Management Strategy to Improve Waiter Service Quality in Supporting Guest Satisfaction at Club Lounge Padma Resort Legian, Bali

Strategi Manajemen dalam Meningkatkan Kualitas Pelayanan Pramusaji untuk Menunjang Kepuasan Tamu di Club Lounge Padma Resort Legian, Bali

Abstract

The tourism sector plays a significant role in Bali's economic growth, particularly in the hospitality industry. Padma Resort Legian as a five-star hotel offers a Club Lounge as an exclusive facility for premium guests. This study aims to analyze management strategies implemented to maintain service quality, identify operational challenges, and describe the efforts undertaken to overcome those challenges in supporting guest satisfaction at Club Lounge Padma Resort Legian. This research employs a descriptive qualitative method with data collected through direct observation, in-depth interviews with the Club Lounge Supervisor, and documentation during operational activities from January to May 2025. The findings reveal that management strategies include the implementation of Standard Operational Procedures (SOP), personalized service, staff preference recognition and one-step-ahead service delivery, regular training programs, operational supervision, and daily briefings. Operational challenges encountered include delays in food and beverage service during peak hours, orders not matching guest preferences, and insufficient staff empathy toward guest needs. Management's efforts to overcome these challenges include improving staff coordination, reinforcing repeat-order practices, conducting post-operational briefings, and enhancing hospitality and empathy-focused training. This study concludes that service quality management at Club Lounge Padma Resort Legian has been well-structured, yet requires continuous improvement in service consistency and staff sensitivity to fully meet and exceed guest expectations.