IMPROVING HOTEL OPERATIONAL PERFORMANCE FOR CUSTOMER SERVICE QUALITY IN THE DIGITAL ERA

Abstract

This article discusses how operational management at Swiss-Belhotel International is an effort to improve
service quality in the midst of advances in information and communication technology. The Covid-19
pandemic has had an impact on the tourism industry and accommodation services, one of which is
hospitality. The decrease in the number of hotels that are quite drastic and then has increased must be
followed by an increase in service standards for consumers. Innovation through the use of technology can
provide easy access for hotel consumers to provide comfort and is expected to form customer loyalty.
Operational management is one of the main points that must be considered for every existing industry with
the aim of providing comfort and improving the quality of the products produced, one of which is service
for consumers. The conceptual review used is operational management through the input process,
transformation process, output, and feedback. The method used is a qualitative method with literature
study. The data sources used are through websites, journals, articles, and other credible sources. The
results of the study show that Swiss-Belhotel International uses technology in its service operations to
provide convenience for guests or consumers in the hotel. The implementation of the same operational
standards is certainly one of the challenges considering the reach of Swiss-Belhotel's hospitality business
spread across almost 20 countries. This is a challenge in itself in the midst of human resources in each
region so that a good strategy is needed between groups to achieve the target in accordance with the hotel's
vision.