JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 42 EFFECTIVENESS OF IMPLEMENTATION OF STANDARD OPERATING PROCEDURE PERFORMANCE ON F & B SERVICE STAFF IN KASAVA RESTAURANT ROYAL SAMAJA VILLAS I Kadek Putra Sugi Artha1, I Wayan Basi Arjana2, Ida Ayu Elistyawati3 Tourism Department, Politeknik Negeri Bali email: 1putrasugiartha@gmail.com, 2wayanbasiarjana@pnb.ac.id, 3ayuelistyawati@pnb.ac.id ABSTRACT This study focuses on the implementation of standard operating procedures by looking at the operational circumstances that take place within the specified period. The purpose of this study is to determine the effectiveness of the application Standard Operating Procedures on F & B Service Staff at Kasava Restaurant Royal Samaja Villas. This study uses descriptive qualitative method by comparing the percentage value to determine the difference of each indicator so that can be done data presentation to draw conclusion. Data collection method in this research is interview, observation, documentation study, literature study. The results of this study indicate that: (1) The decline in service quality of F & B Service Staff due to employee turnover resulting in standard operating procedures not running effectively, (2) The implementation of Standard Operational Procedures by Royal Samaja Villas management and provide a positive change from the F & B Services Staff, so that the quality of service is improved and the operational implementation which refers to the standard operating procedure is effective again. Keywords: service quality, food and beverage service, standard operating procedure. INTRODUCTION Royal Samaja Villas is one of the villas located in Seminyak and is located at Jalan Kayu Cendana No 7A. Royal Samaja Villas was built on 2010 as type of boutique resort which highlights the standard of International service quality by offering simplicity and attention that refers to the nobility of Balinese culture, tourists will find the identity of Balinese culture through its experience by staying at the Royal Samaja Villas, a villa that always gives hospitality, familiarity, kinship as the soul of service concept. Royal Samaja Villas has a restaurant that has a casual dining concept that will meet the needs of food and beverage travelers during a stay called Kasava Restaurant. In its operations, Kasava Restaurant is guided by standard operating procedures so that employees can always provide the best service to tourists. But over mailto:putrasugiartha@gmail.com mailto:wayanbasiarjana@pnb.ac.id mailto:ayuelistyawati@pnb.ac.id JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 43 time, there has been a change of employee food and beverage service that led to ineffectiveness of standard operating procedures that have been applied previously. Considering these conditions, management of Royal Samaja Villas continue to conduct supervision and guidance so that the operational standards of existing procedures can be applied optimally. Seeing the operational conditions that took place in Kasava Restaurant during the year 2017 which experienced a decline in terms of service quality that does not refer to standard operating procedures, the management of Royal Samaja Villas and Restaurant Manager Kasava Restaurant made various efforts to restore the situation by conducting direct supervision and training program step by step service so that service quality of employee of food and beverage service can be improved and still refers to standard operational procedure exist. The following is the percentage value of service quality of employee food and beverage service which is measured using questionnaire and based on standard operating procedure in Kasava Restaurant period of July 2017– December 2017. The value is obtained from the direct assessment by Restaurant Manager to the employee of Food and Beverage Service totaling 10 people. Table 1 Percentage Quality of Employees Food and Beverage Service Measured Using Questionnaire and bases with Standard Operating Procedures in Kasava Restaurant Period of July 2017- December 2017. Food and Beverage Service Staff quality services Indicator Percentage Detail General knowledge 64% Good Taking the order 66% Good Completing the order 68% Good Table set up 66% Good Carrying food and beverage 64% Good Placing plate on the table 64% Good Monitoring tables to anticipate guests' needs 58% Sufficient Settling the guest check 60% Sufficient Room service order 62% Good JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 44 Entering Guest Rooms to Deliver Room Service 66% Good Leaving the room after delivery 72% Good Customer complaints 58% Sufficient (Source: Royal Samaja Villas, 2017). Standard Operating Procedures (SOP) are documents relating to procedures performed chronologically to accomplish a job aimed at obtaining the most effective work of the workers at the lowest possible cost. SOP usually consist of benefits, when created or revised, and method of writing procedures (Lakshmi, 2008: 52). According to Moekijat (2008), Standard Operating Procedure (SOP) is a sequence of steps (or execution-work), where the work is done, relates to what is done, how to do it, when doing so, where to do it, and who do it. The purpose of Standard Operating Procedures (SOP) is as follows (Indah Puji, 2014: 30): a. To maintain consistency of performance level or performance of certain condition and where officer and environment in executing certain task or job. b. Reference in the implementation of certain activities for fellow workers, and supervisors. c. To avoid failures or errors (thereby avoiding and reducing conflicts), doubt, duplication and waste in the process of execution of activities. d. Parameter to assess the quality of service. e. To better ensure the efficient and effective use of power and resources. f. To explain the task flow, authority and responsibility of the relevant officer. RESEARCH METHODS This research was conducted in the period of January 2018 to June 2018 at Kasava Restaurant Royal Samaja Villas. The data used are questionnaires with reference to Standard Operating Procedures for the period of January 2018 to June 2018 and value data taken from July 2017 to December 2017. Data obtained through questionnaires in this study were analyzed by using descriptive qualitative analysis. This analytical technique is conducted to describe and describe the information gathered during the research. The questionnaire data in this JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 45 research is the main source which become the material of data analysis to answer the formulation of the proposed problem and make conclusion and suggestion on the research done. Data analysis begins by filling out a questionnaire by a resource person. After completing the questionnaire, the researcher creates the result table from the questionnaire by combining the value according to the indicator and comparing the percentage value to determine the difference of each indicator so that data presentation can be made to draw conclusion. RESULTS AND DISCUSSION By comparing the assessment of the application of standard operating procedures to employees of Food and Beverage Service Kasava Restaurant Royal Samaja Villas from July to December 2017 period from January to June 2018, so it can compare the percentage value to determine the difference of each indicator so that it can be done data presentation to draw conclusion, That the effectiveness of the implementation Standard Operating Procedure on Employees F & B Service in Kasava Restaurant. Table 2 Percentage of Quality of Employee Service Food and Beverage Service Measured Using Questionnaire and bases with Standard Operating Procedures in Kasava Restaurant Period of January 2018-June 2018 Food and Beverage Service Staff Quality Services Indicator Percentage Detail General knowledge 78% Good Taking the order 90% Very Good Completing the order 76% Good Table set up 84% Very Good Carrying Food and Beverage 76% Good Placing Plate on The Table 84% Very Good Monitoring Tables to Anticipate Guests' Needs 88% Very Good Settling the guest check 92% Good Good JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 46 Room service order 76% Good Entering Guest Rooms to Deliver Room Service 80% Good Leaving the room after delivery 80% Good Customer complaints 74% Good (Sources: Royal Samaja Villas, 2018). JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 47 Table 3 Comparison of Percentage of Quality of Employee Service of Food and Beverage Service as measured by Questionnaire and based on Standard Operational Procedure in Kasava Restaurant Period of July 2017 - December 2017 with January 2018-June 2018. Food and Beverage Service Staff quality services Indicator Percentage July-December 2017 Percentage January-June 2018 Detail Effective / Ineffective General knowledge 64% 78% Effective Taking the order 66% 90% Effective Completing the order 68% 76% Effective Table set up 66% 84% Effective Carrying Food and Beverage 64% 76% Effective Placing Plate on The Table 64% 84% Effective Monitoring Tables to Anticipate Guests' Needs 58% 88% Effective Settling the guest check 60% 92% Effective Room service order 62% 76% Effective Entering guest rooms to deliver room service 66% 80% Effective Leaving the room after delivery 72% 80% Effective Customer complaints 58% 74% Effective Average 64% 81.5% Effective (Source: Royal Samaja Villas, 2018). The exposure in Table 3 shows that most employees experienced a positive change for each indicator or statement in the standard operating procedure variable, obtaining an average value of 81.5% which increased from the previous level of only 64%. The Food and Beverage Service employee at Kasava Restaurant has applied well to the point of statement in Standard Operating Procedure variable by Royal Samaja Villas management, so that it can be said that the application of Standard Operating Procedure to F & B Service employee at Kasava Restaurant Royal Samaja Villas has been effectively implemented. CONCLUSIONS AND SUGGESTIONS Based on the Effectiveness Analysis of Standard Operating Procedure on F & B Service at Kasava Restaurant Royal Samaja Villas, the following conclusions are obtained: Implementation of Standard Operating Procedures The F & B Service at Kasava Restaurant Royal Samaja Villas has been effectively implemented, this can be seen from the change or the percentage difference from the questionnaire that has been rated by Restaurant Manager to F & B Service employees who get a 64% percentage in the period of July - December 2017 and after applying Standard Operating Procedures in the period of January - June 2018, the percentage of questionnaire value to F & B Service employees increased to 81.5%. This will have a positive impact on Kasava Restaurant because with the implementation of Standard Operating Procedures, the quality of service of F & B Service employees will always be guaranteed and in accordance with what is expected by management. Based on the analysis that has been implemented, it can be given suggestions as follows: the management should pay more attention to employees in order to avoid misunderstandings between employees and management that will ultimately make employees uncomfortable in work and prefer to resign from the company. The management should always provide training on Standard Operating Procedures to employees for the quality of service employees do not decreased. BIBLIOGRAPHY Hary Nugraha, Ugik. 2017. “Implementasi Standar Operasional Prosedur Dan Komitmen Kerja Terhadap Kinerja Karyawan Front Office Di Le Meridien Bali JASTH – Journal of Applied Sciences in Travel and Hospitality Vol. 1, No. 1, March 2018 49 Jimbaran Hotel”. Skripsi, Program Studi Manajemen Bisnis Pariwisata Jurusan Pariwisata Politeknik Negeri Bali. Pengertian, Tujuan, dan Manfaat SOP, available from: http://www.kajianpustaka.com/2016/10/pengertian-tujuan-fungsi-dan- manfaat-sop.html. 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