Analisis Peran Petugas Terminal Service Officer (TSO) Terhadap Kelancaran Operasional di Area Check In Terminal Internasional Bandara I Gusti Ngurah Rai Bali

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Terminal Service Officer (TSO) is a unit that is tasked with carrying out supervision/inspection of operational support facilities provided by airport managers to maintain smooth operations and comfort of terminal service users. Often the operational mobility of service users in the airport check-in area ishampered due to irregular passenger check-in queues, passengers who sit carelessly in the check-in area which results in inhibited mobility at I Gusti Ngurah Rai Airport Bali. This study aims to find out the role and factors that affect the effectiveness of TSO in ensuring smooth operations in the check-in area. This study uses a descriptive qualitative approach. The data used are primary and secondary data. Primary data was obtained from observations and interviews, while secondary data came from the Standard Operating Procedures (SOP) of terminal service officers, and photographs related to the problem being studied. The data analysis techniques used are data reduction, data presentation and drawing conclusions. To test the validity of the data, triangulation techniques were used. The results of this study show the role of TSO on the smooth operation of the check-in area, namely by conducting supervision in all check-in areas, so that there is no congestion or delay and coordinating with airlines and other units to ensure that each check-in process runs smoothly. Factors that affect the effectiveness of Terminal Service Officers (TSOs) in ensuring smooth operations in the check-in area are communication and cooperation, facilities, and human resources. Where of these three factors, dominant human resources affect effectiveness, because the lack of human resources in the TSO unit can cause difficulties in monitoring the landside area, especially when peak hours are occurring. If obstacles are found that can interfere with the smooth operation, TSO officers will take action to handle these obstacles.