GUEST SATISFACTION TOWARDS SERVICES IN HOTEL SUNAN SOLO

Abstract

The Sunan Hotel Solo boasts the most complete MICE facilities in the town of Solo. To this day it possesses Solo’s largest and most luxurious Ballroom. The most recent major event to be hosted at the Sunan is the EOC (Extraordinary Congress) of PSSI, Indonesia’s football league, in July 2011. According to the tripadvisor.com website, the Sunan Hotel occupies the first ranking as calculated by guest ratings followed by Novotel Solo and in the third place is Ibis Solo. As an international standard hotel the Sunan provides a wide array of specialized guest services including Restaurants and Bars, Coffee Shop, Business Centre, Fitness Centre, Spa, Salon, Swimming Pool and a Music Room. This research aims to look at how the guests’ initial reactions to the service provided at the concierge, the front office, lobby presentation and their rooms affects. The total number of respondents used in this research is 50. The results of this research show that the response towards the four variables of service are very high, with doormen service getting (4,21), lobby atmosphere and setting getting (4,07), room atmosphere and setting getting (3,95) and lobby workers service getting (3,95). The Sunan Hotel should minimally maintain this excellent level of service and aim towards improvement so that guest responses can approach maximal point of 5, or very satisfied.