PERAN RESEPSIONIS DALAM MEMBERIKAN PELAYANAN PRIMA ERA PANDEMI COVID-19 PADA COSTUMER DI PT MITRA SISTEM INFORMATIKA CILANDAK-JAKARTA SELATAN

Abstract

ABSTRAK

Sektor dunia bisnis pada saat ini sedang tergunjang dikarenakan adanya pandemi Covid-19. Dengan munculnya wabah ini segala macam kegiatan terpaksa mengalami perubahan kebiasaan yakni harus mematuhi protokol kesehatan yang ketat yaitu selalu menjaga jarak, memakai masker dan selalu mencuci tangan hal ini bertujuan untuk meminimalisir penyebaran virus Covid-19. Hal yang sama juga dilakukan di sektor perkantoran seluruh pegawai wajib mentaati protokol kesehatan ini khususnya di lingkungan kantor pada saat melakukan kegiatan. Penelitian ini tentang peran resepsionis dalam melakukan pelayanan prima terhadap customer pada PT Mitra Sistem Informatika di era pandemi Covid-19. Tujuan dari penelitian ini adalah untuk mengetahui peran Resepsionis pada PT Mitra Sistem Informatika. Wawancara, observasi, dan riset kepustakaan digunakan dalam penelitian. Berdasarkan data, kendala yang dihadapi Resepsionis adalah kurangnya SOP yang diberlakukan apabila menghadapi 2 pekerjaan pada waktu yang bersamaan saat sedang melayani customer serta adanya kendala dalam berkomunikasi dengan customer dikarenakan adanya pembatasan jarak dan protokol kesehatan yang diterapkan di saat pandemi. Peneliti menyarankan bahwa Seorang Resepsionis hendaknya melakukan pengecekan kembali kepada customer untuk menghindari kesalahpahaman dan Resepsionis apabila harus melakukan 2 pekerjaan sekaligus hendaknya meminta izin kepada customer sebelum melakukan pekerjaan berikutnya. Secara keseluruhan kinerja Resepsionis pada PT Mitra Sistem Informatika masih banyak kekurangan sehingga untuk dapat memberikan pelayanan prima yang lebih optimal lagi peneliti menyarankan kepada PT Mitra Sistem Informatika untuk memberikan pelatihan kepada Resepsionisnya sehingga kinerja Resepsionis bisa lebih maksimal.

Kata-kata Kunci: Peran, Resepsionis, Pelayanan Prima, Customer, dan Era Pandemi Covid-19

THE ROLE OF THE RECEPTIONIST IN PROVIDING PRIMARY SERVICE IN THE ERA OF THE COVID-19 PANDEMI TO CUSTOMERS AT PT MITRA SISTEM INFORMATIKA CILANDAK-JAKARTA SELATAN

ABSTRACT

The business sector is currently in a state of shock due to the Covid-19 pandemic. With the emergence of this outbreak, all kinds of activities have been forced to change habits, namely having to comply with strict health protocols, namely always maintaining distance, wearing masks and always washing hands, this aims to minimize the spread of the Covid-19 virus. The same thing is also done in the office sector, all employees are required to comply with this health protocol, especially in the office environment when carrying out activities. This research is about the role of the receptionist in providing excellent service to customers at PT Mitra Sistem Informatika in the era of the Covid-19 pandemic. The purpose of this study was to determine the role of the receptionist at PT Mitra Sistem Informatika. Interviews, observations, and library research were used in the research. Based on the data, the obstacles faced by the receptionist were the lack of SOPs that were applied when facing 2 jobs at the same time while serving customers and the obstacles in communicating with customers due to distance restrictions and health protocols applied during the pandemic. The researcher suggests that a receptionist should check back with the customer to avoid misunderstandings and the receptionist if he has to do 2 jobs at once should ask the customer for permission before doing the next job. Overall, the performance of the receptionist at PT Mitra Sistem Informatika still has many shortcomings so that in order to be able to provide excellent service that is more optimal, the researcher suggests to PT Mitra Sistem Informatika to provide training to the receptionist so that the receptionist's performance can be maximized.

Keyword: Role, Receptionist, Excellent Service, Customer, and Era of The Covid-19 Pandemic