Strategi Adaptasi Operasional Room Division dalam Menghadapi Fluktuasi Reservasi di Hotel Holiday Inn Bali Sanur

Abstract

Reservation fluctuations create operational uncertainty for hotels because changes in bookings directly affect occupancy, workload, room readiness, and guest service. This study aims to identify the characteristics of reservation fluctuations, analyze their operational impacts on the room division, and examine adaptation strategies implemented at Holiday Inn Bali Sanur. A qualitative descriptive case-study design was employed. Data were collected through observation, semi-structured interviews, and documentation involving the Reservation Manager, Duty Manager, Housekeeping Manager, Receptionist, Room Attendant, and hotel guests. Data analysis followed an interactive process of data reduction, data display, and conclusion drawing, supported by source and technique triangulation. The findings show that reservation fluctuations are mainly characterized by last-minute bookings, cancellations, and no-shows. These changes alter front-office workload, guest-handling intensity, room-status coordination, housekeeping priorities, and room readiness. The room division responds through integrated reservation monitoring, cross-departmental communication and coordination, flexible resource adjustment, and adaptive work planning. These practices reflect operational agility because they enable rapid process adjustment while maintaining service continuity. The study concludes that integrated information flow and flexible resource deployment are central to sustaining operational effectiveness and guest service quality under fluctuating demand.