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All Journal Jurnal Manajemen Pelayanan Hotel Lumbung Inovasi: Jurnal Pengabdian Kepada Masyarakat JAKADARA: JURNAL EKONOMIKA, BISNIS, DAN HUMANIORA Ekodestinasi : Jurnal Ekonomi, Bisnis, dan Pariwisata Jurnal Mosaik Hospitaliti Jurnal Daya Tarik Wisata
Rusmiati, Ni Nyoman
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Strategi Manajemen dalam Meningkatkan Kualitas Pelayanan Pramusaji di Sky Light Rooftop Bar Kuta Beach Hotel Sedana, I Made Putra Mertha; Rusmiati, Ni Nyoman; Yuda, I.B. Nym Krisna Prawira
Ekodestinasi Vol. 4 No. 1 (2026): EKODESTINASI: Jurnal Ekonomi, Bisnis, dan Pariwisata
Publisher : CV Global Research Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59996/ekodestinasi.v4i1.1007

Abstract

This study aims to analyze the management strategy in improving waiter service quality at Sky Light Rooftop Bar, Kuta Beach Hotel. The background of this research is based on fluctuations in guest visits and inconsistencies in service quality, which indicate that service standards have not been fully implemented optimally. This research uses a qualitative field research approach. Data were collected through observation, interviews, and documentation with Food and Beverage management staff. The data analysis technique used is descriptive qualitative analysis through data reduction, data presentation, and conclusion drawing. The results show that management has implemented several strategies such as training and development, daily briefing, and periodic performance evaluation. However, the implementation of these strategies is not yet fully consistent, especially during peak hours. Several obstacles were found, including limited product knowledge of waiters, inconsistency in SOP implementation, high workload during busy hours, and lack of utilization of guest feedback. Therefore, it can be concluded that waiter service quality at Sky Light Rooftop Bar is still in the development stage and requires more systematic and sustainable management improvement strategies.
Strategi Meningkatkan Kualitas Pelayanan Pramusaji: Studi di Restoran Mozzarella By The Sea The Bandha Hotel & Suites Legian Bali Pratiwi, Ni Made Anggita; Rusmiati, Ni Nyoman; Nainggolan, Pondang Polikarpus
Ekodestinasi Vol. 4 No. 1 (2026): EKODESTINASI: Jurnal Ekonomi, Bisnis, dan Pariwisata
Publisher : CV Global Research Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59996/ekodestinasi.v4i1.1011

Abstract

This study aims to examine management efforts to improve the quality of waitstaff service, identify the challenges faced, and analyze the solutions implemented at Mozzarella By The Sea Restaurant, The Bandha Hotel & Suites Legian, Bali. The study employs a qualitative descriptive approach, utilizing data collection techniques such as observation, interviews, and documentation. A total of six research informants were selected through purposive sampling, consisting of the Assistant Food and Beverage Manager and the Restaurant Manager as key informants, as well as waiters/waitresses and daily workers as supporting informants. The results of the study indicate that management has implemented various efforts to improve the quality of waitstaff service through daily and monthly briefings, product knowledge training, and the implementation of Standard Operating Procedures (SOPs) such as repeat orders. Additionally, management provides training on personal grooming to enhance the professionalism of the waitstaff. However, several challenges exist, such as low waitstaff awareness regarding attendance at briefings, limited retention of training materials, and individual skill disparities, which continue to result in service errors. To address these challenges, management has implemented personal evaluations, repeated training content during briefings, and work schedules tailored to waitstaff capabilities. These efforts are deemed sufficiently effective in improving service quality, although consistent implementation remains necessary.
Co-Authors Anggreni, Ni Made Dwi Puspita I Ketut Budiasa I Komang Putra I Made Agung Rai Antara I Made Bayu Wisnawa I Made Gede Darma Susila Jerudin, Yohanes Komang Shintiya Nita Kristiana Putri Kurniawati, Nuning Nainggolan, Pondang Polikarpus Ni Nyoman Arini Ni Nyoman Nidya Trianingrum Noviantini Jehabu, Florentina Nugraha, Surya Pramartha, I Made Aditya Pratiwi, Ni Made Anggita Putra, Putu Guntur Pramana Sari, Ni Putu Eka Sedana, I Gede Agus Putra Sedana, I Made Putra Mertha Yuda, I.B. Nym Krisna Prawira