Implementation of Taking Order Procedures by Waiters in the Back Kitchen of the Restaurant at the Grand Ion Delemen Genting Highland Hotel, Malaysia

Abstract

Order taking refers to the process of receiving and recording guest orders—specifically food and beverages—which are then forwarded to the appropriate departments, such as the kitchen, bar, and pastry section. The aim of this research is to examine the implementation of order taking procedures, evaluate the food serving techniques provided to guests, and assess guest satisfaction with the order taking service at the Return Kitchen Restaurant, Grand Ion Delemen Hotel, Malaysia.

This final assignment utilizes a qualitative descriptive method, with data collected through field observations and interviews, supported by theoretical frameworks obtained during lectures.

The findings reveal that the current service procedures are not in full compliance with established standards, leading to frequent errors. A lack of menu knowledge among staff contributes to improper serving techniques. Additionally, the lack of attentiveness to guest needs negatively impacts guest satisfaction.

In conclusion, although order taking procedures are being implemented, they are not aligned with the standard operating procedures (SOPs), largely due to staff shortages. Inadequate understanding of the menu results in poor serving practices, and insufficient sensitivity from waiters towards guest expectations further reduces the quality of service.