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Project’s Detail

DESKRIPSI TUGAS AKHIR :
PENGARUH PELATIHAN TERHADAP KETERAMPILAN PRAMUSAJI DALAM MENINGKATKAN KUALITAS PELAYANAN TAMU DI HOTEL GRAN SENYIUR BALIKPAPAN
Abstrak (Abstracts)
Tri Rahma Oktava. “The Effect Of Training on Waiter Skills in Improving the Quality of Guest Services at the Gran Senyiur Hotel Balikpapan Division Study Program This study aims to determine the duties and responsibilities of waiters, waitress training programs and the impact of training on improving the quality of waiter service at Hotel Gran Senyiur Balikpapan. This study uses qualitative research methods with data collection techniques in the form of interviews, documentation in the form of book files or photos, observations and literature studies. The data that has been obtained will be data sorting or data reduction, data presentation and data verification. The results in this study indicate that Job Desc is in accordance with Job Desc in general, From the training program conducted by restaurant employees based on the results of the study it is still not good and not optimal and the results of the interview the impact of training on the quality of waiter service is quite good which results in a lack of level of service. complaints to the waiter. Tri Rahma Oktava. “Pengaruh Pelatihan Terhadap Keterampilan Pramusaji dalam Meningkatkan Kualitas Pelayanan Tamu Di Hotel Gran Senyiur Balikpapan, Program Studi Divisi Kamar. Penelitian ini bertujuan untuk mengetahui tugas dan tanggung jawab pramusaji, program pelatihan pramusaji dan dampak pelatihan terhadap peningkatan kualitas pelayanan pramusaji di Hotel Gran Senyiur Balikpapan. Penelitian ini menggunakan metode penelitian kualitatif dengan teknik pengambilan data berupa hasil wawancara, dokumentasi baik berupa file buku atau foto, observasi dan studi pustaka. Data yang telah didapatkan akan dilakukan pemilahan data atau reduksi data, penyajian data dan verifikasi data. Hasil dalam penelitian ini menunjukkan bahwa Job Desc yang ada sudah sesuai standar Job Desc secara umum, Dari program pelatihan yang dilakukan karyawan restaurant berdasarkan hasil penelitian masih belum baik dan tidak optimal dan hasil wawancara dampak pelatihan terhadap kualitas pelayanan pramusaji sudah cukup baik yang menghasilkan kurangnya tingkat complain tamu pada pramusaji.

Keyword : Hotel, waiters, training Quality of service

Nilai Properti
: TRI RAHMA OKTAVIA, : 952019011, : Politeknik Negeri Balikpapan, : DIVISI KAMAR, : 2022, : Indonesia, : Tugas Akhir, : Prepustakaan Poltekba,

 

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Pembimbing
Yogiana Mulyani, M.M.Par.

E-mail :yogiana.mulyani@poltekba.ac.id

www.poltekba.ac.id
Tri Retno Nugroho, S.Pd.

E-mail :tri.retno@poltekba.ac.id

www.poltekba.ac.id
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