Driving Travel Reservation Performance: The Power of Hotel Partnerships

Abstract

This study examines the effectiveness of hotel cooperation contracts in enhancing the internal performance of travel agent reservation departments, with a case study at Travel Agency X. Using a qualitative approach, data were collected over five months through interviews, observations, and documentation involving nine respondents from internal teams and hotel partners. Data analysis followed the stages of data reduction, data presentation, and conclusion drawing with continuous verification. The findings reveal that hotel cooperation contracts are generally effective, although their implementation faces several challenges, including coordination constraints, repetitive confirmation processes, and delays in contract renewal. These issues create administrative and communication barriers in reservation operations. Nevertheless, operational performance stability is maintained through proactive initiatives by reservation staff and mitigation measures implemented by the contracting department. These results highlight the importance of contract effectiveness and communication efficiency in supporting operational performance within the tourism industry.

Keywords:   effectiveness, hotel contract, reservation, travel agent