Upaya Supervisor Dalam Meningkatkan Kualitas Pelayanan Pramusaji - Lawadanu, I Komang Adi; Yani, Ni Wayan Mega Sari Apri (Institut Pariwisata dan Bisnis Internasional, 2024)
Mads Lange Restaurant Ubud merupakan ruang makan tenda bertingkat di Camp. Dari hasil pengamatan pertama ditemukan complaint dari tamu mengenai pelayanan di Mads Lange Restaurant. Penelitian ini memiliki tujuan yaitu untuk menemukan upaya-upaya yang dilakukan supervisor dalam meningkatkan kualitas pelayanan pramusaji dan kendala-kendala yang dihadap supervisor dalam menerapkan standar pelayanan pramusaji. Deskriptif kualitatif merupakan metodelogi penelitian yang digunakan, dalam proses penelitian ini teknik pengumpulan data yang dimanfaakan berupa observasi (pengamatan), wawancara (melakukan tanya jawab dengan pihak informan), dokumentasi (mencari dokumen-dokumen berupa gambar yang terkain dengan penelitian). Deskriptif kualitatif merupakan metodelogi penelitian yang digunakan. Dari hasil pengumpulan data didapatkan kendala-kendala yang ditangani oleh pelayan yaitu minimnya disiplin pelayan dalam mengikuti pelatihan-pelatihan, tidak akuratnya waktu penyerahan makanan, kurang tanggapnya pelayan terhadap masalah selama oprasional, kurangnya perhatian pelayan terhadap tamu. Upaya dari Supervisor dalam meningkatakan kemampuan pelayanan peramusaji yaitu dengan melaksanakn pelatihan SOP (Standar Oprasional Prosedur), memberikan pelajaran product knowledge, memberikan breifings kepada pramusaji dan selalu mengecek grooming pelayan. Mads Lange Restaurant Ubud is a terraced tented dining area at Camp. Based on the results of initial observations, complaints were found from guests about the service at Mads Lange Restaurant. The purpose of this study was to find out the efforts made by supervisors in improving the quality of waitress service and the constraints faced by supervisors in implementing server service standards. In this study the type of data used was qualitative, in the process of this research the data collection techniques used were observation (observations), interviews (doing questions and answers with related parties), documentation (looking for documents related to this research). The data analysis technique used is descriptive qualitative. From the results of data collections, it was found that the obstacles faced by the waiter were the low discipline of the waiter in participating in the training, the inaccuracy of the food serving time, the lack of responsiveness of the waiter to problems during operations, the lack of attention of the waiter towards guests. The Supervisor's efforts to improve the quality of waiter service are by providings SOP (Standard Operational Procedure) trainings, providing product knowledge training, providing briefings to waiters and always checking the grooming of waiters.