EVALUASI SERVICE RECOVERY DALAM UPAYA MENINGKATKAN EFEKTIVITAS KINERJA KARYAWAN PADA RAYZ HOTEL MALANG

The development of the increasingly competitive hospitality industry requires companies to continuously improve service quality in order to maintain customer satisfaction. However, in practice, service failures still frequently occur and result in guest complaints. This phenomenon also occurs at Rayz Hotel UMM, where recurring complaints are still found, particularly in the room division, indicating inconsistencies in the implementation of standard operating procedures (SOP). This condition highlights the need for evaluating the implementation of service recovery as an effort to address service failures. Therefore, this study aims to analyze how the evaluation of service recovery can improve employee performance effectiveness at Rayz Hotel UMM.
This study involves service recovery variable and employee performance effectiveness. Service recovery is measured through three main dimensions, namely distributive justice, procedural justice, and interactional justice, while employee performance effectiveness is assessed based on aspects such as job satisfaction, timeliness, work quality, and commitment. The understanding gained in this research is that effective service recovery evaluation will have a positive impact on increasing the effectiveness of employee performance.
The research method used is a descriptive qualitative approach with the CIPP (Context, Input, Process, Product) evaluation model. Data collection techniques include interviews, observations, and documentation, with triangulation used to ensure data validity. The results indicate that, in general, the implementation of service recovery at Rayz Hotel UMM has been quite good, as evidenced by the existence of clear SOPs and employees' ability to handle guest complaints professionally. However, there are still weaknesses in terms of implementation consistency and a tendency toward reactive rather than preventive approaches, leading to repeated service failures.
Based on the findings, it can be concluded that the evaluation of service recovery plays an important role in improving employee performance effectiveness, particularly in terms of responsiveness, professionalism, and problem-solving ability. The implications of this study suggest the need to strengthen supervision systems, enhance employee training, and continuously improve SOP implementation. Optimal service recovery implementation not only improves employee performance but also strengthens customer satisfaction and loyalty toward the hotel.