Implementation of Green Ethics in Improving The Quality of Guest Service by The Front Office Department at Hilton Bali Resort

Bagaskara, Kadek Dwiky Wibisana and Sudiarta, Made and Sutama, I Ketut (2022) Implementation of Green Ethics in Improving The Quality of Guest Service by The Front Office Department at Hilton Bali Resort. Repositori Politeknik Negeri Bali.

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Abstract

This research is entitled Application of Green Ethics in Improving Guest Service Quality by Front Office Department at Hilton Bali Resort. This study aims to determine how the application of green ethics by the front office department in improving the quality of service at the Hilton Bali Resort Hotel. The variables studied in this study were Sustainability, Hospitality, and Build Environmental and Cultural Aware-ness. While the dependent variable is Service Quality. The research sample was determined by incidental sampling method with a total sample of 80 people as respondents. The data used in this study by type are qualitative data and quantitative data. The data collection method used is a questionnaire. The data analysis technique used is the analysis of the Customer Satisfaction Index (CSI), Servqual, and Important Performance Analysis (IPA), with a Likert scale range. The results of the study show that the implementation of green ethics in several sub-indicators of the hospitality variable is considered to be not good according to customers. Sustainability variables and build environmental and cultural awareness are good according to customers. The impact of implementing green ethics in improving the quality of guest service at the Hilton Bali Resort is the creation of environmental sustainability at the Hilton Bali Resort and the trust and satisfaction of guests is maintained, which will eventually make guests come back to the Hilton Bali Resort.

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