PREFERENSI TAMU TERHADAP PELAYANAN ROOM ATTENDANT DI FOUR POINTS BY SHERATON BALI, UNGASAN

Abstract

The purpose of this study was to determine guest preferences for room attendant services at Four Points by Sheraton Bali Ungasan. This research was conducted on guest reviews on online travel agents and offline interviews with the executive housekeeper and staff room attendant. The type of data used is qualitative data, reviews of guest preferences for room attendant services. Data source used is secondary data, guest reviews of room attendant services at online travel agents such as TripAdvisor and Booking.com. Data analysis technique used in this study is descriptive qualitative, grouping guest reviews on online travel agent details according to time of stay, range of score, score classification, aspects of reviews based on cleanliness, comfort and hospitality, analyzing preferences in the form of the most preferred to the least preferred reviews, looking for the highest percentage of cleanliness, comfort and hospitality review aspects from all guests who reviewed online travel agents and finally making conclusions. The results of this study will show the room attendant services which are liked and disliked by guests, there is also the results of the highest percentage of the cleanliness, comfort and hospitality review aspect which is the guest's preference for room attendant services at Four Points by Sheraton Bali Ungasan.