Questioning the Readiness of Manado as a Tourism Destination: Poor Service of Waitresses in the Local Restaurants
In the last two decades, Manado local government has forwarded a Manado vision as a tourism destination.Â Due to this policy, many accommodations and restaurants are built here. Certainly, this is an opportunity for local people to work in the hospitality industry. Meanwhile, so far the tourism development industry is only physical, it was not supported by the human resource local tourism development, in this case, the waitresses who work in local restaurants. The research aims to examine the quality of service of waitresses who work in local restaurants. The research was conducted from October to December 2015, and locations of the area where data were taken are Mega Mas and Sabua Bulu Malalayang. These areas are the centers of local culinary industry. The research method used is descriptive qualitative supported by quantitative data.Â Field research includes a survey involving 116 respondents, observation and documentation, and the analysis by serv-qual method. Service quality measured based on visitorsâ€™ perceptions of the five dimensional aspects. They are the tangible aspect, responsiveness aspect, assurance aspect and empathy aspect. Result of this research shows that service quality of local waitresses are still low, where service performance appraisal is 3.11 while the guest expectations of service quality were 4.47. Guest rating on the performance expectations of service and quality of service shows a minus value. This indicates that the guest is not satisfactory with the performance of services provided by a waitress with an average value of -1.35 satisfactions which means that the value of service of local waitress is â‰¤ 0. Recommendation is that the local governments should encourage business manager of local restaurants training to improve service quality of waitress. The methods of training suggested are video presentation, vestibule, role plays and case studies.
Keywords: local restaurants, poor service, readiness of Manado, tourism destination, waitresses.Â
LicenseAuthors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).