Penerapan Prosedur Pelayanan Pramusaji Saat Pandemi di Restaurant
Authors: Setiawan Kadek Agus , Pratiwi Komang Trisna Arcana 
Published: January 2024

Dalam dunia perhotelan khususnya hal yang paling utama dan yang paling dilirik oleh wisatawan atau pelancong adalah restaurant. Selain kualitas makanan, kualitas pramusaji sangat dibutuhkan, serta langkah-langkah dalam melayani tamu. SOP atau Standar Operasional Prosedur adalah aturan tertulis mengenai apa yang harus dilakukan. Definisi pramusaji adalah sebagai seseorang yang melayani makan minum tamu di dalam suatu Restaurant. Dalam kondisi pandemi seperti ini serta dengan sumber daya manusia yang terbatas maka standar operasional prosedur yang baik dan tepat akan sangat amat membantu kelancaran operasional Restaurant. Ambar Restaurant adalah salah satu Restaurant yang memiliki konsep Bar and Lighbite, konsep dari penelitian ini adalah Pelaksanaan SOP pelayanan pramusaji pada masa pandemi. SOP yang dilaksanakan di Ambar Restaurant Mandapa a Ritz-Carlton Reserve memiliki 10 tahapan yang harus diikuti dan dijalankan oleh semua karyawan guna memaksimalkan kinerja dan kelancaran operasional.prosedur saat pelayanan makanan dan minuman di masa pandemi di Ambar Restaurant Mandapa a Ritz-Carlton Reserve. Sesuai dengan Standar Operasional Prosedur di Ambar Restaurant, ada 10 SOP yang ditetapkan di Ambar Restaurant. Dari 10 SOP yang di tetapkan terdapat 50% (5 SOP) sudah dijalankan dengan baik. Penerapan Standar Operasional Prosedur dilakukan dengan baik, tetapi masih ada beberapa kendala sehingga ada 5 prosedur yang tidak maksimal, ada beberapa faktor penyebab diantaranya karena banyaknya tamu yang datang ke Restaurant secara bersamaan. Untuk memaksimalkan penerapan SOP, pihak manajemen diharapkan: pramusaji harus menggunakan masker, Pramusaji harus memperhatikan tamu, manajemen memberikan pelatihan, memberikan training kepada seluruh staff dan daily worker.

In world of hospitality, especially the most important and most ogled by tourists or restaurants is. In addition to the quality of the food, the quality of the waiters is very much needed, as well as the steps in serving guests. SOPs or Standard Operating Procedures are written rules about what to do. The definition of a waiter is someone who serves food and drink to guests in a restaurant. In this pandemic condition and with limited human resources, good and appropriate standard operating procedures will greatly help run restaurant operations. Ambar Restaurant is one of the restaurants that has a Bar and Lightbite concept, this service concept is the implementation of waiter SOPs during the pandemic. The SOP carried out at Ambar Restaurant Mandapa a Ritz-Carlton Reserve has 10 stages that are followed and carried out by all employees to maximize performance and run operations. procedures for food and beverage service during the pandemic at Ambar Restaurant Mandapa a Ritz-Carlton Reserve. In accordance with the Standard Operating Procedures at Ambar Restaurant, there are 10 SOPs set at Ambar Restaurant. Of the 10 SOPs that have been set, 50% (5 SOPs) have been carried out properly. The implementation of Standard Operating Procedures is carried out well, but there are still some obstacles so that there are 5 procedures that are not optimal, there are several factors that cause them because of the large number of guests who come to the restaurant at the same time. To maximize the implementation of the SOP, the management is expected: waiters must wear masks, waiters must pay attention to guests, management provide training, provide training to all staff and daily workers.