Hospitality Management and Operations Journal

Evaluation of Green Hotel Implementation in Indonesia: Its Impact on Millennial Travelers' Staying Decisions

Regita Anggia Ningtyas, Zidnal Falah — Sat, 05 Jul 2025 00:00:00 +0000

Sustainability issues are increasingly becoming a major concern in the global hospitality industry. Millennial travelers as the dominant segment in tourism show a strong preference for accommodations that apply environmentally friendly principles or green hotels. This study aims to evaluate the implementation of the green hotel concept in Indonesia and analyze its impact on millennial tourists' stay decisions. The research uses a qualitative approach with a case study method on hotels in Bali, Jakarta, and Bandung. Data collection techniques were conducted through in-depth interviews with hotel management, field observations, and questionnaires to licensed employees. The results showed that green hotel practices are most prominently implemented in the aspects of energy efficiency, the use of local products, and waste management. However, the aspect of sustainability communication to guests is still weak and has not been maximized. The findings also reveal that millennial travelers tend to choose hotels that show a real commitment to sustainability. In conclusion, green hotel implementation has a positive influence on millennial travelers' stay decisions, especially when accompanied by an educative and transparent communication strategy. This research provides important implications for hotel managers and policy makers in promoting sustainable tourism in Indonesia.

The Role of Artificial Intelligence in Improving Customer Experience in The Global Hospitality Industry

Sat, 05 Jul 2025 00:00:00 +0000

Digital transformation in the hospitality industry has driven the adoption of artificial intelligence (AI) as a strategic tool in improving service quality and customer experience. This research aims to explore how AI technologies, such as chatbots, facial recognition, predictive analytics, and smart room control, are implemented in the context of hotel operations and their impact on guest perception and satisfaction. Using a descriptive qualitative approach, data was collected through in-depth interviews with hotel management, questionnaires to licensed employees, as well as direct observation at a leading international hotel. The results show that AI is able to accelerate service processes, improve operational efficiency, and provide personalized experiences that have an impact on increasing customer loyalty. However, the findings also reveal challenges such as lack of employee training, guest resistance to automated services, and ethical issues of data privacy. The implications of this study suggest the need for a hybrid service approach between AI and human labor, as well as stronger education strategies and data protection policies. This research contributes to a comprehensive understanding of the role of AI in the hospitality sector and informs the formulation of customer-oriented technology-based service policies.

The Effect of Customer Experience on Guest Satisfaction and Loyalty: A Study on Digital Service-Based Hotels

Daimah Daimah, Saeful Anwar — Sat, 05 Jul 2025 00:00:00 +0000

Digital transformation in the hospitality industry has changed the way hotels provide services to guests, especially through the use of technologies such as self check-in, mobile applications, and Internet of Things (IoT) based systems. This study aims to analyze the influence of customer experience on guest satisfaction and loyalty in digital service-based hotels. Using a descriptive qualitative approach, data was collected through in-depth interviews with hotel managers, questionnaires to licensed employees, and observations of guest behavior at two digital hotels in Jakarta and Bali. The results show that a positive customer experience, characterized by ease of access, speed of service, and technological convenience, contributes greatly to guest satisfaction. Furthermore, high satisfaction drives loyalty in the form of return intentions and recommendations to others. However, human interaction is still required to maintain a balance between digital efficiency and emotional comfort. This research emphasizes the importance of integrative strategies in technology

The Effect of Implementing Total Quality Management (TQM) on Improving The Reputation of Star Hotels

Evi Lativah — Sat, 05 Jul 2025 00:00:00 +0000

This study aims to examine the effect of Total Quality Management (TQM) implementation on improving the reputation of star-rated hotels in Indonesia. This study uses a quantitative approach with a survey design and cross-sectional approach, which collects data through questionnaires given to hotel managers, service staff, and customers from 100 star-rated hotels in several major cities in Indonesia. The data obtained were analyzed using descriptive statistics, t-test, ANOVA, and linear regression to examine the influence of TQM dimensions on hotel reputation. The results showed that the dimensions of customer focus and continuous improvement have a significant influence on the reputation of star hotels. In addition, the dimensions of quality measurement and employee involvement also have a positive impact, although smaller. These findings indicate that hotels that implement TQM with a focus on service quality and continuous improvement tend to have a better reputation in the eyes of customers. This study provides practical implications for hotel managers to improve customer experience through more systematic and continuous implementation of TQM. In addition, this study contributes to enriching the literature related to the relationship between quality management and hotel reputation.

Optimizing The Use of Big Data to Improve Guest Experience in International Hotels

Mar’atus Solikhah — Sat, 05 Jul 2025 00:00:00 +0000

This research aims to examine the use of Big Data in improving guest experience in international hotels. In the highly competitive hospitality industry, service personalization has become one of the main factors in maintaining guest satisfaction and increasing customer loyalty. Through a qualitative approach with a case study method, this research involves interviews with hotel managers, questionnaires for licensed employees, and direct observation in several international hotels that have adopted Big Data technology. The results show that the use of Big Data enables hotels to provide more personalized services, such as offering relevant recommendations based on guest preferences, as well as improving operational efficiency. However, the main challenges found are infrastructure limitations and lack of analytics skills among staff. Hotel employees tend to accept the use of Big Data in improving services, despite concerns regarding privacy and management of guests' personal data. This research concludes that while Big Data provides great potential to improve guest experience, its successful implementation is highly dependent on investment in staff training and proper infrastructure management. The practical implications of this study suggest that hotels should focus more on service personalization and more effective data management to improve guest satisfaction. This research also opens up opportunities for further studies on the challenges of implementing Big Data in hotels with limited resources.