PENGARUH KOMUNIKASI FOOD & BEVERAGE SERVICE DAN KITCHEN TERHADAP KUALITAS PELAYANAN DI SINTESA PENINSULA HOTEL MANADO

Abstract

Abstract: The Impact of Communication in Food & Beverage Service and Kitchen toward the Service Quality at Sintesa Peninsula Hotel Manado. The hospitality industry provides services in 24 hours. It offers accommodation facility service, food and beverage, and many more which is managed commercially. Each hotel is varied in providing theirfacilities. Food & Beverage Department of Sintesa Peninsula Hotel Manado realized that effective communication is urgently required to build a good team work or collegiality, also to keep a dynamic and ensure a convenient working environment. Consequently, errors in providing and serving guest’s demands and needs can be reduced. This research aims to take measurements of the Impact of Communication in Food & Beverage Service and Kitchen and itsinfluencestoward the Service Quality at Sintesa Peninsula Hotel Manado. Thisresearch uses survey methodology as a technique to collect the data. There are 50 questionnaires specified and library research as its supporting method. Independent Variable of this research is Communication in Food & Beverage Service and Kitchen, using diagonal communication Food & Beverage Service section with Food & Beverage Product Section as the indicator of effective communication, as the sources and the recipients of messages, media, and effects. Dependent Variable of this research is Service Quality with its rating indicator as follows, Tangible, Reliability, Responsiveness, Assurance, and Empathy. This research uses quantitative data analysis with Spearman’s rank correlation coefficient and correlation determination, Microsoft Excel 2010 is used in processing the data collection. Based on the data analysisresult with Spearman’s rank correlation coefficient, = 0.9885 value shows the correlation between communication in Food & Beverage Service and Kitchen Variable (independent variable) and Service Quality variable (dependent variable) that is strongly related to the positive direction. Coefficient of determination = 97% explains that the most influential factor to the Service Quality 97% is communication in Food & Beverage Service with Kitchen, and the rest 3% comes from another external factor out of this research.