Strategi Departement Food And Beverage Service Dalam Menangani Keluhan Tamu Di Hotel Niagara Parapat

Abstract

The background of this study descry best hequality of hotel services, particularly in the Food and Beverage Service department, guest satisfaction, and the hotel ’sreputation, considering that Lake Toba is a major tourist destination in North Sumatra Province. The purpose of this study is tounder stand the variousty pesof guest complaints, exploremet hods for handling hese complaints, andidentify the challenges faced by the Food and Beverage Service department. The challenge sencountered in clude differences in guests’ personalities and emotional conditions, as well as high-season con ditions that mayaffect employees’ concentration. The research finding sregarding strategies for handling F&B service complaint sinclude listening to guests’ complaints, remain ingcalmand polite, apologizing, identify ingthecau sesof problems, cooperatin gwith relevant parties, and providing appro priate solutions.