PENERAPAN KEY PERFORMANCE INDICATOR (KPI) UNTUK MENINGKATKAN KINERJA FRONT OFFICE DI MY DORMY HOSTEL UMM

This study examines the importance of implementing Key Performance Indicators (KPI) to enhance the efficiency of front office operations at My Dormy Hostel. Effective performance measurement is critical in the hospitality industry, where customer satisfaction heavily relies on staff responsiveness and service quality. Using a qualitative approach with data triangulation that are combining interviews, observation, and document analysis. This research evaluates the effectiveness of KPIs in aligning employee performance with organizational goals. The findings reveal that KPIs significantly improved front office performance by providing measurable targets, enabling objective evaluations during quarterly assessments, and facilitating targeted feedback from management. Employees reported greater clarity in expectations, leading to improved task prioritization and service delivery. However, challenges included ambiguity in indicator formulation and occasional inconsistencies in data collection, underscoring the need for standardized guidelines and staff training. The study concludes that structured KPIs are instrumental in driving performance but require periodic review to maintain relevance. The triangulation method validated these findings, highlighting both the system’s benefits and areas for refinement. Recommendations include regular KPI audits and training programs to ensure consistency. This research contributes practical insights for small-scale hostels seeking to optimize operations through performance metrics.