Main Article Content
Abstract
The purpose of this study is to find out and understand the service quality of waiters in increasing guest satisfaction at City Walk Restaurant Wing Hotel Kualanamu. Service quality is described as a statement about attitudes, the relationship that results from a comparison between expectations and performance. Guest satisfaction will be fulfilled if the process of delivering services to guests is in accordance with what the guests perceive. It is a common opinion that if guests are satiesfied with a product or service, they are more likely to continue to buy and use it and tell others about their pleasant experience with the product and service. This research was conducted at the Wing Hotel Kualanamu which is located at street Arteri Kualanamu No. 9 (Kualanamu Hub Complex). This study uses qualitative methods with data collection techniques ofobservation, structured interviews and questionnaries. The results of research on the quality of waiter service in increasing guest satisfaction at City Walk Restaurant Wing Hotel Kualanamu concluded that the service quality of waiters went well. Others and create interesting and varied menus for guests so that guests don’t get bored and will come back to stay.