Analisis Standar Operasional Prosedur Terhadap Pelayanan Breakfast

Saputra, I Made Ananta Dwi
Muliadiasa, I Ketut

Jurnal Ilmiah Pariwisata dan Bisnis
Vol. 3 No. 5 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Mei 2024

Penelitian yang dilakukan di The Lounge Restaurant, The Mulia Bali ini bertujuan untuk mengetahui bagaimana pelaksanaan SOP di The Lounge Restaurant, dan upaya yang harus dilakukan untuk mengatasi masalah yang ada sehingga kedepannya penelitian ini dapat menjadi bahan penunjang operasional agar mewujudkan operasional yang baik. Penelitian ini berjenis teknik analisis deskriptif kualitatif dan teknik pengumpulan data berupa observasi, wawancara dan dokumentasi. Adapun sampel yang digunakan sebanyak 16 orang yang merupakan pramusaji di The Lounge Restaurant. Melalui penelitian ini didapatkan hasil bahwa pelaksanaan SOP sudah dilakukan sesuai dengan prosedur tetapi masih ada beberapa pelayanan yang belum sesuai prosedur antara lain: Hostess / Waiter menyambut tamu dalam waktu 30 detik dan Meminta guest comment untuk mengetahui experience tamu saat breakfast. Hal tersebut tidak dijalankan dengan semestinya dikarenakan kondisi breakfast di The Lounge Restaurant yang ramai dan terbatasnya jumlah pramusaji. The research carried out at The Lounge Restaurant, The Mulia Bali aims to find out how SOPs are implemented at The Lounge Restaurant, and the efforts that must be made to overcome existing problems so that in the future this research can become operational support material to realize good operations. This research uses qualitative descriptive analysis techniques and data collection techniques in the form of observation, interviews and documentation. The sample used was 16 people who were waiters at The Lounge Restaurant. Through this research, the results showed that the implementation of the SOP had been carried out in accordance with procedures, but there were still several services that did not comply with procedures, including: Hostess / Waiters welcomed guests within 30 seconds and asked for guest comments to find out the guest's experience at breakfast. This was not carried out properly due to the crowded breakfast conditions at The Lounge Restaurant and the limited number of waiters.