Penerapan Konsep Green Hotel oleh Staf Front Office dalam Upaya Meningkatkan Green Customer Behaviour di Bali Mandira Beach Resort & Spa

Wardana, Ni Putu Lia Grahaini and Wendri, I Gusti Made and Mataram, I Gusti Agung Bagus (2022) Penerapan Konsep Green Hotel oleh Staf Front Office dalam Upaya Meningkatkan Green Customer Behaviour di Bali Mandira Beach Resort & Spa. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study aims to determine the application of the green hotel concept by the Front Office to improve green customer behavior and find out whether the application of the green hotel concept by Front Office staff is able to improve green customer behavior. The determination of informants as a source of data in the study was carried out with purposive sampling techniques, The information in this study is from reception staff, operation manager, housekeeping and gardener. The data collection technique in this study was through interview, observations, and documentation. Data analysis uses qualitative descriptive analysis and triangulation techniques. The results of this study, the implementation of the green hotel concept at Bali Mandira Beach Resort & Spa, was carried to increase customer awareness to participate in implementing the green concept which aims to minimize environmental damage. The implementation of green that wants to be created through management policies, innovative technology and employee knowledge. The implementation of the green concept socialized by the staff is expected to be able to improve the green customer s behavior. Intense communication with guests will attract guests to participate in implementing green. There are three items that can influence consumer behavior that can motivate to behave green are knowledge of the environment, attitudes towards the environment and pro-environmental actions.

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