Strategi Hotel Novotel Balikpapan dalam Menangani Tamu Check In saat Kamar Penuh (Studi Kasus: Front Office Department)

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The Novotel Balikpapan is one of the esteemed hotels in Balikpapan that is widely chosen by the community as a place for accommodation or events on certain occasions. Consequently, numerous room reservations are made, leading to full occupancy. Therefore, the Novotel Balikpapan Hotel requires a strategy for handling guest check-ins during peak occupancy. This research aims to explore the strategies employed by the Novotel Balikpapan Hotel in managing guest check-ins and the challenges encountered during peak occupancy. The research methodology employed in this study is descriptive qualitative research, utilizing data collection techniques such as observation, interviews, and documentation. The findings of this study reveal several challenges faced by hotel guests during the check-in process at the Novotel Balikpapan Hotel. These challenges include guests waiting for rooms to be ready for occupancy due to frequent full occupancy, inadequate human resources for room cleaning, and sudden guest requests upon check-in. The Novotel Balikpapan Hotel addresses these challenges by implementing various strategies, including organizing exhibitions for micro, small, and medium-sized enterprises (UMKM), optimizing the kid's corner, fostering good cooperation between receptionists and housekeeping staff, providing welcome drinks and snacks, conducting courtesy calls, assigning room numbers in the system, preparing registration card forms, and providing room keys. It is expected that these strategies will effectively resolve the issues associated with handling guest check-ins during peak occupancy at the hotel.



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