Pemanfaatan Teknologi Informasi dalam Proses Administrasi Perkantoran di Hotel Four Points by Sheraton Medan

Abstract

The advancement of information technology has brought significant transformation in administrative processes, including in the hospitality sector. Four Points by Sheraton Medan, as an international four-star hotel, has adopted information technology to support administrative activities, particularly in reservations, check-in/check-out, guest data management, and transaction recording. However, in its implementation, the hotel still faces several challenges such as limited system integration between departments, unstable internet connectivity, and insufficient technology training for staff. This study aims to identify the forms of information technology utilization in administrative processes and assess its benefits in improving work efficiency This research uses a qualitative method with a case study approach, where data were collected through in-depth interviews with four informants from the Front Office, Finance, Information Technology, and Human Resources departments. The results show that the use of information technology improves daily operational efficiency. However, dependence on internet connectivity and the lack of real-time integration between departmental systems (such as minibar, spa, gym, f&b) lead to service delays and communication risks. The hotel has implemented manual backup procedures as a contingency during system disruptions and applies international data security standards. Regular internal training is also conducted to enhance staff adaptability to technology. The utilization of information technology at Four Points by Sheraton Medan has provided significant benefits in administrative effectiveness. However, further improvements are needed in terms of system integration, network infrastructure, and human resource competencies through continuous training programs.