Efforts to Improve the Communication of the Concierge Department across all sections of the Front Office Department at Padma Hotel Semarang

Abstract

This qualitative research aims to enhance communication within the Concierge Departmentat Padma Hotel Semarang, with a focus on Front Office operations. Communication plays a vital role inensuring seamless guest service, especially in luxury hotel environments where high standards and guestsatisfaction are top priorities. Through in-depth interviews with concierge staff, supervisors, andmanagers, this study explores existing communication patterns, identifies obstacles, and proposesimprovements. The results reveal several communication issues, including message distortion, delays,and lack of clarity—often caused by technological limitations and inconsistent procedures. Based onthese findings, this research suggests implementing integrated communication tools and providingtargeted training to enhance message clarity and coordination. These steps are expected to improve teamsynergy and service quality, ultimately supporting operational excellence at Padma Hotel Semarang.