Analisis Penerapan Standard Operating Procedure Leading Quality Assurance terhadap Pelayanan Pramusaji di Akasa Restaurant and Bar Jumeirah Bali - Indrawan, I Putu Agus Hary; Wirawan, Putu Eka; Amir, Firlie Lanovia (Institut Pariwisata dan Bisnis Internasional, 2025)
Penelitian ini bertujuan untuk menganalisis implementasi Standard Operating Procedure (SOP) pramusaji berbasis Leading Quality Assurance (LQA), mengidentifikasi kendala yang dihadapi, serta mengevaluasi upaya optimalisasi dalam meningkatkan kualitas pelayanan di Akasa Restaurant and Bar Jumeirah Bali. Pendekatan yang digunakan dalam penelitian ini adalah metode kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil menunjukkan bahwa SOP LQA telah diterapkan melalui briefing harian, pelatihan berkala, dan evaluasi rutin. Namun, ditemukan beberapa kendala seperti pelayanan tidak optimal saat jam sibuk, rendahnya pemahaman SOP oleh karyawan baru, SOP yang belum adaptif terhadap tamu lokal, serta kurangnya sistem evaluasi individu. Kebaruan dari penelitian ini terletak pada usulan strategis berbasis praktik langsung di lapangan, antara lain pengaturan shift kerja, penambahan karyawan cadangan, modul SOP interaktif berbasis video dan e-learning, penyesuaian pendekatan komunikasi kepada tamu domestik, serta sistem evaluasi kinerja individu berbasis SOP dengan integrasi umpan balik tamu secara real-time. Hasil penelitian ini diharapkan dapat menjadi acuan praktis bagi manajemen dalam meningkatkan efektivitas penerapan SOP LQA, serta memperkuat standar layanan yang konsisten dan adaptif di Akasa Restaurant and Bar Jumeirah Bali. This study aims to analyze the implementation of Standard Operating Procedure (SOP) for waiters based on Leading Quality Assurance (LQA), identify the obstacles faced, and evaluate optimization efforts in improving the quality of service at Akasa Restaurant and Bar Jumeirah Bali. The approach used in this study is a descriptive qualitative method with data collection techniques through observation, interviews, and documentation. The results show that the LQA SOP has been implemented through daily briefings, periodic training, and routine evaluations. However, several obstacles were found such as suboptimal service during peak hours, low understanding of SOPs by new employees, SOPs that are not adaptive to local guests, and lack of an individual evaluation system. The novelty of this research lies in the strategic proposals based on direct practice in the field, including work shift arrangements, the addition of reserve employees, interactive SOP modules based on video and e-learning, adjustments to communication approaches to domestic guests, and an SOP-based individual performance evaluation system with real-time integration of guest feedback. The results of this study are expected to be a practical reference for management in increasing the effectiveness of the implementation of LQA SOPs, as well as strengthening consistent and adaptive service standards at Akasa Restaurant and Bar Jumeirah Bali.