Peranan Concierge dalam Memberikan Informasi Wisata untuk Meningkatkan Kepuasan Tamu di Swiss-Belhotel Solo

Abstract

This study aims to analyze the role of concierge staff in providing tourist information to improve guest satisfaction at Swiss-Belhotel Solo. The study used a descriptive qualitative approach. Data were collected through observation, semi-structured interviews, and documentation involving an assistant front office manager, concierge staff, and a hotel guest. Data analysis followed the stages of data collection, data reduction, data presentation, and conclusion drawing. Data credibility was supported through source and technique triangulation. The findings show that concierge staff play a significant service role in helping guests obtain tourist information that is clear, accurate, current, and relevant to their needs. The concierge role extends beyond giving destination names to recommending tourist attractions and culinary locations, explaining access, supporting travel arrangements, and responding to guest needs. Guest feedback indicates positive satisfaction with the clarity and relevance of information, the detail of explanations, the attention given to individual needs, the friendliness and politeness of staff, the speed of service, and professional appearance. The study also found that Swiss-Belhotel Solo does not have a specific standard operating procedure for tourist information. Staff therefore rely on individual awareness, end-of-shift evaluation, and social media to update destination information. Changes in tourist attraction operating hours remain a challenge. The study implies that a dedicated tourist information guideline, periodic product knowledge updates, and stronger coordination during busy periods can support more consistent concierge service. The study contributes empirical evidence on concierge-based tourist information services in a hotel setting and provides practical input for improving guest service quality.