CHAPTER III

THE DESCRIPTION OF THE COMPANY

3.1. Brief History of the Company
Garuda Plaza Hotel is located on Jl. Sisingamangaraja No. 18 Medan
20213 - North Sumatera Indonesia. The establishment of Garuda Plaza Hotel
begins with the establishment of an inn called Garuda rentals. Inn founded in 1958
by Mr. Haji Muhammad Arbie. Perhaps because the systems management and
others concerning the overall hospitality is not understood yet, make a motion inn
rather slow and halting. Year to year, managers are trying to increase the presence
of the rentals, so that in 1970 inn already has 58 rooms equipped with amenities
that other rentals.
This inn was a small venue, after changing from inns to hotels showed an
amazing level of progress. The change of status of the Inn to the hotel can
definitely not be released and the improvement in hospitality management system
owned managers. Even in 1973, the rooms in the hotel seemed to demand by
guests, both domestic and foreign. Seeing this situation, it seems that the founder
had a business initiative jelly and topnotch.
Hotel construction followed by the construction of a motel and 15 rooms
plus 18 new rooms again bringing the total to 33 rooms that can accommodate any
guests who want to stay at that time.
It was only on June 22, 1978 was rebuilt Garuda Plaza Hotel which took
place opposite the motel and has 95 guest rooms. Because of the large number of
rooms are good and complete facilities owned by the hotel, making the hotel into
an international hotel. It is based by the facility and the number of rooms available
54

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on the hotel International standard. Creating a stream of increasingly booming this

in the hotel. Then in 1982 held as many as 59 additional rooms. So in that year
already has 154 guest rooms. After the founding of Garuda Plaza Hotel and
Garuda Hotel, motel existence seems less efficient, due to its location adjacent to.
So after motel Garuda in the lid, then held at the Garuda Hotel room
additions. In 1998, changed its name Garuda Hotel Garuda Citra Hotel which has
68 rooms. In 2008 held the renovation and new buildings in the manufacture of
Garuda Plaza Hotel which makes the total number of rooms Garuda Plaza Hotel
to 236 rooms.

Figure 3.1. Garuda Plaza Hotel Logo

Garuda Plaza Hotel has the vision to Placing Garuda Plaza Hotel as one of
the recognized hotel presence in the World Hospitality & Society. And has
mission Creating a Good Image and rankle to go back using hotel amenities.
Furthermore, Garuda Plaza Hotel has the strategy to creating an atmosphere of
familiarity and comfort for guests who use hotel facility.
Garuda Plaza Hotel offers various rooms with comfortable beds facilities,
decorative lamps, decorative table, painting, wardrobe, shoe racks, large mirrors,
toilet complete with sink and shower, and a large mirror in the toilet.
In addition to the room facilities, visitors can also enjoy the facilities in the
hotel, such as a pool, and breakfast in the Garuda Plaza Hotel restaurant for two

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person. Room comfort and security is a major factor hotel services. It was also
applied by Garuda Plaza Hotel. The security system in every room of the hotel
using a sophisticated form of key cards.
The room amenities that visitors can enjoy, including internet network that
is fast, air-conditioning, a bathroom using a bathtub, there is also a hair dryer with
a towel wash their hands, the various purposes of the bath, is also equipped with
laundry facilities, a refrigerator complete with a variety of contents, mini bar, and
the various other facilities.
In addition to the rooms as the main facility, visitors can also enjoy some
additional facilities that makes you more comfortable, such as a swimming pool,
sauna, steam, and Gym which is a facility that is always present in a 3 star hotel
Meeting room and a large parking area complements hotel facilities of this type.
From the location, the hotel GPH fairly strategic location. About 100 meters away
from the tourist attractions Masjid Raya Medan, Deli Taman Medan and Medan
Maimun Palace.
3.2. The Organization Structure of the Company
The

typically

hierarchical

arrangement

of

lines

of

authority,

communications, rights and duties of an organization. Organizational structure

determines how the roles, power and responsibilities are assigned, controlled, and
coordinated, and how information flows between the different levels of
management.
A structure depends on the organization's objectives and strategy. In a
centralized structure, the top layer of management has most of the decision
making power and has tight control over departments and divisions. In a

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decentralized structure, the decision making power is distributed and the

departments and divisions may have different degrees of independence. A
company such as Proctor & Gamble that sells multiple products may organize
their structure so that groups are divided according to each product and depending
on geographical area as well. An organizational chart illustrates the organizational
structure. The writer would like to attach the organizational structure of Garuda
Plaza Hotel:
Source: Garuda Plaza Hotel (2016)

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3.3. The Job Description of the Company

Job descriptions are an essential part of hiring and managing employees. It
is an introductory written for employees on what to do in the future. It describes
the major tasks of employees job in the position. Every company or organization
should have their own orgaization structure to have them work effective and
efficiently to achieve the company vision. Not different from any big company, a

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small to average travel agent should have their own organization chart, even
though it is much more simple than any other company. Because by structure, the
employees should know where and what duties in the department, preparation of
organizational can also facilitate the employees, and the employees also know
what should they tell or do if they have difficulty in their works, so that it is still
can be done in a section or department, and not causing any problem in the
company.
The following is the job description of the Food and Beverage division of
Garuda Plaza Hotel:
1. Position: F&B Manager
Superior: General Manager/ Executives
Subordinate: Food and Beverage Assistant Manager,
Job Description:

Responsible directly to Executive Assistant Manager of Operations and

General Manager for the oversight function and the F & B Department.
Good operational facility sales of food & beverage outlets and other
facilities that will benefit profit to the company / department.

Reporting directly to the General Manager, Executive Assistant Manager

either on jobs, tasks or instructions given. As well as coordinating the
work and activities with other Department Head.

Fully responsible for the smooth operation and administration of the Food
& Beverage Department.

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Define and establish an internal working conditions Food & Beverage

Operational and accountable to the Management.

Make Food & Beverage business plan and submitted it to the Operational
Management for approval.

Take the policy in every difficulty encountered by the Food & Beverage
Operational officer in performing everyday tasks.

Supervise and cooperate with the Contractor kitchen Cook chief in terms
of making the menu, price and appearance of food (garnish), hygiene,
promotion of food / drinks etc.

Make work schedules of employees at each outlet to be used in the period

of 1 (one) month.

Make appraisal of each employee Food & Beverage Operational, made an

order overtime, leave arrangements etc.

Provide guidance-guidance and motivation to employees Food &

Operational leverage to suit the operational smoothness week.

Create reports daily / weekly / monthly to the management of the

Operational, Administrative employees of the Food & Beverage
Department.

Reservation Receiving / negotiating prices for Banquet and Convention

Hall

2. Position: F&B Admin

Superior: F&B Manager, Executives
Subordinate: Supervisors

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Job Description:

Directly reporting to the F & B Manager, being responsible in assisting the

internal administration of the Food & beverage Department in accordance
with the Company policies & procedures.

Performing office support and secretarial duties.

Preparing minutes of meetings and following up on the tasks assigned to

other colleagues.

Handling and following up on all F & B related shipment orders, purchase

orders cash vouchers etc.

Working closely with the reporting manager/supervisor in marketing

specials, menu items and events in the restaurants/cafes.

Writing or drafting correspondence, reports, documents and/or other

written materials related to F & B.

Handles other administrative tasks as required by management

Responsible for all new F & B related employees ticket booking,

accommodations or any other necessities.

Writes or drafts correspondence, reports, documents and/or other written

materials.

Types and prepares reports or other written materials from source

documents, transcription, etc.

Handles other administrative tasks as required by management

Any other related duties / projects assigned by the direct supervisor from
time to time to meet the business exigencies

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Provide administrative support to the F&B department with particular

emphasis on casual staff coordination and event preparation

Regular liaison with staffing agencies.

Discuss and book casual staffing requirements for both kitchen and front
of house.

Management of staff check in

Ensure all staff meet legislative, payroll and other RAS requirements.

Menu card preparation for all required events

Post event staff review & operational duties

3. Position: Assistant Manager

Superior: Manager Department
Subordinate: Supervisor, Captain Waiter
Job Description:

Assist Head Department which is thoroughly in running the operational

administration Food & Beverage Department.

Replaces Food & Beverage Manager task if unable to attend, day off. On
leave or for other purposes.

Implement and coordinate daily control over the execution of tasks and
jobs that have been outlined by the Department Manager.

Reported employment difficulties experienced by members of the Food &

Beverage Operational in carrying out duties in both the operational and
administrative.

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Asking proposals to the Department Manager is based on observations and

research carried out every day for the sake of administrative and
operational smoothness.

Acting as acting manager if the manager concerned is not in place such as

leave, sickness, and others, as well as take responsibility for the
operational

implementation

of

Food

&

Beverage

Operational

administration to Management.
4. Position: Restaurant/ Coffee Shop Supervisor
Superior: Department Manager & Assistant Manager
Subordinate: Waiter, Clerk
Job Description:

Responsible for the smooth operational / administration of each outlet is

subordinated to the Department Manager.

Responsible for security and surveillance equipment inventory tools that

used by each Outlet.

Acted upon work orders of Assistant Food & Beverage Manager

Department

Provide an assignment to the members, for example: cleaning, preparing,

serving.

Supervise / coordinate the execution of duties of each member in

accordance with the assignment that has been given.

Complete daily supplies the tools needed in implementation of operations /

administration at each outlet each.

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Overcoming difficulties encountered members in carrying out the work.

Keep an eye on the quality of food and beverages and garnish in

accordance with the standards will be presented to the guest.

Report to superiors

all the events

concerning the operational

administration and personnel at each outlet

Cooperate with relevant departments officers for operational smoothness.

Create a daily report to be reported to the Manager Assistant Manager

Food and Beverage Department.

Provide instructions and guidance to each member at each Outlet.

Set / schedule / time schedule members of the implementation of tasks in

one month and begged to be approved by the Department Manager.

5. Position: Captain Waiter

Superior: Assistant Manager
Subordinate: Waiter, Clerk
Job Description:

Responsible for the smooth operations / administration of outlets Coffee

Shop / Restaurant.

Responsible for the supervision and safety equipment / inventory /

equipment that is used in the Coffee Shop Restaurant.

Carry out work orders from the Manager / Asst Manager Supervisor Food
& Beverage Department.

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Provide an assignment to the members. for example: Preparing, serving,

cleaning to guests.

Supervise and coordinate the implementation of the work that has been
given to the members in accordance with the provisions or affirmation
given.

Complete the daily equipment required for the implementation of

operations / administration Coffee Shop / Restaurant.

Welcomes and provide Greetings to the guests who will enter Coffee
Shop / Restaurant or already seated and introduced himself and made
contact communications required before and after implementation of the
service.

Overcoming difficulties in the execution of duty members.

Keep an eye on the quality of the food and beverage as well as garnishes
that will be presented to the guest.

Received an order (meal reservation directly from guests and when the
knock on the price (under standard predetermined) should be reported to
the Manager (supervisor) for approval.

Reporting to the boss of all the events that impede the course of operations
and when the boss was not on duty all adverse events are reported to the
Duty Manger duty to mitigate them.

Cooperate with officials Outlet / other for the smooth operational

department.

6. Position: Waiter

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Superior: Captain/ Restaurant Supervisor

Subordinate: Job Description:

Carry out the duties given by Captain Waiter Restaurant.

Serve food and drinks ordered guests at the restaurant.

Responsible for any services provided to guests.

Following the procedure of service (SOP) applicable in Restaurant.

Carry out a thorough Cleaning equipment room furniture. Lena etc.

Setting up other tools needed in service e.g. backup Napkin, pepper mill,
condiment menu, sauce-sauce etc.

Set-up a table that will be used to obtain services.

Always alert will lack the tools dining guests and act quickly in each
service order (order).

Repeating guest orders (order) to avoid the complaint.

Work closely with fellow members in each line of duty.

Report to Captain Waiter when the execution of tasks in trouble.

7. Position: Room Service Supervisor

Superior: F&B Manager, Asst. Manager
Subordinate: Captains, Waiters
Job Description:

Oversee all aspects of the daily operation of the hotels Room Service
operation.

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Supervise all Room Service personnel.

Respond to guest complaints in a timely manner.

Work with other F&B managers and keep them informed of F&B issues as
they arise.

Organize all documentation for shift work on a daily basis including preshift reports, daily training topics, shift floor plan, requisitions for
beverage, food and sundries and manage labor on a daily basis through the
time management system.

Ensure all staff are meeting all established standards of service through
ongoing and recurrent training systems

Monitor and test service skills of staff, retrain and reinforce all standards
on food and quality and service details daily. Provide feedback and
appraisals as necessary.

Coordinate and monitor all phases of Loss Prevention in the Room Service
operation.

Ensure the training of department heads and employees on SOPs, report

preparation and technical job tasks

Monitor and supervise the mini-bar department.

Ensure effective communications between each shifts.

Supervise the room service area in order to attract, retain, and motivate the
employees.

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Ensure optimal level of service, quality, and hospitality are provided to

guest.

Regularly review house counts, forecast and VIP list and maintain the
confidentiality of the hotel and its guests

Ensure the timeliness and accuracy of the amenity set-up and delivery.

Ensure compliance with all local liquor laws, and health and sanitation
regulations.

Ensure that Hospitality Suites are being set-up, serviced and broken down
in a timely manner and according to instructions

Ensure all staff are meeting all established standards of service.

Monitor and maintain cleanliness of In-Room Dining areas and work areas

Plan and conduct meetings for outlets on a monthly basis to ensure staff is
correctly communicated with and that staff are consistently trained and
well-motivated. Attend interdepartmental meetings to ensure good cross
communication between departments.

Assist in the development of marketing initiatives, menu items, and other

items to stimulate growth in sales for each outlet and a variety of latest
market developments.

Be aware of and assist to control current budgeted and forecasted

revenues, payroll, and product costs.

Ensure all current Accounting and Human Resources policies are being
adhered to. Report any issues or grievances to the Director of Restaurants
and or Human Resources.

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Assist in maintaining all Micros programming for food and beverage

outlets.

Perform any other reasonable duties as required and directed.

Must be able to effectively communicate both verbally and written, with

all level of employees and guests in an attentive, friendly, courteous and
service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns

raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet

deadlines.

Approach all encounters with guests and employees in an attentive,

friendly, courteous and service-oriented manner.

Maintain regular attendance in compliance with High gate Hotel

Standards, as required by scheduling, which will vary according to the
needs of the hotel.

Employees must at all times be attentive, friendly, helpful and courteous to

all guests, managers and fellow employees.

Prepare and submit required reports in a timely manner

8. Position: Captain Room Service

Superior: Assistant Manager
Subordinate: Waiters
Job Description:

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Responsible for the implementation of operational tasks Administration

Room Service.

Responsible for the supervision of tools / equipment inventories used by

Room Service.

Carry out work orders from Manger / Asst. Manager supervisor Food &
Beverage Department.

Give the command execution of tasks to members for Preparing, serving,

cleaning etc.

Supervise coordinate implementation of the work of each member in

accordance with the assertion that given previously.

Meet / oversee daily supplies the tools needed in implementation of

operations / administration Room Service

Keep an eye on the quality of food and beverages also garnish booked by
guests via Room Service, as well as complementary tools completeness
food / beverage adapted to navigation booked by guests.

Every time perform the control to the floor (check) used equipment for
guests who have been issued officers Room Boy in every guestroom.

Work with attendant Housekeeping (floor supervisor / Room Boy / Maid)

for the collection of dirty tools that were on the floor to be placed to the
station floor.

9. Position: Order Taker Room Service

Superior: Supervisor
Subordinate: -

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Job Description:

Special charge of receiving orders (orders) of the guest rooms are either in
the form of food / drinks and more are available in Room Service

Responsible for the implementation of the order taker to Captain Waiter

Room Service.

Make an order slip to the kitchen for a booking and to cashier for
manufacturing Guest Check / Bill according to the types of menus and
order quantity.

Fill the book order book Room Service with each order received

Help Waiter jobs for the conduct preparing cleaning equipment and others.

10. Position: Banquette Supervisor

Superior: F&B Manager, Assistant Manager
Subordinate: Banquette Captain, Waiters
Job Description:

Achievement of budgeted food sales, beverage sales and labor costs.

Achieve maximum profitability and over-all success by controlling costs and

quality of service.

Participation and input towards F & B Marketing activities.

Control of Banquet china, cutlery, glassware, linen and equipment.

Completion of function delivery sheets in an accurate and timely fashion.

Help in preparation of forecast and actual budget function sheets.

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Completion of forecast and actual budget function sheets, Function Summary

Sheets and weekly payroll input.

Completion of weekly schedules. Schedule staff as necessary to ensure adequate

and consistent levels of service.

To supervise and co-ordinate daily operation of meeting/banquet set-ups and

service.

Completion of Banquet Bar Requisitions.

Maintaining the Hotel Bar control policies and completion of necessary forms.

Following of proper purchasing and requisitioning procedures.

Follow-up each function by completing a Function Critique and submit to the

Sales & Food and Beverage Manager.

Attendance and participation of weekly F & B meeting and Department Head

meeting.

To assist in menu planning and pricing.

Supervision of Banquet Bar Requisitions.

Responsible for Hotel Bar control policies and completion of necessary forms.

Consistent check of Banquet Food and Beverage quality, Banquet services and
Plate presentation.

Quality of meeting room set-up.

Liaise on an on-going basis with the Food and Beverage Manager to ensure all
client needs and requirements will be met.

Work with the Chef and Head Server to ensure all arrangements and details are
dealt with.

Greet the customer upon arrival.

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Dealing with customer complaints.

Inspection of Meeting Room prior to guest arrival ensuring that client

specifications have been met.

Co-ordinate the general housekeeping of the Ballroom, Lower Lobby, Lower

public washrooms, kitchen, storage areas, entrance areas, etc.

11. Position: Banquette Captain

Superior: Supervisor
Subordinate: Job Description:

Responsible for the implementation Banquette operation / administration.

Responsible for security. maintenance Equipment Inventory, Linen, Chair

of Banquette and Convention Hall and others.

Carry out work orders from the Food & Beverage Manager.

To coordinate services, provision of food / beverage and other facilities on

each occasion Banquette, party, Meeting, Outside catering and others.

Submitting proposals and suggestions for additions, improvements

necessary facilities to the Food & Beverage Manager.

Complete daily equipment and supplies for use in daily operation and
administration by making Requisition addressed to Store Hotel and earlier
must approve by the Food & Beverage Manager.

Make a report of any damage alat0alat implementation service activities,

guest Complain and other trouble to the Manager of Food & Beverage.

Each event will be held Banquette operation environment must first:

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Make a proposal to the Food & Beverage Manager to use additional

personnel in service as well as the amount needed.

Creating demand for appliances in the steward with the number and
type required.

To coordinate the arrangement of the room is done Banquette area

members, officers House Keeping, sexy Decoration according to the
sketch and the desired shape by a

Coordination of cooperation with other department personnel. For

example: House Keeping, Front Office, Engineering Maintenance,
Security and more.

In an vacant (no Banquette and other activities) to be maid Banquette

Supervisor Food & Beverage Manager.

Addressing the guests complain over shortcomings in terms of service in

any event using Banquette facilities.

12. Position: Coffee Shop Waiter

Superior: Subordinate: Job Description:

Carry out the duties given by Captain Waiter Coffee Shop.

Serve food and drinks ordered guests at the Coffee Shop.

Responsible for any services provided to guests.

Following the procedure of service (SOP) applicable at the Coffee Shop

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Carry out a thorough room Cleaning equipment, furniture, etc.

Setting up other tools needed in service e.g. backup Napkin, pepper mill,
menu, condiment, sauce-sauce etc.

Set-up a table that will be used to obtain services.

kept up alert dining guests, and act quickly in each service order (order).

Repeating guest orders (order) to avoid the complaint.

Work closely with fellow members in each line of duty.

Report to Captain Waiter when the implementation of the tasks get into
trouble.

13. Position: Waiter Banquet

Superior: Captain Waiter
Subordinate: Job Description:

Carry out the duties given by Captain Waiter Banquet, such as: Preparation
Lay Out Room, Skirting, Equipment Furniture etc.

Serve food and beverages were booked guests for banquets.

Responsible for any services provided to guests.

Following the procedure of service (SOP) in the Banquet room.

Preparation thoroughly room such as equipment, linen, furniture and

others to be inventory Banquet when necessary according lay out the
desired subscriber / customer.

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Preparing other necessary tools in service e.g. guest, napkin back, menu,
paper mill, water jug, sauce condiment, tray, rally, side stand etc.

Set up a table that will be used to obtain services.

Ready at each station before the service.

Stresses fineness, softness service, polite, friendly and always show

respect to every guest.

Always beware the lack of guests are being served while the waiter was
not justified too far away from guests who were served.

Working closely with fellow members in performing the task.

Reporting to the Captain if given the difficulty in performing the task.

14. Position: Supervisor Steward

Superior: Captain Waiter
Subordinate: Steward, Dishwasher
Job Description:

Responsible for the administration of stewarding which is an equipment

store of the Food & Beverage department.

Responsible for the security equipment that becomes Stock Steward.

Carry out work orders from the Food & Beverage Manager.

Completing Bon requests / loan items created by Supervisor Captain of

each outlet Food & Beverage department.

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In special events, for example: dinner party, and other party Weeding.
Supervisor Steward became coordinator supervisor for security and
cleaning Equipment.

Hold a stock of names and cooperate with the supervisor / captain waiter
at each outlet regularly once a week. Subsequently held a general stock of
name once in every end of the month, which is to be implemented jointly
by the supervisor, clerk Food & Beverage operation and Controller
(Dispute Resolution) and with captain waiter.

Help control the instruments from room service the equipment in clean-up
by officers room service or housekeeping each and every floor.

Apply proposals and suggestions to the Food & Beverage Manager either
for the addition, replacement, lending and other matters concerning the
Equipment or outlawry F & B.

Dishwashing operation in surveillance supervisor steward if it is among

the tools broken by officer / dishwasher in this case should make note of
the report on the incident.

Make Monthly meeting equipment to the Food & Beverage Manager.

15. Position: F&B Office Clerk (Cashier)

Superior: F&B Manager
Subordinate: Job Description:

Carry out tasks assigned by Manager Assistant Manager.

Make Food & Beverage Daily Sales Report.

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Make a request to the department concerned.

filing all incoming and outgoing mail

Collect Daily F & B Sales Report from the F & B outlets and reported to
the FBM / Assistant FBM

Make a Request Stationaries, taking goods to the Store for purposes of F &
B.

Make Payment Request for Entertainment 2 X month

Make a Payment Request for dishwasher 1 X month.

Take the money you pay and the service end of each month (at the time of
payment of salaries).

Make a Request Repair & Maintenance and Purchase Request.

Make Bulletin function and work orders and distribute them to the
Department / outlet concerned.

Make Weekly / Monthly Report.

Report to FBM / Assistant FBM each challenged.

16. Position: Steward

Superior: Supervisor
Subordinate: Job Description:

Set the use of manpower to the needs of operation

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Make a schedule of cleaning equipment service, equipment stencils,

storage dirt, ice box refrigerator within the food & beverage in accordance
with the applicable schedule.

Setting up a service tool supplies with attendant kitchen, restaurant in

accordance with service standards to meet the operational needs and
function.

train subordinates in the use of detergent and cleaning properly use the
machines.

Monitor and maintain inventory of tools and equipment to ensure the

smooth operation.

Carry out data collection, use of tools, working together with cost control
in order to know the costs have been incurred.

Set the repair of all equipment with the engineering department in order to
be ready for use in accordance with the standards of safety and job
security.

Restructure the preparation of such tools, so as to facilitate retrieval and

return.

Supervise the execution of tasks subordinates in order to achieve a good

working and safety.

Following the inspection in accordance with a predetermined schedule

Determine his staff were given the assignment as a member of the fire
brigade at the time.

Work on other matters given the direct supervisor.

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