Keywords
Front Desk Agent performance
Spearman correlation
luxury hotel
How to Cite
Abstract
Abstract
Research Objective: This study aims to analyze the impact of implementing Leading Quality Assurance (LQA) standards on the performance of Front Desk Agents (FDAs) at Hotel X, Mega Kuningan, given the observed gap between LQA standards and the reality of service delivery in the field.
Research Methodology: This study employs a quantitative approach using a survey method. The sample consists of 15 Front Desk Agents (total sampling) for the LQA implementation variable and 7 supervisors (purposive sampling) for the performance variable. Data were analyzed using descriptive statistics and the Spearman correlation test.
Findings: The implementation of LQA falls into the high category (mean = 4.14), while the performance of Front Desk Agents falls into the very high category (mean = 4.30). The Spearman correlation test yielded a rho value of 0.345 (p = 0.448 > 0.05), indicating that there is no significant influence of LQA implementation on the performance of Front Desk Agents.
Limitations: The findings of this study are limited to Hotel X due to the small sample size (N = 7 for the performance variable) and cannot be generalized. Future research should consider including hotel guests as respondents to obtain a more objective assessment of performance.
Originality: This study provides empirical evidence regarding the implementation of LQA in a luxury hotel in Jakarta. It reveals that, although both LQA implementation and FDA performance are rated highly, the statistical influence is not significant—suggesting the presence of other, more dominant factors that affect performance.
Abstrak
Tujuan Penelitian: Penelitian ini bertujuan untuk menganalisis pengaruh penerapan standar Leading Quality Assurance (LQA) terhadap kinerja Front Desk Agent di Hotel X, Mega Kuningan, mengingat adanya kesenjangan antara standar LQA dengan realitas pelayanan di lapangan.
Metode Penelitian: Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Sampel terdiri dari 15 Front Desk Agent (total sampling) untuk variabel penerapan LQA dan 7 atasan (purposive sampling) untuk variabel kinerja. Data dianalisis menggunakan statistik deskriptif dan uji korelasi Spearman
Temuan: Penerapan LQA berada pada kategori tinggi (rerata=4,14), sedangkan kinerja Front Desk Agent berada pada kategori sangat tinggi (rerata=4,30). Uji korelasi Spearman menunjukkan nilai rho=0,345 (p=0,448>0,05), yang berarti tidak terdapat pengaruh signifikan penerapan LQA terhadap kinerja Front Desk Agent.
Keterbatasan: Temuan penelitian ini terbatas pada Hotel X karena jumlah sampel yang kecil (N=7 untuk variabel kinerja) dan tidak dapat digeneralisasi. Penelitian selanjutnya sebaiknya melibatkan tamu hotel sebagai responden untuk mendapatkan penilaian kinerja yang lebih objektif.
Kebaruan: Penelitian ini memberikan bukti empiris tentang implementasi LQA di hotel mewah Jakarta, yang mengungkapkan bahwa meskipun penerapan LQA dan kinerja FDA tergolong tinggi, pengaruh statistiknya tidak signifikan, sehingga mengindikasikan adanya faktor lain yang lebih dominan dalam mempengaruhi kinerja.
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