ANALISIS PENGARUH HUBUNGAN KERJA SAMA TIM ANTARA ROOM ATTENDANT DAN RECEPTIONIST DALAM MENINGKATKAN KUALITAS PELAYANAN DI NOVOTEL MANADO GOLF RESORT & CONVENTION CENTER
DOI:
https://doi.org/10.61696/juparita.v4i3.1218Keywords:
Teamwork, Room Attendant, Receptionist, Service QualityAbstract
Service quality is a crucial element for the success of a hotel business in meeting guest expectations and ensuring satisfaction. The issue addressed in this study is the suboptimal teamwork between room attendants and receptionists, which affects the quality of service guests receive at Novotel Manado Golf Resort & Convention Center. This study aims to evaluate the impact of teamwork between room attendants and receptionists on service quality levels at the resort. A quantitative approach was employed using a census sampling method, meaning the entire population was included in the sample. Data were collected via questionnaires distributed to respondents. The results indicate that improved teamwork between room attendants and receptionists leads to higher-quality service for guests. Consequently, it can be concluded that teamwork between room attendants and receptionists has a positive and significant influence on service quality. This study is expected to provide valuable insights to help hotel staff enhance interdepartmental coordination and deliver superior service to guests.
References
I Ketut Suardana, D. A. W. (2020). PERANAN RESEPSIONIS DALAM MELAYANI TAMU UNTUK MENUNJANG TINGKAT HUNIAN DI QUEEN OF THE SOUTH RESORT YOGYAKARTA. 3(2), 39–50.
Ibrahim, F. E., Djuhartono, T., & Sodik, N. (2021). Pengaruh Kerjasama Tim Terhadap Kinerja Karyawan Di Pt Lion Superindo. Jurnal Arastirma, 1(2), 316. https://doi.org/10.32493/arastirma.v1i2.12369
Oktazana, D. (2017). KOORDINASI KERJA FRONT OFFICE DEPARTMENT DENGAN HOUSEKEEPING DEPARTMENT DI ASTON KARIMUN HOTEL. JOM FISIP, 4, 1–11.
Kalele, S., Watung, E. A., Kondoj, T. H., Sendow, D. C., Permana, D. E., Solang, J. A., & Towoliu, B. I. (2025). Does The Service Quality Of Banquet Hall Staff Affect The Guest Satisfaction? A Case Study At Hotel Peninsula Manado. International Journal of Tourism Business Research, 4(1), 52-62.
Lagarense, B. E. S., Angsana, J. E. B., Warroka, M. N., Bawole, M. T., & Towoliu, B. I. (2025). ANALISIS PENANGANAN GUEST COMPLAIN DALAM MENINGKATKAN KUALITAS PELAYANAN FRONT DESK HARRIS HOTEL BATAM CENTER. HOSPITALITY AND TOURISM, 8(1).
Lengkey, J. L., Towoliu, B., & Djamali, R. (2015). Pengaruh kualitas pelayanan Room attendant terhadap kepuasan tamu hotel. Hospitality and Tourism, 2(1).
Polii, B. D., & Towoliu, B. I. (2018). MANAJEMEN TATA GRAHA DAN BINATU 1 (HOUSEKEEPING).
Polii, B. D., & Towoliu, B. I. (2018). Manajemen Tata Graha dan Binatu 1 (Housekeeping 1) Tehnik dan Prosedural Pembersihan di Publik Area. Manajemen Tata Graja Dan Binatu, 202.
Ravita Sari, E. R. (2025). ANALISIS KOMUNIKASI ANTAR DEPARTEMEN FRONT OFFICE DAN HOUSEKEEPING DI SAPPHIRE BOUTIQUE HOTEL KUDUS. 19(1978), 5987–5994.
Sanjang, J., Wenas, P. L., & Towoliu, B. I. (2016). Analisis hubungan kualitas pelayanan Front Office department dan citra hotel. Hospitality And Tourism, 3(1).
Sinollah & Masruro. (2019). PENGUKURAN KUALITAS PELAYANAN (Servqual ± Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN (Studi Kasus pada Toko Mayang Collection cabang Kepanjen). Jurnal Dialektika, 4(1), 45–64.
Sugiyono. (2023). METODE PENELITIAN KUANTITATIF KUALITATIF (M. Dr.Ir.Sutopo. S.Pd, Ed.). ALFABETA, cv.
Susanti, A.A Dwi Widyani, N. M. S. U. (2021). Pengaruh Keterlibatan Kerja Karyawan, Loyalitas Kerja Dan Kerjasama Tim Terhadap Kinerja Karyawan CV. Sanitary Bali Pinangsia. Jurnal EMAS, 2, 224–234.
Towoliu, B. I., KAMANSING, D. V., & Kumaat, H. (2016). Analisis Hubungan Pengawasan Supervisor dan Kinerja karyawan pada Food & Beverage Department (Doctoral dissertation, Politeknik Negeri Manado).
Towoliu, B. I., Djawa, D., & Kalele, S. (2019). FINANCIAL ANALYSIS FOR HOTELS, CONVENTIONS & EVENTS.
Towoliu, B. I. (2025). Developing an integrated service training model for local restaurant waiters: Evidence from Manado, Indonesia. Jurnal Pendidikan Vokasi, 15(1), 107-119.
Zulfahmi Agustiad, Sugiman Sugiman, & Ichwan Prastowo. (2024). Analisis Pemenuhan Standar Waktu Pembersihan Kamar Hotel terhadap Kinerja Room attendant di Grand Praba Hotel Bandar Lampung. NAWASENA : Jurnal Ilmiah Pariwisata, 3(1), 188–201. https://doi.org/10.56910/nawasena.v3i1.1720
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Ananda Reza Matthew Lantang, Benny Irwan Towoliu, Mikhael Credo Samuel Mangolo
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Alamat
Email
Tlp/Wa
Instagram