<![CDATA[Official guest services at the reception desk constitute a form of administrative service serving as the initial point of interaction between the correctional institution and external parties. This study aims to analyze the implementation of official guest services at the reception desk of the Class I State Detention Center in Surabaya, based on George C. Edwards III’s policy implementation perspective. A descriptive qualitative approach was employed, with data collected through observation, interviews, and documentation. Informants were selected purposively based on their involvement in the official guest service process. Data analysis involved data reduction, data presentation, and conclusion drawing, utilizing source and technique triangulation to ensure data validity. The results indicate that the service implementation follows a workflow understood by the staff—ranging from guest reception, identity verification, and registration to confirmation with relevant units and direction to the destination room. Regarding communication, service coordination is taking place, though internal information regarding the presence of officials or staff is not always systematically available. In terms of resources, a shortage of staff specifically assigned as receptionists means that service delivery still relies on support personnel, including interns. Regarding disposition, the staff demonstrate a positive service attitude. Meanwhile, regarding bureaucratic structure, a practical division of roles has been established, yet it lacks support from easily accessible written Standard Operating Procedures (SOPs). These findings highlight the need to strengthen coordination, organize human resources, and standardize service procedures.]]>
