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Contact Name
I Nyoman Anom Fajaraditya Setiawan
Contact Email
anomkojar@stiki-indonesia.ac.id
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+6287762232569
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injogt.catuspata@gmail.com
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Jl.Gunung Cemara No. 64, Sapta Bumi,Kel./Ds.Tegal Harum, Kec.Denpasar Barat, Denpasar
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INDONESIA
International Journal of Glocal Tourism
Published by Catuspata Press
ISSN : 27749614     EISSN : 27749606     DOI : -
International Journal of Glocal Tourism is a double-blind peer-reviewed electronic journal managed and published by Catuspata Press in March, June, September, and December. It was first published in September 2020. This interdisciplinary journal is intended to develop mutual understanding and scientific discourses on tourism as an ongoing global-local process.
Arjuna Subject : Umum - Umum
Articles 12 Documents
Concierge Excellent Service to Increase Customer Satisfaction Putra, I Made Adi Dwi Cahyana; Wendri, I Gusti Made; Budiarta, I Putu
International Journal of Glocal Tourism Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020
Publisher : Catuspata Press

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Abstract

Purpose: This research aims to improve the concierge's excellent service in increasing guest satisfaction at a 5 star hotel in Legian tourist area, Kuta, Badung, Bali, Indonesia. Research methods: Data are analyzed using the theory of Service Quality (SERVQUAL) and Importance Performance Analysis which is described in the Cartesian diagram. Findings: There are negative and positive gaps between guest perceptions and expectations. The attribute that has a negative gap is the X2 variable regarding the cleanliness of the concierge area. Implication: The hotel needs to improve cleanliness of the concierge area, the ability of the concierge to carry on the promised service on time, and suitability of information needed.
The Front Office Strategy on Service Quality Improvement Septariani, Made Windy; Sutarma, I Gusti Putu; Sudiarta, Made; Sudarmini, Ni Made
International Journal of Glocal Tourism Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020
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Purpose: This research aims to determine the strengths, weaknesses, opportunities, and threats in improving the quality of service to guests staying at 5 star hotel in Seminyak, Kuta, Badung, Bali. Research methods: The method of data analysis is a descriptive qualitative, descriptive quantitative, the matrix of IFAS, EFAS, IE Matrix, and SWOT analysis (strength, weakness, opportunity, and threat). This research sample uses 27 people coming from the management and team of Front Office Department. Findings: The results of this analysis show that there are internal and external factors affecting the improvement of the quality of front office services that get from the results of the questionnaire and interviews. Implication: The advice that can be given is to maintain cleanliness in the villa area to avoid complaints and add staff to the front office to help accelerate operational activities.
Check-in Handling by Receptionist to Improve Service Quality Sari, Ni Kadek Cita; Susyarini, Ni Putu Wiwiek Ary; Suarja, I Ketut; Sudiarta, Made
International Journal of Glocal Tourism Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020
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Purpose: This research is done to find out the implementation of check in handling by receptionist in improving the quality of service at a 5 star hotel located in Ubud tourist area, Gianyar, Bali, Indonesia. Research methods: Data collection methods used are observation, interviews, questionnaires, and literature study. The analysis technique used in this research is qualitative descriptive using a 4 level likert scale. Findings: The overall implementation of check in handling has been implemented to the maximum, but there are some standard operating procedures (SOP) that are lacking in its application. Implication: It takes effort from the receptionist to be able to implement maximum check in SOP in order to improve the quality of hotel services.
Implementation of Knowledge Management on Hotel and Spa GSA Employee Performance Praditya, I Putu Gde Jayendra; Suarja, I Ketut; Murni, Ni Gusti Nyoman Suci
International Journal of Glocal Tourism Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020
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Purpose: This research is to know the implementation of Knowledge Management conducted by the management of a 5 star hotel and spa in Nusa Dua tourist area, Badung, Bali, Indonesia, for its Guest Service Agent employees. Research methods: The total respondent on this research is 10 which are Guest Service Agent employees and analysis by using SPSS 25.0. Analyze technique used is a multiple linear regression with personal knowledge, job procedure, and technology as an independent variable and employee performance as a dependent variable. Findings: Knowledge Management was is effective to improve the employee performance in the hotel researched. The technology variable has a significant effect on the performance of the guest service agent employees, as well as the variables of personal knowledge, job procedures and technology simultaneously positively influencing the performance of guest service agent employees. Implication: The management needs to pay more attention to the Knowledge Management that has been done and if possible it can be increased again
Analysis of Guest Satisfaction towards the Quality of Bartender Services Nugraha, Agus Martha Di; Armoni, Ni Luh Eka; Winia, I Nyoman; Mudana, I Gede
International Journal of Glocal Tourism Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020
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Purpose: This research is to determine the level of guest satisfaction with bartender services and efforts to increase guest satisfaction at a 5 star hotel bar in Jimbaran tourist area, Badung, Bali, Indonesia. Research methods: Data are obtained by distributing questionnaires to 50 respondents. The data were then processed by SERVQUAL and Important-Performance Analysis techniques presented with Cartesian Diagrams. Findings: The guest satisfaction with bartender services at the hotel bar as a whole is high indicated by the act that a positive SERVQUAL score gap was more than the negative SERVQUAL score gap Implications: The hotel bar needs to improve the quality of its bartender services, such as coordination between the bartender and waiter/waitress so that there is no delay in the process of service to guests.
Training Program and its Influence to Hotel Employee Performance Ishvari, Putu Radharani Paramitha Sai; Mudana, I Gede; Aryana, I Nyoman Rajin; Sudarmini, Ni Made
International Journal of Glocal Tourism Vol. 1 No. 2 (2020): International Journal of Glocal Tourism - December 2020
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Purpose: This research aims to determine how much the influence of the training application based on need in increasing employee performance at a 5 star hotel in Nusa Dua tourist area, Kuta Selatan, Badung, Indonesia. Research methods: The technique of sample collection that used is simple random sampling with 50 employees of the hotel. The analysis technique used is simple linear regression. Findings: There was a positive influence from training to employee performance. The hypothesis test result shows training (X) had a positive influence to employee performance (Y). This is also shown through t-test value is (12,539) > t table (4,030) which is mean Ho rejected and Ha accepted. Implication: The training must be provided so that employees can work more efficiently and speed up time at work.
Menu Engineering on Main Course to Increase Sales Saraswati, Ni Kadek Ayu; Bagiastuti, Ni Ketut; Elistyawati, Ida Ayu; Sudiarta, Made
International Journal of Glocal Tourism Vol. 1 No. 1 (2020): International Journal of Glocal Tourism - September 2020
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Purpose: This research is to determine the level of popularity and the level of contribution margins on the main course menu and strategies that can be done to increase food sales at a restaurant of a big hotel located in Kuta, Bali, Indonesia. Research methods: The method used in this research is observation, interviews, literature study, and documentation. The data analysis technique used is the menu engineering analysis technique. Findings: Among 18 main course menus, 3 or 16.7% is categorized into the high popularity level and 15 or 83.3% into the low popularity level. Fourteen menus or 77.8% have a high contribution margin level is and the menu that has a low contribution margin level is 4 menus or 22.2%. There are 3 menus or 16.7% in the plowhorse category, as many as 14 menus or 77.8% into the puzzle category, and there are 1 menu or 5% into the dog category. Implication: Strategies to increase food sales are by maintaining the menu, maintaining quality and increasing food prices, promoting the menu, and considering deleting the menu or replacing it with a new menu.
Implementing SOP to Improve Butler Performance Artini, Ni Made Wulan Dwi; Suarja, I Ketut; Sadguna, I Gde Agus Jaya; Sudarmini, Ni Made
International Journal of Glocal Tourism Vol. 1 No. 1 (2020): International Journal of Glocal Tourism - September 2020
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Purpose: The research is to determine whether the implementation of standard operating procedure (SOP) can improve the performance of a butler in a hotel located in Jimbaran tourist area, Bali, Indonesia, and find out the efforts that can be applied to improve the performance of the butler employees. Research methods: This research uses descriptive qualitative method using data collection methods such as observation method by directly observing how a hotel butler handles guests. An interview is done to butler employees, head butler and room division manager; and finally using questionnaires given to all butlers. Findings: All butler of the hotel executes the SOP accordingly and correctly and have also worked optimally. The implementation of the SOP that are well implemented by butler employee has a positive impact on employee performance thus they can work thoroughly, disciplined, and in an organized manner. Implication: SOP is very important to be implemented by butler to improve the performance of butler employees at the hotel.
Hotel Employee’s Job Satisfaction and its Implication to Turnover Intention Kristiani, Luh Putu; Mudana, I Gede; Susyarini, Ni Putu Wiwiek Ary; Sudiarta, Made
International Journal of Glocal Tourism Vol. 1 No. 1 (2020): International Journal of Glocal Tourism - September 2020
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Purpose: This research is to know how the implementation and the level significance of employees’ job satisfaction on turnover intention at a 5 star resort hotel in the southern part of Bali. Research methods: To solve the problem, the writers use quantitative analysis (simple linear regression analysis) and qualitative analysis with SPSS 25. Based on the results it is known that the employees’ job satisfaction at the hotel is quite satisfied with the aspects of the job satisfaction provided by the management. Findings: In the T-test result sig. value 0.003 < 0.005 means the hotel employess’ job satisfaction gives a significant influence, and has a negative influence on turnover intention through the beta coefficient of (?) -0.200, with r square of 0.080 in coefficient determination means that the level significances or contribution of the employees’ job satisfaction variable affecting the turnover intention by 8% and the remainder by 92% is determined by another variable not described in this research. Implication: The hotel management should provide a promotional opportunity to employees and also improve the others employees’ job satisfaction aspects such as salary, workload, and relationship with supervisor and co-workers.
Strategies to Apply Leadership Styles and Workloads to Hotel Employee’s Morale Dewi, Ni Luh Putu Sri Ratih Trisna; Astawa, I Ketut; Nadra, Nyoman Mastiani
International Journal of Glocal Tourism Vol. 1 No. 1 (2020): International Journal of Glocal Tourism - September 2020
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Purpose: This research aims to determine the effect of leadership style and workload partially or simultaneously on employee’s morale at 4 star hotel in Kuta tourist area, southern part of Bali, Indonesia. Research methods: The samples used were 34 respondents using proportionate stratified random sampling techniques. The data collection methods are questionnaires that have been tested for validity and reliability in advance and the analysis technique used is the Classic Assumption Test, T test, F test, Multiple Linear Regression Analysis and Coefficient of Determination Analysis. Findings: The leadership style and workload variables have a significant positive partial effect on employee morale and the leadership style and workload variables have a significant positive effect simultaneously on employee morale. Implication: The influence of the leadership style is quite large in increasing hotel employee morale.

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