Strategi Peningkatan Pelayanan F&B Berbasis Sustainable Service di Hotel Berbintang
DOI:
https://doi.org/10.31004/joecy.v5i2.1767Keywords:
Kata Kunci: pelayanan F&B, keberlanjutan, hotel berbintang, green service, strategi operasional.Abstract
Abstrak
Penelitian ini bertujuan untuk mengidentifikasi kondisi eksisting, tantangan, serta merumuskan strategi peningkatan pelayanan Food and Beverage (F&B) berbasis sustainable service di hotel berbintang. Penelitian menggunakan pendekatan deskriptif kualitatif dengan teknik pengumpulan data melalui wawancara mendalam, observasi partisipatif, dan studi dokumentasi, dilengkapi data kuantitatif sebagai pelengkap analisis. Hasil penelitian menunjukkan bahwa praktik keberlanjutan seperti pengurangan plastik sekali pakai, pemilahan limbah makanan, dan penggunaan bahan pangan lokal telah diterapkan, namun masih terbatas dan belum terintegrasi dalam sistem operasional secara menyeluruh. Tantangan yang dihadapi meliputi ketiadaan SOP keberlanjutan, minimnya pelatihan SDM, keterbatasan anggaran, dan kurangnya partisipasi tamu. Strategi peningkatan pelayanan yang diusulkan meliputi integrasi keberlanjutan dalam SOP, penguatan kapasitas SDM, pemanfaatan teknologi digital, kolaborasi dengan komunitas lokal, serta edukasi dan pelibatan tamu. Dengan penerapan strategi ini secara konsisten, hotel tidak hanya dapat meningkatkan efisiensi layanan, tetapi juga memperkuat daya saing melalui komitmen terhadap pariwisata berkelanjutan.
Kata Kunci: pelayanan F&B, keberlanjutan, hotel berbintang, green service, strategi operasional.
References
DAFTAR PUSTAKA
Ali, F., Kim, W. G., Li, J., & Cobanoglu, C. (2020). A comparative study of green practices among conventional and green hotels in Malaysia. Journal of Hospitality and Tourism Management, 42, 1–10. https://doi.org/10.1016/j.jhtm.2019.11.001
Berezan, O., Millar, M., & Raab, C. (2020). Sustainable hotel practices and guest satisfaction levels. International Journal of Hospitality & Tourism Administration, 21(4), 457–479. https://doi.org/10.1080/15256480.2018.1486657
Chuang, S. P., & Huang, S. J. (2018). The effect of environmental corporate social responsibility on environmental performance and business competitiveness: The mediation of green innovation. Journal of Business Ethics, 150(4), 991–1005. https://doi.org/10.1007/s10551-016-3167-x
Elshaer, I. A., Azazz, A. M. S., & Siam, M. R. (2023). Exploring barriers to green hospitality practices: Empirical evidence from Middle Eastern hotels. Sustainability, 15(1), 12–27. https://doi.org/10.3390/su15010012
Font, X., & Lynes, J. (2018). Corporate social responsibility in tourism and hospitality. Journal of Sustainable Tourism, 26(6), 839–857. https://doi.org/10.1080/09669582.2018.1488856
Gössling, S., Hall, C. M., & Scott, D. (2021). Pandemics, tourism and global change: A rapid assessment of COVID-19. Journal of Sustainable Tourism, 29(1), 1–20. https://doi.org/10.1080/09669582.2020.1758708
Haryanto, B. (2021). Green consumer behavior model for purchasing organic food in Indonesia. Journal of Consumer Sciences, 6(1), 1–13. https://doi.org/10.29244/jcs.6.1.1-13
Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: A perspective article. International Journal of Contemporary Hospitality Management, 32(8), 2563–2573. https://doi.org/10.1108/IJCHM-03-2020-0237
Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21–56. https://doi.org/10.1108/IJCHM-10-2015-0549
Kim, H. L., Rhou, Y., Uysal, M., & Kwon, N. (2017). An examination of the links between corporate social responsibility (CSR) and its internal consequences. International Journal of Hospitality Management, 61, 26–34. https://doi.org/10.1016/j.ijhm.2016.10.011
Le, Y., Hollenhorst, S., Harris, C., McLaughlin, W., & Shook, S. (2019). Environmental management systems and environmentally sustainable practices: An empirical study of US hotels. Journal of Hospitality and Tourism Research, 43(5), 746–767. https://doi.org/10.1177/1096348018810870
Mensah, I. (2021). Green marketing and sustainable development of the hotel industry in Ghana. International Journal of Contemporary Hospitality Management, 33(9), 3037–3057. https://doi.org/10.1108/IJCHM-01-2021-0042
Molina-Azorín, J. F., Tarí, J. J., Pereira-Moliner, J., López-Gamero, M. D., & Pertusa-Ortega, E. M. (2019). The effects of quality and environmental management on competitive advantage: A mixed methods study in the hotel industry. Tourism Management, 63, 275–289. https://doi.org/10.1016/j.tourman.2017.06.008
Robinot, E., & Giannelloni, J. L. (2018). Do hotels' “green” attributes contribute to customer satisfaction? Journal of Services Marketing, 24(2), 157–169. https://doi.org/10.1108/0887604101103111
Teng, C. C., & Chang, J. H. (2022). Enhancing sustainability in hospitality: The roles of green training, employee commitment, and customer loyalty. Journal of Hospitality and Tourism Management, 50, 16–25. https://doi.org/10.1016/j.jhtm.2021.12.008
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Ni Wayan Sintya Dewi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
