Peran Supervisor dalam Meningkatkan Kualitas Pelayanan Prima di Cafe Warung by Tangga

Abstract

This study aims to describe and analyze the role of supervisors in improving excellent service at Warung by Tangga, a cafe that is developing amidst increasingly tight competition in the food and beverage industry. Excellent service is a crucial aspect that influences customer satisfaction and loyalty. In this case, supervisors have an important responsibility, not only in supervising daily operational activities, but also in ensuring that each barista provides the best service according to established standards. This study uses a qualitative method. Where data is collected through in-depth interviews with supervisors, baristas, and several regular customers, direct observation in the field, and supporting documentation. The main focus of this study is to determine the strategies, challenges, and how supervisors foster work teams in order to create a conducive work atmosphere and maximum service to customers. The results of this study are expected to contribute to the development of human resource management, especially in strengthening the leadership function of supervisors as agents of change in improving service quality. In addition, the findings of this study can also be used as material for evaluation and improvement of the work system at Warung by Tangga in order to create consistent and professional service.