Kualitas Pelayanan Room Attendant Di Resinda Hotel Karawang

Mohammad Ilham Hariyansyah, Tia Listiaty

Abstract


Tourism is currently the sector that contributes the highest foreign exchange, including service companies, namely the hospitality industry. In the world of hospitality, what distinguishes one hotel from another is the quality of its service, which according to theory is divided into two, namely tangible and intangible. Tangible represents the quality of service in the form of physical appearance. In this case, tangible refers to hotel facilities. Meanwhile, intangible is the quality of service that is intangible or can only be felt and cannot be seen. Intangible involves the quality of service provided by the Room Attendant. Therefore, there are three-star, four-star, and five-star hotels. The purpose of this study is to analyze the Service Quality of Room Attendants at Resinda Hotel Karawang. The method used is a qualitative method with data collection through interviews and documentation. The research results show that the researcher made accurate observations. It was concluded that the quality of service of the Room Attendant at Resinda Hotel Karawang is quite good in terms of service and facilities because they are considered complete and the staff are friendly. However, there are some factors that reduce the hotel's value, such as spots in the bathroom and the staff's lack of responsiveness when guests complain about the length of time it takes to repair facilities.


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