Pelatihan Penanganan Keluhan Kantor Depan Hotel Untuk SMK Pariwisata Gema Gawita
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Pelayanan prima dalam industri perhotelan menuntut kemampuan tenaga kerja dalam menangani keluhan tamu secara profesional. Berdasarkan hasil observasi di SMK Pariwisata Gema Gawita Tangerang, ditemukan bahwa siswa masih membutuhkan penguatan keterampilan dalam penanganan keluhan. Kegiatan Pengabdian kepada Masyarakat ini bertujuan untuk meningkatkan kompetensi siswa melalui pelatihan penanganan keluhan berbasis teori dan praktik. Metode yang digunakan meliputi sosialisasi, penyampaian materi, study case, role play, pendampingan, serta evaluasi dengan instrumen pre-test, post-test, dan lembar penilaian kepuasan peserta. Pelatihan diikuti oleh 29 siswa kelas X Akomodasi Perhotelan 1. Hasil menunjukkan adanya peningkatan pemahaman siswa, yang ditunjukkan oleh kenaikan total skor pre-test sebesar 124 menjadi 134 pada post-test. Selain itu, hasil evaluasi menunjukkan tingkat kepuasan yang tinggi dengan nilai rata-rata 4,36, khususnya pada indikator peningkatan kepercayaan diri dan efektivitas metode role play. Temuan ini menunjukkan bahwa pelatihan yang mengintegrasikan teori dan praktik efektif dalam meningkatkan kemampuan komunikasi empatik dan strategi service recovery siswa. Program ini diharapkan menjadi model pembelajaran berkelanjutan bagi penguatan kompetensi siswa di bidang hospitality.
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