Improving Excellent Service Competencies  for Ecolodge Mbeliling Restaurant Staff in East Nusa Tenggara  through Experience-Based Participatory Training

Nonot Yuliantoro; Sandra Maleachi; Juliana Juliana

doi:10.26877/e-dimas.v17i3.26862

Improving Excellent Service Competencies for Ecolodge Mbeliling Restaurant Staff in East Nusa Tenggara through Experience-Based Participatory Training

Nonot Yuliantoro, Sandra Maleachi, Juliana Juliana

Abstract

This Community Service (PKM) activity aims to improve the service competency of restaurant staff at Ecolodge Mbeliling, East Nusa Tenggara, as part of efforts to strengthen human resource capacity in sustainable tourism management. The main problems encountered were low basic service skills and the lack of implementation of standard operating procedures (SOPs) among the local workforce. The implementation method used an experiential, participatory training approach, including theory sessions, demonstrations, SOP implementation simulations, and pre- and post-test evaluations. The results showed a 22% increase in participants' average scores, from 56% in the pre-test to 78% in the post-test. In addition to cognitive improvements, participants also demonstrated positive changes in professional behavior, discipline, interpersonal communication, and awareness of sustainable service principles. These findings strengthen empirical evidence that a practice- and reflection-based training model effectively develops service competencies in the community-based hospitality sector. This activity is expected to serve as a replication model for similar training programs in other ecotourism destinations and to strengthen the role of higher education in community empowerment, in line with the principles of Sustainable Development Goal (SDG) 8 on decent work and economic growth.

Keywords

excellent service; participatory training; sustainable tourism

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DOI: https://doi.org/10.26877/e-dimas.v17i3.26862