Enhancing Guest Satisfaction through Human Resource Quality and Hotel Facilities: A Strategic Approach

Roman Pidegso Narendratama; Tuwuh Adhistyo Wijoyo

doi:10.59890/ijmbi.v3i1.285

Authors

Roman Pidegso Narendratama STIEPARI Semarang
Tuwuh Adhistyo Wijoyo STIEPARI Semarang

DOI:

https://doi.org/10.59890/ijmbi.v3i1.285

Keywords:

Consumer Satisfaction, Human Resource Quality, Hotel Facilities

Abstract

This research aims to explore the integration of human resource development and facility management in enhancing guest satisfaction within the hospitality industry. Using a qualitative research approach, semi-structured interviews were conducted with heads of hotel departments, including front office, housekeeping, food and beverage, and human resources managers, to gather insights into the strategic management of staff and facilities. The study highlights the importance of training, employee engagement, leadership, and facility maintenance in creating positive guest experiences. Key findings show that coordinated investments in both human resources and hotel infrastructure lead to higher guest satisfaction, with technological advancements and sustainability initiatives emerging as critical factors. The research provides valuable insights for hotel managers seeking to balance human resource and facility management strategies to improve service quality, strengthen brand reputation, and achieve a competitive edge in the hospitality industry. The originality of this study lies in its holistic approach to understanding the interconnectedness of these two aspects of hotel management, contributing to the field by offering practical recommendations for enhancing guest satisfaction and operational success.

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