DOMINANT FACTORS OF SERVICE QUALITY IN FRONT OFFICE DEPARTMENT (STUDY CASE: PULLMAN JAKARTA CENTRAL PARK)

Abstract

The problem that make guests do not want to promote the hotel to the other is not because they are satisfied with the service or the decreasing of the occupancy percentage every month. In Pullman Jakarta Central Park, the guests that satisfied and not really satisfied with the hotel service and facilities, both could be did not want to promote the hotel. Even though the percentage of occupancy of Pullman Jakarta Central Park is quite high every month, it also does not guarantee that the guests willing to promote the hotel to the other. The Net Promoter Score will not be achieved if many guests do not want to promote the hotel. Research on the topic of service quality in front office department will find out the dominant factor that must be improved in the front office department to make the guests willing to promote the hotel. The researcher performed quantitative analysis in Pullman Jakarta Central Park using factor analysis approach. Through the analysis of this case, the researcher find out that trust, guest relation, and care are the dominant factors of service quality in front office department. Therefore, the improvements are needed in those 3 factors through training for the Front Office staffs.