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PERAN PRAMUSAJI DALAM MENERAPKAN SOP PELAYANAN CAFE DAN RESTO DI KAWASAN MEGAMAS KOTA MANADO Mengko, Seska Meily Hermin; Porobaten, Julio Emmanuel; Sangian, Meiske M.
HOSPITALITI DAN PARIWISATA Vol 9 No 1 (2026): JURNAL HOSPITALITI DAN PARIWISATA
Publisher : PolimdoSains

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35729/jhp.v9i1.161

Abstract

Penelitian ini bertujuan untuk menganalisis peran pramusaji café dan resto dalam menerapkan Standar Operasional Prosedur (SOP) di kawasan Megamas Kota Manado. Penelitian ini menggunakan pendekatan kualitatif. Analisis kualitatif dilakukan secara deskripsi. Hasil penelitian menunjukkan bahwa pramusaji café dan resto di Kawasan Megamas Kota Manado belum berperan dengan baik dalam menerapkan SOP pelayanan dilihat dari penerapan SOP yang belum maksimal apalagi dijam-jam sibuk. Penelitian ini menyimpulkan bahwa pramusaji berperan penting dalam menerapkan SOP pelayanan khususnya dalam aspek keramahan 3S (senyum, sapa, sopan), profesionalitas, dan etika pelayanan khususnya di jam-jam sibuk operasional. Kata kunci: Pramusaji, SOP Pelayanan, cafe dan resto
Pal Beach Tourism Development in Marinsow Village, North Minahasa Regency Mengko, Seska Meily Hermin; Wenas, Pearl L.; Kalele, Selvie R.
Journal of Indonesian Tourism and Development Studies Vol. 6 No. 2 (2018)
Publisher : Graduate School, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jitode.2018.006.02.01

Abstract

This study aims to identify the potential of Pal Beach tourism attraction, identify individual infrastructure and attraction facilities of Pal Beach, and reviewing tourism development of Pal Beach. This research was conducted in the village of Marinsouw, North Minahasa Regency for six months from April to October 2016. This study used a qualitative description. The results on the development of Pal beach tourism object showed that 1). Accessibility (affordability); driveway access to the Pal coastal resorts is damaged and needs to be repaired by resurfacing and widening the road. 2). Attraction; in this case is the cultural attraction that is religious tourism such as Tulude culture which is a tradition of rural communities of Marinsouw on every January 31st should be developed and packaged in a tour package to attract foreign or domestic tourists to more frequently come to the village of Marinsouw and the Pal beach. 3) Amenities (facilities/comfort); there is a needs to build an inn or a cottage accommodation in Pal coastal region, tourism information facilities are necessary to hold art and culture of Marinsouw rural communities, souvenir shops, restaurants, sanitation of toilet, and recreation attraction for entertainment. 4). Ancillary Services (institutional services and promotions); need to be made marketing and promotional information systems of Pal beach tourism with the full support of the Government in promoting Pal beach attraction. Recommendation of this study, the first for North Minahasa Regency Tourism Office is: a). North Minahasa Regency Government through the Department of Tourism and Cultural needs to make a MoU with the state-owned enterprises to build Pal beach attraction. It is a pity if the potential of Pal beach is not developed and promoted as a tourism destination area; b). Need to restructure and mapping the Pal coastal tourist area unit. c). Attract investors to build tourism supporting facilities such as accommodation, tourism information center, souvenir shops, special attraction; d). Prepare human resources in the field of hospitality and tourism attractions to manage Pal beach; e). Increase counseling and training in preparing resources for the development of Pal beach tourism object; and the second for Marinsouw Rural Community is: a). Preserving cultural customs Tulude as a tourist attraction to be promoted; b. Make Masamper dance attractions on certain days in Pal coastal resort; c). Manage local products such as Goroho banana chips, cassava chips, skills for making plastic flower stalks as typical souvenir from Marinsouw village to raise the family economy; d). Raise awareness in maintaining the security and cleanliness around Pal coastal resorts.Keywords: Attractions, Development, Pal Beach.
ANALISIS KEPUASAN TAMU BERBASIS ONLINE REVIEW PLATFORM DIGITAL PADA HOTEL GRAND WHIZ MEGAMAS MANADO Laheba, Natania; Lagarense, Bet El SIlisna; Kamarudin, Wilson; Mengko, Seska Meily Hermin
HOSPITALITI DAN PARIWISATA Vol 9 No 2 (2026): JURNAL HOSPITALITI DAN PARIWISATA
Publisher : PolimdoSains

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35729/jhp.v9i2.171

Abstract

This study aims to analyze guest satisfaction and identify the factors influencing satisfaction based on online reviews on digital platforms at Grand Whiz Megamas Manado Hotel. The study employed a descriptive mixed-methods approach by combining quantitative and qualitative analyses. The data consisted of 141 guest reviews collected from Traveloka, Agoda, and Tiket.com during the April–June 2025 period. Quantitative analysis was conducted using descriptive statistics to determine the level of guest satisfaction, while qualitative analysis was performed by categorizing guest comments into themes reflecting their stay experiences. The findings indicate that the overall level of guest satisfaction was very high. Atotal of 70.92% of the reviews were categorized as very satisfied, while 24.82% were categorized as satisfied. Sentiment analysis also revealed that most comments expressed positive opinions. The main factors contributing to guest satisfaction included staff friendliness and service quality, hotel cleanliness, room comfort, strategic location, and food quality. However, several issues were still reported, including limited room size, longer check-in time, lack of room views in some room types, and several facility-related concerns. The findings demonstrate that online reviews provide valuable information for evaluating service quality and can be used by hotel management as a reference for improving service performance, maintaining guest satisfaction, and strengthening the hotel's reputation on digital booking platforms