KUALITAS PELAYANAN BANQUET DALAM MENANGANI EVENT DI HOTEL THE RITZ CARLTON JAKARTA MEGA KUNINGAN

Abstract

This study aims to analyze the quality of banquet service in handling events at The Ritz- Carlton Jakarta Mega Kuningan, focusing on the aspects of accuracy and speed of service. Banquet service plays a strategic role in creating a satisfying guest experience, especially during large-scale events. This research employs a qualitative descriptive method with data collected through direct observation, in-depth interviews with banquet managers and staff, and supporting documentation such as the Banquet Event Order (BEO) and event photos. The findings indicate that the accuracy and speed of service have not been fully optimized due to the limited number of permanent staff and insufficient understanding of hotel service standards among temporary workers. Issues were identified in several service quality dimensions—namely reliability, responsiveness, assurance, and empathy—which have not yet been implemented effectively. Although physical facilities (tangibles) meet five-star hotel  standards, the technical execution in the field still requires improvement. Managerial efforts include regular training, technical briefings, post-event evaluations, and enhanced interdepartmental coordination. This study emphasizes the importance of strengthening operational systems and developing staff competencies to improve banquet service quality and achieve overall guest satisfaction.