STANDARD OPERATING PROCEDURE (SOP) HANDLING EMERGENCY SITUATIONS BY A CUSTOMER SERVICE OFFICER IN ADISUTJIPTO INTERNATIONAL AIRPORT PT ANGKASA PURA I (PERSERO)

REYNALDY D MAHENDRA, Dr. Endang Soelistiyowati, M.Pd.

2020 | Tugas Akhir | D3 BAHASA INGGRIS

Dewasa ini, pengguna jasa bandar udara semakin meningkat seiring dengan meningkatnya komoditas pariwisata di Indonesia. Hal ini tentunya harus dibarengi dengan kualitas dan kesigapan pelayanan yang tersedia di bandara dalam semua keadaan, khususnya keadaan darurat. Penulisan tugas akhir ini bertujuan untuk menjelaskan Standar Operasional Prosedur (SOP) dalam penanganan saat keadaan darurat oleh staf customer service di Bandara Internasional Adisutjipto PT Angkasa Pura I (Persero). Metode yang digunakan untuk pengumpulan data tugas akhir ini adalah studi lapangan dan studi pustaka. Studi lapangan berisi observasi dan wawancara. Penulis juga melakukan pengamatan langsung dengan menjalani program magang menjadi salah satu staf customer service dari divisi Airport Service and Hospitality Section, Bandara Internasional Adisutjipto PT Angkasa Pura I (Persero). Sedangkan dalam studi pustaka, penulis melakukan dan menggunakan referensi dari buku, artikel, situs web, dan jurnal yang berkaitan dengan tugas akhir ini. Berdasarkan hasil diskusi dalam tugas akhir ini, keadaan darurat adalah suatu hal yang terjadi secara tiba-tiba yang dapat merugikan baik untuk perseorangan, kelompok orang, dan lingkungan sekitar sehingga harus ditangani secepatnya. Airport Services and Hospitality Section bertanggung jawab penuh atas pelayanan kepada customer dalam situasi apapun termasuk keadaan darurat. Dalam menangani keadaan darurat, tentunya dibutuhkan penanganan khusus yang telah di atur oleh PT Angkasa Pura I (Persero). Staf Customer Service yang menjadi bagian dari Airport Services and Hospitality Section, melakukan penanganan khusus tersebut dengan mengikuti Standar Operasional Prosedur (SOP) yang terdapat dalam dokumen Penanganan Customer Service Officer Terhadap Keadaan Darurat oleh Airport Service Group PT Angkasa Pura I (Persero), yaitu dengan melakukan mitigasi bencana yang bertujuan untuk mengurangi kemungkinan banyaknya korban dan dengan menyediakan informasi untuk keluarga korban dan media yang meliput berita, lewat pos greeters & meeters. Selain itu, untuk menguji fungsi koordinasi, komunikasi, komando, dan sinkronisasi antar unit dan instansi serta menguji, melatih, sekaligus memantapkan kemampuan personil sesuai bidang tugas dalam rangka penanggulangan Terhadap Keadaan Darurat (TKD), PT Angkasa Pura I (Persero) secara berkala melakukan Simulasi Penanggulangan Terhadap Keadaan Darurat (TKD).

Today, airport customers are increasing along with the increase in tourism commodities in Indonesia. This, of course, must be accompanied by the quality and responsiveness of the airport s services in all circumstances, especially emergencies. This graduating paper aims to explain the Standard Operating Procedure (SOP) in handling during emergencies by customer service staff at Adisutjipto International Airport PT Angkasa Pura I (Persero). The method used for data collection this final paper is a field study and literature study. Field studies include observations and interviews. Direct observations were also conducted by undergoing an internship program as one of the customer services staffs of the Airport Service and Hospitality Section, Adisutjipto International Airport PT Angkasa Pura I (Persero). Whereas in the literature study, references from books, articles, web sites, and journals related to the topic were also consulted. Based on the results of the discussion in this final paper, an emergency is something that occurs suddenly which can be detrimental to individuals, groups of people, and the surrounding environment so it must be addressed immediately. The Airport Services and Hospitality Section is fully responsible for service to customers in any situation, including emergencies. In dealing with emergencies, of course, special handling is needed that has been arranged by PT Angkasa Pura I (Persero). Customer Service staffs, part of the Airport Services and Hospitality Section, carry out special handling by following Standard Operating Procedure (SOP) contained in the document Penanganan Customer Service Officer Terhadap Keadaan Darurat by the Airport Service Group of PT Angkasa Pura I (Persero) by carrying out disaster mitigation which aims to reduce the possibility of the number of victims and by providing information to the families of the victims and the media covering the news, via Greeters & Meeters Post. In addition, to test the coordination, communication, command, and synchronization functions between units and agencies as well as to test, train, and at the same time strengthen the capabilities of personnel according to their duties in the context of Handling Emergency Situations (TKD), PT Angkasa Pura I (Persero) regularly carry out simulation of Handling Emergency Situation (TKD).

Kata Kunci : PT Angkasa Pura I (Persero), Airport Services and Hospitality, Customer Service, SOP Penanganan Terhadap Keadaan Darurat, Simulasi, Emergency Situation Handling, Simulation