Analysis of The Application of Sequence of Service to Smooth Operations at The Lagoon Resto Best Western The Lagoon Hotel Manado

Abstract

Sequence of Service is a series of structured service procedures, starting from the moment guests arrive at the restaurant until they leave, including identifying the challenges encountered and the solutions implemented during its application. This study aims to analyze the implementation of the Sequence of Service in supporting the smooth operation of Lagoon Resto, one of the food and beverage outlets at Best Western The Lagoon Hotel Manado. This research uses a qualitative approach with data collection methods including observation, interviews, and documentation. The analysis was conducted by evaluating the implementation of each stage of the Sequence of Service based on the Standard Operating Procedures (SOP) applied in the hotel. The results indicate that the implementation of the Sequence of Service at Lagoon Resto has generally been carried out well and according to standards. However, several challenges remain, such as the lack of training for staff and inconsistency in the check-back stage with guests. Nevertheless, the systematic service procedure has proven effective in supporting the restaurant's operational efficiency. This study recommends regular human resource training and consistent supervision of SOP implementation so that the application of the Sequence of Service can be optimized to further support operational efficiency at Lagoon Resto.