Analysis of Mental Workload in Front Office Department at Conrad Bali Resort and Spa

Sritantri, Putu (2024) Analysis of Mental Workload in Front Office Department at Conrad Bali Resort and Spa. Undergraduate thesis, Politeknik Negeri Bali.

	Text (Cover - Chapter 1, Chapter 5 and References) RAMA_93303_2015834078_0808098402_0005099306_part.pdf - Accepted Version Available under License Creative Commons Attribution Non-commercial Share Alike. Download (706kB)
	Text (Full text) RAMA_93303_2015834078_full.pdf - Accepted Version Restricted to Repository staff only Download (1MB) | Request a copy
	Text (iThenticate) RAMA_93303_2015834078_iThenticate.pdf - Accepted Version Restricted to Repository staff only Download (2MB) | Request a copy

Abstract

This research is motivated by the duties and responsibilities of a front office department in a five-star hotel. Therefore by the very complex duties and responsibilities makes the causes front-office an employees to experience a very high workload. Several reasons make the workload of the front office department need to be measured, such as; the number of complaints that occur make some parts of the front office department have excessive workload, and there are plans from the front office management regarding the number and duties of employees. The purpose of this study is to determine how much is the workload of employee in the front office and to find out how many employees are needed by each section in the front office. The research method uses quantitative and qualitative data, with subjective measurements using the NASA-TLX analysis technique. Data collection techniques were carried out by interview, observation, questionnaire, documentation, and literature study. The results of this study are; based on NASA-TLX calculations there are 17 out of 27 front office employees are in the heavy workload category and the rest have a moderate workload category. Performance is the most dominant dimension affecting workload in the front office and frustration is the least influential dimension on workload in the front office. The results show that the number of additional employees needed is 4 people in the guest relation section, 2 people in guest service, 1 people in concierge, and without additional number in the telephone operator.

Actions (login required)

View Item