PENERAPAN ACCOR CORE VALUES DALAM MENINGKATKAN SERVICE QUALITY DI SWISSOTEL JAKARTA PIK AVENUE

Immanuel Alessandro, Satya Dharma (2025) PENERAPAN ACCOR CORE VALUES DALAM MENINGKATKAN SERVICE QUALITY DI SWISSOTEL JAKARTA PIK AVENUE. D4 thesis, Poltekpar NHI Bandung.

	Text PA_2021309071_BAB I.pdf Download (548kB)
	Text PA_2021309071_BAB II.pdf Restricted to Repository staff only Download (379kB)
	Text PA_2021309071_BAB III.pdf Download (313kB)
	Text PA_2021309071_BAB IV.pdf Restricted to Repository staff only Download (416kB)
	Text PA_2021309071_BAB V.pdf Restricted to Repository staff only Download (281kB)
	Text PA_2021309071_COVER.pdf Download (730kB)
	Text PA_2021309071_FULLTEXT.pdf Restricted to Repository staff only Download (2MB)
	Text PA_2021309071_JURNAL.pdf Restricted to Repository staff only Download (147kB)

Abstract

The hospitality industry plays a crucial role in supporting tourism growth in an increasingly competitive landscape. In response to global competition, service quality becomes a key factor in attracting and retaining guests. Swissôtel Jakarta PIK Avenue, as part of the Accor Hotels Group, implements corporate core values as a strategy to improve service quality. This research aims to examine how the implementation of Accor Core Values contributes to enhancing service quality at Swissôtel Jakarta PIK Avenue, both from the internal operational perspective and its impact on employee performance and guest perception. The study employs a qualitative approach using a case study method. Data were collected through direct observation during an On The Job Training period and semi-structured interviews with management representatives from Talent & Culture, Food & Beverage, and Housekeeping departments. The findings reveal that values such as Guest Passion, Trust, and Sustainable Performance are instilled through orientation training and internal campaigns. However, regular refresher training have not yet been implemented for all staff. Inconsistent application of these values is evident in day-to-day service, particularly regarding responsiveness and cleanliness, as reflected in guest reviews. This research concludes that the implementation of Accor Core Values has a positive impact on service quality but requires further optimization through continuous training, behavioral evaluation, and more interactive strategies to embed a value-based work culture.

Actions (login required)

View Item