Palmawati, Bernadeta (2025) Analysis of The Contribution of Online Reservations through The Official Website to Increase Room Occupancy at Mandapa, A Ritz-Carlton Reserve Ubud. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study aimed to analyze the contribution of online reservations through the official website to the increase in room occupancy at Mandapa, a Ritz-Carlton Reserve Ubud. The research used qualitative and quantitative descriptive methods, with data collected through observation, interviews, and literature studies. Informants included one revenue analyst and two reservation staff members who were selected purposively, as they were considered capable of providing relevant and in-depth information regarding the reservation process and its impact on occupancy rates. The findings revealed that the online reservation system through Mandapa’s official website was user-friendly, secure, and informative. It effectively drove direct bookings and increased room occupancy rates. Despite some inconsistencies in room availability information, which impacted user experience, the system significantly contributed to overall bookings, accounting for 62.08% in 2023 and 61.42% in 2024. It outperformed Online Travel Agencies (OTAs), which contributed only 37.92% and 38.58%, respectively. The system’s performance peaked during high-demand months, with direct bookings reaching 74% in May and 70% in December, showcasing the success of seasonal promotions and digital campaigns. The study highlighted the critical role of a well-designed website in boosting room occupancy, reducing reliance on OTAs, strengthening the hotel’s brand image, and providing a stable, predictable booking platform and a direct communication channel with guests.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Online Reservations, Official Website, Room Occupancy
Subjects: Ilmu Sosial Humaniora > Ilmu Sosial
Divisions: Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User: Bernadeta Palmawati
Date Deposited: 31 Aug 2025 11:29
Last Modified: 31 Aug 2025 11:29
URI: https://repository.pnb.ac.id/id/eprint/18578

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