Analisis Penanganan Guest Complaint dalam Upaya Meningkatkan Kepuasan Pelanggan (Studi Kasus F&B Service pada Matra 21 Resto, Grand Menteng Hotel Matraman)
DOI:
https://doi.org/10.31334/jd.v6i1.4702Keywords:
Guest Complaints, Kepuasan Pelanggan, Hotel, Food & Beverage ServiceAbstract
Complaints often arise due to customer dissatisfaction and disappointment resulting from a company’s failure to understand their needs and desires. With the right response, these complaints can be effectively addressed, leading to customer satisfaction. This research aims to understand the handling procedures carried out by the f&b service department at Matra 21 restaurant in Grand Kemang Hotel Matraman. It also seeks to identify the efforts and obstacles encountered when dealing with complaints at Matra 21 restaurant. The research employs a qualitative descriptive approach, utilizing data collection methods such as observation, interviews and documentation. Informants participating in this study include Matra 21 restaurant staff, guests who have experienced the products and service at Matra 21 restaurant, as well as academicians. The findings of this research indicate that complaint handling by Matra 21 restaurant staff aligns with established standard operating procedures (SOP). Efforts such as daily guest feedback and guest preferences are like ILEAD (identify, listen, empathy, apologize and decide). However, there are factors hindering complaint resolution, such as guests requesting nonstandard procedures beyond the existing Standard Operating Procedures.
References
Angriani, T. (2019). Pengantar Pariwisata. Yogyakarta: Andi.
Bagus, I. G. N. (2016). Manajemen Operasional Hotel. Denpasar: Udayana University Press.
Bell, C. R., & Ludington, H. W. (2016). Delivering Excellent Customer Service: A Manager's Guide. New York: AMACOM.
Irawan, H. (2021). 10 Prinsip Kepuasan Pelanggan. Jakarta: Elex Media Komputindo.
Kurisnawan, Y. (2017). Food and Beverage Service: Pelayanan Makanan dan Minuman di Hotel dan Restoran. Jakarta: Prenadamedia Group.
Pratama, D. (2015). Public Relation Perhotelan. Surakarta: PT. Aksarra Sinergi Media.
Priansa, D. J. (2018). Perilaku Konsumen dalam Perspektif Pemasaran. Bandung: Alfabeta.
Sugiyono. (2018). Metode Penelitian Kualitatif, Kuantitatif, dan R&D. Bandung: Alfabeta.
Susepti, L., Prasetyo, H., & Wulandari, A. (2017). Pengantar Perhotelan dan Pariwisata. Jakarta: Mitra Wacana Media.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright Notice
Please find the rights and licenses in Destinesia : Jurnal Hospitaliti dan Pariwisata. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1.License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
2.Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3.User Rights
Destinesia : Jurnal Hospitaliti dan Pariwisata, spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Destinesia : Jurnal Hospitaliti dan Pariwisata permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Destinesia : Jurnal Hospitaliti dan Pariwisata on distributing works in the journal and other media of publications.
4.Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Destinesia : Jurnal Hospitaliti dan Pariwisata will not be held liable for anything that may arise due to the author(s) internal dispute. Destinesia : Jurnal Hospitaliti dan Pariwisata will only communicate with the corresponding author.
5.Miscellaneous
Destinesia : Jurnal Hospitaliti dan Pariwisata will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Destinesia : Jurnal Hospitaliti dan Pariwisata editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement" prior to the article publication.