Strategi Manager Dalam Meningkatkan Pelayanan Pramusaji - Astrarini, Dewa Ayu Kadek Eta; Koerniawaty, Francisca Titing (Institut Pariwisata dan Bisnis Internasional, 2024)
Penelian ini membahas taktik manager untuk meningkatkan layanan pramusaji di Cortina Restaurant. Penelitian bertujuan memahami taktik manager untuk optimalkan layanan pramusaji di Cortina Restaurant. Studi ini memakai metode kualitatif. Metode pengumpulan data melalui observasi, wawancara, dan analisa dokumentasi bersama manager terkait operasi di Cortina Restaurant. Hasil menampakkan beberapa isu di Cortina Restaurant seperti kekurangan staf pramusaji, ketidakhadiran penguasaan SOP dan pengetahuan produk menu, minimnya perhatian spesifik kepada tamu, seperti saat breakfast ketika mengisi air yang kosong, dan kekurangan peralatan, khususnya alat makan dan gelas yang memperlambat layanan, khususnya di waktu sibuk (breakfast). Saran yang diberikan kepada bagian pramusaji meliputi penerapan SOP yang telah ditentukan, strategi dari manager melalui pelatihan dan briefing, menambah jumlah server untuk mendukung karyawan agar tidak overburdened, dan meningkatkan ketersediaan alat makan dan gelas sesuai kebutuhan saat restoran penuh. Selain itu, penting bagi Cortina Restaurant untuk terus memantau dan mengevaluasi kualitas pelayanannya secara berkala. Feedback dari pelanggan bisa menjadi sumber informasi berharga untuk perbaikan berkelanjutan. This study discusses the manager's tactics to improve waiter service at Cortina Restaurant. The research aims to understand the manager's tactics to optimize the waiter service at Cortina Restaurant. This study employs a qualitative method. Data collection methods include observation, interviews, and documentation analysis with the manager regarding operations at Cortina Restaurant. The results highlight several issues at Cortina Restaurant, such as a shortage of waitstaff, a lack of mastery over SOPs and menu product knowledge, insufficient specific attention to guests, for instance during breakfast when refilling empty water glasses, and a lack of equipment, especially dining utensils and glasses, which slows down service, especially during busy times (breakfast). Recommendations for the waitstaff include implementing the established SOPs, strategies from the manager through training and briefings, increasing the number of servers to support employees so they are not overburdened, and enhancing the availability of dining utensils and glasses as needed when the restaurant is full. Additionally, it's essential for Cortina Restaurant to continuously monitor and evaluate its service quality. Customer feedback can be a valuable source of information for ongoing improvements.