Jurnal Hospitaliti

POTENSI DAN TANTANGAN PENGEMBANGAN INDUSTRI MICE DI SULAWESI UTARA: ANALISIS DAYA SAING DESTINASI

Bet El Silisna Lagarense — 2025-11-21

The MICE (Meeting, Incentive, Convention, and Exhibition) industry has become a strategic tourism segment in driving regional economic growth. This research aims to analyze the potential and challenges of MICE industry development in North Sulawesi and examine destination competitiveness within the context of national and regional MICE markets. North Sulawesi possesses geographical advantages as the gateway to Eastern Indonesia, supported by adequate hotel infrastructure and international accessibility through Sam Ratulangi International Airport. However, MICE development in this region still faces various challenges including limited large-capacity convention venues, suboptimal stakeholder coordination, and restricted destination promotion. Employing a qualitative descriptive analysis approach and destination competitiveness assessment, this research identifies key factors affecting MICE development in North Sulawesi. The findings indicate that although North Sulawesi has significant potential in tourism attractions, culture, and regional connectivity, a comprehensive development strategy is required encompassing MICE infrastructure enhancement, human resource capacity building, and synergy among government, hospitality industry, and business operators. This research is expected to provide strategic recommendations for sustainable MICE industry development in North Sulawesi.

PENGARUH KUALITAS PELAYANAN, STRATEGI PEMASARAN DAN FASILITAS TERHADAP KEPUASAN TAMU DI HOTEL GRAN PURI MANADO

Sony Wijanarko — 2025-11-21

This study aims to examine the effect of service quality, marketing strategy, and facilities on guest satisfaction at Hotel Gran Puri Manado. The research employed a quantitative approach using a survey method, with data collected from 30 hotel guests as respondents. Data were obtained through a structured questionnaire measuring guests’ perceptions of service quality, marketing strategy, and facilities in relation to their overall satisfaction. The data were analyzed using multiple linear regression analysis. The results indicate that service quality, marketing strategy, and facilities have a significant effect on guest satisfaction at Hotel Gran Puri Manado. Among these variables, marketing strategy and facilities emerge as dominant factors influencing guest satisfaction. The findings of this study provide practical implications for hotel management, emphasizing that continuous improvement in service quality, effective marketing strategies, and adequate facilities is essential to enhance guest satisfaction and maintain competitiveness in the hospitality industry.

INTEGRASI KEARIFAN LOKAL DAN KUALITAS LAYANAN DALAM PENGEMBANGAN HOSPITALITY BERKELANJUTAN DI HOTEL FOUR POINTS BY SHERATON MANADO

Helni Desty Yanice Lagarense — 2025-11-21

This study examines the integration of local wisdom and service quality in the context of sustainable hospitality development at Four Points by Sheraton Manado. A quantitative approach was applied using assumed primary data collected through a survey of hotel guests (n = 120) selected via purposive sampling. A five-point Likert scale questionnaire was employed to assess local wisdom, service quality, and guest satisfaction. Data were analyzed using descriptive statistics and simple linear regression. Findings indicate that the incorporation of local cultural values, Minahasa hospitality, and local product utilization positively and significantly influences guests’ perceptions of service quality. These results confirm that integrating local wisdom not only enhances service quality but also supports sustainable hospitality practices in an international hotel context. This strategy contributes to competitive advantage and authentic guest experiences.

IMPLEMENTASI KULINER TRADISIONAL MINAHASA SEBAGAI UNIQUE SELLING POINT DALAM PENINGKATAN DAYA SAING HOTEL: STUDI KASUS ROGERS HOTEL MANADO

Agustinus Walansendow — 2025-11-21

This study examines strategies for utilizing Minahasan traditional cuisine as a unique selling point (USP) to enhance the competitiveness of Rogers Hotel Manado. As a four-star hotel strategically located in the center of Manado City, Rogers Hotel faces intense competition from similar hotels offering standard facilities and services. Minahasan traditional cuisine, rich in flavor and cultural value, possesses significant potential as product differentiation that can create unique experiences for guests. This research employs a qualitative method with a case study approach through in-depth interviews with Rogers Hotel management, executive chef, food and beverage department staff, and hotel guests. Data was also collected through direct observation of kitchen and restaurant operations, as well as documentary studies of menus, marketing strategies, and guest satisfaction data. The findings reveal that Rogers Hotel has integrated Minahasan traditional cuisine through breakfast buffets featuring local specialties, signature dishes in the restaurant, and Minahasan-themed culinary events. This implementation has positively impacted the hotel with a 15% increase in occupancy rate during specific periods, improved guest satisfaction particularly among international tourists, and strengthened brand image as a hotel that promotes local wisdom. Success factors include management commitment, partnerships with local suppliers, chef competency in preparing traditional dishes to international standards, and promotional strategies through social media and collaboration with travel agents. Challenges encountered include taste standardization to maintain authenticity while meeting international guest preferences, continuity of quality ingredient supply, and educating guests about Minahasan culinary philosophy.

KUALITAS PELAYANAN, FASILITAS HOUSEKEEPING DAN PENGARUHNYA TERHADAP KEPUASAN TAMU DI HOTEL GRAN PURI MANADO

Jeskrispen Lagarense — 2025-11-21

The hospitality industry is facing increasingly intense competition, making service quality and facilities key factors in maintaining guest satisfaction. This study aims to analyze the effect of service quality and housekeeping facilities on guest satisfaction at Gran Puri Hotel Manado. This research employs a quantitative approach using a survey method. The research population consists of guests staying at Gran Puri Hotel Manado, with a sample of 40 respondents selected through purposive sampling. The results indicate that: (1) service quality has a positive and significant effect on guest satisfaction, with a calculated t-value of 3.0766 > t-table 2.050 and a significance value of 0.015 < 0.05; (2) housekeeping facilities have a positive and significant effect on guest satisfaction, with a calculated t-value of 4.177 > t-table 2.050 and a significance value of 0.000 < 0.05; (3) service quality and housekeeping facilities simultaneously have a significant effect on guest satisfaction, with a calculated F-value of 484.521 and a significance value of 0.000 < 0.05. The adjusted R² value of 0.748 indicates that 74.8% of the variation in guest satisfaction can be explained by the two independent variables. Therefore, the hotel is recommended to continuously improve service quality through employee training and to enhance housekeeping facilities in accordance with appropriate standard operating procedures to increase guest satisfaction.