Grooming Training Berbasis Training Need Analysis untuk Mendukung Profesionalisme dan Kualitas Pelayanan Karyawan Hotel Gets Premiere Semarang
Original Full-Text Article
Download published version for reading and archivingAbstract
Human resources, particularly employee competence, appearance, and professional image, are important factors in creating service quality within the hospitality industry. Based on the results of a Training Need Analysis (TNA) conducted through observations and interviews, inconsistencies were found in the implementation of employee grooming standards at Gets Premiere Hotel Semarang. Therefore, a Hospitality Appearance Excellence Training program consisting of grooming refreshment training and beauty class sessions was conducted to improve employees’ understanding, awareness, and consistency in applying hotel grooming standards. The training evaluation was carried out using the Kirkpatrick Model focusing on the reaction, learning, and behaviour aspects through an online feedback questionnaire, post-training quiz, and grooming compliance check inspection. The results showed that participants responded positively to the training and demonstrated a good understanding of hotel grooming standards. In addition, the inspection results indicated an improvement in grooming compliance across all observed aspects, including personal hygiene, which increased from 65% to 82%, appearance from 70% to 95%, and the use of uniforms and work attributes from 64% to 90%. Training designed based on organizational needs was considered relevant in supporting the implementation of employee grooming standards within the hotel work environment, although periodic monitoring and reinforcement are still needed to maintain consistent workplace behaviour.
Keywords:
Article Metrics & Downloads Graph
Download data
| December 2025 | 0 |
|---|---|
| January 2026 | 0 |
| February 2026 | 0 |
| March 2026 | 0 |
| April 2026 | 0 |
| May 2026 | 0 |
| June 2026 | 0 |
| July 2026 | 0 |
| August 2026 | 0 |
| September 2026 | 0 |
| October 2026 | 0 |
| November 2026 | 0 |
Author Biographies
Program Studi Psikologi, Fakultas Ilmu Pendidikan dan Psikologi, Universitas Negeri Semarang, Kota Semarang, Provinsi Jawa Tengah, Indonesia.
Program Studi Psikologi, Fakultas Ilmu Pendidikan dan Psikologi, Universitas Negeri Semarang, Kota Semarang, Provinsi Jawa Tengah, Indonesia.
Gets Premiere Hotel, Kota Semarang, Provinsi Jawa Tengah, Indonesia.
How to Cite
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC-BY 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
License: All articles are licensed under 
References
Total: 15 References- Alsalamah, A., & Callinan, C. (2022). The Kirkpatrick model for training evaluation: bibliometric analysis after 60 years (1959–2020). Industrial and Commercial Training, 54(1), 36–63. https://doi.org/10.1108/ICT-12-2020-0115.
- Anggraini, F. D., Berliana, N., & Suardana, I. K. (2025). Grooming dan kinerja front office dalam membentuk persepsi tamu terhadap profesionalitas Hotel Grand Puri Saron. Mabha Jurnal, 6(2). https://doi.org/10.70018/mb.v6i2.109.
- Chaturvedi, V. M. (2021). Analysing the role of standard service quality in front office of five star hotels. Elementary Education Online, 20(1), 5829–5836.
- Furani, C., & Rosanto, S. (2025). Analisis evaluasi pelatihan berbasis The New World Kirkpatrick Model pada section Guest Relations Officer di Hotel Intercontinental Jakarta Pondok Indah. JIIP - Jurnal Ilmiah Ilmu Pendidikan, 8(10), 11457–11463. https://doi.org/10.54371/jiip.v8i10.9303.
- Grobelna, A. (2021). Emotional exhaustion and its consequences for hotel service quality: The critical role of workload and supervisor support. Journal of Hospitality Marketing & Management, 30(4), 395–418. https://doi.org/10.1080/19368623.2021.1841704.
- Hsu, W., & Chen, P. W. (2021). The influences of service quality and individual characteristics on vocational training effectiveness. Sustainability, 13(23), 13207. https://doi.org/10.3390/su132313207.
- Kim, K., & Baker, M. A. (2019). How the employee looks and looks at you: Building customer–employee rapport. Journal of Hospitality & Tourism Research, 43(1), 20–40. https://doi.org/10.1177/1096348017731130.
- Lajante, M., Del Prete, M., & Sasseville, B. (2023). Empathy training for service employees: A mixed-methods systematic review. PLOS ONE, 18(8). https://doi.org/10.1371/journal.pone.0289793.
- Lin, M., Ling, Q., Liu, Y., & Hu, R. (2021). The effects of service climate and internal service quality on frontline hotel employees’ service-oriented behaviors. International Journal of Hospitality Management, 97, 102995. https://doi.org/10.1016/j.ijhm.2021.102995.
- Nainggolan, B. M. H., & Amidiola, P. (2021). The role of service quality improves brand image in hotels XYZ: Word of mouth as a mediation. Journal of Management and Leadership, 4(2), 13–37. https://doi.org/10.47970/jml.v4i2.238.
- Rahmawati, D. P., & Seputro, D. N. D. (2025). Peningkatan pemahaman grooming service melalui pelatihan berbasis pretest dan posttest pada karyawan Suweger Indonesia. Bhakti Nagori: Jurnal Pengabdian kepada Masyarakat, 5(2), 456–462. https://doi.org/10.36378/bhakti_nagori.v5i2.4587.
- Savul, S., Ikram, A., Khan, M. A., & Khan, M. A. (2021). Evaluation of infection prevention and control training workshops using Kirkpatrick's model. International Journal of Infectious Diseases, 112, 76-80. https://doi.org/10.1016/j.ijid.2021.09.005.
- Supardi, S., Lubis, A. L., Fatimah, Z., & Wibowo, A. (2025). Enhancing hotel frontliner professionalism through industry-standard grooming training at Planet Holiday Hotel Batam. Jurnal Keker Wisata, 4(1). https://doi.org/10.59193/jkw.v4i1.477.
- Waqanimaravu, M., & Arasanmi, C. N. (2020). Employee training and service quality in the hospitality industry. Journal of Foodservice Business Research, 23(3), 216–227. https://doi.org/10.1080/15378020.2020.1724850.
- Wu, X., Wang, J., & Ling, Q. (2021). Managing internal service quality in hotels: Determinants and implications. Tourism Management, 86, 104329. https://doi.org/10.1016/j.tourman.2021.104329.