Rancangan Standar Operasional Prosedur Pelayanan Pramusaji berdasarkan Evaluasi Implementasi Standar Usaha di Restoran XYZ

Abstract

Standar usaha restoran dibuat untuk mendukung peningkatan mutu, pelayanan, dan pengelolaan usaha melalui audit. Penelitian ini dilakukan untuk merancang Standar Operasional Prosedur (SOP) pelayanan pramusaji berdasarkan evaluasi implementasi standar usaha restoran menurut Peraturan Menteri Pariwisata dan Ekonomi Kreatif Nomor 4 Tahun 2021 di Restoran XYZ. Metode penelitian secara kualitatif deskriptif. Berdasarkan hasil penelitian, Restoran XYZ belum memenuhi kriteria penilaian dengan persentase 46% sesuai. Berdasarkan hasil evaluasi, terdapat 6 faktor yang memengaruhi kualitas layanan yaitu kebersihan sarana dan fasilitas, kualitas makanan dan minuman, pengetahuan tanggap darurat; ketersediaan P3K dan APAR, pelatihan dan kompetensi pramusaji, penggunaan seragam karyawan, dan Standar Operasional Prosedur (SOP) terdokumentasi. Rancangan SOP pelayanan pramusaji terdiri dari 10 langkah yaitu persiapan sebelum memulai (mise en place), menyapa dan mengantar (greeting & seating), menerima pesanan (taking orders), prapenyajian (pre-serving), menyajikan (serving), membersihkan (clear up), penagihan pembayaran (billing), berpamitan (farewell), umpan balik (feedback), dan penutupan (closing).

Restaurant business standards created to support the improvement of quality, service, and business management through audits. This study conducted to design a Standard Operating Procedure (SOP) for waiter service based on an evaluation of the implementation of restaurant business standards according to the Regulation of the Minister of Tourism and Creative Economy Number 4 of 2021 at XYZ Restaurant. The research method is qualitative descriptive. Based on the results, XYZ Restaurant has not met the assessment criteria with a percentage of 70% according to. Based on the evaluation results, factors that influence the quality of service are cleanliness of facilities and equipment, quality of food and beverages, emergency response knowledge; availability of first aid and fire extinguishers, training and competence of waiters, employee uniforms, and documented Standard Operating Procedures (SOP). The draft SOP for waiter service consists preparation before starting, greeting & seating, taking orders, pre-serving, serving, clear up, billing, farewell, feedback, and closing.