The Role of Supervisors in Efforts to Improve Service Quality at Izakaya By OKU Restaurant The Apurva Kempinski Bali

Liliani, Ni Made Dewita and Suarta, I Ketut and Anggraheni, Raden Roro Rieta (2023) The Role of Supervisors in Efforts to Improve Service Quality at Izakaya By OKU Restaurant The Apurva Kempinski Bali. Diploma thesis, Politeknik Negeri Bali.

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Abstract

Bali tourism experienced challenges when the Covid-19 pandemic hit from 2019 to 2021. It can be seen from the decrease in the number of tourists visiting Bali and began to experience an increase again in 2022.With this very rapid development, each hotel and restaurant is competing to provide the best for its customers, starting by providing attractive prices, strategic locations close to tourist destinations and providing maximum service. To face increasingly fierce competition, hotels and restaurants are trying to always improve the quality of service provided to customers.In maintaining service quality, it is the restaurant supervisor who has more to do with the waiter regarding maintaining service quality standards owned by the restaurant. Supervisors at Izakaya by OKU have responsibilities to their superiors or the next level of manager and to their subordinates, namely the employees they own. To maintain and improve the quality of service in restaurants, supervisors are expected to be able to evaluate the services provided by waiters, provide the necessary training and provide constructive motivation or encouragement. Thus the supervisor has a very large role in efforts to maintain standards and improve service quality at the Izakaya by OKU restaurant, so that customer satisfaction is achieved and the good image that has been owned can be maintained.

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