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SOP Used by Tou Guides in Se ing Fo eign Tou is a Balapu adewa Museum
M. Ihsan Adi ya
S a e Poly echnic o S iwijaya
Re iewed: June 1, 2024 | Re ised: June 17, 2024 | Accep ed: June 29, 2024
ABSTRACT: The a icle aims o know he English P ocedu es Used by Tou Guide In Se ing Fo eign
Tou is s a Balapu adewa Museum as one o he ou ism des ina ions in Palembang. The me hod used
by he w i e is a desc ip i e me hod. This me hod consis s o a echnique o collec ing da a. The da a
we e collec ed h ough ques ionnai es and in e iews abou he in o ma ion needed acco ding o he
exis ing phenomena. The da a ob ained om hese me hods se ed as he p ima y ma e ial o
o mula ing he English p ocedu es used by ou guides in se ing o eign ou is s a he museum. The
de eloped p ocedu es aim o imp o e he quali y o in e ac ions be ween he ou guide and he ou is .
These p ocedu es a e poised o ele a e he museum's epu a ion as a p e e ed des ina ion o o eign
ou is s and con ibu e o a mo e imme si e and enjoyable cul u al expe ience o isi o s om a ound
he wo ld.
Keywo ds: p ocedu es, ou guide, Museum Balapu adewa
INTRODUCTION
Tou ism is one sec o ha is being de eloped by he go e nmen . This is because
ou ism has a e y impo an ole in Indonesia's de elopmen , especially as a o eign exchange
ea ne . Acco ding o Yoe i (2008: 109) in No ian i (2014), ou ism is a jou ney unde aken by
someone o a while om one place o ano he by lea ing he o iginal place wi hou planning
o no making a li ing in he place he isi ed, bu solely o enjoy ou ism o ec ea ion o ul ill
wishes.
Acco ding o Wijaya, e .al. (2016: 15), in connec ion o cul u al he i age-based ou ism,
he use o his o ical he i age may be sepa a ed in o wo ca ego ies: physical use ( ou is ) and
non-physical use ( ela ed o cul u al meanings and noble alues). Th ough hese iews, i can
be seen ha cul u al he i age has he po en ial as a ou ism objec h ough i s exo icism,
uniqueness, and sca ci y. A e seeing he po en ial and alue i has, hen i will aise he
ques ion o how o make i a ou ism objec .
The apid de elopmen o he ou ism indus y should also be balanced wi h he
de elopmen o i s human esou ces because humans a e he d i ing o ce o all ou ism
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ac i i ies and a e he mos impo an ac o . Human esou ces in he ield o ou ism include
manage s o ou is a eas, ou leade s (Tou leade s), and all hose in ol ed in managing ou is
a eas. The pe o mance o human esou ces is one o he mos impo an ac o s ha need o
be conside ed o achie e success in ou ism managemen , especially he pe o mance o ou
guides because hey a e he i s people ou is s mee .
A ou guide is someone who p o ides in o ma ion o educa ion abou a ou is
a ac ion. Based on he decision o he Menpa pos el numbe KM.82/PW/.102/MPPT-88, a
ou guide is someone whose job is o p o ide guidance, in o ma ion, and ins uc ions abou
ou is objec s, and o help wi h e e y hing ha ou is s need.
Acco ding o Yoe i (2008) in No ian i (2019: 23), a ou guide is someone who explains,
and gi es ins uc ions o ou is s abou e e y hing ha will be seen, wi nessed by ou is s, when
isi ing a pa icula objec , place o a ea. The ole o a ou guide is e y impo an in a ou is
des ina ion, o example in a museum, because wi h a ou guide isi o s can know o
unde s and wha is on display a he museum and also isi o s can know he his o y o each
collec ion on display.
The go e nmen and ou ism business ac o s de elop he ou ism sec o by building
se e al ou ism businesses, namely ou is a ac ions, ou ism a eas, ou is anspo a ion
se ices, ou a el se ices, ood and be e age se ices, p o ision o accommoda ion,
o ganizing en e ainmen and ec ea ional ac i i ies, o ganizing mee ings, incen i e ips,
con e ences, exhibi ions, ou ism in o ma ion se ices, ou ism consul ing se ices, ou guide
se ices, wa e ou ism, spas, and a el agen s.
Acco ding o Sa agih, e al. (2015: 11), one o he uniqueness o he Balapu adewa
museum ha is no owned by o he museums is ha he Balapu adewa museum has mo e han
4,000 displays in i s collec ion. Ano he uniqueness is he py amid o houses which a e
app oxima ely 300 yea s apa . And his Limas House is also used as an icon o Rp. 10,000
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denomina ions we e p in ed om 2005-2010. The Balapu adewa museum is isi ed by many
local and o eign ou is s. Thus, he ole o a museum ou guide is needed o guide isi ing
ou is s.
Based on he desc ip ion abo e, he w i e belie es ha being a ou guide is an
impo an pa o he museum. The e o e he w i e chose he i le "SOP Used by Tou Guides
in Se ing Fo eigne s a Balapu adewa Museum.
METHOD
The me hod used by he w i e is desc ip i e me hod. The desc ip i e me hod can be
in e p e ed as a p oblem-sol ing p ocedu e ha is in es iga ed by desc ibing he s a e o he
subjec o objec in esea ch which can be in he o m o people, ins i u ions, communi ies and
o he s which a e cu en ly based on isible ac s o wha hey a e. Sugiyono (2005: 21) s a es
ha he desc ip i e me hod is a me hod used o desc ibe o analyze a esea ch esul bu is no
used o make b oade conclusions. Based on he de ini ion o desc ip i e me hod, he w i e
iden i ied, and desc ibed abou he ou guides p ocedu e a Balapu adewa museum.
To comp ehensi ely ga he he essen ial in o ma ion o his me iculous s udy, he
w i e employed a mul i ace ed app oach, de ly employing a combina ion o ques ionnai es
and in e iews, while also me iculously cu a ing da a om he esea ch subjec and colla ing
in o ma ion om a ple ho a o di e se sou ces.
The u iliza ion o ques ionnai es and in e iews se ed as in aluable ools, enabling he
w i e o engage di ec ly wi h he a ge pa icipan s and elici hei in aluable insigh s and
pe spec i es. The hough ully designed ques ionnai es allowed he esea che o glean
quan i a i e da a, cap u ing he esponden s' p e e ences, opinions, and expe iences in a
sys ema ic manne . Simul aneously, he in e iews, ca e ully s uc u ed and uns uc u ed,
o e ed a mo e quali a i e dimension, unea hing ich na a i es, expe opinions, and deeply
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oo ed emo ions om he pa icipan s, he eby adding dep h and au hen ici y o he s udy.
In addi ion o hese p ima y esea ch me hods, he w i e as u ely d ew upon he ich
eposi o y o da a a ailable om he esea ch subjec i sel . This i s hand da a was p ocu ed
h ough obse a ions, ield s udies, and in-dep h in e ac ions wi h he subjec o en i y unde
in es iga ion. Such an app oach allowed o an o ganic and in ima e unde s anding o he
subjec , p o iding aluable con ex and nuance ha canno be ob ained om ex e nal sou ces
alone.
Fu he mo e, o enhance he obus ness o he s udy, he w i e emba ked on a
me iculous explo a ion o in o ma ion om di e se sou ces, including epu able academic
jou nals, books, schola ly a icles, epo s, and c edible online eposi o ies. This me hod o da a
collec ion, known as seconda y esea ch, p o ided a b oade pe spec i e and suppo ed he
s udy wi h ele an empi ical e idence and his o ical backg ound.
In conclusion, he w i e 's adep ness in combining ques ionnai es and in e iews,
coupled wi h i s -hand da a collec ion and a disce ning syn hesis o in o ma ion om a ious
sou ces, esul ed in an all-encompassing esea ch endea o . The usion o hese me hodologies
p o ided an in ica e apes y o insigh s and e idence, o ming he bed ock upon which he
s udy is ancho ed. This holis ic app oach o da a collec ion ensu ed he s udy's c edibili y and
e aci y, empowe ing he w i e o p esen a compelling na a i e ha con ibu es signi ican ly
o he body o knowledge in he subjec a ea.
FINDINGS
The esea ch indings del e in o he in icacies and me hodologies employed o
me iculously c a an SOP Used by Tou Guides in Se ing Fo eigne s a Balapu adewa
Museum. To unlock he sec e s o his comp ehensi e p ocedu e, he esea che diligen ly
emb aced a mul i ace ed app oach, skill ully combining he u iliza ion o bo h a hough ully
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designed ques ionnai e and insigh ul in e iews conduc ed wi hin he museum's hallowed
halls.
The ques ionnai e, se ing as a po en ool o da a collec ion, was hough ully
s uc u ed o ex ac in aluable insigh s om he seasoned ou guides and museum employees.
C a ed wi h me iculous a en ion o de ail, he ques ionnai e comp ised a se ies o ca e ully
cu a ed ques ions ha encompassed di e se aspec s o he ou guiding p ocess. Th ough his
me hod, he esea che adep ly explo ed he ou guide's esponsibili ies, hei p o ound
unde s anding o he museum's his o ical signi icance, he wa m h and iendliness exuded
owa ds he o eign isi o s, he a ul a angemen o ou ou es, and he comp ehensi e
e alua ion o hei pe o mance.
Ques ionnai e
The w i e began his phase by planning he ques ions ha would be included in he
ques ionnai e. The w i e posed eigh ques ions abou he SOP u ilised by he ou leade . Each
ques ion is di ided in o nume ous aspec s, including esponsibili ies, unde s anding o he
museum's con en s, iendliness, ou ou e se ings, and ou guide e alua ion. The
ques ionnai e was hen dis ibu ed o i e membe s o he Balapu adewa Museum s a .
Responden s p o ided hei esponses in hei own wo ds. The esul s o he ques ions ha e
been summa ised by he w i e .
The i s elemen is esponsibili ies, and he ques ionnai e includes wo ques ions
ega ding he main esponsibili ies o a ou guide and he esponsibili ies o managing and
di ec ing ou is s. As a esul , he esponden belie es ha he ole o a ou guide is c i ical
since i is di ec ly ied o ou is s in o ganising ou s a he museum in a p o essional, e icien ,
and educa ional manne .
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The second elemen includes wo ques ions abou knowledge o he museum's
collec ions. Acco ding o he esponses, he ou guide mus ha e ex ensi e knowledge o he
museum, including i s his o y, collec ions, a e ac s, and pieces o a ha a e he subjec o he
ou .
In he hi d elemen , he e a e h ee ques ions abou he isi o s' expe ience, s a
communica ion, and isi o e hics. Acco ding o he esponses, ou guides mus p o ide good
se ice, be pa ien , and suppo isi o s' equi emen s. The ou guide mus hen know how o
ask museum employees o assis ance i necessa y, and he ou guide mus p o ide e hical
guidance in he museum, such as no handling he objec s on display.
The ou h elemen conce ned he ou 's ou e se ings. Acco ding o he esponses, he
ou guide mus de ine he ou e ha isi o s will ake, he e o e he ou guide con ols he
sequence o si es o see, he in o ma ion o be deli e ed a each poin , and he expec ed ime
equi ed a each loca ion.
The inal elemen included ou e alua ion and imp o emen . Acco ding o he
esponden s' indings, ou guides mus analyse how a ou goes, as well as e iew eedback
om gues s a e he ou concludes, in o de o imp o e he quali y and e iciency o u u e
ou s.
In e iew
In pu sui o ga he ing opinions, he w i e hough ully a anged an in e iew session
wi h M . Ama ullah, a highly espec ed and es eemed igu e se ing as he head o sub-
adminis a ion a he p es igious Balapu adewa Museum. This in o mal ye in-dep h in e iew
aimed o del e in o M . Ama ullah's weal h o knowledge and expe iences, ex ac ing aluable
pe spec i es on he mos e ec i e and inno a i e ou guide echniques ha could be
seamlessly in eg a ed in o he ope a ions o he Balapu adewa Museum.
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The in e iew, hough ully designed as an uns uc u ed o ma , p o ided a conduci e
en i onmen o M . Ama ullah o eely exp ess his hough s and opinions ega ding he ou
guide s a egies. The w i e skill ully cu a ed a se o en comp ehensi e ques ions, each
ailo ed o un eil a ious aspec s o ou guiding me hods and hei po en ial impac on
enhancing isi o expe iences a he museum.
Th oughou he in e iew, M . Ama ullah demons a ed his p o ound passion o p ese ing
cul u al he i age and ensu ing isi o s' p o ound app ecia ion o he museum's his o ical
signi icance. He openly sha ed his iews on he impo ance o c ea ing a ha monious
a mosphe e be ween ou guides and ou is s, os e ing a sense o genuine wa m h and
iendliness o make each isi a memo able and en iching encoun e .
Mo eo e , he in e iew ouched upon c ucial elemen s such as he bes p ac ices in s uc u ing
ou ou es o op imize he low o in o ma ion and p o ide a cohesi e na a i e o he
museum's as collec ion. M . Ama ullah's insigh s on ailo ing ou expe iences o
accommoda e he di e se needs o isi o s, including amilies, school g oups, and in e na ional
ou is s, p o ed o be in aluable in c a ing a mo e inclusi e and welcoming en i onmen a
he museum.
The in e iew also shed ligh on he signi icance o main aining he highes s anda ds o
p o essionalism among he ou guides. M . Ama ullah emphasized he signi icance o
con inuous lea ning and de elopmen , encou aging ou guides o engage in ongoing
educa ional oppo uni ies o expand hei knowledge and expe ise. This emphasis on
p o essionalism and knowledge dissemina ion se es as a ounda ion o ele a ing he o e all
quali y o he museum's guided ou s.
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Th oughou he enligh ening in e iew, he w i e skill ully cap u ed M . Ama ullah's candid
and eloquen esponses, which now se e as an essen ial eposi o y o wisdom and inspi a ion
o he o mula ion o cu ing-edge ou guide echniques a he Balapu adewa Museum. These
aluable insigh s will be me iculously analyzed and hough ully in eg a ed in o he
de elopmen o a comp ehensi e and well- ounded s a egy ha upholds he museum's
commi men o p o iding an unpa alleled and cap i a ing cul u al expe ience o each and
e e y isi o .
In conclusion, he in e iew wi h M . Ama ullah has p o en o be a pi o al junc u e in he
w i e 's esea ch, o e ing unique pe spec i es and expe guidance o p opel he Balapu adewa
Museum owa ds an e en b igh e and mo e p omising u u e. The sha ed ision o p ese ing
cul u al he i age and os e ing meaning ul in e ac ions be ween ou guides and ou is s will
undoub edly en ich he museum's o e ings, solidi y i s epu a ion, and ele a e i s s a u e as a
leading des ina ion o cul u al en husias s and his o y a icionados om a ound he wo ld.SOP
used by ou guide in se ing o eigne ou is
F om all o he da a ha has been ga he ed h ough obse a ion a Balapu adewa
museum he w i e s a ed o cons uc he sop based on he heo y o Wa dani (2013) and he
ollowings a e he p ocedu es applied by ou guide:
DISCUSSION OF THE FINDINGS
The w i e hough ully in eg a ed a comp ehensi e sequence o s eps, encompassing he
en i e spec um o he ou jou ney, om he wa m ecep ion o isi o s o he hea el closing
momen s. These me iculously c a ed s eps epi omize he a o guiding ou is s h ough an
imme si e and cap i a ing museum expe ience.
The i s hing o do is o wa mly welcome he isi o s and g ee hem wi h happiness. The
ou guide will lead he isi o s in o he wonde ul museum wo ld. Wi h a big smile and a uly
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iendly a i ude, he ou guide gi es a hea el "welcome" o e e yone, making he
a mosphe e in i ing and com o able. This explaina ion ma ches wi h he Na ional Delibe a ion
I o he Associa ion o Indonesian Tou Guides by Dec ee Numbe 07/MUNAS.I/X/1988. I
men ions ha The guide mus be able o c ea e a happy and poli e a mosphe e acco ding o
Indonesian pe sonali ies. This iendly g ee ing makes ou is s eel accep ed and impo an ,
ge ing hem eady o an amazing ad en u e in he museum's special halls..
The nex s ep smoo hly in i es isi o s o s a an exci ing jou ney o disco e y, leading
hem h ough he museum's many collec ions. This aligns wi h he idea om I awa i (2013: 38)
which sugges s gi ing in o ma ion and explana ions abou he objec s and a ac ions ou is s
a e seeing, along wi h his o ical and cul u al de ails and o he in o ma ion. The ou guide
skill ully explains he s o ies and impo ance behind each a i ac and piece o a , wonde ully
e ealing he his o ical backg ound and cul u al de ails ha make hese easu es inc edibly
special. This pa showcases how essen ial he ou guide's knowledge is, as hey kindly espond
o isi o s' ques ions, p o iding ho ough answe s ha co e e e y aspec ..
To do his impo an job well, a ou guide needs o ca e ully lea n all he small and de ailed
hings abou he museum's displays. This explaina ion ma ches wi h he Na ional Delibe a ion
I o he Associa ion o Indonesian Tou Guides by Dec ee Numbe 07/MUNAS.I/X/1988
which explain he guide ies o p o ide good and co ec in o ma ion. I he e a e hings ha
canno be explained, he ou guide mus y o ind in o ma ion abou his and hen con ey i
o ou is s a he nex oppo uni y. They need o eally unde s and he s o ies and his o y behind
each exhibi . Wi h a lo o in o ma ion o sha e, he ou guide becomes like a sou ce o
knowledge, helping isi o s deeply unde s and and enjoy he cul u al easu es kep in he
museum.
Also, he ou guide shows he spi i o being hospi able, adia ing a kind and nice a i ude
ha c ea es a eeling o iendship wi h he isi o s. This iendly beha io c ea es a
