Strategies for Enhancing Customer Satisfaction in Hotels in Jakarta in the Context of Indonesia's Economic Development

Abstract

This research investigates strategies for enhancing customer satisfaction in hotels within Jakarta, Indonesia, considering the context of the nation's economic development.. This study aims to identify key areas for improvement in hotel management practices to foster a resilient tourism landscape.

Employing a qualitative descriptive approach, the study focuses on understanding the experiences and perspectives of employees within four selected hotels in Jakarta. Data collection methods included interviews, documentation, and observation to gain a holistic understanding of the workplace environment and employee attitudes. The respondents comprised nine individuals, including managers and supervisors. Data analysis involved organizing, examining, and coding the collected data to identify prevalent themes and patterns, followed by data validation through triangulation.

The findings emphasize the importance of employee engagement strategies, communication practices, and organizational culture in enhancing customer satisfaction. Key strategies include fostering a culture of recognition and reward, providing opportunities for growth and development, establishing clear communication channels, promoting open communication, and emphasizing diversity and inclusion. Ensuring that employee voices are heard through regular surveys and feedback sessions is also crucial.The research suggests that hotels should prioritize these elements to cultivate a more productive, engaged, and satisfied workforce, ultimately leading to greater organizational success. Future research should continue to explore these dynamics, ensuring that the industry adapts to the changing preferences and values of its clientele. The study implies that a holistic approach to employee engagement, communication, and organizational culture is essential for success in the contemporary hotel industry.