Improving the quality of F&B service personnel to achieve better operational service in Moy FA Restaurant - Digital Collection of Petra Christian University

This dissertation is written as the final part of the training ship. In order to
examine; improving the quality of F&B service personnel to achieve better
operational service in Moy Fa Restaurant.
Qualitative research has been conducted. This qualitative research is divided into
five parts. The first part of the literature review concerns the concept of human
resource and human resource management. These review show that human
resource in hospitality industry have big influence this also give information about
relationship between human resource in hospitality industry and operational in
F&B service. This information from the literature is needed as the basic for the
continuation of the dissertation.
The second part, understanding about F&B service and operational in F&B
service and the aspect supporting it. It shows that, the result from a good service
quality is better guest satisfaction. Many aspects have to be followed to have an
improvement of operational in F&B service. This part also viewing about the
benefits that the restaurant can receive from the improvement of operational in
F&B service.
The third part is presenting about Moy Fa restaurant in general and historical, the
personnel in Moy Fa, how the owner manages the personnel and also the
personnel dilemmas.
The fourth and fifth parts of the research concern case study, recommendation,
summary, and suggestion. The case study is based on the literature reviews,
observation, questioners and information from our colleague. This case study
gives an impression about the improvement of operational in F&B service in Moy
Fa restaurant.
There are some aspects needed to improve in operational in F&B service, some
recommendations for Moy Fa restaurant would be:
- Training for the personnel.
- Personal feedback for the personnel.

Author
• (33497060) ROSEMARY DEWI KUSUMA
• (33497065) NICO VICTORIA INDRA

Category
s1 - Skripsi/Undergraduate Thesis (Program Manajemen Perhotelan)

Rights
Skripsi No. 019/EP-IHM/2002; Nico VictoriaI Indra (33497065), Rosemary Dewi Kusuma (33497060)
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