Handling Family Style Meals for VIP Guests at the Sinabung Restaurant at the Sinabung Hills Resort Berastagi Hotel

Pandia, Yepta Pandianta s.

Healing : Jurnal Pariwisata
Vol. 2 No. 2 (2023): Healing: jurnal pariwisata

Family style is a type of food service where dishes are served in stages, starting from appetizers to dessert. This service style is commonly used during family events and official meetings, especially for VIP guests. In handling VIP guests, waiters are expected to provide attentive and professional service. To obtain accurate data, the author conducted field observations using qualitative research methods by observing 1 Food and Beverage Manager, 1 Captain, 4 waiters, and 10 guests who experienced family style service. Based on the data collected, the author concludes that the implementation of family style service for VIP guests at Sinabung Restaurant, Sinabung Hills Resort Berastagi Hotel, is still not well-executed. The service provided by the waitstaff often does not meet the established standard operating procedures, and VIP guests are frequently overlooked—for example, waiters forgetting to serve water after guests are seated. The author recommends that the Food and Beverage Manager pay closer attention to the service process and ensure that all staff follow proper procedures, particularly when serving VIP guests, to improve guest satisfaction and service quality.