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Leadership style, motivation and job satisfaction are part of the factors which affects performance. The purpose of this study is to determine the effect leadership style and motivation on performance through job satisfaction as an intervening variable. This research is also intended to determine the effect of style leadership and motivation on performance through job satisfaction as a variable intervene directly and indirectly. This research is done to 50 employee respondents of Prima SR Hotel & Convention Yogyakarta. Method the research used is a quantitative method using statistical and descriptive analysis. The results of this study are (1) There is an influence of leadership style significant positive effect on job satisfaction. (2) there is a stylistic influence leadership has a significant positive effect on performance. (3) there is influence positive and significant work motivation on job satisfaction. (4) there is influence positive and significant work motivation on performance. (5) there is an influence positive and significant job satisfaction on performance. (6) the influence is not direct leadership style on employee performance through job satisfaction greater than the direct influence of leadership style on performance employees (7) the direct effect of motivation on employee performance is greater rather than the indirect influence of motivation on employee performance through job satisfaction.

This research is motivated by an agency operating in the hospitality sector, because in agencies human resources are very important in achieving success. The purpose of this research is to explain the influence of teamwork, work discipline, and work ethics on employee performance. The research method used is a quantitative method using questionnaires as data. This research uses a saturated sampling technique. The sample in this research was all PKWT employees, 47 employees of Lotus Garden Hotel Kediri. In this research, the results showed that teamwork partially had no significant effect on the performance of Lotus Garden Hotel Kediri employees, work discipline partially had a significant effect on the performance of Lotus Garden Hotel Kediri employees, and work ethics partially had an effect on the performance of Lotus Garden Hotel Kediri employees. Meanwhile, simultaneously these three variables have a significant effect on the performance of Lotus Garden Hotel Kediri employees.

Fadia Lutfiana Dahlan C13.2019.00275 Efforts Of Front Office Department To Increase Guest Satisfaction At Padma Hotel Semarang. Hospitality Management Applied Undergreduate Study Program, Faculty of Cultural Sciences, Dian Nuswantoro University. This final project aims to explain the efforts that have been made by the Front Office Department to increase guest satisfaction. There are two obstacles faced by the Front Office Department staff, namely when guests are waiting for long rooms and the problem of AC that is not cold. Basically, guests who visit a hotel with the aim of staying want a comfortable place. Guests who are satisfied with the services provided by staff are important, in this case, the Front Office department is responsible for and has a major influence on hotel guest satisfaction. This research is a research that uses descriptive qualitative research methods. Data collection techniques were obtained through interviews, observation, and documentation so as to obtain accurate data. The research results obtained show that the services provided by the Front Office Department to guests can be assessed as very good in terms of handling complaints to guests, due to handling complaints to guests is one way to satisfy guests. The efforts made by the Front Office Department in increasing guest satisfaction include three things, namely writing guest complaints in the comment log, conducting staff training and following the workflow according to standard operating procedures. With this, efforts can be made to increase the satisfaction of guests staying at Padma Hotel Semarang.

This study aims to determine the cost of goods sold calculation of the room, how to calculate the activity based costing method in determining the cost of the room and to determine the magnitude of differences in hospitalization rates using companies and Activity Based Costing in the hotel The Royale Krakatoa. This study used a descriptive method that describes the actual situation existing at The Royale Krakatau, as for the techniques used to collect the data is Research Library (Library Research), field research (field research). It can be concluded, that the results of the calculation of the cost of the room by using the company for this type Standard room Rp 552,466, while for the ABC method for this type of Rp 447 271 standard rooms. From the results obtained can be compared to the difference in the cost of the room that the hotel management has determined Royale Krakatoa with the results of calculations using Activity Based approach Costing.dengan difference Rp. 105 195.

Rizky Fitriana Ayuningtyas. C13.2019.00251, 2023. Obstacles and Strategies for Purchasing in Procurement of Quality Goods at Awann Sewu Boutique Hotel & Suite Semarang. Hospitality Management Applied Undergraduate Study Program, Faculty of Cultural Sciences, Dian Nuswantoro University.The Purchasing Section is part of the accounting department which is fully responsible for procuring goods as requested by the department, so that hotel operations run smoothly. This final project aims to describe the obstacles and find out the strategy of the purchasing department in the process of procuring goods at Awann Sewu Boutique Hotel & Suite. The author sees that there are obstacles faced by the purchasing department when the process of procuring goods at the hotel. Barriers are prone to occur both from the initial order until the goods have been sent which can affect hotel operations. besides that, the author also looks at the strategies implemented by the purchasing department to overcome obstacles. This study uses a qualitative descriptive method for the data collection process. The data obtained were collected by interview, observation and documentation techniques so as to obtain accurate data regarding the barriers and strategies of the purchasing department in procuring goods. The results of this study describe the obstacles in the Purchasing department in the process of procuring goods at Awann Sewu Boutique Hotel & Suite, so that the Purchasing department needs to implement a strategy in procuring goods to overcome the occurrence of obstacles.

Ganjar Hergiandari C13.2019.00270. 2023. The Role of Room Attendants Improving the Quality of guest room comfort at the Artotel Gajahmada Semarang Hotel. Hospitality Management Applied Undergraduate Study Program, Faculty of Cultural Sciences, Dian Nuswantoro University.This final project aims to explain the role of a Room Attendant, especially in the Housekeeping department in supporting operations. A Room Attendant has duties and responsibilities in working on guest rooms, by providing the best quality of room comfort for hotel guests at Artotel Gajahmada Semarang. This research is a research that uses a qualitative approach with a descriptive type. Data collection techniques using qualitative research methods for the data collection process are obtained through interviews, observation, and documentation, to obtain the correct data. The research results obtained show that the comfort of guest rooms is supported by three things, namely tidiness, beauty, and completeness. By implementing these three things, it will make guests feel comfortable and at home while staying at the hotel at Artotel Gajahmada Semarang.

The canteen is one of the most important parts because it is the main support for employee consumption. They play an important role in providing official food to employees in hotels. The importance of the quality and taste provided is very influential for the satisfaction and comfort of all employees. In providing services, the canteen must serve optimally so that the service will be well received without any dissatisfaction. Data collection methods were collected in 4 ways, namely literature study, observation, interviews, and documentation studies in order to obtain accurate data regarding the satisfaction of canteen staff towards employees. The results obtained from this study are that employees are still dissatisfied with the variety of food menus on weekends. Meanwhile, on weekdays, the variation of the food menu is quite satisfying. A company is said to be successful if employee satisfaction can be guaranteed, and the presence of inhibiting and supporting factors is one of the factors that can be a success of a company or not in its application. The results of this study are that increasing employee satisfaction with canteen services in a company greatly influences the welfare and satisfaction of employees in the company, so it is important for the human resources department to prepare all the facilities needed by employees and also provide excellent service to all employees.  

The lack of performance of kitchen employees at the Swiss-Belhotel Ambon Hotel is due to the lack of good cooperation, non-compliance with SOPs and also standard recipes that have been made, therefore the leadership role of the Executive Chef is needed to improve the performance of kitchen employees. The purpose of this study is to describe the role of the Executive Chef and to find out how the Executive Chef's leadership efforts improve the performance of kitchen employees at the Swiss-Belhotel Ambon Hotel. The data collection method used is a qualitative method using observation, interview, and documentation data collection techniques. The results of the research are first, the Executive Chef has carried out his role well, namely: as a planner, as a policy maker, as an executor, as an expert, and as a controller in carrying out its role as a leader in the food product department. Second, efforts to improve employee performance, namely: providing training, providing motivation, establishing friendship and providing career paths in order to improve the performance of kitchen employees.

The Effect of Work Motivation and Work Ability on Employee Performance at Hotel Lembang Rantepao, North Toraja Regency. The aims to determine the results of the influence of work motivation and work ability on employee performance at the Lembang Rantepao Hotel in 2022. The method used in this study was a survey and used data collection methods through filling out questionnaires and implement and develop data to be processed using SPSS. The type of research used in this research is quantitative research. The type of data used is primary data in the form of information from the object of research through the distribution of research questionnaires at the Lembang Hotel. The conclusion of this study shows that there is an influence of work motivation variable on employee performance but there is no effect of work ability on employee performance at Lembang Hotel.

Jembrak In this era of globalization, service is the main key in building positive relationships between service providers and consumers. One of the critical aspects in providing services is attitude or Service Attitude, namely the attitude shown by individuals or organizations in providing services to the community. Service Attitude is not just about providing services, but also creating positive experiences and added value for the communities served. In this context, research and in-depth understanding of Service Attitude becomes very important. Ethics is a branch of philosophy that considers concepts such as morality, values, and human actions. This includes consideration of what is right and wrong, both in relationships between individuals and in social and professional contexts, improving Human Resources (HR) for employees at Kotta Hotel Semarang.

In the daily operation of a hotel, it is inevitable that guest complaints will occur. Even though all the facilities and services provided are up to standard, it is not uncommon for hotels to encounter obstacles or problems that cause guests to be disappointed and guests submit them in the form of complaints. With this complaint phenomenon, a hotel provides a complaint service that connects guests with the hotel as a complaint handling strategy. This section is the Guest Relations Officer, Guest Relations is responsible for complaints submitted by guests and ensures that the service that guests receive during their stay is the best service. The author conducts research on Guest Relations efforts in handling complaints that occur at hotels. Because the Guest Relations Officer is tasked with handling complaints, a complaint handling system is needed that is systematically arranged. As an effort to handle complaints, a standard for handling complaints has been established. This standard is a benchmark for a hotel in providing Guest Relations services for guests. This study uses a qualitative descriptive research method. To obtain the data needed for writing this research using four methods, namely interviews, observation, documentation, and literature study so as to obtain accurate data. The data obtained is arranged in a research result that will be used as the author's final project. From the results of research conducted by the authors found that the handling of complaints carried out by the Guest Relations Officer at Hotel Tentrem Semarang went well so that complaints that occurred could be resolved properly. In addition to handling complaints, the authors also found that the Guest Relations Officer was also in charge of handling VIP guests, where these VIP guests were important people or members of the government. The results of this study indicate that the Guest Relations Officer is very influential in the service of a hotel, because listening to guest complaints and dealing with complaints can maintain guest confidence in the services provided by the hotel.

This final project aims to explain about Telephone Operator Service Communication (Front Office) with Major Departments Regarding Guest Requests at Gumaya Tower Hotel Semarang. Communication that is not going well, such as the absence of confirmation from between major departments, can make service less than optimal, causing guest complaints to occur. The data collection method used in this research is descriptive qualitative using observation data collection techniques, literature study and documentation in order to obtain accurate data regarding efforts to improve service to hotel guests. The research results that can be obtained from this study are that communication between major departments is very important in improving service to hotel guests. Telephone Operators also have a very important role in handling guest requests so that when guests need assistance and have requests telephone operators can help as much as possible so that guests feel satisfied. However, if the communication between the telephone operator and the relevant major departments does not go well, this can cause guest complaints. Good communication between the Telephone Operator (Front Office) and the major departments at Gumaya Tower Hotel Semarang can create good service and image for the hotel and can increase guest satisfaction.

This project was made considering the importance of the quality of an item and the importance of the role of the part in charge of carrying out the receiving of the hotel ordered goods. This final project aims to explain the role of the receiving section in ensuring that the quality of hotel orders during the pandemic remains good and according to applicable standards. The research method used is qualitative method and literature study and the data collection method used in this project uses the method of observation, interviews and documentation so that the data obtained is more accurate. The results of this study show the importance of the role of the receiving section in ensuring the quality of hotel ordered goods, especially during the COVID- 19 pandemic, this final project underscores the importance of the role of the receiving section in maintaining the quality of goods. Hotel orders during the waiting time until then received by the user who has ordered the item especially during COVID-19 pandemic through various means such as monitoring, health protocol discipline and receiving staff’s efficiency.

In a hotel, it requires various needs in the form of operational goods, food ingredients, beverage ingredients or assets and this is where the role of the Receiving Officer is needed in the procedure for receiving goods. The process of receiving goods documents that require time for the approval of the General Manager makes it difficult for the Receiving Clerk to receive goods because when receiving goods the Receiving Clerk does not bring Purchase Orders and Purchase Requisitions because they are still in the process of approval and the Receiving Clerk's limited understanding of the quality of goods also hinders the procedure for receiving goods. this can be detrimental to the hotel. Guided by the Receiving Job Description, if the Purchase Order and Purchase Requisition documents are still in process, this will also hinder the Receiving Clerk in checking the quality and quantity of incoming goods. By using the interview method with 3 informants, which was given to several employees at the Ministry of Finance, so that the author is more accurate, it is also guided by the Literature Study studied. The author manages these sources of information into a result of field facts, so that the writer can provide conclusions on the problems that arise and provide advice to management. The data collection method used in this study is a qualitative method with a descriptive type. Data collection techniques using observation techniques, interviews, and documentation, in order to obtain accurate data and documents. The people interviewed were Receiving Officer,Cost Control, Buyer, Purchasing Officer

This final project aims to explain the role of accounts receivable in handling delays in collection of receivables (invoices) at the Aruss Hotel Semarang. The data collection method used in this study is a study of secondary documents, so that accurate data can be obtained regarding the role of efforts to handle late collection of receivables. There are various causes for late payment of receivables, one of which is the length of time for disbursing funds so that payments exceed the due date given. The results that can be obtained from this study are that accounts receivable have an important role in maintaining hotel cash flow and overcoming delays in collecting receivables at the Aruss Hotel Semarang. Accounts receivable play an important role in maintaining the hotel's cash flow, one of which is to overcome how guests experience delays in paying. In addition, the role of other departments is no less important in collecting receivables from guests.

Prita Filadelfia. C13.2019.00239. 2023. The Role of a Chef de Partie in Supporting Operations in the Pastry Department of Novotel Hotel Semarang. Bachelor of Applied Science in Hospitality Management, Faculty of Cultural Studies, Dian Nuswantoro University.This final project aims to explain the role of a Chef de Partie, especially how the Pastry Department supports the operations. A Chef de Partie has the duty and responsibilities to manage the team. Lack of supervision from a leader makes an operation not run well, so guest complaints can occur. This research used qualitative descriptive methodology for data collection. The data was collected with interviews, observations, and documentation to obtain accurate data regarding the role of a Chef de Partie in the operations of the pastry section. The research results obtained by researchers are that a Chef de Partie has a very important role in leading his team so as to minimize a problem and be able to overcome problems at the internal and external levels, but if the duties and responsibilities are not carried out properly then it can lead to unsatisfactory product results and guest complaints. The role of a Chef de Partie is very influential in the operations of the pastry section in order to improve the image of a hotel and guest satisfaction.

This research is motivated by the importance of organizational citizenship behavior to increase productivity and effectiveness in an organization. High human fighting power will encourage the emergence of OCB behavior, namely someone who is able to survive in the face of difficulties while working will be able to carry out their obligations properly. However, according to the findings of this research conducted on employees of the Grand Rocky Hotel Bukittinggi, some employees with high OCB levels are still not able to do their jobs optimally. Therefore this research was conducted to find out whether adversity quotient and emotional intelligence affect organizational citizenship behavior of Grand Rocky Hotel Bukittinggi employees. The sample in this study were all 113 employees of the Grand Rocky Hotel Bukittinggi. Data analysis used in this study is multiple linear regression analysis. The results showed that there was a positive and significant adversity quotient with organizational citizenship behavior of employees. There is a positive and significant influence of emotional intelligence on organizational citizenship behavior of employees. Then adversity quotient and emotional intelligence both have a significant influence on organizational citizenship behavior of employees

The Human Resources Department has the responsibility to oversee and manage human resources and everything related to the strategy of recruiting quality employees and the period of time when the Human Resources Department is looking for new candidate replacements. The importance of the ability to recruit quality employees for the Human Resources Department is one of the factors in improving professional human resources, and recruitment problems can be resolved well, thus reducing existing issues. This study aims to determine the strategy of recruiting quality employees at the Quest Prime Hotel and to overcome obstacles in the employee recruitment process at the Quest Prime Hotel. This research is a qualitative study that takes place at the Quest Prime Pemuda Hotel in Semarang. The subject of this study is the Human Resources Manager. The methods used in this study are Observation, Interview, and Documentation, thus obtaining accurate data. The form of recruitment process implemented by the Human Resources Department is by analyzing the required positions, screening the workforce, conducting interviews and selections, and making decisions, so as to obtain new employees with quality standards.

This study aims to identify and explain the efforts that can be made by linen attendants in handling guest complaints in accordance with the standard operational procedures at the Chanti Semarang Hotel. The data collection methods used in this study are observation, interviews, and documentation so that the data obtained about handling guest complaints will be accurate. The research findings are problems found related to linen that has spots or stains, linen that is damaged or torn, linen that is yellowing. Room attendants are parties who are also responsible and can help maintain linen cleanliness. Efforts that a linen attendant can make to handle guest complaints, whether in terms of efforts to improve deficiencies or efforts to prevent and minimize the occurrence of complaints from guests, so that linens with stain and damage problems can be resolved optimally and can be reused for operations. The conclusion that can be drawn is that if all work is carried out according to standard operational procedures, it will guarantee the smooth operation of the hotel. If problematic linen is optimally resolved, it will have a big impact on the satisfaction of the guests staying, thus reducing the possibility of complaints.

This final project aims to describe the collaboration of laundry section with front office department and describe the constraints that occur between the collaboration of the laundry section and the front office department in conducting  guest laundry billing process at the Tentrem Hotel Semarang. The existence of cooperation constraints between the Front Office and Housekeeping raises problems that can cause guest complaints. Therefore, it is necessary to have good quality cooperation between the front office and the laundry department in order to reduce work errors and guest complaints. The research method used is descriptive qualitative method through observation, interviews and retrieval of documentation. The results showed that the collaboration between the laundry section and the front office department went well and smoothly. With the laundry working closely with the front office department to provide information related to guest information that performs laundry services, namely ensuring communication between the front office department and the laundry runs smoothly including information given to guests regarding the clothes they are washing, ensuring there is no damage to guest clothes, always ensuring that laundry delivery to guests is correct and according to guest wishes, the Front Office provides complete information about rooms that benefit from free laundry and laundry Packages. In addition, the Laundry Section cooperation with the Front Office Department in carrying out the Billing process runs according to standard operating procedures. The procedures carried out involve guests, Laundry Attendant, Receptionist and Guest Service Center. In the guest laundry service, then the collaboration also involves Finance to finalize payments.