Room Marketing Strategy At Serenity Eco Guesthouse & Yoga ...

Asia Pacific Journal of Business Economics and Technology https://www.apjbet.com ISSN: 2809-2278 Volume 01 Issue 01 Volume 01 Issue 01

46 APJBET, December 2021

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Room Marketing Strategy At Serenity Eco Guesthouse & Yoga

Canggu, Bali

I Wayan Ruspendi Junaedi1, Desak Putu Rahmawati Utami2, Filipus Zuter3,

Komalawati4 I Gede Agus Mertayasa5

1Manajement, Economic, Business and Humanities Faculty, Dhyana Pura University,

[email protected] 2Manajement, Economic, Business and Humanities Faculty, Dhyana Pura University,




[email protected]

Correspondence Author’s Email: [email protected]

ABSTRACT

Bali is a tourism destination that is well known in the world and liked by tourists, either local and foreign. It makes the accommodation providers enthusiastic in attracting interest and attention of tourists to stay at their properties. This research analyzes the "Room Marketing Strategy at Serenity Eco Guesthouse & Yoga, Canggu, Bali". The purpose of this research is to find out the marketing strategy that will be applied to Serenity Eco Guesthouse & Yoga. This research was conducted by using a sample of 8 respondents. The method of this research is SWOT analysis that consist of IE Matrix, IFAS / EFAS, and SWOT / TWOS Matrix. Based on IFAS / EFAS research, internal score is 2.86 and external score is 2.93. The score is elaborate into IE (Internal External) Matrix, and show the position of Serenity Eco Guesthouse & Yoga is in the Growth Strategy. The strategy applied is by expanding the market. Through the SWOT / TWOS analysis, the strategies that can be applied are the SO (Strength Opportunity) strategy by improving the marketing system by utilizing existing technology, ST (Strength Threat) strategy by increasing the delivery of promotions to consumers through various media, the WO (Weakness Opportunity) strategy by applying the special offer at certain times and situations, and the last is WT (Weakness Threat) strategy by increasing collaboration with various related parties in terms of supporting the complete facilities and services of the Guesthouse. Keywords: Guesthouse, Marketing, Strategy, SWOT Analysis 1. Introduction Industry tourism is a collection of tourism businesses that are interrelated in order to produce goods or services for the fulfillment of tourist needs in the implementation of tourism (Tourism Law No.10 of 2009, 2009). The tourism industry is currently a fairly large

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industry and one of the service sectors that has the fastest growth rate, along with the technology and information industry.

Bali is one of the islands in Indonesia that is a tourist destination that is already famous in the international world. Many domestic and foreign tourists spend their vacation time on the island of the Gods. This is due to the many supporting aspects such as: natural beauty, rich customs and culture, amazing tourist attractions, and the hospitality of the local population that is so well known.(Bali.bps.go.id, n.d.)

Accommodation is one of the main facilities in the tourism industry that plays an important role in supporting the success of tourism itself. Many types of accommodation are built to provide choices to tourists when they want to stay, ranging from homestays, guesthouses, villas, hotels, even resorts. Where each type of accommodation provides various facilities to support the best service for its consumers. Each of these businesses will promote its advantages to be able to attract customers. This is where it takes the accuracy of the use of marketing strategies both media and types of approaches. Promotion as part of marketing activities and is a major avenue to attract new customers and retain old customers. This is at the same time as a means of winning competition in the accommodation business.

Serenity Eco Guesthouse & Yoga, Canggu, Bali is one of the Guesthouses located in the strategic area of Canggu area that offers facilities and services such as 3-star hotels.(Department, 2018)

In connection with the condition of tourism development behind the growth of new accommodations in Bali, especially in the Canggu area. To be able to win the competition and achieve the expected targets, management must be able to devise a good marketing strategy. Therefore, Serenity Eco Guesthouse & Yoga, Canggu, Bali is required to always be able to create innovations in order to meet the changing needs of consumers.

In an effort to increase room occupancy, serenity eco guesthouse & yoga management, Canggu, Bali also conducts marketing through several agents, such as: Booking.com, Agoda, Bookyogaretreats.com, Yovada, Bookretreats. In addition, Serenity also does its marketing through the internet website, Facebook page, Instagram, brochures, Canggu Weekly magazine to reach guests who are looking for accommodation. 1.1. Research Problem Based on the background of the problems that have been outlined above, it can be drawn the formulation of the following problems: What is the room marketing strategy at Serenity Eco Guesthouse & Yoga, Canggu, Bali? 1.2. Research Purposes From the formulation of the above problem, the purpose of this research is: To find out the room marketing strategy at Serenity Eco Guesthouse & Yoga, Canggu, Bali.

2. Literature Review 2.1. Marketing Mix






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Kotler and Armstrong (2012: 62) argue that in the marketing mix there is a set of marketing tools known as 7P (product, price, place, promotion, people, process, physical evidence). The understanding of 7P is as follows:

1. Product Product is managing product elements including planning and developing appropriate products to be marketed by changing existing products or services with and taking other actions that affect products and services. 2. Price Price is a company management system that will determine the appropriate base price for products and services and must determine strategies that involve price discounts, payment of fees and various related variables. 3. Place Distribution, selecting and managing the trade channels used to distribute products or services and also to serve the target market, as well as developing distribution systems for product and physical shipping and commerce. 4. Promotion ‘ Promotion is an element used to inform and persuade the market about a company's products or services through advertisements, personal sales, sales promotions, or publications. 5. People People are actors who play an important role in the delivery of services so that they affect the perception of buyers. Elements of people are company employees and consumers. Employee attitudes and actions, how to dress and appearance of employees have an influence on the success of service delivery. 6. Process Processes are all the actual procedures, mechanisms, and activities flow used to deliver services. The service process is a major factor in the service marketing mix as service customers will be happy to feel the service delivery system. 7. Physical Evidence Physical facilities are real things that also influence consumers' decisions to buy and use the products or services offered. The elements included in the physical facilities include the environment, equipment, equipment and others.

2.2. Marketing strategy

A marketing strategy is a long-term, forward-looking approach and overall game plan of any organization or business with the fundamental goal of achieving a sustainable competitive advantage by understanding customer needs and wants. 2.2.1). Marketing strategy is an effort to market a product, be it goods or services, by using certain patterns of plans and tactics so that the number of sales becomes higher. Marketing strategy has an important role in a company or business because it serves to determine the economic value of the company, be it the price of goods or services. There are three determinants of the price value of goods and services, namely: Production, Marketing, Consumption. In this case, marketing becomes the linking part between production and consumption activities. The definition of marketing strategy can also be interpreted as a series of efforts made by the company in order to achieve a certain goal, because the potential






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to sell propositions is limited to the number of people who know about it (Compare with Nuriyati, 2012) 2.2.2). Marketing Strategy According to Kotler, Philip dan Armstrong, (2012), the definition of marketing strategy is the overall program of the company in determining the target market and satisfying consumers by building a combination of elements of the marketing mix; products, distributions, promotions, and prices. According to (Kotler, Philip dan Armstrong, 2012) the definition of marketing strategy is the logic of marketing where the business unit hopes to create value and profit from its relationship with consumers. 2.2.3). Definition Marketing Strategy from Tjiptono According to Tjiptono, (2012), the definition of marketing strategy is a fundamental tool designed to achieve the company's goals by developing a continuous competitive advantage through the entered market, and the marketing program used to serve the target market. 2.3. Hotel According to Sulastiyono (2011; 5), a hotel is a company managed by its owner by providing food, beverage and room facilities for sleeping to people who travel and are able to pay a reasonable amount in accordance with the services received without any special agreement. Utama (2014: 53) stated that the hotel is a business engaged in the professionally managed accommodation in order to generate profits by providing lodging, food, beverage and other facilities. Budi (2013: 2) defines hotel as one of the businesses engaged in services for profit through a service to guests who stay overnight such as front office services, housekeeping, food and beverages, MICE and recreation. 3. Research Methods The research was conducted at Serenity Eco Guesthouse & Yoga, Canggu, Bali located on Jalan Nelayan, Gang Dolphin, Canggu, North Kuta, Badung, Bali 80361, Indonesia, Phone: +62 361 846 9251. Website: www.serenitybali.com 3.1. Identify Variables In this study, the variables used consisted of internal and external variables. Internal variables are variables sourced from within the company such as: 7P marketing mix consisting of product, price, place, promotion, people, process, and physical evidence.(Kotler, Philip dan Armstrong, 2012) External variables are variables that are sourced from outside the company, i.e. being in a broad society that affects an industry and the company in it. The external environment includes: environmental, economic, political, socio-cultural, legal, technological and industrial structures. Triyana quoted by (Alma, 2011).

Table 1. Internal Variables and Indicators No Variable Indicator

1 Product Completeness of room facilities Completeness of Guesthouse facilities






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2 Price

Special price adjustments to certain conditions Discounted in certain seasons

3 Place

Guesthouse location close to nearby public service (ATM, Money Changer, health center)

Ease of getting public transportation

4 Promotion

Promotional messages can be clearly received by consumers. Intensity of promotion through website, online travel agent

5 People Service provided by employees to guests

Employee appearance during work

6 Process Speed in handling each guest request

Speed in the check-in and check-out process

7 Physical Evidence

Room décor Provision of adequate parking area

(Source: Kotler dan Amstrong 2012:62)

Table 2. External Variables and Indicators

No Variable Indicator

1 Economic Environment

Tourist per capita income

Rupiah exchange rate against foreign currency

2 Politics National and international security stability

3 Socio-Cultural People's attitude towards the existence of

guesthouses

4 Law

Local leadership's policy on hotel taxes

Visa exemption of tourist visits to Indonesia

5 Technology Application of information technology that

affects guesthouse activities

6 Industrial Structure

Competition from similar guesthouses Buyer bargaining power

(Source: Alma 2011:200) 3.2. Data Type Qualitative data is data that shows the quality of a state, process, event or event and others expressed in the form of words and cannot be measured by a unit of calculation (Utama, 2014). Qualitative data in this study is the history of Serenity Eco Guesthouse & Yoga, Canggu, Bali, organizational structure, as well as the description of tasks and






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responsibilities.Data Kuantitatif adalah data yang berbentuk angka yang dapat dihitung secara sistematis. Quantitative data in this study is data on the number of guest visits and room occupancy rates at Serenity Eco Guesthouse & Yoga, Canggu, Bali. 3.3.Data Source Primary data is research data that directly provides data to data collectors not through intermediary media. The primary data in this study is data obtained from the results of the questionnaire. Secondary data is research data that does not directly provide data to researchers, for example through documents. The secondary data in the study was organizational structure, job description, and data on room sales. 3.4. Method of Sampling Determination The method of determining samples conducted in this study is purposive sampling. According to Sugiyono, (2018) purposive sampling is a technique of determining samples with certain considerations. In this method, the sample taken intentionally is the party that is expected to provide answers to the questions asked by the researcher. The sample in this study is a party / person who is competent in the field of marketing. Researchers took 8 respondents on the grounds that these respondents are the most influential parties in the marketing of company products and who have authority in decision making. 3.5. Analysis Stage After collecting all the information that affects the survival of the company, the next stage is to analyze all that information. To be able to obtain a more complete and accurate analysis can be done using swot matrix and matrix IE. The SWOT matrix clearly describes how external opportunities and threats facing a company can be adapted to their strengths and weaknesses.(Rangkuti, 2015)

Figure 1. SWOT/TOWS Matrix

(Strength) (Weakness)

(Opportunity)

SO STRATEGY Create strategies that use power to take advantage of opportunities

WO STRATEGY Create strategies that minimize weaknesses to take advantage of opportunities

(Threats)

ST STRATEGY Create strategies that use force to address threats

WT STRATEGY Create strategies that minimize weaknesses and avoid threats

(Source: (Rangkuti, 2015)

EFAS

IFAS






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3.6. Alternative Strategies Alternative strategies are the result of a SWOT analysis matrix that results in so, WO, ST, WT strategies. Alternative strategies are produced at least 4 strategies as a result of swot matrix analysis according to Rangkuti, (2015). 3.7.IE Matrix The External Internal Matrix uses parameters of the company's internal strength and external influences faced. The purpose of using this model is to acquire a business strategy at a more detailed corporate level. Here's an example of matrix IE:

Figure 2. External Internal Matrix (IE)

Strong Average Weak

(Source: (Rangkuti, 2015)

Figure 2. Above can identify 9 marketing strategy cells, but in principle the nine cells can be grouped into three main strategies, namely: Growth Strategy which is the growth of the company itself (cells 1, 2, and 5). diversification efforts (cells 7 and 8). Stability strategy is a

I GROWTH Concentration through vertical integration

II GROWTH Concentration through horizontal integration

III RETRENCHMENT Spinning

IV STABILITY Be careful

V GROWTH Concentration through horizontal integration ---------------------------- STABILITY No change in profit strategy

VI RETRENCHMENT Captive Company or Divestment

VII GROWTH Concentric Diversification

VIII GROWTH Diversification of conglomerates

IX RETRENCHMENT Bankruptcy or Liquidation

Hig

h

Mid

dle

L

ow

Total Skor

External

Factor

(EFAS)






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strategy that is applied without changing the direction of the strategy that has been set. Retrenchment Strategy (cells 3, 6, and 9) is an effort to minimize or reduce the efforts made by the company.

4. Result 4.1. A Brief History of the Hotel

Serenity Eco Guesthouse & Yoga, Canggu, Bali is one of the places to stay built in 2003. The owners of Serenity Eco Guesthouse & Yoga, Canggu, Bali, Mr. Daniel Alain Chieppa and Mrs. Yatna Ari Chieppa would like to welcome their friends who come to their homes and provide a place to stay. Finally, Mr. Daniel added a few more rooms. In 2009, Mr. Daniel decided to open an accommodation business by establishing Guesthouses that have an environmentally friendly concept. In addition, he also built a Yoga Studio, because Mr. Daniel himself was a yoga teacher. Yoga Studio was named "Yoga Shala". These facilities include Alkaline Restaurant (Raw and Vegan Food), Massage & Spa, Transport and Activities. All of it was built and managed well by Serenity Management to date. Serenity now has 78 rooms. (Source: Human Resource Department) 4.2. Hotel Facilities 4.2.1. Rooms.

Serenity Eco Guesthouse & Yoga, Canggu, Bali provides a variety of facilities, including:Kamar Serenity Eco Guesthouse & Yoga, Canggu, Bali provides 78 rooms of various types, including:

Table 3. Room Type at Serenity Eco Guesthouse & Yoga, Canggu, Bali

No Type of Room Total 1 Mixed Dormitory Room 34

2 Single Room 11

3 Simple Double Room 27

4 Bamboo Double Room 6

TOTAL 78

(Source: Human Resources Deparment Serenity Eco Guesthouse & Yoga) 4.2.2.Restaurant Serenity Eco Guesthouse & Yoga, Canggu, Bali has a Vegan Restaurant called Alkaline Restaurant. This restaurant provides Raw and Vegan menu for its customers.

4.2.3.Yoga Center One of the things guests are most interested in visiting or staying at Serenity Eco Guesthouse & Yoga, Canggu, Bali is to do a yoga class. Serenity Eco Guesthouse & Yoga, Canggu, Bali has 5 Yoga Studios, among others: Yoga Shala (capacity reaches 30 people), Conexion (capacity reaches 20 people), Nirvana (capacity reaches 25 people), Banyan Shala (capacity reaches 20 people), and Satya Shala (capacity reaches 30 people).

4.2.4. Supporting Fasilias In addition to the above facilities, Serenity Eco Guesthouse & Yoga, Canggu, Bali also provides several other supporting facilities to improve guest satisfaction, including: Outdoor






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Swimming Pool which is open daily from 8 am to 10 pm, massage and treatment service called Serenity Spa, Motorcycle and Bicycle rental service. 4.3.IFAS and EFAS at Serenity Eco Guesthouse & Yoga, Canggu, Bali

For further analysis, the score of each indicator is required. This is done to find out or obtain a summary of indicators both internal and external. The results of ifas calculations can be seen in table 4. Here it is.

Table 4. Internal Factor Analysis Summary (IFAS) Serenity Eco Guesthouse & Yoga, Canggu, Bali

Source: Processed Data

In table 4, the total ifas value of 2.86 indicates that Serenity Eco Guesthouse & Yoga, Canggu, Bali has an average position so there needs to be a strategy to improve the position of this Guesthouse. The following is displayed the results of the EFAS calculation in table 5. Which is below:

Tabel 5. External Factor Analysis Summary (EFAS) Serenity Eco Guesthouse & Yoga,

Canggu, Bali

No Internal Indicator Weight (%)

Rating

Score

1 Completeness of room facilities 4.50% 2 0.09 2 Completeness of Guesthouse facilities 6.50% 3 0.20 3 Special price adjustments to certain

conditions 5.38% 2 0.11

4 Discounted in certain seasons 6.75% 2 0.14

5 Guesthouse location close to nearby public service (ATM, Money Changer, health center) 3.63% 2 0.07

6 Ease of getting public transportation 3.38% 2 0.07

7 Promotional messages can be clearly received by consumers.

6% 3 0.18

8 Intensity of promotion through online travel agent

8% 3 0.24 9 Service provided by employees to guests 16% 4 0.64

10 Employee appearance during work 8.38% 3 0.25 11 Speed in handling each guest request 9.50% 3 0.29 12 Speed in the check-in and check-out process 10.38% 3 0.31 13 Room décor 6.38% 2 0.13 14 Provision of adequate parking area 5.25% 3 0.16 Total 100% 2.86

No Eksternal Indicator Weight (%)

Rating Score






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1,0 3,0 4,0

Source: Processed Data In table 5. Above, the number of EFAS amounted to 2.93 where this position signifies

that Serenity Eco Guesthouse & Yoga, Canggu, Bali has the opportunity to be used in increasing occupancy so that the company can grow. From the total score of IFAS and EFAS, it can be known the position of Serenity Eco Guesthouse & Yoga, Canggu, Bali as seen in the External Internal Matrix shown in Figure 3. Below.

. Figure 3. Serenity Eco Guesthouse & Yoga position in IE Matrix

Total Internal Strategy Factor Score (IFAS)

Strong Average Weak

Score Total Eksternal Factor (EFAS)


From Figure 3 is known the position of Serenity Eco Guesthouse & Yoga, Canggu, Bali is occupying quadrant V which means serenity eco guesthouse & yoga position, is in the

1 Tourist per capita income 12.50% 3 0.38 2 Rupiah exchange rate against foreign currency 14.13% 3 0.42 3 National and international security stability 12.25% 3 0.37 4 People's attitude towards the existence of

guesthouses 11.25% 3 0.34

5 Local leadership's policy on hotel taxes 6.13% 3 0.18 6 Visa exemption of tourist visits to Indonesia 11.13% 3 0.33

7 Application of information technology that affects guesthouse activities 14.50% 3 0.44

8 Competition from similar guesthouses 10.63% 3 0.32 9 Buyer bargaining power 7.50% 2 0.15 Total 100% 2.93

I

II

III

IV

V

VI

VII

VIII

IX

2,0

3.0

2.0

1.0

2,86

2,93

Hig

h

Mid

dle

L

ow

(2,86; 2,93)






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growth strategy position. Thus, the right strategy for Serenity Eco Guesthouse & Yoga is to expand the market, where guests who initially came to Serenity Eco Guesthouse & Yoga, 90% western guest, can expand their market share in Chinese, Japanese, and domestic guests. 5. Discussion

Internal indicators produce weakness strengths and external indicators generate opportunities and threats. Analysis on the external internal Matrix has been discussed about the indicators in question, the following are the strengths, weaknesses, opportunities and threats possessed by Serenity Eco Guesthouse & Yoga, Canggu, Bali using the SWOT Matrix, shown in figure 4.

Figure 4. SWOT/TOWS Analysis

Strength/Strenght: 1. Completeness of Guesthouse facilities 2. Promotional messages can be clearly received by consumers 3. Intensity of promotion through online travel agent 4. Service provided by employees to guests 5. Employee appearance during work 6. Speed in handling each guest request 7. Speed in check-in and check-out process 8. Provision of adequate parking area

Weaknesses: 1. Completeness of room facilities 2. Special price adjustments to certain conditions 3. Giving discounts in certain seasons 4. Guesthouse location close to nearby public service (ATM (Automated Teller Machine), Money Changer, health center) 5. Ease of getting public transportation 6. Room decoration

Opportunity: 1. Tourist per capita income 2. Rupiah exchange rate against foreign currency 3. National and International security stability

SO strategy: 1. Improve facilities and innovate supporting guesthouse operations 2. Improve marketing systems by utilizing existing technology 3. Enhance the guesthouse's brand image 4. Strengthen relationships

WO strategy: 1. Expand references to update room facilities by utilizing the technology applied to guesthouses 2. Apply special offer to certain situations

IFAS

EFAS






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4. Public attitude towards the existence of Guesthosue 5. Local leadership policy on hotel taxes 6. Visa exemption of tourist visits to Indonesia 7. Application of information technology that affects guesthouse activities 8. Competition from similar guesthouses

and cooperation with the surrounding community

Threat: 1. Buyer bargaining power

ST Strategy: 1. Improve the delivery of promotions to consumers through various media 2. Improve the delivery of information about the completeness of Guesthouse facilities to increase competitiveness

WT strategy: 1. Increase cooperation with several related parties in terms of supporting the completeness of facilities and services at the Guesthouse



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From the SWOT Matrix obtained four alternative strategies Serenity Eco Guesthouse & Yoga, Canggu, Bali. The four alternative strategies include: 1. SO strategy This strategy uses power to take advantage of opportunities. Strategies that can be done are: Improving facilities and innovating the operational support of Guesthouse, by creating a new thing that does not yet exist in the Guesthouse, where it can improve existing facilities. Example: create a Co-Working area specifically reserved for guests who want to work and require high internet access.

Improve marketing systems by utilizing existing technology, by increasing the intensity of promotion with various media, especially by utilizing increasingly sophisticated technology (internet). Enhance the brand image of the Guesthouse. Example: being a sponsor at certain events related to the concept owned by the property, so that more and more people know Serenity Eco Guesthouse & Yoga, Canggu, Bali.

Strengthen relationships and cooperation with the surrounding community. In this case, the Guesthouse can establish good cooperation with the surrounding community. Example: when the property holds an event, the surrounding community also has a hand in it, namely in terms of security (pecalang).

2. ST strategy This strategy uses force to overcome threats. Strategies that can be done are: Increase the delivery of promotions to consumers through various media, namely by offering certain prices to consumers with the aim of increasing buyer interest. Improve the delivery of information about the completeness of Guesthouse facilities to increase competitiveness. This means that the Guesthouse needs to improve the delivery of information about the facilities offered at the time of guest inquiry or booking. This is to increase the competitiveness of property with competitors. Example: information via email.

3. WO strategy This strategy minimizes weaknesses by taking advantage of opportunities. Strategies that can be done are: Expand references to update room facilities by utilizing the technology applied to guesthouses. In this case, the Guesthouse needs to update the room facilities and add existing facilities to increase the comfort of guests staying, where references can be obtained from the hotel accommodations nearby, or by browsing on similar accommodations. Apply a special offer to certain situations. In this case, the Guesthouse can apply some special prices or special offers for certain conditions to consumers. Example: during the Lunar New Year, the Guesthouse can provide special prices to guests who want to book a room with certain criteria. 3. Strategi WT Strategi ini meminimalkan kelemahan dengan menghindari ancaman. Strategi yang dapat dilakukan adalah: Meningkatkan kerjasama dengan beberapa pihak terkait dalam hal menunjang kelengkapan fasilitas dan pelayanan pada Guesthouse. This strategy requires cooperation with outside parties, such as: cooperating with local transport around with the approval of contract rate, so that guests are easier to get transportation at a price that is not too expensive, then the provision of ATM (Automated Teller Machine) in the area near the Guesthouse so that guests are easier to access, as well as cooperate with several clinics around so that if at any

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time there are guests who need medical action, the Guesthouse can contact the clinic immediately.

6. Conclusion

From the SWOT Matrix obtained four alternative strategies Serenity Eco Guesthouse & Yoga, Canggu, Bali. The four alternative strategies include: SO strategy

This strategy uses power to take advantage of opportunities. Strategies that can be done are: a. Improve facilities and innovate guesthouse operational support. b. Improve marketing systems by utilizing existing technology. c. Enhance the brand image of guesthouse. d. Strengthen relationships and cooperation with the surrounding community.

ST Strategy This strategy uses force to overcome threats. Strategies that can be done are:

a. Increase the delivery of promotions to consumers through various media. b. Improve the delivery of information about the completeness of Guesthouse facilities to increase competitiveness.

WO strategy

This strategy minimizes weaknesses by taking advantage of opportunities. Strategies that can be done are:

a. Expand references to update room facilities by utilizing the technology applied to guesthouses.

b. Apply a special offer to certain situations.

WT Strategy

This strategy minimizes weaknesses by avoiding threats. Strategies that can be done are:

a. Meningkatkan kerjasama dengan beberapa pihak terkait dalam hal menunjang kelengkapan fasilitas dan pelayanan pada Guesthouse.

References

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