Banquet Service Quality in Wedding Events at Emerald Garden Medan

Hotel weddings involve many parties, so the service quality of banquet staff and the smoothness of coordination with the wedding organizer strongly determine the success of an event. This study aimed to examine the service quality of banquet staff in wedding events organized together with a wedding organizer at Emerald Garden Hotel Medan, the form of coordination between them, and the obstacles encountered along with the efforts to solve them. A qualitative descriptive method with a case study approach was used. Data were collected through observation, semi structured interviews, and documentation involving nine informants, namely a banquet staff member, a banquet captain, a banquet supervisor, a wedding organizer representative, and five guests. The data were analyzed through data reduction, data display, and conclusion drawing, and their validity was tested using source, technique, and time triangulation. Service quality was examined through five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The results show that the service quality of banquet staff is good, especially in the tangibles and assurance dimensions, while reliability and responsiveness still need improvement at events with many guests. Coordination runs through technical meetings and a banquet event order document, but occasional miscommunication still occurs when changes from the bride and groom's family do not reach all staff. The main obstacles include short preparation time, sudden layout changes, and limited staff. The hotel is advised to add staff for large events and to strengthen follow up communication with the wedding organizer.