Implementation of Green Practices by Front Office Department Staff in Improving Service Quality at Hilton Bali Resort

Putra, Ryan Suryadi and Wendri, I Gusti Made and Sudiarta, I Made (2022) Implementation of Green Practices by Front Office Department Staff in Improving Service Quality at Hilton Bali Resort. Repositori Politeknik Negeri Bali.

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Abstract

This research aims to determine how the green practices application on improving the service quality of front office department at Hilton Bali Resort. Data collection methods used were observation, questionnaires, interviews and literature study. The analytical technique used in this research are descriptive qualitative, systematically describing the data obtained during the research, so that it can describe situation or status of the problem clearly and using quantitative descriptive analysis using a 5-level Likert. With 8 (eight) respondents from front office department staff. The results obtained indicating that the overall green practices application on improving the service quality has been optimally implemented, but there are still some that are not yet optimally implemented, the first was in green action variable reducing paper waste and the reuse of paper. Second were in green food variable the use of organic based tools in serving welcome drink and distribution of linen based cool towel so that it can be reuse. All of those things above still need some improving, so there was a need of efforts from front office department and hotel to further improve the application of green practices on improving the service quality at Hilton Bali Resort such as conducting SOP practices and perform-ing supervision on staff while working.

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