Transformasi Layanan Asrama Haji Menuju Standar Hotel Berbintang Melalui Peningkatan Kompetensi SDM Pariwisata Nasional
Keywords:
Transformasi Layanan, asrama haji, Pelatihan SDM, Hospitaliti, Standar Hotel BerbintangAbstract
Transformasi layanan Asrama Haji menuju standar hotel berbintang menjadi kebutuhan strategis dalam meningkatkan kualitas penyelenggaraan ibadah haji di Indonesia. Meningkatnya ekspektasi jamaah terhadap kenyamanan, keramahan, dan profesionalisme pelayanan mendorong Kementerian Haji dan Umrah untuk menyelenggarakan program pelatihan SDM pariwisata di enam lokasi Asrama Haji pada Oktober–November 2025 sebagai langkah awal pembenahan layanan berbasis hospitaliti. Penelitian ini bertujuan untuk menganalisis efektivitas program pelatihan tersebut terhadap peningkatan kompetensi pegawai dan implikasinya terhadap penerapan standar layanan setara hotel berbintang. Pendekatan penelitian menggunakan metode deskriptif kualitatif dengan desain studi multi lokasi melalui observasi, wawancara mendalam, dan telaah dokumen kebijakan terkait. Hasil penelitian menunjukkan adanya peningkatan signifikan pada aspek kapasitas layanan pegawai, terutama dalam dimensi keramahan, kebersihan, komunikasi interpersonal, dan kesadaran pelayanan. Perubahan perilaku layanan terlihat pascapelatihan, disertai penguatan koordinasi operasional dan penggunaan standar kerja berbasis hospitaliti. Meski demikian, perbedaan kesiapan fasilitas, budaya kerja, dan dukungan manajerial antar asrama menghasilkan variasi kualitas implementasi. Penelitian ini menegaskan urgensi keberlanjutan pelatihan melalui monitoring evaluasi periodik, pelatihan berjenjang, penyusunan SOP nasional, sistem reservasi terpusat, uji kompetensi, sertifikasi usaha, serta mekanisme penghargaan kinerja tahunan. Secara strategis, pelatihan SDM pariwisata berdampak positif terhadap citra kelembagaan dan kepercayaan publik, sekaligus membuka peluang pembentukan model pelayanan publik berbasis hospitaliti pada fasilitas keagamaan di Indonesia.
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