THE EFFECT OF WELCOME DRINK AND FRONT OFFICE SERVICE QUALITY ON GUEST COMFORT DURING REGISTRATION

Abstract

This study was motivated by guest waiting time during the registration (check-in) process, particularly during periods of high hotel occupancy, which may affect guest comfort. The Balcone Suites & Resort provides welcome drinks and Front Office services as part of its initial service while guests wait. This study aims to determine the effect of welcome drinks and Front Office service quality on guest comfort while waiting for the registration (check-in) process, both partially and simultaneously. This study employed a quantitative approach with a causal associative design. The sample consisted of 120 respondents selected using purposive sampling. Data were collected through a Likert-scale questionnaire and analyzed using descriptive analysis, classical assumption tests, and multiple linear regression with SPSS. The results showed that all variables were in the good category. Partially, welcome drinks did not have a significant effect (sig. = 0.079), while Front Office service quality had a significant effect (sig. = 0.010). Simultaneously, both variables had a significant effect (sig. = 0.002), with an R² of 0.105.