PENERAPAN STANDARD OPERATIONAL PROCEDURE OLEH STAFF CUSTOMER SERVICE DALAM MEMBERIKAN PELAYANAN KEPADA WISATAWAN MANCANEGARA DI PT. TAMAN WISATA CANDI BOROBUDUR

ARININGSIH, Nuryuda Irdana, S.P., M.M.

2019 | Tugas Akhir | D3 PARIWISATA

Standard Operational Procedure merupakan suatu pedoman atau acuan untuk melaksanakan tugas pekerjaan sesuai dengan fungsinya. Staff customer service PT.TWCB dituntut untuk berpedoman pada SOP dalam melaksanakan tugasnya dalam memberikan pelayanan kepada wisatawan. Penerapan SOP yang baik oleh staff customer service akan berdampak positive bagi perusahaan dalam memberikan kepuasan kepada wisatawan. Tujuan penulisan ini adalah mengetahui SOP customer service Taman Wisata Candi Borobudur (TWCB) dan mengetahui bagaimana penerapan SOP serta kendala apa saja yang terdapat didalam penerapan SOP customer service wisatawan mancanegara TWCB. Penelitian ini menggunakan metode deskriptif kualitatif dengan teknik pengumpulan data meliputi observasi dan wawancara. Hasil dari penelitian ini adalah bahwa pengunjung merasa puas dan petugas dinilai sudah baik dalam memberikan pelayanan. Ada beberapa kendala-kendaladalam menerapkan SOP pelayana oleh staff customer service , yaitu kurangnya kemampuan bahasa asing, tidak adanya peraturan atau kebijakan yang jelas tentang penggunaan kartu pelajar untuk mendapatkan harga pelajar oleh wisatawan mancanegara yang berstatus pelajar, dan kurangnya pengetahuan tentang hospitality oleh staff customer service PT.TWCB. Kata kunci: SOP, customer service mancanegara, borobudur.

Standard Operational Procedure is a guideline or reference for carrying out work tasks in accordance with their functions. PT.TWCB's customer service staff are required to be guided by the SOP in carrying out their duties in providing services the tourist. Good implementation of SOP by customer service staff will have a positive impact on companies in providing satisfaction to tourist. The purpose of this paper is to know the SOP of Borobudur Tourism Park (TWCB)'s Customer Service and to know how the SOP is applied as well as what obstacle are in the application of TWCB foreign service customer service SOP. This research uses a qualitative descriptive method with data collection techniques including observation and interviews . The results of this study were that visitors were satisfied and officers were considered good at providing services. There are several obstacles iimplementing SOP's by customer service staff, namely the lack of foreign language skills, the absence of clear rules or policies regarding the use of foreign tourist student cards to obtain student prices by foreign tourist with student status and lack of hospitality knowledge by customer service staff . keywords: SOP, international customer service, borobudur

Kata Kunci : SOP, customer service mancanegara, Borobudur