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Analisis Fasilitas Dan Pelayanan Hotel Grand Kalimas Syariah Surabaya Perspektif Pemikiran Muhammad Rayhan Janitra

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Analisis Fasilitas Dan Pelayanan Hotel Grand Kalimas Syariah Surabaya Perspektif Pemikiran Muhammad Rayhan Janitra ANALISIS FASILITAS DAN PELAYANAN HOTEL GRAND KALIMAS SYARIAH SURABAYA PERSPEKTIF PEMIKIRAN MUHAMMAD RAYHAN JANITRA SKRIPSI Oleh: FITRIYAH NIM. C74213107 PROGRAM STUDI EKONOMI SYARIAH FAKULTAS EKONOMI DAN BISNIS ISLAM UNIVERSITAS ISLAM NEGERI SUNAN AMPEL SURABAYA 2020 iii PERSETUJUAN PEMBIMBING Skripsi yang ditulis oleh Fitriyah NIM. C74213107 ini telah diperiksa dan disetujui untuk dimunaqasahkan. Surabaya, 3 Januari 2020 Pembimbing Dr. H. Hammis Syafaq, M.Fil.I. NIP. 19751016200212001 iv v vi ABSTRAK Skripsi yang berjudul “Produk dan Pelayanan Hotel Grand Kalimas Syariah Surabaya” ini merupakan hasil penelitian kualitatif yang bertujuan menjawab pertanyaan tentang bagaimana fasilitas dan pelayanan yang tersed\ia di Hotel Grand Kalimas Syariah Surabaya serta bagaimana fasilitas dan pelayanan yang tersedia di Hotel Grand Kalimas Syariah Surabaya dari sisi Ekonomi Syariah. Metodologi penelitian yang digunakan adalah pendekatan kualitatif deskriptif dengan pisau analisis ekonomi syariah yaitu enam prinsip dasar syariah dalam bisnis perhotelan berdasarkan pemikiran Muhammad Rayhan Janitra yaitu prinsip konsumsi, prinsip hiburan, prinsip etika, prinsip kegiatan usaha, prinsip batasan hubungan, dan prinsip tata letak. Pola pikir yang digunakan dalam analisis adalah induktif. Teknik pengumpulan data yang digunakan adalah wawancara dengan stakeholder hotel, observasi, dan dokumentasi. Hasil penelitian ini adalah pihak hotel selalu mengusahakan fasilitas hotel agar menjadi kemudahan bagi tamu muslim dalam beribadah seperti penyediaan perlengkapan salat di kamar tidur, media bersuci di kamar mandi dan toilet, penunjuk arah kiblat, serta pengadaan program keislaman. Dalam pelayanannya pun hotel selalu berupaya untuk menghindari penyalahgunaan hotel sebagai tempat judi, tindak asusila, atau narkoba, seperti proses screening bagi tamu berpasangan, mengerahkan Security sebagai tindak lanjut, serta tidak melayani makanan dan minuman yang haram dikonsumsi. Fasilitas Hotel Grand Kalimas Syariah Surabaya secara keseluruhan baik dalam menerapkan prinsip-prinsip syariah dalam bisnis perhotelan, namun kurang maksimal dalam menerapkan prinsip batasan hubungan di area front office, toilet umum, dan musolla. Kendala yang dihadapi adalah kurangnya kesadaran pihak hotel untuk memasang himbauan tertulis bagi tamu muslim agar berbusana rapi dan tertutup sehingga kurang tercipta suasana Islami di kawasan hotel, serta keterbatasan luas tanah hotel sehingga tidak ada penyekat antar urinoar di toilet dan berbaurnya tamu laki- laki dan perempuan yang beribadah di musolla. Sedangkan dari pelayanan hotel, secara keseluruhan sangat baik dalam menerapkan keenam prinsip syariah tersebut, hanya saja terdapat kekurangan dalam menerapkan prinsip konsumsi di restoran sebab tidak adanya pengawasan terhadap cara penyembelihan daging yang dibeli. Begitu pula kurangnya hotel dalam menerapkan prinsip etika di lobby yaitu karyawan hotel tidak memberi salam kepada tamu yang tidak datang ke meja front office, serta pihak front office tidak menyediakan kain potong atau semacamnya untuk tamu non muslimah yang berbusana sangat terbuka. Dari hasil penelitian di atas, maka disarankan kepada pihak hotel untuk meningkatkan kesadaran terhadap batasan hubungan antara laki-laki dan vii digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id perempuan dengan memberi himbauan tertulis bagi tamu agar berbusana rapi dan tertutup, menyediakan kain potong atau semacamnya untuk tamu yang berbusana sangat terbuka, melakukan pengawasan terhadap cara penyembelihan daging yang dibeli, serta memasang CCTV di musolla dan toilet umum. viii digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id DAFTAR ISI SAMPUL DALAM ....................................................................................... ii PERNYATAAN KEASLIAN ...................................................................... iii PERSETUJUAN PEMBIMBING ................................................................ iv PENGESAHAN ............................................................................................ v ABSTRAK .................................................................................................... vi KATA PENGANTAR .................................................................................. vii DAFTAR ISI ................................................................................................ ix DAFTAR TABEL ........................................................................................ xii DAFTAR TRANSLITERASI ...................................................................... xiii BAB I PENDAHULUAN ................................................................ 1 A. Latar Belakang Masalah ................................................ 1 B. Identifikasi Masalah dan Batasan Masalah ................... 16 C. Rumusan Masalah .......................................................... 17 D. Kajian Pustaka ............................................................... 18 E. Tujuan Penelitian ........................................................... 23 F. Kegunaan Hasil Penelitian ............................................. 23 G. Definisi Operasional ...................................................... 25 H. Metode Penelitian .......................................................... 26 I. Sistematika Pembahasan ............................................... 31 BAB II KONSEP SYARIAH DALAM BISNIS PERHOTELAN ... 33 A. Perhotelan dalam Pengertian Umum ............................. 33 1. Pengertian, Fungsi, dan Peranan Hotel .................... 33 2. Pengelompokkan Hotel ............................................ 35 xi digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id 3. Fasilitas dan Pelayanan Hotel .................................. 39 B. Hotel Syariah ................................................................. 41 1. Pengertian Hotel Syariah ......................................... 41 | 2. Standarisasi Hotel Syariah ...................................... 41 C. Prinsip-prinsip Dasar Syariah dalam Perhotelan ........... 43 1. Prinsip Konsumsi ..................................................... 43 2. Prinsip Hiburan ........................................................ 50 3. Prinsip Kegiatan Usaha ............................................ 53 4. Prinsip Etika ............................................................. 61 5. Prinsip Tata Letak ................................................... 68 BAB III HOTEL GRAND KALIMAS SYARIAH SURABAYA ..... 69 A. Gambaran Umum Hotel Grand Kalimas Syariah Surabaya ......................................................................... 69 1. Sejarah Hotel Grand Kalimas Syariah Surabaya ................................................................... 69 2. Visi dan Misi Hotel .................................................. 71 3. Tata Tertib Tamu Hotel ........................................... 72 B. Fasilitas dan Pelayanan Hotel Grand Kalimas Syariah Surabaya ........................................................... 73 1. Fasilitas .................................................................... 73 2. Pelayanan ................................................................. 84 BAB IV ANALISIS FASILITAS DAN PELAYANAN HOTEL GRAND KALIMAS SYARIAH SURABAYA DARI SISI EKONOMI SYARIAH ......................................................... 109 A. Analisis Fasilitas Hotel Grand Kalimas Syariah Surabaya ......................................................................... 109 1. Lobby ....................................................................... 109 2. Front Office/Kantor Depan ...................................... 110 3. Toilet Umum ............................................................ 110 4. Kamar Tidur Tamu .................................................. 111 5. Kamar Mandi Tamu ................................................. 113 6. Restoran ................................................................... 113 xii digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id digilib.uinsby.ac.id 7. Ruang Karyawan ...................................................... 114 8. Ruang Ibadah ........................................................... 115 9. Fasilitas dan Kegiatan Hiburan ............................... 116 10. Ballroom ................................................................... 116 B. Analisis Pelayanan Hotel Grand Kalimas Syariah Surabaya ......................................................................... 116 1. Lobby ....................................................................... 116 2. Front Office/Kantor Depan ...................................... 117 3. Toilet Umum ............................................................ 124 4. Kamar Tidur Tamu .................................................. 125 5. Restoran ................................................................... 126 6. Ruang Karyawan ...................................................... 127 7. Ruang Ibadah ........................................................... 127 8. Kegiatan Hiburan ..................................................... 128 9. Ballroom ..................................................................
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