Observation in Jimbaran Garden Restaurant Intercontinental Resort Bali

A. Background
World tourism is highly developed along with the rapid advancement of science and technology in Indonesia. With the development of tourism in Indonesia is expected to maintain and preserve it. Basically the world of tourism into the needs of mankind throughout the world. Along with the increased welfare and prosperity of a nation in the economic field, it appears that the basic nature of human curiosity to see the other side of this world are different from the situation daily.
With the tourism in Bali, then the economy can be advanced and profitable for the country to increase foreign exchange and to improve the socio-cultural development. Thus the presence of tourism in Indonesia is very important and needed by people around the world for fun or refreshing.
With the development of tourism industry in Indonesia to make the entrepreneurs racing to develop their businesses, particularly in the field of hospitality, because the hotel has a very good market share. Hospitality is one form of development in the tourism sector. Therefore, the hospitality is a means of supporting that can not be separated from tourism. With the establishment of the major hotels in Indonesia with international standards, people are expected to be able to visit, feel and enjoy the facilities at the hotel.
One form of accommodation facilities which is the top choice of both local and foreign tourists while enjoying the summer vacation a hotel. Hotel is "It is a commercially-managed accommodation, are provided for every person to obtain the following lodging service eating and drinking." (Decree of the Minister of Transportation No. PM 10/PW/301/Phb 77). Hotels not only provide lodging services such as completeness of room facilities, but also other supporting facilities such as restaurants, swimming pool area, spa, bussiness center, golf and so on.
While understanding Menparpostel hotels based on the Decree No. KM 37/PW.340/MPPT-86, the hotel is a form of accommodation which employs some or all of the building to provide lodging, food and beverage and other support services for commercially-managed public. (Sulistiyono, 2004: 7)
Based on the definition of hospitality is the world of hospitality in Indonesia to grow rapidly as more and more people who need services in the form of lodging, food and beverage and other support services are managed in the guest satisfaction. To create guest satisfaction is not easy, so we should really know and understand the needs and desires so that the guests managed to get something.
In this study, the authors will focus in the peel of the roles of and responsibilities of the Food and Beverage Department in a hotel, especially restaurants. The definition of Food and Beverage Department is as follows:
Food and Beverage Department is one department that has the duty and responsibility in providing and serving food and drinks to guests. Food and Beverage Department is a very important position in a hotel. Food and Beverage Department is one department that has a very important role for the operational work in the hotel industry. In addition to rooms is the main income of a hotel, the Food and Beverage also has a very large role in increasing the revenue of a hotel. Thus the performance of waiter / waitress to support the satisfaction of restaurant guests who come to the restaurant, if the performance of waiter / waitress was excellent, so guests will again come to the restaurant (repeater guest).
Restaurant comes from the word 'restore' which etymologically means to restore or repair, which meant that we have worked and headed to the house to increase the loss of our calories from walking and working. We refill our calories with a stopover in one place to eat and drink, which means the return of the word restaurant restoration which later turned into a restaurant in English and in Indonesian restaurants.
Judging from the fact, the key to success in the restaurant business is not only in the delicacy of dishes offered and presented but also lies in the ability waitress in providing the services provided is strongly influenced by the quality of human resources respectively. As a hotelier should be able to provide the best service in accordance with Standard Operating Procedure (SOP) and not only sell product but the restaurant a waiter should be able to create a mutually supportive team, other than that in everyday life to deal with guests a waiter should always behave, behave, and looking good, as this can improve the quality of excellent service to guests. By improving the quality of service to the guest has the objective to create guest satisfaction to the products being sold.
And to attract guests to want to enjoy food and beverages served in restaurants, especially the performance of Jimbaran Garden Restaurant waiter / waitress should really consider if you want to improve the quality of products and services provided. In addition, waiter / waitress also must understand and implement the SOP (Standard Operating Procedure) in force for carrying out its duties in accordance with the standards set.
Because besides the quality of products produced by the Food and Beverage Department, the role of performance waiter / waitress is very influential on the arrival of guests restaurant because if the performance of waiter / waitress have been implemented by both the guests who come to the restaurant will get good service too, so the guests will satisfied with the services provided. So the authors conducted research at the Food and Beverage Department on:
"PERFORMANCE REVIEW Waiter / Waitress BASED Standard Operational Procedure (SOP) IN THE GARDEN RESTAURANT JIMBARAN - InterContinental BALI RESORT"

B. Problem Formulation
1. How kinerja0 waiter / waitress based on SOP at Jimbaran Garden Restaurant Intercontinental Resort Bali?
2. Are the constraints faced by the waiter / waitress in providing service to guests at Jimbaran Garden Restaurant Intercontinental Resort Bali?
3. How guest feedback on the performance of waiter / waitress in providing service to guests at Jimbaran Garden Restaurant Intercontinental Resort Bali?

C. Problem Identification
1. SOP (Standard Operating Procedure) in Jimbaran Garden Restaurant Intercontinental Resort Bali.

2. The data about the constraints faced by the waiter / waitress in providing service to guests at Jimbaran Garden Restaurant Intercontinental Resort Bali.
3. The data on responses to the performance room waiter / waitress in providing service to guests at Jimbaran Garden Restaurant Intercontinental Resort Bali

D. Research Objectives
1. Formal
As one of the graduation requirements in order to obtain a degree in Hospitality Management Education Program 3 Years with Advanced level hotel Officer (A. Ho) in International Hotel Management School in Surakarta.
2. Non Formal
a. For Hotels
To correct the deficiencies that could hinder the advance hotel company in improving guest satisfaction.
b. For academic
As for the academic information in adding reference materials to improve the quality of college learning.
c. For students
To increase the knowledge and insights about the world of hospitality in general and know the constraints / problems in Food and Beverage Service Department in particular.

E. Research Methodology
This research was supported descriptive qualitative data. Qualitative descriptive writing is to study, collect and describe something with real problems of the studied objects clearly, about the scope of the Food and Beverage Department in particular the performance of waiter / waitress at Jimbaran Garden Restaurant Intercontinental Resort Bali.
The author uses descriptive qualitative method of data analysis, which compares the facts on the ground with the desired ideal conditions, associated with the object being studied. (Sugiarto et al, 2001: 12-21) These data include a general description of the circumstances and scope from other sources such as documents or books and other readings from magazines, the Internet is nothing to do with the data required in the preparation this final.

F. Data Collection Techniques
In menyeleaikan this writing, the authors use several data collection techniques, namely;
1. Observation
The observations made authors directly to seek research data about the location, facilities, and employee activities that took place in operational support.
2. Interview
Data collection is done with the author by way of question and answer directly to the informant / parties who are competent in a problem.
3. Library Studies
The author takes and collects data that is done by reading books related to the topic of supporting research data that is written is written for more detail.
4. Questionnaire
Writers pick up and collect data in a way provides the opportunity for respondents to answer the question the answer has been provided so that respondents can just choose the response.

G. Location and Time Research
1. Research Sites
Research conducted at Jimbaran Garden Restaurant Intercontinental Resort Bali. Here is the data location of the hotel:
Name: InterContinental Hotels Group
c / o InterContinental Bali Resort
Address: Jalan Uluwatu 45, Jimbaran Bali 80361, Indonesia
Phone: +62361701888
Facsimile: +62361702670
Email: www.ihg.com


2. Research Time
This research was conducted at Jimbaran Garden Restaurant Intercontinental Resort Bali for 6 months which is dated October 19, 2009 to 19 April 2010. After a period of On The Job Training is completed, the authors also gathered data relevant to this thesis from various sources within the last three months from May to July 2010.