Jenis Keluhan dan Cara Penanganan Keluhan di Hotel Holiday Inn Resort Baruna Bali

This study aims to determine the types of complaints and how to handle the department f & b service at the Hotel Baruna Bali Holiday Resort. This research is a qualitative descriptive study using interviews and observations as a method of collecting data. The informants who participated in this study were tour operators in the field of administration. The results showed that there were several types of complaints at the F&B Service Department at the Baruna Bali Holiday Resort Hotel. The results showed that the types of complaints by the F&B Service Department at Baruna Bali Holiday Resort Hotel were the lack of professional waiters / waitresses, when serving guests, waiters / waitresses were not polite when serving guests, guests waiting for orders too long. There is a procedure for handling guest complaints at the F&B Service Department at the Baruna Bali Holiday Resort Hotel called ILEAD. This procedure serves as a guideline for employees in the department f & b service in handling complaints

Strategi Peningkatan Keterampilan Pramusaji di Makase Restaurant

This research aims to determine the strategy of upgrading waiter/ss skills at Makase Restaurant. The subject of this study is Supervisor and employee of Makase Restaurant. The object of this study is a strategy to improve the skills of waiter/ss at Makase Restaurant. Data collection methods are observations, documentation and interviews. The results of this research are (1) waiter/ss constraints in serving guests at Makase Restaurant is a limitation of foreign languages because not all guests can speak English cause slow service and guest complaint. (2) the strategy used to improve the skills of waiter/ss is to provide consistent training, competency tests, and hold competitions in hotels that can affect operational smoothness, increase guest satisfaction and increase sales.

Penanganan Keluhan Tamu dengan Metode ILEAD Oleh Karyawan Kantor Depan di Hotel Holiday Inn Resort Baruna Bali

The strategy for handling guest complaints is very important to be improved because it is able to create quality service and a good cooperative relationship with guests. This research is a qualitative research with descriptive analysis. The purpose of this study was to determine the Complaints Handling Strategy conducted by Front Office employees at the Holiday Inn Resort Baruna Bali Hotel. The data obtained are primary data obtained from interviews with Front Office Managers. The results showed that the Complaints Handling conducted by front office employees at the Baruna Bali Holiday Inn Resort used the ILEAD method, namely Identify, Listen, Empathize, Apologize, and Deliver Solution. The ILEAD method as a complaint handling strategy has been running well.

Karakteristik dan Keterampilan Pramusaji di Era Revolusi Industri 4.0 pada Hotel The Oberoi Beach Resort Bali

This study aimed to finding the characteristics and skills of waiters in the era of the industrial revolution 4.0 on The Oberoi Beach Resort Bali. This research was a qualitative descriptive study, using observation and interviews as a method of collecting data. Subject of the study were drawn from Hotelier in the field of governance and HRD. In addition to foreign language skills, good communication, there are additional skills and characteristics in the revolutionary era 4.0 found in this study are 4 characteristics (technological literacy, following developments in the field of governance, being able to work efficiently and effectively and mastering technology and systems) and 4 skills (following the times, can use new tools related to operational work, follow the latest service trends and understand the system and computers) waiters in the era of the industrial revolution 4.0. In the future, it was expected that there will be studies that discuss the same topic in order to study more sources and references related to the characteristics and skills of waiters in the 4.0 era, so that they get better and more complete results.

Analisis Kebutuhan Bahasa Inggris Pramusaji di Hotel Berbintang 5 di Bali

This study aimed at analyzing the English language skills functions and expressions needed as a waiter/ss. This research was a qualitative descriptive. The method used in obtaining the required information were interviews and documentation, in which subjects in this research were Asst. F&B Service Manager, Restaurant Manager, Supervisor, and Restaurant Staff in 5-Star Hotel in Bali. The results of this study indicated that (1) Speaking & listening skills are the main poins that must be mastered by a waiter/ss, and the accuracy of grammar and fluency in communication also have an equally important role, (2) The expression of the language used adjusts to predetermined language functions based on the implementation of Sequence of Service (SOS) in restaurants. From the results of this study it may be necessary to further research on analyzing the needs of English Waiters in a broader scope.

Penerapan SOP Bagi Mahasiswa PKL Pada Departemen Food And Beverage Service The Oberoi Beach Resort, Bali

This study aims to explore (1). The SOP delivery process for intern students in the Food and Beverage Service department (2). The implementation of SOPs by intern students in the Food and Beverage Service Department. This research was a qualitative descriptive research, with interview method and documentation in data collection. The subjects in this study were HRD staff and seniors in the room service section at The Oberoi Beach Resort, Bali. The results showed that (1). The process of delivering SOP for internship students was done by providing material during pre training, role play training and delivering SOP 15 minutes prior to new shift. (2). The SOP was delivered in the form of briefing and training for trainees. From the results of this study it may be necessary to further research on the importance of understanding SOP for intern students in a broader scope

Analisis Proses Perekrutan Karyawan Pada Hotel Discovery Kartika Plaza

AbstrakPenelitian ini bertujuan untuk mengetahui: (1) proses perekrutan karyawanpada hotel Discovery Kartika Plaza (2) kendala-kendala yang dihadapi dalam proses perekrutan karyawan di hotel Discovery Kartika Plaza dan (3) strategi untuk mengatasi kendala-kendala dalam proses perekrutan karyawan di hotel Discovery Kartika Plaza. Penelitian ini merupakan penelitian deskriptif kualitatif yang mengambil lokasi di Hotel Discovery Kartika Plaza Bali. Subjek dalam penelitian ini adalah Human Resources Manager dan Human Resources Officer di Human Resources Department. Metode yang digunakan dalam penelitian ini adalah metode (1) Wawancara dan (2) dokumentasi. Hasil penelitian ini adalah (1) Proses rekrutmen karyawan pada Human ResourcesDepartment di Hotel Discovery Kartika Plaza sudah sesuai dengan ketentuan dan aturan yang berlaku di hotel. (2) Kendala-kendala yang dihadapi dalam proses rekrutmen karyawan adalah sedikitnya ketersediaan calon kandidat pada suatu posisi tertentu, banyaknya competitor dari hotel lain yang membutuhkan posisi yang sama. (3) Strategi untuk menangani kendala-kendala dalam proses perekrutan karyawan yaitu dengan memberikan hak dan kewajiban secara adil kepada dan selalu menjaga hubungan baikdengan talent-talent yang pernah bekerja sebelumnya di Hotel Discovery Kartika Plaza serta Human Resources Department dari perkumpulan hotel-hotel baik didalam maupun diluar baliKata Kunci : Proses rekrutmen, kendala, strategi

Strategi Chef De Partie Hot Kitchen Dalam Meningkatkan Kualitas Makanan Di Discovery Kartika Plaza Hotel

Abstrak Penelitian ini bertujuan untuk mengetahui kendala-kendala apa saja yang dialami chef de partie hot kitchen dalam meningkatkan kualitas makanan di Discovery Kartika Plaza Hotel serta strategi dalam meningkatkan kualitas makanan di Discovery Kartika Plaza Hotel. Metode pengumpulan data yang digunakan adalah observasi, wawancara, dokumentasi. Subjek dalam penelitian ini adalah Chef de Partie hot kitchen Discovery Kartika Plaza Hotel. Objek penelitian ini adalah strategi chef de partie hot kitchen dalam meningkatkan kualitas makanan di Discovery Kartika Plaza Hotel. Teknik analisis data yang dipergunakan adalah analisa deskriptif kualitatif. Hasil penelitian menunjukan bahwa (1) kendala-kendala yang dialami chef de partie hot kitchen dalam meningkatkan kualitas makanan, yaitu pengadaan peralatan kurang, pengadaan bahan baku kurang memadai, product knowledge. (2) Strategi chef de partie hot kitchen dalam meningkatkan kualitas makanan di Discovery Kartika Plaza Hotel dilakukan dengan melakukan survey kepuasan tamu dan mengikuti pelatihan seperti standar penyajian dan standar rasa. Kata kunci: strategi, kitchen, kualitas makanan, chef de partie, hotel Abstract This study aims to determine obstacles experienced by chef de partie hot kitchen in improving food quality at the Discovery Kartika Plaza Hotel and strategy in improving food quality at the discovery kartika plaza hotel. Data collection methods used are observation, interview, documentation. Subjects in this study is Chef de Partie hot kitchen of Discovery Kartika Plaza Hotel. The object of this research is Chef de partie hot kitchen strategy in improving food quality at the discovery kartika plaza hotel .This research use qualitative approach. The results showed that (1) any obstacles experienced by Chef de partie hot kitchen in improving food quality at the discovery kartika plaza hotel, is the procurement of equipment is lacking,the procurement of raw materials is inadequate,and product knowledge. (2) Chef de partie hot kitchen strategy in improving food quality at the discovery kartika plaza hotel is done by conducting guest satisfaction surveys and attending training such as presentation standard and taste standard. Keywords: Strategy, Kitchen, Food quality,Chef de partie, hotel

Storing System dalam Meningkatkan Kelancaran Operasional Barang di Discovery Kartika Plaza Hotel Bali

Abstrak Sistem penyimpanan barang sangat penting dilakukan pada setiap perusahaan karena dapat membantu dalam meningkatkan kelancaran operasional barang. Penelitian ini bertujuan untuk mengetahui bagaimana sistem penyimpanan yang diterapkan pada Discovery Kartika Plaza Hotel. Sumber data penelitian diperoleh dengan mengadakan observasi dan wawancara langsung dengan narasumber pada bagian store di Discovery Kartika Plaza Hotel. Hasil penelitian dimasukkan secara deskriptif dan diperoleh hasil yang menunjukkan bahwa dalam penyimpanan dan pengeluaran barang sudah menerapkan sistem penyimpanan dan prosedur yang telah ditetapkan yaitu dengan sistem First Expired First Out (FEFO) dan sistem First In First Out (FIFO). Masalah yang sering dihadapi yaitu kehilangan barang yang digunakan oleh departemen lain tanpa disertai formulir permintaan pengeluaran, oleh karena itu cara penanganan yang dapat dilakukan adalah selalu mengecek keadaan barang dan menyiapkan urgency form untuk mengambil barang diluar jam operasional store, sehingga kegiatan operasional barang untuk kebutuhan hotel dapat dilaksanakan dan berjalan dengan baik. Kata kunci: Storing System, Operasional, Discovery Kartika Plaza Hotel dan Penanganan Abstract Stroring systems are very important to each company or hotel because it can help in improving the operational smooth of the stock. This research aims to find out how the storing system is applied in Discovery Kartika Plaza Hotel. The source of the research data obtained by conducting observations and interviews directly with the respondents in the store section of Discovery Kartika Plaza Hotel. The results of the study were inserted descriptively and obtained results indicating that in the storage and distribution of stock have implemented the storing system and procedures that have been established namely with First Expired First Out (FEFO) and First In First Out (FIFO) systems. The most common problem is the loss of stock used by other departments without an issued request form, therefore the way of handling that can be done is to always check the stock and prepare the emergency form to take the stock outside store operating hours, so that the operational activities of stock for hotel needs can be implemented and run well. Keywords: Storing System, Operational, Discovery Kartika Plaza Hotel and Handling

Analisis Proses Perekrutan Karyawan Pada Hotel Discovery Kartika Plaza

Abstrak Penelitian ini bertujuan untuk mengetahui: (1) proses perekrutan karyawan pada hotel Discovery Kartika Plaza (2) kendala-kendala yang dihadapi dalam proses perekrutan karyawan di hotel Discovery Kartika Plaza dan (3) strategi untuk mengatasi kendala-kendala dalam proses perekrutan karyawan di hotel Discovery Kartika Plaza. Penelitian ini merupakan penelitian deskriptif kualitatif yang mengambil lokasi di Hotel Discovery Kartika Plaza Bali. Subjek dalam penelitian ini adalah Human Resources Manager dan Human Resources Officer di Human Resources Department. Metode yang digunakan dalam penelitian ini adalah metode (1) Wawancara dan (2) dokumentasi. Hasil penelitian ini adalah (1) Proses rekrutmen karyawan pada Human Resources Department di Hotel Discovery Kartika Plaza sudah sesuai dengan ketentuan dan aturan yang berlaku di hotel. (2) Kendala-kendala yang dihadapi dalam proses rekrutmen karyawan adalah sedikitnya ketersediaan calon kandidat pada suatu posisi tertentu, banyaknya competitor dari hotel lain yang membutuhkan posisi yang sama. (3) Strategi untuk menangani kendala-kendala dalam proses perekrutan karyawan yaitu dengan memberikan hak dan kewajiban secara adil kepada dan selalu menjaga hubungan baik dengan talent-talent yang pernah bekerja sebelumnya di Hotel Discovery Kartika Plaza serta Human Resources Department dari perkumpulan hotel-hotel baik didalam maupun diluar bali Kata Kunci : Proses rekrutmen, kendala, strategi Abstract This study aims to find out: (1) the process of hiring employees at Discovery Kartika Plaza hotel (2) constraints faced in the process of hiring employees at Discovery Kartika Plaza hotel and (3) strategies to overcome obstacles in the process of hiring employees in hotels Discovery Kartika Plaza. This research is a qualitative descriptive study that took place at the Discovery Kartika Plaza Bali Hotel. The subjects in this study were the Human Resources Manager and Human Resources Officer in the Human Resources Department. The method used in this study were method (1) Interview and (2) documentation. The results of this study are (1) The process of employee recruitment in the Human Resources Department at Discovery Kartika Plaza Hotel is in accordance with the rules and regulations that apply in the hotel. (2)The obstacles faced in the process of employee recruitment are the lack of availability of candidates in a particular position, the large number of competitors from other hotels who need the same position. (3)The strategy to deal with obstacles in the employee recruitment process is to provide rights and obligations fairly and to maintain good relations with talents who have worked previously at Discovery Kartika Plaza Hotel and the Human Resources Department of associations of hotels both inside and outside Bali Keywords: Recruitment process, obstacles, strategy