UPAYA WAITER/WAITRESS DALAM MENGHADAPI KELUHAN TAMU PADA HOTEL 88 BANJARMASIN

Abstract

The problem studied is the efforts of waiters in handling guest complaints at Hotel 88 Banjarmasin. Complaint handling is very important because if visitors feel disappointed with the services and products available at Hotel 88 Banjarmasin, visitors will be reluctant to stay or visit again. The method used in this research is descriptive research to describe a factual situation in a systematic and accurate manner. In other words, the purpose of descriptive research is to describe a tool or condition, namely to describe the services provided by waiters to visitors in handling complaints. The results of this study indicate that the handling of complaints given to visitors is in accordance with management's expectations but still needs to be improved in terms of service so that no more guests complain in terms of service and products at Hotel 88 Banjarmasin. The conclusion from the results of this study is that waiter service is quite good, but there are still a number of things that must be improved considering that there are still guests who complain, in other words waiters must deal with guest complaints so as not to damage the hotel's image. Suggestions from the results of this study are that waiters should use standard operating procedures in providing services, so as not to cause guest complaints.