EKSPLORASI PERAN MANAJEMEN SUMBER DAYA MANUSIA DALAM MENINGKATKAN KUALITAS PELAYANAN PADA HOTEL DI UBUD, BALI

Ngakan Putu Purwita

doi:10.47492/jrt.v6i1.4153

Ngakan Putu Purwita Pengelolaan Pariwisata Global, Politeknik Omna Trisakti Chandra, Bali, Indonesia

DOI: https://doi.org/10.47492/jrt.v6i1.4153

Keywords: Human Resource Management, Service Quality, Hospitality Industry, Ubud, Bali, Bali, Qualitative Study

Abstract

This study aims to explore the role of human resource management in improving service quality in hotels located in Ubud, Bali. A descriptive qualitative approach was employed, with data collected through in-depth interviews, observation, and documentation. Informants were selected using purposive sampling, including HR managers, operational managers, supervisors, and hotel employees. The findings reveal that human resource management plays a significant role in enhancing service quality through attitude-based recruitment, continuous training and development programs, and regular performance evaluations. Additionally, the integration of Balinese local cultural values into service practices serves as a unique advantage in creating high-quality guest experiences. However, challenges remain in maintaining service consistency and addressing high employee turnover. This study contributes theoretically to the development of human resource management and service quality literature, and practically as a reference for hotel management in improving competitiveness through effective HR practices.

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