Pengaruh Pelayanan Berbasis Kaizen Terhadap Guest Comment di Favehotel Kuta Kartika Plaza

Abstract

This study discusses the effect of kaizen service on guest comments at Favehotel Kuta Kartikaplaza. Tourism is a phenomenon that encompasses social, cultural, and economic aspects, referring to travel undertaken by individuals for personal or professional purposes, involving a move away from their everyday environment for a period of less than one year, and not undertaken for the purpose of working at the destination. The tourism industry is an important sector that contributes to economic growth, cultural preservation, and the improvement of local community welfare. In Indonesia, the island of Bali is globally renowned as a major tourist destination thanks to its natural beauty, cultural richness, and the hospitality of its people. Hotels, as one of the main players in the tourism industry, play an important role in providing services to tourists. The implementation of Kaizen in hotels can improve operational efficiency, service quality, and guest satisfaction, thereby positively impacting the hotel's reputation and the economic welfare of local communities that depend on the tourism sector. The research question in this study is: What is the impact of implementing Kaizen-based services on guest comments at Favehotel Kuta Kartika Plaza? The objectives of this study include analyzing the impact of implementing Kaizen-based services on guest comments and guest satisfaction levels at Favehotel Kuta Kartika Plaza. The research method used in this study is a qualitative approach through direct observation, in-depth interviews with staff and guests, and analysis of digital reviews from platforms such as Google Review, Agoda, Traveloka, and Booking.com. This study found that the implementation of this method can provide deeper insights into guest experiences and service effectiveness at hotels, which can then be used as a basis for operational improvements and service quality enhancements.