Analisis Kebutuhan Pelatihan Berbasis Workshop Service Excellence bagi Karyawan Aburi Kitchen Cempaka Putih

ABSTRAK
This study aims to identify the service conditions of employees at Aburi Kitchen
Cempaka Putih and determine the need for workshop-based service excellence
training. The study employed a descriptive qualitative method through observation, interviews, and documentation. The findings show that service performance is still influenced by intensive restaurant operations because dine-in services are conducted simultaneously with online delivery orders. Several competency gaps were identified in service attitude, responsiveness, communication, product knowledge, and complaint handling. Based on the analysis, the main training needs focus on improving employees’ knowledge and understanding of service excellence through a workshop-based training approach that suits the restaurant’s operational conditions.
Keywords: service excellence, training needs analysis, competency gap,
restaurant service.

Kajian ini bertujuan untuk mengetahui kondisi pelayanan karyawan Aburi Kitchen
Cempaka Putih dan menentukan kebutuhan pelatihan berbasis workshop service excellence. Kajian menggunakan metode kualitatif deskriptif melalui observasi, wawancara, dan dokumentasi. Hasil kajian menunjukkan bahwa pelayanan masih dipengaruhi kondisi operasional restoran yang padat karena pelayanan dine-in berlangsung bersamaan dengan pesanan online delivery. Ditemukan beberapa competency gap pada aspek sikap pelayanan, ketanggapan pelayanan, komunikasi, product knowledge, dan penanganan komplain. Berdasarkan hasil analisis, kebutuhan utama mitra berfokus pada peningkatan pengetahuan dan pemahaman service excellence melalui pendekatan pelatihan berbasis workshop yang sesuai
dengan kondisi operasional restoran.
Kata Kunci: service excellence, analisis kebutuhan pelatihan, competency gap, pelayanan restoran.