Sunan Hotel Solo boasts the most complete MICE facilities in the city of Solo. According to the website tripadvisor.com, Hotel Sunan ranks first according to guest ratings followed by Novotel Solo and in third place is Ibis Solo.
Background of the Study
Company Profile
Many and various MICE events, both local and international, have been held at Sunan. In 2008, Sunan hosted Munas APEKSI (a meeting of all Indonesian mayors) in July 2008 and (Organization of World Heritage Cities) in October.
Operational Manual
- Marketing Manager
- Front Office Manager
- Executive Housekeeper
- Executive Chef
Front manager jobs fall into two categories: First, take responsibility for planning, directing, supervising and coordinating all front office activities to maximize revenue from room sales, minimize department expenses and ensure guest satisfaction with front office services. His job description includes reading the duty manager's logbook, reporting directly or indirectly (through the logbook) all major events to the front office manager, supervising the department, handling all customer complaints and energy conservation, and assisting or providing assistance at the request of superiors.
Competition
The second place is occupied by Novotel Solo and in the third place is Ibis Solo.
Problem Identification
Problem Statement
Research Objectives
Significance of the Study
Theoretical Framework
From this we can conclude that the attitude and behavior of the porters is exceptional (they are warm and receptive). From this it can be concluded that the courtesy and friendliness of the porters is exceptional with some room for improvement (they are very polite and friendly). From this it can be concluded that the speed and skill of the goalkeepers is very good with some room for improvement (they are fast and skillful).
Based on this, it can be deduced that the attitude and behavior of the lobby workers is just satisfactory with some room for improvement (they are not warm and receptive enough). From this it can be deduced that the lobby workers' knowledge is just satisfactory (they are not knowledgeable enough). From this it can be deduced that the lobby workers' ability to handle luggage is satisfactory.
From this it can be concluded that the placement and layout of the lobby is very good. From this it can be concluded that the cleanliness of the lobby is very good. From this it can be concluded that the arrangement of the lobby is simply satisfactory with a lot of room for improvement.
From this it can be deduced that the set-up and decoration of the bedroom is really good. From this it can be deduced that the comfort level in the bedroom is very good.
Limitation of the Study
LITERATURE REVIEW
Hospitality Industry
The hospitality industry consists of a broad category of fields within the hospitality industry is a multi-billion dollar industry that largely depends on the availability of leisure time and disposable income. The industry is divided into sectors according to the skills required for the work involved. Utilization rate or the reverse "vacancy" is an important variable for the hospitality industry.
This led to the formation of services with the aim of increasing the usage rate. Information about required or offered products is brokered on business networks used by both sellers and buyers. Hospitality industry players find advantage in old classics (location), initial and ongoing investment support (reflected in the material maintenance of facilities and the luxuries contained therein), and certain themes adopted by the marketing arm of the organization in demand (e.g. are also the characteristics of the staff who work in direct contact with the customers.The authenticity, professionalism and genuine concern for the happiness and well-being of the customers communicated by successful organizations is a clear competitive advantage.
There are three accommodations for the hospitality industry: hostel, hotel and motel (Daniel, et al., 2011).
Service
- Intangibility
- Parishability
- Inseparability
- Simultaneity
- Variability
18 service provider to consumer nor returned from service consumer to service provider. The exclusive service can be ordered from the service provider, who must create and perform the service at the express request of the authorized service technician. Service-relevant resources, processes and systems are assigned to provide services over a specified period of time.
When the service has been fully delivered to the requesting service consumer, this particular service disappears irreversibly as it has been consumed by the service consumer. The service provider is indispensable for service delivery as he must generate the service promptly and deliver it to the requesting service consumer. Moreover, the service consumer is inseparable from service delivery because he is involved in it from the time of its request to the consumption of the delivered benefits.
Examples: The service consumer must sit in the hairdresser's shop & chair or in the plane & seat; correspondingly, the hairdresser or the pilot must be in the same shop or plane respectively to deliver the service.
Organization
- Classic Organization Hotel
- Modern Organization Hotel
- The Element of Organization Structure
- Specialization
- Departmentalization
- Authority
- Sapan of Control
- Coordination of Activities
Hotels in the United States at the beginning of the twentieth century, the classic European hotel organization model prevailed. This structure recognized the importance of the role that food and its preparation played in the hotels of the time (Rutherford and O'Fallon, 2007). Organizing describes all the work that must be done to achieve the organization's goals.
Organization sets up a mechanism to coordinate the work of organizational members so that it forms a unified, harmonious whole. Organizing creates a mechanism to monitor the effectiveness of the organization's efforts to achieve its goals. At one extreme is the case of little or no specialization, where an individual worker is responsible for all the tasks required to complete a job.
Line managers have responsibility for business units that provide products or services to customers and account for the revenue of the business.
Customer Satisfaction
If the set consists of an even number of data, the median will be the average of the two middle data. The total sample of the questionnaire used in this research is 50 respondents from different cities. The age and gender of the respondents of the Sunan Solo Hotel can be seen from tables 4.1 and 4.2.
Question number 1 asked guests about the attitude and behavior of the doormen when responding to a guest(s). 11 (22%) of the guests gave 3 points for sufficiently satisfied, 29 (78%) gave 4 points for satisfied and 10 (38%) gave 5 points for very satisfied, arriving at an average score of 3.98 From this it can be deduced that the speed and skill of the lobby workers is just satisfactory with room for improvement (they are not fast enough). 8 (16%) of the guests gave 3 points for sufficiently satisfied, 36 (72%) gave 4 points for satisfied and 6 (12%) gave 5 points for very satisfied, arriving at an average score of 3.96 From this it can be deduced that the cleanliness of the bedroom is just satisfactory with room for improvement.
Through this, it can be concluded that all the variables elicit a more than satisfied response.
METHODOLOGY
Research Method
Quantitative research refers to the systematic empirical study of social phenomena via statistical, mathematical or computational techniques. The goal of quantitative research is to develop and employing is central to quantitative research because it provides the fundamental connection between relationships (Given, 2008). The goal is to collect an objective result from a large enough sample, hoping for a yield of one from the participants.
The researcher looks for a trend and describes the information in trends and patterns exclusively to that set of participants. Quantitative research is widely used in social sciences such as a study, and drawing any more general conclusions is done only through hypotheses. On the other hand, qualitative research methods are often used to gain a better understanding of things like intentionality and meaning.
Research Instruments
- Validity and Reliability
- Descriptive Statistic Analysis
- Column and Pie Chart …
- Histogram
- Measures of Central Tendency
- Measures of Variability
Qualitatively, a negative skewness indicates that the tail on the left side of the probability density function is longer than the right side, and the majority of values (possibly including the median) lie to the right of the mean. A positive skew indicates that the tail on the right side is longer than the left side, and the majority of values lie to the left of the mean. The visitors are currently staying at Hotel Sunan Solo at the time of the questionnaire.
A descriptive analysis of guests' evaluations according to their level of satisfaction with the four indicators of concierge, lobby workers, lobby and room can be seen in Table 4.4.
Sampling Data
ANALYSIS AND DATA INTEPRETATION
General Respondents Information
Unfortunately, there is an age of more than 50, which accounts for 10%, and an age of less than 20, which accounts for 8%. Sunan Hotel offers 128 rooms consisting of 1 presidential suite, 2 suites, 8 junior suites, 14 executive business rooms and 103 deluxe rooms.
Validity and Reliability
Descriptive Analysis
As shown in Table 4.6, we can see the percentage out of 50 respondents for each of the 18 questions. From this it can be deduced that guests are less than satisfied with the lobby workers. From this it can be concluded that the bedroom facilities are not entirely satisfactory with much room for improvement.
8 (6%) of the guests gave 3 points for sufficiently satisfied, 39 (56%) gave 4 points for satisfied and 3 (38%) gave 5 points for very satisfied, which comes to an average score of 3.9. inferred that the bedroom is almost satisfactory. The author would like to make the following suggestions based on the results of research and analysis of results.
CONCLUSION AND RECOMMENDATION
Conclusion
The average scores given by the respondents to the level of service put first the doormen (4.21), followed by the atmosphere and environment in the lobby (4.07), the comfort and environment in the room (3.95) and the workers in the lobby (3 .95).
Recommendation
Check the list of additional services that you enjoy and use at Sunan Solo Hotel. If you have enjoyed and used the above additional features, please check what is the reason for your choice. Give your impression and advice about the services and additional services at Hotel Sunan Solo by writing in the blank space below.
