HANDLING GUEST COMPLAINT AT TOKIO COFFEE LAB IN MAKASSAR

Abstract

This study aims to (1) identify the types of guest complaints at Tokio Coffee Lab in Makassar, and (2) examine
the procedures used to handle those complaints. Data were collected through observation, interviews, and
literature review. The data were analyzed using a descriptive qualitative approach. The findings reveal that
the current complaint handling practices do not fully align with established procedures and often fail to meet
customer expectations. Furthermore, many types of complaints remain unresolved by baristas and other staff
members. This indicates a need for improvement in both understanding and implementing proper complaint
handling protocols. The study recommends targeted training for employees on complaint resolution and the
development of clear, standardized operating procedures (SOPs). These measures are expected to enhance
service quality and increase customer satisfaction at Tokio Coffee Lab Makassar.