The influence of employee service quality on guest satisfaction at Banyubiru Restaurant, The Laguna A Luxury Collection Resort & Spa Hotel Nusa Dua Bali

Service quality is defined by a level of guest satisfaction, however this level of guest satisfaction can be obtained from a comparison of the type of service actually received by guests with the type of service expected and the manner in which employees provide satisfactory service to guests is crucial in establishing service excellence. The Laguna Resort & Spa has a restaurant with a very luxurious interior, namely Banyubiru Restaurant. The restaurant is very concerned about the quality of service of their employees as one of the starred restaurants. In achieving guest satisfaction, Banyubiru Restaurant also has a standard operating procedure that has been established but they still have negative comment from the guests. The results of this study that related to the variables of Employee Service Quality and Guest Satisfaction that conducted at The Laguna Resort & Spa are mostly very satisfied with the staff who are accurate in serving the guest requests and needs according to what guests want. While the assessment of the completeness restaurant facilities is still in the good category but gets the lowest average compared to other statements so this point there needs to be improved. It can be concluded in this study that variable Employee Service Quality (X) has a positive and significant impact on Guest Satisfaction with tcount> ttable value, 14.314 > 1.989.