HANDLING GUEST COMPLAINT AT TOKIO COFFEE LAB IN MAKASSAR

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