Meningkatkan Kepuasan Tamu melalui Personalisasi Layanan dengan Sistem Manajemen Digital
Keywords:
Kepuasan Tamu, Personalisasi Layanan, Sitem Manajemen DigitalAbstract
Penelitian ini bertujuan untuk mendalami strategi peningkatan kepuasan tamu dalam industri perhotelan melalui pendekatan personalisasi layanan menggunakan sistem manajemen digital. Seiring dengan perkembangan teknologi, perusahaan-perusahaan perhotelan semakin menyadari pentingnya memanfaatkan inovasi untuk menciptakan pengalaman yang tak terlupakan bagi tamu mereka. Dalam konteks ini, studi ini fokus pada implementasi sistem manajemen digital sebagai alat utama dalam memberikan layanan yang disesuaikan dengan preferensi dan harapan individual tamu. Metodologi penelitian ini menggunakan metode kualitatif dengan sistem literatur review penelitian. Penelusuran literatur melalui artikel yang dimuat di jurnal ilmiah, buku, serta portal berita online yang terpercaya. Temuan penelitian ini menunjukkan bahwa personalisasi layanan dapat signifikan meningkatkan persepsi tamu terhadap kualitas pengalaman mereka. Sistem manajemen digital memungkinkan perhotelan untuk mengumpulkan dan menganalisis data perilaku tamu, preferensi, dan umpan balik dengan lebih efektif. Melalui pemanfaatan teknologi kecerdasan buatan, sistem ini dapat menyusun profil individual tamu, memprediksi kebutuhan mereka, dan menawarkan layanan yang sesuai secara proaktif. Hasilnya, tamu merasa diakui dan dihargai sebagai individu, yang pada gilirannya meningkatkan kepuasan mereka. Penerapan personalisasi layanan ini juga memiliki dampak positif terhadap retensi pelanggan, dengan banyak tamu cenderung kembali ke tempat yang menyediakan pengalaman pribadi yang unik. Selain itu, studi ini membahas implikasi manajerial terkait pengelolaan data pribadi tamu dan tantangan yang mungkin timbul dalam menerapkan sistem manajemen digital. Penelitian ini tidak hanya memberikan wawasan mendalam tentang pentingnya personalisasi layanan dalam meningkatkan kepuasan tamu, tetapi juga menyediakan kerangka kerja praktis bagi industri perhotelan untuk mengintegrasikan teknologi digital ke dalam strategi layanan mereka guna mencapai keunggulan kompetitif di pasar yang semakin kompetitif.
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