Identifikasi Pengalaman Burnout Pekerja Front Office di The Phoenix Hotel Yogyakarta pada Masa Pandemi Covid-19

https://doi.org/10.22146/gamajts.v4i2.86056

Muhammad Sofyan Hadi(1*)

(1) Program Studi Pariwisata, Fakultas Ilmu Budaya, Universitas Gadjah Mada, Indonesia
(*) Corresponding Author

Abstract


The front office plays a crucial role in establishing the hotel's reputation in the perception of the customers. Hence, it is imperative to evaluate the efficacy of the front office personnel in order to guarantee client satisfaction during their stay. Nevertheless, as a result of the frequent and intense face-to-face interactions with guests, front office personnel are susceptible to burnout and frequently encounter various stressful situations and demanding expectations. This study aims to ascertain the burnout phenomenon among front office workers at The Phoenix Hotel Yogyakarta amidst the epidemic. The burnout identification in this study pertains to the notion of the Copenhagen Burnout Inventory (CBI) as proposed by Kristensen et al. (2007). This studyutilizes the three dimensions of customer-related burnout in CBI. The research results of a survey yielded several conclusions. First, front office personnel at The Phoenix Hotel Yogyakarta encountered burnout at a relatively low level, with a mean score of 1.98. Second, the results show that 'hard to work with guests' and 'drained energy' are the experiences that received the highest score (χ=2.18). However, the score still indicates a 'low' degree. Meanwhile, the experience that received the lowest scoren was the 'frustration experience' (χ=1.73). The frustration experience is rated as 'very low'.

Keywords


burnout, front office, covid-19 pandemic, the Copenhagen Burnout Inventory, the Phoenix Hotel Yogyakarta

Full Text:

PDF


References

Ahola, K., et. al., (2006). Burnout in the general population. Social psychiatry and psychiatric epidemiology, 41(1), 11-17.

Almanfaluthi, M. L., & Budi, M. H. (2015). Hubungan antara konsumsi jajanan kaki lima terhadap penyakit diare pada anak sekolah dasar. Medisains: Jurnal Ilmiah Ilmu-ilmu Kesehatan, 13(3), 58-65.

Andrews, S. (2008). Textbook of front office management and operations. New Delhi: Tata McGraw-Hill Publishing Company Limited.

Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2002). Validation of the Maslach burnout inventory-general survey: An internet study. Anxiety, Stress & Coping, 15(3), 245-260.

Barrows, C. W., & Powers, T. (2008). Introduction to the Management in the Hospitality Industry (Seventh Edition). New Jersey: John Wiley & Sons.

Bhakta, A. (2012). Professional Hotel Front Office Management. New Delhi: Tata McGraw Hill Education.

Borritz, M., et.al., (2006). Burnout among employees in human service work: design and baseline findings of the PUMA study. Scandinavian journal of public health, 34(1), 49-58.

Brandt, S., et.al., (2010). Associations between satisfaction with life, burnout-related emotional and physical exhaustion, and sleep complaints. The World Journal of Biological Psychiatry, 11(5), 744-754.

Brewer, E. W., & Shapard, L. (2004). Employee burnout: A meta-analysis of the relationship between age or years of experience. Human resource development review, 3(2), 102-123.

Bungin, B. (2005). Metodologi Penelitian Kuantitatif. Jakarta: Kencana.

Campos, J. A. D. B., et. al., (2013). Burnout in dental students: effectiveness of different methods. Revista de Odontologia da UNESP, 42, 324-329.

Cordes, C. L., & Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of management review, 18(4), 621-656.

Ehtiyar, R., & Yildiz, M. (2012). Frustration: A Comparison of Chain Hotel and Independent Hotel Employees. Tourism Analysis, 17(2), 225-231.

Hammond, R. K., et. al., (2019). Perceived stress as a moderator of perfectionism, burnout, and job satisfaction among the millennial service workforce. Journal of Human Resources in Hospitality & Tourism, 18(1), 122-143.

Heacox, N. J., & Sorenson, R. C. (2007). Organizational frustration and aggressive behaviors. Journal of emotional abuse, 4(3-4), 95-118.

Hemmington, N. (2007). From service to experience: Understanding and defining the hospitality business. The Service Industries Journal, 27(6), 747-755.

Innstrand, S. T., et.al., (2011). Exploring within-and between-gender differences in burnout: 8 different occupational groups. International archives of occupational and environmental health, 84(7), 813-824.

Irwanti, N. D., et.al., (2018). Workload Analysis Of Front Office Staff At Water Mark Hotel And Spa Jimbaran-Bali. Editorial Board, 7(8), 363-371.

Kahill, S. (1988). Symptoms of professional burnout: A review of the empirical evidence. Canadian Psychology/Psychologie canadienne, 29(3), 284-297.

Kainthola, V. P. (2009). Principles of hotel management. New Delhi: Global Media.

Kasim, A., et.al., (2013). Exploring the digital divide issues affecting hotel frontliners. Advances in Business-Related Scientific Research Journal, 4(2), 165-176.

Kbbi.web.id. (tanpa tanggal). https://kbbi.web.id/burnout. Diakses pada 24 Mei 2021, pada 12.30.

Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610.

Kristensen, T. S., et.al., (2005). The Copenhagen Burnout Inventory: A new tool for the assessment of burnout. Work & Stress, 19(3), 192-207.

Kuruüzüm, A., et.al. (2008). Predictors of burnout among middle managers in the Turkish hospitality industry. International Journal of Contemporary Hospitality Management, 20(2), 186-198.

Ledgerwood, C. E., et.al., (1998). Antecedents of employee burnout in the hotel industry. Progress in tourism and hospitality research, 4(1), 31-44.

Lindblom, K. M., et.al., (2006). Burnout in the working population: relations to psychosocial work factors. International journal of behavioral medicine, 13(1), 51-59.

Marchand, A.., et.al., (2018). Do age and gender contribute to workers’ burnout symptoms?. Occupational medicine, 68(6), 405-411.

Maslach, C., et.al., (2001). Job burnout. Annual review of psychology, 52(1), 397-422.Maslach, C., & Leiter, M. P. (1997). The truth about burnout: How organizations cause personal stress and what to do about it. San Fransisco: John Wiley & Sons.

Pienaar, J., & Willemse, S. A. (2008). Burnout, engagement, coping and general health of service employees in the hospitality industry. Tourism Management, 29(6), 1053-1063.

Pretty, G. M., et.al., (1992). Psychological environments and burnout: Gender considerations within the corporation. Journal of Organizational Behavior, 13(7), 701-711.

Rutherford, D. G., & O’Fallon, M. J. (2007). Hotel Management and Operations’ John Wiley & Sons. Inc. Canada.

Sage Research Methods Datasets. (2019). Learn to Use the Eta Coefficient Test in R With Data From the NIOSH Quality of Worklife Survey (2014). Sage Publication, Ltd.

Shanafelt, T. D., et.al., (2009). Burnout and career satisfaction among American surgeons. Annals of surgery, 250(3), 463-471.

Shoman, Y., et.al., (2021). Psychometric properties of burnout measures: A systematic review. Epidemiology and psychiatric sciences, 30, 1-9.

Spector, P. E. (1978). Organizational frustration: A model and review of the literature. Personnel Psychology, 31(4), 815-829.

Suprihatin, W. (2020). Analisis perilaku konsumen wisatawan era pandemi Covid-19 (Studi kasus pariwisata di Nusa Tenggara Barat). Bestari, 1(1), 56-66.

Thomas, M., et.al., (2014). Correlates of job burnout among human services workers: Implications for workforce retention. Sociology. & Social Welfare, 41(4), 69-90.

Togia, A. (2005). Measurement of burnout and the influence of background characteristics in Greek academic librarians. Library management, 26(3), 130-138.

Walker, J. R., & Walker, J. T. (2014). Introduction to Hospitality Management (Fourth Edition). Essex: Pearson Education Limited.

Widya, A. (2012). Tugas Dan Tanggung Jawab Front Office Department dalam Melayani Tamu di Hotel Baron Indah Solo. Diploma Final Project. Universitas Sebelas Maret.

Yuanlaie, S. (2010). Emotional Exhaustion, Motivation and Job Outcomes: a Study of Hotel Frontline Employees in Phuket. Doctoral dissertation. Oklahoma State University.



DOI: https://doi.org/10.22146/gamajts.v4i2.86056

Article Metrics

Abstract views : 472 | views : 404

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Gadjah Mada Journal of Tourism Studies

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Web Analytics View My Stats

Print ISSN: 2621-9522 | Online ISSN: 2621-9948
Copyright © 2024 Gadjah Mada Journal of Tourism Studies, Office of Journal & Publishing, Faculty of Cultural Sciences, Universitas Gadjah Mada