Analisis Implementasi Program Pelatihan Karyawan Di Hotel : Meningkatkan Kualitas Layanan Melalui Pengembangan Sumber Daya Manusia

This study aims to explore the influence of employee training on
service quality at Hotel Lawaka in Ampana City. The method used
is a qualitative design with a case study approach, in which data
were collected through in-depth interviews, observations, document
analysis, and audio-visual documentation. The study's results
indicate that employee training at Hotel Lawaka plays a significant
role in improving employees' technical skills, professionalism, and
work attitudes. Training that involves competent instructors,
relevant materials, and interactive methods grounded in hands -on
practice enhances service quality and guest satisfaction. Although
there are challenges related to employee burnout and limited
training, adaptive instructors and tailored training methods that
address employees' practical needs have proven effective. This study
contributes to the literature on employee training in the hospitality
sector and offers practical solutions to improve service quality in
hotels with limited resources. The findings also provide
recommendations for hotel management to improve employee
training programs in a more systematic and structured manner.