PENGARUH KOMUNIKASI DAN SIKAP KARYAWAN TERHADAP KEPUASAN TAMU DI PALETTE HOTEL LEGIAN

Abstract

Guest satisfaction is one of the indicators of service success in the hospitality industry. Effective communication and good employee attitudes play an important role in creating a satisfying stay experience and building a positive image of the hotel. This study aims to analyze the influence of employee communication and attitudes on guest satisfaction at Palette Hotel Legian. This study uses a quantitative approach with a sample of 94 respondents selected through non-probability sampling techniques. Data collection was carried out through questionnaires, observations, interviews, and documentation. Data analysis included descriptive analysis to describe respondent characteristics and respondents' responses to communication variables, employee attitudes, and guest satisfaction, as well as inferential analysis through validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, t-tests, F-tests, and determination coefficients. The results of the study show that communication has a positive and significant effect on guest satisfaction, employee attitudes have a positive and significant effect on guest satisfaction, and communication and employee attitudes simultaneously have a positive and significant effect on guest satisfaction at Palette Hotel Legian. Thus, improving the quality of communication and employee attitudes needs to be maintained and improved as an effort to increase guest satisfaction and create a satisfying stay experience.