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All Journal Nomosleca Jurnal Sosial Ekonomi Perikanan urnal Interaksi: Jurnal Ilmu Komunikasi Avant Garde Jurnal Ilmiah Dinamika Sosial Titian: Jurnal Ilmu Humaniora CENDEKIA : Jurnal Ilmu Pengetahuan Jurnal Ilmiah Wahana Pendidikan International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Arus Jurnal Sosial dan Humaniora Jurnal Ilmu Komunikasi Dan Media Jurnal Cakrawala Informasi (JCI) Jurnal Masyarakat Indonesia Jurnal Indonesia Sosial Sains Journal of Indonesian Society Empowerment Indonesian Social Science Review
Intan Mustafa
Universitas Nusa Nipa
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Peran Public Relations Officer dalam Menangani Keluhan Tamu pada Departement Front Office: (Studi Kasus Capa Resort Maumere) Indah, Emilia Faujia; Retu , Markus Kristian; Mustafa, Intan
Arus Jurnal Sosial dan Humaniora Vol 4 No 3: Desember (2024)
Publisher : Arden Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57250/ajsh.v4i3.928

Abstract

Perkembangan industri perhotelan, seperti yang terjadi di Capa Resort Maumere, telah memicu persaingan yang sangat ketat, sehingga pelayanan yang prima (service excellent) menjadi faktor penting dalam memuaskan tamu. Dalam hal ini, penanganan keluhan tamu dilakukan secara khusus oleh Public Relations Officer (PRO), yang berperan sebagai bagian dari strategi penanganan keluhan untuk memastikan setiap masalah dapat diatasi dengan efektif. Tujuan dari penelitian ini adalah untuk menganalisis strategi yang digunakan dalam penanganan keluhan serta faktor-faktor yang mendukung dan menghambat proses tersebut oleh Public Relations Officer di Capa Resort Maumere. Penelitian ini menggunakan paradigma konstruktivisme dengan pendekatan kualitatif. Data dikumpulkan melalui observasi dan dokumentasi, serta pengalaman sebagai front office yang pernah menangani keluhan tamu. Public Relations Officer bertanggung jawab untuk menangani ketidakpuasan tamu yang timbul akibat pelayanan yang diberikan. Di Capa Resort Maumere, strategi penanganan keluhan meliputi beberapa tahap, antara lain mendengarkan keluhan, menyampaikan permintaan maaf, melakukan crosscheck sistem, dan pemulihan pelayanan untuk tamu. Faktor yang mempengaruhi keberhasilan penanganan keluhan di hotel ini termasuk penerapan prosedur operasi standar (SOP) yang jelas, yang menjadi kekuatan dalam menangani keluhan. Namun, faktor emosional tamu juga bisa menjadi penghambat, karena dapat memperburuk situasi dan memperlambat penyelesaian keluhan. Secara keseluruhan, penanganan keluhan oleh front office Capa Resort Maumere didasarkan pada SOP yang lengkap dan sistem crosscheck ganda, yang memastikan keluhan ditangani dengan tepat dan detail. Dengan adanya prosedur crosscheck ganda ini, penanganan keluhan menjadi lebih efisien dan dapat meminimalkan munculnya keluhan yang sama setelah masalah terselesaikan. Kata Kunci: Public Relations Officer, Perhotelan, Capa Ressort, Front Office, Layanan Tamu
Pemanfaatan Media Sosial Facebook “Buletin Sikka” Sebagai Media Publikasi Kegiatan Pemerintahan (Studi Deskriptif Pada Bidang Protokol dan Komunikasi Pimpinan) TB Inan Malywanni Woga; Intan Mustafa; Markus Kristian Retu
Jurnal Cakrawala Informasi Vol 4 No 2 (2024): Desember : Jurnal Cakrawala Informasi
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat (LPPM) - Institut Teknologi dan Bisnis Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jci.v4i2.501

Abstract

This research aims to analyze the use of Facebook social media, especially the "Sikka Bulletin" page as a means of publishing government activities carried out by the Protocol and Communication Section of the Sikka Regency Leadership. In the digital era, social media has become an important means of disseminating information quickly and widely to the public. This research uses qualitative methods with a descriptive approach, as well as data collection techniques through participatory, non-participatory observation, and interviews with Facebook users and documentation. The research results show that the "Sikka Bulletin" is effective in conveying information related to government activities to the public. However, there are several aspects that need to be improved, such as optimizing posting times, increasing interaction with the public, and presenting more complete information. The improvements made can increase the effectiveness of publications and strengthen communication between the government and the community. Apart from that, a more effective promotional strategy is needed to expand the reach of the content. Overall, the Sikka Bulletin has great potential to become a more transparent and interactive publication media, so that it can strengthen relationships and encourage community participation in various government activities.
The Role of Effective Communication Training to Improve Skills and Productivity by the Sikka Regency Manpower and Transmigration Service Silvesta, Yosefina Pausta; Mustafa, Intan; Sedu, Viktor Ariestyan
Jurnal Indonesia Sosial Sains Vol. 6 No. 1 (2025): Jurnal Indonesia Sosial Sains
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jiss.v6i1.1558

Abstract

Effective communication is crucial in enhancing skills and productivity in various sectors, including community and organizational development. Conflicts often arise in daily interactions, and effective communication plays a pivotal role in identifying and resolving these issues constructively. This research aims to describe the activities carried out during training organized by the Sikka Regency Manpower and Transmigration Service at the Karya Ilahi Foundation and Avco Dai Adaesa Bola Processing to find out the role of effective communication in improving skills and productivity at the Karya Ilahi Foundation. Researchers used descriptive qualitative research methods. Data collection techniques use observation and documentation. The results show that with effective communication, conflicts can be identified and resolved in a constructive way. Interesting during the training at the divine work foundation: This training provides a number of materials about dealing with children with special needs, so that teachers and employees are better prepared to deal with various situations in the school environment. Providing this training helps the community to better utilize local resources such as coconut which can be processed with various types, one of which is VCO.
Pelatihan Public Speaking dalam Peningkatan Kapasitas bagi Penasihat Anak terkait Pemenuhan Hak Anak di Kabupaten Sikka, Nusa Tenggara Timur Mustafa, Intan
Journal of Indonesian Society Empowerment Vol. 3 No. 2 (2025): December
Publisher : Yayasan Lentera Avanya Nagari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61105/jise.v3i2.311

Abstract

The fulfillment of children's rights is a shared responsibility that requires active participation from various stakeholders, including child advisors who interact directly with children in diverse contexts. Effective communication skills, particularly in public speaking, are essential for child advisors to convey information, build trust, and advocate for children's rights effectively. This program aimed to enhance the capacity of child advisors through a comprehensive and practical public speaking training. Organized by Yayasan FREN, the training served as a contribution to strengthening the role of child advisors across different sectors. The methods used included lectures, simulations, hands-on practice, and performance evaluations. Results showed that 95% of participants found the training highly beneficial, with many expressing hopes that similar trainings be conducted regularly, both in their respective schools and at the district level. Additionally, there was a significant improvement in participants’ self-confidence, public speaking techniques, and understanding of the importance of effective communication in advocating for children's rights. Therefore, this training not only enhanced technical skills but also reinforced the role of child advisors as agents of change in the protection and fulfillment of children's rights. Pemenuhan hak anak merupakan tanggung jawab bersama yang membutuhkan peran aktif dari berbagai pihak, termasuk penasihat anak yang berinteraksi langsung dengan anak-anak dalam berbagai konteks. Kemampuan komunikasi yang efektif, khususnya dalam bentuk public speaking, menjadi keterampilan penting bagi penasihat anak untuk menyampaikan informasi, membangun kepercayaan, dan memperjuangkan hak-hak anak secara optimal. Program ini bertujuan untuk meningkatkan kapasitas penasihat anak melalui pelatihan public speaking yang dirancang secara komprehensif dan aplikatif. Kegiatan ini dilaksanakan oleh Yayasan FREN sebagai bentuk kontribusi dalam penguatan peran penasihat anak di berbagai lini. Metode pelaksanaan meliputi penyampaian materi, simulasi, praktik langsung, dan evaluasi performa peserta. Hasil kegiatan menunjukkan 95% menyatakan pelatihan sangat bermanfaat, dan banyak di antara mereka menyampaikan harapan agar pelatihan seperti ini dilanjutkan secara berkala, baik di sekolah masing-masing maupun dalam skala kabupaten. Selain itu, terdapat peningkatan signifikan dalam kepercayaan diri, teknik berbicara di depan umum, serta pemahaman peserta terhadap pentingnya komunikasi efektif dalam advokasi pemenuhan hak anak. Dengan demikian, pelatihan ini tidak hanya meningkatkan keterampilan teknis, tetapi juga memperkuat peran penasihat anak sebagai agen perubahan dalam perlindungan dan pemenuhan hak anak.
Co-Authors Avilanti, Maria Balzano, Mario Desire ED, Maria Yosephine Fantiola, Maria Stevania Haryati, Fransiska Ingelberta Ricfrida Sri Iku, Katrinsia Sintia Indah, Emilia Faujia INTAN, AGUSTINA NONA Irdam Riani, Irdam Kedoh, Lodowik N. Kedoh, Lodowik Nikodemus Kriswinda Adventuriani Kalore Kurnyati, Arlinda Icha M. Rangga, Phillipiana Markus Kristian Retu Oktavia, Maria Onu La Ola, Onu Retu , Markus Kristian RETU, MARKUS KRISTIAN Sadipun, Marcellina Menci Septianindy Samin, Fransiska Novita SANDRY, OKTAVIANUS NONG Silva, Maria Sabina Da Silva, Wilhelmina Cathrin Zanta Febronia Da Silvesta, Yosefina Pausta Taping, Lidya Rosiana TB Inan Malywanni Woga Tibo, Irvan Titus Tius, Imelda Krisdayanti Tukan, Clariska Putri Ayunda Viktor Ariestyan Sedu Yonas Klemens Gregorius Dori Gobang Yosefina Pausta Silvesta