The Role of Public Areas in Improving Service Quality at Tentrem Hotel Yogyakarta

Abstract

This study aims to examine the role of public areas in improving service quality atTentrem Hotel Yogyakarta. Clean, comfortable, and aesthetic public areas have a significantinfluence on guest perceptions and hotel image. This study uses a qualitative method byemploying interviews, observations, and documentation for collecting the data. This researchmethod uses a descriptive qualitative approach. Data collection is carried out by interview,observation, and documentation. The validity test of this study uses the Data Triangulationmethod as a data validity measurement technique. The data obtained were analyzed usingdescriptive analysis to describe the existing findings. The results of the study indicate that publicareas play an important role as the "face of the hotel" which creates a first impression for guests.Factors that influence the quality of service in public areas include staff discipline and skills,coordination between departments, completeness of facilities, and routine maintenance. Guestperceptions of public areas at Hotel Tentrem Yogyakarta are generally positive, with appreciationfor the cleanliness, comfort, and friendliness of the staff. This study concludes that optimal publicarea management can improve service quality and guest satisfaction at the hotel.