Peran Banquet Service Terhadap Tingkat Kualitas Pelayanan Tamu di The Alana Hotel And Convention Center Surakarta

Abstract

This journal is the result of research on the role of banquet service on the level of guest service quality at The Alana Hotel and Convention Center Surakarta. The purpose of this study was to determine the factors of preparing places and equipment for events, work skills, and responsibilities of Banquet service employees to improve service quality at The Alana Hotel and Convention Center Surakarta. In compiling this study the authors used data collection techniques through questionnaires, literature studies, interviews and direct observation during On the Job Training at The Alana Hotel and Convention Center Surakarta for 6 months. Based on the research that has been done, the following data is generated: the role of Banquet service is very important in the operation of a hotel as evidenced by the results of the questionnaire that the author took, namely 3 of the independent variables: preparing the place and equipment for events, work ability, and responsibility. The role of Banquet service is very important, because of the preparation of places and equipment for events, work skills, and responsibilities, so that Banquet service can work quickly and precisely in improving the quality of service to hotel guests. Thus the result is that guests who come to the hotel will be satisfied and will come back to hold an event again at the hotel and the success of an event or event apart from food and drink is also determined by the quality of service of the employees who handle the event.