Proceedings of the 1st International Conference on Engineering, Science, and Commerce, ICESC 2019, 18-19 October 2019, Labuan Bajo, Nusa Tenggara Timur, Indonesia

Research Article

Homestay Employees Empowerment In Front Office Division Toward Competency Standard Practices To Improve The Services Quality In Kupang City

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  • @INPROCEEDINGS{10.4108/eai.18-10-2019.2289942,
        author={Elsa Dian Taimenas and Imelda R. Pellokila and Yunita Novitasari Rihi and Sheila  Day},
        title={Homestay Employees Empowerment In Front Office Division Toward Competency Standard Practices To Improve The Services Quality In Kupang City},
        proceedings={Proceedings of the 1st International Conference on Engineering, Science, and Commerce, ICESC 2019, 18-19 October 2019, Labuan Bajo, Nusa Tenggara Timur, Indonesia},
        publisher={EAI},
        proceedings_a={ICESC},
        year={2019},
        month={12},
        keywords={homestay competency standard hospitality front office community based tourism},
        doi={10.4108/eai.18-10-2019.2289942}
    }
    
  • Elsa Dian Taimenas
    Imelda R. Pellokila
    Yunita Novitasari Rihi
    Sheila Day
    Year: 2019
    Homestay Employees Empowerment In Front Office Division Toward Competency Standard Practices To Improve The Services Quality In Kupang City
    ICESC
    EAI
    DOI: 10.4108/eai.18-10-2019.2289942
Elsa Dian Taimenas1,*, Imelda R. Pellokila1, Yunita Novitasari Rihi1, Sheila Day1
  • 1: Polytechnic State of Kupang, Indonesia
*Contact email: elsadian1988@gmail.com

Abstract

Kupang City is a multi-cultural and transit city for tourists who want to continue their journey to other islands in East Nusa Tenggara. Thus, Kupang City can be the potential to bring tourists with short length stay visits and the homestay significantly increases every year. For visitors, the role of the front office and hospitality service functions, even employees or hosts play an important role in supporting visitor service activities. The research uses a descriptive approach and sample methods by collecting survey data, observations, questionnaires, and interviews assisted by National Occupational Certification Schemes, which is front office employees and hosts of the homestay. As a result, this study determines the standard competency level of the front office employees or hosts services and help them in improving the quality of their services so that tourists have the maximum experience while staying and exploring the exotic of Kupang City