期刊名称：Journal of Applied Sciences in Travel and Hospitality
电子版ISSN：2622-8319
出版年度：2020
卷号：3
期号：1
页码：1-11
DOI：10.31940/jasth.v3i1.1770
出版社：Politeknik Negeri Bali
摘要：This research discusses the motivation of guest service agents in conducting upselling using Maslow's theory hierarchy of needs. This research aims to find out what are the motivations of Guest Service Agents in conducting upselling conducted at the Front Office Department in Hilton Garden Inn Bali and to find out how big is the motivation Guest Service Agent in conducting upselling programs to increase hotel revenue in Hilton Garden Inn Bali. The data collection methods used in this study are questionnaires, interviews, observation, documentation and literature study methods. The researcher used simple descriptive statistical data analysis techniques, in this research to calculate the mean and percentage. Results of the respondent's questionnaire answers, tabulation of data, calculating percentages, looking for the dominant variable from Maslow's theory and interpreting the results. The results of the research showed that the main needs are social needs with a total value of 20.87 percent. The second is the self esteem needs with a total value of 20.78 percent. The third is selfactualization needs with a value of 20.60 percent. The fourth is safety needs with a value of 20.47 percent and the fifth is physiological needs with a total value of 17.29 percent, so these five needs are motivated by guest service agents in conducting upselling at Hilton Garden Inn Bali hotels so they can increase revenue at Hilton Garden Inn Bali hotels every month.
关键词：Upselling; guest service agent; front office; motivation
