Green Communication in Cross Selling to Increase Revenue by Guest Relations at The Royal Pita Maha Resort

Andeni, I Gusti Ayu Dewi and Triyuni, Ni Nyoman and Bagiastuti, Ni Ketut (2022) Green Communication in Cross Selling to Increase Revenue by Guest Relations at The Royal Pita Maha Resort. Repositori Politeknik Negeri Bali.

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Abstract

The phenomenon of many hotels being built and opened causes the hotel industry to experience difficulties in achieving revenue targets. One of The Royal Pita Maha Resort's efforts to increase revenue is to implement green communication in cross selling by Guest Relation. This study aims to analyze the application of green communication in cross selling by guest relations at The Royal Pita Maha Resort and to find out how green communication in cross selling can increase revenue at The Royal Pita Maha Resort. Data collection methods used are documentation, observation and interviews. Through qualitative descriptive analysis techniques, communication occurs between guest relations and departments providing cross-selling products such as the Food and Beverage Department, Spa and Front Office Department is considered not running optimally. It can be seen that communication occurs be-tween colleagues or other departments uses more oral communication so that there are obstacles in communicating with guests which causes the effect of guests complaining and ultimately not buying cross selling products. The impact caused by the effect of communication barriers is bad reviews from guests which will create a bad image of the hotel to the public. Practical contribution for The Royal Pita Maha in implementing gereen communication is to carry out verbal communication followed by written com-munication in the form of applications so that in practice it can be balanced and also determine communication strategies. Fur-thermore, it is also important to conduct trainings related to communication in cross selling so that the company's goal can be achieved.

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