International Conference on Tourism and Hospitality Business
International Conference on Tourism and Hospitality Business (ICTHB) is a multidisciplinary conference hosted by Universitas Bina Sarana Informatika. The event brings together researchers, academics, and professionals to share ideas and present studies in the fields of technology, health, and business. ICTHB aims to support innovation, strengthen collaboration, and provide publication opportunities through scientific discussion and peer review.
PENGARUH PENERAPAN TEKNOLOGI INFORMASI REKAM MEDIS DAN KECEPATAN PELAYANAN TERHADAP KEPUASAN PASIEN PADA KLINIK MEDIKA SEJAHTERA I KABUPATEN BOGOR
In Indonesia, the healthcare sector has experienced significant development in response to the growing public demand for faster and more efficient medical services. This study aims to assess the impact of the implementation of health information technology, specifically Electronic Medical Records (EMR), and service speed on patient satisfaction at Medika Sejahtera I Clinic in Bogor, Indonesia. The study examines how these factors contribute to improving the quality and efficiency of healthcare services. Data was collected through a questionnaire distributed to 105 patients between March until May 2025, focusing on variables such as the availability of technology, service speed, and overall patient satisfaction. The findings suggest that both the implementation of EMR and the speed of service significantly influence patient satisfaction, with the integration of technology playing a pivotal role in enhancing the service experience. This research provides valuable insights for healthcare providers seeking to improve service delivery through the adoption of technology and efficient service management.
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FOOD AND BEVERAGE SERVICE QUALITY AND GUEST SATISFACTION BASED ON TRIPADVISOR REVIEWS
This study analyzes guest satisfaction with Food and Beverage Service at a four-star hotel in Jakarta by examining 270 TripAdvisor reviews. A qualitative descriptive approach with content analysis was employed to assess the five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles) and link them with the Expectancy-Disconfirmation Theory framework. The findings reveal that responsiveness and empathy dominate positive reviews, while reliability is frequently associated with negative experiences such as service delays and inconsistency in taste. These results highlight that interpersonal quality has a stronger influence on guest satisfaction than technical aspects. Furthermore, each service dimension is closely connected to Electronic Word of Mouth (eWOM), where positive reviews enhance the hotel's image as friendly, responsive, and professional, while negative reviews may weaken public perceptions. Overall, most reviews reflect positive disconfirmation, indicating that Food and Beverage Service not only meet but also exceed guest expectations. The main contribution of this research is the integration of SERVQUAL, Expectancy-Disconfirmation Theory, and Electronic Word of Mouth (eWOM) to explain how guest experiences shape hotel service image in the digital sphere. However, this study is limited to a single review platform (TripAdvisor), therefore, future research is recommended to compare multiple platforms and adopt mixed methods for a more comprehensive understanding.
The Role of Concierge in Enhancing Service Effectiveness: Evidence from Millennium Hotel Sirih Jakarta
This research aims to analyze and improve the effectiveness of luggage storage service though the Concierge's role at Millennium Hotel Sirih Jakarta. The study is grounded in the strategic importance of the Concierge in maintaining service quality, particulary in ensuring the safety, efficiency, and comfort of guests' belongings. Using a descriptive method, data were collected through observation, semi-structured interviews, and documentation during a six-month On The Job Training program. The finding reveal several operational challenges, including poor coordination between shifts, role ambiguity, inconsistent implementation of Standard Operating Procedures, and limited storage space. To address the issues, this study proposes structured solutions such as regular training, Standard Operating Procedures revision, and strengthening staff communication and social responbility. The analysis is supported by Role Theory, Social Responbilty Theory, and the SERVQUAL framework to providea comprehensive understanding of how the optimization of roles and responbilities can significantly enhance service effectiveness. He results are expected to serve as pratical recommendations for hotel management improving professional, consistent, and guest-oriented Concierge service.
Improving Service to Enhance the Image of the Hotel at the Holiday Inn Melaka Executive Lounge
This study aims to analyze the service quality improvement strategies implemented at the Executive Lounge of Holiday Inn Melaka and their impact on shaping the hotel’s image. In the hospitality industry, brand image is a valuable asset built through direct guest experiences. The research uses a descriptive qualitative approach with data collection techniques including participant observation, unstructured interviews, and documentation. The analysis applies the SERVQUAL model (tangibles, reliability, responsiveness, assurance, and empathy) and hotel image dimensions (hotel personality, hotel value, hotel guest relation, and user image). The findings indicate that consistent and personalized high-quality service significantly enhances the hotel’s image as an exclusive, professional, warm, and reliable establishment. Strategies such as staff training, operational adjustments during peak hours, and reinforcement of service standards are proven to strengthen guest trust and build a positive brand perception.
EVALUATION OF THE HOUSEKEEPING DEPARTMENT'S PERFORMANCE IN IMPROVING GUEST SATISFACTION AT THE FIERIS RAWAMANGUN HOTEL, JAKARTA
This study aims to evaluate the performance of the housekeeping department in enhancing guest satisfaction at Hotel Fieris Rawamangun. The research is based on the crucial role of housekeeping in maintaining cleanliness, comfort, and room aesthetics, which are key indicators of service quality in the hospitality industry. Guest satisfaction is a primary benchmark of service success and directly impacts customer loyalty, hotel reputation, and occupancy rates.The study adopts a descriptive qualitative approach, utilizing data collection techniques such as semi-structured interviews, non-participatory observations, and field documentation. The research involves 50 hotel guests with direct experience of the housekeeping services, as well as several housekeeping staff and managers as key informants. Data were collected systematically to gain a comprehensive understanding of guest perceptions, implementation of standard operating procedures (SOPs), staff responsiveness, and operational challenges in the field.In-depth analysis of the collected data reveals that factors such as disproportionate staff numbers, lack of regular training, and limited interdepartmental communication contribute to service imbalances. Therefore, this study recommends increasing the quantity and quality of human resources, updating working tools, providing regular service ethics training, and integrating information technology into service request systems as strategic measures to improve the housekeeping department’s performance.
VEGETARIAN MENU INNOVATION IN RESPONSE TO HEALTHY FOOD TRENDS AT HOLIDAY INN MELAKA
This study is entitled "Innovation of Vegetarian Menu as a Response to Healthy Food Trends at Holiday Inn Melaka". The study is based on the increasing awareness of the global community, including Malaysia, towards healthy, ethical, and sustainable consumption patterns. Malaysia's ethnic and religious diversity influences dietary choices that tend to adopt plant-based menus. The study aims to identify cultural, religious, and social factors influencing plant-based diets; analyze the growth of vegetarian trends among the young urban generation; and explore vegetarian menu innovations in hotels as valuable and sustainable product innovations. The research used a descriptive qualitative method with direct observation, in-depth interviews, and documentation during the on-the-job training program at Holiday Inn Melaka. The results indicate vegetarianism is driven not only by religious norms but also by modern lifestyles emphasizing health and environmental ethics. Holiday Inn Melaka developed innovations such as mushroom satay with peanut sauce using local ingredients.
Reducing Guest Complaints Through a Labeling System in Hotel Laundry Services
Laundry service is one of the essential aspects that support guest comfort in hotels. At Aloft Wahid Hasyim Jakarta Hotel, complaints regarding swapped clothes have been a recurring issue, significantly impacting guest satisfaction and trust. This study aims to analyze how the implementation of a labeling and tagging system can reduce guest complaints related to laundry mix-ups. The research uses a qualitative approach with data collected through participatory observation, in-depth interviews, documentation, and literature review. The results show that the labeling system—using unique codes linked to guest data—effectively minimizes errors in the laundry process. Additionally, regular staff training enhances accuracy and professionalism among laundry personnel. Guest perceptions of the system are predominantly positive, indicated by increased trust and a significant reduction in complaints. Therefore, the labeling and tagging system is not only a technical solution but also a strategic effort to improve service quality and enhance the overall image of the hotel.
THE COMMUNICATION APPROACH OF RECEPTIONISTS IN HANDLING GUEST CHECK-IN DELAYS TO IMPROVE SERVICE AT U STAY HOTEL STYLE BATIK
This study investigates how receptionists handle guest complaints related to delayed check-in at U Stay Hotel Style Batik. As the first point of contact, receptionists play a strategic role in managing guest expectations, coordinating with departments, and maintaining professionalism during service disruptions. A qualitative case study was conducted with two receptionists as participants. Data were collected through observation, in depth interviews, documentation, and literature review, focusing on verbal and non-verbal communication strategies. The findings show three main aspects. First, interpersonal communication skills penness, empathy, supportiveness, and equality help reduce guest frustration and build trust. Second, coordination between the Front Office and Housekeeping is essential to minimize delays; ineffective information flow often prolongs waiting times. Third, based on the SERVQUAL framework, tangibles, assurance, and empathy are the strongest dimensions of service, while reliability and responsiveness are hindered by inconsistent coordination. The study concludes that sincere and empathetic communication has a greater impact on guest perceptions than material compensation. Receptionists who remain professional and transparent not only resolve complaints effectively but also enhance guest satisfaction and loyalty. These insights emphasize the receptionist’s role as both a problem-solver and brand ambassador in strengthening service excellence.
Improving the Quality of Waiters’ Service through Interpersonal
This study examines the role of interpersonal communication in improving waiters’ service quality to maintain customer satisfaction at Pizza Hut Harapan Indah. A descriptive qualitative method was employed through interviews, observations, and documentation. The findings reveal that waiters effectively apply both verbal and nonverbal communication, supported by training, work experience, and strong motivation. The main challenges include high customer volume and diverse customer characteristics. In conclusion, effective interpersonal communication significantly enhances service quality and directly contributes to customer satisfaction.
KUALITAS PELAYANAN BANQUET DALAM MENANGANI EVENT DI HOTEL THE RITZ CARLTON JAKARTA MEGA KUNINGAN
This study aims to analyze the quality of banquet service in handling events at The Ritz- Carlton Jakarta Mega Kuningan, focusing on the aspects of accuracy and speed of service. Banquet service plays a strategic role in creating a satisfying guest experience, especially during large-scale events. This research employs a qualitative descriptive method with data collected through direct observation, in-depth interviews with banquet managers and staff, and supporting documentation such as the Banquet Event Order (BEO) and event photos. The findings indicate that the accuracy and speed of service have not been fully optimized due to the limited number of permanent staff and insufficient understanding of hotel service standards among temporary workers. Issues were identified in several service quality dimensions—namely reliability, responsiveness, assurance, and empathy—which have not yet been implemented effectively. Although physical facilities (tangibles) meet five-star hotel standards, the technical execution in the field still requires improvement. Managerial efforts include regular training, technical briefings, post-event evaluations, and enhanced interdepartmental coordination. This study emphasizes the importance of strengthening operational systems and developing staff competencies to improve banquet service quality and achieve overall guest satisfaction.
FOOD WASTE REDUCTION STRATEGY THROUGH THE FIFO SYSTEM AT THE PULLMAN CENTRAL PARK HOTEL JAKARTA
“Food Waste Reduction Strategy Through the FIFO System at the Pullman Jakarta Central Park Hotel” This study aims to analyze the implementation of the FIFO (First In First Out) system in maintaining the quality of food products and efforts to reduce food waste at Pullman Jakarta Central Park Hotel. The FIFO system is an inventory management method that emphasizes the use of food ingredients based on the ord er of arrival, with the expectation that ingredients that are stored longer will be used first. This study uses a descriptive qualitative approach through observation techniques, in-depth interviews, and documentation of operationalactivities in the hotel kitchen. The results of the study indicate that the implementation of FIFO consistently has a positive impact on the freshness of food ingredients, the quality of food served, and guest satisfaction. Implementation steps such as labeling, grouping, and routine spoilage recording have been proven to help maintain stock rotation. In addition, this system also plays an important role in reducing food waste, especially pre-consumer waste, and increasing operational cost efficiency. Continuous training and strengthening of the managerial system are needed to ensure the effectiveness of the implementation of FIFO comprehensively and sustainably.
INNOVATION IN PANCAKE BATTER PROCESSING AS AN EFFORT TO ENHANCE BAKERY COMPETITIVENESS
The growth of the tourism industry has intensified competition in the hospitality sector, particularly in food and beverage services. Hotels are required not only to provide comfortable accommodation but also to deliver culinary innovations that enhance customer satisfaction. This study aims to develop pancake product innovation at the Bakery of Pullman Jakarta Central Park Hotel by applying the meringue method in batter preparation. The rationale for this research lies in the strategic need for bakery product differentiation to strengthen the competitiveness of star-rated hotels. A descriptive qualitative method was employed through participatory observation, interviews with the Head Baker and Demi Chef, and product documentation. The findings indicate that pancakes produced using the meringue method possess a softer texture, lighter consistency, and more appealing appearance compared to the conventional all-in method. The success of this innovation is reflected in improved product quality, enriched customer experience, and stronger menu differentiation. However, the limitations identified include longer preparation time and higher technical skill requirements in batter processing. Overall, this study demonstrates that the application of the meringue technique represents an effective innovation strategy to reinforce hotel competitiveness in the hospitality industry.
Dyah Mustika Wardani Dyah Mustika Wardani
Service Quality and Beverage Sales Analysis of Barback Role Using SWOT Method at Artotel Gelora Senayan Jakarta
Hotels play a key role in supporting sustainable tourism at tourist destinations. The exceptional service provided by hotels is one of the main attractions for international tourists. As a result, hotels consistently strive to offer comprehensive facilities to meet their guests' needs. One such facility is the bar, which hotels provide as a relaxation area and business space. Similarly, the smooth operation of the bar is supported and contributed to by the barback. In daily bar operations, the barback plays a significant role in influencing the quality of service and beverage sales at the hotel. This study aims to analyze the contribution of barbacks in supporting bar operations, especially in service quality and beverage sales. This study employs a qualitative descriptive method with data collection through observation, interviews, and documentation. The findings indicate that barbacks, although not directly interacting with guests, have a crucial role in ensuring efficiency and supporting the bartender’s work. SWOT analysis results show that professional barbacks enhance service quality and support beverage sales through effective teamwork and workflow
ANALISIS RISIKO OPERASIONAL EVENT BANQUET HOTEL THE RITZ-CARLTON JAKARTA MEGA KUNINGAN
This study aims to identify operational risks and evaluate the effectiveness of risk management strategies implemented in the operational activities of the Banquet Department at The Ritz-Carlton Jakarta, Mega Kuningan. The background of this research lies in the high complexity of tasks in event management, which involves multiple divisions, human resources with diverse backgrounds and experiences, as well as demanding service standards. The study employs a descriptive qualitative approach, with data collection techniques including direct observation, semi-structured interviews, and documentation. The findings indicate that common operational risks include insufficient training for part-time staff and trainees, miscommunication among work teams, and non-compliance with standard operating procedures (SOPs). Strategies implemented to manage these risks include regular training, SOP evaluation, equipment maintenance, and enhanced internal communication. The evaluation of these strategies shows that most risks can be minimized; however, challenges remain in the areas of supervision and follow-up after evaluations. Therefore, it is necessary to improve monitoring systems and foster a work culture that supports the sustainable implementation of risk management in order to enhance operational effectiveness in the future.
REDUCING FOOD WASTE BY REUSING LEFTOVER CROISSANT INTO DESSERT AT SHANGRI-LA JAKARTA
This study aims to examine food waste management strategies in the hospitality sector through the innovation of repurposing leftover croissants into dessert products as a means to reduce food waste at Shangri-La Hotel Jakarta. The background of this research stems from the high volume of food waste, particularly pastry products such as croissants, which are frequently left over during buffet breakfast services. A descriptive qualitative approach was employed, utilizing data collection techniques such as direct observation, in-depth interviews, and documentation of the croissant repurposing process. The findings indicate that the application of circular economy principles and zero waste practices by transforming leftover croissants into new products such as mini fruit tarts and almond croissants contributes significantly to food waste reduction, generates economic value, and enhances product diversification in the hotel’s bakery operations. These practices reflect the effective implementation of reuse within the 3R (reduce, reuse, recycle) framework and align with Sustainable Development Goal (SDG) 12 on responsible consumption and production
GUEST COMPLAINT HANDLING THROUGH SERVICE RECOVERY TO IMPROVE SERVICE QUALITY AND GUEST SATISFACTION
This research explores the implementation of service recovery strategies by the guest service team in handling customer complaints related to room services at Holiday Inn Melaka, Malaysia. The main objective is to understand how the hotel addresses complaints and how these efforts impact guest satisfaction. A qualitative approach was used, with data collected through interviews, observations, and documentation. The findings reveal that hotel guests generally expect clean rooms, friendly service, and well-functioning facilities. When these expectations are not met, such as when equipment is faulty or staff service is lacking, complaints tend to arise. To address this, the hotel employs a structured service recovery process, including active listening, maintaining professionalism, offering apologies, and providing timely solutions. This approach not only resolves the immediate issues but also reinforces the hotel’s commitment to delivering quality service and ensuring guest satisfaction
Implementation of Foreign Language Skills in Guest Relations to Increase Loyalty of International Guests
The growth of Indonesia's tourism sector, marked by a significant increase in the number of international tourist visits, has significantly boosted the hospitality industry, including the need for superior and communicative services. Hotels, as primary accommodation facilities, face challenges in providing responsive services to international guests with diverse cultural and linguistic backgrounds. This study aims to analyze the implementation of foreign language skills by Guest Relations Officers (GROs) in enhancing international guest loyalty at Hotel Borobudur Jakarta. Using a qualitative descriptive approach, data were collected through direct observation, in-depth interviews, and field documentation. The results indicate that foreign language skills, particularly in the context of intercultural communication competence (ICC), play a crucial role in building emotional closeness, enhancing interaction quality, and creating a personalized and satisfying stay experience. These skills also support the SERVQUAL service quality dimension and contribute to the formation of guest loyalty from the cognitive to the action stages as described in Oliver's (1999) customer loyalty theory. These findings underscore the importance of broader foreign language training for GROs to be able to meet international guest expectations and strengthen the hotel's position as an internationally recognized service provider.
PERANAN DAILY WORKER DALAM MEMPERLAKUKAN BUAH DAN SAYUR PADA GARDE MANGER DI THE WESTIN JAKARTA
Daily workers have an important role in treating fruits and vegetables in the garde manger section at The Westin Jakarta hotel. Garde manger is an important part of the hotel kitchen operational system that is responsible for preparing and serving cold food, such as salads, cut fruit, canapes, and various vegetable and fruit-based decorations. In practice, daily workers are often involved to support operational activities. The purpose of this study is to analyze the extent of the role of daily workers in the process of handling fruits and vegetables, starting from the storage stage, the cleaning process, to serving in the garde manger area. The research method used is a descriptive qualitative method through observation, interviews, and literature studies. The results showed the role of daily workers in handling fruits and vegetables in the garde manger section at The Westin Jakarta
Cross Training Strategies Implementation in Food and Beverage Service Management During High Season at The Ritz Carlton Jakarta
The surge in guest numbers during the high season often poses significant challenges for the Food and Beverage (F&B) department of a five-star hotel. This study aims to implement a cross-training strategy as a solution to improve service quality at The Ritz-Carlton Jakarta, Mega Kuningan. The research method used was a qualitative case study approach, involving in-depth interviews, observation, and documentation. The results showed that cross-training can improve employee synchronization, accelerate service times, and maintain service quality standards despite increased demand. Challenges faced include schedule adjustments, additional workloads, and the need for ongoing training. This study provides recommendations for hotel management to integrate cross-training as part of a long-term HR management strategy