Implementation of Green Practice to Improving the Quality of Service on Front office department at Padma Resort Ubud

Dewi, Kadek Bunga Risma and Suarja, I Ketut and Sagitarini, Luh Linna (2022) Implementation of Green Practice to Improving the Quality of Service on Front office department at Padma Resort Ubud. Repositori Politeknik Negeri Bali.

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Abstract

This study aimed to determine the application of green practice to improve service quality in the front office department at Padma Resort Ubud and to find the indicators that needed to be improved and maintained to improve ser-vice quality. The observation method used to collect the data are questionnaires, interviews, and literature studies. The sample used in this study was 75 respondents and 3 informants. Descriptive qualitative and quantitative analysis techniques assisted by SPSS 25.0 for windows were used in the analysis of this research. The results of the qualitative descriptive showed that the application of green practice in the front office department at Padma Resort Ubud has been maximized. The results of the quantitative analysis where the data has been obtained through the distribution of questionnaires that have been tested for validity and reliability. The analysis technique used is IPA (Importance Performance Analysis) showing green practice indicators that need to be improved to improve service quality, namely (X3) hotel lobby has natural lighting and ventila-tion, (X4) service check-in process is fast and precise by employees supported by computerization skills, (X9) front office staff responds to guest requests and complaints by providing a whatsapp number as a communication tool, (X13) front of-fice staff always gives individual attention and understands guest needs, and (X15) front office staff is able to meet the level of needs visitor. Meanwhile, the indicators that must be maintained are (X12) the front office staff is able to communicate clearly and well in English and Indonesian, and (X14) the front office staff is always friendly and courteous to guests.

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