International Journal of Tourism Business Research

Sustainability in Urban Hotels: A Case Study of Mandarin Oriental Jakarta

Tirza Irene Kaunang — 2025-12-04

This research presents qualitative single case study analyzing environmental sustainability practices at Mandarin Oriental Jakarta, a leading 5-star hotel, to address the limited detailed analyses of individual luxury urban Indonesian hotels employing data triangulation through interviews, participatory observations and social media documentation. The result of this research is divided into five crucial dimensions: energy efficiency, water management, waste and recycling management, eco-friendly product usage, and environmental certification. Findings reveal a sophisticated, multi-faceted program demonstrating a strategic blend of foundational efficiency and forward-thinking investments in energy, proactive water resource circularity, and externally validated leadership in waste-to-resource innovation. The hotel also shows commitment to integrated sustainable supply chains and a robust internal governance system actively pursuing top-tier international environmental certifications. This research offers practical insights for hotel policy refinement and significantly enriches academic understanding of the Green Hotel Concept, Sustainable Tourism, and the Green Industry, providing a detailed blueprint for sustainable luxury hospitality in a major metropolitan environment.

Implementation of Waiter Service Standard Operating Procedures (SOP) in Improving Service Effectiveness at Boulevard Bistro Restaurant, Lion Hotel & Plaza Manado

Diva Maria Ransun — 2025-12-04

This study aims to examine the implementation of Standard Operating Procedures (SOPs) in improving the effectiveness of waiter service and to identify the challenges encountered at Boulevard Bistro Restaurant, Lion Hotel & Plaza Manado. The research employed a descriptive qualitative method with data collected through observation, interviews, and literature review. Informants included the Head Chef, Restaurant Coordinator, and waitstaff directly involved in SOP implementation. The study was conducted from July 2024 to April 2025. The findings show that SOPs have been consistently applied in technical aspects such as punctuality, order accuracy, and service sequence indicating a strong procedural discipline among staff. However, inconsistencies were found in the soft skills dimension, particularly friendliness, proactive communication, and guest engagement, which are critical to enhancing service effectiveness. Operational challenges were also observed, including limited equipment availability and increased workload during peak hours, which constrained full adherence to SOPs. The study concludes that while the technical application of SOPs is well established, improvements in behavioral aspects, staff training, and supervisory consistency are essential to achieve comprehensive service quality and guest satisfaction.

Analysis of the Implementation of Kaizen Culture on Work Effectiveness in the Food & Beverage Service at Rizzan Sea-Park Tancha-Bay Hotel

Zainal Lamakarate — 2025-12-04

This study aims to analyze the implementation of Kaizen culture and its influence on work effectiveness within the Food & Beverage Service department at Rizzan Sea-Park Tancha-Bay Hotel, Okinawa, Japan. The Kaizen philosophy rooted in continuous improvement and employee participation has been widely applied in manufacturing sectors, yet its adaptation in hospitality remains underexplored. Employing a qualitative descriptive approach, data were collected through in-depth interviews, participatory observation, and analysis of operational documents involving managers, assistant managers, and service staff directly engaged in daily operations. The findings reveal that the integration of PDCA, 5S, and 3M principles fosters a structured, efficient, and disciplined work environment. The PDCA cycle promotes continuous evaluation and learning, the 5S framework enhances hygiene and orderliness, and the 3M elimination process optimizes workload balance and resource efficiency. Together, these practices contribute to improved service speed, reduced operational waste, and higher guest satisfaction. Key success factors include top management commitment, participatory leadership, and continuous training, while challenges involve sustaining employee awareness and cross-cultural adaptation among diverse staff. This research extends Kaizen theory by demonstrating its transferability from manufacturing to high-contact service industries, highlighting its dual role as a technical and cultural system of improvement. Practically, the study provides insights for hospitality managers seeking to institutionalize Kaizen as a sustainable approach to operational excellence and human-centered performance development.

Understanding the Tourism Area Life Cycle and Sustainability Perceptions in the Rural Destination of Kintamani, Bali

I Gede Gian Saputra — 2025-12-04

This study examines the dynamics of tourism development and sustainability perceptions in Kintamani, Bali, using the Tourism Area Life Cycle (TALC) model. Kintamani, a rural highland destination, has experienced rapid growth in tourism activities, from mass visitation to niche experiences such as glamping and coffee tourism. Despite its popularity, limited research addresses its current life cycle stage and visitors’ sustainability views. A mixed-method approach was applied, combining surveys of 100 domestic and international tourists with in-depth interviews involving six key stakeholders, including local business owners, community leaders, and government representatives. Findings reveal that Kintamani is transitioning from the development to consolidation stage, marked by increasing infrastructural pressures and socio-environmental challenges. While visitors value the area’s natural and cultural assets, they express concerns over waste management and overcrowding. The integration of TALC and sustainability perceptions offers a framework for adaptive destination in rural Bali.

Ecotourism Development Strategy of Kembang Kuning Tourism Village Based on the 3S Concept in East Lombok

Hasnia Minanda — 2025-12-04

This study aims to analyze the ecotourism potential of Kembang Kuning Tourism Village in East Lombok through the concept of Something to See, Something to Do, and Something to Buy (3S). The research adopts a descriptive qualitative approach based on field observations, interviews, and literature studies. The findings show that the village possesses significant potential to develop as a sustainable community-based tourism destination. The aspect of Something to See includes the scenic beauty of the Rinjani foothills, waterfalls, and traditional cultural landscapes that enhance the visual appeal of the destination. Something to Do reflects a variety of participatory and educational activities, such as trekking, agricultural tourism, and cultural workshops, that engage visitors with local life. Meanwhile, Something to Buy highlights local creative economy products such as coffee, honey, and handicrafts, representing economic empowerment for local residents. Overall, the integration of natural, cultural, and economic attractions, supported by government programs and digital promotion, strengthens Kembang Kuning’s position as a leading sustainable ecotourism village. The study concludes that participatory management and environmental preservation are key strategies to ensure the long-term competitiveness and sustainability of the destination

The Effect of Self-Congruity on The Loyalty of Young Domestic Tourists in Bali Through Destination Personality

Ni Gusti Ayu Susrami Dewi — 2025-12-04

This study focuses on the loyalty of young domestic tourists to Bali as a tourist destination. The loyalty of this segment is important to examine because young domestic tourists represent both a potential and actual market for Bali. Strong loyalty among young tourists can generate various positive impacts, including reduced promotional costs, sustained profitability, and an enhanced positive image of Bali as a destination. Considering the unique characteristics of young tourists—who tend to seek novel and authentic experiences—this study identifies key determinants such as self-congruity, destination personality, and tourist loyalty. Employing an explanatory research design with a mixed-method approach integrating quantitative and qualitative components, and using Multiple Linear Regression for the quantitative analysis, the study offers in-depth insights into how self-congruity and destination personality influence loyalty. Tourist loyalty in this research is measured through revisit intention and recommendation intention. This study is particularly relevant due to the limited existing research on the loyalty of young domestic tourists toward Bali. The results of the Multiple Linear Regression (mediation) analysis show that self-congruity has a significant positive effect on destination loyalty and tourist loyalty. Destination personality also has a significant positive effect on loyalty. Furthermore, the analysis reveals that Destination Personality partially mediates the relationship between Self-Congruity and Tourist Loyalty significantly.

The Implementation of Service Sequence in Improve Operational Service at Muscadet Restaurant, Hotel Sentra Manado

Vesty Like Sambeka — 2025-12-04

This study aims to analyze problems and find solutions in staff service at Muscadet Restaurant in relation to guest satisfaction at The Sentra Manado Hotel. There are three main issues that are the focus of this study, namely the additional number of participants(guests) in the restaurant, extra service, and overtime. This study applied data through literature study, observation, and interviews. The data obtained was then presented qualitatively. The results of the study found several obstacles in waiter/waitress service. Based on the results of data observation and interviews with guests at The Sentra Manado Hotel, several obstacles in staff service were found. Some of the problems that commonly arise are an additional number of participants, technical problems such as check-in during breakfast, extra services that do not meet expectations, and overtime due to a lack of staff and a lack of cooperation and readiness in serving guests. The conclusion that can be drawn from this study is that the quality of waiter’s service at The Sentra Manado Hotel can meet the needs of guests and make them feel satisfied. Recommendations to improve the quality of restaurant staff service at The Sentra Manado Hotel include conducting training or workshops.

Singapore's Artificial Tourist Attractions: Innovation Approach

Emerintia Ivana Elza Nafiri — 2025-12-04

This research investigates how innovation has contributed to the success of Singapore's artificial tourist attractions and which innovation strategies could be applicable to other locations. The research used two theoretical models; the Destination Innovation Matrix (DIM), and Creative Tourism (CT), to identify different forms of innovation at three of Singapore's most prominent artificial tourist attractions: Marina Bay Sands, Gardens by the Bay and Resorts World Sentosa. The results identified key factors in increasing visitor engagement and competitive advantage. Furthermore, the study identified a number of innovative practices such as designing experiences that immerse visitors, developing educational programs, implementing seasonal content changes, and establishing value network partnerships that may be used by other destinations. Finally, the success of these innovations will depend on a variety of local and contextual factors and will require appropriate levels of resource allocation and policy support and the study emphasizes the need for adapting innovations, and provides recommendations that will assist in future implementation and research.

Does the Work Environment of F&B Service Department Change During and After the Covid-19 Pandemic? A case study at the Fairfield By Marriott Bali Legian Hotel

Margresye Diana Rompas — 2025-12-04

This study aims to examine the conditions and changes in the work environment at the Food and Beverage (F&B) Department of Fairfield by Marriott Bali Legian Hotel during and after the Covid-19 pandemic, with particular attention to shifts in Standard Operating Procedures (SOPs). The recovery of the tourism sector has become increasingly visible following the significant decline in Covid-19 cases, rising vaccination coverage, relaxed travel policies, and the emergence of “revenge tourism,” which collectively boosted tourist mobility. Using a qualitative descriptive research method, data were collected through observations, interviews, and documentation, and then analysed using data reduction, data presentation, and conclusion drawing. The findings indicate that substantial changes occurred across multiple dimensions of the work environment, including the physical environment (such as physical distancing arrangements, table spacing, and sanitation facilities), the social environment (team interactions, division of tasks, and communication flow), and the organisational environment (adjustments to SOPs, workflow modifications, and workload management). These dimensions experienced the most significant transformation during the pandemic as the department adapted to health protocols and operational constraints. Following the pandemic, however, the F&B Service Department has largely returned to its pre-pandemic norms, although some organisational adaptations particularly those related to hygiene standards continue to be maintained as part of improved operational practices

Feasibility Analysis of the Attractiveness of Lake Ngade Tourism in Ternate City, North Maluku

Betly Taghulihi — 2025-12-04

This study analyzes the feasibility of the natural tourism attraction of Danau Ngade in Ternate, Indonesia, by evaluating eight key criteria: attractiveness, accessibility, accommodation, visitor facilities, market potential, clean water availability, environmental conditions, and management quality. A descriptive–exploratory qualitative approach was employed, supported by a scoring technique based on the modified ODTWA guidelines of the Directorate General of PHKA (2003) and the feasibility calculation formula by Putri et al. (2019). Data were collected through field observations, in-depth interviews, and documentation. The results show that Danau Ngade achieves an overall feasibility score of 78.898%, indicating that the destination is generally feasible and holds high development potential. Components such as attractiveness, accessibility, accommodation, visitor facilities, and environmental quality obtained high scores, demonstrating strong physical and ecological potential. However, the management, maintenance, and service components recorded low feasibility, highlighting weaknesses in organizational structure, service quality, and facility upkeep. The study concludes that while Danau Ngade has significant natural and market advantages, strengthening institutional capacity and improving service standards are essential to ensure sustainable development. These findings contribute to the understanding of feasibility assessment in small lake-based destinations and provide practical insights for improving tourism management and planning.

Typologies of Female Transformative Leadership in Balinese Tourism Villages: A Social Representation Perspective

L.G.L.K. Dewi — 2025-12-04

This study analyzes the transformative typologies of female leadership in Balinese tourism villages through the lens of Social Representation Theory. Despite their vital role in community-based tourism, women remain underrepresented in formal governance due to patriarchal norms. Employing a qualitative phenomenological design, the study examines the lived experiences of three key female leaders in Tista, Sayan, and Klecung. The findings identify three distinct typologies: Environmental Awareness Leadership (ecological stewardship), Professionalized Leadership (digital and managerial competence), and Community Empowerment Leadership (cultural and economic collectivism). Through these roles, women reconstruct their social representations shifting from domestic figures to strategic public actors by re-anchoring leadership within local cultural values. This research contributes to gendered tourism scholarship by reconceptualizing Balinese women not merely as agents of change, but as "custodians of change," capable of synergizing cultural preservation with modern tourism management.

Women’s Roles in Homestay Operations in Sayan Village: Everyday Practices and Household-Based Tourism Work

Putu Ratih Pertiwi — 2025-12-08

This study explores the everyday work practices of women who own and manage family-based homestays in Sayan Village, Ubud, Bali. The research aims to describe the operational roles undertaken by female owner-managers and examine how these responsibilities intersect with their domestic routines. A qualitative descriptive design was employed, involving in-depth interviews and non-participant observations with eight women who have operated their homestays for five to fifteen years. The findings indicate that women carry out a wide range of tasks, including housekeeping, breakfast preparation, guest relations, booking communication, and basic financial documentation. These responsibilities are performed alongside ongoing domestic duties, creating a continuous rhythm of household and tourism work within the same spatial and temporal setting. The study shows that women’s hands-on involvement forms the core of homestay service delivery and underpins the personalized atmosphere characteristic of family-run accommodations. These findings contribute to a deeper understanding of micro-level tourism labor in rural Bali and highlight the essential role of women in sustaining homestay quality.

Towards a Strategic Internship Ecosystem: Collaboration-Based Internship Model for Bali’s Tourism Education

Victor Bangun Mulia — 2025-12-08

The research aimed at developing new structured internship model for tourism vocational schools in Bali as the current internship was lacking organized internship journey due to the absence of structured training plan. This was qualitative research in which data were collected through interviews with 21 informants from hospitality industries in Badung Regency and three representative of tourism vocational schools in Bai. Data were analyzed qualitatively as well. The research developed a New Internship Model consisting of eight stages; partnership, students pre- assessment, pre-placement, initiation, working, monitoring, termination, and feedback & evaluation. The model is a refinement of Kisser (2011) model which is only focused on five stages. Through structured stages, from preparation to final evaluation, this model helps students gain practical experience tailored to the needs of the tourism industry.