Rancangan Program Workshop Service Excellence Untuk Karyawan Aburi Kitchen Cempaka Putih

This study aimed to design a service excellence workshop for employees of Aburi Kitchen Cempaka Putih to improve their understanding of service standards. The study was based on the gap between the concept of service excellence and its implementation, particularly in communication, service attitude, and understanding of service standards. The research employed the Research and Development (R&D) method using the ADDIE model, focusing on the design and development stages. Data were collected through documentation and literature review, while training needs were identified using a Training Needs Assessment (TNA) approach through observation, interviews, and documentation. The data were analyzed using expert judgment to assess the feasibility of the program. The result of this study was a workshop design covering the topics of Ability, Attitude, Appearance, Attention, Action, and Accountability in restaurant service. The workshop was delivered through lectures, discussions, and simple simulations, supported by a digital handbook as a learning medium. The program focused on improving employees’ understanding of service standards without measuring changes in behavior or performance. Based on the results of expert validation, the workshop design and digital handbook were considered feasible to be used as learning media to support employees’ understanding of service excellence in restaurant operations.

Kajian ini bertujuan untuk merancang workshop service excellence bagi karyawan Aburi Kitchen Cempaka Putih guna meningkatkan pemahaman terhadap standar pelayanan. Kajian ini didasarkan pada adanya kesenjangan antara konsep service excellence dengan penerapannya, khususnya pada aspek komunikasi, sikap pelayanan, dan pemahaman standar pelayanan. Metode yang digunakan adalah Research and Development (R&D) dengan model ADDIE yang difokuskan pada tahap design dan development. Pengumpulan data dilakukan melalui observasi, wawancara, dokumentasi, dan studi kepustakaan, sedangkan identifikasi kebutuhan pelatihan dilakukan menggunakan pendekatan Training Needs Assessment (TNA). Analisis data dilakukan menggunakan expert judgement untuk menilai kelayakan program yang dikembangkan. Hasil kajian berupa rancangan workshop yang mencakup materi Ability, Attitude, Appearance, Attention, Action, dan Accountability dalam pelayanan restoran. Workshop disampaikan melalui metode ceramah, diskusi, dan simulasi sederhana, serta didukung oleh media buku saku digital sebagai sarana pelatihan. Program yang dirancang berfokus pada peningkatan pemahaman karyawan terhadap standar pelayanan tanpa mengukur perubahan perilaku maupun kinerja. Berdasarkan hasil validasi ahli, rancangan workshop dan media buku saku digital dinyatakan layak digunakan sebagai media pelatihan untuk mendukung pemahaman karyawan mengenai service excellence dalam operasional restoran.