Upaya Peningkatan Kualitas Pelayanan Front Office di Hotel Millinov Boutique Gorontalo

Abstract

Determining initiatives to raise the standard of front desk services at the Millinov Boutique Hotel Gorontalo is the goal of this study. Ten informan interviews, recording, and observation are the data gathering methods used in this study, which employs descriptive qualitative approaches. The findings of the study indicate that although the Millinov Boutique Hotel’s service quality is good, it still has to be raised. This is evident front five very good indicators: tangibles, responsiveness, guarantee & certainty, empathy, and reliability. Reliability responsiveness metrics, however, still require significant development and improvement. Timeliness and thoroughness are still among the criticisms from guests. The foreign language proficiency of the front desk employees still has to be enhanced in order to communicate with guests, particularly those who are from other countries. The Millinov Boutique Hotel’s service quality is generally good, although it still has to be improved, according to the study’s findings

Keywords: Millinov Boutique Gorontalo, Service Quality, Effort