Penerapan Standard Operating Procedure Room Service - Yudistira, I Gusti Ngurah Bagas; Astina, Made Arya (Jurnal Ilmiah Pariwisata dan Bisnis, 2024)
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.