Strategi Pengelolaan Kinerja Tim Event dalam Mendukung Kualitas Pelayanan dan Kepuasan Pelanggan pada Industri Wedding Organizer

Abstract

The wedding organizer industry is one of the service sectors that heavily relies on the quality of human resources in delivering services to customers. The success of a wedding event is not only determined by the event concept but also influenced by the ability of the event team to perform their duties in a coordinated and professional manner. Therefore, team performance management becomes an essential aspect in supporting service quality and creating customer satisfaction. This study aims to analyze the strategies of event team performance management in supporting service quality and customer satisfaction at Mahar Agung Organizer. The research employed a descriptive qualitative approach using a case study method. Data were collected through participant observation, semi-structured interviews, and documentation. The informants consisted of the General Manager of Mahar Agung Organizer and a crew member who had previously served as an event coordinator. The findings indicate that event team performance management is implemented through clear task allocation, pre-event briefing sessions, team coordination, supervision during the event, and post-event evaluation. These strategies contribute to maintaining professionalism, improving the team's responsiveness to customer needs, and ensuring the smooth execution of the event. High-quality service also influences customer satisfaction, which is reflected in the minimal number of complaints, positive communication, and increased customer trust in the services provided. Therefore, effective event team performance management is considered an important factor in supporting service quality and customer satisfaction within the wedding organizer industry.