<![CDATA[This study aims to analyze the handling of guest complaints related to room cleanliness by receptionists at Amaris Hotel Sunset Road Bali based on the LEARN Model, consisting of five stages: Listen, Empathize, Apologize, React, and Notify. The study was conducted due to the continued occurrence of guest complaints regarding room cleanliness and room conditions reported through Online Travel Agent (OTA) platforms and Front Office Logbooks, reflecting a gap between guest expectations and service performance. This research employed a descriptive qualitative method with data collected through observation, interviews, documentation, and literature review. The informants included three receptionists, one Front Office Supervisor, one Housekeeping Supervisor, one Housekeeping staff member, and one guest. Data validity was ensured through source triangulation, technique triangulation, and member checking, while data analysis involved condensation, display, and conclusion verification. The findings indicate that receptionists act as communicators, coordinators, facilitators, and liaisons in the complaint-handling process. The implementation of the LEARN Model supports systematic service recovery through listening, showing empathy, apologizing, taking corrective actions, and conducting follow-ups. However, challenges remain, including limited internal communication facilities and the absence of a specific Standard Operating Procedure (SOP) for room cleanliness. Strengthening coordination, developing SOPs, and conducting regular complaint evaluations are recommended to improve service quality.]]>
