Peningkatan Layanan Pelanggan dan Citra Profesional Karyawan melalui Kecerdasan Emosional pada Sektor Pariwisata
DOI:
https://doi.org/10.61994/bersama.v3i2.1144Keywords:
kecerdasan emosional, layanan pelanggan, pelatihan, pariwisata.Abstract
Industri pariwisata merupakan sektor jasa yang sangat bergantung pada kualitas layanan antarindividu. Salah satu tantangan utama yang dihadapi pelaku usaha pariwisata di Medan adalah rendahnya kecerdasan emosional karyawan, yang berdampak pada kualitas layanan dan citra profesional usaha. Kegiatan pengabdian masyarakat ini bertujuan untuk meningkatkan kompetensi kecerdasan emosional karyawan sektor pariwisata melalui program pelatihan berbasis kebutuhan lokal. Metode yang digunakan meliputi asesmen kebutuhan, penyusunan modul pelatihan, pelaksanaan pelatihan intensif, simulasi layanan, monitoring, dan evaluasi dampak. Sebanyak 20 orang karyawan dari berbagai unit layanan pariwisata di Medan mengikuti pelatihan ini. Hasil pengukuran menunjukkan adanya peningkatan rerata skor kecerdasan emosional peserta dari 69,5 sebelum pelatihan menjadi 74,3 setelah pelatihan. Peningkatan terbesar terjadi pada aspek pengendalian emosi dan empati. Selain itu, program ini berdampak positif terhadap kepercayaan diri peserta, kualitas layanan pelanggan, dan persepsi profesionalisme usaha mitra. Kegiatan ini membuktikan bahwa pelatihan kecerdasan emosional berbasis lokal efektif diterapkan di sektor pariwisata UMKM dan direkomendasikan untuk direplikasi di daerah wisata lain.
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