Optimalisasi Peran Waiter & Waitress dalam Meningkatkan Pelayanan di Restoran Tang Palace Hotel JW Marriott Surabaya

Ainil Lafifa; Syah Riza Octavy Sandy

doi:10.47134/pjpp.v1i1.1892

Authors

Ainil Lafifa Universitas Muhammadiyah Jember
Syah Riza Octavy Sandy Universitas Muhammadiyah Jember

DOI:

https://doi.org/10.47134/pjpp.v1i1.1892

Keywords:

optimalisasi, peranan, pelayanan, waiter & waitress

Abstract

Pariwisata adalah tindakan bepergian dari satu lokasi ke lokasi lain dengan tujuan untuk bersenang-senang atau melakukan kegiatan wisata atau rekreasi. Banyak hal yang harus dilihat dalam kegiatan industri pariwisata itu sendiri, Salah satunya adalah industri perhotelan. Hotel merupakan salah satu aspek terpenting dalam pari-wisata, dimana hotel menjadi alternatif pilihan penginapan bagi wisatawan yang berkunjung ke suatu destinasi. Hotel memiliki banyak departemen yang mendukung kelancaran operasional hotel, salah satu di antaranya adalah bagian food and beverage department yang bertanggung jawab penuh dalam pengolahan sampai pada saat menyajikan makanan dan minuman restoran tang palace merupakan restoran cina, Restoran Tang Palace ini melayani tamu saat lunch dan dinner. Untuk mengetahui peran waiter & waitress dalam pelayanan di restoran tang palace maka penulis melakukan training selama enam bulan. Pada penelitian ini, teknik analisis yang digunakan adalah teknik analisis deskriptif, yang di dalamnya berisi wawancara, observasi, dan dokumentasi.Dalam melaksanakan dan mengoptimalkan peran dan tanggung jawab waiter & waitress yang bertugas di setiap harinya, maka seorang restoran captain membagi menjadi beberapa peran yakni hostess, cashier,checker dan runner back area.

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