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All Journal Journal of Innovation Research and Knowledge Jurnal Keker Wisata: Kegiatan Pengabdian Kepada Masyarakat
Yudha Wardhani
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences

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UPAYA PENINGKATAN KUALITAS LAYANAN LAUNDRY MELALUI PENGELOLAAN KELUHAN TAMU OLEH LAUNDRY ATTENDANT DI BEVERLY HOTEL BATAM Stevani Natalina; Yudha Wardhani
Journal of Innovation Research and Knowledge Vol. 5 No. 7 (2025): Desember 2025
Publisher : Bajang Institute

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Abstract

This study examines efforts to improve hotel laundry service quality through guest complaint handling by laundry attendants at Beverly Hotel Batam. The research problem is the increasing number of laundry complaints such as late returns, inadequate cleaning, damage, missing items that threaten guest satisfaction. Objectives are to identify complaint types, describe complaint-handling processes, and analyze how attendants’ actions contribute to service quality improvement. A descriptive qualitative design was used with in-depth interviews, observation, and document review. Findings show attendants perform rapid responses, empathetic communication, problem verification using log books/photos, re-washing or escalating to supervisors, and participate in monthly training and evaluation. These practices improve recovery and guest satisfaction but are constrained by staffing levels, equipment condition, and limited authority for compensation. Conclusion: effective complaint management by laundry attendants positively impacts laundry service quality. Recommendations include increasing staff, updating equipment and Standard Operational Procedure, and ongoing technical and communication training.
Socialization of Room Division Management in Enhancing the Career Readiness of SMKN 10 Batam Students within the Tourism Sector in the Digital Era Supardi; Arina Luthfini Lubis; Andri Wibowo; Yudha Wardhani; Zahara Fatimah; Fidya Farasalsabila; Bintang Cendekia
JURNAL KEKER WISATA Vol. 4 No. 2 (2026): JULI 2026
Publisher : PUSLITABMAS-Politeknik Pariwisata Batamc

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jkw.v4i2.510

Abstract

This Community Service (PKM) initiative aims to enhance student career readiness through the socialization and fundamental training of hospitality management at SMK Negeri 10 Batam. The program is localized in response to the limited student understanding of sectoral career prospects and deficient digital literacy regarding the use of social media for career exploration. Conducted in March 2026 with 120 participants across grades X, XI, and XII, the methodology employed a holistic, interactive, and applied approach, comprising material dissemination, digital practice, open discussions, and pre-test/post-test evaluations. The results indicate a significant improvement in students' comprehension of hospitality management, with an average increase exceeding 60%. Furthermore, this initiative fostered career motivation and awareness in the digital era and established a framework for sustainable collaboration between academia and educational institutions to align graduates' competencies with the demands of the Business and Industrial World (DUDI).
Co-Authors Andri Wibowo Bintang Cendekia Fidya Farasalsabila Lubis, Arina Luthfini Stevani Natalina Supardi Zahara Fatimah