Implementasi Prosedur Operasi Standar Pelayanan Pramusaji di Restoran - Pratiwi , Kadek Ratna; Aprinica , Ni Putu Isha (Institut Pariwisata dan Bisnis Internasional, 2023)
Manajemen restoran pada penerapan Standar Operasional Prosedur (SOP) selalu menggunakan acuan Standar Operasional Prosedur (SOP) sebagai pijakan dasar dalam mendukung kegiatan operasional, akan tetapi yang terjadi banyak restoran-restoran yang cukup ternama tidak selalu menerapkan Standar Operasional Prosedur (SOP) sebagai acuan dasar. Penelitian ini bertujuan untuk mengetahui implementasi Standar Operasional Prosedur pelayanan pramusaji di Bale Udang Mang Engking, mengetahui kendala yang dihadapi dalam penerapan standar operasional pramusaji, sekaligus untuk mengetahui penyebab terjadinya kendala yang dialami pramusaji. Penelitian ini menggunakan metode pengumpulan data yang terdiri dari observasi, kuesioner dan wawancara. Penelitian ini menggunakan teknik analisis datayaitu kualitatif. Berdasarkan hasil penelitian ini menyatakan bahwa pramusaji di Bale Udang Mang Engking sudah menerapkan Standar Operasional Pramusaji namun ada beberapa pramusaji yang belum melaksanakannya dengan sempurna, dari 11 poin Standar Operasional Prosedur (SOP) ada tiga poin prosedur pelayanan yang belum terlaksana dengan baik yaitu: 1) Serve Food and Drink by Runner, 2) Checking Guest Satisfuction, 3) Presenting Dessert Menu. Dari hasil observasi ketiga poin ini belum terlaksana dengan baik dikarenakan situasi restoran yang ramai dan kurangnya jumlah pegawai, sehingga pramusaji merasa kewalahan dan ada poin SOP yang terlewatkan. Saran dari penelitian ini yaitu menambah pegawai guna untuk mengantisipasi ketika pengunjung yang diperkirakan datang melebihi perkiraan sebelumnya. Namun ketika penambahan pegawai dilakuakan pihak manajemen restoran harus langsung memberikan pelatihan tentang bagaimana Standar Operasional Prosedur (SOP) pelayanan pramusaji di Bale Udang Mang Engking. Restaurant management in implementing Standard Operating Procedures (SOP) always uses Standard Operating Procedures (SOP) as a basis for supporting operational activities, but what many well-known restaurants do not always apply Standard Operating Procedures (SOP) as a basic reference. This study aims to determine the implementation of Standard Operating Procedures for waiters at Bale Udang Mang Engking, to finding out the obstacles faced in implementation the standard operating procedures of waiters, as well as to find out the causes of the occurrence of waiters. This study uses data collection methods consisting of observations, questionnaires and interviews. This study uses data analysis techniques, namely qualitative. Based on the results of this study, it was stated that the waiters at Bale Udang Mang Engking had implemented the Standard Operating Procedure of the Waitress but there were some waiters who had not carried it out perfectly, from 11 points of Standard Operating Procedures (SOP) there were three points of service procedures that had not been implemented properly, namely: 1) Serving Food and Beverages by Runner, 2) Checking Guest Satisfaction, 3) Serving Dessert Menus. From the results of observations, these three points have not been implemented properly because of the crowded restaurant situation and the lack of employees, so the waiters feel overwhelmed and there are SOP points that are missed. Suggestions from this study are to add employees to anticipate when the expected visitors to come exceed previous estimates. However, when the addition of employees is carried out, the restaurant management must immediately provide training on how to Standard Operating Procedures (SOP) for waiter service at Bale Udang Mang Engking..