MANAGER

Orientation programs are a form of employee training designed to introduce new

employees to their job, the people they will be working with, and the larger organization.
These training programs can play a critical role during socialization by providing
newcomers with a variety of important information (Anderson, Cunningham-Snell, &
Hiagh, 1990).

According to McGovern et al., (1997), most managers conduct performance appraisal,

make promotion decisions and are involved in terminations.

Over staffing that means excessive labor costs and under staffing that invites the
opportunity cost of service errors and lost business. Most operators seek to rely on their
personal experience and judgment to determine schedules that are meant to maintain
service quality and limit labor costs (Choi et al., 2009).

The result of this study corroborated the findings of the study conducted by Mohammad
(2006) A study of relationship between managers' leadership style and employees' job
satisfaction revealed that the satisfaction scores for men manager were found to be
significantly higher than those of women (p , 0:001).

EMPLOEES

According to Becker (1990), the Facility Management is responsible for coordinating all
efforts related to planning, design and management of buildings and their systems, their
equipment and their furniture, in order to improve the organization's ability to compete
successfully in an environment rapid changing.

Rachman (2005) food and beverage department is in charge of part processing,

producing and serving food and drinks for the purposes of hotel guests, both in the
rooms, restaurant, coffee shop, banquet (receptions and meeting), food employees, and
so on. As a conclusion food and beverage is a part that has a job and responsible to
prepare and serving the food for guests of hotel and hotel’s employee.

Johnston (1995) defined the service quality as customer satisfaction, i.e. the degree of
fit between customers’ expectations and perceptions of service. “Quality is a
measurement of various attributes of a product or services as against meeting a specific
need at certain place and time.”

According to Dang (2012) effective communication in the workplace places a significant

impact on the success of a business organisation. It strengthens the rapports between
individuals in the organisation, gains the loyalty from employees, and improves their
engagement and productivity

The result of this study corroborated the findings of the study conducted by McEvoy
(1989) "Cumulative evidence of the relationship between employee age and job
performance." Show that there was moderated the relation between age and
performance significantly

According to Babin and Boles (1998) “Employee behaviour in a service environment: a

model and test of potential differences between male and female” reveals that females
service providers job performance more negatively than it does males and job quitting
intent among males.

Hancer (2003) revealed that his study entitled Job Satisfaction of Restaurant
Employees, which the employees who were working in various job positions (i.e.,
kitchen help, undefined positions) were significantly more satisfied than those classified
as wait staff, bartenders, or cooks.

Hancer (2003) revealed that his study entitled Job Satisfaction of Restaurant
Employees, that the employees having less than 3 months of job tenure were
significantly more satisfied with their jobs than workers with other job tenures.

GUESTS

Food is a core product and it plays a crucial role in the restaurant business (Liu and
Jang, 2009). Empirical evidences reveal that food quality has a significant impact on a
firm’s long term financial performance due to its ability to create a favourable preference
for the firm’s products when consumers can 20 differentiate its product quality from
others in a meaningful way (Du and San, 1995).

Gronroos (1984) and Zeithaml et al. (1990) argue that service quality is more
complicated than product quality. The physical attribute of products enables errors in
the production to be easily detected and thus necessary solutions can be taken
immediately to correct the mistakes before they are sold to customers. Compared with
product quality, service quality is difficult to measure physically because services are
abstract entities with characteristics such as intangible, perishable, heterogeneous and
simultaneous Service Quality Food Quality Perceived Value Customer Satisfaction
Behavioural Intentions 17 (Lovelock, 2001)

Restaurant cleanliness has been perceived by researchers to be one of key factors in

customers’ restaurant quality evaluations (Becker, Murrmann et al. 1999; Barber and
Scarcelli 2009; Jang and Liu 2009).

This involves research about the “ambiance” (Bitner, 1992) which is “artificial
environment” and also how it influences both clients and also workers within the
program process.

Muhamad and Ahmad (2016) show that the gender plays a significant effect in the
relationship between service quality and customer satisfaction.