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All Journal Jurnal Manajemen Pelayanan Hotel Jurnal Nasional Manajemen Pemasaran dan SDM Journal of Tourism and Interdiciplinary Studies JAKADARA: JURNAL EKONOMIKA, BISNIS, DAN HUMANIORA Ekodestinasi : Jurnal Ekonomi, Bisnis, dan Pariwisata BJHTCR Jurnal Mosaik Hospitaliti Harmony Hospitality
Ida Ayu Putu Sulastri
Universitas Triatma Mulya
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences Other

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The Role of Management in Guest Complaint Handling at Seleriana Restaurant, The Kana Kuta Hotel, Bali: Peranan Manajemen dalam Penanganan Keluhan Tamu pada Restoran Seleriana di Hotel The Kana Kuta, Bali Kristiani, Riska; Sulastri, Ida Ayu Putu; Artha Putra, I Nengah Sandi
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

Guest complaints in hotel restaurants are important managerial signals because they reflect gaps between expected service and actual guest experience. This study aims to analyze the role of management in handling guest complaints at Seleriana Restaurant, The Kana Kuta Hotel, Bali; identify operational constraints; and formulate improvement efforts for complaint handling in food and beverage service. This study applied a descriptive qualitative approach using document review, non-participant observation, semi-structured interviews, and online guest review analysis from Google Review and Tripadvisor. The data were analyzed thematically by grouping complaint patterns, management roles, operational constraints, and corrective actions. The findings indicate that guest complaints at Seleriana Restaurant are mainly related to menu variety, service speed, order accuracy, table clearing, staff responsiveness, communication, and perceived fairness in service attention. Management plays a central role through four managerial functions: planning complaint-handling procedures, organizing escalation channels among service staff, kitchen, cashier, supervisor, and restaurant manager, actuating staff through briefing and service recovery training, and controlling recurring complaints through complaint logs and evaluation. The main constraints include inconsistent service coordination, limited staff empowerment, uneven complaint documentation, and the absence of a fully operational complaint-handling flow. The study recommends a more practical complaint-handling SOP, LEARN/HEAT-based service recovery training, clearer authority limits for frontline staff, systematic complaint recording, and specific managerial responses to online reviews. The findings confirm that guest complaints should be treated not only as service problems but also as continuous service-quality improvement mechanisms in hotel restaurant operations.
Upaya Manajemen dalam Meningkatkan Kualitas Pelayanan Pramusaji di Café Del Mar Canggu Bali Suriani, Ni Komang; Wiantara, I Gusti Nyoman; Sulastri, Ida Ayu Putu
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.v4i1.1010

Abstract

This study examines the gap between expected and actual service quality and analyzes the role of management in improving waiter performance at Café del Mar Canggu Bali. This research addresses this gap by integrating the SERVQUAL framework with management functions to understand service quality as an outcome of organizational practices.This study employs a qualitative descriptive approach. Data were collected through observation, in-depth interviews, and documentation involving managers, supervisors, and waiters directly engaged in service operations. The data were analyzed to identify patterns of service inconsistency and managerial responses in addressing operational challenges.The findings reveal that service quality gaps primarily occur in responsiveness, reliability, and empathy dimensions, particularly during peak operational conditions. These issues are not solely caused by individual performance, but are also linked to coordination weaknesses, uneven competency distribution, and limitations in training implementation. Management responses include training programs, daily briefings, supervision, performance evaluation, and SOP enforcement, supported by operational adjustments such as staff addition during peak seasons and improved team communication. The study highlights that service quality consistency is strongly influenced by the integration of managerial systems and operational execution.This research contributes to hospitality management literature by extending SERVQUAL analysis through a managerial process perspective, positioning service quality as a systemic outcome rather than an individual performance issue.
Co-Authors Artha Putra, I Nengah Sandi Darmadi, I Putu Rony Eli Sumerta, I Ketut I Gusti Agung Bagus Widiantara I Ketut Budiasa I Ketut Budiasa I Putu Rony Darmadi Kristiani, Riska Ni Nyoman, Rusmiati Nyoman Wiantara, , I Gusti Nyoman Wiantara, I Gusti Putra, I Kadek Dwipa Riana Risky Artayasa, I Made Simon Rico Briantono Suriani, Ni Komang Suryadatana, I Made Riyan Wiantara, I Gusti Nyoman