Dinamika Kepemimpinan Adaptif-Integratif dalam Mewujudkan Pelayanan Prima General Manager Royal Hotel & Villa Batu
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Abstract
This research investigates how the leadership styles of General Managers at Royal Hotel & Villa Batu evolved between 2009 and 2025, alongside their effects on service excellence. Utilizing a qualitative case study methodology, data was gathered via interviews, field observations, and reviews of documents and financial records from current management and staff. Thematic analysis revealed a three-stage evolution in leadership: a transformational-structural approach focusing on discipline and standard operating procedures (2009–2017); a democratic-transformational phase emphasizing communication and coaching (2018–2022); and an adaptive-situational style prioritizing swift action and personalized service (2023–2025). Ultimately, the study concludes that an adaptive-integrative leadership model, blending assertiveness, clear communication, empathy, and rapid responsiveness is the most effective approach for fulfilling guest needs.
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How to Cite
Widiyanto, J. S., Tohari, A., & Sinangjoyo, N. J. (2026). Dinamika Kepemimpinan Adaptif-Integratif dalam Mewujudkan Pelayanan Prima General Manager Royal Hotel & Villa Batu. ProBisnis : Jurnal Manajemen, 17(4), 2551–2556. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/1665
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Yin, R. K. (2018). Case Study Research and Applications: Design and Methods (6th ed.). Sage Publications.
Anas, M. (2024). Customer Satisfaction in the Hotel Industry: A Case Study from Makassar City. Journal of Economic Education and Entrepreneurship Studies, 5(1), 135–150. https://doi.org/10.26858/je3s.v5i1.3265
Anggraini, F. D., & Ermawati, K. C. (2024). Pengaruh Gaya Kepemimpinan Terhadap Motivasi Kerja Dan Kualitas Pelayanan Di Hotel Horaios Malioboro. Jurnal Nusantara, 7(1), 11–18. https://doi.org/10.70018/mb.v5i1.73
Bass, B. M., & Avolio, B. J. (Eds. . (1994). Improving organizational effectiveness through transformational leadership. sage.
Creswell, J. W. (2016). Research design: Qualitative, quantitative, and mixed methods approaches 4rd ed. In SAGE Publications Asia-Pacific Pte. Ltd.
Handani, L. K., & Adnyani, D. G. S. (2018). Pengaruh Gaya Kepemimpinan Dan Motivasi Terhadap Kinerja Karyawan Pada Hotel Kayumanis Ubud Private Villa & Spa Gianyar. Jurnal Manajemen Dan Bisnis Equilibrium, 4(2), 125–135. https://doi.org/10.47329/jurnal_mbe.v4i2.312
Helalat, A., Sharari, H., Alhelalat, J., & Al-Aqrabawi, R. (2025). Transformational Leadership and Employee Performance: a Further Insight Using Work Engagement. ECONOMICS - Innovative and Economics Research Journal, 13(1), 333–352. https://doi.org/10.2478/eoik-2025-0015
Hochschild, A. R. (1983). The managed heart : commercialization of human feeling. Berkeley : University of California Press.
Kesuma, V. B., Liando, A., Abadi, S. W., Goeltom, V. A. H., Yulius, K. G., Situmorang, J. M. H., Dudedes Timba, Y., & Pariwisata, F. (2023). Kepemimpinan Efektif dalam Industri Perhotelan: Tinjauan Pustaka. MUFAKAT: Jurnal Ekonomi, Manajemen, Dan Akuntansi, 2(2), 229–239. http://jurnal.anfa.co.id/index.php/mufakat
Kim, J. K., Yang, J. J., & Lee, Y. K. (2023). The Impact of Transformational Leadership on Service Employees in the Hotel Industry. Behavioral Sciences, 13(9). https://doi.org/10.3390/bs13090731
Miles, M., Huberman, A., & Saldaña, J. (2014). Qualitative Data Analysis A Methods Sourcebook. In SAGE Publications.
Moleong, L. J. (2010). Metodologi Penelitian Kualitatif. Remaja Rosdakarya.
Pramudito, Faiza Rachim, Mochamad Achmadi, Linda Desafitri Ratu Bilqis, & Braja Eka Sukma. (2025). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Tamu di Hotel Horison Bandar Lampung. Journal of Hospitality Accommodation Management (JHAM), 4(1), 83–93. https://doi.org/10.52352/jham.v4i1.1822
Radito, T. A., & Soo, M. E. (2019). Peran Budaya Organisasi, Gaya Kepemimpinan, dan Motivasi Kerja dalam Peningkatan Kinerja Karyawan Hotel. Optimal, 16(2), 79–106.
Schein, E. H. (2017). Organizational Culture and Leadership. In John Wiley & Sons, Inc., Hoboken, New Jersey. https://doi.org/10.4324/9780203006986
Setiawan, I., Ridwan, S., & Avianti, W. (2023). Pengaruh Gaya Kepemimpinan dan Motivasi Terhadap Kinerja Karyawan (Studi Tentang Trans Luxury Hotel Di Bandung). Jurnal Komunikasi Dan Ilmu Sosial, 1(4), 197–210. https://doi.org/10.38035/jkis.v1i4.987
Yin, R. K. (2018). Case Study Research and Applications: Design and Methods (6th ed.). Sage Publications.