The Effectiveness of Grooming-Based Front Office Soft Skills Training in Enhancing Service Excellence and Guest Satisfaction at Narasena Co-Living Yogyakarta
Efektivitas Pelatihan Soft Skill Front Office Berbasis Grooming dalam Meningkatkan Excellent Service dan Kepuasan Tamu di Narasena Co-Living Yogyakarta
DOI:
https://doi.org/10.52187/rdt.v7i2.426Keywords:
grooming training, soft skill, front office, excellent service, guest satisfactionAbstract
This study aims to analyze the effectiveness of Front Office soft skill training through the implementation of grooming in enhancing excellent service and guest satisfaction at Narasena Co-Living Yogyakarta. This research employed a qualitative case study approach. Data were collected through in-depth interviews, participant observation, and documentation involving hotel management, Front Office employees, and guest feedback. The data were analyzed using interactive qualitative analysis consisting of data reduction, data display, and conclusion drawing, supported by thematic analysis. The findings indicate that grooming training was implemented through structured materials, roleplay, coaching, shift briefing, and continuous monitoring. The training improved employees' professional awareness, self-confidence, non-verbal communication, and service consistency. Behavioral changes were reflected in neater appearance, warmer facial expressions, better posture, improved eye contact, clearer verbal communication, and more professional interaction with guests. Guest feedback showed positive perceptions toward staff friendliness, neat appearance, responsiveness, and service professionalism. However, grooming training was not the sole determinant of guest satisfaction, as physical facilities and interdepartmental service quality also influenced the overall guest experience.
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