PENGARUH BEBAN KERJA KARYAWAN MAIN KITCHEN TERHADAP KINERJA PELAYANAN INTERNAL MENURUT PERSEPSI MANDIRI KARYAWAN DI NOVOTEL

Abstract

This research investigates how workload influences employees' perception of their internal service performance at Novotel Manado Golf Resort & Convention Center. Twenty main kitchen staff members were selected through a total sampling approach and surveyed; data were gathered via questionnaires, observations, and records, and then analyzed using descriptive statistics, validity and reliability tests, simple linear regression, t-tests, and the coefficient of determination (R²) in IBM SPSS. Findings reveal that workload has a significant negative impact on self-assessed internal service performance. The regression model, Y = 83.079 – 0.543X, indicates that each unit increase in workload corresponds to a 0.543-point drop in perceived performance. A t-test yields a value of –4.607 (p < .05), confirming the hypothesis. The R² value of 0.541 shows that workload accounts for 54.1 % of the variance in performance perception, with the remaining 45.9 % attributable to unexamined factors. Overall, higher workloads correlate with lower self-perceived internal service performance among the main kitchen employees. Therefore, hotel management is encouraged to manage workloads more effectively by adjusting staffing levels, improving work schedules, and distributing tasks more evenly. Effective workload management is expected to help employees perform their duties more optimally and maintain good internal service performance.