Implementasi Green Service Quality Front Office Department di Amarterra Villa Bali Nusa Dua

Bimarthana, Bayu and Armoni, Ni Luh Eka and Elistyawati, Ida Ayu (2022) Implementasi Green Service Quality Front Office Department di Amarterra Villa Bali Nusa Dua. Repository Politeknik Negeri Bali.

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Abstract

It This study discusses the implementation of green service quality front office department at Amarterra Villa Bali Nusa Dua. This research is useful as a reference for all hotels who want to implement the concept of green service quality into operational stand-ards. Likewise for readers who want to know how to implement green service quality front office de-partment at Amarterra Villa Bali Nusa Dua. Sources of data used in this study are guests who stay and receive services at Amarterra Villa Bali Nusa Dua as many as 60 guests with the accidental sampling. The data of this research is in the form of a questionnaire that has been distributed and filled out to the sample to be later elaborated, so as to find out how the green service quality implementation of the front office department at Amarterra Villa Bali Nusa Dua. The results of this study indicate that the green service quality provided is good, be-cause all indicators are positive, then based on the results of the importance performance analysis showing the position of each indicator in the Cartesian diagram, it is found which indicators are priorities for improvement and indicators that must be main-tained. Indicators in quadrant A which are priority indicators that must be improved regarding the front office using energy-saving lamps or LEDs. Indi-cators in quadrant B which are achievements that need to be maintained about front office staff being able to make guests feel comfortable and like at home, front office staff giving polite nature to customers, front office staff managing to satisfy guests and anticipating guest needs well, front office staff provide reliable and appropriate services according to customer needs, front office staff care about guest conditions.

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