Jenis Keluhan dan Cara Penanganan Keluhan di Hotel Holiday Inn Resort Baruna Bali
DOI:
https://doi.org/10.23887/jmpp.v3i1.28996Keywords:
department f & b service, complaints type, complaints handlingAbstract
This study aims to determine the types of complaints and how to handle the department f & b service at the Hotel Baruna Bali Holiday Resort. This research is a qualitative descriptive study using interviews and observations as a method of collecting data. The informants who participated in this study were tour operators in the field of administration. The results showed that there were several types of complaints at the F&B Service Department at the Baruna Bali Holiday Resort Hotel. The results showed that the types of complaints by the F&B Service Department at Baruna Bali Holiday Resort Hotel were the lack of professional waiters / waitresses, when serving guests, waiters / waitresses were not polite when serving guests, guests waiting for orders too long. There is a procedure for handling guest complaints at the F&B Service Department at the Baruna Bali Holiday Resort Hotel called ILEAD. This procedure serves as a guideline for employees in the department f & b service in handling complaintsReferences
Fera, Riska (2009). Pelayanan Pramusaji Dalam Meningkatkan Kenyamanan, Para Tamu Yang Datang Ke Restoran Pandan Sari Hotel Santika Premiere. Yogyakarta (Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0%2c5&Q=Pelayanan+Restoran+Di+Hotel&Btng=#D=Gs_Qabs&U=%23p%3d-3z3czfkuvuj)
Fitria Earlike, 2016. Pentingnya Peranan Skill Dan Menu Knowledge Waiter/Waiters Terhadap Kepuasan PelangganFood And Beverage Service Departement. Malang (Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0,5&Q=Jenis+Keluhan+Di+F%26b+Service#D=Gs_Qabs&U=%23p%3dej99fzruzswj) 22 Juni 2020
I Gusti Bagus, Rai Utama. 2016. Pemasaran Pariwisata. Yogyakarta: Penerbit Cv Andi. (Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0%2c5&Q=Penelitian+Terdahulu+Komplain+Di+F%26b+Service&Btng=#D=Gs_Qabs&U=%23p%3d_11xjexz0-Yj) 16 Juni 2020
Linarwati, M. Dkk. (2016). "Studi Deskriptif Pelatihan Dan Pengembangan Sumberdaya Manusia Serta Penggunaan Metode Behavioral Event Interview Dalam Merekrut Karyawan Baru Di Bank Mega Cabang Kudus". Journal Of Management, 2(2), 1–8. (Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0%2c5&Q=Linarwati%2c+M.+Dkk.+%282016%29.+%22studi+Deskriptif+Pelatihan+Dan+Pengembangan+Sumberdaya+Manusia+Serta+Penggunaan+Metode+Behavioral+Event+Interview+Dalam+Merekrut+Karyawan+Baru+Di+Bank+Mega+Cabang+Kudus%22.+Journal+Of+Management%2c+2%282%29%2c+18.&Btng=#D=Gs_Qabs&U=%23p%3dofdoxkxe_Qaj)
Nuralam, Kurisnawan (2017). Koordinasi Kerja Food And Beverage Service Dengan Food And Beverage Product Dalam Operasional Breakfast Di Hotel Aston Tanjungpinang. Riau (Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0%2c5&Q=Food+And+Beverage++Service+%28++Soekresno%2c2006%29&Btng=#D=Gs_Qabs&U=%23p%3di6373h0j1pmj)
Rumekso. 2001. Housekeeping Smk. Bandung: Cv Armico Offset. (Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0%2c5&Q=Penelitian+Terdahulu+Komplain+Di+F%26b+Service&Btng=#D=Gs_Qabs&U=%23p%3d_11xjexz0-Yj) 16 Juni 2020
Sitanggang, Abnertus Christoper (2017). Pengaruh Penanganan Keluhan Pada Kepuasan Konsumen Di Hotel Grand Praba Bandar Lampung. Lampung
(Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0%2c5&Q=Norwel+2005%3a27+Jenis+Komplain&Btng=&Oq=Nor#D=Gs_Qabs&U=%23p%3dyedrsllwtwij)
Sugiyono, 2008. Metode Penelitian Kuantitatif Kualitatif Dan R & D. Alfabeta, Bandung. (Https://Scholar.Google.Co.Id/Scholar?Hl=Id&As_Sdt=0%2c5&Q=Sugiyono%2c+2008.+Metode+Penelitian+Kuantitatif++Kualitatif+Dan+R+%26+D.+Alfabeta%2c+Bandung.&Btng=#D=Gs_Qabs&U=%23p%3dqyv82aejnq0j)
Sutanto, 2009. METODE PENILAIAN KONSUMEN DAN DIMENSI KUALITASJASA BERPENGARUH TERHADAP REVENUE GROWTH. Surabaya.
