Abstrak
Kinerja pramusaji merupakan performa yang ditampilkan oleh pramusaji ketika memberikan pelayanan kepada tamu. Tamu restoran dapat menilai kinerja pramusaji melalui persepsi tamu itu sendiri. Pramusaji di hotel Crowne Plaza Bandung dinilai kurang dalam menampilkan performanya saat melayani tamu. Masih ada tamu yang memberikan persepsi negatif terhadap kinerja pramusaji hotel Crowne Plaza Bandung. Misalnya pada saat operasional berlangsung, pramusaji dinilai kurang cekatan dalam memberikan pelayanan, adapun yang memberikan persepsi bahwa pramusaji di hotel Crowne Plaza Bandung kurang ramah kepada tamu. Penelitian ini bertujuan untuk mengetahui kinerja pramusaji di hotel Crowne Plaza Bandung dan untuk mengetahui bagaimana persepsi tamu terhadap kinerja pramusaji di hotel Crowne Plaza Bandung. Metode yang digunakan dalam penelitian ini adalah metode penelitian kualitatif dengan teknik pengumpulan data melalui observasi, wawancara dan dokumentasi.hasil dari penelitian ini adalah pramusaji di hotel Crowne Plaza Bandung masih belum memenuhi ekspektasi tamu terhadap kinerja yang ditampilkan oleh pramusaji hotel Crowne Plaza Bandung. Sebaiknya kinerja pramusaji di hotel Crowne Plaza Bandung di evaluasi secara berkala dan individual agar kinerja pramusaji dapat di maksimalkan
Kata Kunci : Kinerja Pramusaji, Persepsi Tamu, Crowne Plaza Hotel Bandung
Abstract
The performance of the waiter is the performance displayed by the waiter when providing services to the guest's. Restaurant guests can assess the performance of the waiter through the guest's own perception. The waiter at the Crowne Plaza Hotel Bandung is judged to be lacking in showing his performance while serving guest's. There are still guest's who give negative perceptions to the performance of waitress Crowne Plaza Hotel Bandung. For example, at the time of operation, waitress assessed less nimble in providing services, while that gives the perception that waiters at the Crowne Plaza Hotel Bandung less friendly to guest's. This study aims to determine the performance of waitresses at the Crowne Plaza Hotel Bandung and to knowing how the perception of the guest's to the performance of waitresses at the Crowne Plaza Hotel Bandung. The method used in this research is qualitative research method with data collection technique through observation, interview and documentation. Result of this research is research is waitress at Crowne Plaza Hotel Bandung still not fulfill guest expectation to performance which is displayed by waitress of Crowne Plaza Hotel Bandung. We recommend a waitress performance at the Crowne Plaza Hotel Bandung in the evaluation periodically and individually so that the performance of the waiters can be maximized.
Keywords: Performance of the Waiter, Guest Perception, Crowne Plaza Hotel Bandung