PENTINGNYA KUALITAS PELAYANAN SEORANG WAITER DALAM MENINGKATKAN KEPUASAN TAMU RESTORAN HOTEL GRAND MENTARI BANJARMASIN)
Keywords:Service Quality, Waiters, Gues Satisfaction
Problems related to the service quality of a waiter at the Grand Mentari Hotel Banjarmasin restaurant affects guest satisfaction while at the Grand Mentari Hotel Banjarmasin restaurant.The method used in this study is a descriptive method, which describes or describes phenomena that occur based on data obtained in the field, namely the service of a waiter in providing services to guests and responses to the quality provided.The results of this study are, guest complaints about the services provided by the hotel so that it affects the arrival rate of guests who come, while judging from guest responses to the variable level of guest satisfaction that the quality of service by the waiter is quite good, but there are still some things that need to be improved and further improved such as from services that are still unsatisfactory for guests such as being more sensitive to guests, waiters knowing how to serve guests politely, greeting new guests politely, serving quickly and responsively, and giving full attention to serving guests. The conclusion of this study is that the quality of service provided by the waiter is quite good but still needs to be improved and improved. Efforts are made to improve the quality, progress, and progress of the hotel, namely by increasing supervision and action on the implementation of the Standard Operating Procedure (SOP), conducting training on service to employees, having a sense of love for work, coordination between departments and improvements to help employee performance. Suggestions from this research that the hotel does to improve quality, increase the efforts and efforts of the hotel, namely by increasing supervision and action on the implementation of the Standard Operating Procedure (SOP), holding training on employee services and training, or inviting experienced trainers from outside to increase knowledge, as well as create job desk books for each department.
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