Hotel Operational Management by General Manager as A Key Factor in Increasing Revenue

Abstract

Operational management plays a very important role in the success of a hotel business,especially in increasing revenue. This study aims to analyze how operationalmanagement implemented by the General Manager (GM) plays a key role in increasinghotel revenue. The General Manager holds the primary responsibility for managingvarious operational aspects, including cost efficiency, service quality, and optimalresource utilization. An effective management approach not only ensures smooth dailyoperations but also contributes significantly to increasing guest satisfaction, whichultimately has an impact on increasing revenue. This study uses a qualitative approachwith a case study method at Indoluxe Hotel Yogyakarta which was collected through indepth interviews with the General Manager and direct observation of the hotel'soperational processes. Data analysis was carried out by identifying key factors thatinfluence operational management and its influence on revenue. The results of the studyindicate that the strategies implemented by the General Manager in operationalmanagement, such as cost control, improving service quality, product innovation, andutilizing technology, have a positive correlation with increasing hotel revenue. Inaddition, the General Manager's ability to manage the team and adapt to marketdynamics is also a determining factor in the success of hotel operations. The conclusionof this study confirms that the role of the General Manager in operational managementis an important element in driving hotel revenue growth. Recommendations for hotelmanagers are to improve managerial skills and focus on continuous innovation inoperations in order to achieve optimal financial performance.