Pelaksanaan SOP Room Service Pada Era New Normal di Sudamala Suites & Villa Sanur

Abstract

Pelaksanaan Standard Operational Procedure (SOP) dapat didefinisikan sebagai dokumen yang menjabarkan aktivitas operasional yang dilakukan sehari-hari, Pengelolaan di Food and Beverage Service pada divisi Room Service harus didukung penuh oleh karyawan yang memiliki tugas dan tanggung jawab kepada para tamu. Sudamala Suites & Villa Sanur merupakan salah satu hotel berbintang lima yang bertempat di kawasan Pantai Sanur. Lokasi Sudamala Suites & Villa Sanur sangat strategis dan dikelilingi oleh Pantai yang sangat indah. Walau hanya memiliki 34 kamar. Berdasarkan latar belakang tersebut, maka penulis mengambil judul penelitian tentang Pelaksanaan Standar Operasional Prosedur Room Service pada Era New Normal di Sudamala Suites & Villa Sanur. Adapun konsep dari penelitian ini adalah Pelaksanaan SOP Room Service. Sedangkan teori dari penelitian ini adalah mengenai Pelaksanaan pada Era New Normal. SOP (Standard Operational Procedure) yang dilaksanakan di Sudamala Sanur memiliki 18 tahapan yang harus diikuti oleh masing-masing Room Service Waiter/s guna memaksimalkan kinerja dan kepuasan pelanggan, serta mengikuti peraturan yang ada. Dibawah ini adalah tabel hasil dari obeservasi bagaimana para Room Service Waiters/s menerapkan 18 tahapan dalam melaksanakan Room Service ke kamar tamu. Untuk memaksimal penerapan SOP, pihak management diharapkan : Management sebaiknya memastikan kesiapan setiap karyawan. Management harus selalu memantau kinerja dan mengarahkan para karyawan untuk selalu mengikuti SOP. Management harus memberikan training tentang penerapan prosedur pelayanan kepada staff, training, dan juga daily wolker.

Implementation of the Standard Operational Procedure (SOP) can be defined as a document that describes daily operational activities. Management in Food and Beverage Service in the Room Service division must be fully supported by employees who have duties and responsibilities to guests. Sudamala Suites & Villa Sanur is a five-star hotel located in the Sanur Beach area. The location of Sudamala Suites & Villa Sanur is very strategic and surrounded by very beautiful beaches. Even though it only has 34 rooms. Based on this background, the authors took the title of research on the Implementation of Standard Operating Procedures for Room Service in the New Normal Era at Sudamala Suites & Villa Sanur. The concept of this research is the implementation of SOP Room Service. While the theory of this research is about the implementation in the New Normal Era. The SOP (Standard Operational Procedure) implemented at Sudamala Sanur has 18 stages that each Room Service Waiter must follow in order to maximize performance and customer satisfaction, as well as follow existing regulations. Below is a table of results from observations of how Room Service Waiters implement 18 stages in implementing Room Service to guest rooms. To maximize the implementation of SOPs, the management is expected to: Management should ensure the readiness of every employee. Management must always unite and direct employees to always follow the SOP. Management must provide training on the application of service procedures to staff, training, and also daily workers.