EVALUASI PENGEMBANGAN KARYAWAN DALAM MENINGKATKAN KINERJA KARYAWAN PADA TAMU RAYZ UMM HOTEL MALANG

This study aims to evaluate the effectiveness of employee development programs in improving employee performance at Rayz UMM Hotel Malang. The evaluation model used in this study is the CIPP (Context, Input, Process, and Product) evaluation model to evaluate the implementation of development programs at Rayz UMM Hotel Malang. Before the development program was implemented, there was a phenomenon found in the study, namely the less than optimal performance of several employees, especially in terms of guest service, such as the lack of friendly body gestures, lack of confidence in handling guest complaints, and communication skills that need to be improved. Through an evaluation of the employee development program, this study tries to explore the effectiveness of the implementation of the training program that has been given. The research method used is descriptive qualitative with data collection through observation, interviews, and documentation. The results of the study showed that the success rate of the training was estimated to reach 85%, which means that the development program is said to be very effective, most employees experienced positive development after participating in the training program, but it cannot be said to have reached 100%, which means that there are still 15% of several obstacles that hinder the effectiveness of this program.