THE VALUE OF SERVICE RECOVERY: AN EXPLORATORY STUDY ON RENOVATING HOTEL

Abstract

Purpose – Novotel Bogor Golf resort is starting their big renovation from 2017 unil now and the customer is keep coming while the renovation, and the focus is on MICE guest, the reason that the researcher focus on MICE guest is because of the most revenue in the hotel is from MICE guest.Therefore, the purpose of this study is to investigate how the hotel do the service recovery activity for responding guest cocomplaint focusing in MICE guest. Design/methodology/Approach – This research is combining participatory observation and deep interview to collect the data for validating the data the reserarcher use triangulation or data checking with other journal or study for comparison. Interview will focusing in Sales department that expert in MICE sector focusing in Government and BUMN. Findings – The research find that service recovery is very important during the renovation, and the hotel need to improve standard for facing a service failure or complaint. Practical Implications – It is important to note that service recovery is having a big impact in a service failure, and the hotel need to do the service recovery in proper way start from how to deliver until how to give the solution for finish the service failure.