Persepsi Karyawan Front Office Department Hotel Terhadap Budaya Tipping

Watulingas, Calvin Mercy Ebenhaezer and Inggawati, V. Ratna (2021) Persepsi Karyawan Front Office Department Hotel Terhadap Budaya Tipping. Improvement: Jurnal Manajemen dan Bisnis, 1 (2). pp. 100-108. ISSN E 2807-5846 ; P 2807-8470

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Tipping is now a common thing for Indonesians, especially in the hospitality sector. In order to maintain the quality provided to remain good, adequate quality of human resources is needed. For employees who are seen to have provided satisfactory service, one form of consumer appreciation is to provide bonuses in the form of tips. This research is to see how employees perceive the tipping culture, which involves front office department employees and 4 consumers at 3-star hotels in East Surabaya. This study uses a descriptive approach with interviews as a data collection technique. Each hotel selected 3 employees and 2 consumers who represent the research subjects. The results showed that there were 2 tip distribution systems, namely no tip distribution (individual) and the same tip distribution (collective). However, the sharing of tips (individual) system often creates conflicts in its application, so it needs special attention from the hotel management. For employees who receive, Tips can increase motivation, rewards (personal achievements), volunteer money from guests, and additional salary for savings. Also that the tip is an appreciation of the attitude of employees who are polite, friendly, and responsive in dealing with consumer complaints staying at the hotel

Item Type: Article
Uncontrolled Keywords: Perception, Culture of Tipping, Front Office Department, Hotel
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HJ Public Finance
Divisions: Fakultas Ekonomi > Prodi Manajemen
Depositing User: V. Ratna Inggawati
Date Deposited: 10 Apr 2023 07:56
Last Modified: 10 Apr 2023 07:56

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