Obstacles Faced by Waiter / Waitress in Jimbaran Intercontinental Hotel Bali

Obstacles Faced by Waiter / Waitress in Providing Services To Guests at Jimbaran Garden Restaurant Intercontinental Resort Bali
To achieve good service quality, a lot of constraints faced by the waiter / waitress in providing service to guests at Jimbaran Garden Restaurant. These constraints are varied both in terms of service, operations or from employees themselves.
1. In terms of service
Waiter and waitress are always working to provide best services to guests. Moreover, visitors who come mostly long stay guest. Of course every day interacting and most of us already know the habits of the guest. Jimbaran Garden Restaurant is a restaurant open from 11:00 pm - 23.00 pm. Therefore Jimbaran Garden Restaurant is always crowded. At the time busy in providing service waiter / waitress sometimes seem random example in serving the guests there is a sequence for the presentation of food, but because of busy service (service) into a sequence not like playing a new first course appetizer. This situation will be assessed for those who already know enough about the ethics banquet.
Besides, if Jimbaran Garden in Crowded conditions (crowded) services provided to be not optimal. All the waiter / waitress busy with their respective activities. There have been a lunch without a reserved event of a company. At the same time there are long stay guests, being too busy with guests from the company's long stay guests into oblivion. Waiter / waitress thought long stay guests will realize the situation. They certainly will not complain and accept the services provided and consider it no problem but could have long stay guests are grumbling and dissatisfied.
To cope with the condition of Jimbaran Garden Restaurant in Crowded conditions (crowded) necessary coordination and cooperation of all employees. Food and Beverage Manager, Assistant Food and Beverage Manager or supervisor should set the minimum job description (duties and responsibilities) of every waiter / waitress. Supervisors oversee the job description carefully so that in serving the guests everything can be solved perfectly.

2. The View of Operations
In the operational constraints faced by working among other things, miss communication (misunderstanding) between the waiter / waitress with kitchen department. Errors can occur from the waiter / waitress that is less rigorous in writing orders or captain of misreading kitchen so they cook food that does not comply with the order. These errors occur because the restaurant is Crowded (busy).
To overcome these operational constraints necessary awareness and accuracy of all the staff (employees), both employees of the Food and Beverage Service or the kitchen department. For Food and Beverage staff must write a captain orders carefully. Writing must be clear so easily read by kitchen staff. Orders guest will be in accordance with the orders written in the captain thus reducing complaints (complaints) from the guest.

3. The View of Employees
Constraints in terms of employees in this regard is the attitude (Attitude). There are times when guests enjoy the food order waiter / waitress was his duty to serve has been completed so that their own chat, when guests need something then he had to call repeatedly. Guests will assess the waiter / waitress has attitude (attitude) is less professional in providing services.
To overcome the constraints in terms of employees' supervisors must be more assertive at least remind the waiter / waitress who has a bad attitude. When you lend a hand. This was done because a quality service begins with attitude waiter / waitress.
Waiter and waitress at Jimbaran Garden Restaurant Intercontinental Resort Bali is also trained to respond in accordance with the needs, wants and desires of guests. They are trained to handle such complaints properly. As much as possible complaint is handled solely by waiter / waitress is. However, if the complaint was he could not finish supervisorlah who will handle the complaint cases. By train waiter / waitress to handle their complaint cases will be familiar in dealing with problems.
Besides the things mentioned above, there are a few tips on dealing with complaints submitted by guests as follows:

a. Listen actively.
b. Be calm.
c. Sudutkan guest physically.
d. Give full attention / concentration.
e. Use a sympathetic expression.
f. After understanding the problem, determine the action and explain to the customer.
g. Thank you for the feedback given.
h. Act quickly and not delay. The delay will create increasingly dissatisfied customer.
i. Make sure your action plan is completely done.
j. Record the complaint in the Log Book.
From the analysis, the authors based on research at Jimbaran Garden Restaurant, this restaurant is the food and beverage outlets service department is open from 11:00 until 23:00 pm for serving guests lunch (lunch) and dinner (dinner). For lunch waiter / waitress uniform and semi-formal and formal uniforms for dinner.
Smooth operations supported by the ability of Jimbaran Garden Restaurant waiter / waitress in performing their duties. In theory, the task waiter / waitress is waiting for guests to serve and make guests feel at home in enjoying food and drinks. Waiter / waitress in charge of operations at Jimbaran Garden as well as a food checker, a food runner or even sometimes as a cashier and greeter. Performance waiter / waitress at Jimbaran Garden Restaurant has been well said, but need improvement in the control of SOP. According Ryhmberthus Amakora SOP is a basic implementation procedure used to maintain the quality and outcomes of work. So, if the working operational quality is not guided by the SOP is not necessarily justifiable. Because the product is sold not only food but also service (ministry).

C. The Performance Feedback Guest Waiter / waitress in Providing Services To Guests at Jimbaran Garden Restaurant Intercontinental Resort Bali
A waiter / waitress has to understand the SOP (Standard Operating Procedure) in serving the guests, so they can create their own satisfaction for the guests who come. And that services can be provided in an optimal and does not cause errors in the service process. Satisfaction will be created if the guest wants and needs are fulfilled beyond what is expected from the guest. In this case, food and beverage services will grow well if the product is presented or produced capable of providing satisfaction beyond what is expected by the guest. Not only that, but also a good service, facilities, and comfortable place will also provide satisfaction to the guests.
Every guest who came to the restaurant must have a distinct impression to the waiter or commonly called the waiter / waitress. In every hotel guest expects to have a good impression of the service waiter / waiterss. The service begins welcoming guests, making it their seat, providing food and drink to leave the restaurant. If guests feel satisfied as it gets good service will come back again another time to come to these restaurants.
To obtain objective data and information, can be done by asking guests to fill out the guest comments cards provided from the hotel. Given these guest comments guest comments will be known about the quality of service waiter / waitress and the satisfaction felt by the guests at Jimbaran Garden Restaurant. Guest comments cards are created as a benchmark in providing services to guests. It is expected that guests will feel satisfied with what is given by the waiter / waitress, if the comments guests have shown a good thing it will be maintained and enhanced in order to become better. But if it still shows something lacking in the eyes of guests it will be repaired. However customer satisfaction is the goal to be achieved.

Performance Waiter / Waitess Based on Intercontinental Resort Bali

Performance Waiter / Waitess Based on the SOP at Jimbaran Garden Restaurant Intercontinental Resort Bali
Operations at Jimbaran Garden Restaurant is an activity that clearly are interconnected and linked between customer activities with the presentation and food processing. To support the operational success in the work needed waiter / waitress who professionally so as to produce a quality service. Food and Beverage Manager is responsible for identifying the tasks and responsibilities of waiter and waitress.
Jimbaran Garden Restaurant is an outlet Food and Beverage Department at the Intercontinental Resort Bali who provide services ranging from 11:00 pm - 23.00 pm. All staff are required to always provide quality service. Because these outlets can be regarded as giving the highest income in addition to the sale room. Various ways done to improve food and beverage service. The purpose of all services provided is to satisfy the guests for having a positive experience with meeting his expectations, so they will think to go back and tell his experience to others.
Efforts by waiter / waitress and the entire staff of the Food and Beverage Department Intercontinental Resort Bali to improve the quality of service in Jimbaran Garden Restaurant, among others, are:
1. Mastery of SOP (Standard Operating Procedure)
Waiter / waitress at Jimbaran Garden Restaurant SOPs are required to master the well and to apply them in providing services to guests. SOPs or the procedures specified services to improve productivity or safety in service and operational work. Sequence of service or the Standard Operating Procedure (SOP) at Jimbaran Garden Restaurant are:
a. Jimbaran Garden Restaurant Service Sequence (Lunch)
1) Meet and Greet the guest
Good afternoon sir / madam .. (With Panganjali gesture) ask for a table ...?
Do you have any reservation before ..?
If Yes .. (May I have your name please ... .. Follow me please / this way please)
If No. .. (May I have your name, please ... Do you prefer smoking or non smoking area? .... Follow me please
2) escorted / Seating the guests to the table required
3) laying Napkin and Asking the guest room number
Always with first ladies from the right side and the guest
4) Service Oshibory
Oshibory served by runners with the ladies first
5) Present the menu and beverage list
Menu / Bev list by presenting Hostess / Waiter
6) Server-Self Introduction
Good afternoon Mr / s John welcome to JG restaurant
I am Budi, its will from be my pleasure to be at your service / I will from be your waiter today
Can I Prepared you a glass of ice or a glass of lime Lemongrass squash to start your meal .. ?
7) Take Beverage / drink orders
Always repeat the order and inputs on infrasys
8) Bread Service
Bread served by runners, always Explain name of bread and dipping
9) Service Beverage / drink
All Beverages served from the right side of the guest and first ladies
Bottle's label facing to the guest
10) Take food orders
Have you decided Sir / Madam / May I take your order
Waiter start to up sell the OMC / Buffet Lunch, Soup of the day and Not Available items
Always repeat the order and inputs on infrasys
11) Adjust the cutleries required
Adjusting the required cutleries always from the right side of the guest and Do not cross!
12) Service 1st course / appetizer
All dishes served from the right side of the guest and first ladies
13) Clear up 1st course / appetizer
All plates clear up from the right side of the guest
14) Main Service Course
All dishes served from the right side of the guest and first ladies
15) Maintain the guest tables
Check every table, empty plates / glass .. top up drinks beverage and suggest another
16) Clear up the Main Course
All plates clear up from right side of the guest
17) Crumbing down the table
Crumbing down start from left side of the guest to the right side
18) Present Dessert menu
Do up selling by selection of dessert Explain That We have
19) Take dessert orders
Repeat the order and inputs on infrasys
Waiter will from clear up the tent card orders taken Pls Dessert
20) Adjust the cutleries required
21) Served offering the dessert and coffee / tea
22) Served the coffee / tea
23) Manager / Supervisor to check the guest satisfaction and a return invitation extents
24) Prepare the Bill
Check the bill in detail before printed
Prepare the bill the guest Pls do not Want anything else
Present the bill up on the guest requested
25) All staff and Manager of thanks and farewell the guest
b. Jimbaran Garden Restaurant Service Sequence (Dinner)
1) Meet and Greet the guest
Good evening sir / madam (with Panganjali gesture) ask for a table ...?
Do you have any reservation before ..?
If Yes .. (May I have your name please ... .. Follow me please / this way please)
If No. .. (May I have your name, please ... Do you prefer smoking or non smoking area? .. .. Follow me please)

2) Introduce Seafood display
Mr. / S John. this is our selection of seafood, all items are served fresh daily with different styles of cooking
3) escorted / Seating the guests to the table requested
4) laying Napkin and Asking the guest room number
Always with first ladies from the right side and the guest
5) Service Oshibory
Oshibory served by runners with the ladies first
6) Present the menu and beverage list
Menu / Bev list by presenting Hostess / Waiter
7) Server-Self Introduction
Good evening Mr / s John welcome to JG restaurant
I am Budi, its will from be my pleasure to be at your service / I will from be your waiter today
Can I get you a glass of dry martini or gin tonic to start your meal .. ?
8) Take Beverage / drink orders
Always repeat the order and inputs on infrasys
9) Bread Service
Bread served by runners, always Explain name of bread and dipping
10) Service Beverage / drink
All Beverages served from the right side of the guest and first ladies
Bottle's label facing to the guest
11) Take food orders
Have you decided sir / madam / May I take your order?
Waiter start to up sell recommendations and daily chef Inform Not available items
Always repeat the order and inputs on infrared system
12) Adjust the cutleries required
Adjusting the required cutleries always from the right side of the guest and Do not cross!
13) Service 1st course / appetizer
All dishes served from the right side of the guest and first ladies
14) Clear up 1st course / appetizer
All plates clear up from the right side of the guest

15) Main Service Course
All dishes served from the right side of the guest and first ladies
16) Maintain the guest tables
Check every table, empty plates / glass. Top-up beverage and suggest another drink
17) Clear up the Main Course
All plates clear up from right side of the guest
18) Crumbing down the table
Crumbing down start from left side of the guest to the right side
19) Present Dessert menu
Do up selling by selection of dessert Explain That We have
20) Take dessert orders
Repeat the order and inputs on infrasys
Waiter will from clear up the tent card orders taken after dessert
21) Adjust the cutleries required
22) Served offering the dessert and liqueur / coffee / tea
23) Served the liqueur / coffee / tea
24) Manager / Supervisor to check the guest satisfaction and a return invitation extents
25) Prepare Bill
Check the bill in detail before printed
Prepare the bill the guest Pls do not Want anything else
Present the bill up on the guest requested
26) All staff and Manager of thanks and farewell the guest
Most of the waiter / waitress has not mastered well SOP, for example in the present series no menu even more so when the restaurant is Crowded. Responsibility in the section area less attention and lack of coordination, in addition to guests arriving in a state of wet towels should be given, but in practice sometimes waiter forgot and the chair becomes wet. Cleanliness is less guarded, then apply "clean as you go". While in the operational time is not compact, so not in accordance with SOP.
To increase control of SOP, the Food and Beverage Manager provides training programs for all Food and Beverage Service Staff. The program is intended for employee training to improve skills and knowledge. The goal is to provide an assessment and find out how much ability waiter / waitress in control SOP (Standard Operating Procedure). Training is for all Food and Beverage Service Staff. Staff who lack control of the SOP is expected to be better able to master it so that it will assist in operational work. For staff who have been able to master SOP well have expected more quality SOP knowledge. This training program is held once a month in the first week. Supervisor will control the performance of each staff and provide evaluation results to the Food and Beverage Manager. The goal is to provide an assessment and find out how much ability waiter / waitress in control SOP (Standard Operating Procedure), so they can take action to further enhance the ability of waiter / waitress in providing services to guests. Waiter / waitress who has mastered the fine provided rewards SOP (award) as the best employee at the Food and Beverage Service.

2. Mastery of knowledge with a good menu
Menu knowledge is knowledge about the list of foods and beverages sold at Jimbaran Garden Restaurant. Menu knowledge must be mastered well, especially for the service. Waiter and waitress should be able to explain every detail of existing menu items list menu (list menu). The obligation of a waiter / waitress, especially when taking an order (written order guests) is to explain the menu items to guests for the guest know the food and drinks that they ordered.
In Jimbaran Garden Restaurant often occur either input or wrong in entering into the infra-order system, so the menu becomes not given in accordance with the order room. Cleanliness is less well preserved and many waiter / waitress who does not memorize the menu and control of the menu is less, so that when asked about the food on the menu list can not explain the menu of the day. This has influenced the level of guest satisfaction and guest will complain. So the waiter / waitress have to try to really be able to memorize the menu.
3. Remembering names and faces guest
Often some waiter / waitress at times as they passed by guests do not greet such as most did not name or say hello so that guests feel not being addressed. In addition, in order escort guests, never happened either because the conditions between the restaurant was crowded and there are certain items that have not been presented since forgotten.
Guests staying at the Intercontinental Resort Bali is mostly long stay guest. Therefore, the waiter and waitress to interact with guests at the hotel in a long time. Management has trained waiter and waitress to remember names and faces of the guests in a way:
a. Make sure people hear the name correctly and clearly.
b. Repeat the name as often as possible in conversation.
c. Write the name / identity of an unknown guest in a small note to make it easier to remember.
Remembering someone's name will make guests feel meaningful praise also makes a person feel important; human medengarkan like anything about them. There are three compliment that can be used sincerely:
a. Physical praise
We can provide physical compliment to the guests to familiarize the atmosphere. Guests will feel happy because we give attention (attention) is more to him. They will feel not just order food and enjoy it but also get the intimacy of the waiter / waitress that made them not saturated.
Physical praise such as the guest
b. Compliments that relate to family
Compliments that relate to the family for example we could say to guests who come for dinner (dinner) with his family. Both their children are very beautiful and funny. They are very smart because when we started talking they responded with a happy heart. Of course both parents would be thrilled. From there we can be more intimate, so they will feel happy because we not only provide food and drink but also the intimacy and fun atmosphere.

c. Compliments on the grounds
We can give praise to the guest, with such guests in this way is a long stay guest. On this day visitors were enjoying dinner. We can say his appearance is very different to when they first arrived. Today more fresh look fitter. This could be due to their routine activities in the fitness center. Every afternoon we see the guest work out in the fitness center.
Guests will feel happy because he was considered by officers as detailed as the hotel. Compliments will be familiarizing atmosphere.

4. Section area of ​​Jimbaran Garden Restaurant
Jimbaran area garden restaurant section is divided into five groups namely:
a. Section A covers an area of ​​main pool, pool bar and a floating bale.
b. Section B includes the salad counter and pizza counters.
c. Section C includes the terrace.
d. Section D includes bale stage where there is daily entertainment.
e. Section E includes the canopy.
Waiter / waitress every day must carry out the duties and responsibilities in the section where according to schedule on that day. The schedule varies, depending on the section where the waiter / waitress is determined by the leadership area. And each held a briefing at 5 pm to share about new things from the manager to all staff and trainees.
In the beginning writer to start activities at Jimbaran Garden Restaurant completing tasks and responsibilities as a runner bread, beverage runner, then beach team. Where the duties and responsibilities include:
1. Bread runner
a. Giving oshibori (wet towel) to the guest who had come to the restaurant.
b. Giving bread with butter and tomato sauce on the side.
In this case as bread runners have to be really careful if the guest has been given the bread or not, as often happens there are guests who were not given bread because of the situation so that the restaurant was busy waiter / waitress did not know whether the visitors were new visitors or guests who already have bread.

2. Beverage runner
a. Set up the tray before the operational time.
b. Fill peanut and cracker
c. Cleaning the coffee machine and set up (Cups & Saucer)
d. Clean and set up straw, Ashtray, coasters and cutleries.
e. Check not available (N / A).
f. Helping to set up lunch in restaurant.
Although pre-determined duties and responsibilities as a beverage runner but still there are things that have not been properly implemented, such as waiter / waitress is required to give the dessert menu even though it as additional revenue from the hotel. Sometimes cutleries incomplete so disappointing guests while enjoying his order. There are also events lost bill, due to oversight of living is less efficient because the restaurant was a lot of guests.
3. Jimbaran Garden Restaurant on Beach / Pool Area:
1) Beach team always prepare the standard tray and cover while waiting the food ready.
2) When the food ready, beach team indetail always re-check the condiments before delivery.
3) After 30 min food served, Beach team always check the guest satisfaction and clear up the dirty plates and glasses.
4) Beach team always monitor the area to make sure no dirty paltes / glasses.
5) Manager always check the area every 1 hour to Ensure the area is clear and to monitor beach service team.
6) Always make good Comunication EACH Ensure the other to keep the area clean and the leader as the final checker before closing time.
7) Always make sure all items are posted Correctly before printing and presenting the bill to the guests.
8) Present the bill Gently to the guest by saying: "Here is your bill Mr. / Mrs ... .. Would you mind to sign your bill please? "
9) If the guest wants to pay cash, please, say politely, "I am very sorry Mr. / Mrs ... ... We only accept room charges at beach and pool side"
10) Always Ensure the guest to sign the bill completely with name, room number and signature.
11) Always give the middle copy of the bill (green color) to the guest after signing the bill.
12) Always give another copy of the bill (2 pieces) straight away to the cashier to charge to the guest room.
4. Beach operation
At 09.00 pm: - Set up flag
- Set up an umbrella for the area in section C
- Direct operational time in the section which has been determined.
Often found there is a waiter who do not set up the flag and others so that operations become disrupted, this is because the waiter is too late to come without seeing the first section where he had served on that day.
At 10.00 pm: - Take the goods requested yesterday in
department store.
- Set up cutleries used for the pool area.
- Direct operational in the specified section.
- Make requests an order of goods needed for tomorrow.
Waiter / waitress who forgot requestation so many things that should there be late. Besides, waiter / waitress immediately operational without regard to section where he was incharge first.
11:00 pm: - Direct the operational time in the section that has been
determined.
- Clear up flag
- General check-up (for all areas and make sure it is clean, no glasses, dishes or food scraps, etc.).
At the time of clear ups sometimes have the glasses and the flag was left as waiter / waitress or less scrupulous in his duty to clear up.