Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal JAKADARA: JURNAL EKONOMIKA, BISNIS, DAN HUMANIORA
Sumertha, I Ketut Eli
Unknown Affiliation
Arts Humanities Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Implementation of Standard Operating Procedures by Waitstaff in Food and beverage service Department at Kuta Beach Hotel: Implementasi SOP oleh Pramusaji pada Food and Beverage Service Department di Kuta Beach Hotel Giri, I Gede Dena Andana; Sumertha, I Ketut Eli; Suthanaya, Putu Bagus
JAKADARA: JURNAL EKONOMIKA, BISNIS, DAN HUMANIORA Vol. 5 No. 1 (2026): JAKADARA: JURNAL EKONOMIKA, BISNIS, DAN HUMANIORA
Publisher : LPPM Universitas Dhyana Pura

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Consistent SOP implementation by Waitstaff in hotel food and beverage service operations is a critical determinant of service quality and guest satisfaction. This study aims to analyze the implementation of Standard Operating Procedures (SOP) by Waitstaff in the Food and beverage service Department at Kuta Beach Hotel, identify the inhibiting factors, and describe the efforts undertaken to overcome these challenges. A qualitative descriptive method was used with data collected through direct observation using a SOP compliance checklist, semi-structured interviews with the F&B Supervisor, Captain, and Waitstaff, and documentation of official SOP documents and guest feedback during September–December 2025. The results show that Waitstaff at Kuta Beach Hotel have generally implemented the service SOP sequence covering pre-opening preparation, guest greeting and seating, order-taking, food and beverage serving, billing, and farewell. However, inconsistencies were found particularly in the greeting response time, order accuracy, and farewell procedures. The main inhibiting factors identified are insufficient training frequency, inconsistent supervisory oversight, low motivation among some staff during peak hours, and workload pressure during high-season. Mitigation efforts include daily briefings, periodic SOP refresher training, use of a structured observation checklist, and motivational coaching by the supervisor. This study concludes that SOP implementation effectiveness is directly linked to the quality of training, supervision, and staff motivation, and recommends a more systematic training schedule and supervisory monitoring system for the hotel.
Co-Authors Giri, I Gede Dena Andana Suthanaya, Putu Bagus