Pemahaman Konsep Hospitality Pada Pelaku Pariwisata di Kabupaten Berau

Theodosia C. Nathalia, Yustisia Kristiana

Sari


Abstract: As a tourist destination, Berau Regency has experienced a significant increase in tourist visits in recent years. Tourism development in Berau Regency still faces several obstacles, including the low quality of tourism destination management, not yet optimal management of regional culture and promotion of tourism destinations that have not been optimal. The tourism industry is closely associated with hospitality which is a major advantage of other industries. There is a need to explore the perceptions of tourism stakeholders about the hospitality concept. The purpose of this study is to analyze the level of understanding of hospitality concepts in tourism stakeholders in Berau Regency. Determination of respondents was done through purposive sampling and snowball sampling methods. Respondents were chosen with the consideration concerned having experience and knowledge in accordance with the focus of the study. The collected data was analyzed by descriptive narrative results of interviews with speakers and results of observations. The results of the study show that tourism stakeholders understand the service more than hospitality concept. Most of tourism stakeholders cannot accurately describe hospitality or distinguish it from service. Only a few of tourism stakeholders can define and describe the hospitality concept, but this still refers to service management terms and concepts. Most tourism stakeholders struggle to express their understanding and perception of hospitality. Practices consistently in carrying out the concept of hospitality can influence the behavior of tourism stakeholders.

Keywords: hospitality, tourism stakeholders, Berau

Abstrak: Sebagai destinasi wisata, Kabupaten Berau mengalami kenaikan kunjungan wisatawan yang cukup mengesankan pada beberapa tahun terakhir. Pengembangan pariwisata di Kabupaten Berau masih menemui beberapa kendala, antara lain masih rendahnya kualitas pengelolaan destinasi wisata, belum optimalnya pengelolaan budaya daerah dan promosi destinasi pariwisata yang belum optimal. Industri pariwisata lekat dengan keramahtamahan atau hospitality yang merupakan keunggulan utama dari industri lainnya. Sehingga terdapat kebutuhan untuk mengeksplorasi persepsi pelaku pariwisata tentang konsep hospitality. Tujuan dari penelitian ini adalah untuk menganalisis tingkat pemahaman konsep hospitality pada pelaku pariwisata di Kabupaten Berau. Penentuan responden dilakukan melalui metode purposive sampling dan snowball sampling. Responden dipilih dengan pertimbangan yang bersangkutan memiliki pengalaman dan pengetahuan sesuai dengan fokus penelitian. Data yang terkumpul dianalisis dengan cara deskriptif naratif hasil wawancara dengan narasumber dan hasil observasi. Hasil dari penelitian menunjukkan bahwa pelaku pariwisata lebih memahami konsep layanan daripada hospitality. Mayoritas pelaku pariwisata tidak dapat secara akurat menggambarkan hospitality atau membedakannya dari layanan. Hanya sedikit dari pelaku pariwisata yang mampu mendefinisikan dan menggambarkan konsep hospitality, namun ini pun masih mengacu pada istilah dan konsep manajemen layanan. Sebagian besar pelaku pariwisata berjuang untuk mengungkapkan pemahaman dan persepsi tentang hospitality. Praktik yang konsisten dalam menjalankan konsep hospitality dapat memengaruhi perilaku dari pelaku pariwisata.

Kata kunci: hospitality, pelaku pariwisata, Berau

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Referensi


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DOI: https://doi.org/10.31294/khi.v10i1.5625

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Terbit setiap bulan Maret & September, ISSN : 2087-0086 (print), 2655-5433 (online)