Muhammad Dimas Arya Eka Prasetya
AMPTA Yogyakarta Tourism Colloge
Abstract
This study aims to evaluate the service competence of waiters in improving the quality ofFood and Beverage Service at ARTOTEL Suites Bianti Yogyakarta. Service competence is animportant factor in the hospitality industry because it directly affects guest satisfaction and the hotel’simage, where waiters as front line service have a strategic role in providing professional, friendly,and standard-compliant service. Therefore, evaluating competence is necessary to determine theextent of waiters' ability to provide quality service. This study uses a descriptive approach with datacollection techniques through observation, interviews, and documentation, focusing on aspects ofproduct knowledge, service skills, communication ability, and professional attitude. The researchresults show that waiter competence has a significant role in enhancing service quality, where theimplementation of service standards, Effective communication, as well as a professional attitude, cancreate a better experience for guests. Thus, improving competence through training and regularevaluation becomes an important strategy for hotels in maintaining and enhancing the quality ofservice.
