PENERAPAN SOP PRAMUSAJI DI RESTORAN IVORY HOTEL MERCURE SAMARINDA --Ed. 1

ABSTRAK
Penelitian ini membahas tentang Penerapan Sop Pramusaji di Restoran Ivory Hotel
Mercure Samarinda. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana Penerapan
Sop Pramusaji di Restoran Ivory Hotel Mercure Samarinda. Metode yang digunakan adalah
metode kualitatif dekriptif. Kemudian data yang dikumpulkan dengan cara penelitian observasi,
wawancara dan studi pustaka. Dari hasil penelitian menunjukkan bahwa penerapan Sop
Pramusaji di Restoran Ivory Hotel Mercure Samarinda, Belum Keseluruhan menerapkan
strandar Pelayanan. Akan tetapi pihak manajemen telah menetapkan Standar Operasional
Prosedur pada Ivory Restaurant Hotel Mercure Samarinda sebagai pedoman tersendiri dalam
melayani tamu. Kendala yang dihadapi mengenai penerapan Standar Operasional Prosedur
karena keterbatasan staf yang ada dan kurangnya pelatihan training bagi karyawan, sehingga
menyebabkan pelayanan tidak sesuai dengan standar.
Kata Kunci : Restoran, Pelayanan, Pramusaji

ABSTRACT
This study discusses the Application of Waitress SOP at the Ivory Restaurant Hotel
Mercure Samarinda. The Purpose of this study was to find out how the application of waitress
SOP at the Ivory Restaurant Hotel Mercure Samarinda. The Method used is descriptive
qualitative method. Then the data collected by way of observational research,interviews and
literature study. The results of the study show that the application of Waitress SOP at the Ivory
Restaurant Hotel Mercure Samarinda has not yet fully implemented service standards. However,
the management has set Standard Oprational Procedures at The Ivory Restaurant Hotel Mercure
Samarinda as a separate guideline in serving guests. Obstacles faced regarding the
implementation of Standard Oprational Procedures due to limited staff and lack of training for
employes,causing services not in accordance with standards.
Key Word : Restaurant, Service, Waiter / Waitress