Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 381 THE IMPLEMENTATION OF THE PERFORMANCE OF FRONT OFFICE DEPARTMENT EMPLOYEES IN SERVING GUESTS AT WHITE ROSE KUTA RESORT VILLAS & SPA Ni Putu Nadira Pebriyanti1, I Wayan Jendra2, I Ketut Suarja3, Cokorda Istri Sri Widhari4 1,2,3,4Tourism Business Management, Politeknik Negeri Bali Kampus Bukit Jimbaran, Bali Telp 62 361 701081 Ext 196 e-mail: nadirapebriyanti19@gmail.com ABSTRACT The purpose of this study is to determine the influence of knowledge, skills, and attitudes of the employee to the performance of employees in the front office department in serving the guests. This study uses survey method using primary data in this case is front office employees and secondary data sourced from companies and books of literature. The sampling technique in this research is Saturated Sampling Technique with the number of small relative population, less than 30 people. In this study population of 29 employees, all front office department at White Rose Kuta Resort Villas & Spa will be used as respondents by using saturated sampling technique. The related problem is how to apply the performance of front office department employee in serving guest at White Rose Kuta Resort Villas & Spa. Keywords: Employee Performance, Customer Satisfaction. I. INTRODUCTION Indonesia is the largest archipelagic country with a wealth of nature with a variety of biodiversity, flora and fauna, social life of society, customs and hospitality which is the basic potential to be developed and used as a tourism commodity. Bali as a major tourist destination, has become the government's attention in tourism development especially for Central Indonesia. The development and growth of various facilities and infrastructures supporting tourism activities in Bali is an indication that the tourism industry on the island of Bali has experienced rapid development. The development was also marked by the increasing number of foreign tourists visiting Bali from year to year. This can be seen in Table 1 below. Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 382 Table 1. Number of Tourist Visits Flying Directly to Bali Period 2013 - 2017 Number Year Total Visits (People) Increase (%) 1 2013 3.278.598 13,37% 2 2014 3.766.638 14,89% 3 2015 4.001.835 6,24% 4 2016 4.927.937 23,14% 5 2017 5.381.830 9,21% Average growth of 13,37% Source: Disparda Bali, 2017 From the table shows that the number of tourist visits continue to increase from year to year and in 2016, the level of tourist arrivals experienced the highest increase with 23.14%. Increasing tourist arrivals to Bali cause more and more facilities and infrastructure supporting tourism needed, one of them is hotel. Sugiarto (2012: 2) explains that, the hotel is a very competitive business field different from other businessess. Hotel products are products that cannot be taken anywhere to approach consumers, but consumers who have to walk to enjoy the hotel products. Enterprises in the field of hotel marketing is a very important element in the company to achieve marketing targets. White Rose Kuta Resort Villas & Spa is one of the accommodation providers located on JL. Legian Kuta. It has 150 rooms and 5 (five) villas with private pool with facilities that can serve the customers (guests). Based on the background, it can be formulated the problems related to the influence of knowledge, skills, and attitudes of employees on the performance of employees in Front Office Departments in serving guests at White Rose Kuta Resort Villas & Spa?. The aim is to know the influence of knowledge, skills, and attitudes towards the performance of employees at the front office department in serving guests at White Rose Kuta Resort Villas & Spa. Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 383 II. THEORETICAL FRAMEWORK 1. Knowledge. Knowledge is an effort to increase knowledge that is useful in the organization, such as familiarizing the culture of communicating among personals, providing opportunities for learning, and sharing knowledge. Where this business will create and sustain the increasing value of the core business competencies by utilizing existing information technology. (in the journal Winda Kurnia Sari and Ken Ditha Tania, 2014 "Application of Knowledge Management System (KMS) Web Based Case Study Technician and Network Faculty of Computer Science University Sriwijaya"). 2. Skill. Skill is the capacity needed to carry out a series of tasks that evolve from the results of training and experience. A person's skills are reflected in how well a person performs a specific activity, such as operating a device, communicating effectively or implementing a business strategy. (Lian Arcynthia, 2013. In the journal Yunita Lidya Kandou, et al "The Influence of Knowledge Management, Skill and Attitude to Performance of the Clergy (Study at PT Bank Sulutgo Head Office in Manado)). 3. Attitude. Attitude is a mental and neural state derived from experience, which directs and dynamically influences individual responses to all related objects and situations. (Judge, 2010. In the journal Yunita Lidya Kandou, et al "The Influence of Knowledge Management, Skill and Attitude to Performance of the Clergy (Study at PT Bank Sulutgo Head Office in Manado)). 4. Performance. Job performance or performance will be achieved if the employee feels that what he earns from his work has fulfilled something that is considered to be an important hope or even exceed the desired expectations. (Robbin, 2001. in Journal of Yuge Supreme Heliawan 2016 "Employee Performance Analysis PT Novell Phrmaceutical Laboratories Using Variable Compensation, Work Environment and Motivation"). Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 384 III. RESEARCH METHODS This research was conducted at White Rose Kuta Resort Villas & Spa which is located on JL Legian Kuta. This research takes the object of Employee Performance Applying Front Office Department in Serving Guests At White Rose Kuta Resort Villas & Spa. This study uses three independent variables and one dependent variable. The method of analysis used to test the hypothesis is multiple linear regression method. This method is used to find out how big the influence of independent variables to the dependent variable used to test the hypothesis with interaction approach that aims to meet the researcher's expectations about the influence of each independent variable to the independent variable. Independent variables in this research are Knowledge, Skills, and Attitudes and independent variable (dependent) in this research is Employee Performance. The relationship model Knowledge, Skills, and Attitudes to Employee Performance can be compiled with the following linear model equations. 𝑌 = 𝑎 + 𝑏1𝑋1 + 𝑏2𝑋2 + 𝑏3𝑋3 + 𝑒 (1) desciption: 𝑌 = Promotion Position 𝑎 = constant 𝑏1 = Regression Coefficient 𝑋1 𝑏2 = Regression Coefficient 𝑋2 𝑏3 = Regression Coefficient 𝑋3 𝑋1 = knowledge 𝑋2 = skill 𝑋3 = attitude 𝑒 = residual error Data collection in this study was conducted with the following techniques: Questionnaire Method, where the questionnaire will be distributed to all Front Office Department employees who are employees at White Rose Kuta Resort Villas & Spa with the aim of obtaining performance analysis results of Front Office employees; Observation Method made by researchers are coming directly to White Rose Kuta Resort Villas & Spa to see the process of performance situation of Front Office Department employees; Documentation Method through data collection of archives, Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 385 documents, records relating to the implementation of the performance of Front Office Department employees in serving guests at White Rose Kuta Resort Villas & Spa; and Library Studies made by the researcher to collect information relevant to the topic or problem to be or is being researched. IV. RESULTS AND DISCUSSION Validity test The Table 2 below presents the validity of 16 questions on the questionnaire used. Table 2. Validity Test Results Number Research Variables r value arithmetic R table velue Description 1 Employee Performance Variables VKK1 0.661 0.367 Valid VKK2 0.860 0.367 Valid VKK3 0.618 0.367 Valid VKK4 0.399 0.367 Valid 2 Knowledge Variable VKM5 0.542 0.367 Valid VKM6 0.569 0.367 Valid VKM7 0.453 0.367 Valid VKM8 0.691 0.367 Valid VKM9 0.669 0.367 Valid VKM10 0.745 0.367 Valid 3 Skill Variable VS11 0.655 0.367 Valid VS12 0.602 0.367 Valid VS13 0.795 0.367 Valid 4 Attitude Variable VA14 0.510 0.367 Valid VA15 0.650 0.367 Valid VA16 0.735 0.367 Valid The table above shows that each question item of each variable in the questionnaire has a r-count greater than the r table of 0.367 so that 16 questions in the questionnaire used are valid. Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 386 Reliability Test The reliability test in the Table presents the Cronbach's Alpha value of each variable on the questionnaire. Cronbach's Alpha value generated greater than 0.6 so it can be concluded that the questionnaire used is reliable. Because the questionnaire has been declared valid and reliable, the questionnaire can be used as a measuring and further analysis tool. This test is shown in Table 3. Table 3. Reliability Test Results Number Research variable Cronbach's Alpha Cronbach’s Alpha Minimum Value Description 1 Employee Performance Variables 0.809 0.600 Reliable 2 Knowledge variable 0.827 0.600 Reliable 3 Skill variable 0.822 0.600 Reliable 4 Attitude variable 0.787 0.600 Reliable Classic Assumption Test Normality Test The result of One-Sample Kolmogorov-Smirnov Test is hown in Table 4. The basic K-S test is: 1. The significance number (sig)> 0.05, then the data is normally distributed. 2. The significance number (sig) <0.05, then the data is not normally distributed. Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 387 Tabel 4. One-Sample Kolmogorov-Smirnov Test Unstandardized Residual N 29 Normal Parametersa,b Mean 0E-7 Std. Deviation .31890333 Most Extreme Differences Absolute .164 Positive .164 Negative -.136 Kolmogorov-Smirnov Z .881 Asymp. Sig. (2-tailed) .419 a. Test distribution is Normal. b. Calculated from data. Kolmogorov-Smirnov test results indicate that the value of Asymp. Sig. (2-tailed) of 0.419. This value is greater than significant 0.05 so it can be concluded that the data follows the normal distribution. Therefore, the assumption of normality on the regression has been fulfilled. Heteroskedasticity Test The result of heteroskedasticity test is shown in Table 5. Table 5. Coefficientsa Model Unstandardized Coefficients Standardized Coefficients t Sig. B Std. Error Beta 1 (Constant) 1.231 .934 1.319 .199 Knowledge .045 .066 .083 .678 .500 Skill .087 .100 .207 .865 .396 Attitude -.040 .285 -.031 -.142 .888 a. Dependent Variable: abs_res The table above shows that all independent variables used in the study have a value greater than 0.05 so it can be concluded that there is no heteroskedasticity. Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 388 Multicollinearity Test The result of multicollinearity test is shown in Figure 6. Table 6. Coefficientsa Model Collinearity Statistics Tolerance VIF 1 (Constant) Knowledge .735 1.361 Skill .543 1.840 Attitude .648 1.544 a. Dependent Variable: Employees’ performance The table above shows that for all independent variables used have VIF value less than 10 and tolerance value> 10% so it can be concluded that there is no double correlation (multicollinearity) between independent variables. Therefore, the assumption of multicollinearity has been fulfilled. Autocorrelation Test The result of autocorrelation test is shown in Figure 7. Table 7. Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate Durbin-Watson 1 .773a .598 .550 .33750 2.025 a. Predictors: (Constant), Attitude, Knowledge, Skill b. Dependent Variable: Employees’ performance The table above shows the Durbin Watson (DW) value of 2.025. Based on the Durbin-Watson table with N 29 and many free variables 3 obtained upper bounds (dU) values of 1.6499 and 4 - dU of 2.3501. It can be seen that the DW value is between the upper bounds (dU) and 4- dU, so Hₒ is accepted or no autocorrelation occurs. Journal of Applied Sciences in Travel and Hospitality Volume 1, Number 4, December 2018 389 V. CONCLUSION Based on the results of the analysis and discussion of how Employee Performance Analysis of Front Office in Serving Guests at White Rose Kuta Resort Villas & Spa it can be concluded that knowledge, skill, and attitude of employees have a significant positive effect on employees’ performance in Front Office Department in serving guests at White Rose Kuta Resort Villas & Spa. Employee's knowledge has a significant positive effect on employees’ performance in Front Office Department in serving guests at White Rose Kuta Resort Villas & Spa. Where the higher the level of employees’ knowledge the higher the employees’ performance. Employees’ skill has a significant positive effect on employees’ performance in Front Office Department in serving guests at White Rose Kuta Resort Villas & Spa. Where the higher employees’ skill hence the higher employees’ performance. Employees’ attitude has a significant positive effect on employees’ performance in Front Office Department in serving guests at White Rose Kuta Resort Villas & Spa. Where the better the attitude of employees, the higher the performance of employees. REFERENCES Sugiarto. 2012. Definisi Hotel Menurut Sk Menteri Pariwisata, Pos dan Telekomunikasi No. km 37/pw. 340/ MPPT-86. Sari, W.K. et al. 2014. Penerapan Knowledge Management System (KMS) Berbasis Web Studi Kasus Bagian Teknisi dan Jaringan Fakultas Ilmu Komputer Universitas Sriwijaya. Jurnal Sistem Informasi (JSI). Volume 6, Number 2. Kandou, Y. L. et al. 2016. Pengaruh Knowledge Management, Skill dan Attitude Terhadap Kinerja Karyawan (Studi pada PT. Bank Sulutgo Kantor Pusat Di Manado). Jurnal Berkala Ilmiah Efisensi. Volume 16, Number 01. Heliawan, Y. A. 2016. Analisis Kinerja Karyawan PT Novell Pharmaceutical Laboratories Dengan Menggunakan Variabel Kompensasi, Lingkungan kerja dan Motivasi. Jurnal Akuntansi dan Pajak. Volume 16, Number 02.