ANALISIS KEBUTUHAN UNTUK MENINGKATKAN KINERJA WAITRESS DI PT. AL JAZEERAH JAKARTA

Penelitian ini bertujuan untuk mendeskripsikan proses analisis kebutuhan dengan mengidentifikasi kesenjangan, menganalisis penyebab permasalahan kinerja waitress, merekomendasikan solusi untuk meningkatkan kinerja waitress di PT. Al Jazeerah Restaurant Jakarta sebagai pemecah permasalahan. Model yang digunakan pada penelitian ini adalah model Phase Needs Assessment dari Witkins. Instrumen penelitian yang digunakan penyebaran kuisioner ke leader dan waitress, wawancara ke HRD dan waitress serta dokumen pendukung berupa KPI, SOP dan guest comment. Hasil data dari wawancara dianalisis secara kualitatif dengan menarik kesimpulan. Hasil data dari penyebaran kuisioner dianalisis secara kuantitatif dan di deskripsikan. Hasil penelitian menunjukkan bahwa terdapat ketidaksesuaian kinerja di beberapa indikator dari 11 aspek tugas dan fungs pekerjaan waitress. Kemudian peneliti mencari penyebab kesenjangan kinerja waitress, dari keduanya ditarik kesimpulan untuk memunculkan kebutuhan. Selanjutnya dari pengolahan data tersebut, peneliti merekomendasikan solusi terkait peningkatan kinerja waitress secara instruksional maupun non instruksional di dalamnya. This study aims to describe the needs analysis process by identifying, analyzing the causes of waiter performance problems, recommending solutions to improve waiter performance at PT. Al Jazeerah Restaurant Jakarta as problem solvers. The model used in this research is the Phase Needs Assessment model from Witkins. The research instrument used was distributing questionnaires to leaders and waiters, interviews with HRD and waiters as well as supporting documents in the form of KPIs, SOPs, and guest comments. The results of the data from the interviews were analyzed qualitatively with interesting conclusions. The results of the data from the distribution of the questionnaire were analyzed quantitatively and described. The results showed that there were performance discrepancies in several indicators of 11 aspects of the duties and functions of a waiter's job. Then the researcher found the causes of the waiter's performance, from them drawn conclusions to bring up the need. Furthermore, from processing the data, the researcher recommends improvements related to the performance of the waiters, both instructional and non-instructional in it