PENERAPAN STANDARD OPERATIONAL PERSONAL GROOMING PADA DEPARTMENT FRONT OFFICE DAN FOOD AND BEVERAGES SERVICE DI HOTEL EASTPARC YOGYAKARTA

FARAH DHIBA KUSUMA W, Muhamad Sidiq Wicaksono S.E., M.Sc.

2017 | Tugas Akhir | D3 KEPARIWISATAAN SV

Dalam dunia bisnis terutama pada industri jasa seperti perhotelan, penampilan diri/ personal grooming merupakan hal yang wajib untuk diterapkan oleh karyawan hal ini dikarenakan penampilan prima karyawan akan mampu menciptakan kesan baik dimata pelanggan, selain itu penampilan juga dapat dijadikan tolak ukur profesionalitas seseorang. Department front office dan food and beverages service merupakan department yang memiliki kontak langsung dengan tamu, sehingga penampilan prima dan sikap yang baik dari karyawan harus diperhatikan hal ini terkait dengan kepuasan tamu terhadap pelayanan di Hotel Eastparc. Penelitian ini terdiri dari 3 indikator personal grooming yakni kerapian diri, kebersihan diri dan sikap. Pengolahan data dilakukan dengan metode deskriptif kualitatif dengan teknik pengumpulan data berdasarkan observasi dan wawancara. Narasumber dari penelitian ini adalah karyawan dari department front office dan food and beverages service. Hasil penelitian menunjukan bahwa di Hotel Eastparc standard operational personal grooming sudah diatur sesuai dengan department yang ada di hotel. Penerapan personal grooming di Hotel Eastparc sudah tergolong baik, namun masih ada beberapa pelanggaran yang tidak sesuai dengan standar personal grooming, pada department front office pelanggaran terbanyak terletak pada penggunaan perhiasan dan kebersihan diri, sedangkan untuk food and beverages service pelanggaran terbanyak dilakukan terkait dengan penggunaan sepatu dan seragam karyawan. Secara umum karyawan menganggap bahwa personal grooming menjadi suatu hal yang wajib untuk diterapkan.

In business world, especially in hospitality industry, personal grooming is an essential skill. Guest first impression is the most important thing. thus grooming is a mandatory to be applied by all employees and create professional image. Front office and food and beverages service are department that has direct contact with the guest, so employee who work in front office and food and beverage service must be well groom, have a good attitude and personality. The purpose of research is to identify the standard operational and application personal grooming in front office and food and beverages department of Hotel Eastparc Yogyakarta. This research consists of three indicators; personal grooming, personal hygiene, and attitude. This research using descriptive qualitative method with data collection through observation and interview with employees in front office and food and beverages service. Based on the result concluded that standard operational personal grooming already set accordance with department hotel. In general application of personal grooming in department front office and food and beverages service is quite good but there are still some violations such as front office department, frequent violations are using of jewelry for women and hygiene for men. While frequent violations in food and beverages department are uniform use and shoes use for women and men.

Kata Kunci : Personal Grooming, Front Office Department, Food and Beverage Department, Hotel Eastparc, Evaluation.