LE MECANISME DU TRAVAIL DU SERVICE A LA CLIENTELE POUR VOYAGEURS NATIONAUX ET INTERNATIONAUX DANS PT. ANGKASA PURA I (PERSERO) A L'AEROPORT INTERNATIONAL I GUSTI NGURAH RAI

SHAZKIYA PERMATA B, Rina Widiastuti, S.S., M.A.

2018 | Tugas Akhir | D3 BAHASA PRANCIS SV

Pelayanan merupakan mengakomodasi dan melayani kebutuhan pelanggan. Customer Service berperan penting untuk menangani kebutuhan pelanggan dengan memberikan layanan profesional sampai kebutuhan pelanggan terpenuhi. Dalam dunia penerbangan, peran customer service sangat dibutuhkan untuk membantu para pengguna jasa penerbangan. Menjadi seorang customer service akan selalu diuji tingkat kesabaran dan keramahannya karena, mereka menghadapi berbagai macam karakter wisatawan, baik domestik maupun internasional. Selain itu, customer service juga berperan penting dalam kemajuan pariwisata, karena seorang customer service tidak hanya bertugas melayani dan membantu, tetapi juga memberi informasi atau rekomendasi seputar tempat wisata kepada para pengguna jasa penerbangan. Laporan ini membahas tentang bagaimana mekanisme kerja pelayanan Customer Service terhadap wisatawan domestik dan internasional di PT. Angkasa Pura I (Persero) Bandar udara Internasional I Gusti Ngurah Rai Bali.

Customer Service plays an important role to handle customer needs by providing professional services until customer needs are met. In the aviation world, the role of Customer Service is needed to help the users of aviation services such as passenger check-in, facilitate boarding and deplaning, and also helping the customer�s problems. Being a Customer Service will always be tested for their level of patience and friendliness, because they will face many characteristics of tourists, from domestic and international. In addition, customer service also plays an important role in the progress of tourism, because a customer service is not only serving and helping, but also gives information about tourist attractions or recommendations to the users of aviation services. This report will discusses how the mechanism of service of Customer Service to domestic and international tourists in PT. Angkasa Pura I (Persero) I Gusti Ngurah Rai International Airport Bali.

Kata Kunci : Pelayanan, Pelanggan, Penerbangan, Wisatawan, Pariwisata.