Tugas Pelayan Di Palapa Coffee Shop Pada Hotel Grand Inna Tunjungan Surabaya
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Abstract
Penelitian ini bertujuan untuk menggali lebih dalam mengenai tugas-tugas pelayan di Palapa Coffee Shop, menganalisis tantangan yang mereka hadapi, serta menilai dampaknya terhadap kepuasan pelanggan dan citra hotel. Penelitian ini menggunakan pendekatan kualitatif dengan metode pengamatan. Pengamatan dilakukan langsung di lokasi, yaitu Palapa Coffee Shop, untuk memahami bagaimana pelayan menjalankan tugas mereka sehari-hari. Penelitian ini menyimpulkan bahwa tugas pelayan di Palapa Coffee Shop sangat penting dalam menciptakan pengalaman pelanggan yang memuaskan. Pelayan tidak hanya bertugas untuk mengantarkan makanan dan minuman, tetapi juga harus memastikan interaksi yang ramah dan profesional dengan pelanggan, serta mampu menangani keluhan dan permintaan khusus dengan baik.
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