Strategi Pramusaji dalam Meningkatkan Kualitas Pelayanan di Restoran - Yanti , Ni Kadek Dian Dharma; Koerniawaty , Francisca Titing (Jurnal Ilmiah Pariwisata dan Bisnis, 2023)
Kualitas pelayanan salah satu bagian terpenting dari keterlibatannya dalam kelancaran operasional hotel dalam departemen food and beverage service. Karyawan food and beverage service memiliki kewajiban dan tugas dalam menghidangkan makanan dan minuman kepada tamu baik di dalam maupun di luar hotel. Penelitian ini bertujuan untuk mengetahui strategi dan kendala pramusaji dalam meningkatkan kualitas pelayanan di Restoran Wild Ginger Hotel Nandini Jungle Resort and Spa. Pendekatan dalam penelitian yang digunakan yaitu kualitatif dengan wawancara terhadap beberapa informan yaitu 2 tamu, seorang assistant supervisor dan seorang pramusaji departemen f&b service mengenai strategi pramusaji dalam meningkatkan kualitas pelayanan di Restoran Wild Ginger. Menampilkan hasil penelitian bahwa strategi pramusaji dalam meningkatkan kualitas pelayanan selain menguasai product knowledge, juga perlu memiliki soft skill seperti penampilan, attitude, ketepatan, ketelitian dan cekatan dalam menghidangkan makanan dan minuman kepada tamu, namun masih ada strategi yang belum dilakukan sesuai SOP. Beberapa kendala dalam meningkatkan kualitas pelayanan menjadi penghambat kelancaran dalam pekerjaan seperti pada sistem VHP yang sering mengalami error dan minimnya jumlah pramusaji di Restoran Wild Ginger. Service quality is a very large part of its participation in the smooth operation of hotels in the food and Beverage Service Department. Food and Beverage service employees have obligations and duties in serving food and drinks to guests both inside and outside the hotel. The purpose of this survey is to the strategy and obstacles faced by waiters in improving service quality at the Wild Ginger Restaurant Hotel Nandini Jungle Resort and Spa. The research approach used was qualitative with interviews with several informants, namely 2 guests, an assistant supervisor, and a waitress from the f&b service department regarding the waiter's strategy for improving service quality at Wild Ginger Restaurant. The research results are the strategy for waiters to improve service quality in addition to mastering product knowledge, also requires soft skills such as appearance, attitude, accuracy, thoroughness, and dexterity in serving food and drinks to guests, but there are still strategies not implemented according to SOP. Some of the obstacles faced in improving service quality are obstacles to smooth work, such as the VHP system which often experiences errors, and the minimum number of waiters at Wild Ginger Restaurant.