PELATIHAN PENINGKATAN KUALITAS LAYANAN MELALUI PELATIHAN HOSPITALITY DAN KOMUNIKASI EFEKTIF PADA ASUNG GUESTHOUSE AND VILLA, BALI
DOI:
https://doi.org/10.2238/hkfj0r08Keywords:
Hospitality, Komunikasi Efektif, Kualitas Layanan, GuesthouseAbstract
Service quality is an important factor that determines customer satisfaction and business sustainability in the accommodation industry. Asung Guesthouse and Villa, located in Tibubeneng, Canggu, Bali, faces challenges in improving human resource competencies, particularly in hospitality and effective communication. Based on preliminary observations, several issues were identified, including the suboptimal implementation of hospitality standards, varying levels of employee communication skills, the lack of structured service training, and limitations in handling guest complaints and cross-cultural communication. This Community Service Program (Pengabdian kepada Masyarakat/PkM) aimed to improve service quality through hospitality and effective communication training for the employees of Asung Guesthouse and Villa. The methods employed included observation, needs assessment, training delivery, discussions, case studies, service simulations (role plays), mentoring, and evaluation through pre-tests and post-tests. The results of the program demonstrated improvements in participants’ knowledge and skills related to hospitality, service excellence, effective communication, customer complaint handling, and cross-cultural communication. Participants also showed increased confidence in interacting with guests and enhanced capabilities in delivering professional services. The program contributed positively to the development of human resources and supported efforts to improve customer satisfaction and the competitiveness of Asung Guesthouse and Villa. Therefore, hospitality and effective communication training can serve as an effective human resource development strategy for enhancing service quality in accommodation businesses.References
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