Penguatan Kapasitas Pengelola Agrowisata melalui English for Service, Service Excellence, dan Green Tourism

Abstract

Tepas Papandayan Agrotourism in Garut Regency is supported by local human resources who interact directly with tourists. The initial assessment identified needs related to English communication, service consistency, and environmental management. This community service program was designed to address these needs through English for Service, Service Excellence, and Green Tourism. The activity was conducted on May 5, 2026, and involved 25 participants, including café managers, MSME actors, camping ground managers, baristas, servers, entrance ticket officers, and destination managers. The methods included needs assessment, training, role play, discussion, mentoring, and participatory evaluation. The initial conditions showed that most frontliners were not accustomed to active two-way communication in English, written service SOPs were unavailable, and waste-sorting facilities were limited. The directly observed achievements were participants' ability to practice simple English expressions for asking tourists' needs and explaining services and menu prices, identify service situations requiring standardization and complaint-handling procedures, and recognize common sources of waste at the destination, namely snack packaging, cigarette butts, and food packaging from MSME activities. The team also provided cleaning equipment and additional waste-sorting bins to strengthen the existing facilities. An evaluation questionnaire administered by the Community Service Unit of the Faculty of Economics to the Tepas Papandayan manager resulted in a Very Satisfied rating for the activity. These achievements represent direct results observed during the program and are not interpreted as measurable increases in competence because the activity did not use a pre-test or post-test. Follow-up activities are directed toward job-specific English training, the development of service SOPs, and strengthened waste management and environmentally friendly packaging.

Keywords: agrotourism, english for service, service excellence, green tourism, capacity building.

Abstrak

Agrowisata Tepas Papandayan di Kabupaten Garut didukung oleh sumber daya manusia lokal yang berinteraksi langsung dengan wisatawan. Hasil identifikasi awal menunjukkan masih adanya kebutuhan pada komunikasi bahasa Inggris, konsistensi pelayanan, dan pengelolaan lingkungan. Kegiatan Pengabdian kepada Masyarakat ini dirancang untuk menjawab kebutuhan tersebut melalui English for Service, Service Excellence, dan Green Tourism. Kegiatan dilaksanakan pada 5 Mei 2026 dan diikuti 25 peserta meliputi pengelola kafe, pelaku UMKM, pengelola camping ground, barista, pelayan, petugas tiket masuk, dan pengelola destinasi. Metode pelaksanaan meliputi identifikasi kebutuhan, pelatihan, role play, diskusi, pendampingan dan evaluasi partisipatif. Kondisi awal menunjukkan bahwa sebagian besar frontliner belum terbiasa berkomunikasi aktif dua arah dalam bahasa Inggris, pelayanan belum memiliki SOP tertulis, dan fasilitas pemilahan sampah masih terbatas. Capaian langsung yang teramati setelah sesi pelatihan adalah peserta mempraktikkan ungkapan bahasa Inggris sederhana untuk menanyakan kebutuhan wisatawan serta menjelaskan layanan dan harga menu, mengidentifikasi situasi pelayanan yang membutuhkan standardisasi dan prosedur penanganan keluhan, serta mengenali sumber sampah yang sering muncul di destinasi, yaitu kemasan makanan ringan, puntung rokok, dan kemasan makanan dari aktivitas UMKM. Tim juga memberikan alat kebersihan dan tambahan tong sampah pilah untuk memperkuat fasilitas yang sudah tersedia. Kuesioner evaluasi UPPM Fakultas Ekonomi kepada pengelola Tepas Papandayan menghasilkan penilaian Sangat Puas terhadap pelaksanaan kegiatan. Capaian tersebut merupakan hasil langsung yang dapat diamati selama program dan tidak ditafsirkan sebagai peningkatan kompetensi terukur karena kegiatan tidak menggunakan pre-test dan post-test. Tindak lanjut diarahkan pada pelatihan bahasa Inggris berbasis fungsi kerja, penyusunan SOP pelayanan, serta penguatan pengelolaan sampah dan kemasan yang lebih ramah lingkungan.

Kata kunci : agrowisata; english for service, service excellence, green tourism, penguatan kapasitas.