Fulfilling Needs in Food and Bevarage Services At Restaurants At Ibis Makassar City Center Hotel

Abstract

This research aims: (1) to determine the fulfillment of guest needs (2) to determine guest satisfaction. This research method is qualitative with data collection techniques: (1) Interview (3) Literature study. The data analysis technique is qualitative data. The results of this research indicate that the handling of guest complaints in the restaurant kitchen at the ibis Makassar City Center hotel. Meeting guests' needs in a restaurant is very important to ensure guests feel satisfied and have a pleasant dining experience. This can be achieved by providing friendly, fast and efficient service, as well as maintaining the cleanliness and comfort of the restaurant environment. Apart from that, the quality of the food served must always be maintained, with a variety of menus that can meet the tastes of various types of guests. By paying attention to these details, restaurants can create a positive atmosphere and make guests feel valued.

Guest satisfaction is the main indicator of the success of a restaurant. Satisfied guests are more likely to return and recommend the restaurant to others, helping to improve the business's reputation and profitability. Therefore, listening to guest feedback and complaints, as well as making necessary improvements, is an important step in maintaining their satisfaction. Thus, meeting guest needs and guest satisfaction are two elements that are interrelated and very crucial in the sustainability and success of a restaurantKeywords: Handling, Guest Complaints, Types of Guest Complaints