Implementasi Standard Operational Procedures sebagai Assistant Server pada Departement Food & Beverage Service - Santiago, I Wayan Ruben; Wirawan, Putu Eka (Institut Pariwisata dan Bisnis Internasional, 2025)
Di sektor perhotelan, terutama di resor dan hotel mewah seperti The Setai Miami Beach, terdapat beberapa permasalahan yang perlu diatasi. Pertama, Assistant Server menghadapi kesulitan berkomunikasi dengan tamu yang menggunakan bahasa selain bahasa Inggris, terutama bahasa Spanyol, mengingat banyaknya tamu yang berbahasa Spanyol. Kedua, Assistant Server sering merasa kewalahan saat tamu selesai bersamaan dan harus membersihkan serta mengatur beberapa meja secepat mungkin, mengakibatkan penurunan efisiensi dan potensi ketidakpuasan tamu. Penelitian ini dilakukan oleh I Wayan Ruben Santiago, seorang laki-laki berusia 20 tahun yang menjabat sebagai Assistant Server di Departemen Food & Beverage Service di The Setai Miami Beach, dengan tujuan mengamati, mencatat, dan menganalisis pelaksanaan tugas-tugas harian sesuai dengan Standard Operational Procedures (SOP) yang telah ditetapkan. Berdasarkan hasil observasi pada tanggal 2 Mei 2024, ditemukan bahwa sebagian besar tugas telah dilaksanakan dengan baik, termasuk menyiapkan meja, memoles peralatan makan, mengisi persediaan minuman, melipat serbet, dan mengikuti briefing. Namun, terdapat beberapa ketidaksesuaian dengan SOP, seperti penyambutan tamu, penataan ulang meja untuk paket makan lengkap, dan perapian meja setelah digunakan. Penelitian ini mengidentifikasi tantangan yang dihadapi dalam memberikan pelayanan terbaik dan memberikan rekomendasi untuk perbaikan berkelanjutan, guna meningkatkan efektivitas dan efisiensi pelayanan di departemen ini. In the hospitality sector, especially in luxury resorts and hotels such as The Setai Miami Beach, there are several problems that need to be addressed. First, the Assistant Server had difficulty communicating with guests who spoke languages other than English, especially Spanish, considering the large number of Spanish-speaking guests. Second, Assistant Servers often feel overwhelmed when guests finish at the same time and have to clean and set up multiple tables as quickly as possible, resulting in decreased efficiency and potential guest dissatisfaction. This research was conducted by I Wayan Ruben Santiago, a 20 year old man who serves as an Assistant Server in the Food & Beverage Service Department at The Setai Miami Beach, with the aim of observing, recording and analyzing the implementation of daily tasks in accordance with Operational Standards Procedures (SOP) that have been established. Based on the results of observations on May 2 2024, it was found that most of the tasks had been carried out well, including preparing the table, polishing cutlery, replenishing drink supplies, folding napkins, and attending briefings. However, there are several non-conformities with the SOP, such as welcoming guests, rearranging tables for full meal packages, and lighting tables after use. This research identifies the challenges faced in providing the best service and provides recommendations for continuous improvement, in order to increase the effectiveness and efficiency of services in this department.