Pelayanan Penumpang di Luxury Lounge Stasiun Surabaya PasarTuri

Wiji Lestari, Setyo Denok (2024) Pelayanan Penumpang di Luxury Lounge Stasiun Surabaya PasarTuri. [Experiment] (Unpublished)

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Abstract

This report discusses the internship activities conducted at the Luxury Lounge of Surabaya Pasarturi Station, which are part of the TEFA Hospitality learning program. The internship aimed to provide practical experience in the hospitality field, particularly in front office operations, customer service, and guest handling. During the internship, activities included welcoming and assisting guests, handling reservations, providing information, and maintaining service quality according to hospitality standards. The report also highlights the importance of professional communication, problem-solving, and teamwork in ensuring guest satisfaction. Several challenges were encountered, such as managing guest complaints and adapting to a fast-paced working environment, which became valuable learning experiences for improving competence. Through this internship, the author gained deeper insights into the hospitality industry, especially the implementation of service excellence in a railway station lounge. The internship not only enhanced technical and interpersonal skills but also strengthened readiness to enter the professional hospitality field.

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