Performance Optimization of Staff in Improving Guest Satisfaction

Ni Wayan Mega Sari Apri  Yani; Putu Eka  Wirawan

doi:10.23887/ijssb.v6i4.52067

Authors

Ni Wayan Mega Sari Apri Yani Institut Pariwisata dan Bisnis Internasional, Denpasar, Indonesia
Putu Eka Wirawan Institut Pariwisata dan Bisnis Internasional, Denpasar, Indonesia

DOI:

https://doi.org/10.23887/ijssb.v6i4.52067

Keywords:

Optimization, Waitress Performance, Increasing Guest Satisfaction

Abstract

During the Covid-19 pandemic, Bali tourism experienced difficult times, so that many businesses in the tourism accommodation sector were destroyed. Various efforts were made, so that they could survive in difficult times, one of which was strict financial arrangements, reduction of employees, laying off and laying off employees. The performance of the waiter plays an important role in the smooth operation of a restaurant, so it is necessary to optimize the performance of the waiter so that guest satisfaction increases. At the Warung Mesari restaurant, the waiter is not only a waiter for visiting guests, but also an ambassador in introducing and maintaining the restaurant's image. This study looks at the performance of waiters in an effort to increase guest satisfaction and what efforts are made by the Warung Mesari restaurant in optimizing the performance of the waiters. The research method used is descriptive-qualitative with data collection techniques in the form of interviews, documentation studies, and observations. This study resulted in the following findings: the waiters were able to provide good service and establish good relationships with guests who visited the restaurant; the waiters have done their job successfully; the restaurant has received many positive guest comments from guests; the restaurant also gets repeater guests; and guests who have visited again invite their friends to visit the Warung Mesari restaurant.

References

AbuKhalifeh, A. N., & Som, A. P. (2012). Guest satisfaction and loyalty in food and beverage service department in the hotel industry. In 2nd International Conference on Management, 996–1008. https://www.academia.edu/download/30451179/074_054_2ndICM2012_Proceeding_PG0996_1008.pdf.

Afroz, N. N. (2018). Effects of Training on Employee Performance : A Study on Banking Sector, Tangail Bangladesh. Global Journal of Economic and Business, 4(1), 111–124. https://doi.org/10.12816/0048158. DOI: https://doi.org/10.12816/0048158

Atmojo, W. T. (2008). Pariwisata Di Gianyar Bali Dari Wisata Budaya Sampai Wisata Wana. Jurnal Unimed, 69(30), 1. http://digilib.unimed.ac.id/id/eprint/551.

Bell, C. (2019). The New Age Tourism Brand-Wagon in Ubud, Bali: Eat Pay Love. South Asian Research Journal of Arts, Language and Literature, 1(2). https://doi.org/10.36346/SARJALL.2019.v01i03.003. DOI: https://doi.org/10.36346/sarjall.2019.v01i03.003

Castañer, X., & Oliveira, N. (2020). Collaboration, Coordination, and Cooperation Among Organizations: Establishing the Distinctive Meanings of These Terms Through a Systematic Literature Review. Journal of Management, 46(6), 965–1001. https://doi.org/10.1177/0149206320901565. DOI: https://doi.org/10.1177/0149206320901565

Chadès, I., Martin, T. G., Nicol, S., Burgman, M. A., Possingham, H. P., & Buckley, Y. M. (2011). General rules for managing and surveying networks of pests, diseases, and endangered species. Proceedings of the National Academy of Sciences of the United States of America, 108(20), 8323–8328. https://doi.org/10.1073/pnas.1016846108. DOI: https://doi.org/10.1073/pnas.1016846108

Cynthia, I. A., Mandasari, S., Paramananda, N., Luh, N., & Mahendrawati, M. (2021). Program Kemitraan Masyarakat Pada Kelompok Perajin Perak Dharma Batubulan , Kabupaten Gianyar. 5(4), 212–218. https://doi.org/http://dx.doi.org/10.23887/ijcsl.v5i3. DOI: https://doi.org/10.23887/ijcsl.v5i3.36128

Destiana, B. (2018). Pengaruh kualitas pelayanan terhadap kepuasan tamu di Hotel Niagara Parapat Provinsi Sumatera Utara. Destiana Baetie, 5(1), 1–27. https://www.neliti.com/publications/205894/pengaruh-kualitas-pelayanan-terhadap-kepuasan-tamu-di-hotel-niagara-parapat-prov. DOI: https://doi.org/10.54526/jes.v4i1.13

Dewi, D. A. M. A., Suparta, I. W. G., & Indiani, N. L. P. (2019). Potential of Market Development of Products and Marketing Strategies of Wood Crafts in Tegalalang Village, Gianyar Regency to Global Direction. Jurnal Ekonomi & Bisnis JAGADITHA, 6(1), 38–47. https://doi.org/10.22225/jj.6.1.601.38-47.

Diana, P., Suwena, I. K., & Wijaya, N. M. S. (2017). Peran Dan Pengembangan Industri Kreatif Dalam Mendukung Pariwisata Di Desa Mas Dan Desa Peliatan , Ubud. Jurnal Analisis Pariwista, 17(2), 84–92. https://simdos.unud.ac.id/uploads/file_penelitian_1_dir/4bf3a02c11f7b5be37a0425406a16151.pdf.

Gagić, S., Tešanović, D., & Jovičić, A. (2013). The vital components of restaurant quality that affect guest satisfaction. Turizam, 17(4), 166–176. https://scindeks.ceon.rs/article.aspx?artid=1450-66611304166G. DOI: https://doi.org/10.5937/Turizam1304166G

Ganta, V. C. (2014). Motivation in the workplace to improve the employee performance. International Journal of Engineering Technology, Management and Applied Sciences, 2(6), 221–230. https://www.academia.edu/download/54026295/improve_performance.pdf.

Han, H., Hsu, L. T. J., & Sheu, C. (2010). Application of the theory of planned behavior to green hotel choice: Testing the effect of environmental friendly activities. Tourism Management, 31(3), 325–334. https://doi.org/10.1016/j.tourman.2009.03.013. DOI: https://doi.org/10.1016/j.tourman.2009.03.013

Iwayan, R. J., & Utama, I. G. B. R. (2016). Agrotourism as the economics transformation of the tourism village in Bali (case study: Blimbingsari Village, Jembrana, Bali). Journal of Business on Hospitality and Tourism: JBHOST, 2(1), 26–40. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3155156. DOI: https://doi.org/10.22334/jbhost.v2i1.37

Karadag, I., & Kim, W. G. (2006). Comparing market-segment-profitability analysis with department-profitability analysis as hotel marketing-decision tools. Cornell Hotel and Restaurant Administration Quarterly, 47(2), 155–173. https://doi.org/10.1177/001088040528168. DOI: https://doi.org/10.1177/0010880405281683

Lamopia, I. W. G. (2022). The Effectiveness of Applying Smart Tourism in “Monkey Forest Ubud” Towards A Sustainable Economy. In ICHELSS: International Conference on Humanities, Education, Law, and Social Sciences, 2(1), 897–906. http://journal.unj.ac.id/unj/index.php/hispisi/article/download/30995/13780.

Leivas, R., Laso, J., Abejón, R., Margallo, M., & Aldaco, R. (2020). Environmental assessment of food and beverage under a NEXUS Water-Energy-Climate approach: Application to the spirit drinks. Science of The Total Environment, 720, 137576. https://doi.org/10.1016/j.scitotenv.2020.137576. DOI: https://doi.org/10.1016/j.scitotenv.2020.137576

Liang, X., Rozelle, S., & Yi, H. (2022). The impact of COVID-19 on employment and income of vocational graduates in China: Evidence from surveys in January and July 2020. China Economic Review, 75(July), 101832. https://doi.org/10.1016/j.chieco.2022.101832. DOI: https://doi.org/10.1016/j.chieco.2022.101832

Mahyuni, L. P. (2016). Corporate Social Responsibility of Hotels in Bali – Indonesia : Practices, Drivers and Barriers. Curtin University.

Miles, M. B., Huberman, A. M., & Saldaña, J. (2018). Qualitative data analysis: A methods sourcebook. Sage Publications.

Mustika, P. L. K., Birtles, A., Everingham, Y., & Marsh, H. (2013). The human dimensions of wildlife tourism in a developing country: watching spinner dolphins at Lovina, Bali, Indonesia. Journal of Sustainable Tourism, 21(2), 229–251. https://doi.org/10.1080/09669582.2012.692881. DOI: https://doi.org/10.1080/09669582.2012.692881

Ni Kadek, K. (2018). Wacana “Ajeg Bali” Pada Seni Kerajinan Sarana Upacara Di Gianyar Bali. Mudra Jurnal Seni Budaya, 33(1), 26–34. http://repo.isi-dps.ac.id/4539/. DOI: https://doi.org/10.31091/mudra.v33i1.321

Oka, I, M, D., Winia, I, N., Pugra, I, W., & Murni, N, G, N, S. (2020). the Effectiveness of the Green-Based Bartending Learning in Improving the Competence of the Students of Study Program of Hospitality. Journal of Applied Sciences in Travel and Hospitality, 3(1), 12–21. https://doi.org/10.31940/jasth.v3i1.1771. DOI: https://doi.org/10.31940/jasth.v3i1.1771

Pan, H., & Ha, H. Y. (2021). Service quality and satisfaction in the context of varying levels of restaurant image and customer orientation during the Covid-19 pandemic. Sustainability, 13(17), 9694. https://doi.org/10.3390/su13179694. DOI: https://doi.org/10.3390/su13179694

Pitanatri, P. D. S., & Pitana, I. G. (2019). Challenging the Giants: Factors Contributing to Local Homestay Competitiveness in Ubud Bali. The Journal of Social Sciences Research, 5(3), 796–802. https://ideas.repec.org/a/arp/tjssrr/2019p796-802.html. DOI: https://doi.org/10.32861/jssr.53.796.802

Primadewi, S. P. N., Sueca, N. P., Dwijendra, N. K. A., & Siwalatri, N. K. A. (2021). Emerging Architect’s Design Method in Designing Tourist Accommodation Case Study: Tourist Accommodation in Ubud, Bali. Civil Engineering and Architecture, 9(2), 271–280. https://doi.org/10.13189/cea.2021.090201. DOI: https://doi.org/10.13189/cea.2021.090201

Putra, I. G. N. D. P., Elistyawati, I. A., & Oka, I. M. D. (2018). The Application of Menu Appetizer Based on Menu Engineering to Increase Selling In El Patio Restaurant, Sol Beach House Benoa Bali. Journal of Applied Sciences in Travel and Hospitality, 1(2), 178–187. https://ojs.pnb.ac.id/index.php/JASTH/article/view/1010.

Ronquillo, J. C., Popa, A., & Willems, J. (2021). Toward an Understanding of the Role of Human Resources in Cultivating a Climate for Innovation in Nonprofit and Public Organizations. Voluntas, 32(5), 1126–1138. https://doi.org/10.1007/S11266-021-00325-X. DOI: https://doi.org/10.1007/s11266-021-00325-x

Sambou, O., Riniwati, H., & Fanani, Z. (2019). Socio-economic and Environmental Sustainability of Ecotourism Implementation: A Study in Ubud Monkey Forest-Bali, Indonesia. Journal of Indonesian Tourism and Development Studies, 7(3), 200–204. https://jitode.ub.ac.id/index.php/jitode/article/view/379. DOI: https://doi.org/10.21776/ub.jitode.2019.007.03.09

Scott, C., Hawkins, B., & Knai, C. (2017). Food and beverage product reformulation as a corporate political strategy. Social Science & Medicine, 172, 37–45. https://doi.org/10.1016/j.socscimed.2016.11.020. DOI: https://doi.org/10.1016/j.socscimed.2016.11.020

Suh, M., Moon, H., Han, H., & Ham, S. (2015). Invisible and intangible, but undeniable: Role of ambient conditions in building hotel guests’ loyalty. Journal of Hospitality Marketing & Management, 24(7), 727–753. https://doi.org/10.1080/19368623.2014.945223. DOI: https://doi.org/10.1080/19368623.2014.945223

Suhardi, S. (2001). Pengantar Metodologi Penelitian. Cetakan Kedua. BPFE UST.

Surya Suamba, I. B., Anom Wiryasa, N. M., Acwin Dwijendra, N. K., & Diasana Putra, I. (2022). Characteristics and deviation patterns of agricultural land use in tourism area of Canggu, Bali, Indonesia.,. Caspian Journal of Environmental Sciences, 20(2), 423–430. https://doi.org/10.22124/CJES.2022.5591.

Susilawati, S., Falefi, R., & Purwoko, A. (2020). Impact of COVID-19’s Pandemic on the Economy of Indonesia. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 3(2), 1147–1156. http://bircu-journal.com/index.php/birci/article/view/954. DOI: https://doi.org/10.33258/birci.v3i2.954

Susrawan, I. N. A., Wiryawan, I. W. G., & Sari, K. A. P. (2020). Peningkatan Keterampilan Pemilik Umkm Melalui Pelatihan Pembuatan Media Promosi Digital Marketing Di Banjar Ubud Kelod, Kelurahan Ubud, Kecamatan Ubud, Gianyar. Prosiding Seminar Regional Pengabdian Kepada Masyarakat Universitas Mahasaraswati Denpasar Di Masa Pandemi Covid-19 Tahun 2020. https://e-journal.unmas.ac.id/index.php/ProsidingCovid-19/article/download/1896/1517.

Tsui, P. L., & Chen, Y. C. (2020). Sustainable development of hotel food and beverage service training: learning satisfaction with the situated cognitive apprenticeship approach. Sustainability, 12(5), 1951. https://doi.org/10.3390/su12051951. DOI: https://doi.org/10.3390/su12051951

Usman, M. E. N. & H. (2006). Proses Penelitian Kuantitatif. Lembaga Penerbit Fakultas Ekonomi Universitas Indonesia.

Vigilia, A. Y., Portana, H. V., Santos, S. B., Salamanca, R. J. L., & Dela Cruz, K. M. P. (2021). Impact and Coping Mechanism of Restaurant Business Amidst Covid-19 Global Pandemic. International Journal of Advanced Engineering, Management and Science, 7(1). https://doi.org/10.22161/ijaems.71.6. DOI: https://doi.org/10.22161/ijaems.71.6

Wirawan, I. N. S., Eka, P., Suwi, A. A., Tanjungsari, K. ., Semara, I. M. T., Lemy, D. M., & Pujiastuti, S. N. (2020). “Green village destination” development strategy based on ecgo bike in Pelaga district petang Badung Bali Indonesia. Systematic Reviews in Pharmacy, 11(12), 259–266. https://doi.org/10.31838/srp.2020.12.42.

Wirawan, P. ., Pujiastuti, S., & Sri, N. N. . (2020). Strategi Bertahan Hotel di Bali Saat Pandemi Covid-19. Jurnal Kajian Bali, 10(02), 579–602. https://pesquisa.bvsalud.org/global-literature-on-novel-coronavirus-2019-ncov/resource/pt/covidwho-1235265. DOI: https://doi.org/10.24843/JKB.2020.v10.i02.p11

Wirawan, P. ., Sudjana, I. ., Semara, I. M. ., Arianty, A. A., & Nuruddin. (2021). Portrait of International Backpacker Tourism during the COVID-19 Pandemic in Bali. Jurnal Kajian Bali, XII(4), 886–894. https://doi.org/10.14505/jemt.v12.4(52).03. DOI: https://doi.org/10.14505//jemt.v12.4(52).03

Yasa, N. N. K., Sukaatmadja, I. P. G., Giantari, I. G. A. K., & Rahyuda, H. (2016). The role of innovation strategy in mediating the influence of company resources on woodcraft industry performance in Gianyar regency. International Business Management, 10(3), 262–269. https://www.researchgate.net/profile/Ni-Yasa/publication/281890774_The_role_of_innovation_strategy_in_mediating_the_influence_of_company_resources_on_wood_craft_industry_performance_in_Gianyar_regency/links/621c6a4d6051a16582fea21f/The-role-of-innovation-.

Yuni, H. K. (2011). Strategi Pengembangan Air Terjun Tegenungan Sebagai Daya Tarik Wisata Alam Di Desa Kemenuh, Gianyar Bali. Sosial Dan Humaniora, 6(3), 169–184. https://ojs.pnb.ac.id/index.php/SOSHUM/article/view/214.

Yusof, Y., Awang, Z., Jusoff, K., & Ibrahim, Y. (2017). The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry. International Journal of Green Economics, 11(1), 1–14. https://www.researchgate.net/profile/Zainudin-Awang/publication/314654381_The_influence_of_green_practices_by_non-green_hotels_on_customer_satisfaction_and_loyalty_in_hotel_and_tourism_industry/links/591a5ef2a6fdccb149f38fed/The-influence-of-green-practic. DOI: https://doi.org/10.1504/IJGE.2017.082716