THE ROLE OF SALES ADMIN IN SUPPORTING ADMINISTRATIVE EFFICIENCY FOR SALES MARKETING DEPARTMENT PERFORMANCE AT NOVOTEL SEMARANG
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Adinda Consita Yulianne Prabowo(1)
Department of Management, Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia
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Yuniarto R Satato(2*)
Department of Management, Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia
(*) Corresponding Author
Keywords:
Sales Admin, Administrative Efficiency, Hotel Marketing, Department Performance, Hospitality Management
Abstract
This study examines the role of Sales Admin in supporting administrative efficiency for Sales Marketing Department performance at Novotel Semarang. Using a qualitative approach through interviews, observation, and document analysis, the research identified four key dimensions of administrative efficiency: process standardization, information accessibility, response timeliness, and resource allocation. These dimensions influence departmental performance through three pathways: enhanced sales productivity, improved client experience, and strengthened interdepartmental coordination. Findings show response times decreased from 24 hours to under 4 hours while administrative errors reduced by 40%. The research reveals Sales Admin functions as a strategic position rather than merely supportive. Being limited to a single hotel property, future research should explore comparative studies across multiple hotel brands to establish broader industry benchmarks for Sales Admin contributions.
Keywords: Sales Admin; Administrative Efficiency; Hotel Marketing;Department Performance; Hospitality Management
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References
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Alviolita, F., & Yunus, M. (2021). Analisis atas Efisiensi dan Efektivitas Penerapan Sistem Informasi Akuntansi Penjualan Kredit dalam Pengendalian Intern (Surabaya Suites Hotel di Plaza Boulevard, Surabaya). UAJ UBHARA Accounting Journal, 1(1), 28–38. https://journal.febubhara-sby.org/uaj/article/view/40
Anwar, F. A., Deliana, D., & Suyamto, S. (2024). Digital Transformation in the Hospitality Industry: Improving Efficiency and Guest Experience. International Journal of Management Science and Information Technology, 4(2), 428–437. https://doi.org/10.35870/ijmsit.v4i2.3201
Azhmy, M. F. (2020). Analisis Kinerja Karyawan Di Hotel Syariah (Studi Kasus Sofyan Hotel Jakarta) [Universitas Islam Negeri Sumatera Utara].
http://repository.uinsu.ac.id/9410/
Braun, V., & Clarke, V. (2021). Thematic Analysis: A Practical Guide. SAGE Publications Ltd.
Chalupa, S., Petricek, M., & Ulrych, Z. (2021). The Use of Business Process Management in Hotel Direct Sales Improvement. TEM Journal, 10(1), 215–220. https://doi.org/10.18421/TEM101-27
Erawati, N. K. (2023). Peran Dan Tugas Admin Food and Beverage Service Pada Holiday Inn Resort Bali Nusa Dua. Politeknik Negeri Bali Badung.
Handayani, H. (2016). Peranan sales administration section pada sales and marketing department dalam penyelenggaraan kegiatan mice di lorin business resort and spa Surakarta. https://api.semanticscholar.org/CorpusID:113788538
Humaira, T. (2020). Analisis Sistem Informasi Akuntansi Penjualan Kamar dan Penerimaan Kas Pada Hotel GranDhika Setiabudi Medan [Universitas Islam Negeri Sumatera Utara Medan]. http://repository.uinsu.ac.id/9575/
Jennyfer, J., & Suyuthie, H. (2024). Pengaruh Kompensasi dan Lingkungan Kerja terhadap Kinerja Sales Marketing Hotel Berbintang di Kota Padang. NAWASENA : Jurnal Ilmiah Pariwisata, 3(2), 161–177.
https://doi.org/10.56910/nawasena.v3i3.1696
Joshi, M., & Naik, S. N. (2018). To study the Impact of Training on Employee Performance in Hotel Industry. International Science and Technology Journal, 7(8), 1–7.
Lestari, S., & Fatmarida, L. (2023). Pengaruh Efisiensi Kerja dan Motivasi Kerja terhadap Kinerja Sales PT. Paragon Technology And Innovation (Studi kasus pada sales PT. Paragon Technology And Innovation Jakarta). Kinerja, 5(2), 270–285. https://doi.org/10.34005/kinerja.v5i02.2705
Maulidasari, D., Asmawih, A., Kurniawati, R., Ritasari, R. R., & Mahaditia, A. (2024). Analisis SWOT dalam Strategi Sales Call pada Sales Dan Marketing Department Di Hotel All Seasons Jakarta Thamrin. Jurnal Sains Terapan Pariwisata, 9(1), 51–62.
Melián-Alzola, L., Fernández-Monroy, M., & Hidalgo-Peñate, M. (2020). Information technology capability and organisational agility: A study in the Canary Islands hotel industry. Tourism Management Perspectives, 33(October 2019), 100606. https://doi.org/10.1016/j.tmp.2019.100606
O’Fallon, M. J., & Rutherford, D. G. (2010). Hotel Management and Operations (10th ed.). Wiley.
Perdomo-Verdecia, V., Garrido-Vega, P., & Sacristán-Díaz, M. (2024). An fsQCA analysis of service quality for hotel customer satisfaction. International Journal of Hospitality Management, 122(June), 1–11.
https://doi.org/10.1016/j.ijhm.2024.103793
Rain, C. G., & Sawitri, D. K. (2025). Peran Dan Tugas Administrator Food & Beverage Service Pada Oakwood Hotel &. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 10(1), 43–54.
https://doi.org/https://doi.org/10.30651/jms.v10i1.25216
Raintung, F. (2016). Pentingnya Efisiensi Kerja dalam Meningkatkan Kinerja Karyawan Pada PT Kimia Farma Tranding and Distribution [Politeknik Negeri Manado]. https://repository.polimdo.ac.id/954/
Randynata, H. B. K., & Wijoyo, T. A. (2024). The Role of Waiters and Waitresses in Supporting Front Office Performance: A Case Study in Five-Star Hotels. International Journal of Integrative Sciences, 3(7), 663–674. https://doi.org/10.55927/ijis.v3i7.10296
Sono, M. G., Hendrayani, E., Violin, V., & ... (2023). the Role of Marketing Support in Booking Inquiries Management and Social Media E-Blasts. Jurnal Ekonomi, 12(2), 1364–1369. https://ejournal.seaninstitute.or.id/index.php/Ekonomi/article/view/1902
Suradi, S., Triyantoro, A., & Rinjani, S. A. (2024). Strategi Sales Marketing Untuk Meningkatkan Penjualan Meeting Package Di Aveon Hotel Yogyakarta. Dimensi: Jurnal Ekonomi Dan Pariwisata, 6(1), 13–30.
Yulitae, Y., Kristianto, D. A., & Kiswantoro, A. (2024). Peran Leisure Sales dalam Meningkatkan Occupancy (Studi Kasus di Movenpick Resort & SPA Jimbaran Bali). Co-Value: Jurnal Ekonomi, Koperasi & Kewirausahaan, 15(5).
Published
2025-11-09
How to Cite
Prabowo, A., & Satato, Y. (2025). THE ROLE OF SALES ADMIN IN SUPPORTING ADMINISTRATIVE EFFICIENCY FOR SALES MARKETING DEPARTMENT PERFORMANCE AT NOVOTEL SEMARANG. Journal of Management : Small and Medium Enterprises (SMEs), 18(3), 1959-1978. https://doi.org/10.35508/jom.v18i3.21493
Section
Articles
