Pembuatan SOP Pelayanan Breakfast di Hotel Aston Kartika Grogol

Abstract

Pelayanan makanan merupakan salah satu aspek penting dalam industri perhotelan, terutama breakfast yang menjadi layanan yang penting bagi setiap orang untuk mengawali aktivitas. Hotel Aston Kartika Grogol belum memiliki Standar Operasional Prosedur (SOP) khusus untuk pelayanan breakfast, sehingga masih menggunakan SOP umum yang mencakup banquet dan hygiene-sanitasi. Hal tersebut menimbulkan beberapa ketidaksesuaian dengan standar acuan yang berlaku. Penelitian ini bertujuan menyusun SOP pelayanan breakfast berdasarkan hasil penilaian kesesuaian dengan standar yang sudah ada. Metode yang digunakan Adalah deskriptif kualitatif dengan pengumpulan data primer melalui observasi dan wawancara, serta data sekunder dari arsip hotel. Hasil penelitian menunjukkan bahwa pelayanan breakfast secara umum sudah sesuai standar, terutama pada tahap persiapan, buffet breakfast, dan after breakfast. Namun, beberapa aspek seperti escorting the guest dan evaluasi kepuasan tamu belum dilaksanakan secara konsisten. Oleh karena itu, penelitian ini menghasilkan rancangan SOP pelayanan breakfast yang lebih rinci, meliputi SOP personal grooming, hygiene dan sanitasi, buffet breakfast, after breakfast, serta struktur organisasi dan SDM. Penerapan SOP ini diharapkan meningkatkan kualitas layanan, kepuasan tamu, dan kinerja staf di Hotel Aston Kartika Grogol.

Food service is one of the important aspects in the hospitality industry, especially breakfast which is an important service for everyone to start their activities. Aston Kartika Grogol Hotel does not yet have a specific Standard Operating Procedure (SOP) for breakfast service, so it still uses a general SOP that includes banquet and hygiene-sanitation. This causes some discrepancies with the applicable reference standards. This study aims to develop a breakfast service SOP based on the assessment of conformity with existing standards. The method used is descriptive qualitative with primary data collection through observation and interviews, as well as secondary data from hotel archives. The results showed that breakfast service generally was by the standards, especially in the preparation stage, buffet breakfast, and after breakfast. However, some aspects such as escorting the guest and evaluating guest satisfaction have not been implemented consistently. Therefore, this study produced a more detailed breakfast service SOP design, including SOP for personal grooming, hygiene and sanitation, breakfast buffet, after breakfast, as well as organisational structure and human resources. The implementation of this SOP is expected to improve service quality, guest satisfaction, and staff performance at Aston Kartika Grogol Hotel.