IMPLEMENTASI PELAYANAN PRIMA PADA LAYANAN TELEPON OPERATOR DI HOTEL HARRIS RESORT WATERFRONT, BATAM, INDONESIA
DOI:
https://doi.org/10.23887/jmpp.v7i3.85526Kata Kunci:
Pelayanan Prima, Layanan, Telepone OperatorAbstrak
Penelitian ini bertujuan untuk menganalisis penerapan model pelayanan yang baik pada layanan telepon operator Harris Resort Waterfront Batam. Penelitian kualitatif adalah metode dalam penelitian ini. Pengumpulan data melalui observasi, wawancara, dan dokumentasi. Analisis data mencakup menggunakan analisis deskriptif. Hasil penelitian menunjukkan bahwa Harris Resorts berupaya memberikan pelayanan prima, namun masih terdapat kesenjangan antara teori dan praktik. Penelitian ini memberikan rekomendasi untuk perbaikan dan pengembangan lebih lanjut. Penelitian ini menyelidiki penerapan model layanan unggul pada layanan telepon Harris Resort Waterfront Batam. Penelitian menunjukkan bahwa kualitas layanan penyedia telepon mempunyai pengaruh yang signifikan terhadap kepuasan tamu. Implikasi dalam penelitian ini penting bagi pelaku bisnis perhotelan dalam upayanya meningkatkan kualitas pelayanan, terutama pada tataran interaksi pertama dengan tamu. Rekomendasinya mencakup pelatihan operator yang lebih intensif, pengembangan sistem informasi yang lebih terintegrasi, dan pengukuran kinerja yang lebih komprehensif.
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