ANALYSIS OF F&B SERVICE PERFORMANCE AT NOVOTEL GOLF RESORT & CONVENTION CENTER THROUGH ONLINE REVIEW FROM 2017 – 2022

NGGALUKU, Michelle (2022) ANALYSIS OF F&B SERVICE PERFORMANCE AT NOVOTEL GOLF RESORT & CONVENTION CENTER THROUGH ONLINE REVIEW FROM 2017 – 2022. Mahasiswa thesis, Politeknik Negeri Manado.

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Abstract

In the hotel industry, guest reviews are very important to find out the satisfaction of staying guests and also could be used as a way in improving hotel services And with this thought, the author made this thesis to conduct research on what kind of reviews exist during 2017 – 2022 via the internet provided by guests for the F&B Service department in the Novotel Manado hotel. The purpose of this study is to identify guest complaints in order to make service improvements and analyze negative reviews as well as analyze positively the F&B service at the Novotel Manado Golf Resort & Convention Center hotel. In this research, the author uses qualitative research method which tends to be a descriptive and uses analysis. The author records guest reviews from 2017 – 2022 taken from several online travel agent websites (Tripadvisor, Traveloka, Agoda and Booking.com) and use them as the main data of this research. The results of the analysis show, from 244 reviews collected from several online travel agents (Tripadvisor, Traveloka, Agoda and Booking.com), 78% of reviews contain positive reviews and 22% contain negative reviews.

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