Handling Family Style Meals for VIP Guests at the Sinabung Restaurant at the Sinabung Hills Resort Berastagi Hotel
##plugins.themes.bootstrap3.article.main##
Abstract
Family style is a type of food service where dishes are served in stages, starting from appetizers to dessert. This service style is commonly used during family events and official meetings, especially for VIP guests. In handling VIP guests, waiters are expected to provide attentive and professional service. To obtain accurate data, the author conducted field observations using qualitative research methods by observing 1 Food and Beverage Manager, 1 Captain, 4 waiters, and 10 guests who experienced family style service. Based on the data collected, the author concludes that the implementation of family style service for VIP guests at Sinabung Restaurant, Sinabung Hills Resort Berastagi Hotel, is still not well-executed. The service provided by the waitstaff often does not meet the established standard operating procedures, and VIP guests are frequently overlooked—for example, waiters forgetting to serve water after guests are seated. The author recommends that the Food and Beverage Manager pay closer attention to the service process and ensure that all staff follow proper procedures, particularly when serving VIP guests, to improve guest satisfaction and service quality.
##plugins.themes.bootstrap3.article.details##
Sugiyono, 2018. Quantitative Qualitative Research Methods and R & D. Bandung: Member of the Indonesian Publishers Association (IKAPI)
WA Marsum, 2020. Restaurants and All Their Problems. Yogyakarta : Andi
Soekresno & INR Pendit, 2004. Waiter Practice Guide, Jakarta: PT. Gramedia Pustaka Utama
PH Bartono & EM Ruffino, 2005. Food Product Management, Yogyakarta: Andi
Chair Ira Meirina & Pramudia Heru, 2017. Hotel Room Division Management, Depok: Kencana
Tjiptono, F. (2017). Strategi Pemasaran. Yogyakarta: Andi.
Nugroho, B. (2020). Manajemen Operasional Hotel. Jakarta: Prenadamedia Group.
Kusluvan, S. (2003). Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry. Nova Science Publishers.
Davis, B., Lockwood, A., Alcott, P., & Pantelidis, I. (2018). Food and Beverage Management (6th ed.). Routledge.
Walker, J. R. (2016). Introduction to Hospitality (7th ed.). Pearson.
Kasavana, M. L., & Brooks, R. M. (2015). Managing Front Office Operations. American Hotel & Lodging Educational Institute.
Kurniawan, A. (2019). Pelayanan Prima di Industri Perhotelan dan Restoran. Bandung: Alfabeta.
Sihombing, B. (2018). Metodologi Penelitian Kualitatif. Medan: UNIMED Press.
Creswell, J. W. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (5th ed.). SAGE Publications.
Parsa, H. G., & Kwansa, F. A. (2002). Cost Control in the Hospitality Industry. Prentice Hall.
Kotler, P., Bowen, J. T., & Makens, J. C. (2016). Marketing for Hospitality and Tourism (7th ed.). Pearson.
Kementerian Pariwisata dan Ekonomi Kreatif. (2020). Standar Operasional Prosedur (SOP) Pelayanan Restoran. Jakarta: Kemenparekraf.
Mill, R. C. (2008). Managing the Hospitality Experience. Pearson Education.
Horner, S., & Swarbrooke, J. (2016). Consumer Behaviour in Tourism (3rd ed.). Routledge.
Arifin, Z. (2017). Dasar-Dasar Manajemen Hotel. Jakarta: Mitra Wacana Media.
Purwanto, E. (2019). Manajemen Sumber Daya Manusia untuk Hotel dan Restoran. Jakarta: Prenada Media.
Bowen, J. T., & Ford, R. C. (2002). Managing service organizations: Does having a “thing” make a difference?. Journal of Management, 28(3), 447–469.
Moenir, H. A. S. (2002). Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara.