Strategy Handling Guest Complaints Towards Service at The Warhol Restaurant Idoop Hotel Mataram

Abstract

This study aims to analyze the procedures applied by waiters and waitresses in handling guest complaints and to identify the challenges they encounter in delivering effective service recovery at Warhol Restaurant, Idoop Hotel Lombok. Using a qualitative approach, Data were collected through semi-structured interviews, direct observations, and documentation, involving purposively selected informants such as hotel staff and guests. The analysis employed an interactive model consisting of data reduction, data display, and conclusion drawing, supported by triangulation to ensure credibility and reliability. The findings indicate that complaint handling at Warhol Restaurant follows a structured process, including attentive listening, empathetic responses, prompt corrective actions, and follow-up evaluations, which align with established service recovery principles and contribute to enhancing guest satisfaction and loyalty when effectively implemented. several challenges were identified, including communication barriers, limited decision-making authority, high workload, time pressure, and emotional stress, which often hinder optimal execution and reveal a gap between theoretical standards and practical application. Therefore, effective complaint handling requires not only systematic procedures but also strong organizational support through continuous training, employee empowerment, and adequate staffing to improve service quality, guest experience, and long-term hospitality performance.