PERAN SERVANT LEADERSHIP DALAM MENINGKATKAN KUALITAS PELAYANAN FRONT OFFICE HOTEL GRAND MERCURE MALANG MIRAMA

This research aims to find out the role of servant leadership in improving the quality of service at the Front Office of the Grand Mercure Hotel Malang Mirama. The focus of this research is to explain leadership styles and servant leadership play a role in improving the quality of services provided. The subjects in this research are leaders who are top management at the front office of the Grand Mercure Malang Mirama Hotel. With the experience and competence possessed by leaders, it is hoped that they can provide valid information regarding the leadership they carry out. The data analysis techniques used in this research are data reduction, data presentation, and drawing conclusions. Data collection in this research used interview techniques, participant observation, and data documentation. The results of this research show that the role of servant leadership in improving the quality of front service contributes to aspects of forming superior teams, openness between teams, and improving team performance in providing services. This means that servant leadership plays an important role as a strategy that can be used by leaders in carrying out good team management. The results of this research are intended to describe implementation of servant leadership in improving the quality of service in the front office department of the Grand Mercure Malang Mirama hotel.