Etika Kerja Seorang Resepsionis Terhadap Pelayanan Tamu Pada Dinas Kelautan dan Perikanan Sumatera Utara

Abstract

Of this research is based on the importance of the receptionist’s role as the front line in creating a positive image of a government institution through the services provided to guests. Good work ethics—such as friendliness, politeness, responsibility, discipline, and professionalism—greatly influence guest satisfaction and the smooth operation of public services. This study aims to identify and analyze the work ethics of a receptionist in providing guest services at the Department of Marine Affairs and Fisheries of North Sumatra Province This research employs a descriptive qualitative method, with data collection techniques including observation, in-depth interviews, and documentation. The informants in this study consist of the receptionist, guests, and employees within the Department of Marine Affairs and Fisheries of North Sumatra. The results show that, in general, the receptionist has implemented good work ethics in serving guests, such as greeting with friendliness, behaving politely, maintaining a neat appearance, and being responsive to guests’ needs. However, several obstacles were identified, including a lack of continuous training, limited resources, and insufficient routine supervision, which sometimes affect the consistency of service. Therefore, it is recommended that the department provide regular training and establish clear standard operating procedures (SOPs) to improve the quality of service and the professionalism of the receptionist.