KINERJA KARYAWAN RESEPSIONIS di HOTEL MUTIARA MERDEKA PEKANBARU

Abstract

Employee performance is an important part of improving the quality of a company. The indicators for assessing employee performance include work performance, work quality, work quantity and timeliness. This study aims to determine the performance of front office employees at the Mutiara Merdeka Hotel Pekanbaru. This study uses a qualitative method with a descriptive approach. Data collection techniques used for this study were interviews, observation and documentation. The key informants involved in the research were Mrs. Nadira Kartika as the front office manager of Mutiara Merdeka Hotel, Mr. Affandy as reception Mutiara Merdeka Hotel, Mrs. Lidia as the front office receptionist at Mutiara Merdeka Hotel and Mrs. Sofia as the front office receptionist at Mutiara Merdeka Hotel. Based on the results of research on the performance of front office employees at the Mutiara Merdeka Hotel Pekanbaru, it is considered very good which can be seen from the employees having a high sense of work ethic, employees who always comply with SOPs and already have work experience in other hotels before becoming employees of Mutiara Merdeka Hotel Pekanbaru, accuracy. time to complete each work and employee attendance, discipline following a predetermined schedule. Certainly in improving the performance of front office department employees there are obstacles such as miss communication between employees but this can be overcome by conducting briefings before operating hours begin.

Keywords: employee performance, job performance, work quality, work quantity, timeliness, front office department.