Abstract:This study examines the effectiveness of training programs for room attendants in the hospitality industry, focusing on their impact on performance, job satisfaction, and retention. Using a qualitative approach, in-depth…
interviews were conducted with 20 room attendants and 10 housekeeping managers across various hotel segments. The findings reveal that while initial training typically covers basic cleaning techniques and safety protocols, it often lacks depth in advanced methods and customer service skills. Challenges such as time constraints and reliance on informal learning are common, affecting the consistency and quality of training. Effective training programs were identified as those that provide comprehensive, ongoing instruction and incorporate innovative methods like virtual reality and gamified learning. The study also highlights the importance of mentorship programs and regular feedback to enhance training outcomes. Recommendations for improving training programs include developing detailed curricula, addressing time constraints, and adapting to emerging trends. By implementing these strategies, hotels can enhance room attendants' skills, satisfaction, and overall service quality, leading to improved guest experiences and operational success.
Abstract:This study investigates the dynamic marketing and communication strategies used by PT. Gojek Indonesia to strengthen its consumer base. As one of Southeast Asia's leading technology-based platforms, Gojek has rapidly expanded…
anded its services beyond ride-hailing to include food delivery, digital payments, and more. This research uses a qualitative approach, combining interviews, case studies, and industry analysis to dissect the multifaceted strategy implemented by Gojek. This study explores Gojek's proficient use of digital channels and social media to drive consumer engagement. By analyzing consumer behavior and preferences, the study explains how Gojek tailors its marketing messages to resonate with diverse target audiences. In addition, this study examines the role of strategic partnerships and collaborations in strengthening Gojek's market presence and attracting new consumers. Furthermore, the study explores the impact of innovative features and services introduced by Gojek, such as loyalty programs and seamless user interfaces, on customer acquisition and retention. The study identifies the critical role of data analytics in shaping personalized marketing campaigns that appeal to specific consumer segments. The findings from this study contribute to a broader understanding of effective marketing and communication strategies in technology-based service industries. The insights derived from Gojek's approach provide valuable lessons for businesses looking to navigate a competitive market and expand their consumer base through strategic marketing initiatives.
Abstract:Risk management is an important aspect of an organization's decision-making strategy to manage uncertainty and identify opportunities in a complex business environment. This research aims to investigate the implementation…
n of risk management in the context of strategic decision making, with a focus on the process of risk identification, risk evaluation, mitigation strategies, and their impact on achieving organizational goals. This research uses a qualitative approach with case studies as the main methodology. Data was collected through in-depth interviews with organizational leaders and analysis of documents related to risk management. The analysis steps include risk identification, risk evaluation using impact and probability assessment methods, as well as risk mitigation strategies applied in strategic decision making. The research results show that a comprehensive risk identification process provides a strong basis for designing effective risk management strategies. In-depth risk evaluation allows organizations to prioritize the most significant risks and develop appropriate mitigation actions. Implementation of risk mitigation strategies such as prevention, mitigation, transfer or retention of risk has contributed significantly to reducing the negative impact of risks faced by organizations. This research confirms that risk management is not only a tool to protect organizational value, but also a proactive approach that supports the achievement of long-term strategic goals. By implementing best practices in risk management, organizations can build a solid foundation for sustainable growth and success in a competitive and dynamic marketplace.
Abstract:Persaingan industri fixed broadband di Lampung meningkatkan risiko tunggakan dan perpindahan pelanggan akibat rendahnya pemahaman terhadap sistem tagihan pascabayar. Penelitian ini bertujuan menganalisis proses kerja Billing,…
ling, Collection, and Retention dalam menjaga retensi pelanggan IndiHome pada PT Telkomsel Branch Lampung. Penelitian menggunakan pendekatan kualitatif deskriptif melalui wawancara, observasi, dan dokumentasi terhadap petugas lapangan, admin, dan supervisor. Hasil penelitian menunjukkan bahwa proses penanganan pelanggan dilakukan secara sistematis berdasarkan tingkat tunggakan pembayaran. Kendala utama yang ditemukan meliputi rendahnya pemahaman pelanggan terhadap sistem pascabayar, alamat pelanggan yang tidak akurat, rumah kosong, dan persaingan promo kompetitor. Penelitian ini menyimpulkan bahwa komunikasi personal, edukasi pelanggan, dan koordinasi antar tim memiliki peran penting dalam mempertahankan pelanggan IndiHome.
Abstract:This qualitative descriptive study investigated the impact of using board games into English vocabulary instruction for eleventh-grade students at MA Miftahul Ulum Bettet. Data were collected through classroom observations,…
ions, structured interviews with five students and the teacher, and document analysis (lesson plans, student reflections). Thematic analysis revealed that board games significantly enhanced student engagement and motivation, fostering collaborative learning and contextualized vocabulary acquisition. Students reported increased enjoyment and improved vocabulary retention compared to traditional methods. While challenges related to time management and instructional alignment were identified, the findings strongly suggest that board games offer a valuable and effective supplementary approach to vocabulary instruction, aligning with constructivist and experiential learning principles.