Peran Kerja Pramusaji pada Masa Pandemi Covid-19 terhadap Peningkatan Kualitas Pelayanan - Jik, Redemtus Palma Dae; Wirawan, Putu Eka; Suarmana, I Wayan Restu (Jurnal Ilmiah Pariwisata dan Bisnis, 2025)
Tujuan dari penelitian ini adalah untuk mengetahui bagaimana peran Pramusaji di masa pandemic covid-19 terhadap peningkatan kualitas pelayanan di Restoran Sangkar Lobster Loccal Collection, serta mengetahui apa saja kendala yang dihadapi saat pandemi covid-19 di Restoran Sangkar Lobster melalui analisis SWOT yang akan digunakan untuk menentukan strategi paling efektif guna meningkatkan kualitas pelayanan di masa pandemi Covid-19 di Restoran Sangkar Lobster. Metode ini menggunakan pendekatan Kualitatif. Metode penelitian yang digunakan adalah wawancara mendalam, observasi, dan studi kepustakaan yang dilakukan secara sistematik berdasarkan tujuan penelitian. Narasumber penelitian antara lain, Manajer, Supervisor, HRD, Waiter, Waiter's Restaurant Sangkar Lobster, 1 orang tamu Sangkar Lobster. Wawancara dilakukan untuk mendapatkan informasi yang jelas mengenai peran pramusaji serta apa saja kendala yang dihadapi oleh pramusaji pada masa pandemi covid-19, serta cara efektif yang dilakukan oleh pihak Hotel untuk meningkatkan kualitas pelayanan di Restaurant Sangkar Lobster. Hasil penelitian menyatatakn bahwa strategi WO (Weakness Opportunity) dirasa paling tepat dan efektif dalam upaya peningkatan pelayanan di Restaurant Sangkar Lobster. The purpose of this study is to find out the role of the waiter during the co-19 pandemic in improving service quality at the Sangkar Lobster Loccal Collection Restaurant and to find out what obstacles were faced during the co-19 pandemic at the Sangkar Lobster Restaurant through SWOT analysis which will be used to determine the most effective strategy to improve service quality during the Covid-19 pandemic at the Sangkar Lobster Restaurant. This research uses a qualitative approach. The research method used is in-depth interviews, observations, and literature studies which are carried out systematically based on the research objectives. Research sources included managers, supervisors, HRD, waiters, Waiter's Restaurant at the Lobster Cage, and 1 guest at the Lobster Cage. The interview was conducted to obtain clear information about the role of the waitress and what were the obstacles faced by the waitress during the Covid-19 pandemic, as well as the effective ways the hotel had implemented to improve the quality of service at the Sangkar Lobster Restaurant. The results showed that the WO (Weakness Opportunity) strategy was felt to be the most appropriate and effective in efforts to improve service at the Sangkar Lobster Restaurant.