Persepsi Wisatawan Eropa Terhadap Kualitas Pelayanan Resepsionis Di Desa Munduk, Buleleng, Bali

Abstract

This study aims to find out how European tourists generally perceive the quality of reception services in Munduk Village, Buleleng, Bali and to find out how European tourists perceive the quality of service that people provide in various types of hotel accommodations that are located in Munduk. This research is kind of quantitative-qualitative type, using four data collection techniques, namely interviews, questionnaires, document studies, and observations. Through descriptive analysis, five conclusions were obtained, among others: (1) guests' perceptions of service in tourist accommodation in Munduk are still in poor condition; (2) reliability and tangible aspects become the most highlighted aspects in the five indicators of the quality of reception services in Munduk; (3) Most customer complaints are caused by weak hospitality management processes carried out by accommodation owners, so that receptionists need to be given further training; (4) Accommodation owners and accommodation managers should develop a working mechanism with a job description and SOP (standard operational procedure); and (5) accommodation owners should collaborate with tourism stakeholders in Munduk, both the government, travel agents (offline and online), tourists, to academics. Keywords: Perception, Tourists, Europe, Receptionist, Munduk