Sani, Fitria Earlike Anwar and Atalina, Tutut Mega Mukti (2016) Pentingnya Peranan Skill Dan Menu Knowledge Waiter/Waiters Terhadap Kepuasan Pelanggan Di Food And Beverage Service Department (Studi Kasus di Casa Del Rio Melaka Malaysia). Jurnal Pariwisata Pesona, 1 (1). pp. 1-11. ISSN 1410-7252

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Abstract

The Background of this research from the topic is the lack of waiter/ waitress’s skills and menu knowledge when doing the food and beverage services. The purpose of this research
is to know the importance of waiter /waitress’s skills and menu knowledge toward guest satisfaction. Method of the research was descriptive qualitative which was collected data by using interview, observation, documentation, quitionare and study of literature. The result shows that guests’ satisfaction are decreased and proved by the respondents quitionare result which shows that the guests are not satified with the waiter/ waitress skills and menu knowledge.

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