Implementation of Guest Experience Platform to Enhance Work Effectiveness at Courtyard by Marriott Bali Nusa Dua Resort

Asih, Ni Made Ning Trisna (2024) Implementation of Guest Experience Platform to Enhance Work Effectiveness at Courtyard by Marriott Bali Nusa Dua Resort. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

The purpose of this study was to determine how the implementation of GXP at Courtyard by Marriott Bali Nusa Dua Resort and to find out the implementation of GXP in enhancing work effectiveness at Courtyard by Marriott Bali Nusa Dua Resort. This research was conducted at the Front Office Department at Courtyard by Marriott Bali Nusa Dua Resort. Data collection was carried out through observation, questionnaires, interviews, documentation, and literature study, with data analysis techniques including descriptive qualitative analysis and quantitative analysis. The sampling technique employed in this research was purposive sampling with a total of 20 respondents and 2 informants. The target respondents for distributing questionnaires were employees of the Front Office Department who use GXP, and the key informants were the Assistant Front Office Manager and Duty Manager. The results of the research through interviews and observations showed that the implementation of GXP has been carried out very well at Courtyard by Marriott Bali Nusa Dua Resort, supported by employees who have achieved the GXP target score in 2023. The questionnaire results indicated that the program understanding indicator scored 90.3%, the target accuracy indicator scored 89.4%, the timeliness indicator scored 86.8%, the goal achievement of goals indicator scored 92.2%, and the tangible changes indicator scored 89.7%. Therefore, it can be concluded that the implementation of GXP is highly effective in enhancing work effectiveness in the Front Office Department at Courtyard by Marriott Bali Nusa Dua Resort, as seen from the average questionnaire scores across these indicators totaling 89.68%.

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