SISTEM RESERVASI PADA DEPARTEMEN FRONT OFFICE DI BANYAN TREE RESORT AND SPA BINTAN

• Main Author: Banjarnahor, Triadianto (Author)
• Format: Book
• Published: 2013-12-20.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/4333/1/S_MRL_0704701_Title.pdf; http://repository.upi.edu/4333/2/S_MRL_0704701_Abstract.pdf; http://repository.upi.edu/4333/3/S_MRL_0704701_Table%20of%20Content.pdf; http://repository.upi.edu/4333/4/S_MRL_0704701_Chapter1.pdf; http://repository.upi.edu/4333/5/S_MRL_0704701_Chapter2.pdf; http://repository.upi.edu/4333/6/S_MRL_0704701_Chapter3.pdf; http://repository.upi.edu/4333/7/S_MRL_0704701_Chapter4.pdf; http://repository.upi.edu/4333/8/S_MRL_0704701_Chapter5.pdf; http://repository.upi.edu/4333/9/S_MRL_0704701_Bibliography.pdf; http://repository.upi.edu/4333/10/S_MRL_0704701_Appendix.pdf
• Keywords: Manajemen Resort & Leisure

Penelitian ini dilakukan pada Banyan Tree Resort and Spa Bintan. Penelitian ini bertujuan untuk memperoleh gambaran tentang sistem reservasi secara keseluruhan dari kualitas pelayanan bagian reservasi di Banyan Tree Bintan dan merumuskan bagaimana kualitas pelayanan bagian reservasi untuk memperbaiki sistem reservasi agar tamu jadi memilih Banyan Tree Bintan untuk dikunjungi. Masalah yang dikaji dalam penelitian ini adalah kualitas pelayanan bagian reservasi pada saat proses reservasi di Banyan Tree Bintan. Penelitian ini menggunakan metode penelitian deskriptif. Alat pengumpulan data yang digunakan yaitu dengan kuesioner. Teknik pengumpulan data yang dilakukan yaitu dengan cara menyebarkan kuesioner, observasi lapangan, dan studi dokumentasi. Teknik pengolahan data yang digunakan adalah analisis kualitatif, dan analisis kuesioner. Berdasarkan analisis yang dilakukan, sistem reservasi Banyan Tree Resort and Spa Bintan telah berjalan sesuai prosedur yang dimiliki oleh resort ini, akan tetapi masih ada faktor-faktor negatif dari kinerja masing-masing individu staf reservasi Banyan Tree Bintan. Berdasarkan analisis kuesioner yang dilakukan, dihasilkan nilai dari rekapitulasi, yang menyatakan sebagian besar sampel menjawab baik dan cukup, sedangkan sebagian kecil menjawab sangat baik maka hasil penelitian menunjukan sistem reservasi Banyan Tree Bintan sudah berjalan dengan baik tapi belum maksimal atau belum mencapai nilai sangat baik. Kata Kunci: analisis, sistem reservasi, kualitas pelayanan This research has been done in Banyan Tree Resort and Spa Bintan. The purpose of this research is to acquire the description about the overall reservation system from the service quality of reservation department in Banyan Tree Bintan, and formulate how the reservation services so that the guest would prefer Banyan Tree Bintan to be visited. The problem studied in this research is the service quality of Reservation Department in Banyan Tree Bintan reservation process. This research uses a descriptive research method. The data collection tool used is the questionnaire. Data collection technique used is to spread the questionnaire, field observation, and documentation study. Data processing used is qualitative analysis and questionnaire analysis. Based on the analysis that have been performed, the reservation system of Banyan Tree Resort and Spa Bintan have been run according to the resort operation procedure. However there are still some negative factors owned by each of the Banyan Tree Reservation Staff individual performance. Based on the questionnaire analysis, the value of the recapitulation generated stating that the majority samples respond by answer "Good" and "Enough", while the minority samples respond by answer "Very Good". Therefore, the result of the research indicate that Banyan Tree Bintan Reservation System has already been well done underway smoothlly, but still not reach the expected "Very Good" Mark. Key Word: analysis, reservation system, Service Quality