The Implementation of Recognized Loyalty Memben in Enhancing The Guest Satisfaction at Holiday Inn Express Baruna

Pratama, Andhika Reza (2025) The Implementation of Recognized Loyalty Memben in Enhancing The Guest Satisfaction at Holiday Inn Express Baruna. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This research seeks to examine the implementation of recognition for loyalty members and its effect on the Guest Satisfaction Index (GSI) at Holiday Inn Express Baruna. Employing a qualitative descriptive approach, data was gathered through interviews with hotel personnel, observations of guest interactions, and the review of internal hotel documentation from January to March 2025. The study emphasizes how personalized services, exclusive advantages, prioritized assistance, and effective communication can enhance guest satisfaction. The findings indicated that acknowledging loyalty members notably enhanced four critical aspects of GSI: loyalty recognition, room cleanliness, problem resolution, and the overall guest experience. Guests who are members receive superior treatment and services compared to non-member guests, leading to heightened satisfaction and favorable feedback. This study offers valuable insights for hospitality professionals in the development and execution of loyalty programs aimed at boosting guest satisfaction and fostering long-term loyalty.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Member Loyalty, Recognized, Guest Satisfaction, Hotel Service, Holiday Inn Express Baruna
Subjects:	Ilmu Sosial Humaniora > Ilmu Sosial
Divisions:	Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User:	Andhika Reza Pratama
Date Deposited:	01 Sep 2025 01:13
Last Modified:	01 Sep 2025 01:13
URI:	https://repository.pnb.ac.id/id/eprint/18445

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