Putri, Komang Pradnyani (2025) Implementation of Digital Guest Experience Platforms to Improve Work Effectiveness and Efficiency in The Front Office Department at Courtyard By Marriott Bali Seminyak Resort. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study explores the implementation of Digital Guest Experience (DGE) platforms and their impact on employee Work Effectiveness and Efficiency at the Front Office Department of Courtyard by Marriott Bali Seminyak Resort. The platforms examined include Mobile Guest Service (MGS) and Guest Experience Platform (GXP). Data were collected through observation, interviews, questionnaires, documentation, and Time-based Efficiency tests. Purposive sampling was employed, resulting in 36 questionnaire respondents and 2 key informants. The Assistant Loyalty Manager and the Duty Manager were selected as the key informants. The analysis incorporated both qualitative insights and quantitative data. The results show that DGE platforms positively influence staff performance, with an overall effectiveness and efficiency score of 76.40%. Among MGS features, Mobile Check-in received the highest rating at 77.86%, reflecting its role in improving operational readiness. Meanwhile, the Case Closed feature in GXP had the lowest score (75.47%) due to delays and the need for manual follow-ups. In the Work Effectiveness and Efficiency dimension, the highest score was recorded in Work Adaptability, where both task and interpersonal adjustment indicators scored 76.51%. The lowest scores appeared in Job Satisfaction and Satisfaction of Rewards, both at 75.58%, highlighting areas where employee well-being and recognition may need improvement. Time-based Efficiency testing further supports the findings: tasks conducted via GXP averaged 3,157 seconds, compared to 5,975 seconds for MGS, indicating greater time efficiency in GXP usage. In conclusion, the adoption of DGE platforms contributes significantly to improving workflow, supporting both operational efficiency and employee effectiveness within the Front Office Department.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Implementation, Digital Guest experience (DGE), Work Effectiveness and Efficiency, Front Office Department
Subjects: Ilmu Sosial Humaniora > Ilmu Sosial
Divisions: Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User: Komang Pradnyani Putri
Date Deposited: 01 Sep 2025 07:53
Last Modified: 04 Sep 2025 13:53
URI: https://repository.pnb.ac.id/id/eprint/18344

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