The Application of Room Attendant Empathy in Service at Aston Batam Hotel & Residence
DOI:
https://doi.org/10.36276/mws.v21i2.520Keywords:
Empathy, Service, Room Attendant, HotelAbstract
This study aims to explore the application of room attendant empathy in services at Aston Batam Hotel & Residence. Empathy plays a crucial role in the hospitality industry, as it may enhance guest satisfaction and loyalty. However, limited research has been conducted on the specific application of empathy by room attendants in hotel settings. The study will employ a descriptive qualitative research design, utilizing in-depth interviews and observations to gather data. The informants used to select a diverse group of housekeeping departments from Aston Batam Hotel & Residence. The participants will be chosen based on their experience, tenure, and willingness to participate in the study. The data collected will be analyzed, allowing for the identification of recurring patterns and themes related to the application of empathy by room attendants. The analysis will focus on understanding the application of empathy, the ways employed by room attendants to demonstrate empathy, and the impact of empathy on guest satisfaction. The research results show that the application of room attendant empathy in service at Aston Batam Hotel & Residences has a positive impact on guests. In-depth understanding of room attendants in practicing and applying empathy in providing services, more sensitive to guest needs and room attendants trying to fulfill them as best as possible.
Keywords: Empathy; Service; Room Attendant; Hotel
References
Agusnawar. (2002). Resepsionis Hotel, PT. Graha Pustaka Umum: Jakarta.
Anisah. (2016). Lampuuk Beach and its Impact on the Community's Economy. Indonesian Journal of Economics and Public Policy , 2 (November), 69–82.
Azwar. (2012). Metode Penelitian: Yogyakarta. Pustaka pelajar.
Dewi, M. (2019). Teori Pengukuran Pengetahuan, Sikap, Dan Perilaku Manusia, Nuha Medika.
Ifdil, D. (2014). [Conditions of Empathy for Students in the Guidance Study Program...] . 14 , 133–144.
Hakim, M, M., & Lapotulo, N. (2022). Upaya Laundry Attendant Dalam Menangani Pakaian Yang Tertukar Di Beverly Hotel Batam. https://binapatria.id/index.php/MBI/article/view/184. Vol. 17 No. 4. 743-738.
Howe, Cymene. (2015). “Life above Earth: An Introduction.” Cultural Anthropology 30 (2): 203–9.
Hurdawaty and Parantika. (2018). Understanding Hotels. http://repository.binadarma.ac.id/48/2/Kris%20Bab%201.pdf.
Kurniawan, Yulianto. (2017). Usaha Room Boy Dalam Menjaga Standar Kebersihan Kamar Hunian di Abadi Hotel Jogja
Lapotulo, N., Simatupang, D, T., Afriani, M., Dailami. (2023). Penerapan Hygiene Dan Sanitasi Public Restroom Di Beverly Hotel Batam. https://ejournal.bsi.ac.id/ejurnal/index.php/khasanah/article/view/15618. Vol 14, No 1. 37-42.
Lengkey. (2015). The Role of Human Relations on Employee Work Motivation in the Regional Personnel Agency (Bkd) of North Sulawesi Province. Journal of Actadiurna, V(5), 1–10
Maluto, Winang, S. (2014). Peranan Room Attendant Dalam Upaya Mengatasi Keluhan Tamu Di Hotel Quality Gorontalo.
Panuntun, J, G. (2012). The Relationship between Parenting Styles and Empathy in Class X Students of SMK 3 Salatiga in the 2012/2013 Academic Year. Undergraduate Thesis at FKIP UKSW Salatiga: not published.
Parasuraman, A, Valerie. (2001). (Diterjemahkan oleh Sutanto) Delivering Quality Service. The Free Press, New York.
Pratiwi, A. S. & Dewi, K. C. (2016). Pengaruh E-Service Quality Terhadap Behavior Intentions Dengan E-Satisfaction Sebagai Mediator, 10(2), 59–71.
Simatupang, D, T, & Pandiangan, E. (2022). Analysis Of Room Attendants In Implementing Standard Operational Procedures At Travelodge Batam. 01 (02), 62–67.
Sinaga, H,B,A., & Lapotulo, N. (2022). The Role of Room Attendants in Handling Room Hygiene and Sanitation at Os Hotel Batu Aji Batam. Bloom , 1 (2), 62–68.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D, Cetakan ke-24. Bandung: Alfabeta.
Wiyasha, IBM. (2007). Akuntansi untuk Hotel dan Restoran. Yogyakarta: Andi.
Wulansari, D. & H. M. (2019). Pelaksanaan Operasional Food and Beverage Department Dalam Pencapian Excelent Service Di Crystal Lotus Hotel Yogyakarta. Jurnal Khasanah Ilmu, Vol.10 No., 156. Diambil dari: https://ejournal.bsi.ac.id/ejurnal/index.php/khasanah/article/view/6681/3662
Downloads
Published
How to Cite
License
Copyright (c) 2023 Elvia Ratna Sari, Nensi Lapotulo
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
