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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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Upaya Manajemen dalam Meningkatkan Kualitas Pelayanan Pramusaji di Café Del Mar Canggu Bali Ni Komang Suriani; I Gusti Nyoman Wiantara; Ida Ayu Putu Sulastri
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.
The Role of Supervisor in Improving Service Quality at Lumbini Restaurant, Ubud Nyuh Bali Resort and Spa Wirawan, Dewa Nyoman Deni; Sulastri, Ida Ayu Putu; Wiantara, I Gusti Nyoman
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 | DOI: 10.36002/jd.v5i1.5546

Abstract

Service quality in hotel restaurant operations is closely linked to the effectiveness of supervisor leadership and supervision. This study aims to analyze the role of the supervisor in improving service quality at Lumbini Restaurant, Ubud Nyuh Bali Resort and Spa; identify the challenges encountered; and describe the efforts made to overcome them. A qualitative descriptive approach was employed, with data collected through direct observation, in-depth interviews with the Restaurant Supervisor, and documentation during the research period. The results show that the supervisor plays five critical roles: supervising restaurant operations, directing and controlling staff performance, ensuring SOP compliance, providing coaching and motivation, and conducting service evaluations. Challenges identified include insufficient staff discipline, lack of product knowledge mastery, inaccurate order-taking, insufficient attention to guest needs, and poor inter-staff coordination and communication. To address these challenges, the supervisor implements daily and monthly briefings, monthly SOP training, product knowledge training, taking order training, direct operational supervision, and continuous staff feedback. This study concludes that the supervisor's active and consistent role in supervision, coaching, and evaluation is essential to improving service quality and staff competence, and ultimately to achieving guest satisfaction at Lumbini Restaurant.  
Service Quality Improvement Strategy to Enhance Guest Satisfaction at Ayung Valley Restaurant, The Royal Pita Maha Hotel Ubud, Bali Pratama, I Putu Yudha; Sulastri, Ida Ayu Putu; Putra, I Nengah Sandi Artha
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 | DOI: 10.36002/jd.v5i1.5549

Abstract

Restaurant service quality in a five-star hotel is a primary determinant of guest satisfaction and loyalty. This study aims to analyze the service quality improvement strategy at Ayung Valley Restaurant, The Royal Pita Maha Hotel Ubud, Bali; identify the challenges encountered; and describe the efforts undertaken to overcome them. A qualitative descriptive approach was employed, using direct observation based on SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy), in-depth interviews with the restaurant manager, supervisor, and service staff, and documentation during the research period. The results show that the restaurant has implemented several service quality improvement strategies including periodic staff training, SOP-based service procedures, evaluation of guest feedback, and effective communication between management and service staff. However, challenges were identified including insufficient variety of breakfast menu items, inadequate preparation resulting in delayed service during morning sessions, inconsistency between the Indian cuisine label and its actual taste, and noise from external music disturbing the dining atmosphere. Efforts to overcome these challenges include structured menu diversification programs, pre-opening briefings and preparation checks, involving specialized culinary expertise for cuisine authenticity, and operational renovation to reduce noise. This study concludes that a systematic, multi-dimensional service quality improvement strategy is essential for sustaining competitive advantage and guest satisfaction at luxury resort restaurants in Ubud, Bali.
Co-Authors Darmadi, I Putu Rony Eli Sumerta, I Ketut I Gusti Agung Bagus Widiantara I Gusti Nyoman Wiantara I Ketut Budiasa I Ketut Budiasa I Putu Rony Darmadi Ni Komang Suriani Ni Nyoman, Rusmiati Nyoman Wiantara, , I Gusti Nyoman Wiantara, I Gusti Pratama, I Putu Yudha Putra, I Kadek Dwipa Riana Putra, I Nengah Sandi Artha Risky Artayasa, I Made Simon Rico Briantono Suryadatana, I Made Riyan Wiantara, I Gusti Nyoman Wirawan, Dewa Nyoman Deni