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All Journal Jurnal Ilmiah Pariwisata dan Bisnis Jurnal Studi Perhotelan dan Pariwisata
Yudistira, I Gusti Ngurah Bagas
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Penerapan Standard Operating Procedure Room Service di Mandapa a Ritz-Carlton Reserve Yudistira, I Gusti Ngurah Bagas; Astina, Made Arya; Hum, M.
Jurnal Studi Perhotelan dan Pariwisata Vol. 2 No. 2 (2024): Maret
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v2i2.3248

Abstract

Purpose: The purpose of this study is to find out what obstacles occur during Room Service services and to find out the implementation of the Standard Operating Procedure (SOP) at Mandapa A Ritz-Carlton Reserve.Research methodology: This study uses primary and secondary data through observation and interviews. Data was collected by observing 5 staff at In Villa Dining regarding the Standard Operating Procedure (SOP) at Mandapa A Ritz-Carlton Reserve.Results: Based on the observation results, there are two Standard Operating Procedures: Telephone Service Assistance (TSA) with 31 work instructions (29 always carried out, 2 not always), and Entering Guest's Villa with 16 work instructions (15 always carried out, 1 never carried out).Conclusions: This study concludes that there are two Standard Operating Procedures (SOPs) implemented in Room Service, namely SOP Telephone Service Assistance (TSA) and SOP Entering Guest's Villa. Most of the instructions in both SOPs have been carried out properly by the staff. However, there are some instructions that are not always or never carried out optimally due to situational conditions and guest preferences.Limitations: This study has limitations in the scope of observation which is limited to one specific time and place, so it cannot describe the application of SOPs as a whole in various operational conditions and different locations.Contributions: This research makes a real contribution in understanding the level of SOP implementation in Room Service and identifying obstacles faced in the field. The results of this study are expected to be input for hotel management in improving service quality through evaluation and improvement of SOPs that are more adaptive to the needs and situations in the field.Keywords: Hambatan, Penerapan, Room Service, Standard Operating Procedure (SOP).How to Cite: Yudistira, I. G. N. B., Astina, M. S., & Hum, M. (2024). Penerapan standar operating procedure room service di mandapa a Ritz-Cartlon Reserve. Jurnal studi perhotelan dan pariwisata, 2(2), 87-97.
Penerapan Standard Operating Procedure Room Service Yudistira, I Gusti Ngurah Bagas; Astina, Made Arya
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 2 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Februari 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i2.707

Abstract

Penerapan Standard Operating Procedure Room Service Yudistira, I Gusti Ngurah Bagas; Astina, Made Arya
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 2 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Februari 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i2.707

Abstract

Room service adalah sistem pelayanan terhadap tamu hotel dimana makanan dan minuman yang di pesan diantarkan dan dinikmati di dalam kamar. Dalam meningkat sebuah kualitas pelayanan, Standard Operating Procedure (SOP) sangat dibutuhkan sebagai penunjang dalam berjalanannya sistem pelayanan Room Service. Dalam penelitian ini, berfokus pada penerapan Standard Operating Procedure (SOP) pelayanan Room Service di Mandapa A Ritz-Carlton Reserve. Tujuan dari penelitian ini adalah mengetahui hambatan apa saja yang terjadi selama pelayanan Room Service dan untuk mengetahui penerapan Standard Operating Procedure (SOP) di Mandapa A Ritz-Carlton Reserve. Penelitian ini menggunakan data primer dan sekunder melalui obervasi dan wawancara. Data dikumpulkan dengan melakukan observasi kepada 5 orang staff di In Villa Dining mengenai Standard Operating Procedure (SOP) di Mandapa A Ritz-Carlton Reserve. Berdasarkan hasil observasi yang sudah dilakukan, terdapat 2 Standard Operating Procedure, yaitu Standard Operating Procedure Telephone Service Assistance (TSA) yang memiliki 31 instruksi kerja dan Standard Operating Procedure Entering Guest’s Villa yang memiliki 16 instruksi kerja. Pada Standard Operating Procedure Telephone Service Assistance terdapat 29 instruksi kerja yang selalu dilaksanakan, dan 2 instruksi kerja yang tidak selalu dilaksanakan. Sedangkan Standard Operating Procedure Entering Guest’s Villa terdapat 15 instruksi kerja yang selalu dilaksanakan, dan 1 instruksi kerja yang tidak pernah dijalankan. Room service is a service system for hotel guests where food and drinks ordered are delivered and enjoyed in the room. In improving the quality of service, Standard Operating Procedure (SOP) is needed as a support in the running of the Room Service service system. In this study, focusing on the implementation of the Standard Operating Procedure (SOP) for Room Service services at Mandapa A Ritz-Carlton Reserve. The purpose of this study is to find out what obstacles occur during Room Service services and to find out the implementation of the Standard Operating Procedure (SOP) at Mandapa A Ritz-Carlton Reserve. This study uses primary and secondary data through observation and interviews. Data was collected by observing 5 staff at In Villa Dining regarding the Standard Operating Procedure (SOP) at Mandapa A Ritz-Carlton Reserve. Based on the results of observations that have been made, there are 2 Standard Operating Procedures, namely Standard Operating Procedure Telephone Service Assistance (TSA) which has 31 work instructions and Standard Operating Procedure Entering Guest's Villa which has 16 work instructions. In the Telephone Service Assistance Standard Operating Procedure, there are 29 work instructions that are always carried out, and 2 work instructions that are not always carried out. Meanwhile, the Standard Operating Procedure for Entering Guest's Villa contains 15 work instructions that are always carried out, and 1 work instruction that is never executed.
Co-Authors Astina, Made Arya Hum, M.