Pengaruh Tingkat Staff Empowerment terhadap Job Burnout pada Staff Front Office dan Food and Beverage Service di Onyx Park Resort Ubud
Keywords:
Emotional Labor, Staff Empowerment, job burnout, Front Office, FB Service, Pseudo, AutonomyAbstract
High work pressure in the luxury accommodation industry often triggers professional burnout among front-line employees, particularly during management transitions. As operational standards are tightened, front-line staff are required to consistently deliver premium service while being expected to independently handle guest complaints. However, the ambiguity of jurisdictional boundaries and high emotional regulation demands instead trigger human resource instability, as indicated by an increase in staff turnover rates. Therefore, this study aims to analyze the effect of Emotional Labor and Staff Empowerment on Job Burnout among operational staff at Onyx Park Resort Ubud under the management of PT Gold Dragon Management.
The research approach used is associative quantitative with a survey method. Primary data collection was conducted through the distribution of structured questionnaires utilizing Likert Scale measurements. Sampling in this study applied a total sampling (census) technique, involving the entire population of operational staff in the Front Office and Food & Beverage Service departments. The data analysis techniques utilized include instrument testing, classical assumption testing, and multiple linear regression analysis using statistical software.
The partial test results indicate that Emotional Labor has a positive and significant effect on Job Burnout because constant surface acting demands deplete the mental energy of the staff. Furthermore, an anomaly was found where Staff Empowerment also has a positive and significant effect on Job Burnout due to the "pseudo-autonomy" phenomenon, in which staff are burdened with independent responsibilities without clear boundaries of actual authority and a lack of decision-making training. Simultanously, both variables have a significant effect, where the combination of these two independent variables is dominantly able to explain the variation in the operational staff's Job Burnout levels. Based on these findings, the management is advised to evaluate empowerment policies by formulating transparent Standard Operating Procedures (SOPs) regarding authority boundaries and conducting regular decision-making training.
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