Visitor handling from first inquiry to post-visit feedback, including conduct rules.
This procedure covers covers inquiry, booking, arrival, registration, briefing, guided activity, feedback and complaint handling.
Draft framework
Draft framework. The SOP number, official title and final wording are set from the approved document once it is uploaded; nothing here is in force until the village adopts it.
The official document number, final wording and annexes are set from the source document once the village uploads it. Editing this page does not change the source PDF.
- SOP number
- SOP-02
- Category
- Pengelolaan dan Pelayanan Pengunjung
- Version
- 1.0
- Last revised
- 18 October 2026
- Responsible
- Operations coordinator, Denda Seruni
This procedure is not in force. It becomes applicable only when the responsible parties approve it and the village adopts it.
A · Purpose & scope#
B · Responsible personnel#
| Role | Responsibility |
|---|---|
| Village authority | Holds the mandate, adopts the procedures, receives the periodic report |
| Operations coordinator | Coordinates the three gates and the daily assignment of staff |
| Gate officer | Registration, ticket, visitor count at each gate |
| Parking officer | Vehicle placement and capacity at each parking area |
| Guide coordinator | Guide roster and interpretation quality |
| Safety duty holder | Pre-departure checks and emergency response |
| Conservation unit | Zoning compliance and mangrove monitoring |
| Finance unit | Fee collection, recording, monthly statement |
| Stall and culinary group | Stall operation and food hygiene |
Accountable party: Operations coordinator, Denda Seruni
C · Operational process#
-
01 Visitor inquiry Start
Route, capacity, price, rules
PIC Reservation unit
-
02 Record the booking Document
Booking form F-03
PIC Reservation unit
-
03 Confirmation sent Process
Conduct rules attached
PIC Reservation unit
-
04 Registration at arrival Process
Group counted
PIC Gate officer
-
05 Safety briefing Warning
Mandatory before activity
PIC Guide
-
06 Guided activity and feedback End
Feedback form F-04
PIC Guide
Equipment & materials#
- Booking form and daily sheet
- Conduct rules leaflet
- Registration book
- Feedback form
D · Detailed procedure#
- Answer every inquiry with route, capacity, price and the conduct rules.
- Record the booking: date, group size, route, guide and fee.
- Send a written confirmation with the conduct rules attached.
- Register the group on arrival and confirm the group count.
- Deliver the safety and conduct briefing before the activity starts.
- Collect feedback at completion and record any complaint with an owner.
E · Operational checklist#
| Task | PIC | Frequency |
|---|---|---|
| Booking recorded before confirmation | Reservation unit | Every booking |
| Conduct rules given to the visitor | Reservation unit | Every booking |
| Group registered and counted | Gate officer or guide | Every arrival |
| Briefing delivered | Guide | Before activity |
| Complaint recorded with an owner | Reservation unit | Whenever raised |
F · Related forms#
| Form | Code | Used by |
|---|---|---|
| Booking form | F-03 | Reservation unit |
| Visitor feedback form | F-04 | Guide |
G · Monitoring & compliance#
| Indicator | Target | Checked by |
|---|---|---|
| Bookings with a complete record | 100% | Reservation unit |
| Briefings delivered before activity | 100% of departures | Safety duty holder |
| Complaints answered within 3 days | 100% | Operations coordinator |
Notes & review record#
Draft framework prepared from the workshop scope. Status stays Draft until the management body reviews it and the village adopts it.
Supporting documents & downloads
One page can carry several PDF attachments. Until the documentation team uploads them, this section says so instead of offering an empty download.
Supporting documents will be available after publication.
Sources & references
Phase 03 brief, workshop agenda (16–18 October 2026) and the village reference maps supplied by the MARVEL – Wahana Visi Indonesia team.
Editorial status: Proposed framework.