MANAJEMEN SDM DALAM PENINGKATAN KINERJA PELAYANAN POKDARWIS DI TAMAN KEHATI HUTAN PELAWAN, BANGKA TENGAH

Abstract

This study aims to analyze the role of human resource management (HRM) in improving the performance and service quality of community-based nature tourism managed by the Tourism Awareness Group (Pokdarwis) at the Pelawan Forest Biodiversity Park (Taman Kehati Hutan Pelawan) in Namang Village, Central Bangka. A qualitative approach was employed through in-depth interviews, field observations, documentation, and literature review to explore HRM practices within the community organization. The findings reveal that HRM practices remain informal, lacking Standard Operating Procedures (SOPs) and clear role distribution, which leads to inconsistent service delivery. Members’ motivation is largely driven by social responsibility and local identity, yet it is not supported by a structured reward system. The study also found limited technical competencies among members, particularly in guiding, environmental interpretation, and visitor safety management. Leadership is participatory but lacks strategic managerial direction, while internal communication relies heavily on informal interactions, often resulting in miscoordination. This research emphasizes that strengthening HRM through SOP development, capacity building, structured communication, and external support is essential to achieve professional, sustainable, and community-based nature tourism management.