Pengaruh Sequence of Service Terhadap Kepuasan Tamu Di Tavernetta Vail - Pradnya, Ni Luh Ketut Kirana Dewi; Praminatih, Gusti Ayu (Institut Pariwisata dan Bisnis Internasional, 2025)
Penelitian ini bertujuan untuk menganalisis penerapan sequence of service oleh waitress serta efektivitasnya dalam meningkatkan kepuasan tamu di Tavernetta Vail, sebuah restoran Italia mewah yang berlokasi di Four Seasons Resort Vail, Colorado. Latar belakang penelitian ini dilandasi oleh pentingnya kualitas layanan dalam industri perhotelan, khususnya pada aspek pelayanan makanan dan minuman yang secara langsung memengaruhi pengalaman dan loyalitas pelanggan. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan jenis penelitian deskriptif asosiatif. Data diperoleh melalui penyebaran kuesioner kepada 30 tamu restoran serta observasi langsung terhadap perilaku waitress selama melayani. Hasil penelitian menunjukkan bahwa sebagian besar waitress telah menerapkan urutan pelayanan sesuai standar, mulai dari penyambutan, pemberian rekomendasi menu, hingga penyajian makanan. Namun, ditemukan beberapa aspek yang masih perlu ditingkatkan, seperti konsistensi dalam menjelaskan pesanan dan penataan peralatan saat jam sibuk. Uji regresi sederhana menunjukkan adanya pengaruh signifikan antara penerapan sequence of service terhadap kepuasan tamu, yang ditunjukkan dengan nilai koefisien positif. Temuan ini menegaskan bahwa kualitas pelayanan waitress yang sesuai prosedur dapat meningkatkan kenyamanan tamu, memperkuat citra restoran, serta mendorong tingkat rekomendasi dari pelanggan. Penelitian ini diharapkan menjadi acuan strategis bagi pihak manajemen restoran dalam menyusun pelatihan pelayanan yang berkelanjutan dan berbasis pengalaman tamu. This study aims to analyze the implementation of the sequence of service by waitresses and its effectiveness in increasing guest satisfaction at Tavernetta Vail, a luxury Italian restaurant located at the Four Seasons Resort Vail, Colorado. The background of this study is based on the importance of service quality in the hospitality industry, particularly in food and beverage service, which directly impacts customer experience and loyalty. The research method used was a quantitative approach with a descriptive associative approach. Data were obtained through questionnaires distributed to 30 restaurant guests and direct observation of waitress behavior during service. The results showed that most waitresses implemented the standard service sequence, from greeting and providing menu recommendations to serving food. However, several aspects were identified that needed improvement, such as consistency in explaining orders and arranging equipment during peak hours. A simple regression test showed a significant effect between the implementation of the sequence of service and guest satisfaction, as indicated by a positive coefficient value. These findings confirm that the quality of waitress service that follows procedures can improve guest comfort, strengthen the restaurant's image, and encourage customer recommendations. This research is expected to serve as a strategic reference for restaurant management in developing sustainable, experience-based service training.