PERAN KUALITAS PELAYANAN GUEST SERVICE AGENT DALAM MEMPERTAHANKAN GUEST EXPERIENCE PADA PENGUNJUNG HOTEL GRAND MERCURE MALANG MIRAMA

The research conducted is to examine the Quality of Service of Guest Service
Agent in Creating Guest Experience Visitors at Grand Mercure Malang Mirama Hotel. This research aims to create a Guest Experience Visitors at the Hotel
Grand Mercure Malang Mirama Hotel. This research uses qualitative methods with a descriptive approach. Techniques used in data collection are interviews,
observation, and documentation. Interviewinterviews were conducted using a semi-structured interview form. Research results which was taken in the month of December 10 December 2023 - January 10, 2024 shows that good service quality is of course can provide many benefits for the Hotel and in order to remain trusted in the eyes of visitors. the eyes of visitors. Service quality related to customer experience is determined by five indicators commonly known as "RATER" service quality. commonly known as "RATER" service quality (responsiveness, assurance, tangible, empathy and reliability). With these service indicators fulfilled, it can be concluded that guestvisitor experience can be maintained by providing quality service that meets these 5 indicators.