Peran Bartender dalam Meningkatkan Kualitas Minuman di Copper Bonnet Bistro dan Bar Labuan Bajo

Abstract

This study examines the role of bartenders in enhancing cocktail quality at Copper Bonnet Bistro and Bar in Labuan Bajo, an important tourism hub in West Manggarai. The research applies a qualitative approach using in-depth interviews, participatory observation, and documentation analysis involving two bartenders, one manager, and ten regular customers. The findings show that bartenders play a strategic role in maintaining and improving cocktail quality through the selection of fresh ingredients, accurate measurement of recipes, and proper application of mixing techniques such as shaking, stirring, and muddling. Bartenders also contribute to quality control, cleanliness, hygiene standards, and aesthetic presentation, all of which support a satisfying customer experience. The study further reveals that challenges, particularly the availability of substandard ingredients, are managed through routine stock checking, ingredient evaluation, and continuous staff training. These practices are consistent with SERVQUAL dimensions, including tangibles, reliability, responsiveness, assurance, and empathy. The role of bartenders is therefore not limited to beverage preparation but also includes service interaction, product consistency, and customer trust building, especially in bars serving domestic and international visitors with diverse beverage preferences daily. Overall, bartenders contribute significantly to customer satisfaction, service quality improvement, and the competitiveness of local tourism hospitality in Labuan Bajo.