Check-in Handling by Receptionist to Improve Service Quality

Authors

  • Ni Kadek Cita Sari Tourism Business Management, Politeknik Negeri Bali, Indonesia
  • Ni Putu Wiwiek Ary Susyarini Tourism Business Management, Politeknik Negeri Bali, Indonesia
  • I Ketut Suarja Tourism Business Management, Politeknik Negeri Bali, Indonesia
  • Made Sudiarta Tourism Business Management, Politeknik Negeri Bali, Indonesia

DOI:

https://doi.org/10.58982/injogt.v1i2.34

Keywords:

check in, quality of service, check in SOP

Abstract

Purpose: This research is done to find out the implementation of check in handling by receptionist in improving the quality of service at a 5 star hotel located in Ubud tourist area, Gianyar, Bali, Indonesia. 

Research methods: Data collection methods used are observation, interviews, questionnaires, and literature study. The analysis technique used in this research is qualitative descriptive using a 4 level likert scale.

Findings: The overall implementation of check in handling has been implemented to the maximum, but there are some standard operating procedures (SOP) that are lacking in its application.

Implication: It takes effort from the receptionist to be able to implement maximum check in SOP in order to improve the quality of hotel services.

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Published

2020-12-06

How to Cite

Sari, N. K. C. ., Susyarini, N. P. W. A. ., Suarja, I. K. ., & Sudiarta, M. . (2020). Check-in Handling by Receptionist to Improve Service Quality. International Journal of Glocal Tourism, 1(2), 99-108. https://doi.org/10.58982/injogt.v1i2.34

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