Penerapan Standard Operational Procedure Bagi Waitress Dalam Menyajikan Makanan Dan Minuman Di Royal Restaurant Hotel Royal Ambarrukmo Yogyakarta

DWI LAILA ISTIQOMAH, Pitaya, S.E.T., M.Sc.

2016 | Tugas Akhir | D3 KEPARIWISATAAN SV

Perkembangan industri pariwisata di Yogyakarta khususnya dalam industri perhotelan sangatlah meningkat. Dalam industri perhotelan terdapat beberapa departemen yang saling berhubungan, salah satunya adalah food & beverage service yang keberadaannya sangat penting dalam menyajikan makanan dan minuman. Untuk menunjang hal tersebut, maka tugas seorang waitress sangat diperlukan. Waitress di Royal Restaurant Hotel Royal Ambarrukmo Yogyakarta mempunyai tugas yaitu selain menyediakan dan melayani makanan dan minuman untuk tamu, tetapi juga mempersiapkan kebutuhan tamu didalam restoran. Oleh karena itu, perlu adanya suatu pedoman agar tugas dari waitress dapat berjalan lancar dan sesuai yang diharapkan. Tugas Akhir ini yang berjudul petik Penerapan Standard Operational Procedure bagi Waitress dalam menyajikan makanan dan minuman di Royal Restaurant Hotel Royal Ambarrukmo Yogyakarta petik, mempunyai tujuan yaitu untuk mengetahui pentingnya penerapan dan pembaharuan suatu standar operasional prosedur bagi waitress dalam menjalankan pekerjaan agar berjalan secara konsisten dan lancar. Berdasarkan hasil observasi terbukti bahwa penerapan dan pembaharuan standar operasional prosedur secara konsisten di Royal Restaurant sangatlah penting, guna untuk menunjang pelayanan yang baik. Dengan tidak adanya penerapan dan pembaharuan secara konsisten akan berdampak kepada kinerja waitress dengan munculnya kendala maupun keluhan dari tamu.

The development of the tourism industry in Yogyakarta, especially in the hospitality industry is increasing. In the hospitality industry there are some departments that are interconnected , one of which is food & beverage service being very important in serving food and drinks. To support this, the job of a waitress indispensable. Waitress at the Royal Restaurant Hotel Royal Ambarrukmo Yogyakarta has the task that is in addition to providing and serving food and drinks for guests, but also prepare for the needs of guests in the restaurant. Therefore, the need for a guideline so that the task of the waitress can run smoothly and as expected. This final project is titled �Implementation of the Standard Operating Procedure for Waitress in serving food and drinks at the Royal Restaurant Hotel Royal Ambarrukmo Yogyakarta�, has the objective is to determine the importance of the application and the renewal of a standard operating procedure for the waitress to run the job to run consistently and smoothly. Based on the results of observation, that the renewal application and standard operating procedures are consistently at the Royal Restaurant is important, in order to support good service. In the absence of a consistent application and renewal will affect the performance of waitress with some constraints as well as complaints from guests.

Kata Kunci : Waitress, Service, Standard Operating Procedure, Royal Ambarrukmo Hotel