Repository Universitas Negeri PadangAnalisis Penanganan Complaint Guest dengan Metode LEARN (Listen, Empathize, Apologize, React, Notify) dalam Meningkatkan Service Excellence di Four Points by Sheraton BandungMeisi WahyuniPutriauthorManajemen Perhotelan, Departemen Pariwisata, Fakultas Pariwisata dan Perhotelan, Fakultas Pariwisata dan Perhotelan. Penanganan complaint guest merupakan aspek penting dalam meningkatkan kualitas pelayanan di Four Points by Sheraton Bandung. Penelitian ini bertujuan untuk menganalisis penerapan metode LEARN (Listen, Empathize, Apologize, Resolve, dan Notify) dalam menangani keluhan tamu guna mendukung service excellence. Hasil penelitian menunjukkan bahwa metode LEARN membantu staf menangani keluhan secara sistematis, mulai dari mendengarkan keluhan hingga memberikan solusi dan melakukan tindak lanjut. Meskipun demikian, masih terdapat kendala berupa kurangnya koordinasi antarbagian dan belum konsistennya penerapan prosedur. Oleh karena itu, diperlukan pelatihan, komunikasi yang efektif, dan evaluasi berkala agar kualitas penanganan keluhan dan service excellence dapat terus ditingkatkan.Hoaspitality Management2026FPP UNPMonograph

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