Tinjauan Kualitas Pelayanan Front Office Dan Fasilitas Kamar Di Marianna Resort & Convention Tuktuk Samosir

Abstract

This study is based on the importance of service quality and completeness of facilities in the hotel industry as a determining factor for guest comfort and loyalty.This study aims to determine and reveal the quality of front office service and room facilities at Marianna Resort & Convention Tuktuk Samosir, as well as to identify aspects that need to be improved in order to increase guest satisfaction. In this study, the method used is descriptive qualitative with data collection techniques through observation, interviews, and documentation, and data validation using triangulation techniques. The results of the study indicate that front office service is considered quite good in terms of disruption, speed, and efficiency, but there are still shortcomings in the ability of staff information in foreign languages and the provision of tours. Room facilities are generally adequate in terms of cleanliness and comfort, although improvements are still needed in bathroom maintenance and entertainment facilities. The quality of service and room facilities at this resort is good but still requires improvements in several aspects to achieve a more optimal level of guest satisfaction. Keywords: service quality, front office, room facilities, guest satisfaction