Memilih Hotel Operator ( Panduan Untuk Owner )

Beberapa hal penting yang akan menjadi panduan owner dalam menentukan Operating Management Hotelnya yaitu :

1. Group Management yang terpercaya dan dikenal akan lebih baik serta nilai jualnya lebih cepat.
2. Tekhnik Marketing Group tersebut sudah diakui secara umum.
3. Batasan Tanggung Jawab Management bisa anda tuangkan dalam perjanjian kerja sama..
4. Prosentase fee  biasanya meliputi base fee, management fee, marketing fee, jika anda dari awal pembangunan, ada biaya yang mungkin dapat anda pertimbangkan karena pentingnya hal ini mengingat nantinya management tersebut yang akan mengoperasionalkan Hotel anda yaitu assistensi atau pendampingan dalam hal pembangunan building agar tidak ada kesalahan desain atau kekurangan ruang ketika beroperasi nanti dengan nilai yang beragam.
5. anda sebaiknya mengerti dan memahami jenis laporan keuangan yang akan dilaporkan setiap bulannya agar tidak ada kesalah pahaman dalam pertemuan mengenai laporan keuangan ini nantinya.

Untuk Point Pertama, sebuah brand atau merk management juga dapat mempengaruhi occupancy dimana didalamnya terkandung kepercayaan atas kualitas pelayanan dari management tersebut.

Untuk Point kedua, dalam memasarkan hotel anda, biasanya pada management chain sudah memiliki kerja sama dengan berbagai media, perusahaan perjalanan, airlane, surat kabar, sehingga mereka akan memasukan Hotel anda dalam jaringan pemasaran mereka dan tentu saja hal ini akan berdampak pada penuhnya occupancy hotel anda.

Untuk Point ketiga, untuk batasan ini lebih kepada personal anda dimana ada beberapa hal anda harus turun tangan menanganinya sebagai contoh dalam menandatangi cek pengeluaran perusahaan hotel anda, misal sampai dengan batas berapa rupiah boleh ditanda tangani oleh manager hotel, atau sampai dengan angka tertentu anda berdua yang bertanda tangan. dan hal hal lain yang mungkin ingin anda pertimbangkan.

Point Keempat fee kepada management adalah bagian dari perjanjian ketika akan menggunakan jasa chain management ini untuk mengelola hotel kita, besar prosentase juga berbeda diantara beberapa hotel chain management dan hal ini merupakan syarat bagi kerja sama itu agar tetap berjalan dengan baik. sebagai contoh base fee 2 % dari GOP, management fee 3% dari GOP , Marketing fee 6 % dari GOP, dan lain-lain.

Point ke lima laporan keuangan hotel biasanya akan selesai pada tanggal 10 setiap bulannya tergantung pada kebijakan management itu sendiri, walaupun setiap laporan keuangan adalah sama yaitu laporan Neraca dan Rugi Laba, namun tidak ada salahnya anda mempelajari bagaimana laporan tersebut bisa terjadi. hal ini agar meningkatkan pemahaman anda mengenai laporan tersebut juga istilah-istilah hotel pada laporan keuangan hotel umumnya. kurangnya pemahaman mengenai cara membaca laporan kadakala membuat kita menjadi kurang kepercayaan kepada management, hal itulah yang perlu anda hindari karena kepercayaan adalah faktor dasar dimana sebuah operasionala akan berjalan dengan baik dan benar. 

jadi operator mana yang akan anda pilih?? beberapa operator yang bisa anda pilih seperti Aston Management , accor management , MGM Hotel Management , Tauzia management , atau anda bisa menghubungi kami untuk melakukan setup management sendiri dengan nama yang anda tentukan sendiri dengan management profesional  dan berpengalaman untuk menjalankan property anda tersebut. hotelkonsultan@gmail.com 

HOTEL SYARIAH

Hotel syariah yang dimaksud disini adalah Hotel dengan Konsep syariah Islam, yaitu Hotel yang menerapkan Syariah dalam Agama Islam ke dalam operasional Hotel. Hotel Syariah dapat dikatakan sebagai Hotel yang muncul dan mengurangi image bahwa Hotel yang kebanyakan dipandang masyarakat awam sebagai tempat berkumpulnya maksiat baik itu perzinahan, narkoba, dan perbuatan negative lainnya.

Kadang kala Hotel menjadi tempat pelarian dan bahkan tujuan untuk melakukan perbuatan maksiat tersebut diatas sehingga image atau cara pandang masyarakat terhadap Hotel cenderung negative atau kurang baik.

Kehadiran Hotel dengan Konsep Syariah ini mengurangi image masyarakat bahwa Hotel menjadi tujuan atau tempat maksiat, karena dengan Hotel Konsep Syariah, maka peraturan-peraturan yang dijadikan acuan untuk menjalankan operasionalnya adalah Hukum Syariah Islam.

Dasar Hukum itu sendiri adalah sudah tentu Rukun Iman ( 6 Perkara ) dan Rukun Islam ( 5 Perkara ). Berdasarkan Al-Quran & Hadist Nabi SAW.

Syariah sendiri dapat diartikan kedalam 2 ( dua ) bagian utama yaitu ;

1. Ibadah ( dalam arti khusus), yang membahas hubungan manusia dengan Allah (vertikal). Tatacara dan syarat rukunnya terinci dalam Quran dan Sunah. Misalnya : salat, zakat, puasa
2. Mu'amalah, yang membahas hubungan horisontal (manusia dan lingkungannya) . Dalam hal ini aturannya lebih bersifat garis besar. Misalnya munakahat, dagang, bernegara, dll.

Di Hotel Syariah secara umum juga terdapat hal-hal yang ada di Hotel Konvensional lainnya seperti tentu saja Kamar yang setara Hotel Bintang, Restaurant, Kolam Renang( perbedaannya antara wanita dan pria harus terpisah ), Fasilitas Koran Pagi dan hal-hal lain yang secara umum tersedia diHotel Konvensional.

Namun perbedaannya adalah sebagai berikut ;
Hotel Syariah menjadikan Rukun Iman & Rukun Islam menjadi Dasar Hukum dan hal-hal yang harus dipenuhi oleh Hotel Syariah secara umum adalah ;

1. Fasilitas Mushola atau mesjid wajib ada.
2. Wajib ada kumandang azan disetiap sudut atau lantai jika Hotel tersebut luas atau bertingkat, dipasang speaker untuk meneruskan kumandang azan disetiap waktu-waktu Sholat.
3. Mencantumkan didalam anggaran dasar/rumah tangga Hotel sebagai Hotel Syariah.
4. Tidak mengizinkan pertemuan antara tamu yang bukan Muhrim dengan tamu yang menginap, pertemuan bisa dilakukan diarea umum seperti Lobby atau diluar Hotel.
5. Tidak menyediakan minuman ataupun makanan beralkohol sebagai konsumsi tamu.
6. Tidak mengizinkan Hotel sebagai sarana penggunaan Narkoba.
7. Untuk urusan perbankan, Hotel Syariah harus memiliki rekening sesuai dengan syariah sebagai contoh dengan menggunakan Bank Syariah.
8. Tidak menempatkan ornament/Hiasan ataupun lukisan dari mahkluk bernyawa di area luar dan dalam Hotel.
9. Memiliki sertifikat Halal dari MUI ( Majelis Ulama Indonesia ).

Jadi pada prinsipnya Hotel dengan konsep syariah menjalankan ketentuan-ketentuan sesuai dengan syariah Islam serta ketentuan yang ditetapkan oleh MUI.

Untuk Indonesia sendiri, Hotel syariah yang pertama telah mendapat sertifikat Halal adalah Group Hotel Sofyan yang didirikan oleh Ryanto Sofyan, banyak memang yang telah menerapkan Syariah Islam sebagai dasar pelaksanaan operasional Hotel, namun secara global baru Group Hotel sofyan yang sudah menerima sertifikat Halal. Sertifikat tersebut sebagai salah satu persyaratan diakuinya sebuah Hotel sebagai Hotel Syariah. --------( budyarto )-------------

IHS COOPERATION with MARITIME ACADEMY COOPERATION JAKARTA RAYA

IHS - International Hotel Management School has signed an MOU
(Memorandum of Understanding) for the implementation of DUAL EDUCATION PROGRAM
DIPLOMA III Sailing administration Commerce Department of Management Management concentration
Cruise and Hospitality management, especially for students IHS.

The MOU was signed in mid-2010 the last such
DUAL is the basis of cooperation for the implementation PROGRAM DIPLOMA III
will begin in mid-2011. The presence of the Director of AMAN JAYA, Colonel
Sea (Ret.) H.M. Fr. Syairuddin Said at IHS with his team on Monday, April 18, 2011 at
IHS is to prepare the implementation of the Dual Diploma Program IHS - SAFE
JAYA for the First Army.

Dual purpose of this program is a Dual Education Program for students at IHS
who want to pursue the educational paths of two non-formal education path at IHS and
Formal education in AMAN JAYA. IHS student who is a student here dimaskud
who has met the requirements to obtain the level of qualification Aho (Advanced Hotel
Officer). Diploma III is in the Dual Diploma Program is given
IHS to students who have added courses as required by
Director General of Higher Education is concerned thus entitled to obtain the Diploma pathway DG
DIKTI. Gains derived by IHS students with the dual program is
is to provide a wider opportunity for a career on cruise ships and
hospitality industry and other hospitality industry but also the opportunity
to pursue further studies through formal education the Director General of Higher Education.

The purpose of cooperation Dual Diploma Program is to increase knowledge and
IHS students' ability to pursue the Diploma in Education Programs
Sailing administration Commerce (KPN) with a concentration of management Management
Cruise and Hospitality AMAN JAYA.

Implementation of Diploma III Sailing Commerce Department management
(KPN) with a concentration of management Management and Hospitality SAFE Cruises
JAYA has been accredited in accordance with the National Accreditation Board (BAN) Higher Education
(PT) Ministry of National Education of Republic of. 009/BAN-PT/AKA/IV/DPL-III/VIII/2004 about
Accreditation results and rankings in AMAN JAYA Studies Program. While the subjects, materials
and credit weighting in accordance with the Education Minister's decision No.. 0232/U/2000 and no.
045/U/2001 and in accordance with the development of technology, art, and the needs of the workforce.
Karanganyar-Solo, 18 April 2011

IHS Cooperation with BHMS Switzerland

NEWS RELEASE COOPERATION
IHS - INTERNATIONAL HOTEL MANAGEMENT SCHOOL
with
BHMS - BUSINESS & HOTEL MANAGEMENT SCHOOL, SWITZERLAND


BHMS - BUSINESS & HOTEL MANAGEMENT SCHOOL, an institution SWITZERLAND
education under the auspices of the Benedict Education Group, one of the institutions
private education is the largest and oldest in Switzerland. The current Benedict Education Group
manage five schools in Switzerland and educates more than 15,000 students.

BHMS has two facilities that the campus buildings and student dormitories are located in
downtown Lucerne, Switzerland. BHMS students living in dormitories with complete facilities and
comfort-class three star hotel. Dorm within 15 minutes by walk
distance to the location of the campus also provides other learning support facilities such as restaurants, labs
computers, language lab and study room.

IHS cooperation with BHMS set forth in the MOU (Memorandum of
Understanding) in October 2010 is for the provision of further studies in the field
Hospitality Management are:
1. Bachelor Degree (Bachelor One) for graduates IHS Education Program
Hospitality Management 3rd Year
2. Higher Diploma for graduates IHS Hospitality Education Program 1 Year
3. Culinary Art Courses for graduates IHS Professional Cook 1 Year

BHMS provide a way for students to build a career. Training program
Paid Internship with the Swiss system allows students to learn to work outside
country particularly in the Swiss hospitality industry by earning pocket money. experience
This valuable will come all the students who continue their studies there. And on this day
, Tuesday, April 5, 2011, representatives of the BHMS Switzerland Mr. Martin Wyler, visit the IHS in
order to provide an explanation of this cooperation program in the IHS to the Campus
IHS students and the general community who are interested in studying in the field of Hospitality Management in Switzerland.

News Event Activity in IHS Solo

"The Prime of New Student Lecture Training Manager of JW Marriott Surabaya and Ayana Resort & Spa Bali at IHS"

Since the day Tuesday, May 31 until early June 9, 2011 later, IHS conducted in the form of new student orientation and outbound inaugural lecture held on campus IHS. These activities are conducted regularly held every year.

In addition to completed by the Lecturer, Student Counsellor, Department Academic Board and the team, these activities also involve industry directly that this time represented by the Training Manager of the JW Marriott Hotel Surabaya and Training Manager of Ayana Resort & Spa Bali. Activities followed by the first group of new students are expected to provide an introduction to the institution and various activities also provide various forms of motivation, update the latest information from the hospitality industry trend that is very important to follow.

Besides the involvement of the Student Committee and its SME (Student Activity Unit) as Gastronomique Community, Bartender-Barista, Sports and Arts, Classic Club is also very supportive of this activity. While representatives of alumni attended by Dawn Shodiq (Alumni of Hospitality Management Program 3 Year - Graduated 2008, while still actively working on Holland America Lines) and Nanang Erwanto - Alumni Hospitality Program 1 Year - Graduates of 2005 who currently works at the Novotel Hotel Solo as Staff Human Resources Department.

This activity will still be Prime Lecture followed by group-group students to be held next bari in July and August 2011.

What is Hospitality Industry?

IHS (Internetional hotel Management School) is hotel and tourism education. IHS will give industry placement to all graduate to hospitality industry. When most people think of the hospitality industry, they usually think of hotels and restaurants. However, the true meaning of hospitality is much broader. According to the Oxford English Dictionary, hospitality means "hospitality and entertainment for guests, visitors or foreigners with generosity and good will." Hospitality word comes from the hospital, a medieval term for a house or a break for tourists and pilgrims. Hospice - a word that is clearly linked to the hospital - even as an early form of what we today know as a nursing home.

Home and includes not only hotels and restaurants, but it also refers to other types of institutions that include housing, food, or both, to people far from their homeland. We can also expandd definitio this because many people, institutions, other types of services to people away from home to its guests. This can also be private clubs, casinos, resorts, attractions, and so on.

Various types of surgery also has more of the same historical legacy. You share a management problem, such as food and shelter - a problem that created the building, providing heat, light and power, could include clean and prepare nursing care for the site, and employees, and serving of food in a fun guest.

Considering now the facilities and services for the hospitality industry related people and manage their suppliers sttaff professional hospitality. The hotel industry is one of the oldest people and include guests, customers feel they are members or residents welcome and comfortable.


The point is that the hospitality industry together as one unit clearly about more than just a common heritage and commitment to the linked "kindness and good will." Career in the industry is such a big break, you go in an industry very different from what you expect. Hospitality Management is a place in our specialized work, which calls for the general expansion. Students to understand this principle in order to enhance their career opportunities, one or more segments that make up the hotel industry.

"The introduction to the hospitality industry" by Clayton W. Barrows and Tom Powers

Industry Placements in Hotel Banyan Tree Bintan

Hotel Vacancy in Banyan Tree Bintan
Vacancy Hotel Career Info. Banyan Tree Bintan, a number one a upscale luxury resort and section of Banyan Tree Hotels and Resorts is now seeking qualified and enthusiastic website visitors to join our team:

For all IHS student and Graduated can apply to this jobs:

1. Director of Engineering
2. Asst. Dir of Engineering
3. Director of Hr
4. Executive Housekeeper
5. Waiter/waitress

General requirements:

- Minimum a diploma holder from the reputable hotel school or perhaps a degree holder in engineering major to the position 1and 2
- Minimum 4 years working experience with the identical convenience of management positions
- Computer literate
- Good communication skills in English
- Power to work independently and inside a team

Please email the job letter and CV with photo to:
recruit-bintan@banyantree.com by June 30, 2011

IHS will devoted to provide you Hotel Career Info and Cruise Ships

Info Vacancy Hotel in The Residence Puri Casablanca Jakarta

For IHS Student and IHS graduated , i have New Hotel Vacancy Info. The Residences at Puri Casablanca, the luxurious hotel serviced apartment located with the strategic business district of Jakarta (to know more about us, check out our website: (www.puricasablanca.com), is now looking for an incredibly motivated candidate to fill the career of:

Purchasing Staff

Qualification:
· Having Min. D-3
· Min Two years working experience with exactly the same position
· Computer literate is a must and proficiency in English
· Target and service oriented, good communication skill and pleasant personality
· Capable of work pressurized
· Capable of assist team or/and independently

Please send your application letter, and handle resume in English, along with recent photograph to:

HRD
PT Angkasa Interland
Apartment Puri Casablanca, Tower Dahlia 2nd Floor
Jl Puri Casablanca No.1, Jakarta 12870
Fax.#: 021-83799952
Email : hrd@puricasablanca.com

We dedicated to give you Hotel Career Info Lowongan Kerja

Job Vacancy in Hotel Majapahit Surabaya

Lowongan Kerja di Hotel Majapahit Surabaya, a Elegant legendary hotel in Surabaya , recognized for its luxurious rooms, lush gardens and tranquil ambience, happens to be offering the opportunity to highly committed folks who want to express their professionalism growing career path for an additional position:

1. Front Office Manager
2. Banquet Operations Manager
3. Sales leader
4. Guest Relations Agent (Receptionist)
5. Telephone Operator

General Requirement:

- 2-3 years experience with related field within a 4 / 5 stars hotel. (1-3)
- Fresh graduates from International Hotel School or Diploma are here you are at apply (4-5)
- Good command of English both written and oral.
- Mature and powerful person, wonderful personality and powerful communicator .

Please forward your up-dated Resume and photograph via e-mail focus on :

DIRECTOR OF Hr
HOTEL MAJAPAHIT SURABAYA
e-mail: recruitment@hotel-majapahit.com

We focused on offer you Hotel Vacancy and Career Information

News & Events in IHS Solo

"College Students Prime Training Manager of JW Marriott Surabaya and Bali Khama Resort & Spa in IHS"

IHS News
"College Students Prime Training Manager of JW Marriott Surabaya and Bali Khama Resort & Spa in IHS"
Since the day Tuesday, May 31 until early June 9, 2011 later, IHS freshman orientation held in the form of his inaugural lecture and outbound held on the campus of IHS. This activity is a routine activity that is held each year.

In addition to completed by the Lecturer, Student Counsellor Department Academic Board and the team, these activities also involve industry directly that this time represented by the Training Manager of the JW Marriott Hotel Surabaya and Training Manager of Ayana Resort & Spa. Activities are followed by the first group of new students are expected to provide an introduction to a variety of institutions and activities also provide various forms of motivation, updating the latest information from the hospitality industry trend that is very important to follow.

In addition, the involvement of the Student Committee and its SME (Student Activity Unit) as Gastronomique Community, Bartender-Barista, Sport and the Arts, Home Club also strongly supports this activity. While representatives of alumni attended by Dawn Shodiq (Alumni of Hospitality Management Program 3 Year - Graduated 2008, while still actively working on the Holland America Lines) and Nana Erwanto - Alumni Hospitality Program 1 Year - Graduated in 2005 who now works at the Novotel Hotel Solo as Staff Human Resources Department.

Lecture Activities Prime is still to be followed by group-group of students who will be implemented next bari in July and August 2011.


03.06.2011
"College Students Prime Training Manager of JW Marriott Surabaya and Bali Khama Resort & Spa in IHS"

Housekeeping Practice Training Online Video

Distinctive Totally free Housekeeping Training Videos-1

Right after starting to reveal No cost Hotel Information Training Videos with this website, my own readers are demanding for Cleaning video clips. It is difficult to find as well as upload this kind of video tutorials because housekeeping video clips are very challenging to find and many of the situations don’t satisfy the market standard. In any case, We have effectively identified several great regular housekeeping movies that are really professional. Yet don’t believe that whichever proven of these video clips would be the greatest normal. They are some exhibition which assists you to discover house cleaning task of an Motel. I do we do hope you will relish viewing these Free House cleaning Video clips.


Turn Down Service
How to Clean Dirty Room
Arranging Stock: Linen & Amenities
English for Non English Speaking Housekeeping Stuffs

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.