Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Journal Title: Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Initials: JEMPPER Frequency: Januari, Mei dan September Print ISSN: 2809-5901 Online ISSN: 2809-6037 Editor in Chief: R. Agrosamdhyo, SE., MM. (STAI Denpasar) DOI: 10.55606 Publisher: Lembaga Pengembangan Kinerja Dosen Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan (JEMPPER): ISSN: 2809-5901(cetak), ISSN: 2809-6037 (online) menyambut baik kiriman yang memberikan wawasan tentang terkini dan utama yang berhubungan dengan studi Ilmu Ekonomi Manajemen termasuk Manajemen Pariwisata dan Perhotelan .Jurnal ini terakreditasi SINTA 5 (Surat Keputusan Direktur Jenderal Pendidikan Tinggi, Riset, dan Teknologi Nomor 10/C/C3/DT.05.00/2025 tanggal 21 Maret 2025 tentang Peringkat Akreditasi Jurnal Ilmiah Periode I Tahun 2025) dimulai dari Volume 1 Nomor 2 Tahun 2022 sampai Volume 6 Nomor 1 Tahun 2027. Jurnal ini menyediakan tempat bagi para peneliti dan praktisi Ekonomi Manajemen termasuk bidang kepariwisataan dan perhotelan untuk mengembangkan, mengembangkan dan meningkatkan pengetahuan di bidang-bidang yang muncul dan berkembang dalam studi Ilmu Ekonomi Manajemen termasuk Manajemen Pariwisata dan Perhotelan. Artikel bisa ditulis dalam bahasa Inggris bahasa Indonesia. Indexed by : Journal Sponsors and Partners :
Kontribusi Lingkungan Kerja Positif Dalam Mendorong Pembentukan Karakter Etis Pegawai Hotel
Employees are not only considered as task executors, but also as representatives of hotel values and image. Character development such as integrity, empathy, and responsibility are top priorities in HR management. Hotel guests today do not only judge from the facilities, but also from the attitudes and behaviour of the staff. Sincere, polite, and empathetic service is a selling point that is influenced by the ethical character of employees. The purpose of this study was to determine the contribution of a positive work environment in encouraging the formation of ethical character of hotel employees. The informants in this study were 4 (four) people, namely employees who work at Grand Mercure Maha Cipta Medan Angkasa. The research method uses a qualitative method. The sampling technique is by using purposive sampling. The data collection method is by using observation, literature study and interview guidelines. Data analysis uses data analysis and theme analysis methods. The results of this study are: A positive work environment will play a role in forming ethical character because it provides a safe and supportive space for employees to develop into ethical individuals and are ready to provide excellent service for employee and guest satisfaction.
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Penerapan Nilai-Nilai Karakter Kerja dalam Pengelolaan Usaha Hospitality di Kawasan Ekowisata Tangkahan
Pariwisata berbasis ekowisata merupakan salah satu strategi penting dalam pengembangan destinasi wisata berkelanjutan melalui integrasi konservasi lingkungan dan pemberdayaan masyarakat lokal. Kawasan Ekowisata Tangkahan di Kabupaten Langkat merupakan salah satu destinasi berbasis masyarakat; namun demikian, perkembangannya belum sepenuhnya diikuti oleh konsistensi kualitas layanan, khususnya dalam penerapan nilai-nilai karakter kerja oleh pelaku usaha hospitality. Oleh karena itu, penelitian ini bertujuan untuk menganalisis penerapan nilai-nilai karakter kerja dalam pengelolaan usaha hospitality di kawasan tersebut. Penelitian ini menggunakan pendekatan kuantitatif dengan metode deskriptif. Populasi penelitian adalah seluruh pelaku usaha hospitality di kawasan Tangkahan dengan menggunakan teknik sampling jenuh. Variabel independen dalam penelitian ini adalah karakter kerja yang diukur melalui indikator disiplin, tanggung jawab, kejujuran, komunikasi, dan kerja sama, sedangkan variabel dependen adalah pengelolaan usaha hospitality. Analisis data dilakukan menggunakan analisis deskriptif yang didukung oleh uji validitas dan reliabilitas. Hasil penelitian menunjukkan bahwa penerapan nilai-nilai karakter kerja berada pada kategori cukup baik, dengan nilai rata-rata berkisar antara 3,56 hingga 3,68. Hal ini menunjukkan bahwa pelaku usaha telah menerapkan prinsip dasar karakter kerja dalam pelayanan. Namun demikian, masih terdapat berbagai kendala, seperti keterbatasan sumber daya manusia, sistem pengelolaan yang masih manual, serta budaya kerja kekeluargaan yang memengaruhi konsistensi penerapan standar profesional. Penelitian ini menekankan pentingnya penguatan karakter kerja melalui pelatihan, penyusunan standar operasional prosedur, serta peningkatan kapasitas sumber daya manusia guna meningkatkan kualitas layanan dan daya saing destinasi.
Pengaruh Self-Efficacy dan Lingkungan Kerja terhadap Kinerja Karyawan di Quest Hotel Kuta Bali
This study is motivated by the importance of employee performance as a strategic factor in maintaining service quality in the hospitality industry, especially city hotels such as Quest Hotel Kuta, which face the challenges of performance variation and guest complaints related to service. This research is based on Bandura's self-efficacy theory, Sedarmayanti's work environment concept, and Mangkunegara's employee performance theory, which are integrated into a conceptual framework to examine the influence of self-efficacy and work environment on employee performance. The approach used is quantitative with a causal associative design, using a population of 43 employees at Quest Hotel Kuta who were taken through a total sampling technique. Using SPSS, instrument testing, classical assumption testing, multiple linear regression, correlation, t-test, F-test, and coefficient of determination were carried out. Primary data were collected through a Likert scale questionnaire and supplemented by observations, interviews, and documentation studies. The research shows that the work environment and employee self-efficacy have a positive and substantial influence on performance, and these two factors interact strongly to influence the level of employee determination. Efforts to improve staff performance at Quest Hotel Kuta are centered on increasing self-efficacy and improving the work environment.
Analisis Kebijakan Pengembangan Ekowisata Berbasis Masyarakat di Dermaga Kereng Bangkirai: Tinjauan Regulasi, Partisipasi Komonitas dan Pelestarian Ekosistem Gambut Sabangau
The post-pandemic recovery of Indonesia's tourism sector has spurred a significant shift towards sustainable tourism, establishing Community-Based Ecotourism (CBET) as a vital approach for high-value conservation areas. This research analyzes CBET policy development at Dermaga Kereng Bangkirai, Palangka Raya, Central Kalimantan, by integrating three dimensions: the effectiveness of local government regulations, community participation via Pokdarwis, and the ecological implications for the Sebangau National Park peatland ecosystem. Utilizing a qualitative library research method, the study synthesizes secondary data including regulations, accredited journals, and official reports from 2020–2026 through content and thematic analysis. Findings reveal three structural challenges: regulatory disharmony between local revenue targets and national conservation mandates; CBET participation remaining in a transitional phase where Pokdarwis involvement is limited to pragmatic economic interests; and latent ecological threats, such as hydrocarbon pollution and habitat disturbance, arising from insufficient mitigation instruments. The study highlights the urgent need for integrated policy engineering that harmonizes tourism, community empowerment, and peatland ecosystem preservation. These findings provide a strategic framework for stakeholders, ultimately contributing to the achievement of Sustainable Development Goals (SDG) 8 and SDG 15.
Strategi Pengelolaan Linen dan Laundry dalam Operasional Pada Samosir Villa Resort Kabupaten Samosir
Linen and laundry management is a critical aspect of hotel housekeeping operations because it directly affects cleanliness, guest comfort, service continuity, and operational cost efficiency. Fluctuating occupancy levels require hotels to manage linen availability carefully while maintaining hygiene standards and preventing service disruptions. This study aims to analyze the strategies applied in linen and laundry management, identify operational challenges, and examine managerial efforts to overcome these problems at Samosir Villa Resort, Samosir Regency. This research employed a descriptive qualitative approach with a case study method. Informants were selected through purposive sampling and consisted of a Housekeeping Supervisor and a Room Attendant who were directly involved in linen and laundry activities. Data were collected through semi-structured interviews, observation, and documentation. Data analysis followed the interactive model of Miles, Huberman, and Saldaña, including data condensation, data display, and conclusion drawing and verification. The findings show that linen and laundry management strategies include the use of personal protective equipment, collection of soiled linen in covered containers, linen sorting before washing, appropriate folding, and hygienic storage of clean linen. Several challenges were found, including laundry delays during high occupancy, machine breakdowns, limited linen stock, and the risk of linen damage caused by improper handling. Managerial efforts include preparing reserve linen, conducting regular staff briefings, improving resource-use efficiency, and planning the procurement of higher-capacity laundry equipment. These findings can serve as an evaluation reference for hotel management in improving linen and laundry effectiveness, supporting smooth hotel operations, and enhancing guest service quality in the future.
Analisis Tata Kelola Ekowisata Kereng Bengkirai sebagai Destinasi Pariwisata Berkelanjutan Kawasan Taman Nasional Sebangau
This study aims to analyze the ecotourism governance of Kereng Bengkirai as a sustainable tourism destination located within Sebangau National Park. Sustainable ecotourism governance requires effective collaboration among government agencies, local communities, tourism managers, and other stakeholders to ensure environmental conservation while improving community welfare. This research employed a descriptive qualitative approach, with data collected through observations, in-depth interviews, and documentation. Data were analyzed based on governance principles and the 4A tourism components, namely Attractions, Amenities, Accessibility, and Ancillary Services. The findings reveal that the governance of Kereng Bengkirai ecotourism has not yet been implemented optimally. This condition is reflected in the limited participation of local communities in decision-making processes, insufficient transparency in program implementation, unclear accountability among stakeholders, and weak coordination between institutions. In addition, inadequate tourism facilities, limited accessibility, and the low capacity of human resources remain significant challenges in supporting sustainable tourism development. Despite its considerable natural and ecological potential, these governance constraints reduce the effectiveness of tourism management and limit its contribution to local economic development and environmental conservation. Therefore, strengthening governance through greater community participation, improved transparency and accountability, enhanced stakeholder collaboration, capacity building, and better supporting infrastructure is essential to achieve sustainable ecotourism management and ensure the long-term preservation of Kereng Bengkirai as one of Indonesia's ecotourism destinations.
Analisis Pengembangan Wisata Halal di Pantai Siring Laut dalam Perspektif Global Muslim Friendly Tourism
This study aims to analyze the development potential of halal tourism at Siring Laut Beach, Kotabaru Regency, based on the Global Muslim Friendly Tourism (GMFT) perspective. The research employs a qualitative method with a descriptive approach to provide a comprehensive understanding of the destination's readiness to meet halal tourism standards. Data were collected through observations, interviews with relevant stakeholders, documentation, and literature reviews. The analysis was conducted using the 4A tourism framework (Attraction, Accessibility, Amenities, and Ancillary) alongside the ACES framework (Access, Communication, Environment, and Services). The findings indicate that Siring Laut Beach possesses significant potential as a halal tourism destination due to its attractive coastal scenery, family-friendly atmosphere, and supportive accessibility. However, several aspects require further improvement, including the provision of halal-certified food and beverages, adequate worship facilities, halal tourism branding and promotion, service quality enhancement, and stronger institutional support. The study concludes that optimizing these elements is essential for enabling Siring Laut Beach to fulfill Global Muslim Friendly Tourism standards and strengthen its competitiveness as a sustainable halal tourism destination.
Peran Museum Bank Indonesia sebagai Sarana Wisata Edukasi Sejarah
. This study analyzes the role of the Bank Indonesia Museum (MuBI) in Jakarta as a historical educational tourism facility. Using a qualitative approach with a case study method, data were collected through observation, interviews, and documentation. The findings show that MuBI serves as an effective historical learning space through three main aspects. First, its numismatic and non-numismatic collections contain historical value and are closely related to everyday life. Second, information is presented with the support of interactive technologies, including touchscreen displays, sound domes, magic books, interactive floors and screens, and immersive spaces, making the learning process more engaging and contextual. Third, MuBI offers public programs based on edutainment, combining education and entertainment. Visitor perceptions indicate that the museum provides an attractive learning experience through its collections, spatial arrangement, and technology. However, some visitors still find the central banking material difficult to understand, while visit motivations are often recreational and influenced by visual appeal. Overall, MuBI has effectively integrated preservation, education, and recreation, although material simplification and communication strategies still need improvement.
Pengaruh Konten TikTok terhadap Revisit Intention Wisatawan Generasi Z di Kawasan Blok M Jakarta
This study aims to analyze the effect of TikTok content on the Revisit Intention of Generation Z tourists in the Blok M area, Jakarta. The rapid growth of social media, particularly TikTok through its For You Page (FYP) feature, has transformed the way young tourists obtain information and make travel decisions. Blok M has recently experienced urban regeneration and emerged as a creative and culinary destination frequently promoted through TikTok content. This research employed a quantitative associative approach using purposive sampling techniques. Data were collected from 30 Generation Z respondents who had been exposed to TikTok content about Blok M and had visited the destination at least once. The data were analyzed using simple linear regression. The findings indicate that the research instrument is valid and reliable and meets the normality assumption. The regression results reveal that TikTok content has a positive and significant effect on Revisit Intention (t = 15.013; p < 0.001). Furthermore, the coefficient of determination shows that TikTok content explains 88.9% of the variance in revisit intention. These findings suggest that visual attractiveness, information quality, and content authenticity on TikTok play an important role in encouraging repeat visits among Generation Z tourists. The study contributes to the growing literature on digital tourism marketing and urban destination management.
Strategi Pengawasan Partisipatif untuk Mendukung Pengembangan Desa Wisata Paranggupito, Kabupaten Wonogiri
The purpose of this study is to analyze the strategies employed by the Wonogiri Regency Election Supervisory Agency (Bawaslu) in implementing participatory oversight in Paranggupito Subdistrict, while also examining how these strategies intersect with efforts to empower the community as a tourism village. The study uses a descriptive qualitative approach, with data collected through interviews and document analysis. The results show that the Wonogiri Regency Bawaslu implemented two main strategies: partnering with educational institutions by signing a Memorandum of Understanding (MoU) with Pancasila 3 High School in Paranggupito; and designating Gudangharjo Village as a Participatory Oversight Village while involving local youth in outreach activities during cultural events. This study also found a two-way relationship between participatory oversight and the life of the tourism village: on the one hand, the character of the tourism village community facilitates the dissemination of oversight values, and on the other hand, residents’ involvement in election oversight helps foster a sense of trust and openness, which also serves as an important asset for the management of the tourism village itself. In other words, the trust and organizational habits that have grown out of this participatory oversight program ultimately help sustain the Paranggupito tourism village. This study concludes that the sustainability of both of these aspects depends heavily on the consistency of Bawaslu’s guidance and the government’s long-term commitment.
Peran Nilai Spiritualitas dalam Pengembangan Desa Wisata Berbasis Masyarakat
Community-based tourism succeeds only when the values villagers already live by are treated as development assets rather than mere cultural backdrop. This qualitative descriptive study examines the role of spiritual values in the community-based development of Silalahi II Tourism Village, Silahisabungan District, Dairi Regency, a lakeside settlement within the Toba Caldera UNESCO Global Geopark. Data were collected through in-depth interviews with three purposively selected key informants (a tourism village manager, a community elder, and a local homestay entrepreneur), participatory observation, and documentation study, then analyzed using an interactive reduction-display-conclusion model and verified through source and technique triangulation. The findings show that spirituality in Silalahi II is enacted rather than merely professed: it appears as gotong royong (mutual cooperation, locally termed marsiadapari) in preparing customary events and welcoming tourists, gratitude toward Lake Toba as a divine gift to be safeguarded, moral responsibility for cleanliness and village image, reverence for Batak ancestral heritage, and a Christian-inflected hospitality ethic. These values function as social capital that strengthens collective participation, shapes sincere hospitality, and sustains environmental stewardship. The study concludes that spirituality operates as an unseen moral infrastructure beneath community-based tourism that planners should deliberately integrate, alongside continued capacity building in destination management and digital marketing, to secure the long-term sustainability of Silalahi II.
Pengembangan Model Produksi Eco-Enzyme Berbasis Limbah Dapur Hotel sebagai Strategi Operasional Berkelanjutan di Ts Suites Seminyak Bali
This study aims to develop a hotel kitchen waste-based Eco-enzyme production model as a sustainable operational strategy at TS Suites Seminyak Bali. The study used a descriptive qualitative approach with an applied case study design. Data were collected through in-depth interviews, field observation, documentation, and review of operational documents. Informants were selected purposively from management, kitchen, stewarding, food and beverage, housekeeping public area, engineering, purchasing or cost control, human resources, and related operational units. The data were analyzed thematically through data reduction, data display, conclusion drawing, and verification. Data credibility was strengthened through source, technique, and document triangulation. The findings show that the hotel already has a basic flow for collecting and sorting kitchen waste, but it is not yet supported by a specific SOP, consistent organic waste volume records, and cross-department monitoring. The developed model consists of seven main components: sorting suitable organic materials, applying the formula of 3 kg fruit and vegetable waste : 1 liter molasses : 10 liters water, assigning a person in charge, providing a safe fermentation area, using a production logbook, testing limited operational use, and conducting periodic evaluation. The study concludes that Eco-enzyme can strengthen green operation, circular economy principles, and the palemahan value of Tri Hita Karana when applied through clear SOPs, training, supervision, and controlled areas of use.
Transformational Leadership Practice Framework in Pool Villa Hotels
This applied study analyses the implementation of transformational leadership in building employee commitment, motivation, and work participation at Cross Bali Breakers, a pool villa hotel in Balangan, Jimbaran, Bali. The article addresses a limitation in previous studies that often place transformational leadership as a direct predictor of work outcomes, but provide limited explanation of how leadership practices operate in the daily reality of a pool villa hotel. This research used a qualitative approach with an interpretive case study design. Data were collected through in-depth interviews with I-1 to I-21, participant observation, and documentation. Data were analysed thematically through deductive coding based on the four dimensions of transformational leadership and inductive coding based on empirical patterns from the field. The findings identify six main practices: leader role modeling, communication of vision and work direction, motivation and appreciation, employee empowerment, open dialogue, and individualized attention to employee development. The novelty of this study lies in the development of the Transformational Leadership Practice Framework (TLPF). The framework explains that the six leadership practices operate through relational mechanisms, namely trust, recognition, clarity of direction, psychological safety, and workplace learning. These mechanisms strengthen employee commitment, motivation, and work participation, and then support service coordination, operational responsiveness, and service standard consistency. This study extends Burns, Bass, and Bass and Riggio by positioning transformational leadership as a contextual social-operational mechanism in hotel organizations.
Peran Pentahelix melalui Focus Group Discussion (FGD) dalam Pengembangan Desa Wisata Bawomataluo Kecamatan Fanayama Kabupaten Nias Selatan
This study aims to analyze the role of Pentahelix elements in the development of Bawomataluo Tourism Village, Fanayama District, South Nias Regency, and identify supporting and inhibiting factors in its implementation through Focus Group Discussions (FGDs). The method used is descriptive qualitative with a case study approach, through observation techniques, in-depth interviews, FGDs, and documentation. The FGD was held on May 17, 2026, at the Bawomataluo Village Hall, involving five speakers from the Government, Academics, Business Actors, Community, and Media (ABCGM). Data analysis used the interactive model of Miles, Huberman, and Saldana, reinforced by Freeman's Stakeholder Theory. The results show that the government plays a role as a regulator, academics as conceptors, business actors as drivers of the creative economy, the community as cultural preservers, and the media as a means of digital promotion. Supporting factors include cultural richness (Hombo Batu, Omo Hada, Gowe Statue), ADWI 2022 recognition, and UNESCO Tentative List status. Inhibiting factors include suboptimal coordination between elements, limited local human resources, and inconsistent social media management. The structured synergy of all Pentahelix elements is key to the successful development of this tourism village.
Pengembangan Adaptive Hospitality Competency Leadership Framework dalam Penguatan Competency Matrix Pimpinan Puncak Industri Akomodasi di Bali
This applied study analyzes the relationship between leadership styles and key competency dimensions in developing a competency matrix for top executives in Bali’s accommodation industry. The study is motivated by the need for hotels, villas, resorts, and accommodation organizations to assess leadership readiness more systematically, rather than relying solely on seniority or departmental experience. A qualitative approach with an interpretive case study design was employed, supported by descriptive perception data from 58 respondents and in-depth interviews with senior leaders in the hospitality industry. Data were analyzed using thematic interpretation, descriptive synthesis, and triangulation of questionnaire responses, interviews, observations, and documentation. The findings indicate that the effectiveness of top executives does not depend on a single leadership style. Transformational leadership plays a significant role in developing behavioral and interpersonal competencies, including communication, problem-solving, change management, openness to new ideas, and team innovation. Meanwhile, transactional leadership remains essential for achieving organizational targets, profitability, operational control, and service standardization. The highest-rated competency dimension was behavioral and interpersonal competency (4.88), followed by core competency (4.81), managerial and leadership competency (4.73), and technical or functional competency (4.67). The novelty of this study lies in the development of the Adaptive Hospitality Competency Leadership Framework, an integrative model that connects leadership styles, competency development, matrix structure coordination, and organizational performance improvement within accommodation organizations.
When Popular Isn't Profitable: A Menu Engineering Analysis of an Indian Fine Dining Restaurant in Jakarta
This study examines the classification and strategic positioning of main course menu items at Man Aur Tan Authentic Indian Cuisine Restaurant, an Indian specialty outlet on the 36th floor of Hotel Manhattan Jakarta. Using a quantitative descriptive design, the study applies the Kasavana and Smith menu engineering matrix to all 24 main course items, drawing on one month of secondary sales data to calculate contribution margin and menu mix percentage against category benchmarks. Results show only two items, Gosht Kofta and Rogan Josh Kashmiri, qualify as Stars, while thirteen items, 54.2 percent of the menu and 69.8 percent of volume, fall into the Plowhorse quadrant, generating a lower 62.9 percent share of contribution margin. Seven items, including Jheenga Jhalfezi and Jheenga Kalimirchi, are classified as Puzzles, carrying the highest per portion margins despite limited popularity, and two items are classified as Dogs. These findings indicate the restaurant's most ordered dishes are not its most profitable, pointing to unrealized margin on high volume items and untapped potential in high margin, low visibility dishes. The study recommends cost adjustments for Plowhorse items, promotional repositioning for Puzzle items, and a critical review of Dog items' place on the menu.
Pengaruh Sosial Media Marketing terhadap Keputusan Berkunjung ke Desa Wisata pada Gen Z di Jawa Barat melalui Travel Motivation
This study aims to examine the influence of Social Media Marketing on the Visit Decision to tourism villages among Generation Z in West Java, with Travel Motivation as a mediating variable. The research is based on the rapid development of tourism villages and the dominance of Gen Z as active social media users who seek unique travel experiences. A quantitative method with a descriptive and verification approach was applied. Data were collected through questionnaires distributed to 100 Gen Z respondents from Bandung, Garut, and Sukabumi Regencies. The data analysis technique used path analysis and the Sobel test to examine the mediation effect. The results showed that Social Media Marketing has a positive and significant effect on both Travel Motivation and Visit Decision. Travel Motivation also significantly affects Visit Decision and mediates the relationship between Social Media Marketing and Visit Decision. Thus, social media-based marketing strategies are crucial in attracting Gen Z to visit tourism villages.
Strategi Digital Marketing dalam Meningkatkan Minat Kunjungan Wisatawan pada Kawasan Wisata Pura Uluwatu
This study aims to analyze the digital marketing strategy implemented by the Management Board of the Uluwatu Temple Tourism Area in increasing tourists' visit intention, identify the obstacles encountered during its implementation, and examine the optimization efforts undertaken to improve marketing effectiveness. This research employed a descriptive qualitative approach. Data were collected through interviews, observations, documentation, and literature review involving seven purposively selected informants consisting of management staff and tourists. Data analysis was conducted through data reduction, data presentation, conclusion drawing, and triangulation to ensure data validity. The findings indicate that digital marketing has been implemented through Instagram, TikTok, and Facebook by promoting tourist attractions, cultural performances, and destination information. Based on the AIDA model, the strategy has succeeded in attracting tourists' attention and generating interest. However, its implementation has not yet been fully optimized due to inconsistent content uploads, limited audience engagement, and inadequate human resources. To address these issues, the management has developed several optimization efforts, including establishing a content calendar, improving content quality, increasing interaction with followers, enhancing staff competencies, and maximizing social media features. These strategies are expected to strengthen digital promotion and contribute to sustainable growth in tourists' visit intention. The results of this study provide practical recommendations for tourism destination managers in developing more effective digital marketing strategies.
Strategi Operasional Departemen Housekeeping dalam Mempertahankan Kepuasan Tamu pada Kondisi High Occupancy (Hotel Neo Malioboro Yogyakarta)
Increasing occupancy is an operational challenge that can affect the quality of hotel services, especially in the Housekeeping Department which is responsible for cleanliness, comfort, and room readiness. This study aims to analyze the operational strategy of the Housekeeping Department in maintaining guest satisfaction in high occupancy conditions at the NEO Malioboro Hotel Yogyakarta, identify operational obstacles, and efforts to handle them. The research uses a descriptive qualitative approach with data collection techniques in the form of observation, in-depth interviews, documentation, and literature studies. The informants were selected purposively, consisting of Executive Housekeeper, Housekeeping Supervisor, Room Attendant, and Front Office staff. Data analysis uses the Miles, Huberman, and Saldaña models through data reduction, data presentation, and conclusion drawn, while data validity is tested by triangulation of sources and techniques. The research produced a Housekeeping operational strategy model that integrates five main strategies, including adjusting work schedules based on occupancy levels, determining room cleaning priorities, implementing standard operating procedures through room cleaning sequences, coordination with the Front Office, and continuous quality control in Indonesian mid-scale hotels during high occupancy. Obstacles in the form of increased workload, limited room preparation time, and potential for service quality degradation are overcome through strengthening internal communication, increasing operational supervision, and responding quickly to guest needs. The results of the study show that the strategy is able to maintain the quality of service and guest satisfaction during high occupancy conditions.
Ide Mengatasi Food Waste dalam Sistem Food & Beverage Hotel: Perspektif Ketidaksesuaian Sistem
This study aims to analyse the generation of food waste in the operations of the Food & Beverage Department at Hotel Neo Malioboro, Yogyakarta, and to formulate a conceptual model for its management based on the food waste hierarchy and the 3R strategy. This study employs a qualitative approach using a single-case study design, involving in-depth interviews, participatory observation and documentation, which were analysed using thematic coding techniques through the stages of open, axial and selective coding. The results of the study indicate that food waste is generated systematically as a result of a lack of synchronisation between operational processes within the Food & Beverage Department, influenced by forecasting errors, overproduction, the buffet system, and weak integration of the waste management system. Furthermore, the implementation of the food waste hierarchy and the 3R strategy was found to remain largely normative and not yet integrated into the hotel’s operational system, resulting in waste management that tends to be reactive. This study has produced a conceptual model explaining that food waste is generated through a systemic process that begins with sustainable hospitality, followed by system misalignment, ultimately resulting in food waste formation, which is reinforced by a multi-level causal structure and hierarchical implementation gaps. The main contribution of this study is the development of a theoretical extension in the form of an integrated operational system model for food waste management in the hospitality industry. These findings have important implications for strengthening data-driven operational management systems to support sustainable practices in the Food & Beverage sector.
Pengaruh Kepercayaan, Presepsi Resiko dan Harga terhadap Minat Beli Sepeda Bekas di Wilayah Boyolali
The growth of used bicycle buying and selling businesses in Boyolali Regency has created intense competition, making trust, perceived risk, and price important factors influencing purchase intention. This study aims to analyze the influence of trust, perceived risk, and price, both partially and simultaneously, on purchase intention for used bicycles in Boyolali. This quantitative causality study involved 113 consumers aged 20–45 who had purchased bicycles in Boyolali. Data were collected through a structured Likert-scale questionnaire and analyzed using multiple linear regression to examine the relationships among the variables. The results show that trust, perceived risk, and price, both partially and simultaneously, have a positive and significant effect on purchase intention, with price being the most dominant variable. These findings confirm that increasing trust, managing perceived risk, and setting competitive prices play a significant role in increasing purchase intention for used bicycles in Boyolali. Furthermore, the results provide practical implications for used bicycle sellers to develop effective marketing strategies by strengthening customer confidence, reducing perceived transaction risks, and offering prices that are competitive and aligned with consumers' expectations and purchasing power, thereby improving their competitiveness in the local market.
This study explores the experiences of Indonesian women working in the global cruise ship industry and how they contribute to the creation of genuine hospitality. Using a qualitative interpretive phenomenology approach, the research focuses on solidarity, informal leadership, mentorship, empowerment, and competence development. Data were collected through in-depth interviews with 15 Indonesian female workers across five international cruise brands. The findings show that solidarity among workers provides emotional support and practical guidance, which further develops informal leadership through mentorship. These processes empower women to gain confidence, improve technical and interpersonal skills, and strengthen their professional competence. As a result, they are able to deliver authentic and empathetic service, which reflects the concept of genuine hospitality. The study concludes that solidarity and empowerment are key factors in shaping women’s capacity to adapt and succeed in multicultural cruise ship environments. This research contributes to tourism and hospitality studies by highlighting the role of social capital and informal leadership in enhancing service quality, and offers insights for cruise companies, training institutions, and vocational education programs.
Strategi Peningkatan Pendapatan Business to Business (B2B) Berbasis SWOT di Bolobake
Revenue improvement in the pastry business is not only determined by product quality but also by the company’s ability to provide services with distinctive value that align with the needs of business partners. This study aims to evaluate internal and external factors influencing the development of service differentiation strategies through SWOT analysis (Strengths, Weaknesses, Opportunities, Threats) and to formulate strategic recommendations for increasing revenue through customer satisfaction, loyalty, and sustainable business relationships. This research employs a descriptive qualitative method with a case study approach at Bolobake, located in Manahan, Surakarta, Central Java. Data were obtained through semi-structured interviews, observations, documentation, sales reports, customer information, partnership documents, company archives, and relevant scientific references. Data credibility was maintained through source and technique triangulation. The analysis was conducted using the Internal Factor Analysis Summary (IFAS) Matrix, External Factor Analysis Summary (EFAS) Matrix, and SWOT analysis. The results indicate that Bolobake obtained an IFAS score of 3.00 and an EFAS score of 3.38, with a SWOT coordinate position of (1.50; 0.21), placing the company in Quadrant I (Strength–Opportunity) or an aggressive strategy position. This condition indicates that the company’s internal strengths can be optimized to capitalize on external opportunities. The recommended strategies include developing custom order services, increasing ordering flexibility, accelerating customer communication, and strengthening business partnerships to encourage repeat transactions, expand business networks, and achieve sustainable revenue growth.