Analisis Kualitas Pelayanan Waitress Terhadap Kepuasan Tamu di Uma Cucina Restaurant, Hotel COMO Uma Ubud Bali

Dewi, Sang Ayu Putu Sri Puspita
Antara, Ida Bagus Ketut Soma

Jurnal Ilmiah Pariwisata dan Bisnis
Vol. 4 No. 10 (2025): Jurnal Pariwisata dan Bisnis Internasional

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan waitress terhadap kepuasan tamu di Uma Cucina Restaurant, Hotel COMO Uma Ubud, Bali. Dalam industri perhotelan, khususnya pada layanan makanan dan minuman, waitress memiliki peranan penting sebagai ujung tombak dalam menciptakan kesan pertama dan pengalaman menyeluruh bagi tamu. Menggunakan pendekatan kualitatif, data diperoleh melalui observasi, wawancara, dan dokumentasi.Hasil penelitian menunjukkan bahwa pelayanan waitress yang mencakup (tangibles), (reability), (responsiveness), (assurance), dan (empathy) memiliki pengaruh signifikan terhadap kepuasan tamu. Waitress yang tampil rapi, sopan, cepat tanggap serta mampu memberikan perhatian personal kepada tamu, berkontribusi besar dalam membentuk persepsi positif terhadap layanan restoran. Selain itu, upaya manajemen dalam meningkatkan kualitas pelayanan, seperti pelatihan rutin, evaluasi kinerja, pemberian penghargaan, dan peberdayaan waitress dalam pengambilan keputusan operasional, turut mendorong peningkatan kualitas layanan. Temuan ini mengidikasikan bahwa pelayanan yang tidak hanya fokus pada teknis kerja, tetapi juga aspek emosional dan komunikasi interpersonal, sangat menentukan tingkat kepuasan tamu. Oleh karena itu, penting bagi pihak hotel untuk terus berinovasi dan menjaga standar pelayanan waitress agar mampu bersaing dan memenuhi harapan tamu dalam jangka panjang.   This study aims to analyze the quality of waitress service on guest satisfaction at Uma Cucina Restaurant, COMO Uma Ubud Hotel, Bali. In the hospitality industry, particularly in food and beverage service, waitresses play a crucial role as the frontliners in creating first impressions and delivering a complete guest experience. Using a qualitative approach, data were collected through observation, interviews, and documentation. The research findings indicate that the quality of waitress service, which includes (tangibles), (reliability), (responsiveness), (assurance), and (empathy), has a significant impact on guest satisfaction. Well-groomed, polite, responsive waitresses who are able to provide personalized attention contribute greatly to forming a positive perception of the restaurant’s service. Furthermore, management efforts to enhance service quality—such as regular training, performance evaluations, incentive programs, and empowering waitresses in operational decision-making—also drive service improvements. These findings suggest that service quality that emphasizes not only technical performance but also emotional and interpersonal communication aspects plays a vital role in determining guest satisfaction. Therefore, it is essential for the hotel to continually innovate and maintain high service standards to stay competitive and meet long-term guest expectations.