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PORT 19 Flow - Coggle Diagram
PORT 19 Flow
Set-Up
- Fresh flowers on every table
- Eye-catching marché-style buffet
Music
- Medium beat in morning & afternoon
- Calming tunes in the evening
- Check all utensils and napkins are sufficient
- High season: use pocket napkins & cutlery
- Weekly forecast based on room occupancy & reservations
- Create team schedule accordingly
- Based on competitor comparison
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- Proper setup with friendly, engaging service
Pre-Service Planning
- Check Instagram DMs for promos and inquiries
- Focus on TripAdvisor (goal: #1 in Bintan)
- Online Reservations & Table Layout
- Estimate spending power to recommend F&B products
- Use platforms to identify regular seating preferences
- Handled by hostess or captain (first contact point)
- Tool for engagement & better guest understanding
- Leader level should check this daily
- Identify who’s coming: VIPs, Elite Members, HWC Guests
Fond Farewell
- Filled by leaders & hostess
- Hand over happy guests to hostess to get TripAdvisor review code
- Resolve complaints immediately (don’t wait for next day)
- Hostess gives sincere, friendly goodbye using guest's name
During Service
- All leaders must be on the floor, attentive & approachable
- Cross-outlet presentation to connect and resolve issues
- Celebrate birthdays with handmade layered pancakes
- Offer local delicacies (wajik, kue lapis, etc.)
- Introduce sambal heritage with spinach & Gong Gong crackers (vegan/seafood)
- Use giant pepper mill for steak & pasta at the table
- Giant pepper mill for steak & pasta
- Complimentary birthday cake
- Free family photo & frame for guests with kids (pick up next day)
- Sambal heritage crackers (continued from lunch)