ANALISIS PENERAPAN SOP DALAM UPAYA MENINGKATKAN PELAYANAN WAITER/WAITRESS DI MAIN STREET CAFÉ CITITEL HOTEL PENANG MALAYSIA

MAMOLE, ESIANA GRACE (2019) ANALISIS PENERAPAN SOP DALAM UPAYA MENINGKATKAN PELAYANAN WAITER/WAITRESS DI MAIN STREET CAFÉ CITITEL HOTEL PENANG MALAYSIA. Mahasiswa thesis, Politeknik Negeri Manado.

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Abstract

Lack of understanding of employees in complying with operational standards of procedures can certainly affect the services provided to guests and smooth operations. The purpose of this study is to analyze the application of SOP in an effort to improve service of the waiter/waitress at Main Street Café Cititel Hotel Penang Malaysia. There are jobs that are not carried out based on standards, for example, employees rarely attend briefings involving all staff, rarely greeting guests kindly, employees are not good at taking reservations or booking guests, sugar containers are less attention, lack mastery on menus and equipment, less attention to water inside water goblet, orders are often delivered not on time,bottles of wine are not opened in front of guests, do not use the bussing method, rarely leave the restaurant clean because of the lack of employees so that the work piles up and cannot be finished on time. From the results of the study it was found that out of 41 SOP which is done 12, rarely done 24, and not done 5. In this research using descriptive methods while the data obtained in the form of SOP food & beverage service main street café, by tabulating it in the form of a check-list table so that the employee's work is suitable and which is not in accordance with the SOP. The conclusion that can be drawn in this study is that SOP which is done 29%, rarely done 59%, and not done 12%. So, most SOP cannot be carried out maximally.

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