ANALISIS MANAJEMEN STRES KERJA KARYAWAN DEPARTEMEN FRONT OFFICE DI HOTEL GRAND MERCURE MALANG MIRAMA

This study aims to analyze employee work stress management in the Front Office Department of Grand Mercure Malang Mirama Hotel using the CIPP (Context, Input, Process, Product) evaluation model. This research uses qualitative research methods with a descriptive approach, data collected through observation, in-depth interviews, and documentation. The results showed that employee work stress is caused by high workload, role vagueness, erratic shift system, and interpersonal conflict. Although the management has provided counseling services and recovery leave, the utilization is still limited due to the lack of socialization and preventive approaches. Evaluation using the CIPP model shows that in terms of context, the need for a stress management program is very high; in terms of input and process, there are still weaknesses in the implementation and affordability of the program; while in terms of product, the positive impact has not been felt equally by employees. This research recommends strengthening stress management strategies that are more systematic, participatory, and oriented towards the long term welfare of employees.