THE IMPORTANCE OF A GOOD BARTENDER AT MUSRO OF THE SUNAN HOTEL SOLO

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1 digilib.uns.ac.id THE IMPORTANCE OF A GOOD BARTENDER AT MUSRO OF THE SUNAN HOTEL SOLO FINAL PROJECT REPORT Submitted as a Partial Requirement in Obtaining Degree in the English Diploma Program, Faculty of Letters and Fine Arts Sebelas Maret University By : Wahyu Nugroho A.S C ENGLISH DIPLOMA PROGRAM FACULTY OF LETTERS AND FINE ARTS SEBELAS MARET UNIVERSITY SURAKARTA 2012 i

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4 digilib.uns.ac.id MOTTO Motivation and determination are the key of achievement. Triying is better than doing nothing If the facts don t fit the theory, change the facts (Albert Einstein) Life is stunggle that should be fought, Life being more beautiful when it is reached by fighting Do what you can do today, never put off until tomorrow, just believe god will help you and give you the best in your life until the time comes iv

5 digilib.uns.ac.id DEDICATION This final project report is proudly dedicated to: My beloved parents My beloved brother and sister v

6 digilib.uns.ac.id PREFACE Alhamdulillahirobil alamin...finally I could finish this final project report. I would like to thank to Allah SWT for the blessing. I also gratitude to everybody who has supported in finishing the final project entitled The Importance of A Good Bartender at Musro of The Sunan Hotel Solo. The final project contains my experience when doing job training in Musro The Sunan Hotel Solo. I chose this topic because there are many activities performed by the bartender who can be learnt especially how to socialize to many different people everyday. I describe the duties of bartender, explain how to be a good bartender, and explain the problems appeared during the job training and the solutions. Finally, I realize that this final project is far from perfect. I will appreciate and accept any devices and constructive criticisms. So, I open to any criticism and suggestion from the readers for the betterment of the final project. Surakarta, January 10, 2012 Wahyu Nugroho A.S vi

7 digilib.uns.ac.id ACKNOWLEDGEMENT To ALLAH SWT the Almighty, as the owner of all the wonderful things in the world, my biggest honor will come. ALLAH SWT, who gives all the blessing in my strengths and weaknesses to finish my final project report entitled The importance of a Good Bartender at Musro of The Sunan Hotel Solo. Without ALLAH SWT, I am nothing, To my academic consultant, Dra. Sri Kusumo Habsari, M. Hum, Ph.D. I thank you for giving me guidance, advice and solutions, and making my paper well completed. I also thanks to my academic supervisor, Dra. Susilorini, M. A, who has given advice for the advancement in my study. As a human being I cannot live on my own. There are lots of people who give love, support, and encouragement to me. I would like to thank these following important people that this final project can be completed precisely. They are: 1. The best regard to my family. my beloved parents for supporting me at all cost, I love you both. To my brother and my sister, Bayu Adi Wibowo and Zaky Latifah Shandra Permata, thank you for giving me spirit. 2. Drs. Riyadi Santosa, M. Ed as Dean of Faculty of Letters and Fine Arts, Sebelas Maret University. 3. Yusuf Kurniawan, S.S., M.A. as Head of English Diploma Program. 4. My lecturers, thank you very much for the knowledge. 5. The English Diploma Administrator, Ms. Heny as the information centre staff, for helping me in the administration processes. vii

8 digilib.uns.ac.id 6. All staffs in Food & Beverage Department of The Sunan Hotel Solo for helping me on my job training and giving new knowledge. 7. Mr. Pungky Kusuma as Musro Manager of The Sunan Hotel Solo, thanks for helping me during the job training. 8. All of Musro bartenders, Mr. Totok, Mami Yani, Topan Sulistianto, Yayak Widianto, Wita Anggraeny, and Vivoollin Cornalia. Thanks for the guidance. 9. For all my friens in English Diploma Program especially Class B 2007, thanks for your support. I love you very much, you are my friends forever. 10. All of my friends in my building house Wizma Pink. Thanks for your support, pray, and jokes. I love you all. Last but not least, I would say thank you for unmentioned names helping me in completing this final project. This final project is lack of perfect. I expect some criticism and suggestion to develope my knowledge. I hope this final project report will be useful for all readers. Surakarta, January 10, 2012 Wahyu Nugroho A.S viii

9 digilib.uns.ac.id ABSTRACT Wahyu Nugroho Andri Saputro The Importance of A Good Bartender at Musro of The Sunan Hotel Solo. English Diploma Program, Faculty of Letters and Fine Arts, Sebelas Maret University. This report is written based on the job training done at Musro in The Sunan Hotel Solo. The objective of this final project report is to describe bartender main duty and responsibility in Musro in The Sunan Hotel Solo, and explain how to be a good bartender. As the definition, bartender is a person who mixes and serves alcoholic drinks at a bar. In writing this report, the information is based on the experience as bartender. From the experience, it shows that bartender has the main duty to prepare and to serve drinks to the customers and the responsibilities to provide excellent service, product and performance, to reflect image of company value in daily task and to achieve the department mission and vision. To be a good bartender, each bartender have to learn many skills about bartending, marketing strategy, hotelier, and others. Some criterias of a good bartender are to perform good attitude, speed in mixing drinks, bar cleanliness, good memory for cocktail s recipes, good communication to guests, preparation to anticipate mistakes in stocking beverage items, be honest to keep the reputation as bartender, flaring and mixiology to face bartender competition, and increasing the product selling by making monthly promotion drinks and knowing the most favourite drinks. In addition, the two important things of bartender were flaring and mixiology. They were important to face bartender competitions. ix

10 digilib.uns.ac.id TABLE OF CONTENT TITLE i APPROVAL OF CONSULTANT... ii APPROVAL OF THE BOARD EXAMINERS... iii MOTTO v PREFACE vi ACKNOWLEDGEMENT... vii ABSTRACT ix TABLE OF CONTENTS x CHAPTER I. INTRODUCTION A. Background B. Objectives C. Benefits CHAPTER II. LITERATURE REVIEW... 4 A. Definition of Hotel... 4 B. Hotel Classification... 5 C. Food and Beverage Department... 7 D. Bar E. Bartender... 9 x

11 digilib.uns.ac.id CHAPTER III. DISCUSSION A. Short History of The Sunan Hotel Solo B. The Profile of Musro The Sunan Hotel Solo and The duty of staffs.. 11 C. Experience in Musro The Sunan Hotel Solo C.1. My Interesting Experience a. In Bar Area b. Outside of Bar Area C.2. Obstacles I Faces and Solutions I Applied a. Obstacles b. Solutions CHAPTER IV. CONCLUSION AND SUGGESTION A. Conclusion B. Suggestion BIBLIOGRAPHY APPENDICES xi

12 THE IMPORTANCE OF A GOOD BARTENDER AT MUSRO OF THE SUNAN HOTEL SOLO Wahyu Nugroho Andri Saputro 1 Dra. Sri Kusumo Habsari, M.Hum, Ph.D 2 ABSTRACT English Diploma Program, Faculty of Letters and Fine Arts, Sebelas Maret University. This report is written based on the job training done at Musro in The Sunan Hotel Solo. The objective of this final project report is to describe bartender main duty and responsibility in Musro in The Sunan Hotel Solo, and explain how to be a good bartender. As the definition, bartender is a person who mixes and serves alcoholic drinks at a bar. In writing this report, the information is based on the experience as bartender. From the experience, it shows that bartender has the main duty to prepare and to serve drinks to the customers and the responsibilities to provide excellent service, product and performance, to reflect image of company value in daily task and to achieve the department mission and vision. To be a good bartender, each bartender have to learn many skills about bartending, marketing strategy, hotelier, and others. Some criterias of a good bartender are to perform good attitude, speed in mixing drinks, bar cleanliness, good memory for cocktail s recipes, good communication to guests, preparation to anticipate mistakes in stocking beverage items, be honest to keep the reputation as bartender, flaring and mixiology to face bartender competition, and increasing the product selling by making monthly promotion drinks and knowing the most favourite drinks. In addition, the two important things of bartender were flaring and mixiology. They were important to face bartender competitions. 1 Mahasiswa Jurusan D III Bahasa Inggris dengan NIM C Dosen Pembimbing

13 digilib.uns.ac.id 1 CHAPTER I INTRODUCTION A. Background Tourism in Indonesia is increasing now. The government legitimates tourism as development aspect for second foreign exchange after gasoline. As one of tourism aspects, hotel is one of the important factors which give many benefits for tourism. Hotel is one of tourism industry which provides accommodation service, food service, beverage service and others for public. It s a comfort place to take a rest for visitors who want to stay overnight or more. Hotel management has to give priority to the guest in service. Good service and complete facilities will keep hotel reputation and good image. Good service is an important component of hotel to give customer satisfaction. Good service needs hospitality, politeness, discipline, responsibility and professionalism. If the guests get good service from the hotel management, automatically the guest will be loyal customer. Good service to the customers will influence to customer satisfaction and hotel development. Hotel has departments having responsibilities to give good service and customer satisfaction. Some departments are Front Office Department, Food and Beverage Department, Engineering Department, House Keeping Department, Marketing Department, Accounting Department, Security Department, Human Resource Department and Purchasing Department. 1

14 digilib.uns.ac.id 2 Food and Beverage is one of hotel s departments which have duties in producing and serving food and beverage to the guest. Food and beverage department is one of hotel income sources. This department is always wished to increase the product quality. Bar is one of the outlets which support this department. Bar is a place providing service of alcoholic or non alcoholic beverage. The guests call public bar. For getting the high income in selling drinks, bar is wished to give priority in service, to provide comfort place, and to provide non formal service for guests. Music room, popularly called musro, is one of public bar of food and beverage department in The Sunan Hotel Solo. It provides beverages alcoholic or non alcoholic, snacks, and live music or disk jockey (DJ) entertainment. Musro has crews which are good organized. Musro s crews are bar manager, bar supervisor, bartender, and waiter/waitress. In facing competition, whole crews in Musro start from top leader until staff must always be cooperative for increasing good service and customer satisfaction. Bartender is a man who knows all beverages (alcoholic or non alcoholic), is competent to mix some beverage items and understands the methods to serve. A bartender has special duties and responsibilities. Based on his SOP (standard operating procedure), he has to work professionally and be responsible in his job (in preparing, in operating and in closing). In keeping reputation, Musro bartenders should be able to increase their ability, their capability, their performance and their product. Therefore, a good bartender is very important in

15 digilib.uns.ac.id 3 Musro of The Sunan Hotel Solo as the only one convention revenue and entertainment hotel in Solo. By considering the importance of a good bartender in Musro The Sunan Hotel Solo, I write a final project entitled THE IMPORTANCE OF A GOOD BARTENDER AT MUSRO OF THE SUNAN HOTEL SOLO. B. Objectives The objectives of this final project report are: 1. To describe the duties of bartender in Musro The Sunan Hotel solo. 2. To explain how to be a good bartender. C. Benefit I hopefully this final project gives several benefits, such as: 1. To the students of English Diploma Program, Faculty of Letters and Fines Art, Sebelas Maret University : This final project will be a reference to make a report and can give an overview about hotelier. 2. To Musro The Sunan hotel Solo : This final project could be an input to increase the service and the product to the guest. 3. To the readers : This final project will give much knowledge about bartending and they will know the importance a good bartender as the important factor of bar.

16 digilib.uns.ac.id 4 CHAPTER II LITERATURE REVIEW A. Definition of Hotel The general definition of hotel is an integral part of tourism industry and defined as commercial accommodation which provides rooms, food and beverages and other supporting facilities for the guest. I have three references to get the definition of hotel. First, According to Grolier Electronic Publishing Inc (1995) and Agus sulastiyono (1996:6), in the book Managemen Penyelenggaraan Hotel, hotel is a commercial institution which provides lodging, food and beverage and other facilities to the public. While, hotel defines as an accommodation that uses partial or entire building to provide service, food and beverage, and other supporting services for public commercially organized. Finally, in a decree of communication minister, it s stated that hotel is an accommodation using a part or whole of building to provide lodging, food and beverage and other support services for the public commercially organized (SK Menparpostel No.3 37/PW.340/MPPT-86). The three definitions above show that the first goal to build a hotel is to provide lodging meals and other facilities to the travelers who want to stay overnight or a longer stay in the surrounding area of a tourism resort. Hotel does not only provide lodging for travelers but also local residence and public. Tourists prefer to choose hotel than other accomodations. For tourist, hotel is a home away from home. In a hotel, tourists commit can to take user shower, rest safely, receive a guest, 4

17 digilib.uns.ac.id 5 get informations about tourist destinations, be active in bussines, and go back after traveling or doing a job. Hotel provides many facilities to the guest with the primary goal to gain great profit. In order to gain a great profit many hotels may increase products and facilities. Based on the definitions above, I conclude that hotel is an accommodation that provides lodging, food and beverage, and other facilities for the public and organized commercially to get profit. B. Hotel Classification According to United States lodging industry, hotel is divided into three kinds. Transient Hotel is also called city hotel which is located in the downtown or the corner of a city and mostly the guests of this hotel are businessman. Resident hotel is a hotel like houses or apartments where the rooms are rent for months or years. While, it provides facilities like hotel such as restaurant, room service and cleaning service. Resort hotel is hotel where the location is near to or in tourism area. It does also provide recreation areas and conference room for guest. Sutanto Leo (2001:19) in his book ENGLISH FOR PROFESSIONAL ACCOMMODATION SERVICES, hotel is classified into five categories, wellknown with 1-star to 5-star. 1-Star Hotel consists of 15 standard rooms with private bathrooms available. The standard room is 20 m 2 in size. One of recreational facilities is available, it could be swimming pool, fitness centre, sauna or tennis court. It

18 digilib.uns.ac.id 6 means the hotel only provides a limited range of amenities and services, but adheres to a high standard of facility-wide cleanliness. 2-Star Hotel consists of at least 20 standard rooms including 1 suite with private bathrooms. The standard room size is 24 m 2 and the suite is 44 m 2. A tennis court, indoor sports facilities, fitness center, sauna, bowling, or squash court are mostly available. It means hotel provides good accommodation and better equipped bedrooms, each with attached telephone and private bathroom. 3-Star Hotel should has at least 30 standard rooms including 2 suites with private bathrooms. The standard room size is the same as with two-star hotel and the suite is 48 m 2. Two of this recreational facilities that should be available are tennis court, indoor sports centre, fitness centre, sauna, bowling alley, or squash court. It means hotel has more spacious rooms and adds high-class decorations and furnishings and color TV. It also offers one or more bars or lounges. 4-Star Hotel has the number of standard rooms available which is at least 50 rooms including 3 suites with private bathrooms. The size of standard room and the suite is the same as three-star hotel. The recreational facilities available should be at least the same as or more than a three-star hotel. It means hotel is much more comfortable and larger, and provides excellent service, room service, and other amenities. 5-Star Hotel has at least 100 standard rooms including 4 suites with private bathrooms. The standard room is 26 m 2 and the suite is 52 m 2 in size. The hotel has at least two recreational facilities including a tennis court, an indoor sport, a sauna, a bowling alley, or squash court. It means hotel offers most luxurious

19 digilib.uns.ac.id 7 premises, widest range of guest services, as well as swimming pool and sport and exercise facilities. C. Food and Beverage Beverage Department In general, Food and Beverage Department is department which manages all food and beverage production and services for the guest. While in specific, Food and Beverage Department is a department which manage all of the food and beverage production and services for the guest. Food and Beverage Department is a part of hotel that manages and has responsibility to the product and service of food, beverage and others to the guest who stay in the hotel. It is commercially and professionally organized (Sunyoto, 2007:1) Based on the definition above, this department is responsible to any kind of food and beverage service and product. This department is responsible to make its products and service better and interesting to the guest, in order to attract the customers. It is a department which serves food and beverage to the guest in a very attractive and pleasing manner, which creates good impression on the guest. There are several kinds of food and beverage outlet like restaurant, bars, coffee shops, take away banquets, etc. D. Bar There are some definitions and classifications about bar. According to Dinas Kebudayaan Dan Pariwisata Propinsi Jawa Tengah, 2009, Bar Operation, Beverage Knowledge & Bartending. The word of bar comes from barrier (separator wood) between bartender with guest. In general, bar is a place

20 digilib.uns.ac.id 8 for drinks (soft drinks, beer and alcoholic). It means bar is to provide and serve the alcoholic and non alcoholic beverage to the public to get profit. Bar is also divided into three kinds in model, function, and outside of hotel. Bar models are rectangle, semi-circle, the merging of rectangle and semicircle, circle, and full circle. Semi-circle is ussually used by snack bar and milk bar at pool. It just sells snack, soft drink, and snack. Rectangle, rectangle and semi-circle, circle, full circle are ussually for pub and discotic. They sell drinks (alcoholic or non-alcoholic) and as show-place for bartender jugling. Bar Functions are service bar, public bar, and portable bar. Service bar is bar where bartender does not meet guests. Bartender just serves guests order brought by waiter or waitress for restaurant and room service. Public Bar is bar, where bartender meets with guest. Bartender makes drinks for guests who sit at counter bar or table. Portable Bar is a bar which can be moved. It has wheel and it s usually for party. The five varieties of bar outside of hotel are snack bar, bar and nite club, bar and restaurant, milk bar, and disco bar. Snack bar is a bar which just sells soft drink, beer and snack. Bar and nite club is bar and restaurant are in same place completed with other entertainment, such as: band, show and others. Bar and restaurant is where the bar and the restaurant are in the same place and the open schedule depends on the restaurant. Milk bar is a bar which just serves non alcoholic, such as: milk shake, ice cream soda and others. Disco bar is bar which is completed with dance floor and disco music.

21 digilib.uns.ac.id 9 E. Bartender According to Dinas Kebudayaan Dan Pariwisata Propinsi Jawa Tengah, Bar Operation, Beverage Knowledge & Bartending : Bartender is like a salesman, the progress or the decline of a bar depends on the bartender. It means, bartender must provide excellent service, product, performance and image of company value in daily task and achievement of department mission and vision. General activities of bartender are to serve customers in a friendly and helpful manner, to handle and move objects such as glasses and bottles by using hands and gloves, to order supplies from outside vendors, to monitor and to maintain an inventory of supplies, to mix ingredients according to drink recipes, to perform physical activities such as lifting and stoping, and to sell or to influence others. Bartender must be able to prepare drinks quickly, accurately, and without waste. He must know a large quantity of drink recipes and be able to mix drinks in a fast and efficient manner. He has also responsible for ordering and maintaining drinks and bar supplies. Therefore, a bartender has a range of responsibilities and duties and must constantly be multitasking and thinking ahead.

22 digilib.uns.ac.id 10 CHAPTER III DISCUSSION A. Short history of The Sunan Hotel Solo The Sunan Hotel Solo is one of four-star hotel in solo. The Sunan Hotel Solo is located at west gate of Surakarta, 4 km from Mangkunegaran Palace, 5 km from the Sunan's Palace or Kraton, 5 km from Government Center, 5 km from the famous shopping area of Pasar Klewer. It's only 15 minutes from Adi Sumarmo International Airport and 6 minutes from Balapan Train Station by TaxiThe first name of The Sunan Hotel Solo was Quality Hotel Solo. This hotel was established by P.T Graha Mulya Wirastama in Quality Hotel Solo applies similar management with International Quality Choice of U.S.A. The management is applied because of the global reputation of Quality Choice International Hotel. For that reason, Quality Choice International was chosen as a trademark for good hotel. November 23, 2007, Quality Hotel Solo is renamed into The Sunan Hotel Solo because it has not applied Quality Choice International anymore and the owner has changed. The General Manager of The Sunan Hotel Solo was fristly Mr.Eric Aebersoled from Swizzerland. Then it was replaced by Mr. Victor H Sitompul, Mr. Leopold Tambingong, Mr. Gunawan Budiharjo, S.E, MBA, and now it is under Mr. Dicky Sumarsono. 10

23 digilib.uns.ac.id 11 B. The profile of Musro of The Sunan Hotel Solo and the duty of staffs Musro is located in the basement of The Sunan Hotel Solo. It provides snacks, cocktails, and mocktails. Musro with its symbol "Shake The Earth" is a huge bar with dynamic, fresh & trendy concept. It is very inviting room with medium speed modern dance floor, an incredible sound system, lighting, and there is the band playing various music entertainments every night. It opens at 7 p.m until a.m. It can hold 250 seats. This is organization structure of Musro The Sunan Hotel Solo: Bar Manager Supervisor Bartender Bartender Waiter/ss Waiter/ss Waiter/ss Waiter/ss (HRD of The Sunan Hotel Solo)

24 digilib.uns.ac.id 12 Musro The Sunan Hotel Solo has 10 crews: No Position Person 1 Bar manager 1 2 Bar supervisor 1 3 Bartender 2 4 Bar waiter & Bar waitress 6 (HRD of The Sunan Hotel Solo) Bar manager is assistant of F & B manager ensuring high standard of services, products and performance and also maximizing profitability. He reflects the image of company value in daily tasks and achieves the vision and goal. He controls the budget by constantly checking on efficiency and job productivity, makes the necessary report on F & B office log book provided, makes the necessary proposal of new drinks menu and F & B promotion to F & B manager, checks all bar equipments and also the necessary maintenance with enginering, checks staff schedule and reports to F & B manager, holds daily briefing with all crews, and also gives feedbacks and evaluation to staffs. He plans, analyzes, organizes, delegates, supervises and controlls the bar. Bar supervisor is bar manager assistance in supervising the outlet, ensuring high standards of services, performance and products, and also maximizing profitability. He also reflects the image company value in daily tasks and achieves the vision and goal. He checks staff attendance, makes schedules, checks the every day preparation, commit observes to user the hygiene and sanitation in bar,

25 digilib.uns.ac.id 13 makes sure that CD/TV/AC/Music/Lighting and electricity is on and off, checks beverage stock, makes beverages and supplies requisition, greets and escords VIP guest to the table, controls the usage of machines (chiller, refrigenerator, blender,etc), makes sure promotion programs to the guest, controls the quality of service and product, checks guest satisfaction by providing communication, checks the payment and makes sure all bills well settled, fills the log book for some information for the bar manager, makes sure all doors are locked, checks cleanliness before leaving, makes sure staffs and work area in safe and secure condition, conducts reguler inventory, and makes monthly outlet performance report. Bartender is a person who mixes and serves alcoholic drinks at a bar. He has various duties and responsibilities. Bartenders work in a variety of settings, such as hotel and resort restaurants, chain restaurants, and bars. The main duty of a bartender is to prepare and to serve drinks to the customers. He provides excellent service, product and performance, reflects image of company value in daily task and achieves department mission and vission. He should know how to open clubhouse, how to prepare bartender needs, and how to stock all supplies. He must be able to prepare drinks quickly, accurately, efficiently and without waste. He must keeps track of alcohol consumption and supplies and orders new stock needed. Bar waiter and bar waitress are ussually called server. They provide excelent sevice, product and performance, reflect image of company value in daily task and achieve department mission and vission. They also help bartender to

26 digilib.uns.ac.id 14 prepare their necessary. They must wash and dry all tables, vacuum dance floor, arrange bar stools, tables and chairs neatly, astrays and utensils must be prepared, clean and replace utensils. They must check communication book and log book, rearrange the special today events, such as special cocktail, special birthday, etc, and promotion tool, such as flyers, brochures, etc as well. C. Experience in Musro of The Sunan Hotel Solo I did job training in Musro The Sunan Hotel Solo. It started on February 1 st, 2010 and finished on December 31 st, The job training activities started from pm am from Monday up to Saturday. Every Wednesday and Saturday were held briefing for special event. In Musro briefing, my manager informed the result of the meeting between GM and all staffs of hotel, F & B meeting (F & B manager with all staffs of F & B department), and moni breafing (Musro manager with sponsors) to all crews of Musro. We discussed about the schedule of the event, the reserved tables, the evaluation of the staffs, the revenue target and the test for the trainees. Wednesday event was popular among by clubbers as sparkling Wednesday party because it was majority from young, the party started at pm am. It usually showed double band, dancer, bartender juggling and many more. In addition, Saturday was popular among by clubbers as rave republic because it was special event for DJ, dancer, bartenders juggling show, and many more. On Saturday, the party stared at pm am.

27 digilib.uns.ac.id 15 The crews of Musro had similar role. They were bartender and waiter/waitress. When doing the job training activities, I got the same responsibility as daily workers and staffs. In the first time, I wore uniform of Musro, my manager said: when you wear this uniform, you must have the same ability with the other staffs. So, I don t want to see you doing any mistake in your activities, even a little. In my job training, I learned many skills about bartending, marketing strategy, hotelier, and others. February of 2010 was a heavy month for me. I got a lot of pressures from my manager and senior staff. They demanded me to master bartending skill and handling guest. First, I was taught basic knowledge of beverage terms, categories, items, and method of producing drinks. Second, I was trained to build strong confidence to face the guests in order to be able to promote and sell the products. Third, I got briefing on every Wednesday and Saturday. In every briefing I used to get the same exercise about basic bartending skill and handling guest from my manager and supervisor. This exercise was to check my performance and capability. I also got from my manager a skill of how to increase my bartending skills. I started to learn the detail of alcoholic beverages. They were taste, dose percent, and character. Making cocktail was also a skill bartenders should master. Speed and good memory on cocktail recipes were the skill bartender should learn because he should provide alcoholic beverage on demand. My manager demanded me to create a relationship with guests and know the profile of potential guests. It

28 digilib.uns.ac.id 16 was important in selling drinks, especially for special event. I always invited potential guests by phone or facebook for coming to Musro. In the last weeks of my job training, I was given the last test by my manager about the whole bartending skill. The last test was to evaluate my bartending skills. I got some criticisms and suggestion from my manager about some criterias of how to be a good bartender. The criticisms from my manager were about how to perform good attitude. He also gave a special tip that no matter how was my day going, I had to perform speed in mixing drinks, bar cleanliness, good memory for cocktail s recipes, good communication to guests, preparation to anticipate mistakes in stocking beverage items, be honest to keep my reputation as bartender, and increasing my product selling by making the monthly promotion drinks and knowing the most favourite drinks. The important suggestions from my manager were flaring and mixiology. They were important to face bartender competitions. Flaring was creativity, ability, quality of bartender to play bottles. Mixiology was creativity, ability, quality of bartender to make a cocktail or mocktail. My manager said : bartender is like dangdut singer. So, dangdut singer is not attractive without dancing and also a good bartender is not interesting without wonderful flairing and perfect mixiology. C.1. My interesting experience a. In bar area When doing the job training, I undertook valuable experiences. I was very happy because I could learn while clubbing. I could feel how to be a bartender,

29 digilib.uns.ac.id 17 how to work in the club house which provided entertainments, and how to work surrounded by clubbers who were concerned with appearance and fashion. When I started to learn in bar area, I felt nerveous because I had responsibility to all bar operation. So, I must be able to make all drinks for the guests. I did some mistakes in making drinks that could make my senior laugh. I wanted to make cocktail named tokyo drive but from the colour and taste of drinks, it was not tokyo drive. The ingriedients of my cocktail were vodka (light), rum (light), gin (light), tequila (gold), triple sex (light), blue curacao (blue), galliano (yellow) and soda (light). Instead of using blue curacao (blue), I put sambuca vacari (light) so that the real colour changed from green to light blue and it tasted sweet because sambuca vacari was sweet and blue curacao was sour. However, the guest enjoyed my cocktail, because this taste was sweeter and this alcohol s dose was also stronger. I was very happy because the guest did not complain with my cocktail. But, my manager warned me, if I got complaint from the cocktail I made and the guest did not want to drink it, I had to drink this cocktail. I got an unforgetable experience in bar area. I often forgot to put straw and stirrer in glass. My manager and senior often scolded me because the guest couldn t drink without straw. This happened because I got many orders from the guests to make drinks with shaker. b. Outside of bar area Musro crews prefered to work not in a bar as a bartender, instead they prefered to work as waiters in a bar. As waiter, I could work while clubbing,

30 digilib.uns.ac.id 18 dancing and drinking. My manager and senior also recommended me to enjoy the party, but I still had to focus to serve the guests. By enjoying the party, I felt more confident to communicate with the guests. It was also easier for me to get the information of the guest s profiles. In addition, I could invite more guests to attend the party and increase the drinks order. I could also improve my communication skill through having chit chat with the guests, women escorts, and at the same time I still could enjoy live music and DJ (disk jokey) performance. In contrast, bartender should focus more drinks preparation for the guests. The guest s order was the main priority and I should take control from making drinks and supervise drinks orders during the party. When doing my job training, many foreigners came to Musro for clubbing. Foreigners ordered beer by glass. When it was the time for paying the drinks, they refused to pay. I had ever had a quarrel with one foreigner about billing. He refused to pay the bill of the drinks he ordered. I had to follow him to Solo In Hotel, where he stayed. To get his bill paid, I should ask the receptionist of Solo In Hotel to add his bill of Musro to his room bill of Solo In Hotel. Wednesday and Saturday were favourite days for guests and me. Musro usually held special event every Wednesday and Saturday. I could see double band, DJ, dancer, bartender juggling and many more. Most of guests orders were alcoholic bottle. Sometime, guests offered some drinks to me when he opened the bottle, but I told them that I did not drink. My manager asked me to perform my bottle juggling in this Wednesday and paser malem event of The Sunan Hotel Solo on October In dark nite and rhytm of music, I got some applauses from

31 digilib.uns.ac.id 19 the guests and the women. My manager and seniors also gave their appreciation for my performance. This moment made me proud. C.2. Obstacles I faced and Solutions I applied a. Obstacles Ballroom event Ballroom of The Sunan Hotel Solo was a multi function hall that had functions for, wedding party, meeting room in big capacity, organizing event, etc. It was located in ground floor of the Sunan Hotel Solo. Musro s event organizer used the ballroom for holding a big party, because Ballroom had more capacity than Musro. The big party usually performed a popular singer or band, the best DJ, some attractive dancers, a spectacular percussion, and many more. The popular singers or bands were Agnes Monica, Putri Penelope, Geisya band, Nidji band, Gigi band, D massiv band, and etc. The best Dj were Dj Elena (Russia), Dj Alice Norin, Dj Romy, Dj Riri, Dj Icha Perez, and etc. Before starting the party in ballroom, Musro crews had to prepare all bartender needs. The bar preparation usually took longer time to be ready. It could also drain Musro crew s stamina. As Ballroom did not have permanent bar like in Musro, Musro crews had to build temporary bar in ballroom. First, I provided all bar equipments from Musro, such as draught beer machine, chiller, glassware, box of alcoholic bottle, and etc. Second, I also had to bring all beverage items from Musro. As Ballroom event had more 80 tables, I also had to request more beverage items from store to anticipate many guest orders. After providing

32 digilib.uns.ac.id 20 bartender needs, I started to arrange all bar equipments and all beverage items in bar area. I also had to arrange tables and seats. When serving the party, Musro crews had to focus to serve the guests. Ballroom event was more crowded than Musro event. This event made bartender and waiter/ss had to focus in offering drinks, serving the guest orders, and billing the guests. Bartender should make guests drinks quickly. Waiters had also to offer drinks to many guests. Sometimes, many guest orders could make bartender and waiters do some mistakes in serving the guests, such as mixed orders between the guests, the spilled drinks, and many more. When the party ran, Polresta Surakarta (The town resort police of Surakarta) also often held a raid in Ballroom event. This raid was to anticipate the circulation of drugs in Solo city. Moreover, Polresta personals would bring clubbers who had drugs to the office. They also brought the clubbers who did not have identity cards. The raids made the event chaotic because many guests were disappointed due to stalled event. It also decreased the guest s orders in Ballroom. In addition, police raid also made the guest arrival reduce in the next events. When billing the guest, we had to responsible to all bills in large number. I should deliver their bills to the receptionist until the payment was completed. The receptionist accepted debit or credit card payment from the guests. When I did the debit and credit card payment in receptionist desk, I had to leave the other bills in my section. The risk of this situation was a lost bill. If it happened, I had to pay the lost bill from the guest. I sometimes had to face payment delay from guests. The delayed payment was usually caused by a credit card declined, it would be

33 digilib.uns.ac.id 21 noted in logbook. Then, we would ask bill to their company or we would wait them for paying their bill in Musro. In the end of the event, Musro crews had to put all bartender needs back to Musro. Besides, I also had to record the number of alcoholic bottles sold out in the inventory book. In recording inventory book some mistakes could occur. It was caused by Musro crews who did not check the alcoholic bottles sold out and the number of ordered bottles. The mistakes were also caused by the bartender who was too busy making the drinks, and the mistakes in writing in the guest orders book. In addition, Musro crews had to report the revenue of the event to the accounting deparment. Musro event When doing my job training, I faced the temperamental guests every day. The clubbers couldn t control themselves because of the over dose of alcoholic beverages. They could be more temperamental than usual. It could cause a riot between the clubbers. Besides, the crowded event also made a riot in Musro. But, I still had to make friendship with them to avoid the riot, because they were guest and buyer. On July 10 th, 2010, I got an unforgettable experience. This moment was a rave republic event showed DJ Rievo, DJ Awish, Party Season band, and many more. When the party ran, Musro was very crowded. Most clubbers carried away party, until they were mostly drunk. In my section, I handled 17 tables that were included two tables from Kodim (Military District Command) and Kopassus (Special Forces Command) personnel. When the event ran, Kopassus captain, Mr.

34 digilib.uns.ac.id 22 Edo, ordered his favourite cocktail repeatedly. His favourite cocktail named Ferari Absolut that contained vodka, rum, gin, tequila, triple sex, whiskey, amaretto dissarono, beer, and sour mix. After he had drunk, he came on stage to give drinks to the DJ. He also gave his cocktail to other clubbers in the dance floor. Besides, Mr. Edo also did nott control his drinks order. Mr. Edo s misbehaviour disturbed the other clubbers. I got some complaints from the clubbers. I also tried to warn Mr. Edo, but he did not listen to me. He was too drunk. When he gave his cocktail to the three of Kodim personnel, they didn t want to drink. Being confused, Mr. Edo immediately hit one of Kodim personals. The other Kodim personnel tried to stop the conflict. But, Mr. Edo ordered his personnel to attack Kodim personnel. There were fifteen of Kopassus personnel come to Musro. Then, they hit Kodim personals. They used all stuff around to attack them. They damaged tables, chairs, pichers, guest s drinks and the other facilities. They kicked Kodim personnel out of Musro. The three securities of Musro stopped the riot among them. I also tried to stop the riot, but I got some hits in my face. This accident caused the floor filled with blood of Kodim personals and water of the guest drinks. My uniform was also wet because I slipped on the slippery floor. The women were scared seeing this accident. After the riot could be handled, I got a big problem about the guest s bills. First, the unsatisfied event made the other guests refuse to pay their bills. It was caused by the missing of the guests drinks. I had to make some new drink for them. After that, I, my manager, my senior, and security had to ask the bills of Kopassus and Kodim. I could ask the Kopassus s bill easily, because they were

35 digilib.uns.ac.id 23 still in Musro. Then I, my manager, my senior, and Musro s security had to ask the bill of Kodim at Slamet Riyadi hospital (DKT hospital or the hospital of military special area). In Slamet Riyadi hospital, there were about 70 armed personals of Kodim. They did not want to pay their bill, because they were victim. Even, they demanded Musro being responsible to pay the total cost of the hospital treatment. Then, Kodim and my manager discussed this issue. The results of discussion were The Sunan Hotel Solo management had to pay the victims hospital treatment and Kodim had to pay their bill. b. Solutions Based on problem I faced in Ballroom and Musro event, I recommended my manager to evaluate the previous events and the accident which followed. The evaluation was to anticipate some mistakes in bar preparation, bar operation, and bill payment. First, Musro crews had to understand what a bartender needs. The bar preparation should be worked out more quickly and every crew should understand the needs for bar preparation. They always had to check all bartender needs in store. My manager also had to supervise his staff s performance. He also had to coordinate with the accounting staff and the receptionist. The accounting staff would help Musro s cashier to handle delayed bills and to classify the bills. It was important to handle a big party which resulted in large revenue. The receptionist should add some staffs to process the guests credit and debit card payment. If there were many credit card or debit payments, the waiter/ss would not need to leave their section too long.

36 digilib.uns.ac.id 24 Musro should hold briefing before the event started to evaluate the crews performance, guests, reserved tables, bills, stock of beverages,etc. The Musro s crews also had to make a good team coordination. They should manage many guest orders by putting the large value orders as the first priority. The large value orders were alcoholic bottle and cocktail pitcher. At the bar preparation, the bartender should make cocktails which were ready to serve. It would avoid a lot of drink mix orders from the guests. When the event ran, the Musro crews had to focus on their responsibility. They should not enjoy the event with the guests, because they had to be responsible to watch the orders and the bills. After serving the guest orders, they should always ask the guest bills and bring to the cashier. It was to anticipate the payment delay. When handling the riot, I had some solutions. First, Musro crews should protect the guest s orders. It was done to anticipate the missing drinks. Besides, the additional security was very important to anticipate riot in the event. It would make the party run smoother than the previous events. In the crowded events, the additional security was also important to control the number of bottle entry brought by the guests. The guests often took advantage of the crowded situations to bring the bottles from outside. Therefore, the comfortable situation of the party would make the guests enjoy the party and Musro crews enjoyed selling drinks.

37 digilib.uns.ac.id 25 CHAPTER IV CONCLUSION AND SUGGESTION A. Conclusion This chapter will describe the conclusion from the whole previous chapters especially the experiences reported on chapter III. The experiences here are basically taken from the job training in Musro The Sunan Hotel Solo. My job training was started on February 1 st, 2010 and finished on December 31 st, When doing job training, I got many knowledges and experiences about how to be a good bartender. In the last chapter, I make conclusion about bartender main duty and responsibility, and my experience on the job training. The main duty of a bartender is to prepare and to serve drinks to the customers. The responsibilities of bartender are to provide excellent service, product and performance, to reflect image of company value in daily task and to achieve the department mission and vision. Bartender should know how to open clubhouse, how to prepare bartender needs in work place, and how to stock all supplies. He has to serve customers in a friendly and helpful manner. He must clean up his work place after bar operation and keep their work area clean and tidy. I got unforgetable and valuable experiences as bartender and waiter. I was very happy because I could learn while clubbing. I could feel how to be bartender and how to work in the club house which provides entertainments, and how to work surrounded by clubbers who commit concern to with user their appearence and fashion. As 25

38 digilib.uns.ac.id 26 bartender, I had responsibility to all operational in bar. I must be able to make all drinks for the guests. Whereas as waiter, I had to focus on guest s orders. I was also demanded to get information of the guest s profiles for inviting more guests to attend the party. When doing my job training, I learned many skills about bartending, marketing stategy, hotelier, and others. My manager and my senior staff demanded me to master bartending skill and handling guest. They always evaluated my bartending skill and performance every briefing. Besides, they also gave criticisms and suggestions about how to be a good bartender. The criticisms from my manager were about how to perform good attitude. He also gave a special tip that no matter how was my day going, I had to perform speed in mixing drinks, bar cleanliness, good memory for cocktail s recipes, good communication to guests, preparation to anticipate mistakes in stocking beverage items, be honest to keep my reputation as bartender, and increasing my product selling by making the monthly promotion drinks and knowing the most favourite drinks. The important suggestions from my manager were flaring and mixiology. They were important to face bartender competitions. During my job traing, I find some obstacles which could take away the advantageous points. The problems were about handling event in Ballroom and Musro. In the Ballroom event, I had to build the temporary bar. I had to prepare all bar needs which took longer time. As Ballroom had more 80 tables, I had to focus in offering drinks, serving the guest orders, and billing the guests. I also had to be responsible to all bills in large number. Besides, I had to deliver debit card

39 digilib.uns.ac.id 27 or credit card payments to the receptionist to process it. If there were many debit card and credit card payments, I would leave my section longer that it would be long. The risk of this situation was the possibility of lost bill. In Musro event, the riot often happened during the event. It could disturb me and the other clubbers for enjoying the party. The example was the riot between Kopassus and Kodim personnel.. Based on my obstacles above, Musro should hold briefing before the operation started, it was done to evaluate crews performance, guests, reserved tables, bills, stock of beverages, etc. The evaluation was to anticipate some mistakes in handling the party. First, Musro crews had to understand what a bartender needs. The bar preparation should be worked out more quickly and every crew should understand the needs for bar preparation. To handle a big party, bartender should make cocktails which were ready to serve. It avoided a lot of mixed drink orders from the guests. When the event ran, Musro crews had to focus on their responsibility. They could not enjoy the running event, because they had to be responsible to handle many orders and bills. They should manage the guest orders by putting the large value orders on the first priority. The large value orders were alcoholic bottle and cocktail pitcher. After serving the guest orders, they should always ask the guest bills and bring to the cashier. It was to anticipate the payment delay of the process by credit and debit card. When handling the riot, Musro crews should protect the guest orders. Besides, the additional security were need to anticipate riot in the event.

40 digilib.uns.ac.id 28 B. Suggestion After doing the job training, in Musro The Sunan Hotel Solo, I would like to give some recommendations as follow: 1. The Sunan Hotel Solo By considering many events held, the management should hold the staffs training. In handling the events, the management should provide a guidance to all staffs from Musro, security, acounting department, receptionist, and the other staffs. They should give some guidances and strategies to handle the party. In addition, the party will be successful and the guests were also more excited to attend in the next events of Musro, The Sunan Hotel Solo. 2. Musro manager Musro manager should increase the discipline of his staffs during working hours. In special events, Musro manager also should give many chances to his staffs in promoting the cocktail or mocktail and performing the bartender juggling show. The two important points above can increase the staff s performance and ability in facing competition with the other clubhouses. 3. Staffs They should be responsible for their duties. Staffs also should play his or her roles effectively during working hours. They should increase their cooperation to handle the party in order to make operation run succesfully. In addition, it can make the event run well and the target revenue reached.