<![CDATA[Purpose: This study aimed to analyze the role of waiters in supporting service quality at Seafood Restaurant, NDC Resort & Spa Manado, using the SERVQUAL framework from an operational perspective. Previous studies have mainly examined service quality through customer perceptions, while limited studies explore how waiter roles and operational conditions affect service consistency.Research Methodology: A descriptive qualitative approach was conducted over two weeks in May 2026. Participants were selected through purposive sampling, involving four waiters and four restaurant guests. Data were collected through observation, interviews, and documentation, then analyzed based on the five SERVQUAL dimensions.Results: The findings showed that waiter roles were reflected in all SERVQUAL dimensions. Cleanliness became less consistent during busy periods, while order accuracy was generally maintained despite occasional errors. Response time decreased during peak hours due to increased guest volume. Some waiters required additional confirmation when explaining menu information. However, friendly communication, personal attention, and courteous service were consistently demonstrated.Conclusions: The study highlights that service quality consistency is influenced by both waiter performance and operational factors, including workload, guest volume, and staff coordination.Limitations: This study was conducted in one restaurant over a limited period, restricting broader applicability.Contributions: This study extends SERVQUAL application by examining waiter roles from an operational perspective and provides practical insights into improving service management in hotel restaurants.]]>
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