ANALISIS KINERJA WAITERS DI RESTORAN CAKRAWALA HOTEL ARYADUTA MANADO PADA ERA NEW NORMAL

Abstract

The Covid-19 pandemic that occurred in 2019 in Indonesia has had an impact and
changes in the restaurant industry in the hotel world, as well as the Cakrawala Restaurant at
the Aryaduta Hotel Manado. Changes that have occurred include changes to the SOP in
serving guests and also a reduction in the number of waiters at the Cakrawala Restaurant at
the Aryaduta Hotel Manado. This makes waiters have to work optimally, especially after the
pandemic enters the new normal period, where everything is gradually recovering and the
hotel business is starting to get busy again. For this reason, the author carries out research on
analysis of waiter performance at the Cakrawala Restaurant at the Aryaduta Hotel Manado
during the new normal period. The research method used in this research is a descriptive
qualitative research method. The research location, namely Cakrawala Restaurant Hotel
Aryaduta Manado, was carried out during the months of 4 July 2022 to 4 January 2023. It is
known that the Cakrawala Restaurant Hotel Aryaduta Manado has 3 waiters in charge of
providing service since the pandemic and during the new normal period the number of waiters
remains the same, namely 3 people working in 2 shifts. For this reason, waiters at the Horizon
restaurant of the Aryaduta Hotel Manado are required to be able to work optimally by carrying
out their duties and responsibilities in accordance with the existing SOPs, apart from that they
must continue to work solidly and collaboratively in working with the team and routinely
participate in every evaluation carried out. Apart from that, pay attention to factors that can
influence the performance of waiters in improving the quality of their service, namely
individual factors and management support factors, including: good mental attitude, education
or training, work skills, good leadership and an appropriate income level.
Keywords: Performance, waiters, Cakrawala restaurant