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All Journal Dewantara: Jurnal Pendidikan Sosial Humaniora
Hardhita Kusdharyanto
Politeknik NSC Surabaya
Arts Humanities Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Standar Operasional Prosedur Pelayanan Coffee Café Bar di Mercure Hotels Surabaya Grand Mirama Marshelia Putri Prastika Nugroho; Farhan Efril Ifkan; Hardhita Kusdharyanto
Dewantara : Jurnal Pendidikan Sosial Humaniora Vol. 5 No. 2 (2026): Juni: Dewantara : Jurnal Pendidikan Sosial Humaniora
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/dewantara.v5i2.7871

Abstract

This study aims to identify and describe the Standard Operating Procedures (SOP) implemented in the Coffee Café Bar service at Mercure Hotels Surabaya Grand Mirama. The final project was developed based on the authors’ practical experience as waitresses at the Coffee Café Bar and was supported by direct observation of the service processes carried out in daily operations. In the hospitality industry, particularly within the Food and Beverage Service department, the implementation of SOPs plays a crucial role in maintaining service quality, ensuring guest satisfaction, and enhancing the professional image of the hotel. The collected data were analyzed descriptively to provide a comprehensive overview of the service procedures performed by waiters and waitresses in accordance with established standards. The findings reveal that the SOP for Coffee Café Bar service consists of several key stages, including welcoming and escorting guests courteously, presenting menus and accurately Taking Orders, preparing and serving beverages according to service standards, checking guest satisfaction during the dining experience, preparing and presenting bills correctly, and delivering a polite farewell as a form of hospitality. The consistent implementation of these procedures contributes significantly to operational efficiency, employee performance, service consistency, and the reduction of service errors while creating a positive experience for guests. Therefore, adherence to SOPs is essential for maintaining service excellence and strengthening the competitiveness of the Coffee Café Bar as one of the prominent facilities offered by Mercure Hotels Surabaya Grand Mirama.
Pengaruh Totalitas Kualitas Pelayanan terhadap Tingkat Kepuasan Tamu di Front Office Departement Khas Gresik Hotel Wahyu Pratama; Hardhita Kusdharyanto
Dewantara : Jurnal Pendidikan Sosial Humaniora Vol. 5 No. 2 (2026): Juni: Dewantara : Jurnal Pendidikan Sosial Humaniora
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/dewantara.v5i2.7872

Abstract

Service quality is a crucial factor in the hospitality industry as it directly impacts guest experience and satisfaction. The Front Office Department plays a strategic role, serving as the point of direct interaction with guests from arrival through departure. This study aims to analyze the overall service quality—specifically the dimensions of tangibles, reliability, and responsiveness—and its relationship with guest satisfaction levels at the Front Office Department of KHAS Gresik Hotel. A descriptive quantitative approach was employed, involving 100 hotel guests as respondents. Data were collected via questionnaires and analyzed using the Total Criteria Response (TCR) method. The results indicate that the overall service quality of the Front Office Department falls into the "good" category, with a score of 73.37%. The reliability dimension achieved the highest score at 77.95%, followed by responsiveness at 76.33%, while tangibles scored 65.84%. These findings suggest that employee service is rated positively, particularly regarding reliability and responsiveness, whereas physical facilities require improvement. The study's results can serve as a basis for hotel management to maintain service quality and enhance areas that received relatively lower ratings.
Co-Authors Farhan Efril Ifkan Marshelia Putri Prastika Nugroho Wahyu Pratama