Guest Service Ambassador Performance: Post-Crisis Adaptation

Front office department in hotel businesses generally consists of reception, reservation, switchboard operator and concierge departments in hotels. Communication with guests starts at reservation phase, it goes on with guest check in processes and ends with accommodation, check out and process after checking out briefly front office department is very important since it is the department which the guests are welcomed, hosted and sent off. Front office department also provides the communication within all the departments in the business. Realizing the processes in front office properly, enhancing the quality of services, raising the guest satisfaction and the increasing of the productivity of the staff all depends on the features of the communication. For that reason, an efficient communication with the other departments and the communication within the department for the productivity of the business is compulsory. Shortly, communication with other departments and the communication within the department in front office in hospitality businesses has a great importance.
 The sample for the study consists of 35 five-star hotel managers in Alanya, where tourism is very intense. Structure interview method is used in the study. Front office managers were asked to answer the questions, the answers were classified, their explanation about what means of communication was used with other departments and within front office, the reasons for the communication problems and its effects on the productivity was evaluated. Consequently, it was found out that all the front office manager know that the communication problems affect the productivity negatively. The fact that the problems of the communication do not only have a negative effect on front office activities but also on the all hotel activities was much obtained.

Together with the housekeeping department and several other sub-departments, the front office in larger hotels is normally part of the rooms division, headed by a Director of Rooms but with its own Front Office Manager. This chapter helps the reader to understand the nature and extent of the front office department's role within a hotel operation, and explains the role played by the front office department in the guest cycle. It identifies some factors needed to manage a successful front office operation, and helps the reader to be aware of those forces that may impact on the future development and management of the front office department. In terms of physical location, the front office is normally found near the entrance of the hotel and is often located immediately behind the reception desk. Proper communication flows within the front office department and between front office and other specialist divisions need to be maintained to ensure that the full benefits of bookings.

This final project aims to describe the collaboration of laundry section with front office department and describe the constraints that occur between the collaboration of the laundry section and the front office department in conducting guest laundry billing process at the Tentrem Hotel Semarang. The existence of cooperation constraints between the Front Office and Housekeeping raises problems that can cause guest complaints. Therefore, it is necessary to have good quality cooperation between the front office and the laundry department in order to reduce work errors and guest complaints. The research method used is descriptive qualitative method through observation, interviews and retrieval of documentation. The results showed that the collaboration between the laundry section and the front office department went well and smoothly. With the laundry working closely with the front office department to provide information related to guest information that performs laundry services, namely ensuring communication between the front office department and the laundry runs smoothly including information given to guests regarding the clothes they are washing, ensuring there is no damage to guest clothes, always ensuring that laundry delivery to guests is correct and according to guest wishes, the Front Office provides complete information about rooms that benefit from free laundry and laundry Packages. In addition, the Laundry Section cooperation with the Front Office Department in carrying out the Billing process runs according to standard operating procedures. The procedures carried out involve guests, Laundry Attendant, Receptionist and Guest Service Center. In the guest laundry service, then the collaboration also involves Finance to finalize payments.

Purpose: This study aims to determine the model and impact of the implementation of CHSE at The Apurva Kempinski Bali, especially in the front office department.
 Research methods: The study uses qualitative techniques with 5 approach models. The types of data used in this research are qualitative and quantitative. The method of data collection in this research is carried out by several stages, namely observation, interview, documentation, and literature research.
 Results and discussion: The results of the study are the front office department at The Apurva Kempinski has 3 models of implementations CHSE. The 3 model CHSE implementation are model implementation provided by hotel, model implementation done by hotel guest, and model implementation done by cast and crew front office departement.
 Implication: The implementation of CHSE at The Apurva Kempinski Bali received positive comments from guests.
 
 Keywords:: protocol of healty, CHSE, front Office, Covid-19.

This study aims to analyze the influence of leadership style and work environment on employee performance in the Front Office Department of Hotel The Laguna, Nusa Dua. The research background indicates existing issues related to the new leadership style and a perceived unconducive work environment in the department, which potentially affect performance. This research employed a quantitative approach with leadership style (X1) and work environment (X2) as independent variables, and employee performance (Y) as the dependent variable. The study's population consisted of all 30 employees of the Front Office Department at Hotel The Laguna, Nusa Dua. A census sampling technique (saturated sample) was used, where the entire population served as respondents. Primary data were collected through online questionnaires disseminated via Google Forms. Data analysis was performed using multiple linear regression analysis with the aid of IBM SPSS Statistics version 27 software, preceded by data quality tests (validity and reliability) and classical assumption tests (normality, multicollinearity, heteroscedasticity, linearity). The results indicate that: (1) Leadership style does not significantly affect the performance of Front Office employees, thus Hypothesis 1 is rejected. (2) The work environment positively and significantly affects the performance of Front Office employees thus Hypothesis 2 is accepted. (3) Leadership style and work environment simultaneously (together) positively and significantly affect the performance of Front Office employees thus Hypothesis 3 is accepted.


 Abstrac
 In the management of hotels that have 2 parts, namely the front of the house and the back of the house. The front of the house is a section that is held directly with hotel guests, for example: front office, housekeeping and food and beverage services. The back of the house is a section that does not interact directly with hotel guests, for example: marketing, kitchen, human resource management and accounting.
 The assessment of front office and housekeeping employees on work motivation is assessed from 5 dimensions, namely physiology plants (physical and biological needs), safety and security needs (security and safety needs), affiliation or acceptance needs (social needs), esteemor status needs (needs for appreciation or prestige) and self actualization (self-actualization needs). Obtained at the front office department the highest average value of 3.44 is in the dimensions of safety and security needs (the need for a sense of security and safety) and the lowest average value is 2.86 in the dimension of esteemor status needs (the need for award or prestige). This shows that the front office department for safety and security needs (needs of security and safety) has been well fulfilled by the company. Meanwhile, for esteemor status needs (the need for appreciation or prestige) the company or a leader in the department has not been sufficiently capable of giving awards or appreciation to employees who excel when able to complete work well and on time. As with the housekeeping department, it can be seen that the highest average value is 3.57, which is the dimension of self actulization (self actualization needs) and the lowest average value is 3.41, which is the dimension of esteemor status needs (need for appreciation or prestige). This shows that the housekeeping department for self-actulization (hotel self-actualization needs) can meet the self-actualization needs of the department's employees in the form of providing training to employees to improve their abilities and work skills so that employees can develop and get job promotions or promotions. Meanwhile, for esteemor status seed (the need for appreciation or prestige) the company or a leader in the department has not been sufficiently capable of giving awards or appreciation to employees who excel when able to complete work well and on time.
 Keyword: Leadership, Motivation and Performance

One way to find out guests' needs and wants is by listening to complaints. Complaints are usually received by hotels when a service failure has occurred. These results show that service recovery is a complex process where everything must be taken into account in ensuring that guests are happy when they check out. In this study, the determination of informants was carried out using purposive sampling technique. Informants in the study were determined to be parties who were considered capable of providing the information needed, namely Front Office employees at Wyndham Opi Hotel, Palembang. The purpose of this research is to analyze optimal guest satisfaction is important in operations in the Front Office Department at Wyndham Opi Hotel, Palembang, if guests have complaints during their stay at Wyndham Opi Hotel must be given a solution to their discomfort.
 Keywords: Front Office, Service, Recovery

Analyzing the effect of direct compensation towards employee performance is essential for every business especially hospitality business. This research’s aims are to determine the effect of direct compensation towards employee performance, and know how to improve the employee performance through direct compensation front office department in St. Regis Bali Resort, based on theory of Mangkunegara and Bangun. The data of this research was collected through distributing online questionnaire, conducting interview, and observing the secondary data. In order to validate the data, data triangulation and SPSS are used when testing the data. The data analysis used are simple linear regression test, t-test, and coefficient determinant test. As the result of the research, there is a positive and significant effect of direct compensation on employee performance in Front Office Department at St. Regis Bali Resort. Thus, knowing the effect of direct compensation towards employee performance as well as optimizing the direct compensation provided are recommended to be done in order to maintain and improve employee performance.

This research was conducted to find out more about "The Role of the Front Office Department in Improving the Quality of Guest Check In and Check Out Services at the Banjar Permai Hotel, Banjarbaru City, South Kalimantan" which was motivated by the decline in guest arrival rates during the Covid-19 period and currently continues and try to stabilize occupancy by improving service quality. This research uses a qualitative approach, with the subjects are employees of the Front Office Department, Supervisors, and overnight guests as purposive sampling material. The Data was obtained through interviews, observation and documentation, which was then carried out through descriptive qualitative analysis. The results of this research are: 1) The role of the Front Office Department in improving the quality of check-in and check-out services must follow existing service standards and must provide service that exceeds the expectations of an overnight guest and creates a good first and last impression. so that it results in customer satisfaction and customer loyalty in the future. 2) Various obstacles that occur in the check-in service process, namely; guests do not want to provide identification, impatient guests, while checking out; guests leaving the room without announce, room keys being taken away by guests, lost hotel items, and so on. All of this is stated in full in the researcher's thesis. 3) Solutions in facing all obstacles can be overcome by each Front Office because they have been accustomed to and learning from each other, apart from that there are clear rules and firm actions but still adhering to the value of politeness in dealing with guests which is the main value in the quality of service provided guarded by a Front Office. Every obstacle that occurs is always evaluated in monthly meetings for the Front Office Department and upper levels so that good service can be improved and create satisfaction for each customer and have an impact on the progress of the Banjar Permai Hotel in the future.

English as international language plays an important role, such as establish social communication or relationship with other people in the world. If we have good ability in English, it will be easy for us to conduct an international relation with all nations in the world. Hotel is one of tourism industry that has relationship in English communication where the process of communication happens as services given to the guest. The research design used in this study is descriptive qualitative, by giving description about the need of English skill use by Front Office department hotel in Malang. The researcher limited the hotels only the members of Hotel and Restaurant Association (PHRI) in Malang. The respondents of this study were taken from 88 hotels in Malang who has 3 years up working experience in Front Office Department. Finally, the researcher found that speaking skill were maximally used in hotel front office. So, as the implication of this study in the educational field is the university curriculum especially for speaking class should be appropriate with the students need. The implementation of teaching material in speaking class should also base on the needed of stakeholders in order to the students ready to face the challenging of the world. Key Words: English language skills, English for specific purpose, Hotel Front Office

In the midst of today's new normal era, the world economy has become very competitive. Many companies are competing to create innovations and make modifications to produce the best service to be provided, especially in the health sector. Health services in the new normal era like today need adaptation in providing services to the community, especially at dental clinics. This study aims to test and analyze "The Influence of Leadership and Employee Motivation on Employee Performance" The sample used in this study was 150 respondents who worked at the Main and Private Dental Clinic Companies. Testing was carried out using SEM analysis. The results of this study support the hypothesis that Leadership has a positive influence on Employee Motivation, Employee Motivation has a positive effect on Employee Performance, Leadership has a positive influence on Employee Performance with Employee Motivation as a mediating variable. This research has implications for the owner and management of the Main Dental Clinic and Personal to improve Employee Performance by paying attention to and increasing Employee Motivation and Leadership, so that in the end it can affect Employee Performance.

The strategy of knowledge management becomes a primary vehicle for organizations achieve their goals, and to compete with good. The study aims to (1) find out the influence of the quality of learning on performance of employees of PT. Bank Sulselbar. (2) know the influence of the knowledge management process on performance of employees of PT. Bank Sulselbar. (3) find out the influence of the knowledge-sharing process on performance of employees of PT. Bank Sulselbar. (4) find out the influence of innovation against the performance of the employees of PT. Bank Sulselbar. (5) find out the influence of the quality of learning against competing superiority of PT. Bank Sulselbar. (6) know how the process of management of knowledge against the competitive advantage of PT. Bank Sulselbar. (7) find out the influence of the knowledge-sharing process against competing superiority of PT. Bank Sulselbar. (8) Knowing the influence of innovation against competing superiority of PT. Bank Sulselbar. (9) find out the influence of competitive advantage against the performance of the employees of PT. Bank Sulselbar. In this study researchers using experimental research using appropriate research methods and emphasis on the analysis of data in the form of the ordinal numbers are processed with statistical methods. Data collection methods used in this research is a Library Research, and Feel research. The technique of analysis used in this study is to test the validity, reliability testing, descriptive analysis, and path analysis. The results of this study suggest that (1) the quality of learning significant effect on performance of employees. (2) knowledge management processes significant effect on performance of employees. (3) the process of knowledge sharing effect significantly to the performance of the employee. (4) Innovation has no effect on performance of employees. (5) the quality of learning effect significantly to the competitive advantage of employees. (6) knowledge management processes significant competitive advantage against influential employees. (7) the process of knowledge sharing effect significantly to the competitive advantage of employees. (8) the innovation has no effect against the competitive advantage of employees. (9) the competitive advantage of significant effect on performance of employees

The performance of company employees are a way to achieve its goals.Pertaining to performance, motivation and discipline work can be directly to degrade its performance or improve the performance of a clerk.Employees with motivation that are tall and discipline good working will make the employee performance to become more optimal so that it can bring the impact on the performance of employees as a whole.However, contrarily if motivation bad and discipline work less well, also the performance of employees to become not optimum and bring negative effects for the company.In this research, that was performed in PT. PLN (Persero) Distribusi Daerah Jawa Tengah dan D.I.Yogyakarta Area Semarang can be known that the performance of employees still not optimal.It is visible from the attainment of performance that is not based on the target.Purpose in this research is to find out the influence of motivation and discipline work against the employee performance in PT. PLN (Persero) Distribusi Daerah Jawa Tengah dan D.I.Yogyakarta Area Semarang PT. PLN (Persero) Distribusi Daerah Jawa Tengah dan D.I.Yogyakarta Area Semarang can be known that the performance of employees still not optimal.It is visible from the attainment of performance that is not based on the target. The purpose of this research is to know the influence of motivation and discipline work against the performance of employees at PT. PLN (Persero) Distribusi Daerah Jawa Tengah dan D.I.Yogyakarta Area Semarang. The research method used is quantitative research. Data obtained in this study through interviews using koesioner. Analysis of the data used is the coefficient of correlation coefficients of Kendall and concordance of the Kendall. From the results of research using the SPSS program it can be known that there is a very weak influence motivation (X 1) against the performance of employees (Y) with a coefficient of correlation of kendall tau of 0.040 (under 0.5) with probability figures 0.709 (greater than 0.05); There is a very weak influence on the discipline of work (X 2) against the performance of employees (Y) with a coefficient of correlation of kendall tau of 0.052 (under 0.5) with probability figures 0.633 (greater than 0.05); For the determination coefficient (R2) indicated on the Kendall Ws Coefficient of 0.491.

Introduction: The objective of the study was to measure and compare the levels of work life balance of operational staff of the four main departments of five star hotels in Delhi. To analyze the levels of work life balance and compare whether there were a significant differences in the levels of work life balance of operating staff from different operational department of five star hotels of Delhi. Materials and Methods: The study is based on the data collected from 121 employees of five star hotels of Delhi, who work in four operational departments of hotels. The data was collected with the help of self-administered questionnaire and analyzed through SPSS software. Result: Analysis of data proved that there was a significant difference in the levels of work life balance experienced by operational staff of five star hotels, highest level of work life balance was experienced by staff of front office and lowest for the of food production department. The result followed a similar pattern for the four dimension of work life balance namely quality time, involvement, satisfaction and health. Conclusion: There was no equality in the levels of work life balance of operating staff of five star hotels, the levels of work life balance was differential among departments, it was highest for the staff working in front office department and then a gradual decrease was noted with each subsequent department namely housekeeping, food service and food production. The differences could be due to factors like shift timings, break shifts etc. Keywords: Work life balance, Five star hotels, Delhi.

Hospitality is one of the most significant components of the tourism industry. Graduates of hospitality management in the twenty-first century are facing an increasingly competitive and unstable employment market; thus, it is critical that they should be equipped with skills that enable them to maximize their full potential. According to Mcnair (2003), in the future, graduates will need to have greater ownership of their employable skills as well as the confidence to cope with economic upheavals in order to capitalize on career opportunities. Employable skills are those that prepare students specifically for the world of work. In common terms, they cover a range of competencies within the categories of hospitality operations skills, human resource skills, personal skills, and conceptual skills. This study relates to employers perceived of Hotel and Restaurant Management graduate skills as deemed required by need for accelerated performance levels in hospitality the businesses for fast change in the skills required of university graduates and to understand what industry needs from education and have education is accomplishing its objectives to prepare qualified graduate for the changing hospitality industry in the Philippines and it aims to determine the factor that measures the employable skills of the hotel. In the context of the findings of the study, the author concluded that the most employable skills as perceived among hotel supervisors in three departments, namely: Housekeeping Department, Front Office Department, and Food and Beverage Department were Front Office Operational Ability, Leadership skills, Communication skills, Cooperative team building, Critical thinking ability, Hands-on experience, and Strategic planning were the seven employable skills possessing a most or significant need for hotel supervisors. However, Restaurant Operational Management, Handling difficult people, Problem-solving and identification and interrelationship possess moderately crucial than their ability to perform the skills while Lodging Administration, Negotiating Skills, Computer Application and Finance and Accounting. Interestingly all four of the lowest rated employable skills in the hospitality industry are cornerstones taught, and it should still be retained because of its essential ratings among hotel supervisors.