PENTINGNYA KUALITAS PELAYANAN SEORANG WAITER DALAM MENINGKATKAN KEPUASAN TAMU RESTORAN HOTEL GRAND MENTARI BANJARMASIN

Abstract

The problem studied concerns the service quality of a
waiter/ess at the Grand Mentari Hotel Restaurant,
Banjarmasin which affects guest satisfaction while in the
Grand Mentari Hotel Restaurant, Banjarmasin. The method
used in this research is descriptive method, which describes or
describes the phenomena that occur based on the data
obtained in the field, namely the quality of service of a
waiter/ess in providing services to guests and guest responses
to the quality provided. The results of this study are that there
are guest complaints about the services provided by the hotel
so that it affects the arrival rate of guests who come, while it is
seen from the guest responses to the variable level of guest
satisfaction that the quality of service by the waiter/ess is good
enough, but there are still some things that need to be
improved and further improved such as in terms of service that
is still unsatisfactory for guests such as being more sensitive to
guests, waiters/ess know how to serve guests politely, greet
new guests politely, serve quickly and responsively, and give
good attention. full in serving guests. Procedures (SOP), hold
training regarding service to employees and training, or invite
experienced trainers from outside to increase knowledge, and
make job desk books for each department.