HUMAN RESOURCE DEVELOPMENT (HRD) STAFF PERCEPTIONS OF CULTURAL DIVERSITY ON SERVICE QUALITY AT ASTON INN HOTEL

The Center of Excellence (CoE) program at Universitas of Muhammadiyah Malang was estabilished prepare millenial students for the professional workforce by developing both soft skills and hard skills, particulary in the hospitality industry. This study aims to examine the perceptions of Human Resource Development Manager (HRD) staff regarding cultural diversity and its influence on service quality at Aston Inn Hotel Batu. The research employed observation and interview methods tp collect data. The findings indicate that cultural diversity among employees contributes positively to service quality when effectively managed by HRD, as it enhances employee professionalism and improves overall guest satisfaction.