The Role Of The Staff In Improving Work Operations At The Coffee Shop To Increase Guest Satisfaction At Garuda Plaza Medan Hotel
##plugins.themes.academic_pro.article.sidebar##
Published
May 31, 2021
Download
Statistic
Downloads
Download data is not yet available.
##plugins.themes.academic_pro.article.main##
Abstract
This study aims to determine the waiter's service to guest satisfaction, know the sense of empathy and sympathy of the waiter to the guest's happiness, and know the supervisor's supervision of the waiter's service in the restaurant. This research was conducted on waiters, supervisors, and guests. There are five waitresses in the Coffee Shop, two supervisors, and sampling for guests. The results showed that 65% of waiters did not know about service in increasing guest satisfaction, 57.15% of supervisors did not supervise the work of the waiter in improving operations. working at the Coffee Shop and 65.72% of guests feel less satisfied and comfortable with the services provided by the waitress at the Coffee Shop
##plugins.themes.academic_pro.article.details##
How to Cite
Ginting, H., & Novika sari, A. (2021). The Role Of The Staff In Improving Work Operations At The Coffee Shop To Increase Guest Satisfaction At Garuda Plaza Medan Hotel. Enrichment : Journal of Management, 11(2), 559-569. https://doi.org/10.35335/enrichment.v11i2.229
References
[1] K. Hepani, P. Indah Rahmawati, and N. D. Andiani, "Palms Restaurant Performance Improvement Strategy for the Palms Restaurant Hotel Holiday Inn Resort Baruna Bali," J. Manaj. Hospitality and Tourism, vol. 2, no. 2, 2019, doi:10.23887/jmpp.v2i2.22098.
[2] R. S. Tanjung and D. Rohayati, "Utilization of WhatsApp groups in teaching English to seafood restaurant waiters at the Pangandaran east coast fish market," J. Kepa, vol. 3, no. 2, 2019.
[3] M. Ilham and W. Waryono, "APPLICATION OF STANDARD OPERATING PROCEDURE FOR FOOD AND BEVERAGES BY SERVANTS AT DARA HOTEL NEW D'DHAVE RESTAURANT PADANG," J. Kaji. TOURISM AND HOSPITALITY BUSINESS, vol. 1, no. 1, 2020, doi:10.24036/jkpbp.v1i1.2472.
[4] H. Jatmiko, "Effectiveness and Productivity of Waitress Work on Hotel Services in Jember," Aware Wisat J. Tourism, vol. 2, no. 1, 2019, doi:10.32528/SW.v2i1.1822.
[5] K. R. Mentari, D. Ockto S., and A. F. Rahman, "INFLUENCE OF TRAINING ON FOOD AND BEVERAGE SERVICE SERVICES AT THE SWISS-BELIN HOTEL MALANG," J. Manaj. Hospitality, vol. 6, no. 1, 2020, doi:10.9744/jmp.6.1.46-52.
[6] Permenakertrans, "Regulation of the minister of manpower of the Republic of Indonesia number 5 of 2018," J. Pendidikan, Teknol. and Vocational., vol. 4, no. 2, 2018.
[7] E. N. Novianta, "Digital Digital Repository Repository, University of Jember University," Monop. And Unfair Business Competition In Trade. Prod. Bottled Drinking Water, vol. 1, no. 3, 2018.
[8] Permenaker, "Regulation of the Minister of Manpower of the Republic of Indonesia No. 5 of 2018 concerning Occupational Safety and Health in the Work Environment," J. Pendidikan, Teknol. and Vocational., vol. 4, no. 2, 2018.
[9] K. Putra and R. Indriyani, "The Influence of Customer Trust on Customer Satisfaction Cv Mitra Perkasa Utomo," J. Manaj. Dan Business, vol. 7, no. 2016, 2018.
[10] C. Thungasal, "The Influence of Service Quality and Price on Customer Loyalty through Customer Satisfaction at Kasuari Hotels," Agora, vol. 7, no. 1, 2019.
[11] N. Nanicova, "The Effect of Service Quality on Customer Satisfaction Noach Cafe And Bistro," Agora, vol. 7, no. 2, 2019.
[12] S. and Andrew, "The Role of Customer Satisfaction in Mediating the Effect of Product Quality and Service Quality on Customer Loyalty," J. Entrepreneurship, Accounting, and Management. TRI BUSINESS, vol. 2, no. 2, 2020.
[13] Rinaldi, Kadunci, and Sulistyowati, "The Influence of Gojek's Online Transportation Service Quality on Customer Satisfaction in Jakarta State Polytechnic Business Administration Students," JIM UPB (Jurnal Ilm. Manaj. Univ. Puter. Batam), vol. 7, no. 1, 2019.
[14] M. A. Novia, B. Semmaila, and I. Imaduddin, "The Influence of Service Quality and Product Quality on Customer Satisfaction," Governance, vol. 7, no. 2, 2020, doi:10.52103/tatakelola.v7i2.174.
[15] A. Riyanto, "IMPLICATIONS OF SERVICE QUALITY IN IMPROVING CUSTOMER SATISFACTION IN PDAM CIBADAK SUKABUMI," Ecodemica, vol. 2, no. 1, 2018.
[2] R. S. Tanjung and D. Rohayati, "Utilization of WhatsApp groups in teaching English to seafood restaurant waiters at the Pangandaran east coast fish market," J. Kepa, vol. 3, no. 2, 2019.
[3] M. Ilham and W. Waryono, "APPLICATION OF STANDARD OPERATING PROCEDURE FOR FOOD AND BEVERAGES BY SERVANTS AT DARA HOTEL NEW D'DHAVE RESTAURANT PADANG," J. Kaji. TOURISM AND HOSPITALITY BUSINESS, vol. 1, no. 1, 2020, doi:10.24036/jkpbp.v1i1.2472.
[4] H. Jatmiko, "Effectiveness and Productivity of Waitress Work on Hotel Services in Jember," Aware Wisat J. Tourism, vol. 2, no. 1, 2019, doi:10.32528/SW.v2i1.1822.
[5] K. R. Mentari, D. Ockto S., and A. F. Rahman, "INFLUENCE OF TRAINING ON FOOD AND BEVERAGE SERVICE SERVICES AT THE SWISS-BELIN HOTEL MALANG," J. Manaj. Hospitality, vol. 6, no. 1, 2020, doi:10.9744/jmp.6.1.46-52.
[6] Permenakertrans, "Regulation of the minister of manpower of the Republic of Indonesia number 5 of 2018," J. Pendidikan, Teknol. and Vocational., vol. 4, no. 2, 2018.
[7] E. N. Novianta, "Digital Digital Repository Repository, University of Jember University," Monop. And Unfair Business Competition In Trade. Prod. Bottled Drinking Water, vol. 1, no. 3, 2018.
[8] Permenaker, "Regulation of the Minister of Manpower of the Republic of Indonesia No. 5 of 2018 concerning Occupational Safety and Health in the Work Environment," J. Pendidikan, Teknol. and Vocational., vol. 4, no. 2, 2018.
[9] K. Putra and R. Indriyani, "The Influence of Customer Trust on Customer Satisfaction Cv Mitra Perkasa Utomo," J. Manaj. Dan Business, vol. 7, no. 2016, 2018.
[10] C. Thungasal, "The Influence of Service Quality and Price on Customer Loyalty through Customer Satisfaction at Kasuari Hotels," Agora, vol. 7, no. 1, 2019.
[11] N. Nanicova, "The Effect of Service Quality on Customer Satisfaction Noach Cafe And Bistro," Agora, vol. 7, no. 2, 2019.
[12] S. and Andrew, "The Role of Customer Satisfaction in Mediating the Effect of Product Quality and Service Quality on Customer Loyalty," J. Entrepreneurship, Accounting, and Management. TRI BUSINESS, vol. 2, no. 2, 2020.
[13] Rinaldi, Kadunci, and Sulistyowati, "The Influence of Gojek's Online Transportation Service Quality on Customer Satisfaction in Jakarta State Polytechnic Business Administration Students," JIM UPB (Jurnal Ilm. Manaj. Univ. Puter. Batam), vol. 7, no. 1, 2019.
[14] M. A. Novia, B. Semmaila, and I. Imaduddin, "The Influence of Service Quality and Product Quality on Customer Satisfaction," Governance, vol. 7, no. 2, 2020, doi:10.52103/tatakelola.v7i2.174.
[15] A. Riyanto, "IMPLICATIONS OF SERVICE QUALITY IN IMPROVING CUSTOMER SATISFACTION IN PDAM CIBADAK SUKABUMI," Ecodemica, vol. 2, no. 1, 2018.