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
Issue
Section
License
Copyright (c) 2023 Elvia Ratna Sari, Nensi Lapotulo
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Media Wisata applies a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) to all articles published in the journal.
Under this license, readers and other users are permitted to share, copy, redistribute, remix, transform, and build upon the published work, including for commercial purposes, provided that the applicable license conditions are respected.
Copyright Ownership
Authors retain the copyright of their published work.
By submitting a manuscript to Media Wisata, authors grant the journal the right of first publication of the article.
The right of first publication is granted on the condition that the article is simultaneously made available under the Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0).
The copyright ownership of the article remains with the authors unless otherwise agreed in a separate written agreement.
Creative Commons Attribution-ShareAlike 4.0 International License
The CC BY-SA 4.0 license permits users to:
- Share — copy and redistribute the material in any medium or format; and
- Adapt — remix, transform, and build upon the material for any purpose, including commercial purposes.
These permissions are subject to the following conditions:
Attribution
Users must provide appropriate credit to the original author(s), provide a link to the applicable license, and indicate whether changes were made.
Attribution must be provided in a reasonable manner and must not suggest that the original author(s) or Media Wisata endorse the user or the use of the work.
ShareAlike
If users remix, transform, or build upon the material, the resulting contribution must be distributed under the same CC BY-SA 4.0 license.
No Additional Restrictions
Users may not apply legal terms or technological measures that legally restrict others from exercising the rights granted by the CC BY-SA 4.0 license.
The full license terms are available through the official Creative Commons website.
Author Rights
Authors retain the right to:
- use their published work for teaching, research, and other scholarly purposes;
- share and disseminate their published work through legitimate academic and professional channels;
- deposit and share the published article through institutional repositories, subject to applicable repository policies;
- use the article or substantial parts of it in future scholarly works, books, dissertations, or other academic publications, provided that the original publication in Media Wisata is appropriately acknowledged; and
- enter into separate non-exclusive agreements concerning the distribution or reuse of their work, provided that the original publication in Media Wisata is acknowledged.
Self-Archiving and Online Dissemination
Authors are permitted and encouraged to share their work online before, during, and after the submission and publication process, including through:
- institutional repositories;
- personal or institutional websites;
- academic profiles and networks; and
- other legitimate scholarly communication platforms.
When sharing a published article, authors are encouraged to provide a link to the official Media Wisata article page and acknowledge the original publication.
Third-Party Material
Authors are responsible for ensuring that all third-party materials included in their manuscripts, such as photographs, figures, tables, instruments, datasets, or other copyrighted materials, are appropriately attributed and used with the necessary permission or under a license that permits such use.
The CC BY-SA 4.0 license applied to an article does not automatically apply to third-party materials that are separately identified as being subject to different copyright or licensing conditions.
Author Responsibilities
Authors are responsible for ensuring that:
- the submitted manuscript is original;
- they have the necessary rights to submit and publish the manuscript;
- all sources and third-party materials are properly acknowledged;
- required permissions for copyrighted materials have been obtained; and
- publication of the manuscript does not infringe the rights of any third party.
Relationship with Open Access
Media Wisata provides immediate and free access to its published articles in accordance with its Open Access Policy.
The open access status of the journal and the CC BY-SA 4.0 license are intended to facilitate the lawful dissemination, reuse, and scholarly impact of published research while preserving authorship and attribution.
License Statement
Unless otherwise stated, all articles published by Media Wisata are licensed under:
Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0).
For the complete license terms, please refer to the official Creative Commons license information.
