Web-Based Digitalisation of Front Desk Agents to Support Tourism Services at Urban Camping Hostel

Abstract

As the frontline of the business, the front desk agents are required to provide information quickly and accurately. However, the initial service management system at Urban Camping Hostel was still conventional, with booking and guest registration processes recorded separately using Microsoft Excel. This manual system results in long queues, a waste of operational staff time when handling groups of guests arriving simultaneously, and a high risk of data inaccuracy. This research aims to transform these conventional service processes into a web-based digital system through the development of a Front Desk Application. The system development method used is the Waterfall model, encompassing requirements analysis, UML diagram design, coding using the Laravel framework and MySQL database, and testing via black box testing. The results of the study indicate that this web-based application is capable of integrating room data processing, bookings, customer identity records, and the issuance of invoices in a unified manner. This digital transformation has successfully improved the efficiency of receptionists’ working time, eliminated data recording errors, and provided real-time visualisation of room availability to support the enhancement of tourism service quality at Urban Camping Hostel.