Supervisor Efforts to Improve Service Quality and Guest Satisfaction at Makase Restaurant at Hotel Indigo Bali Seminyak Beach

This study aims to determine the efforts of supervisors in improving service quality and guest satisfaction at Makase Restaurant at Hotel Indigo Bali Seminyak Beach, where this research has the formulation of the problem, (1) Supervisor's efforts to improve service quality and guest satisfaction at Makase Restaurant at Hotel Indigo Bali Seminyak Beach, (2) What constraints are faced by supervisors in efforts to improve service quality and guest satisfaction at Makase Restaurant at the Indigo Bali Seminyak Beach Hotel, and (3) How supervisors overcome obstacles in an effort to improve service quality and guest satisfaction at Makase Restaurant at Hotel Indigo Bali Seminyak Beach. This research uses qualitative research methods with primary data sources and secondary data. Data collection techniques by direct observation at the Makase Restaurant, interviews with supervisors regarding the supervisor's efforts to improve service and guest satisfaction at the Makase Restaurant, and documentation by taking pictures using a mobile phone. The research instruments used were recording equipment, interview lists, notebooks and laptops. The analysis presentation technique used is descriptive, by obtaining data obtained from research on supervisors' efforts to improve service quality and guest satisfaction at Makase Restaurant. The result of this study is that the supervisor's efforts have an important role in improving service quality and guest satisfaction in restaurants.


Background of the problem
Bali or often called the Island of the Gods is one of the islands in Indonesia.
The island of Bali itself has great potential in the tourism sector due to its unique art and culture forms.This uniqueness is what makes tourists interested in coming to visit Bali and coming back to visit Bali.The Balinese apply their art and culture to be preserved from generation to generation, so that it becomes a separate culture.It is the sense of thickness of Balinese culture that is the highlight of tourists from within the country and abroad.Apart from art and culture, attractions and tourist attractions are also things that attract tourists to visit Bali.
Uluwatu is an example of a place that sells the beauty and attractions of the Kecak dance.This is what makes the main attraction for tourists to visit Bali.
Accommodation and transportation are certainly needed to support the smooth running of tourism in an area.The hotel is intended as a place to rent accommodation with facilities inside.Hotels are usually aimed at tourists who want to vacation in an area and need a place to rest.Transportation is needed as a medium for traveling from one place to another, with adequate accommodation and transportation in an area will make it easier for visiting tourists to enjoy their current holiday or visit.
Hotel Indigo Bali Seminyak Beach is one of the hotels in Seminyak with direct views overlooking Double Six Beach.This hotel has a five-star rating and has many facilities, including 247 rooms, 23 suites and 19 villas, as well as dining and drinking facilities.Apart from being a place to stay, this hotel has facilities in the form of a restaurant inside the hotel or located on the beach.
Makase Restaurant is one of the restaurants that presents the Indigo Hotel Environment Cafe concept with an open kitchen.The name "Makase" itself is taken from the word "Makasi" which means "Thank you" in Indonesian.At Makase Restaurant there are paintings in collaboration with @igorsatumongkok which are inspired by Seminyak culture, such as surfing, frangipani flowers, and noodles and eggs which are typical forms of collaboration, as well as other ornaments.
to be able to provide the best service to customers so that they can provide satisfaction for visitors who come to the Makase Restaurant.
The large number of restaurants in the field of food and beverage services will lead to increasingly fierce competition, the main key to winning the competition is to provide satisfaction values that exceed consumer expectations through the delivery of quality products and services at fairly competitive prices.
Makase Restaurant Management understands that the factor that greatly influences the number of customers is customer satisfaction.Satisfied customers will become loyal so that they will come back again and will even invite their colleagues and form word of mouth recommendations that will be profitable for the company.Conversely, dissatisfied customers will not come again and will even tell other people about their dissatisfaction, so service quality is the most important thing needed to be able to provide satisfaction to guests who visit Makase Restaurant, with good service quality guest satisfaction will be achieved , the satisfaction of customers who come to enjoy the service is the main factor given at the Makase restaurant.
To improve service in a restaurant, a professional workforce is needed to meet the needs of guests.Hotel Indigo itself has operational standards in the form of Service Behavior (service behavior) in its performance, which contains Be Original (be yourself), Be Curious (be curious), and Be Vibrant (be enthusiastic).
Service Behavior itself is used as a reference for employees in serving guests at the hotel, by showing self-authenticity, having a high sense of curiosity, and having high enthusiasm, showing that an employee can serve guests optimally.Apart from service behavior, Hotel Indigo also emphasizes The Five Winning Ways that are believed to be important to both the company and guests.The Five Winning Ways contain points in the form of do the right thing (doing the right thing), show we care (show that we care), aim higher (make a higher target), celebrate difference (appreciate differences), and work better together (work better together).There is also true hospitality attached to Hotel Indigo which contains true attitude, true confidence, true listening and true responsiveness as a reference for employees.to serve the best.Hotel Indigo provides these important points as a reference for providing the best service to guests who come with high expectations and leave satisfied without feeling disappointed.
There are things that need to be done to improve the quality of service, namely by improving the self-quality of a waiter and being able to work together, but based on the results of the author's observations at Makase Restaurant, it can be seen that frequent guest complaints occur which indicate a decline in service quality.This is due to errors in writing orders (taking orders), lack of mastery of the menu by waiters, and delays in service.The following table shows a list of guest complaints at Makase Restaurant for the period January 2023-May 2023.

Problem Formulation
Based on the background of the problems above, the research problem can be formulated as follows:

Benefits of Research
There are two benefits from a theoretical point of view and practical benefits.
1 Theoretical Benefits From the research that has been done, it is hoped that it can be a reference or input in improving the quality of service in restaurants, especially the Makase Restaurant.

Practical Benefits
The benefits of this research are: a.For Hotels It is hoped that it can be used as input in improving the quality of service in restaurants.

b. For Campus
It is hoped that it can be used as input and guidance for students in compiling the Final Project Report.

c. For Students
As a fulfillment of the requirements to graduate, and assist students in adding insight in the industrial world.

Theoretical Study
Theoretical studies are a series of concepts, definitions and perspectives about one thing that are neatly arranged.This section will explain several definitions and theories from various sources and experts related to the main topic of this research.

Definition of Hotels
According to Sulastiyono (2011: 5) a hotel is a company managed by its owner by providing food, drink and room facilities for sleeping to people who travel and are able to pay a reasonable amount in accordance with the services received without any agreement.
According to Minister of Transportation Decree No. Pm 10/Pw.301/Phb 77, Hotel is a form of accommodation that is managed commercially, provided for everyone who gets service and food and drink.
According to Hermawan (2018: 1), a hotel is an industry or service business that is managed commercially.
So it can be concluded that a hotel is a form of organization or accommodation that is managed commercially, in the form of lodging services by providing facilities such as food, drinks, and fulfilling comfort requirements for its customers.

Definition of Restaurant
According to Tangian (2019: 11), a restaurant is one that provides food and beverage services.According to Atmodjo in (Khusnul & Ugie, 2018: 14), a restaurant is a place or building that is organized commercially, which provides good service to all consumers in the form of food or drinks.
According to Nifati & Purwidiani (2017: 14), a restaurant is a place or building that is organized commercially, which provides good service to all consumers in the form of food and drinks.
Based on the research above, it can be concluded that a restaurant is a commercially managed place that provides food and drink services.
According to WebstaurantStore (2018) there are 11 types of restaurants, namely: a. Fine Dining Fine dining is characterized by a formal dress code and fine dining etiquette.And the restaurant is decorated with a luxurious atmosphere with good service.

b. Casual Dining
The atmosphere of this restaurant usually varies depending on the brand and target customers.Menu prices in casual dining are grouped at medium prices.

c. Contemporary Casual
A modern and trendy restaurant with a different brand.This restaurant follows environmentally friendly and unique protocols, as well as healthy food options with fine cuisine.

d. Family Style
The family style restaurant has a casual atmosphere.Food is usually served on large plates to be enjoyed together.
e. Fast Casual Food quality and prices are higher than fast food but cheaper than casual dining.
f. fast food This restaurant focuses on fast service and counter or drive thru service.

g. Café
Cafés usually serve coffee, tea, pastries and snacks for breakfast and lunch.
Café atmosphere is usually casual and relaxed so it can be a place to meet friends and a relaxed workplace.

h. Buffet
This buffet type restaurant is usually also known as All You Can Eat.This restaurant usually has a theme or specialization in its dishes, for example only serving Chinese or Indian, or Indonesian, etc.

i. Food Trucks and Concession Stands
Serves snacks such as hot dogs, ice cream, sandwiches, etc. Usually this type of restaurant can be found outdoors such as sporting events, exhibitions, city streets, etc.

j. Pop-Up Restaurants
This type of restaurant has a creative and contemporary concept.Operates from just a few hours to several months.The location of this restaurant varies, it can be in a shipping container, an old unused building, or outdoors.

k. Ghost Restaurant
Ghost restaurant can be called a virtual restaurant or a special delivery restaurant.This restaurant is called Ghost Restaurant because it doesn't exist physical location.These restaurants usually partner or have a third party to deliver food and utilize websites and social media.

Definition of Effort
According to the Big Indonesian Dictionary, effort is effort, effort (to achieve a goal, solve a problem, find a way out, effort).According to the Drafting Team of the Ministry of National Education, Effort is effort, reason or endeavor to achieve a goal, solve a problem, find a way out, and so on.
According to Baskoro (2016: 8), Effort is an effort to convey something or activity to achieve the desired goal.It can also be interpreted as actions, ways, methods, steps taken to do something.
Based on the definition above, it can be concluded that effort is an effort to achieve a purpose and goal.

Definition of Supervisors
According to the Big Indonesian Dictionary (KBBI), a supervisor is the main supervisor, main controller, or supervisor.
According to Dharma (2014: 4), Supervisors are the first level managers who have direct contact 21 with employees.
Based on the definition above, it can be concluded that a supervisor in a company is a leader who occupies a leading management position at the organizational level.Its role in a company is very strategic and determines the smooth implementation of the company's own plans, especially in establishing direct relations with employees.

Supervisor's Duties and Responsibilities
There are 4 duties and responsibilities of supervisors, namely: a. Planning the implementation of daily tasks for the group of workers under him, including; providing the necessary tools and equipment, distributing the workload evenly, detailing the use of time, and using efficient process methods and techniques.
b. Use authority appropriately, in the sense of knowing one's limits as a supervisor.
c. Open and transparent in information to subordinates and vice versa.
d. Striving for maximum work results from a group of workers for the benefit of the organization.

Definition of Increase
According to the Big Indonesian Dictionary, to increase is to raise, heighten, intensify.According to Adi (2016: 6), Improvement comes from the word level.
Which means layers or layers of something which then forms an arrangement.
Improvement is an attempt to make something better than before.An effort to achieve an improvement usually requires good planning and execution.This planning and execution must be interconnected and not deviate from the predetermined goals.According to Alwi (2013Alwi ( : 1197Alwi ( -1198)), Improving is a process of action, a way to increase business, and so on.Based on the definition above, it can be concluded that improving is a method or effort made to make something in a better direction.

Definition of Quality
According to Nastiti (2014: 4), the quality of a product can have an important role in the company, because it can have a valuable symbol of trust in the eyes of consumers.
According to Talaumbanua (2013: 4), quality is the overall characteristics or characteristics of goods and services that affect their ability to meet the needs and desires of consumers, both stated and implied.In this case, quality is completely determined by consumers as product users.
According to Hariastuti (2013: 4), Quality is the totality of the characteristics of a product that supports the ability to satisfy the needs specified or implemented.
Based on the definition above, it can be concluded that quality is the ability of a product to be seen depending on the person who evaluates it.

Definition of Service
According to Moenir (2015: 17), service is a process of fulfilling the needs of other people's activities.
According to Fisk, et.al (2016: 2), service is a process consisting of a series of actions, interactions, important activities to deliver services to customers where in this delivery there is a goal of generating profits.
According to Kotler (Laksana, 2018: 85), service is any action or activity that can be offered by one party to another party, which is basically intangible and does not result in any ownership.
From the opinion above, it can be concluded that service is a human effort provided to other people with the aim of generating profits.

Types of Services
The understanding of the types of services according to Arisandi (2009: 8), namely: A.

D. English service or family service
The service is formal or official and tends to be kinship.This service is very similar to the service we usually do at home when we eat together.English Service is sometimes used for special dinner events which are held in a special dining room in a restaurant.

E. American Service
American Service, which is not so formal or official when compared to English service, French Service, and Russian Service, is the system most commonly used in restaurants.American service is very famous for its characteristic that food has been prepared, arranged, arranged neatly and attractively on kitchen plates, except for salad, bread and butter.Almost all accompanying food on the entrée plate with the main dish.To serve only needed a waiter / waitress only.

F. Tray Service
Tray Service, this type is almost the same as American Service, the difference is that guests are not served at the restaurant but in their respective rooms, food is brought to the guest's place on a tray or guridon (Arisandi, 2009: 10).

G. Catering Service
Catering Service, namely extending several types of food on the counter which is guarded by the cook along with the prices and guests can choose their favorite food.

H. Padang Service
Padang Service, this type of service is usually done at Padang restaurants, each type of food has been arranged on a plate, everything is arranged on the table, guests just have to choose and take their own favorite food.

Service Indicators
There are several indicators of service quality that must be met, including the following 5 indicators: 1. Tangible/Direct evidence Real evidence of care and attention given by service providers to consumers.

Reliability / Circumstances
The company's ability to carry out services in accordance with what has been promised in a timely manner.

Responsiveness
The company's ability is carried out directly by employees to provide fast service and response.

Assurance
Employe knowledge and behavior to build trust and confidence in consumers in consuming.

Empathy / Empathy
The company's ability, which is carried out directly by employees, to pay attention to individual consumers, including sensitivity to consumer needs.

Improving Service Quality
There are factors that influence service quality, including: 1. Identify the main determinants of service quality Every service company needs to strive to provide the best quality to its customers.For this reason, research is needed to identify the main determinants of service quality from the customer's point of view, such as physical facilities, number of employees, responsiveness, protection, speed and accuracy in service, approach to guests and means of communication.

Manage customer expectations
It is not uncommon for a company to exaggerate its communication messages to customers with the intention of getting them hooked.Things like this can boomerang for companies, therefore there is one thing that can be used as a guideline, namely not promising what cannot be delivered but providing more than promised.

Managing Evidence (Evidence)
Management of service quality evidence aims to strengthen customer perceptions before and after services are provided.Evidence of service quality in the form of physical service facilities, appearance of the service provider, financial reports and company logo.

Educate Consumers About Services
Helping customers to understand a service is an excellent effort to convey service quality.Guests who are more educated will be able to make better decisions, therefore guest satisfaction can be higher.

Develop a Quality Culture
Quality culture is an organizational value system that creates a conducive environment for the establishment and continuous improvement of

Creating Automating Quality
The existence of automation can overcome the variability of service quality due to a lack of human resources, even so before deciding to do automation.Companies need to carry out careful research to determine which parts require a human touch and which require automation, to avoid automation that covers all services.

Follow up on services
Following up on services can help isolate aspects of the service that need improvement.Companies need to take the initiative to contact some or all customers to find out their level of satisfaction and perception of the services provided.Companies can also make it easy for customers to communicate, both regarding their needs and complaints.

Develop a service quality information system
A service quality information system is a system that uses a variety of research approaches in a systematic way to collect and disseminate service quality information to support decision making.The information needed covers all aspects, namely current and past data, Quantitative and Qualitative, Internal and External, as well as information about the company and customers.

Definition of Satisfaction
According to Tjiptono (2015: 146) satisfaction is a person's feelings of pleasure or disappointment that arise after comparing perceptions of the performance (results) of a product with their expectations.
According to Kotler and Keller (2018: 138) satisfaction is a person's feeling of pleasure or disappointment that arises from comparing the perceived performance of a product (or result) to their expectations.
According to Richard (In Sudarsito 2014:3) satisfaction is the customer's perception that their expectations have been met or exceeded.Customer satisfaction is the customer's opinion that by using a particular company's product their expectations have been met.
Based on the definition above, it can be concluded that satisfaction is the expectation and performance that results in a product for the customer, where the customer believes about what he will receive if the customer buys and enjoys the dish.

Satisfaction Indicators
According to Kasmir (2016: 217)  This relates to the quality of services which can be seen from physical evidence, such as buildings, facilities, officers or employees and so on.

b. Empathy
Service quality includes ease of communication and understanding of customer needs and wants.Such as willingness to help customers, respond to customer requests, and attention to customer needs and interests.

c. Reliability
This relates to service quality including trust in institutions, accuracy of customer records, and customer trust in employees.It can be concluded that reliability is the company's ability to provide services to customers as promised accurately, reliably, consistently and with speed in service.

d. Responsiveness (Responsiveness)
Service quality can be seen from its ability to help and provide fast (responsive) and appropriate service to customers.

e. Guarantee or certainty (Assurance)
This relates to the company's promises to customers, such as determining the time for providing services, transaction security, determining operating times and certainty of services provided to customers.

Empirical Studies
In this empirical study, researchers discuss 3 studies that have been conducted previously.what is done between one employee and another is no different.
Based on the three studies that have been carried out above, the similarity of the three studies with the author is that the importance of service quality for each employee in a restaurant is the main element where the supervisor's efforts are very important in motivating, providing training in accordance with the SOP (Standard Operating Procedure) applicable in restaurant, while the difference between the three studies above and the research conducted by the authors is the difference in the place and time of the research conducted by each author.

Dining and Drinking Facilities
Hotel Indigo has many outlets such as a coffee shop, restaurant, bar and even a beach house.The following outlets are owned by Hotel Indigo Bali Seminyak Beach, namely: 1. Makase Restaurant is open (06.30-23.00).Serves: Breakfast (Breakfast), Lunch (Lunch), Dinner (Dinner), which provides food and drinks with the concept of Asian & Indonesian food.
2. Pottery Café opens hours (06.30-18.00),Serves: Breakfast (Breakfast), Lunch (Lunch), Afternoon tea, and also the pottery café serves afternoon tea from 14.00-17.00where guests can enjoy tea and coffee as well various kinds of pastries.Pottery café has ceramic displays from kevala ceramic with unique designs and different types.
3. Tree Bar opens hours (11.00-23.00)which provides various kinds of wine, beer, cocktails, mocktails, juices, local and foreign champagne, besides various drinks, there are also salads and snacks (Range of salad & finger food) .

Cave By
The Pool is open (09.00-18.00)serving snacks such as French fries, burgers, as well as cocktails and mocktails.Opening hours start from (09.00-18.00)

5.
Home Delivery is open 24 hours, Serving: Breakfast (Breakfast), Lunch (Lunch), Dinner (Dinner), which provides a variety of ala carte foods.
Home Delivery itself is a service system from the hotel so that guests can enjoy food or drinks in their rooms.7. Salon Bali is a fine dining restaurant that serves a mixture of Balinese and western food and is open from 18.30-22.00.

Support Services
The supporting services at Hotel Indigo that can pamper guests while at the hotel include: And open from (07.00-19.00).
e. Secret Garden Pool is a swimming pool specifically for guests staying at the hotel only.
f.The ballroom is used for conferences and certain events, including Kama Veda, Saka and Naya.c. Grind fresh coffee beans to be processed into coffee.
6. Waiter/waitress a. Providing food and beverage services to all guests who come to the outlet.
b. Ensuring that all services provided are in accordance with applicable standards and procedures.
c. Check the comfort and satisfaction of guests who come to the outlet.
the restaurant so that it runs smoothly according to the SOP (Standard Operating Procedure) that has been implemented.

The Bread & Crackers Service
After the food order is taken and entered into the system, bread/crackers must be brought to the guest's table, must be explained together and must be served to the guest after 2 minutes after taking the order.

Adjusting Cover
A selection of cutlery is available on the table.If necessary, adjust the cutlery according to the meal order before serving food.With the Standard Operating Procedures (SOP) above created by the management team for restaurants, it is hoped that waiters will provide service according to the standards that have been provided, so as to reduce guest complaints.

The
operations and provide directions for the afternoon shift.The supervisor's efforts in giving briefings to waiters to overcome obstacles in the form of wrong order writing and lack of mastery of the menu owned by waiters, but the briefing cannot be followed by all waiters and hostesses because they have to do their job in the restaurant.

Providing TMT (ten minutes training)
Supervisors provide ten minutes training to waiters regarding product knowledge (knowledge about products) sold at the Makase Restaurant.This training is carried out every day after the briefing.Knowledge about products is provided by supervisors from food to drinks sold at Makase Restaurant, which aims to enable waiters to increase their knowledge about the products being sold and be able to sell products to visiting guests.This is a form of effort from supervisors to overcome obstacles in the form of a lack of mastery of the menu.
owned by the waiter.

Provide training to waiters
Supervisors provide training to waiters on how to take orders and product knowledge, especially when launching new menus sold at Makase Restaurant.
Training is conducted twice a week (Mondays and Thursdays) for 1 hour.each training is held in the meeting room, while the training schedule is set by the supervisor so that all waiters can attend the training.
Material provided by the supervisor on how to take good orders, use the correct vocabulary when explaining the menu, be confident, recommend the best food and drinks in the restaurant.After recording the order, don't forget to repeat the guest's order to avoid mistakes.
Material product knowledge (knowledge about the product) supervisor explains about food and beverage ingredients used for garnishes, presentation and cutlery used, and also waiters are required to taste food (food testing) that has been prepared by kitchen staff to make it easier for waiters to explain the menu it to guests.After completing the training, the waiter will take part in an oral evaluation according to the material that has been presented.For waiters who are considered to have passed the supervisor will be given a reward in the form of a thank you for having attended the training properly.Those who have not been deemed to have passed will be given time to study and will take another test the next day during the briefing.

Additional training personnel
The addition of training personnel in the bar and kitchen is carried out by supervisors in an effort to overcome delays in service with the hope that delays in service can be overcome.
quality.There are several factors that can facilitate and at the same time hinder the development of quality services, namely: a. Humans, for example job descriptions, selection, training, people, rewards/salaries, career paths.b.Program, including complaint handling, management tools.c.Internal communication and external communication, consisting of good skills, procedures, communicating policies and feedback within the organization.
Suite is a room type that has an area of 62 sqm overlooking the swimming pool and hotel building which has 17 king size beds & more complete facilities.b.Tirta Suite is a room type that has an area of 70sqm and has a partial view of the beach (partial ocean view) which has 3 king size beds & more complete facilities.c.The Sagar Suite is a room type that has an area of 111sqm and has garden views, which has 3 king size beds & more complete facilities than the other suites.Examples such as a spacious living room with a large sofa, lounge chairs on the balcony.2. Villas a.One Bedroom ( 17 villas) Wangsa villa is a type of room that has an area of 270sqm and has views of tropical gardens, Jacuzzi, private swimming pool, sun deck, living room and is equipped with IPTV (Internet Protocol Television) and this Wangsa villa has 1 king size bed per villa b.Two Bedroom ( 2 villas) Maha villa is a type of room that has an area of 800sqm and has views of tropical gardens, Jacuzzi, private swimming pool, sun deck, living room and equipped with IPTV (Internet Protocol Television), and this maha villa has 1 king bed size & 1 twin bed size per villa.and has more complete facilities.
for all operations including facilities, revenue, and guest satisfaction.b.Responsible for the quality of products and services from the Food and Beverage Department.c. Report everything related to operations directly to the General Manager.2. Ast Outlet Manager/Head Barista a. Responsible for managing operations within the outlet.b.Provide directions to all waiters/ss and bartenders.c.Make a work schedule for all staff, DW and trainees.d.Report all matters regarding operations at the outlet to the Manager.3. Supervisors a. Responsible for assisting the FB Director in directing and overseeing operations.b.Provide directions to all outlets regarding operations.c. Provide reports to the FB Director regarding daily operations.4. Captain a. Handling complaints or guest complaints.b.Provide employee appraisal reports to the asts outlet manager.c.Handle mentoring or training of new employees.5. Baristas a. Serving guests and taking orders.b.Making drinks ordered by guests such as tea, latte, cappuccino, and many more.

TABLE 1 .2 LIST OF GUEST COMPLAINTS PERIOD JANUARY 2022 -JUNE 2022
Based on the data above, it can be concluded that most of the guest complaints at the Makase Restaurant in January-May 2023 were caused by the length of time guests were waiting for the food they ordered.
From the discussion above, the authors are interested in conducting research with the title "Supervisor'

Table Service Table
Service is one way of serving food on the dining table.This type of service is the oldest and most commonly used service in a restaurant.The Table Service service system has many varieties, ranging from official to unofficial presentations.Table Service can be divided into several sections, Trianata's research (2022)entitled "Supervisor's Efforts in Improving the Quality of Waiter Service at Husk Restaurant The Royal Beach Solikhan and Putri's research (2014) entitled "Efforts to Improve Restaurant Services in Serving Guests at the Jogjakarta Plaza Hotel" can be concluded that the hotel always holds regular briefings.solve problems together what is felt lacking during work.To increase knowledge, employees also receive a Task Break Down from the supervisor, which is how to do the job in detail, for example how to serve tea to guests, how to polish glass ware, and so on, so that Cave Explorer is a supporting facility owned by Hotel Indigo Bali Seminyak Beach.At Indigo Cave Explorer there are several activities for children which are different every day.b.Health Club is a fitness or gym facility that can be accessed using a room key (key card) with a 24-hour opening hour.
c. Sava Spa is a spa owned by Hotel Indigo Seminyak Beach, which has various types of massage, medicure and pedicure treatments.Sava spa is open from (09.00-09.00)d.Main Pool is a swimming pool for guests staying at the hotel or visitors.
The task carried out by the supervisor is to plan the implementation of the waiter's duties, use authority appropriately, openly and transparently, and strive for maximum work results.In addition, another task carried out by the supervisor is to find out feedback from guests regarding guest experience, handle guest complaints according to procedures, and also assess the level of satisfied guests who have enjoyed the services and facilities of the Makase Hotel Indigo Restaurant.To implement this task, the supervisor provides Standard Operating Procedures (SOP) to waiters so that all waiters have the same standard of work.Show the bottle to the table with the label facing the guest before opening the bottle.Offer the person ordering the wine (the host) a taste before pouring it to the other guests and always serve the lady first and the host last.Store white wine in an ice bucket by the table, in case red wine leaves the bottle on the table.
b. Use clear, precise and correct vocabulary when explaining, suggesting and explaining the menu to guests.c.Always be confident in front of guests so that guests feel knowledgeable.

The Table Maintenance a
. Clean the table according to the guest's agreement, if the guest is finished with all the dishes, clean all the utensils on the table.b.Put dirty plates in the designated place, then go back to tidying the table, after the table is tidy, take out the salt & pepper and put them in the designated place..Hotel Logo Pens must be used.d.Pay attention to ensure that bills are handled promptly e.Once the bill is collected with payment, complete the transaction and return to the guest within 3 minutes.f.Thank the guest for visiting when returning the bill.
b. Excuse guests every time they serve food and confirm and repeat the guest's order every time they serve food on the table.7.c

table a .
The waiter uses the tray to clear the table.b.The table is wiped with a cleaning cloth.c.Consistently rearrange tables after guests have left.