PERANAN SUPERVISOR DALAM MENINGKATKAN EFEKTIVITAS KERJA PRAMUSAJI PADA SUATU RESTORAN HOTEL BERBINTANG LIMA

Abstract

Abstract: The role of supervisor improving the waiter or waitress’ work effectiveness in the
restaurant of a five-star hotel. Accommodation and restaurant business sector is strongly
influenced by human resources, money, time, job method and procedure, material (food and
beverage, linen and utensils).Accommodation and restaurant business is a line of business
which offers services that are closely related to the skills of human resources and therefore,
in accommodation and restaurant industry, human resources, in this case the waiter / waitress
plays a very essential role. Before the services are offered to the guests or costumers, there
should be a prime preparation. The prime preparation abilities dependon many factors among
which are professionalism, knowledge, skills and teamwork and obedience to the process of
activities .Obedience to process is usually organized by a feasible person with skills, knowledge
and professionalism which are higher than those of other employees. And in the same time,
this person must function

as the liaison between the employees who work as operators and the
management. The person with this special responsibility is called supervisor. How smooth and
good a service is depends on the management of a supervisor who ensures that the operation at
the Food and Beverages Departmenthas met the given standard of service. From the research
which was done in the same time as the job training, it was seen that there complaints towards
the services provided by the waiters/ waitresses at Cakrawala Restaurant of Aryaduta hotel
Manado. From the observation, the writer witnessed that while serving, the waiters/ the
waitresses often misunderstood

one another for example when the first waiter was serving a
guest for choosing a menu, he was asked by the supervisor to do something else,

and he asked
another waiter to do what he was doing but there was a misunderstanding about the menu
chosen by the guest because the menu available at the restaurant was written in English while
the guest mentioned the menu in Indonesian or Bahasa Manado. Another example is there was
a waiter who came late but the supervisor didn’t give a warning and give him a punishment.

These things seem trivial but they strongly influence the services delivery and cause complaints
from the guest. If there are mistakes made by the waiter/waitress the supervisor must directly
give direction, guidance and motivation to the waiter/waitress as required.