Efforts To Increase Guests Satisfaction Through The Quality of Waiter Service at Semawis All Day Dining Restaurant Padma Hotel Semarang

Abstract

Semawis All-Day Dining Restaurant is the main restaurant of Padma Hotel Semarang which provides all meals throughout the day. Waiters have a big influence because they play a role in the success of a restaurant. A waiter must always show the best service in front of guests, however there are obstacles faced by waiters, namely limited eating utensils, complaints from guests at breakfast, especially during high season, because waiters are not focused and panic easily. Guest satisfaction is one of the most important factors, therefore waiters are responsible for the quality of service and have a big influence on guest satisfaction in the restaurant. The purpose of this research is to determine the efforts of waiters in increasing guest satisfaction and the obstacles and solutions faced by waiters. This research is research that uses a qualitative approach with a descriptive study. The data collection techniques used were observation, interviews, literature study and documentation so that accurate data was obtained. The research results obtained show that the service provided by waiters to guests can be assessed as very good by handling guest complaints, which is one way to increase guest satisfaction. Efforts made by waiters to increase guest satisfaction include implementing established service standards, writing comments in the comment log, providing service recovery, and conducting training. Efforts to increase guest satisfaction through service quality, as evidenced by positive reviews from guests directly or from online travel agent platforms.