Optimizing Front Office Human Resources through Empowerment of HRD Padma Hotel Semarang

Abstract

The world of tourism is a sector with great potential, especially in the field of hospitality. It has a big impact in supporting the economy and can attract local and international tourists. Hotels have various departments with the same vision and mission to develop and introduce their work ethic. So the need for assistance from human resources in controlling problems such as an unhealthy work environment, lack of good communication, and uncomfortable attitude of superiors. The performance of hotel employees is a benchmark in the assessment of guests who come to stay or just visit. It is also a determining factor in the success of a hotel. The purpose of this research is to find out what empowerment and training need to be considered so that hotel front office employees can work optimally and continue to grow. To get the results of the research, a qualitative method is used with identification and observation that focuses on case studies of events that have occurred. The results showed that there is a need for assistance and review of the sections in the Front Office Department to support employee performance. Significant changes are seen in the quality of employees including speed of service, employee friendliness, and ability to overcome problems by focusing on the level of guest satisfaction. Provides insight into the need to optimize employee performance in the sustainability of the work environment and hotel. The implication of this research is the importance for hotels to continue to improve service quality and pay attention to the front office work environment as an effort to maintain and increase the number of guests.