THE DUTY OF WAITRESS TO IMPROVE SERVICE

QUALITY IN PANDERMAN COFFEESHOP ARIA

GAJAYANA MALANG
 CHAPTER 1

PRELIMINARY

Background

In the current era of globalization, the tourism industry is in the spotlight

for developing and developed countries. Tourism is one of the industries that is

developing at this time so as to accelerate economic growth, create jobs and

improve the quality of life for local communities. Every country must have the

potential to become a tourist attraction. Tourism has become one of the sectors

that has an influence on Indonesia's economic development. A tourism business

that has the potential for a variety of potential natural beauty, social and cultural

diversity, cultural uniqueness, and so on. The overall potential becomes capital in

the tourism industry, which is still preserved. The Hospitality Industry is one

industry that plays an important role in the development of the economy and the

world of tourism in Indonesia. As we know in general, a hotel is an industry that

relies on services as an important point in the sale and marketing of the hotel.

Therefore, hotels intended for anyone and wherever they are will make them

guests who will be given a service or called Hospitality Service that can make

guests like at home. The importance of the quality of service owned by hotel

employees is the main element and attraction to the process of continuity of hotel

sales and marketing activities.

The hotel has a variety of departments including food and beverage

department. This department is a revenue generating department after the front

office department. In Panderman Coffeshop's food and beverage department, Aria

Gajayana Malang Hotel, the waiter and waitress operations are not only required

to have a good appearance but also have a good attitude, knowledge and quality of

service in serving guests. Coffeshop is an outlet in the Aria Gajayana Malang

Hotel. This Coffeshop provides a variety of menus from local, Asian and Western.

Restaurant as a place for breakfast, lunch and dinner. Pandan Wangi Restaurant is

an outlet in Panderman Coffeshop Hotel Aria Gajayana Malang. This restaurant

provides a variety of menus from local, Asian and Western. Pandan Wangi

Restaurant as a place for breakfast, lunch and dinner.

Food and beverage services are required to provide good service to guests,

especially in terms of serving food and drinks. This is an absolute means that must

be provided by the hotel considering the food and beverage needs are basic needs

of hotel guests or every individual who comes to obtain hotel services. The food

and beverages provided must prioritize the image, taste, and quality of service. In

this case, food and beverage service plays a full role in providing the best service

that can be done with hospitality, courtesy, smiles, and making guests feel

comfortable while in a restaurant. According to Soekresno (2001), restaurant is a

commercial business that provides food and drink services to the public and is

professionally managed.

Waiters or waitresses have a role in providing information about food and

beverage menus, various promos available, as well as information about the

layout of the set up of food and beverage menus that are served in the restaurant to

guests both from inside and outside the hotel. In carrying out activities as a waiter

or waitress must always maintain good manners both in speech and in body

expressions. Waiters or waitresses will always be noticed by guests and will be

part of an image attached to the restaurant and hotel itself. Doing conversations

with guests carefully, the waiter or waitress must be able to detect the wishes and

needs of guests to make it happen. Waiters or waitresses sometimes need to know

more about food and drinks, starting from the ingredients and the manufacturing

process. This will be more value for a waiter or waitress to support their duties in

providing good food and drink services to guests. Professional waiters or

waitresses in carrying out their activities are always guided by basic service

standards or applicable standard operational procedures (SOP). In this case the

SOP is a guideline that must be carried out so that everything that runs in the

restaurant can run according to the corridor outlined by management. A waiter or

waitress is the spearhead of the business because it plays an important role in

giving satisfaction to guests who indirectly will benefit the hotel. Therefore, a

waiter or waitress is required to run an SOP that is already available, so that

elements of errors in restaurant operations can be reduced. With that, a waiter or

waitress clearly knows what to do step by step in providing the best service to all

restaurant guests.

Aria Gajayana Malang Hotel was chosen by the author in this real work

practice because it has good quality and service and is a local four star hotel, so it

has several challenges to compete with various other star hotels. This will provide

a lot of experience, especially in the field of serving food and drinks. In this final

report the target is guest satisfaction from the services provided. So as to inspire

the author in making the final assignment entitled "Waitress Task in improving

service quality at Panderman Coffee Shop at Aria Gajayana Malang Hotel".

Problem Formulation
 What is the role of the waitress very important in improving the quality of

service at Panderman Coffeeshop at the Aria Gajayana Hotel?

Purpose

Knowing the role of the Waitress in improving service quality at

Panderman Coffeeshop at Aria Gajayana Hotel Malang

Benefits

1. To find out the work presented by the waiter and waitress in increasing

guest satisfaction at Panderman Coffeeshop at the Aria Gajayana Malang

hotel.

2. To find out guests' responses to the quality of the waiter and waitress service

in increasing guest satisfaction at Panderman Coffeeshop at the Aria

Gajayana Malang hotel.

 CHAPTER 2

LITERATURE REVIEW

2.1 Food and beverage department

2.1.1 Definition

The definition of food and beverage department in general is the part that

takes care of food and drinks, while the definition of food and beverage

department in particular (seen from the world of hospitality) is part of the hotel

that takes care and is responsible for food and beverage service needs and other

related needs, from guests who live or not at the hotel, and are managed

commercially and professionally. (Soekkresno and pendit, 2004)

According to Soekresno and Pendit (1998: 4) a food and beverage

department is part of a hotel that takes care and is responsible for food and

beverage service needs and other related needs, from guests who live and who do

not live in the hotel and are managed commercially as well as professionals. As

for Rachman Arief (2005: 113) Food & Beverage Department, which is part of the

task of processing, producing and serving food and beverages for hotel guests'

needs, both in rooms, restaurants, coffee shops, banquets, food employees and so

on.

The food and beverage department is a department that is absolutely

necessary in hotels in the provision and service of food and beverages in carrying
out their duties the food and beverage department is divided into two parts that are

interdependent with each other and must work together. The sections are: 1) The

front service, which is directly related to guests, consists of bars, restaurants,

banquets and room service. 2) Rear food and beverage (back service), which is a

part that is not directly related to guests because they have to go through an

intermediary waiter, consisting of kitchen, stewarding. The goals of the food and

beverage department according to Soekarno and Pendit (1998: 5) are:

a. Sell as much food and drinks as possible at the right price

b. Providing the best service to guests so that guests feel satisfied. This

concerns the quality of food and beverage quality services, employee

attitudes, room decor and ambience, equipment used and sanitation

c. Get maximum profit and for business continuity.

2.1.2 Task

Food and Beverage Product Department in charge of providing food and

beverages to be sold to those in the hotel (Sihite, 2003: 130). This department is

very closely related to Food and Beverage Service because these two sections

have the same important role in the operation of a restaurant. Food and beverage

department as a means that must be in a hotel, whose existence is one of the

sources of income for the hotel concerned (Soekresno and Pendit, 2004). The

tasks of the food and beverage department are: (1) Selling as much food and

drinks as possible at the right price. (2). Providing the best possible service to

guests until guests feel satisfied. This concerns service quality, food and beverage

quality, employee attitudes, room decoration and ambience, equipment used and

sanitation (cleanliness). (3). Get maximum profit and business continuity.

 From the definition above, it can be concluded that the task of the Food

and Beverage Department is a department in the hotel that is in charge and

responsible for procuring, processing, structuring, serving and providing food and

beverages and other related needs of guests staying in hotels and guests. who do

not live in hotels commercially and professionally.

2.2 Waiter / waitress

2.2.1 Definition of Waitress

Waitress is a hotel restaurant employee who has the duty and responsibility

to serve food and beverage needs for hotel customers in a professional manner

(Putri, 2016). According to Marsum (2005: 90) the waiter or waitress is "an

employee or employee in a restaurant whose duty is to wait for guests to feel

welcome and comfortable, take food orders and drinks and serve them, also clean

the restaurant and its environment and prepare a dining table (table setting) for the

next guest. Endar Sugiarto (1998) states that the waiter is "a hotel restaurant

employee who has the duty and responsibility to serve food and beverage needs

for hotel customers in a professional manner"

Whereas in terms of the term, waitress means people who are in charge of

or working in the field of presentation, in this case food and drink or at least

convey the dish to someone. Waitress is a term for female servants in restaurants

that work to serve food and drink restaurant guests in a professional manner, while

male services are called waiters (Akhmad, 2015). Waitress is a position in various

food and beverage department outlets such as restaurants, room services, bars and

banquets that serve to provide courteous and efficient service for guests in

accordance with predetermined service standard procedures (Hermanto, 2014).

2.2.2 Waitress Job

The duties of the waitress are as follows:

a. Greeting the guest, When guests enter the restaurant, the restaurant receptionist

welcomes guests kindly and don't forget to always smile

b. Escorting and sitting the guest, at this stage, if the guest has already booked and

booked a table in advance, then guests are immediately sent to the table that has been

ordered

c. If guests have not been booked, then guests are escorted to the table they like and do

not forget to help pull the chair when the guest will sit

d. Captain waitresses provide a list of menus from the left side of the guest and help

guests if they have difficulty with the menu offered

e. While guests read the contents of the waitress menu, they are required to offer

ongoing promos and also offer some restaurant-inspired dishes

f. The Captain waitress records a guest order and reads out the ordered order and gives

it to the waitress

g. The recorded orders will later be submitted to the relevant section

h. The order note is red for the restaurant while the order note is white for the kitchen

i. Waiters serve menu dishes according to the rules determined by guest orders

j. Reread guest orders to ensure that all orders have been served

k. Ask guests if there are additional orders and offer back some other favorite dishes at

the restaurant

l. After all is finished being eaten and before giving the bill to the guest, the captain

waitress will ask a guest comment about the service & taste of the dish
m. This is used as a benchmark for developing and improving in the future that will be

tailored to the customer's desires

n. After the payment transaction is complete and guests are going to leave the

restaurant, the waitress must deliver guests to the exit while saying thank you and

please come back

2.3 Services

Service is an important thing in an effort to make customers still feel

comfortable and at home in using services from a company, if the company

provides good service, customers will not stay away and use services from other

companies. As for the definition of service according to Majid (2009: 35), service

is a real and immediate action to help others (customers, work partners, business

partners, etc.), accompanied by a friendly and sincere smile. The service is a

service defined by Philip Kotler (2000) in Ruslan (2006: 281) is any action or

activity that can be offered by a party to another party which is basically

intangible and does not result in any ownership.

In addition, Majid tried to simplify the stages of customer service as a

basic principle consisting of three stages, which must be lived and mastered by

employees, namely:

a. The main basic principle (before sales), in the form of giving a smile,

greetings, and greetings.

b. The second basic principle (during the sale or purchase process), in the form

of showing concern, giving responses, giving assistance, completing, and

thanking you.

c. The third basic principle (after sale / purchase), in the form of receiving

customer complaints, following up, member solutions not promises, resolving

immediately, accurately and effectively, giving a pleasant surprise, and

thanking you.

Quality is often regarded as a relative measure of the goodness of an item

or service. Quality is a dynamic condition that relates to goods, services, people,

processes, and environments that meet or exceed expectations (Tjiptono, 2006:

51). From the above understanding if consumers in a condition are satisfied and

able to get goods and services in accordance with the desired expectations, in

these conditions consumers find quality. Quality alone there are 5 kinds of quality

perspectives, namely:

1. Transcendental Approach: Quality is seen as innate excellence, where

quality can be perceived or known, but is difficult to define and

operationalize, usually applied in the world of art.

2. Product-based approach: Quality is a characteristic or attribute that can be

quantified and can be measured. Differences in quality reflect differences in

the number of elements or attributes a product has.

3. User-based approach: Quality depends on the person who looks at it, so the

product that best satisfies one's preferences (eg perceived quality) is a high-

quality product.
4. Manufacturing-based approach: Quality as conformity / equal to

requirements. In the service sector, quality is often driven by the goal of

increasing productivity and reducing costs.

5. Value-based approach: Quality is seen in terms of value and price.

Quality in this sense is relative, so products that have the highest quality are

not necessarily the most valuable products. But the most valuable is the most

appropriate item or service purchased. Service quality itself is the level of

excellence that is expected and control over these advantages to meet consumer

desires. Where there are two main factors that influence the quality of service that

is expected and perceived service (Tjiptono, 2007: 260). If the reality is the same

or more than expected, the service can be said to be of quality or satisfactory and

vice versa. Another definition according to Assegaff (2009: 173) service quality

itself is a measure of the extent to which a service provided can meet consumer

expectations.

By studying the quality of services we can know the effects of what

companies can do to meet consumer expectations of service quality. Quality must

begin with consumer needs and end with consumer perceptions. This means that

the image of good quality is not based on the point of view or perception of the

company, but based on the point of view or perception of consumers. Consumers

determine the quality or failure of a service. Thus the quality of service depends

on the company's ability to meet consumer expectations consistently.

Measurement of service quality in Gab Analysis of service quality model.

Parasuraman et al (1998) in Lupiyoadi 2013: 216), said that consumers in

assessing service quality, there are five dimensions that need to be considered,

namely:

1. Physical / tangible forms, namely the ability of the company to demonstrate

its existence to consumers. The ability of the physical conditions that exist

in providing services include physical facilities, equipment, employees and

means of communication. All of that is tangible physical evidence of the

services provided to consumers. This tangible dimension is generally used

by companies to increase the image in the eyes of consumers.

2. Reliability is the company's ability to provide promised services

immediately, reliably, accurately, reliably and satisfactorily. This means that

service providers must be on time in providing services to consumers, the

same service for all consumers without errors. In addition, it also means that

the company concerned keeps its promises according to the agreed schedule.

Dimensions of reliability are often the most important perceptions for

consumers and service industry players.

3. Responsiveness (responsiveness) which is a desire or readiness of

employees to help consumers and provide responsive, fast and appropriate

services with clear information delivery. Negative perceptions on service

will arise if the company allows consumers to wait for no apparent reason.

4. Assurance that includes knowledge, courtesy and the ability to provide

honest, convincing and reliable services. This means the ability of company

employees to foster consumer trust in the company in purchasing services.

 Understanding the sense of security and security for consumers is also

important.

5. Empathy (emphaty) that is individual attention given by the company to

consumers personally to understand consumer needs, so that consumers feel

important, valued and understood by the company. Where companies are

expected to know consumer needs specifically, and have a comfortable

operating time for consumers.

Servqual (Service Quality) model, this model is also known as the gap

analysis model which was developed by three American researchers, Zeithaml, A.

Parasuraman, and Berry. To find out the quality of service, a gap is used. serqual

model. This model includes analysis of 5 gaps that affect service quality

(Tjiptono, 2014: 271), along with the explanation:

1. Gap between consumer expectations and management perceptions.

In fact the management of a company cannot always feel or

understand what consumers want right. As a result, management does not

know how a service should be designed, and what supporting or secondary

services consumers want. For example, the catering manager might think

that the consumers prioritize the timely delivery of food, even though these

consumers might pay more attention to the variety of menus that are served.

2. Gap between management perceptions of consumer expectations and service

quality specifications.

Sometimes management is able to understand exactly what

consumers want, but they do not set a certain standard of performance that

is clear. This can be due to three factors, namely the absence of total
 management commitment to service quality, lack of resources, or because of

excess demand. For example, the management of a bank asks its staff to

provide services quickly without setting standards or measures of service

time that can be categorized quickly.

3. Gap between service quality specifications and service delivery.

There are several causes for this gap, for example employees are

poorly trained (have not mastered their duties), workloads exceed the limits,

cannot meet the specified performance standards. In addition, employees

may also be faced with standards that sometimes conflict with each other,

for example nurses are required to spend time listening to patients'

complaints or problems, but on the other hand they also have to serve

patients quickly.

4. Gap between service delivery and external communication.

Often consumer expectations are influenced by advertisements and

statements or promises made by the company. The risk faced by the

company is if the promises given are apparently not fulfilled. However,

when the consumer arrived and felt that the practical facilities and library

were ordinary, the actual external communication carried out by the

educational institution had distorted consumer expectations and caused

negative perceptions of the quality of service of the institution.

5. Gap between perceived service and expected service

This gap occurs when consumers measure the performance or

performance of a company in different ways or it can also be wrong to

 perceive the quality of the service. For example, a doctor can continue to

visit his patient to show his attention. However, patients can interpret it as

an indication that something is wrong with regard to their illness.

CHAPTER 3

RESEARCH METHODS

The research method used is qualitative analysis. According to Anselm

Strauss & Juliet Corbin (2013: 4) in the book. Basics of Qualitative Research,

explained that qualitative research is intended as a type of research whose findings

are not obtained through statistical procedures or other forms of calculation. Some

researchers collected data through interviews and observing two techniques

commonly associated with qualitative methods.

Data Collection Techniques

In this study the technique of collecting data through:

1. Observation (Observation)

According to Nazir (2011: 175) direct observation is the retrieval of

data using the eyes without any help from other standard tools for this

purpose. Observations that have been carried out directly for several months

during On the Job Training at Panderman Coffeeshop at the Aria Gajayana

Malang Hotel, observed what the senior waiter / waitress did to improve the

quality and service for guests.

2. Interview

According to Nazir (2011: 193) interviews are the process of obtaining

information for the purpose of research by way of question and answer,

while face to face between and respondents using a tool called an interview

guide (interview guide). Interviewing captain waiter directly as a senior to

find out what steps should be taken to improve the skills or work skills of a

waiter, as well as ways to serve guests who are good and right.

3. Literature review

According to Nazir (2011: 93) literature study is data that already

exists, obtained information from previous research by exploring theories

that have developed in the field of interest. Tracing the existing literature

and studying it diligently is a literature work that is very much needed in

doing research. The author takes data through books related to the field

under study
 CHAPTER 4

DISCUSSION

Hotel History

Aria Gajayana Hotel is a minimalist modern concept hotel built in Tanah

BOT (Build Operation Transfer) owned by the Malang City Government. The first

pile was planted in June 2006. The Aria Gajayana hotel is on Jalan Kawi no. 24

complex Mall Olympic Garden (MOG) which offers facilities "Business-

Shopping-Tourism-Entertainment-Sports and Health" in an integrated area. One of

the advantages of Aria Gajayana Hotel is the direct access to the Olympic Garden
Mall. Another advantage is its location in the city center adjacent to several city

government offices.

The year of operation of the Aria Gajayana Hotel is on December 18, 2011

which was inaugurated by Mr. Peni Suparto, he is the Mayor of Malang. This Aria

Gajayana hotel consists of eleven floors with 167 rooms starting from the fifth

floor to the eleventh floor. On the fourth floor is a Coffee Shop and Meeting

Rooms. Because of its location in conjunction with the Olympic Garden Mall, the

first and third floors are used for mall buildings.

The hotel also has a Nashville Club, Pub & Karaoke as one of the Aria

Gajayana Hotel outlets offering TV Pub Entertainment and VVIP entertainment

on the fourth floor with an entrance through the Mall Olympic Garden's basement

parking area. In the development of the Aria Gajayana Hotel under the auspices of

PT. Hotelindo Abadi Partners will develop the Aria Hotel network business in

several places throughout Indonesia, including the Aria Barito Hotel in

Banjarmasin and now there are plans to develop Aria Hotels in Surabaya.

General information

Aria Gajayana Hotel is located in the second largest city in East Java.

Precisely at Jalan Kawi No 24 Malang, Olympic Garden Mall complex. This

location is very strategic because it is adjacent to one of the largest malls in

Malang City. The location of Aria Gajayana Hotel is also close to several hospitals

and close to government offices, this is the main attraction for guests to stay at

Aria Gajayana Hotel. In addition, the services they have are very good so they can

satisfy customers.
 Aria Gajayana Hotel consists of eleven floors and has 6 types of rooms,

namely Deluxe Room 69 rooms, Super Deluxe Room 62 rooms, Family Room 16

rooms, Executive Room 12 rooms, Suite Room 7 rooms and President Suite

Room only 1 room. Of the 167 rooms owned by the Aria Gajayana Hotel, guests

can choose from three choices of views owned by the Aria Gajayana Hotel,

namely city view, mountain view and pool view. Rooms at this hotel start from the

fifth floor to the eleventh floor. The Coffee Shop Hotel Aria Gajayana is located

on the fourth floor, with in-door and out door facilities. Not only a coffee shop,

four meeting rooms are also located on the fourth floor, namely Bromo, Semeru,

Arjuna and Welirang. The swimming pool is on the fifth floor adjacent to the Ijen

meeting room. In addition, the Aria Gajayana Hotel also has a Neshville Pub &

Karaoke with a maximum capacity of 2000 people offering TV Pub Entertainment

and VVIP entertainment on the fourth floor. Because the building of this hotel

goes hand in hand with the mall, the 1st to 3rd floor buildings are used as the

Olympic Garden Mall building.

This Aria Gajayana hotel is a 4 star hotel that is included in the business

hotel category because of its location in the city center and most of the visiting

guests are businessmen and officials who have business affairs in Malang City.

But it is not uncommon for tourists to stay at the Aria Gajayana Hotel because the

facilities are very good and also the location of Malang city adjacent to the tourist

town of Batu.

Vision and Mission of the Hotel

a. Vision Being a pioneer and market leader in hotel business that provides

services "Business-Shopping-Tourism-Entertainment-Sports and Health" in

 an integrated manner in Malang with a touch of typical Indonesian

hospitality with international standards.

b. Mission

1) Committed to providing the best service, products and facilities and

comfort and safety that are intended for customer satisfaction.

2) Maintain and improve health in an integrated manner under strong

management.

3) Establish reliable, honest and professional employees with a touch of

Indonesian hospitality.

4) Participate actively in developing tourism in East Java, especially Malang.

Special Information

1. Quality of Service for Employees of Waiters / Waiters At Panderman

Coffeshop Hotels Aria Gajayana Malang include:

a. Tangible Dimension (Physical Evidence)

Guest response to the quality of service provided by Panderman

Coffeshop Hotel Aria Gajayana Malang on the dimensions of Tangible

which includes food menu variations Panderman Coffeshop Aria

Gajayana Hotel Malang includes variations in food menus, food prices,

Panderman Coffeshop Facilities Aria Gajayana Malang Hotels, Neatness

and uniformity employees, which can be seen directly by guests.

1) Guest Responses to Panderman Coffeeshop

 Food Menu Variations at Aria Gajayana Hotel Malang

Panderman Coffeshop food menu variations Aria Gajayana Malang

Hotel is considered quite good because it can be seen from the score

of 399 or 19.93%, respondents mostly feel that variations in the

restaurant's food menu have met the expectations of guests, this is

due to Panderman Coffeshop Hotel Aria Gajayana Malang presents

the to the guests so that the guests feel comfortable, warm and will

feel the unique taste of Solo as they enter the restaurant room. The

price of the food menu given to the guests is affordable because this

can be seen from the score given which is equal to 398 or 19.88%,

this is felt by guests who have fulfilled their expectations. At the

Panderman Coffeshop facility, Aria Gajayana Malang Hotel

respondents gave the highest score of 407 or 20.33%, this was felt

by the respondents to be very well seen from the completeness such

as air conditioning, music and others. Whereas for food hygiene

assessed by clean respondents, this can be seen from the low score

given which is equal to 396 or 19.78% and for neatness and

uniformity of employee attire of 402 or 20.08%.

2. Empahty dimensions

This section will explain the Emphaty dimension, because each

company has the emptyty to create a better relationship between the

company and its guests, which consists of: the attention of the employees,

and the attitude of the employees to understand the complaints of the

guests. The attitude of the employees in understanding the complaints of

 the guests was felt to be very good because it was seen from the highest

score that was equal to 415 or 51.17%, this showed that the attitude of the

employees was in accordance with what was expected by the guests. As

for the attention of the employees they give to guests get a score of 396 or

48.83%, this shows that the attention given by the employees to the guests

is felt good and always asks what the guest needs.

3. Reliability Dimensions

Guest response to Panderman Coffeshop Hotel Aria Gajayana

Malang on the Reliability (Reliability) dimension which includes the

ability of employees to provide what guests need, employees in providing

services needed by guests with a score of 430 or 33.64%, this indicates

that employees able to serve the needs of guests well, while for the ability

of employees to deliver services and ways and efforts of employees in

handling problems get the same score that is equal to 424 or 33.18%, this

shows that the ability to deliver services has met the expectations of guests

with their ways and efforts in dealing with guest matters.

4. Dimensions of Responsiveness (Response)

Employee behavior, the attitude of these employees is one of the

elements found in companies engaged in the service sector, because the

services they produce will be consumed by guests simultaneously. Table

17 for the speed factor of employees in providing services, felt by the

respondents was very good, because this can be seen from the results of

the scores obtained at 418 or 33.15%. Speed of service is one of the goals

of a company engaged in services. Employee readiness in helping

 respondent guests think this is quite good because it can be seen in the

scores obtained at 420 or 33.31%, in this factor the hotel manager must be

improved because it is felt to be not optimal. On the ability factor in

dealing with complaints the respondents think it is good Because it can be

seen from the score obtained at 423 or 33.54%, this needs to be a material

improvement by the managers of Panderman Coffeshop Hotel Aria

Gajayana Malang.

5. Dimensions of Assurance

That the security guarantees provided by Panderman Coffeshop

Hotel Aria Gajayana Malang, are not optimal. Because they get a score of

419 or 49.06%, this is considered by respondents to feel insecure, for

which managers provide security in various ways, not just security. car

park, food safety, but in other cases. Meanwhile, for the guarantee of the

comfort of respondents, the rate is optimal, this can be seen from the

scores obtained at 435 or 50.94%, this is in accordance with what guests

expect from what was promised by Panderman Coffeshop Hotel Aria

Gajayana Malang, then things this needs to be maintained by the manager.

Based on the results of the 5 dimensions analysis can be conveyed as

follows:

 In the Tangible dimension, satisfying performance with what is desired by

consumers is a variety of food menus, food menu prices, restaurant

facilities, food hygiene, employee fatigue and uniformity. Overall the level

of suitability of performance against consumer expectations in the

Tangible dimension. This shows that the gap between expectations and
 performance at Panderman Coffeshop Hotel Aria Gajayana Malang Hotel

is not too far away. Then it can be concluded for this dimension that

employee performance meets guest expectations, thus creating guest

satisfaction.

 In Empahty dimension, satisfying the performance with what is expected

by consumers such as the attention of the employees given to consumers

and the attitudes of employees in understanding complaints and what

consumers need.

 In the Realiability dimension, satisfying the performance of what is

expected by consumers is the ability of employees to provide what is

needed by consumers, while those that are not in accordance with

performance are delivering services provided by employees and attitudes

of employees in solving problems.

 In the Responsiveness dimension, satisfying according to its performance

as expected by consumers is the level of service speed. Whereas what is

still lacking is the employee's level of submission and the ability of

employees to handle consumer complaints.

 In the Assurance dimension, satisfying according to the performance as

expected by consumers is a guarantee of comfort. Whereas less

 CHAPTER 4

CONCLUSION

A. Conclusion

Based on the research that has been done, it can draw conclusions as

follows:

Based on the results of the discussion, it can be obtained that guest ratings of

service quality for tangible include menu variations:

1. food, food menu prices, restaurant facilities, food and neat cleanliness and
diversity of employee clothes show that guests are satisfied to eat at Panderman

Coffeeshop at Aria Gajayana Hotel Malang, indicated by the results of a

questionnaire distributed showing the majority of guests satisfied and the

neatness of guests arranged neat.

2. Based on the results of the discussion, it can be obtained that guest ratings on
service quality for empathy which includes employee attention to guests, the

attitude of employees shows guests feel cared so that guests feel satisfied eating

at Restaurant Panderman Coffeeshop at Aria Gajayana Malang Hotel, indicated

by the questionnaire results disseminated shows the majority of guests feel

satisfied and employees pay attention to what is asked by the guests.

3. Based on the results of the discussion, it can be obtained that guest ratings of
service quality for reliability include the ability of employees to provide what

guests need, the ability of employees to deliver services and ways and efforts

4. Based on the results of the discussion, it can be obtained that guest ratings

of service quality for responsiveness which include the speed of

employees in providing service, employee readiness in helping guests the

ability to handle guest complaints, shows guests feel the responsiveness of

employees is good so that guests feel satisfied eating Panderman

Coffeeshop at Aria Gajayana Hotel Malang, indicated by the results of a

questionnaire distributed showing the majority of guests were satisfied and

employees responded to complaints and provided solutions.

5. Based on the results of the discussion, it can be obtained that the guest

assessment of the service quality for assurance which includes security and

comfort, shows guests feel safe and comfortable eating at Panderman

Coffeeshop at Aria Gajayana Malang Hotel, indicated by the results of a

 questionnaire distributed showing the majority of guests satisfied and

employees in terms of safety and comfort

Suggestion

Based on the research that has been done on Panderman Coffeeshop at

Aria Gajayana Hotel Malang, the authors suggest the following things in the hope

that they can provide benefits and become input for Panderman Coffeeshop at the

Aria Gajayana Malang Hotel including the following:

1. The Panderman Coffeeshop party at Aria Gajayana Malang Hotel must

maintain the quality of existing services to the factors of Responsiveness

and Assurance, because according to guests both of these factors can be

fulfilled. But there is nothing wrong if the hotel increases these factors so

that guests will get more comfort.

2. Panderman Coffeeshop at Aria Gajayana Malang Hotel should make

improvements to the dimensions of service quality that are considered still

not good, such as the Tangible dimension, which consists of variations in

food menus, food menu prices, restaurant facilities, food cleanliness,

neatness and employee uniformity hotel. All of this must be further

improved, so that guests will feel more comfortable than before. The

Emphaty dimension which consists of the attention of the employees and

the attitude of the employees in understanding complaints must be

considered more. The hotel can provide training to its employees so that

they have more knowledge and experience in response to guest

complaints. This training can also increase the level of Reliability of

employees so that the hotel will get a positive attitude from the guests