OPTIMASI HOTEL MANAGEMENT SYSTEM MELALUI PENGALAMAN NIGHT RECEPTION DI VIVOTEL HOTEL BATAM
Keywords:
Hotel Management System, night reception, optimasi sistem, efisiensi operasional, kualitas layananAbstract
Penelitian ini mengeksplorasi optimasi Hotel Management System (HMS) melalui pengalaman night reception di Vivotel Hotel Batam. Menggunakan pendekatan kualitatif dengan desain studi kasus, penelitian ini melibatkan wawancara dengan dua staf night reception dan satu perwakilan manajemen, observasi partisipan selama lima shift malam, serta analisis dokumen. Hasil penelitian menunjukkan peningkatan efisiensi operasional yang signifikan, termasuk pengurangan waktu check-in sebesar 37,5% dan efisiensi night audit sebesar 62,5%. Kualitas layanan juga meningkat, tercermin dari kenaikan Net Promoter Score sebesar 20%. Tantangan utama meliputi adaptasi staf terhadap sistem baru dan integrasi dengan sistem eksternal. Penelitian ini mengidentifikasi peluang pengembangan HMS, termasuk peningkatan fitur pelaporan dan integrasi dengan sistem manajemen energi. Temuan ini menegaskan pentingnya pendekatan berfokus pengguna dalam optimasi teknologi perhotelan dan memberikan wawasan berharga bagi pengembangan HMS di hotel-hotel sejenis.
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Copyright (c) 2024 David Novalliano Rama Putra , Nensi Lapotulo , Okki Kurnia , I Wayan Thariqy Kawakibi Pristiwasa, Andri Wibowo
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