Case Study - Performance Waiter / Waitess Based on the SOP at Jimbaran Garden Restaurant Intercontinental Resort Bali

Performance Waiter / Waitress Based on the SOP at Jimbaran Garden Restaurant Intercontinental Resort Bali

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.

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