Analysis of Receptionist Service Quality on Guest Satisfaction at Harper Kuta Hotel

This research is based on the importance of the role of the receptionist as a brand image of a hotel in terms of first impressions and final impressions for guests who stay overnight. Services provided to guests are expected to be able to meet expectations or even exceed them. This research is intended to measure and analyze the quality of receptionist services to guest satisfaction at Harper Kuta Hotel, using servqual method to check the gap both partially and simultaneously. By using servqual which is used as 16 indicators X, against the Overall of Guest Satisfaction, Customer Loyalty. The average expectation of respondents is 3.60 is higher than the average of perception in 3.52, means that the service quality is not meet the expectation from customers. Respondents were determined by random sampling method and with the method of determining the number of samples using the Slovin method, the number of respondents was 99 respondents. The data analysis technique used is validity test, reliability test, servqual method and data processing using SPSS 25 software to analyze multiple linear regression. Based on the results of data processing obtained 3 positive indicators, namely the infrastructure supporting the receptionist is adequate, the receptionist provides services professionally, the receptionist provides general information correctly and updates. While other variables produce negative gaps that have an adverse effect. that together or simultaneously all variables X have an influence on the variable Y or the satisfaction of the respondents as a whole on the service provided by the this can be seen from sig. or significance whose value is smaller than 0.1. on the description on the independent variable, the dominant influence is how understand and the guest, how


INTRODUCTION
Harper Hotel is one of the 4 star hotels located in Legian Kuta Bali. The facilities offered are restaurants and bars, swimming pools, spas, and meeting rooms that are expected to meet satisfaction for guests who stay overnight. a strategic location and supported by good service will be able to make guests satisfied. The characteristics of tourists visited Kuta beach are visited by foreign guests ranging in age from 21 to 25 years and get students and are dominant from Australia. It is said that the characteristics of guests visiting Kuta Beach are tourists with intermediate categories, who tend to seek accommodation at medium prices (Juniawan et al. 2017). Various types of accommodation are available in tourist areas, in Badung alone, it has 443 approved hotels with a 1 to 5-star classification, with rooms reaching 58,694 rooms based on BPS publication, Bali Province in Figures 2018.
The front office is said to be the spearhead in interacting with guests at the hotel, in its role to give guests the first and last impressions. Reception is one part that is in the Front

Total Persons Stayed
Office Department, the person is called the receptionist. The receptionist has an important role in the hotel, namely handling registration upon arrival, giving servants from before arrival, during the stay, when checking out, and also connecting incoming or outgoing telephone properly (Handayani et al., 2018). While the other stated the receptionist is part of the department The front office has the duty and responsibility to welcome guests to hotel guests, it is very important to create a good impression when coming and waiting . So it is very important for the receptionist and all hotel components to provide the maximum possible service to achieve satisfaction from all guests who stay overnight. Service is an activity offered to consumers or customers who are served, which are intangible and cannot be owned (Prakoso, 2017: 17) If the services provided are in accordance with the expectations of guests, guests will feel satisfied. However, if the service provided is not as expected, namely when guests are handled by incompetent employees, late service, feel uncomfortable because employees are not polite and unfriendly, dissatisfaction will give different reactions, one of which is canceling orders and consumers will share his frustration on social media. On average a guest recommends a few friends if the waiter he can satisfy.
Service quality is the difference between the expectations and realities of the customers for the service they receive. Service quality can be known by comparing customer perceptions of the services they actually receive with the actual service they expect. Service quality is the main thing that needs to be taken seriously by companies that involve their own resources (Lupiyoadi, 2006: 161). Service quality elements such as reliability, responsiveness, assurance, empathy and tangibles (tangible evidence) are coordinated and interacted to get guest satisfaction. Satisfaction is a feeling of pleasure or disappointment that arises from comparing perceptions of performance (or results) of a product with expectations that are owned. If performance fails to meet expectations, customers will be disappointed. If performance equals expectations, customers will be satisfied. If performance exceeds expectations, customers will be very satisfied or fascinated (Budi, 2013: 74). Customers satisfaction is really a focus point in the hospitality industry like Hotel, because customers satisfaction will gave an impact into guest loyalty and affected the image of the hotel, from the online reviews.

RESEARCH METHOD
Harper Kuta is at the heart of Legian, located on Jalan Then after doing validity test to the instrument that will used for this study, I going to continue to check using reliability test. It will used same software SPSS 25. This reliability test aims to measure the extent to which the questionnaire made can be trusted as a data measuring device. If the instrument is used several times to measure the same object will produce the same data. Like present on the Table 1, this test standard is cronbach's alpha 0.977 or if it is concentrated to 97.70%, which when used the criteria nunnally (1960) cronbach's alpha obtained is at least 60%. So it can be said that the questions in the questioned questionnaire are reliable. Then we continue about the characteristics of respondents based on the results of the questionnaire obtained. As can be seen from the appendix, in the questionnaire there are general questions that can be used to map respondents. These questions include Based on the objectives of the respondents coming and staying at Haper Kuta, the author's group into 3 categories, namely for vacation, business, and others. Based on Figure   2, the distribution can be seen, 74.70% of respondents want to take a vacation, 21.20% others, and 4.10% aim for business.  The length of stay of respondents according to the diagram above can be seen as many as 45.50% of respondents stayed more than 2 nights, while respondents who stayed overnight there were 33.30% of respondents, and the remaining 21.20% of respondents stayed just 2 nights. In general, the characteristics of the respondents in this study were the guests of the Harper Kuta Hotel, which had a majority stay of more than 2 nights.
Source: Data proceed, 2019 After collected data using questionnaire the total of respondent and calculated the average of each variable as on Table 2. The dependent variable of this research is the overall guest satisfaction or variable Y against service from receptionist the result of the average is 3.52 from 4.00, hence mean customers or 99 respondents are satisfied enough for services that given by Receptionist.
Although in the table found that mostly the independent variable or X are below from respondents expectation. Based on the results of the Y variable average, the overall guest satisfaction against service from reception is 3.52, which means it's good enough.
Simultaneous As for all variables X gives effect to the Y variable, evidenced by the results of the data output with SPSS 25 through the F test below. The results show that together or simultaneously all variables X have an influence on the variable Y or the satisfaction of the respondents as a whole on the service provided by the receptionist, this can be seen from sig. or significance whose value is smaller than 0.1. Based on the description on the independent variable, the dominant influence is how respondents evaluate the receptionist who is able to understand and understand the guest, how the respondent's assessment of the receptionist who provides professional training and the speed of the receptionist in providing services are the three main variables that influence guest satisfaction simultaneously. By using the ratio of f count and f table, the results are 5,849 > 1,542, so that overall the variable X gives an influence on the variable Y, or the service provided by the receptionist influences the satisfaction of the respondents.
Furthermore, the results of data processing will be displayed, the effect of the overall variable X on loyalty rather than guests/respondents, in the context of staying back to the Harper Kuta Hotel. The influence can be seen from sig. or its significance is smaller than 0.1.
Whereas if using a comparison between f count and f table, which is 7.643> 1.542, so it can be said that the whole variable X gives effect to variable Y2, or the service provided by the receptionist influences guest loyalty. The influence given is greater to Y2 compared to Y1, which can be seen from the F calculated obtained greater value. that there are many limitations on this thesis in spite of the effort to make it as comprehensive as the sources available. Since there is much space for error, the writer would like to be grateful if the readers would give the writer any corrections, comments, or critics for improving the report in the future.