GROOMING DAN KINERJA FRONT OFFICE DALAM MEMBENTUK PERSEPSI TAMU TERHADAP PROFESIONALITAS HOTEL GRAND PURI SARON
DOI:
https://doi.org/10.70018/mb.v6i2.109Keywords:
Grooming, Kinerja Front Office, Persepsi Tamu, Profesionalitas, HotelAbstract
Grooming adalah bagian dari upaya perawatan diri yang dilakukan untuk menjaga penampilan, kebersihan, dan kerapian tubuh agar terlihat menarik dan profesional di lingkungan kerja. Penelitian ini bertujuan untuk memahami standar grooming dan kinerja karyawan Departemen Front Office yang berperan dalam membentuk persepsi tamu terhadap profesionalitas Hotel Grand Puri Saron Yogyakarta. Penelitian ini difokuskan untuk menggali makna penampilan profesional, sikap pelayanan, dan interaksi karyawan dengan tamu dalam lingkup pelayanan perhotelan. Pendekatan kualitatif dengan observasi partisipatif dan wawancara mendalam digunakan dalam penelitian ini yang diterapkan pada karyawan front office dan tiga tamu hotel. Data dianalisis melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitiannya menunjukkan bahwa standar grooming yang konsisten menjadi indikator awal penilaian tamu terhadap kesan profesional karyawan. Kinerja pelayanan yang responsif, sopan, dan komunikatif memperkuat persepsi positif tamu terhadap kualitas layanan dan citra hotel. Sebaliknya, ketidakkonsistenan dalam penampilan atau sikap pelayanan dapat menurunkan kepercayaan tamu terhadap profesionalitas hotel secara keseluruhan.
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