Manajemen Pelayanan Jemaah Lansia oleh Tour Leader di Multazam Haji Umroh
DOI:
https://doi.org/10.59059/jupiekes.v4i2.3384Keywords:
Elderly Pilgrims, Hajj and Umrah, Multazam Haji Umroh, Service Management, Tour LeaderAbstract
This study discusses the management of elderly pilgrim services by Tour Leaders at Multazam Haji Umrah through the application of planning, organizing, implementing, and supervising functions. The research approach uses phenomenological qualitative methods with data collection techniques in the form of online interviews, indirect observations, and documentation. The results of the study show that planning is carried out from pre-departure by identifying the conditions and needs of pilgrims, including the provision of wheelchairs, special companions, and priority facilities. Organizing is carried out through coordination between Tour Leaders, mutawwif, airports, airlines, and health workers. The implementation of services is adjusted to the condition of pilgrims through mentoring, mobility assistance, and health support. Supervision is carried out through quality assurance and mechanisms for handling problems and complaints. Overall, the service management of elderly pilgrims has been carried out in a structured and systematic manner, so as to support the implementation of safe, comfortable, orderly, and in accordance with the needs of pilgrims. These findings affirm the importance of the role of Tour Leaders in integrating service management functions, as well as providing recommendations for improving the quality of Hajj and Umrah services oriented to the special needs of elderly pilgrims.
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