Exploring Service Excellence Training: Developing the Professional Competence of Waitstaff at Small-Scale Restaurants in Bali
DOI:
https://doi.org/10.37276/sjss.v6i2.696Kata Kunci:
Adaptasi Kultural, Kinerja Pramusaji, Loyalitas Pelanggan, Pelayanan Prima, Restoran KecilAbstrak
Restoran kecil di destinasi pariwisata menghadapi beban operasional ganda. Pengelola dituntut untuk memenuhi standar kualitas pelayanan internasional di tengah keterbatasan sumber daya manusia dan kerentanan operasional. Penelitian ini bertujuan untuk mengeksplorasi secara komprehensif dinamika sosiopsikologis implementasi pelatihan pelayanan prima terhadap transformasi kompetensi pramusaji dan kontribusinya pada loyalitas pelanggan. Dengan mengaplikasikan pendekatan kualitatif eksploratif, penelitian ini melibatkan 30 pramusaji yang diklasifikasikan ke dalam kelompok pemula dan senior pada sepuluh restoran di Bali. Pengumpulan data dieksekusi melalui wawancara mendalam, observasi nonpartisipan, serta penerapan protokol isolasi variabel pemasaran secara ketat. Hasil penelitian membuktikan bahwa pelatihan tersebut secara efektif merekonstruksi pemahaman prosedur tata hidang sebagai mitigasi disfungsi operasional. Metode simulasi peragaan peran terbukti mampu mengeliminasi kecanggungan kultural dengan mengintegrasikan bahasa baku operasional dan kehangatan lokal. Lebih lanjut, pemberian otonomi terbatas sukses mengakselerasi fase deeskalasi emosi pelanggan. Meskipun demikian, temuan mengungkap adanya disparitas adaptasi. Pramusaji pemula menunjukkan tingkat fleksibilitas adaptasi pembelajaran yang optimal, sedangkan pramusaji senior terhambat oleh refleks kebiasaan kerja yang mengakar dan ego hierarkis. Pada akhirnya, peningkatan kompetensi ini tervalidasi mampu secara murni mendorong lonjakan tingkat kunjungan ulang tamu. Kesimpulannya, pelatihan pelayanan prima bukan sekadar transfer teknis, melainkan faktor pendorong strategis yang esensial bagi keunggulan bersaing. Penelitian ini merekomendasikan transisi manajerial menuju pengarahan taktis harian dan pemosisian karyawan senior sebagai panutan guna mengoptimalkan retensi pelanggan di dalam ekosistem bisnis kuliner lokal.
Unduhan
Referensi
Abdelhamied, H. H. S. (2019). The Impact of Training Activities on Quality of Service, Customer Satisfaction and Behavioral Intention. Journal of Tourism and Hospitality Management, 7(1), 135-148. Retrieved from https://jthm.thebrpi.org/vol-7-no-1-june-2019-abstract-14-jthm
Abdi, A., Rohmah, I. Y., & Fajriansyah, A. (2025). Adaptation of Work-Life Balance Strategies in Remote Tourism Destinations: A Case Study of Same Resort Bira Beach. SIGn Journal of Social Science, 6(1), 156-170. https://doi.org/10.37276/sjss.v6i1.543
Ananda, I. W. A. T. M., Ekasani, K. A., & Sinaga, F. (2023). Kinerja Profesional Pelayanan Restoran di Hotel Plataran Ubud. Jurnal Ilmiah Pariwisata dan Bisnis, 2(5), 1153-1176. https://doi.org/10.22334/paris.v2i5.418
Bilqis, L. D. R., Amrullah, A., & Leonandri, D. G. (2025). Restaurant Service Quality: A Literature Study of SERVQUAL Dimensions. International Journal of Management and Economics Invention, 11(6), 4241-4248. https://doi.org/10.47191/ijmei/v11i6.03
Creswell, J. W. (2013). Qualitative Inquiry and Research Design: Choosing Among Five Approaches (Third Edition). Sage. https://books.google.co.id/books?id=Ykruxor10cYC
Depierraz, A. C. (2025, July 1). Hotel Employee Training Impacts Customer Experience and Happiness. EHL Insights. Retrieved February 28, 2026, from https://hospitalityinsights.ehl.edu/hotel-employee-training-impacts-customer-experience-and-happiness
Ferdiansah, R. (2024). Impact of Training and Development Programs Employee to Productivity in Industry Hospitality. Hospitality Management and Operations Journal, 1(1), 19-27. https://doi.org/10.59261/hmoj.v1i1.3
Hariyani, R., Sofiani, F., Prasetio, T., & Raharjo, D. H. (2025). Pelatihan Peningkatan Kualitas Pelayanan Bagi Karyawan Rumah Makan Salmontei & Station Coffee Jakarta Selatan. Jurnal Abdimas Ekonomi dan Bisnis, 5(1), 76-86. https://doi.org/10.31294/abdiekbis.v5i1.8222
Jusi, I. A., & Azwar, H. (2025). Efektivitas Pelatihan Karyawan dalam Meningkatkan Kinerja Karyawan di Savali Hotel Padang. Fillgap in Management and Tourism, 3(2), 479-489. Retrieved from https://fillgap.id/index.php/fillgap/article/view/187
Kirkpatrick, D. L., & Kirkpatrick, J. D. (2006). Evaluating Training Programs: The Four Levels (Third Edition). Berrett-Koehler Publishers. https://books.google.co.id/books?id=BJ4QCmvP5rcC
Lassoued, K., Mahgoob, F., & Guirat, R. B. (2022). Measuring the Outcomes of Training Programs in the Hotel Industry: The Egyptian Case. African Journal of Hospitality, Tourism and Leisure, 11(1), 71-85. https://doi.org/10.46222/ajhtl.19770720.212
Lubis, A. L., Supardi, S., & Fatimah, Z. (2024). Pelatihan Peningkatan Kualitas Layanan Pelanggan Restoran RM Sederhana Winsor Batam. Jurnal Keker Wisata: Kegiatan Pengabdian Kepada Masyarakat, 2(2), 197-210. https://doi.org/10.59193/jkw.v2i2.265
Luo, C. C., Wang, Y. C., & Tai, Y. F. (2019). Effective Training Methods for Fostering Exceptional Service Employees. Journal of Hospitality and Tourism Insights, 2(4), 469-488. https://doi.org/10.1108/jhti-01-2019-0013
Medra, S. A. (2024). Meningkatkan Kualitas Pelayanan Waiter/Waiters dengan Metode Pelatihan Off the Job Training di Pondok Ikan Bakar Suri [Bachelor Thesis, Universitas Muhammadiyah Sumatera Barat]. Perpustakaan UM-Sumbar. http://eprints.umsb.ac.id/3210
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (Third Edition). Sage. https://books.google.co.id/books?id=p0wXBAAAQBAJ
Nursad, E. S. P. (2022). Analisis Hasil Pelatihan Waiter/Waitress Terhadap Kualitas Pelayanan di Restoran Spice Market Novotel Lombok Resort & Villas [Bachelor Thesis, Sekolah Tinggi Pariwisata AMPTA Yogyakarta]. Repository AMPTA Yogyakarta. http://repository.ampta.ac.id/id/eprint/1485
Prichard, D. (2025, September 11). Restaurant Customer Service Training: Building Better Guest Experiences. Restaurant365. Retrieved February 28, 2026, from https://www.restaurant365.com/blog/restaurant-customer-service-training-building-better-guest-experiences
Pusdastra. (2024, October 21). Kesulitan dalam Mengimplementasikan Program Pelatihan dan Pengembangan SDM. Pusat Pengembangan Sumber Daya dan Prestasi, Universitas Medan Area. Retrieved February 28, 2026, from https://pusdastra.uma.ac.id/kesulitan-dalam-mengimplementasikan-program-pelatihan-dan-pengembangan-sdm
Ransun, D. M., Mangolo, M. C. S., & Lumare, M. A. (2025). Implementation of Waiter Service Standard Operating Procedures (SOP) in Improving Service Effectiveness at Boulevard Bistro Restaurant, Lion Hotel & Plaza Manado. International Journal of Tourism Business Research, 4(2), 11-22. https://doi.org/10.29303/intour.v4i2.2506
Saks, A. M., & Burke-Smalley, L. A. (2014). Is Transfer of Training Related to Firm Performance? International Journal of Training and Development, 18(2), 104-115. https://doi.org/10.1111/ijtd.12029
Sharma, V., & Bhat, D. A. R. (2020). An Empirical Study Exploring the Relationship among Human Capital Innovation, Service Innovation, Competitive Advantage and Employee Productivity in Hospitality Services. African Journal of Hospitality, Tourism and Leisure, 9(2), 1-14. https://www.ajhtl.com/2020-early-volume.html
Spradley, J. P. (2016). Participant Observation. Waveland Press. https://books.google.co.id/books?id=q7DlCwAAQBAJ
Suntari, E., & Ratnasih, P. (2025). Peningkatan Ketrampilan Pelayanan Pelanggan Sebagai Upaya Meningkatkan Kualitas Sumber Daya Manusia pada Restoran Amanah di Depok Jawa Barat. Amanah Mengabdi, 2(1), 43-47. https://doi.org/10.70451/pkm.v2i1.601
Suryana, A., Hasibuan, I. F., Febdarina, S., Ramadhani, D., & Maryantina, M. (2026). Penerapan SOP Waiter/Waitress terhadap Kualitas Pelayanan untuk Meningkatkan Kepuasan Tamu di Restaurant Peterseli Kitchen. Toba: Journal of Tourism, Hospitality, and Destination, 5(1), 63-77. https://doi.org/10.55123/toba.v5i1.7426
Syahrial, S., & Anjarsari, H. (2023). The Gastronomic Branding Strategies of Bugis-Makassar Traditional Treats in Starred Hotels. SIGn Journal of Social Science, 3(2), 137-152. https://doi.org/10.37276/sjss.v3i2.328
Syahrial, S., Mufti, M. I., Hakim, A., Wijaya, A., & Anjarsari, H. (2025). The Effectiveness of Public Policy in the Management of Sustainable Marine Culinary Tourism. SIGn Journal of Social Science, 6(1), 88-112. https://doi.org/10.37276/sjss.v6i1.528
Towoliu, B. I. (2025). Developing an Integrated Service Training Model for Local Restaurant Waiters: Evidence from Manado, Indonesia. Jurnal Pendidikan Vokasi, 15(1). Retrieved from https://journal.uny.ac.id/index.php/jpv/article/view/84277
Vardan, V. (2024). Impact of Employee Training Programs on Service Performance in Restaurants. Journal of Hospitality and Tourism, 4(3), 10-20. https://doi.org/10.47672/jht.2381
Wahid, M. I., & Hardjono, R. K. (2021). Analysis of Knowledge Acquisition in Culinary Business (Case Study of Macaroni Panggang Bogor City). Jurnal Bisnis dan Manajemen, 8(1), 107-120. https://doi.org/10.26905/jbm.v8i1.5511
Walker, J. R. (1996). Introduction to Hospitality. Prentice Hall. https://books.google.co.id/books?id=k89XAAAAYAAJ
Waqanimaravu, M., & Arasanmi, C. N. (2020). Employee Training and Service Quality in the Hospitality Industry. Journal of Foodservice Business Research, 23(3), 216-227. https://doi.org/10.1080/15378020.2020.1724850
Xenia. (2025, December 4). Restaurant Customer Service Training: Complete Guide. Xenia Platform Inc. Retrieved February 28, 2026, from https://xenia.team/articles/restaurant-customer-service-training
Yanti, M. D., & Isyanto, P. (2025). Peran Strategis Pelatihan dan Pengembangan Karyawan dalam Meningkatkan Produktivitas Kerja: Studi Kasus Showroom MD Motor Karawang. Musytari: Jurnal Manajemen, Akuntansi, dan Ekonomi, 21(8), 161-170. Retrieved from https://cibangsa.com/index.php/musytari/article/view/4308
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Simon and Schuster. https://books.google.co.id/books?id=RWPMYP7-sN8C
.jpg)
