Post-Pandemic Front Desk Agent Training Effectiveness Model: Hospitality Context

This study aims to evaluate the effectiveness of Front Desk Agent training at AKB Hotel post-pandemic. The primary data source was obtained through interviews with Front Office Managers and Front Desk Agents focusing on the training experience and profile of Front Desk Agents. In addition, secondary data from online travel agents reflecting guest complaints regarding Front Desk Agent services were also included. This study combines qualitative and quantitative data by applying qualitative descriptive analysis techniques. This study adopts Woods' theory which details the steps to evaluate training effectiveness: Reaction, Learning Process, Behavior Change, and Outcome. The research sample involved ten Front Desk Agents out of a total of 13 people. The findings indicate the ineffectiveness of post-pandemic Front Desk Agent training at AKB Hotel which emphasizes the need for a more structured and planned training schedule. This study emphasizes the importance of addressing the identified issues through a comprehensive analysis to improve the effectiveness of Front Desk Agent training under challenging conditions.