The Influence of Soft Skills Training on Front Office Staff Performance at Six Senses Uluwatu, Bali

Wulandari, Ni Putu Mia Astri (2025) The Influence of Soft Skills Training on Front Office Staff Performance at Six Senses Uluwatu, Bali. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study aims to analyze the effect of soft skills training on the performance of Front Office staff at Six Senses Uluwatu Hotel. As one of the 5-star resorts in Bali that emphasizes high-quality service, the Front Office has a strategic role in shaping the first impression that determines the overall guest experience. To improve staff competency, management organizes regular soft skills training sessions every week, focusing on four main aspects: communication skills, planning, problem-solving, and leadership. This research used a mixed-methods approach, combining quantitative and qualitative methods. Quantitative data was collected by distributing questionnaires to 30 Front Office staff, then analyzed with descriptive statistics and simple linear regression to test the relationship between training and performance. Meanwhile, qualitative data was obtained through in-depth interviews with staff and managers which were then analyzed using the Miles and Huberman model. The results of the analysis show that soft skills training has a positive and significant effect on improving staff performance, both in terms of work quality, quantity, effectiveness, and independence in carrying out tasks. However, the effectiveness of the training experienced obstacles in its implementation, mainly due to time constraints and erratic staff work schedules, which reduced the intensity and consistency of their participation in the training program. This study provides a theoretical contribution to enriching the literature on human resource management in the hospitality industry, especially related to soft skills development. From the practical side, the results of this study are expected to be a reference for hotel management in designing training strategies that are more adaptive, flexible, and in accordance with operational needs. Thus, training is not only a formality but is truly able to support performance improvements that have a direct impact on guest satisfaction and hotel image.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Soft Skills Training, Front Office Performance, Hospitality Industry, Staff Development, Six Senses Uluwatu
Subjects:	Ilmu Sosial Humaniora > Ilmu Sosial
Divisions:	Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User:	Ni Putu Mia Astri Wulandari
Date Deposited:	29 Aug 2025 02:42
Last Modified:	29 Aug 2025 02:42
URI:	https://repository.pnb.ac.id/id/eprint/18075

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