D.M, Putri and Yusri Abdillah, S.Sos.,M.Si.,Ph.D and Dr. Dini Kurnia Irmawati, S.Pd., M.Pd (2023) Upaya Peningkatan Kompetensi Karyawan Food and Beverage Service Dalam Menunjang Kelancaran Operasional Salah Satu Hotel Luxury Berbintang Lima di Surabaya. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mendeskripsikan penerapan Standard Operating Procedure (SOP) serta memaparkan upaya-upaya peningkatan kompetensi karyawan departemen Food and Beverage Service dalam segi ability (mencakup knowledge dan skill) dan attitude di Hotel X, salah satu hotel luxury berbintang 5 di kota Surabaya. Dalam penelitian ini metode yang digunakan bersifat kualitatif deskriptif. Metode pengumpulan data yang digunakan adalah metode observasi dan metode wawancara. Hasil dari penelitian menunjukan bahwa SOP di Hotel X belum maksimal, hal ini dikarenakan pihak manajemen kurang mengasah soft skills para karyawan serta pihak HRD yang tidak terlalu memandang background pendidikan karyawan F&B Service ketika merekrut karyawan sehingga training yang diberikan tidak dicerna dengan maksimal sebab sejumlah karyawan tidak didasari oleh pendidikan yang sesuai perhotelan. Selain itu untuk meningkatkan pengetahuan dan keterampilan karyawan F&B Service, Hotel X menerapkan program Associates Training dan Department Training. Target dari program ini adalah melibatkan seluruh karyawan untuk mendapatkan 40-50 jam pelatihan setiap tahunnya. Sedangkan upaya Hotel X dalam meningkatkan attitude karyawan adalah dengan memiliki hotel commitments dan core values yang dibacakan setiap daily briefing untuk memotivasi para karyawan. Ada juga pelatihan lain yang disebut Symphony of Service Training yang berfokus pada peningkatan sikap karyawan secara terus menerus untuk mengedepankan etika dalam perhotelan.
English Abstract
This study aims to describe the implementation of Standard Operating Procedure (SOP) and to describe the efforts to increase competencies of employees in the Food and Beverage Service department in terms of ability (knowledge and skills) and attitude at Hotel X, one of the five-star luxury hotels in Surabaya city. The current study employs descriptive qualitative method. Data collection is conducted through a set of observations and interviews. The results of the study show that the implementation of SOP at Hotel X has not been maximized, this is because the management does not sharpen the soft skills of employees and HRD does not pay much attention to the educational background of F&B Service employees during recruitment so that the training given is not digested optimally because some employees do not have the basic education of hospitality. Furthermore, in order to increase knowledge and skills of the employees Hotel X implements Associates Training and Department Training. The target of the program is to engage all employees of getting 40-50 hours training in each year. Meanwhile, Hotel X's efforts to improve employees’ attitude are by having hotel commitments and core values which are read out every daily briefing to motivate employees. There is also another training so called Symphony of Service Training that focus on a steadily improvement of employees’ attitude to put forward on ethics in hospitality
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052317 |
| Uncontrolled Keywords: | SOP Hotel, Manajemen F&B, Keterampilan, Etika, Sikap, Hospitaliti, Hotel SOP, F&B Management, Skill, Ethics, Attitude, Hospitality |
| Divisions: | Program Vokasi > D4 Manajemen Perhotelan |
| Depositing User: | Annisti Nurul F |
| Date Deposited: | 31 Jan 2024 00:40 |
| Last Modified: | 31 Jan 2024 00:40 |
| URI: | http://repository.ub.ac.id/id/eprint/214908 |
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