SERVICE QUALITY OF RECEPTIONISTS IN HANDLING GUEST SATISFACTION IN IBIS HOTEL MANADO

SAHABAT, SINTHYA and Indriyanto, Machiko Nugraha and Kawatak, Steven Yones (2019) SERVICE QUALITY OF RECEPTIONISTS IN HANDLING GUEST SATISFACTION IN IBIS HOTEL MANADO. Skripsi thesis, UNIVERSITAS KATOLIK DE LA SALLE.

	PDF COVER-DAFTAR_ISI_SinthyaSahabat.pdf Download (1MB)
	PDF BAB_ISI-LAMPIRAN_SinthyaSahabat.pdf Restricted to Repository staff only Download (2MB)

Official URL: http://digilib.unikadelasalle.ac.id/

Abstract

ABSTRACT
The Front Office is one of the departments in the Hotel. Receptionist is part of the front office department which is the first person to be met by all guests, so the first impression and the form of service provided to guests from the receptionist are very important things to consider in the world of hospitality. The study entitled Service Quality of Receptionist in Handling Guest Satisfaction in Ibis Hotel Manado has the formulation of a problem that is whether there is a relationship that occurs between the quality of receptionist service at Ibis Manado Hotel to guest satisfaction. With the aim of his research to find out whether there is a relationship between the quality of receptionist services to the satisfaction level of hotel guests. This research was conducted with quantitative descriptive research. The research population is a guest who had been at the Ibis Manado Hotel in the last 6 months. The method of data collection is done by observation, interviews, documentation, and also questionnaires. The reception service of the ibis Manado hotel as a whole is good at serving its guests. Then in terms of guest satisfaction with guest receptionist services, they were satisfied with the receptionist service at the ibis Manado hotel. Based on statistical tests, it was found that the service quality at ibis hotels has a significant relationship with guest satisfaction. So it can be concluded that the satisfaction of guests staying at the Ibis Manado Hotel is good.
Keyword: Hotel, Receptionist, Service, Guest Satisfaction

Item Type:

Thesis (Skripsi)

Creators: