MENINGKATKAN PELAYANAN BELL AMBASADOR ( STUDI KASUS DI HOTEL X DI NUSA DUA

ABSTRACT (Arial, 11, Bold, Italic, Uppercase) This research analyzes arriving guests' luggage handling at Hotel X at Nusa Dua Beach Resort. The research method used is descriptive comparative qualitative, with data collection techniques through observation, interviews, and documentation. The results showed that of the 16 criteria of the hotel's Standard Operating Procedure in handling arriving guest luggage, 6 criteria had not been implemented optimally and 10 criteria had been implemented optimally. This data indicates that the implementation of the procedure has not been maximized, so improvements are needed to improve service quality at Hotel X at Nusa Dua Beach Resort. Keywords: handling guest luggage, bellboy, procedure, check-in, guest services ABSTRAK Penelitian ini bertujuan untuk menganalisis penanganan barang bawaan tamu tiba di Hotel X Nusa Dua Beach Resort. Metode penelitian yang digunakan adalah deskriptif komparatif kualitatif, dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukkan bahwa dari 16 kriteria Standard Operating Procedure hotel dalam penanganan barang bawaan tamu tiba, 6 kriteria belum dilaksanakan secara maksimal dan 10 kriteria telah dilaksanakan secara maksimal. Data ini mengindikasikan bahwa implementasi, prosedur belum maksimal, sehingga diperlukan perbaikan untuk meningkatkan kualitas layanan di Hotel X Nusa Dua Beach Resort Kata kunci: penanganan barang bawaan tamu, bellboy, prosedur, check-in, layanan tamu