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All Journal Jurnal Manajemen Perhotelan dan Pariwisata Jurnal Mata Pariwisata Jurnal Mekar
Kurnia, Okki
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Arts Humanities Economics, Econometrics & Finance Education Social Sciences

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IMPLEMENTASI KUALITAS PELAYANAN ASSURANCE KARYAWAN HOUSEKEEPING DEPARTMENT DI HARMONI SUITES HOTEL BATAM Okta Bella Cen; Kurnia, Okki
JURNAL MATA PARIWISATA Vol. 1 No. 2 (2022): SEPTEMBER 2022
Publisher : PUSLITABMAS - BATAM TOURISM POLYTECNIC

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The purpose of this study was to find out the implementation that occurs in service quality in the dimensions of assurance based on the theory of assurance component that consisting in communication, crediblity, security, competecy and courtesy, This type of research is descriptive qualitative research, research by analyzing, describing, and summarizing various conditions, situations from various data collected in the form of interviews or observations Based on the results of this study, we can see that housekeeping staff know about good and right skill communication for purpose the guest feeling comfortable and safe, but there is some miss communication between guest because of the language, know that privacy was important, always give the best service, and have a equal security system CCTV have a good maintenance in housekeeping area, have a qualified certification from PHRI, also have a good attitude with politeness, hospitable, also respect the elders Research suggestions for harmoni suites hotel, that expectly to be held a training or a program for learning foreign language especially Mandarin language for to decrease miscommunication that happen between guest and housekeeping staff
PERANAN ORDER TAKER HOUSEKEEPING DEPARTMENT DALAM MENINGKATKAN OPERASIONAL DI HOLIDAY INN RESORT BATAM Lumbantobing, Emmanuella Juin; Lapotulo, Nensi; Kurnia, Okki; Simatupang, Devid Trinaldo
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 6 No. 2 (2023)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v6i2.68056

Abstract

Holiday Inn Resort Batam merupakan salah satu hotel re`sort tertua di Kota Batam. Resort ini kebanyakan tamu berasal dari Korea, Singapura, Indonesia hingga negara lainnya. Order taker merupakan bagian dari housekeeping departemen yang bertugas menerima pesanan dari tamu hotel mengenai kebutuhannya selama menginap di hotel, berkoordinasi dengan karyawan housekeeping lainnya dan departemen lainnya, berkomunikasi dengan baik dengan tamu hotel dan lain sebagainya. Agar tidak terjadinya komplain dari tamu, order taker harus cepat bekerja dalam mengantarkan pesanan tamu ke dalam kamar tamu. Untuk keadaan darurat tertentu seperti situasi saat ini dimana Holiday Inn Resort Batam tidak memiliki order taker selama 3 tahun terakhir, executive housekeeper dari resort ini secara langsung turun tangan dalam tugas sebagai order taker. Sebagai seorang executive housekeeper, ia harus bisa mengatur waktunya dalam melakukan pekerjaan umum sebagai executive housekeeper dan juga sebagai order taker agar keduanya dapat berjalan dengan baik dan sempurna. Metodologi penelitian yang digunakan dalam tulisan ini adalah metode deskriptif kualitatif, yaitu dengan menggambarkan kondisi yang akan diamati di lapangan secara lebih spesifik, transparan dan mendalam. Teknik pengumpulan data yang digunakan berupa wawancara, observasi dan dokumentasi.
PENGARUH BUDAYA ORGANISASI TERHADAP KINERJA KARYAWAN HOTEL NAGOYA PLASA KOTA BATAM Kurnia, Okki; Sukma Prihatini
JURNAL MEKAR Vol. 1 No. 1 (2022): APRIL 2022
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v1i1.25

Abstract

Hotel Nagoya Plasa is one of the oldest hotel in Batam City, until 2020 the hotel will turn 28 years old. The existence of the hotel has been long and the turnover phenomenon is not really significant and it is found that many employees with permanent contracts have worked for a long time at this hotel so that indirectly many organizational cultures grow independently among employees. This study aims to determine the effect of organizational culture on employee performance at Hotel Nagoya Plasa. Organizational culture variables were tested using 6 dimensions. Employee performance variables were tested using 7 dimensions. This research was conducted at the Nagoya Hotel Plasa. The research method used is quantitative research methods, data collection techniques are done by distributing questionnaires. The sample used is a saturated sample of 78 samples, which are all employees. Data analysis used descriptive analysis and simple linear regression analysis using SPSS 26. The results of this study are that organizational culture has a significant effect on employee performance at Hotel Nagoya Plasa.
PENERAPAN MARKETING KOMUNIKASI DALAM MENANGANI KOMPLAIN ONLINE TAMU DI VANILLA HOTEL BATAM Erwina; Kurnia, Okki
JURNAL MEKAR Vol. 1 No. 2 (2022): OKTOBER 2022
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v1i2.59

Abstract

The purpose of communication is to inform, persuade and remind. However, some of the communications delivered are not aligned with the intended purpose, thus triggering a complaint. The formulation of the problem in this study is to find out how marketing communication and online complaints are with the research location at Vanilla Hotel Batam. This research-based is on the theory of marketing communication by Hermawan with 5 indicators (promotion, advertising, personal selling, public relations, direct marketing) and on theory of complaint by Tjiptono with 3 indicators (speed of complaint handling, problem solving, ease of complaint filing procedure). The research was conducted using qualitative research methods. Data collection techniques were carried out through observation, literature study, and interviews with hotel manager, senior sales and marketing, and reservation agents. The data analysis technique used is data reduction, data presentation and conclusion drawing. The results of the analysis show that the application of communication marketing at Vanilla Hotel Batam is quite good in indicators (promotion, advertising, personal selling, public relations, direct marketing). However, the complaint indicator needs to be improved. Based on the results of the analysis, it is expected that Vanilla Hotel Batam can increase its human resources and consider conducting training for the front office and sales and marketing departments.
ANALISIS BEBAN KERJA KARYAWAN LAUNDRY X HOTEL BATAM Almuhtada, Davina; Kurnia, Okki; Wibowo, Andri
JURNAL MEKAR Vol. 2 No. 2 (2023): OKTOBER 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i2.239

Abstract

Workers who do work beyond their capabilities or exceed their capacity are called workload. The main factor that causes workload is that when we are working we are faced with various kinds of work problems that are not resolved or there is no solution to solve these problems. One of the problems that occurred at Hotel This research uses a qualitative method design with a case study approach. The results of this research were obtained using in-depth interview techniques with informants in the form of direct observation and when the data had been collected it was then analyzed. This analysis itself focuses on the workload experienced by X Hotel Batam laundry employees. In this research, the informants were laundry employees at X Hotel Batam. The interview was conducted at X Hotel Batam on January 24 2023. This approach uses a qualitative approach to see the natural conditions of an activity carried out by X Hotel Batam laundry employees. This approach aims to gain understanding and describe actual reality. Based on the results of research conducted by researchers, it can be concluded that X Hotel Batam laundry employees try to find a way out of these unpleasant feelings by carrying out evaluations once a month by sharing their feelings or complaints while working. This is certainly very effective and effective in improving the relationships that exist during work and as fellow human beings. As fellow employees who are equally paid and equally fighting for continuity.
ANALISIS STRATEGI KOMUNIKASI PEMASARAN DI BEVERLY HOTEL BATAM Kurnia, Okki; Tcan, Erwina; Nasution, Nadia widari; Cherryline Simatupang, Violetta; Budiartha, I Nyoman
JURNAL MEKAR Vol. 3 No. 1 (2024): APRIL 2024
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v3i1.286

Abstract

The purpose of marketing communications is to inform, persuade and remind. However, some of the communications delivered were not in accordance with the intended purpose, causing problems. The purpose of this study was to find out how the marketing communication carried out by Beverly Hotel Batam. This research is based on Hermawan's theory of marketing communication with 5 indicators (promotion, advertising, personal selling, public relations, direct marketing). This research was conducted using qualitative research methods. Data collection techniques were carried out through observation, literature study, and interviews with hotel general managers, senior sales and marketing, and front office manager. The data analysis technique used is data reduction, data presentation and conclusion drawing. The results of the analysis show that the application of marketing communications at Beverly Hotel Batam is quite good in terms of indicators (promotion, advertising, personal selling, public relations, direct marketing). Based on the results of the analysis, it is expected that Beverly Hotel Batam can improve its human resources and consider conducting training for the front office and sales and marketing departments.
Co-Authors Almuhtada, Davina Andri Wibowo Cherryline Simatupang, Violetta Erwina Lapotulo, Nensi Lumbantobing, Emmanuella Juin Nasution, Nadia Widari Nyoman Budiartha R.M. Okta Bella Cen Simatupang, Devid Trinaldo Sukma Prihatini Tcan, Erwina