Purpose: This study aims to analyze the performance of casual workers in supporting operational quality in the Banquet Section of Novotel Manado Golf Resort & Convention Center. Previous studies have mainly focused on general employee performance and service quality, while research specifically examining casual workers in banquet operational quality remains limited.
Research Methodology: This study employed a qualitative descriptive approach. Data were collected through observation, interviews, and documentation involving five informants consisting of one Banquet Supervisor, one Banquet Captain, and three casual workers. Data were analyzed through data reduction, data display, and conclusion drawing.
Results: The findings show that casual workers contribute to operational quality through compliance with Standard Operating Procedures (SOPs), teamwork, discipline, responsibility, and service quality. Their performance is supported by pre-shift briefings, supervision, teamwork, and clear SOP implementation, while differences in experience, high workloads, and sudden Banquet Event Orders (BEO) changes remain challenges.
Conclusions: Casual workers play an important role in maintaining operational quality in banquet operations. Their performance can be improved through training, supervision, and continuous evaluation.
Limitations: This study was conducted in one hotel with five informants, limiting the generalizability of the findings.
Contributions: This study provides practical insights for hotel management in managing casual workers and contributes to hospitality management research by highlighting their role in supporting banquet operational quality.