Analisis Pengaruh Kinerja Room Attendant terhadap Kepuasan Tamu Hotel

Abstract

Abstract:
Analysis of Impacts of Room Attendant Work Performances toward Guest Satisfaction. This hotel exists to provide comforts and unforgettable experiences for the guests during their stay. However, there is an interesting phenomenon that appears especially at room seetion which is a part of Housekeeping department. This trend happens when the room occupancy reaches 100%. The results of observation show that the room attendants experience over workload that they need assistance from other employees, especially from the public area for room handling. This is a worrying situation for the room section Staff considering that the need for this work process might result in unqualified product services for the guests when occupying rooms. The performance of room attendants with over workload will certainly influence the guests’ satisfaction to stay in the Hotel. This research aims to analyze the influence of the room attendant’s performace on the guests’ satisfaction at Sedona Hotel Manado. The research method applied in this research is a quantitative descriptive method, and the analysis used is simple linear regression, coefficient correlation, coeffisient determination and hyphotesis is tested using Wilcoxon test. The results of research show that performance has influence on the guests’ satisfaction as proven with the simple linear regression test acquired from the equation Y = 6.5 + 0.58 X meaning that every one point of increase in performance will result in 7.08 of guests satisfaction . The value of coefficient correlation of rank Spearman is 0.44 which means that performance has a medium influence on the hotel guests’ satisfacition. While the value of coefficient determination is 0.19 meaning that the contribution of performance to the guests’ satisfaction is 19% and the remaining is influenced by other factor. The hypothesis testing using wilcoxon test indicates Z value as great as 0.68 which is greater thans Z d/2 namely 0.05 which means Ho is rejected and the alternative hypothesis (Hi) is accepted. Based on the results of this research, it can be concluded that performance has influence on the guests’ satisfaction at Sedona Hotel Manado and has a medium relationship. It is advisable that the hotel management keep maintaining performance since it has influence on the guests’ satisfaction.