Implementation of Green Service in The Front Office Department on Guest Satisfaction at Hotel Indigo Bali Seminyak Beach

Yudistira, I Putu Ade and Winia, I Nyoman and Armoni, Ni Luh Eka (2022) Implementation of Green Service in The Front Office Department on Guest Satisfaction at Hotel Indigo Bali Seminyak Beach. Repositori Politeknik Negeri Bali.

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Abstract

This study discusses the quality of green service provided by the front office department for guest satisfaction at Hotel Indigo Bali Seminyak Beach. Guest satisfaction is a specific evaluation of the quality of service provided to customers, this study analyzes the gap between guest perceptions and expectations of the green service quality provided by the front office of Hotel Indigo Bali Seminyak Beach and to find out which indicators need to be improved and maintained for guest satisfaction. The data used are quantitative data obtained from observations, literature studies, valid and reliable questionnaires and secondary data. The total number of respondents in this study were 70 respondents using the incidental sampling method. The analytical technique used in this research is SERVQUAL and Importance Performance Analysis which is presented in a Cartesian Diagram. The results of this study indicate that the green service quality by the front office department of the Hotel Indigo Bali Seminyak Beach as a whole shows good service, indicated by the positive SERVQUAL gap more than the negative SERVQUAL gap. Indicators that need to be improved in green service can be rep-resented by the Q3 attribute, which is related to the concept of an open lobby and has an environmentally friendly interior, while indi-cators that need to be maintained for service quality are the Q5 indicator of treatment in coffee we trust scrub by Spa, Q10 front office staff provides guarantees security and ease of invoices sent via email. Q11 front office staff guarantees comfort and security in services through a digital system. Q12 front office staff provides 24-hour attention in serving guest requests via telephone and digital systems. Q14 front office staff care about energy efficiency in the lobby.

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