ANALISIS PENGELOLAAN PELAYANAN BANQUET DALAM PENYELENGGARAAN EVENT DI JAVA HERITAGE HOTEL

Abstract

This study aims to analyze banquet service management in organizing events at Java Heritage Hotel. The research focuses on banquet service management, team coordination, operational obstacles, and efforts to improve service quality and guest satisfaction. This study used a qualitative method with a descriptive approach. Data collection techniques were conducted through in-depth interviews, observation, documentation, and data triangulation. The research informants consisted of the Banquet Manager, Banquet Supervisor, Banquet Staff, Sales Event Coordinator, and event guests selected using purposive sampling techniques. The data analysis technique used the interactive model of Miles and Huberman, including data reduction, data presentation, and conclusion drawing. The results showed that banquet service management at Java Heritage Hotel had been implemented quite well through event planning, work briefings, interdepartmental coordination, service implementation, and post-event evaluation. Team coordination became an important factor in supporting the smooth operation of banquet services. The obstacles found included sudden guest requests, limited human resources during large events, and technical equipment problems. To overcome these obstacles, the hotel conducted service excellence training, service evaluation, implementation of Standard Operating Procedures (SOP), and improved communication between departments. Overall, the banquet service at Java Heritage Hotel was considered capable of providing good service in supporting successful event organization and increasing guest satisfaction.