The Role of Raw Material Quality in Reducing Guest Complaints in Hotel Culinary Operations

¹ Hospitality, Universitas Bina Sarana Informatika, Indonesia
² Culinary Art, Politeknik Nest Sukoharjo, Indonesia
³ Hospitality, Politeknik Negeri Banyuwangi, Indonesia

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Abstract

The quality of raw ingredients used in hotel kitchens plays a vital role in shaping guest satisfaction and overall dining experiences. However, challenges such as ingredient perishability, inconsistent flavor profiles, supply disruptions, and varying staff competencies often contribute to dissatisfaction, ultimately affecting hotel reputation. This study explores how the consistent application of high raw material standards can mitigate guest complaints by examining regulatory compliance, causes of quality degradation, and employeeled quality assurance practices. Using a qualitative narrative design, data were collected from 17 purposively selected kitchen employees through online questionnaires and direct observations. The information was analyzed through initial data inspection, reduction, and thematic categorization processes. The findings highlight a predominantly young, diploma-qualified workforce that upholds HACCP and ISO 22000 standards despite supply chain inconsistencies. Guest dissatisfaction commonly stems from unmet expectations, often amplified by digital review platforms. This study underscores the importance of advanced training and sustainable operational practices in enhancing service reliability and guest satisfaction. The results contribute to hospitality literature by providing actionable insights into quality management and operational resilience.