Optimizing Service Quality to Support Upselling Strategies in Hilton Bali Resort Front Office Operations

Aryawan, Putu Kireina Putri (2024) Optimizing Service Quality to Support Upselling Strategies in Hilton Bali Resort Front Office Operations. Undergraduate thesis, Politeknik Negeri Bali.

	Text (Full Text) RAMA_93308_2015744158_Full.pdf - Accepted Version Restricted to Repository staff only Download (2MB) | Request a copy
	Text (iThenticate) RAMA_93308_2015744158_iThenticate.pdf Restricted to Repository staff only Download (1MB) | Request a copy
	Text (Cover - Bab 1, Bab 5 dan Referensi) RAMA_93308_2015744158_0003127605 _0004119601_Part.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

This study aims to explore the optimization of service quality to support the upselling strategy at Hilton Bali Resort's Front Office. This study investigates factors that hinder the implementation of upselling strategies and provides strategic recommendations to improve service quality and the effectiveness of upselling strategies. Through analysis of descriptive quantitative and qualitative data collected from surveys and interviews with hotel staff and guests, this study identified key service quality factors such as responsiveness, assurance, and empathy that are important for successful upselling. The theory used is Kotler and Keller's (2019) Five Dimensions of Service Quality. The result of this research is an additional upselling SOP with the title "How To Do Upselling Based on Traveling Type".

Actions (login required)

View Item