Penerapan Standar Operating Procedure (Sop) Pramusaji - Artadi, I Wayan Dedi; Suwintari, I Gusti Ayu Eka (Jurnal Ilmiah Pariwisata dan Bisnis, 2024)
Standar Operating Procedure (SOP) Pramusaji adalah panduan yang menjelaskan langkah-langkah dan prosedur yang harus diikuti oleh pramusaji dalam melaksanakan tugasnya dengan efisien dan konsisten agar memastikan kualitas pelayanan terbaik. Penelitian yang dilakukan di Sawah Terrace Restaurant, Hotel Mandapa, Bali ini bertujuan untuk mengetahui penerapan standar operational procedure (SOP) dari pelayanan pramusaji di Sawah Terrace Restaurant Mandapa, a Ritz-Carlton Reserve. Metode penelitian yang digunakan adalah penelitian kualitatif. Teknik sampling yang digunakan adalah Quota Sampling, dengan sampel yang digunakan yaitu 1 manajer restoran dan 5 waiter/waitress. Teknik pengumpulan data yang digunakan berupa kuesioner, wawancara, observasi, dan juga dokumentasi. Teknik analisis data yang digunakan yaitu deskriptif kuantitatif. Hasil penelitian menunjukkan bahwa pelaksanaan SOP pramusaji di Sawah terrace Restaurant dari 8 langkah dalam SOP terdapat empat SOP yang sudah dilakukan dengan baik oleh seluruh waiter/waitress yakni greeting the guest, taking order, clear up the table, dan farwell the guest. Sedangkan SOP yang belum dilakukan dengan baik antara lain escort and seat, present the menu, repeat order dan served the food. Standard Operating Procedure (SOP) for waiters is a guide that explains the steps and procedures that must be followed by waiters in carrying out their duties efficiently and consistently to ensure the best quality service. The research, which was conducted at the Sawah Terrace Restaurant, Mandapa Hotel, Bali, aims to determine the application of standard operating procedures (SOP) for serving waiters at Sawah Terrace Restaurant Mandapa, a Ritz-Carlton Reserve. The research method used is qualitative research. The sampling technique used was Quota Sampling, with the sample used being 1 restaurant manager and 5 waiters/waitresses. Data collection techniques used in the form of questionnaires, interviews, observation, and also documentation. The data analysis technique used is descriptive quantitative. The results showed that the implementation of the SOP for waiters at Sawah terrace Restaurant from 8 steps in the SOP there were four SOPs that had been carried out properly by all waiters/waitresses, namely greeting the guest, taking orders, clearing up the table, and farwell the guest. While SOPs that have not been implemented properly include escorts and seats, presenting the menu, repeating orders and serving the food.