PENGUATAN  KOMPETENSI PENGELOLA DESA WISATA MELALUI PELATIHAN PELAYANAN PRIMA  DI DESA WISATA BANTARAAGUNG

Muhammad Abdul Ghoni; Joel Faruk Sofyan; Arian Zikri; Ina Sawitri; Irman Ramdhan Fauzi

doi:10.34127/japlj.v6i1.2357

Authors

Muhammad Abdul Ghoni Universitas Al Azhar Indonesia
Joel Faruk Sofyan Universitas Esa Unggul
Arian Zikri Universitas Muhammadiyah Tangerang
Ina Sawitri STIE GICI
Irman Ramdhan Fauzi Universitas Putra Indonesia Cianjur

DOI:

https://doi.org/10.34127/japlj.v6i1.2357

Keywords:

Tourism Village, Service Excellence, Human Resource Competency

Abstract

This Community Service Program (Pengabdian kepada Masyarakat/PkM) aimed to enhance the competencies of human resources managing the Bantaragung Tourism Village, Majalengka, through service excellence training. The main problems faced by the partners included limited understanding of professional tourism services, inadequate communication skills with tourists, and the lack of optimal service orientation toward visitor satisfaction. The implementation method employed a participatory approach through observation, needs identification, training sessions, service simulations (role play), interactive discussions, and mentoring activities. The training materials covered the concepts of service excellence, tourism service ethics, effective communication, tourist complaint handling, and the development of professional attitudes in tourism services. The results of the program indicated improvements in participants’ knowledge, skills, and awareness regarding the importance of service quality in supporting tourism village development. Participants demonstrated enhanced communication skills, better service attitudes, and improved understanding of professional and tourist-friendly service standards. The program also increased the motivation of tourism village managers to consistently implement excellent service practices in daily tourism activities. With the improvement of human resource competencies, Bantaragung Tourism Village is expected to provide better tourism experiences for visitors and support the development of competitive and sustainable community-based tourism.

References

Dessler, G. (2020). Human Resource Management (16th ed.). Pearson Education. Hermawan, H. (2021). Pengaruh kualitas pelayanan terhadap kepuasan wisatawan pada desa wisata berbasis masyarakat. Jurnal Kepariwisataan, 15(2), 112–120.

Dewi, N. P. A. S., Putra, I. G. B. N. P., & Astini, N. N. S. (2023). Pelatihan service excellent bagi pengelola desa wisata dalam meningkatkan kualitas pelayanan wisatawan. Prosiding Senadimas Undiksha, 8(1), 241–248.

Kementerian Pariwisata dan Ekonomi Kreatif Republik Indonesia. (2023). Pedoman Pengembangan Desa Wisata Berbasis Masyarakat. Jakarta: Kemenparekraf RI.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.

Muhammad, R., Arifin, Z., & Saputra, D. (2025). Pengaruh pengalaman wisata dan kualitas pelayanan terhadap loyalitas wisatawan pada destinasi wisata desa. Journal ofTourism and Hospitality Research, 7(1), 55–68.

Nurhayati, S., Rahmawati, E., & Lestari, D. (2025). Pemberdayaan masyarakat melalui pelatihan pelayanan prima pada pengelola desa wisata. Jurnal Pengabdian Sosial dan Kemasyarakatan, 4(2), 88–97.

Pramesti, A. D. (2024). Penguatan kapasitas SDM desa wisata melalui pelatihan pelayanan prima untuk meningkatkan daya saing destinasi wisata. Jurnal Abdimas Pariwisata, 6(1), 34–42.

Rahmawati, N., Hidayat, T., & Kurniawan, A. (2025). Pendampingan tata kelola desa wisata melalui pelatihan pelayanan prima dan bahasa Inggris pariwisata. Jurnal Pengabdian Masyarakat, 5(1), 21–30.

Sari, M., Handayani, R., & Prasetyo, A. (2020). Pelatihan komunikasi efektif untuk meningkatkan service excellence pengelola homestay desa wisata. BERDAYA: Jurnal Pendidikan dan Pengabdian kepada Masyarakat, 2(3), 145–152.

Sinduwiatmo, K. (2023). Pelatihan pelayanan prima bagi masyarakat desa wisata untuk meningkatkan kualitas layanan wisata. Resona: Jurnal Ilmiah Pengabdian Masyarakat, 7(2), 101–109.

Spencer, L. M., & Spencer, S. M. (1993). Competence at Work: Models for Superior Performance. John Wiley & Sons.

Sulartiningrum, S., & Nofiyanti, R. (2018). Pelatihan peningkatan kualitas SDM bidang pariwisata di Desa Wisata Cikolelet Serang Banten. Jurnal Pengabdian Pariwisata, 3(1), 45–53.

Utami, R. (2023). Sosialisasi sadar wisata dan pelayanan prima dalam meningkatkan kualitas SDM kampung wisata. Jurnal Pengabdian Masyarakat Widina, 2(1), 66–74.

Widayati, S., Nugraha, D., & Permana, R. (2024). Penguatan kompetensi pengelola desa wisata melalui pelatihan pelayanan wisata berbasis masyarakat. Journal of Tourism and Community Service, 5(2), 77–86.