<![CDATA[The Greenbrier Hotel, sebagai salah satu destinasi mewah di West Virginia, dikenal karena standar pelayanannya yang tinggi, termasuk di Main Dining Room sebagai pusat operasional restoran utama. Salah satu posisi penting dalam menunjang kelancaran pelayanan adalah food runner, yang bertugas menjembatani dapur dan tamu. Namun, hasil studi pendahuluan menunjukkan adanya kendala dalam penerapan Standar Operasional Prosedur (SOP) food runner, seperti koordinasi yang kurang efektif, keterlambatan penyajian, dan kesalahan menu. Hal ini menandakan pentingnya evaluasi terhadap implementasi SOP yang berlaku. Penelitian ini bertujuan untuk mengetahui bagaimana penerapan SOP food runner dan apa saja kendala yang ditemui food runner saat menerapkan SOP Pelayanan tamu di Restaurant Main Dining Room Hotel The Greenbrier. Penelitian ini menggunakan metode deskriptif kualitatif, dengan Teknik pengumpulan data observasi, wawancara, dan dokumentasi. Hasil dari penelitian ini menunjukkan, 1) Penerapan SOP oleh food runner di Restaurant Main Dining Room Hotel The Greenbrier telah berjalan secara optimal, dengan hasil ceklist observasi, sebanyak 94% (16 dari 17 poin SOP) telah diterapkan dengan baik oleh food runner. 2) Kendala utama dalam penerapan SOP berasal dari tingginya beban kerja dan tekanan waktu saat restoran ramai, yang menyebabkan beberapa prosedur kecil terabaikan. Namun, upaya manajerial seperti briefing rutin, pelatihan, dan penguatan kerja tim terbukti efektif dalam meminimalisasi hambatan dan menjaga kualitas pelayanan tetap profesional. The Greenbrier Hotel, as one of the luxury destinations in West Virginia, is renowned for its high standards of service, particularly in the Main Dining Room, which serves as the hotel’s main restaurant operations center. One of the key roles supporting smooth service delivery is that of the food runner, whose main responsibility is to bridge the kitchen and the guests. However, preliminary observations indicate several obstacles in the implementation of the Standard Operating Procedure (SOP) for food runners, such as ineffective coordination, delays in service, and menu errors. These findings highlight the importance of evaluating the current SOP implementation. This study aims to explore how the SOP for food runners is implemented and to identify the challenges faced by food runners in applying guest service procedures at the Main Dining Room Restaurant of The Greenbrier Hotel. This research employs a qualitative descriptive method, using observation, interviews, and documentation as data collection techniques.The results of this study indicate: 1) The implementation of the SOP by food runners at the Main Dining Room Restaurant of The Greenbrier Hotel has been carried out optimally, with 94% (16 out of 17 SOP points) successfully applied according to the observation checklist. 2) The main challenge in SOP implementation stems from high workloads and time pressure during busy restaurant hours, which can lead to the neglect of minor procedures. However, managerial efforts such as regular briefings, training, and team-building initiatives have proven effective in minimizing obstacles and maintaining professional service quality.]]>
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