Tag: Hospitality

Bar organizational structure and charts – For some people, being able to work in a bar is a fun job.

Being able to serve drinks to relieve guests’ fatigue is an interesting thing to do.

Moreover, guests are satisfied with the drinks served, it is not impossible that we can get some tipping sheets. Yes, right?

Of course, the team in a bar consists of several people who have their respective duties and functions according to their positions.

The number of teams usually depends on the scale of the hotel/restaurant where the bar is located.

Bar Organizational structure Chart in the Small to Mid-Scale bar

Task Bar Manager

According to its function, a leader or manager is of course the main task of carrying out management functions such as planning, organizing, executing, and controlling related to bars such as:

• Create a bar sales strategy to achieve the target given by the company
• Make sales report every month
• Ensure that bar operations are running according to the SOP
• Check the log book, if there is any important information or message
• Validate the requisition list for stock beverages, perishables, groceries, etc.
• Deliver beverage sales, attendance, and requisition lists to the F & B Manager for the validation process including transferred and broken reports and so on.
• Check the stock of peanuts, criping, and beverage stock. If supplies run low, you must immediately submit a warehouse request (This is usually assisted by the Bartender because he is the one who directly uses it to serve guests.)
• Checking the cleanliness and tidiness of the room, as well as the cleanliness and tidiness of the subordinates (personal appearance).
• Checking other preparations used in the operation, such as cleanliness and completeness and sufficient quantity of each item.
• Check the cleanliness and completeness of the bars in several outlets.
• Hold briefings with all staff.
• Every week accompanying Cost Control to conduct an inventory.
• Appraisal staff every 6 months
• Report problems that occur to FBM

Also read: What is Sparkling Wine and How to Make It at Home

When the bar is operating:

• Supervise the running of services and operations in accordance with the company’s overall SOP
• Help welcome guests who come.
• The Bar Manager must be able to provide motivation and work encouragement to subordinates and maintain good relations with other departments.

Bar Captain/Supervisor Duties

Of course, the supervisor is the second hand of a manager. So when the manager is not in the area, the bar supervisor is responsible for the smooth running of all activities in the bar team. In general, the task of the supervisor bar

• Make a monthly work schedule for all team bars
• Assign tasks to Bartenders to outlets.
• Provide briefing, briefing and training, both to all teams at the bar
• Order the bartender or bar waiter/ess to do side duties.
• Check stock of beverages, garnishes, peanuts and so on.
• Checking the drink list, the neatness of the tables and chairs and the preparations that have been done by the bartender and bar waiter/ess
• Accommodate and resolve issues facing bartenders and water/ess bars.

When the Bar is operating:

• Welcoming guests in a friendly and courteous manner, delivering and finding suitable seats.
• Offer/suggest and take drink orders from guests
• Always maintain smooth service.
• Busy helping the bartender make cocktails and
• helping the Bar Waiter serve drinks to guests; etc

When the bar closes

• Conduct an evaluation of previous performance
• Record sales results and make reports.
• Provide briefing if needed
• When going home, check whether the condition of the room is clean and tidy, the doors are locked, and so on.

Bartender’s Duty

As we know the bartender is someone who is in charge of making, concocting and dispensing drinks.

In addition, here are the duties of a bartender:

• Clean the bar area, especially the parts that have not been cleaned by housekeeping.
• Wipe tables, chairs, counters, and drink bottles.
• Take various drinks, groceries, and perishables from
• the warehouse to replace goods that have been sold or to increase stock at the time of peak hour
• Taking goods/supplies whose inventory is less than
• stewards, such as muddler, coaster, olive-pick, paper napkin, straw, and glasses.
• Prepare welcome drinks for guests who check in that day, whether for VIP guests, regular guests, group guests, or guests who come individually.
• Prepare fresh lime juice for cocktail mix or sliced ​​lemon for garnishes and so on.
• Prepare and arrange tools for the operation, including shaker, jigger, cocktail strainer, funnel, bar knife, can opener, corkscrew, bottle opener, ice spoon, ice tongs, wine basket, and so on
• Prepare condiments such as tabasco and lea & Perrins sauce syrup, angostura bitter, fresh eggs, and so on, including cherry, olive, salt & pepper (salt and pepper)
• Provide potato chips, cassava chips, peanuts, and so on
• Prepare beer, soft drinks, and white wine in a cold place in sufficient quantities

When the bar is operating

• Make cocktail orders for guests according to standard recipes and sizes that have been set.
• Always keep the workplace neat and clean.
• Always neat in appearance, polite, friendly and maintain good relations with guests and so on.

When the bar closes

• Storing tools in their original place after cleaning, and drying thoroughly
• Collect empty bottles and store them at the appointed time
• Rearrange drink bottles in storage
• Tidy and clean the counters of food houses to avoid the danger of rats or other insects,
• Reporting to the Bar Supervisor if there are problems with operating time.

Bar waiter/ess duties

• Together cleaning and maintaining the cleanliness of the bar room, counters, tables, chairs, and so on.
• Helping the Bartender take various drinks from the warehouse, perishables (lemon, eggs), groceries items such as juices, peanuts, potato & cassava chips, condiments, syrup, sugar, and so on.
• Bar table set up with cocktail paper napkins that have been folded and neatly arranged in paper napkin stands, ashtrays, drink lists, tend cards, and flower vases
• Help the Bartender prepare clean glasses, potato chips, peanuts, and so on.
• Arranging the location of the tables and chairs, and so on.

When the bar is operating

• Welcoming guests in a friendly and courteous manner
• Invite guests to sit
• Taking drink orders from guests
• Serve drinks that have been made and prepared by the Bartender to guests in a friendly, flexible, and polite manner.
• Appear neat, and clean, and always maintain a good relationship with guests.

When the bar closes

• Together with other teams clean and tidy up the table layout and other equipment
• Collecting dirty glasses and bottles
• Inform the FB Supervisor if there are obstacles regarding performance on that day.

That is the general organizational structure of the bar and their respective duties.

Reference: Bars, Drinks, and Their Services – H. Marsum Widjojo Atmodjo, SE

Hotel Room Status -Many people say that working in a hotel is good, isn’t it? Wear a suit, tie, handle important people and the service charge is high.

Indeed, such a mindset is still inherent in the minds of the general public. In fact, when directly involved in the world of hospitality, it is not as beautiful as the image. 

Just like working in other industries, there are many things that we must learn and understand before going into the field.

Starting from the system, work culture, and especially in hotels, the most important thing for us to know at the beginning is the status of the rooms.

This is very important because the status of this room will be related to what actions will be taken against the room.

40 Complete Hotel Room Status

Hotel room status is a sign that is used to make it easier for the operational team to identify what actions should be applied to that room.

Also read: Upselling Tips for Front Office Hotel Teams

The status of this room will appear in the property management system (PMS) and can be seen by all teams in the hotel.

The following are some of the common room statuses we encounter when we are on duty in hotels. For those of you who are just learning about hospitality, you can note this:

1. Vacant Clean

The room is empty and clean

2. Vacant Dirty

The room is empty but still dirty

3. Vacant Ready

The room is clean and ready for sale

4. Occupied Clean

The room has been filled with guests and has been cleaned by the room attendant

5. Occupied Dirty

The room has been filled with guests but the room attendant team has not cleaned it

6. DND (Do Not Disturb)

Guests in the room do not want to be disturbed

7. OOS (Out of Service)

Room under repair

8. OOO (Out of Order)

Rooms are under repair and usually last a long time. Damage may occur quite seriously for this room and takes a long time. In OO conditions it will usually reduce availability

9. EA (Expected Arrival)

List the names of guests who will check in and already contains the room number

10. ED (Expected Departure)

List the names of guests who will check out on that day

11. Check-in (C/I)

Guests who have arrived at the hotel and complete all administration before entering the room

12. Check Out (C/O)

Guests who have paid all payments and have left the hotel

13. DU (Day Use)

Guests who check-in in one room but will check out on the same day before the night audit is run

14. SO (Sleepout)

Guests who have booked a room but don’t sleep in the room

15. COMP (Compliment)

Guests who stay but are not charged a room fee (Free). These are usually guests from the media for marketing needs, guests from the hotel owner or the owner’s family.

16. WIG (Walk in guest)

Rooms are occupied by guests who come directly to the hotel and book on the same day. In other words without making a reservation in advance.

17. VIP (Very Important Person)

This means that this room is filled by someone who is quite important or a public figure. For example Officials, Artists, and others.

Special services are also needed to handle guests in rooms with a VIP sign.

18. HU (House Use)

The room occupied by hotel staff

19. Stay Over

The guest has decided not to check out and will stay at least one night.

20. Cleaning in Progress

The room Attendant is in the process of cleaning the room.

21. Sleep Out

The next hotel room status is Sleep Out. This means that hotel guests who have booked rooms and completed administration do not sleep in their rooms.

22. On Queue

The guest has arrived at the hotel, but the room provided is not ready. In such cases, rooms are placed on Queue status for housekeeping staff to prioritize those rooms first.

23. Skipper

The guest has left the hotel without making arrangements to settle his account.

24. LO Lockout

The room has been locked so that the guest cannot re-enter until he or she is cleaned by the hotel staff.

25. DNCO – Didn’t Check Out

The guest made arrangements to pay the bill (and thus excludes the skipper), but instead he left without notifying the Front Office.

26. DO Due Out

Rooms are expected to be vacant after the following guest checks out.

27. LC – Late Checkout

The guest has requested and is permitted to check out later than the hotel’s normal/standard check-out time.

28. EC – Early Checkin

The guest has requested Early Check-in and is permitted to check-in earlier than the hotel’s normal/standard check-in time.

29. V/C or O/V – Status Unclear

(Whether the room is vacant and clean or occupied or vacant) needs to be verified by Housekeeping staff.

30. VCI – Vacant, Cleaned, and Inspected

Empty Room, Cleaned and Checked by Housekeeping Supervisor.

31. H/L – Heavy Luggage

Guests bring luggage that is heavier than normal.

32. L/L – Light Luggage

Guest with very light built-in onions.

33. N/L – No Luggage

Guests come with no luggage.

34. DL – Double Lock

The guest has put a double lock in the room.

35. CL – Chain Lock

Guests install chain locks in hotel rooms.

36. NCI – Newly Checked In

The room has been checked within the last 1-2 hours.

37. NS – No Show

Guests who make room reservations but do not register or check in.

38. SR – Service Refused

The guest refuses to have the room cleaned.

39. V – Vacant

Empty

40. MUR – Make-Up Room

Doing guest room cleaning work after guests check out, then they have cleaned again so that guests who have just come to stay again can rest in peace, comfort, and safety.

41. PMR – Please Make up Room

That is, the guest asks for the room to be cleaned

Those are some of the statuses of hotel rooms that are generally used in a hotel.

Of course, by knowing these terms, housekeeping and the front office will find it easier to work together and communicate effectively.

Upselling is one of the sales strategies commonly used to increase revenue by offering products that are more expensive than the products that consumers want to buy.

No exception in hotels, upselling is usually carried out when new guests arrive at the hotel to check in by offering more expensive rooms or other activities that guests have the opportunity to buy.

Usually, there is an incentive program for reservations and the reception team offered by hotel management helps motivate staff to make this up-selling program run well.

Definition of Upselling

Upselling is often said to be one of the arts of selling.

The upselling technique is a strategy that can be understood as a selling technique to persuade customers so that they want to spend more money.

Also read: Sequence of Service Restaurant: Definition and Procedure for Implementation

So that customers buy products of the same type at a higher price. Or products with additional advantages such as additional bonuses or guarantees of better quality/details.

In up-selling sales techniques, we are not required to know the customer to find out his needs.

ut in the up selling technique, we are required to master the advantages of one product in order to offer it to customers.

For example, if a customer has booked a deluxe room, then we can offer to upgrade to a suite, for example.

Of course, we have to explain the benefits that customers get when upgrading the room.

In this example, we are driving customers to spend more money on the products they buy.

Example of SOP Upselling at a Hotel

The upselling concept is a method implemented with the aim of providing benefits to guests, employees, and management so that they can motivate employees as the spearhead of this up-selling program.

Besides that, training programs need to be implemented, so that employees really understand and are able to carry out standard operating procedures to do up-sells.

This situation will help avoid protests from prospected guests, and time is spent more effectively. The following is an example of an upselling SOP that can be used as a reference:

• Always greet every guest with a smile in your voice and face.

• Always Establish and maintain eye contact with guests.
• Ask open-ended questions to understand guest needs and requirements, provide timely advice and offer alternatives by upselling.
• Understand guest profiles from reservation details and identify guests who are most likely to occupy higher category rooms.
• Bookings made through the company or negotiated rates or by the sales team will most likely not take higher category rooms and therefore their bill is usually paid by their company.
• Honeymooners, family vacation trips, long stays, online travel agents (OTA), direct bookings, direct arrivals, etc. Most likely will choose the upsell offer. This is because in most cases guests who come to stay at the hotel do not know the different rooms offered by the hotel.
• Be fun and like a business, because you are selling yourself as much as you are selling hotel amenities and services.
• Find out the guest’s name right away and use it at least three times during the conversation.
• Always use appropriate titles such as Mr, Miss, Mr, and Mrs when greeting guests and never call guests by their first names, always use last names with appropriate titles.
• Attempt to identify guest needs as these needs may not have been identified during the reservation process.
• Customize guest needs with room furnishings or amenities or views (ocean view, pool view, mountain view), etc.
• If a guest stays several nights then he will be attracted to a larger or more spacious room.
• If guests are on their honeymoon, offer rooms with views such as sea facing, pool facing, mountain facing rooms, etc.
• If a guest has a reservation in a lower category, state the main differences and additional features they get when compared to a higher category room.
• Inform about additional fees or rate differences with encouraging statements such as for X amount difference you can get a room with a sea view.
• Upsell the room by showing the features and benefits first, then mention the price difference.
• If there are two different types of rooms available, state the advantages of the two rooms so that guests can choose the best one that suits their needs
• For walk-ins always provide details of a lower category and higher category to avoid the risk of losing revenue when trying to upsell to guests.
• Always thank guests after a successful upsell.

The up-selling program is a program that is very possible to run because the majority of guests do not know and recognize hotel products, so they often order rooms or other standard hotel products, which do not match their needs and desires.

This opportunity needs to be used by management to increase hotel income. It’s easy? Let’s practice!

What is hospitality? At first, glance when we hear hospitality, what comes to mind is a hospital. But the fact is, hospitality is not a hospital. Although these words are both taken from English.

For those who have been in the world of hospitality, of course, this term is not foreign at all. Yes, it can’t be blamed either, because there is a lack of information about the hospitality industry.

So what is the meaning of hospitality?

Hospitality is an attitude or an act given by others. Or simply the relationship between guest and host, of which treatment and hospitality is the foundation.

Is hospitality only limited to that? certainly not. Let’s look at the complete understanding of what hospitality is and the examples below.

Definition of Hospitality

If we open an English dictionary, then Hospitality means “hospitality”

According to the Merriam-Webster dictionary, what is meant by hospitality has two meanings. That is:

1. Hospitable: Treatment, Welcoming, and Behavior.
2. Activities or businesses that focus on service to guests. Like in hotels, restaurants, bars, and the like.

So this hospitality is actually commonly spoken by English speakers. Especially native speakers.

Welcoming guests who come to the house in a friendly and respectful manner is categorized as hospitality.

Amazingly, nowadays as we know, hospitality has become a promising industry and business.

One of them is the hotel business.

When you go to a hotel, you will definitely feel a pleasant service. Starting from being greeted with a smile when you enter the lobby, to when you want to eat at the hotel.

It should be so, not only for hotels that fall into the hospitality category.

Some examples of the hospitality industry include the following:

• Restaurant
• Events
• Travel & Tourism
• Bar

Of these various categories, there are still many professions that support it.

Some of the professions that often enter the hospitality industry:

• Chef
• Consultant F&B
• Event organizer
• Travel Guide

Job Prospects in Hospitality Industry

Job opportunities and prospects in the hospitality industry are very promising because business in this industry is long last.

The fact that is sufficient to support this argument is the increase in the number of foreign tourists in Indonesia which reaches 5-10% every year.

And what’s cool is that the travel and tourism industry accounts for the third largest state revenue, which is 9.3%. Bigger than the fields of education, automotive and financial services.

Besides having a fairly stable and sustainable potential.

Work in this field has its own charm.

For example, you work in a 5-star hotel. Of course, you work in a very beautiful, fun, and beautiful place.

Those who work in the field of travel and tourism can travel around the country as tour guides.

And the most important pleasure of working in the hospitality industry is, that you can share happiness and make other people’s days meaningful through the services you provide.

FAQ