Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in Indonesia
The waiter’s role is of great importance in the smooth operation of a restaurant business within the tourism industry. Thus, it is necessary to critically examine the waiter’s performance concerning guest satisfaction in a tourism organization. In the case of this study, a waiter not only performs...
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| Format: | Article |
| Language: | English |
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Laboratorium Rekayasa Sosial, Jurusan Sosiologi, FISIP Universitas Bangka Belitung
2022-06-01
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| Series: | Society |
| Subjects: | |
| Online Access: | https://society.fisip.ubb.ac.id/index.php/society/article/view/372 |
| _version_ | 1797631222434758656 |
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| author | Witarsa Witarsa I Made Darsana I Made Sudjana Wamaungo Juma Abdu |
| author_facet | Witarsa Witarsa I Made Darsana I Made Sudjana Wamaungo Juma Abdu |
| author_sort | Witarsa Witarsa |
| collection | DOAJ |
| description |
The waiter’s role is of great importance in the smooth operation of a restaurant business within the tourism industry. Thus, it is necessary to critically examine the waiter’s performance concerning guest satisfaction in a tourism organization. In the case of this study, a waiter not only performs the role of a waitress but is also tasked to become an ambassador within the sector. Taking Warung Mesari in the context of this study, waiters must display good hospitality in welcoming visitors and introducing and preserving the restaurant’s image. Based on this view, the present study looks at the performance of waiters as a way to contribute to the increament in the number of guests satisfied with the services provided by warung Mesari. The research method used is descriptive-qualitative, with data collection techniques in the form of interviews, documentation studies, and observations. This study revealed that: the waiters were able to provide good service and establish good relationships with guests who visited the restaurant; the waiters have done their job successfully; the restaurant has received many positive guest comments from guests; the restaurant also gets repeater guests; and guests who have visited again invite their friends to visit the Warung Mesari restaurant.
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| first_indexed | 2024-03-11T11:18:50Z |
| format | Article |
| id | doaj.art-ba48761a680c47d481e0e73856b574c0 |
| institution | Directory Open Access Journal |
| issn | 2338-6932 2597-4874 |
| language | English |
| last_indexed | 2024-03-11T11:18:50Z |
| publishDate | 2022-06-01 |
| publisher | Laboratorium Rekayasa Sosial, Jurusan Sosiologi, FISIP Universitas Bangka Belitung |
| record_format | Article |
| series | Society |
| spelling | doaj.art-ba48761a680c47d481e0e73856b574c02023-11-10T16:44:41ZengLaboratorium Rekayasa Sosial, Jurusan Sosiologi, FISIP Universitas Bangka BelitungSociety2338-69322597-48742022-06-0110110.33019/society.v10i1.372Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in IndonesiaWitarsa Witarsa0I Made Darsana1I Made Sudjana2Wamaungo Juma Abdu3Universitas TanjungpuraInstitut Pariwisata dan Bisnis InternasionalInstitut Pariwisata dan Bisnis InternasionalKyambogo University The waiter’s role is of great importance in the smooth operation of a restaurant business within the tourism industry. Thus, it is necessary to critically examine the waiter’s performance concerning guest satisfaction in a tourism organization. In the case of this study, a waiter not only performs the role of a waitress but is also tasked to become an ambassador within the sector. Taking Warung Mesari in the context of this study, waiters must display good hospitality in welcoming visitors and introducing and preserving the restaurant’s image. Based on this view, the present study looks at the performance of waiters as a way to contribute to the increament in the number of guests satisfied with the services provided by warung Mesari. The research method used is descriptive-qualitative, with data collection techniques in the form of interviews, documentation studies, and observations. This study revealed that: the waiters were able to provide good service and establish good relationships with guests who visited the restaurant; the waiters have done their job successfully; the restaurant has received many positive guest comments from guests; the restaurant also gets repeater guests; and guests who have visited again invite their friends to visit the Warung Mesari restaurant. https://society.fisip.ubb.ac.id/index.php/society/article/view/372Increasing Guest SatisfactionOptimizationWaitress Performance |
| spellingShingle | Witarsa Witarsa I Made Darsana I Made Sudjana Wamaungo Juma Abdu Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in Indonesia Society Increasing Guest Satisfaction Optimization Waitress Performance |
| title | Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in Indonesia |
| title_full | Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in Indonesia |
| title_fullStr | Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in Indonesia |
| title_full_unstemmed | Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in Indonesia |
| title_short | Performance of Organizational Staff and Guest Satisfaction in the Tourism Industry in Indonesia |
| title_sort | performance of organizational staff and guest satisfaction in the tourism industry in indonesia |
| topic | Increasing Guest Satisfaction Optimization Waitress Performance |
| url | https://society.fisip.ubb.ac.id/index.php/society/article/view/372 |
| work_keys_str_mv | AT witarsawitarsa performanceoforganizationalstaffandguestsatisfactioninthetourismindustryinindonesia AT imadedarsana performanceoforganizationalstaffandguestsatisfactioninthetourismindustryinindonesia AT imadesudjana performanceoforganizationalstaffandguestsatisfactioninthetourismindustryinindonesia AT wamaungojumaabdu performanceoforganizationalstaffandguestsatisfactioninthetourismindustryinindonesia |