Check-in Handling by Receptionist to Improve Service Quality
Keywords:check in, quality of service, check in SOP
Purpose: This research is done to find out the implementation of check in handling by receptionist in improving the quality of service at a 5 star hotel located in Ubud tourist area, Gianyar, Bali, Indonesia.
Research methods: Data collection methods used are observation, interviews, questionnaires, and literature study. The analysis technique used in this research is qualitative descriptive using a 4 level likert scale.
Findings: The overall implementation of check in handling has been implemented to the maximum, but there are some standard operating procedures (SOP) that are lacking in its application.
Implication: It takes effort from the receptionist to be able to implement maximum check in SOP in order to improve the quality of hotel services.
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