PERAN DAN TUGAS ADMINISTRASI FOOD & BEVERAGE SERVICE PADA HOTEL SANTIKA BSD CITY SERPONG

Abstract

ABSTRAK

Food and beverage service dalam operasional hotel merupakan pendapatan terbesar kedua setelah penjualan kamar. Penelitian ini bertujuan untuk mengetahui tugas dan tanggung jawab food and beverage service pada Hotel Santika BSD City Serpong, untuk mengetahui standar operasional prosedur food and beverage service di Hotel Santika BSD City Serpong, dan untuk mengetahui bagaimana cara meningkatkan kualitas service guna mencapai  kepuasan tamu. Ada beberapa kendala  terkait food and beverage service diantaranya adalah  Food & Beverage service masih sulit menjalankan tugas karena rincian informasi yang di terima dari sales kurang lengkap. Kurangnya komunikasi yang baik antara department sales dengan  department Food & Beverage service. Metode penelitian  yang digunakan dalam  laporan ini adalah metode observasi dengan melakukan pengamatan langsung di hotel Santika BSD City Serpong dan metode kepustakaan. Adapun saran dari hasil penelitian adalah sebagai berikut: Hotel Santika harus mempersiapkan seorang asisten Food and Beverag Service. Departemen Food and Beverage Service perlu membangun hubungan dan kerjasama yang baik dengan departemen lain, seperti: departemen sales, hal ini dapat dilakukan dengan melaksanakan employee gathering sehingga menumbuhkan rasa kekeluargaan dan mempermudah komunikasi.

Kata Kunci: Administrasi, food and beverage service, pelayanan prima

ROLE AND DUTIES OF FOOD & BEVERAGE ADMINISTRATION

SERVICE AT THE HOTEL SANTIKA BSD CITY SERPONG

  ABSTRACT

Food and beverage service in hotel operations is the second largest revenue after room sales. This study aims to determine the duties and responsibilities of food and beverage service at Hotel Santika BSD City Serpong, to determine the standard operating procedures for food and beverage service at Hotel Santika BSD City Serpong, and to find out how to improve service quality in order to achieve guest satisfaction. There are several obstacles related to food and beverage service, including the Food & Beverage service, which is still difficult to carry out tasks because the detailed information received from sales is incomplete. Lack of good communication between the sales department and the Food & Beverage service department. The research method used in this report is the method of observation by making direct observations at the Santika BSD City Serpong hotel and the library method. The suggestions from the research results are as follows: Hotel Santika must prepare a Food and Beverag Service assistant. The Food and Beverage Service Department needs to build good relationships and cooperation with other departments, such as the sales department, this can be done by holding employee gatherings so as to foster a sense of kinship & facilitate communication.

Keywords: Administration, food and beverage service, excellent service