Making Beverages as an Outlet Server in the Executive Lounge at Hilton Hotel Bandung.
ABSTRACT
Pada tugas akhir ini saya akan menjelaskan tentang permasalahan yang
saya hadapi yaitu kesulitan dalam meracik minuman sebagai outlet server di
Executive Lounge. Permasalahan tersebut saya temukan selama menjalani
masa magang pada bulan Desember 2011 sampai dengan Maret 2012 di
Hilton Hotel Bandung.
Penyebab dari permasalahan saya dalam meracik minuman timbul karena
pertama, saya tidak mempunyai pengetahuan tentang bagaimana cara
meracik minuman, kedua saya tidak diberikan pelatihan tentang cara meracik
minuman, dan yang ketiga saya tidak memiliki pengalaman bekerja di industri
hotel sebelumnya. Akibat dari permasalahan yang saya hadapi adalah, saya
menjadi stress, yang kedua saya terlihat tidak profesional, dan yang ketiga
saya tidak dapat bekerja dengan cepat. Adapun solusi untuk memecahkan
permasalahan saya, yakni pertama melakukan observasi staf di Executive
Lounge dalam meracik minuman, yang kedua bertanya kepada staf tentang
penyajian minuman, dan yang ketiga salah seorang supervisor memberikan
pelatihan untuk saya.
Solusi yang saya pilih sebagai pemecahan permasalahan saya adalah
ketiga solusi tersebut. Saya memilih ketiga solusi tersebut karena saya
merasa ketiga solusi tersebut tidak dapat dipisahkan satu sama lainnya, dan
dengan melakukan ketiganya saya lebih mendapatkan penjelasan yang lebih
lengkap tentang peracikan minuman.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT…………………………………………………………………………..i
DECLARATION OF ORIGINALITY………………………………………………..ii
ACKNOWLEDGEMENTS………………………………………………………….iii
TABLE OF CONTENTS…………………………………………………………...iv
CHAPTER I.
A.
B.
C.
D.
E.
F.
G.
INTRODUCTION……………………………………………………1
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS…………………………………………7
CHAPTER III. POTENTIAL SOLUTIONS……………………………………12
CHAPTER IV. CONCLUSION…………………………………………………18
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
ii
Maranatha Christian University
B. THE INTERVIEW QUESTIONS
C. THE TRANSCRIPTION OF THE INTERVIEW
iii
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
The need for travelers to stay in the hotel always exists. Hotel is not just
used for staying during a visit, but also for meeting, wedding ceremony,
exhibition, etc. It can be said that hotel sells service. Therefore, in order to
provide excellent service, it is important to have good hotel staff.
To be considered good hotel staff, They did not only have to posses good
attitude and personality, such as being polite and friendly but also have to know
hotel industry knowledge such as food and beverage service knowledge. This
kind of knowledge is important because the more the staff knows about food
and beverage knowledge, the more professional they would be.
However, it takes a lot of time to learn about the food or beverage
knowledge especially for those who do not come from a hotel industry or who
do not have any background in hospitality. There are many things to learn and
1
Maranatha Christian University
practice, for example in making some special coffee. There are many kinds of
coffee such as cappuccino, café late, and black coffee and the making of each
is different.
The difficulty in providing beverage service happened to me when I did my
internship in Hilton Hotel (henceforth, HH) as an outlet server in the Executive
Lounge. When I had to work in the Executive Lounge I had to serve the guests
exclusively. It happened because those who visited the Executive Lounge were
from the executive rooms.
The operation hours of the Executive Lounge are from 06.30 AM until 11.00
PM. They are divided into three times which are breakfast, afternoon tea, and
evening cocktail. During the operation hours of the Executive Lounge, I had to
be ready to make some kinds of beverages for the guests.
As I did not have any knowledge about food and beverages services, I found
it difficult to do my tasks, especially in making coffee and cocktails. I had to
operate a coffee machine according to the kind of coffee requested by the
guests. I also had to provide some kinds of cocktails such as red wine, vodka,
brandy, martini, and many more for the evening cocktail. Sometimes the guests
also asked me to make beverages which require me to mix the liqueur such as
to make “screw driver” which is vodka mixed with orange juice. This situation
created a problem because I never drink any cocktail before and I do not know
much about it.
2
Maranatha Christian University
The aim of making this final paper is to explain my problem in making
beverages. There are the causes and the effects of my problem and I will
choose the best solution to solve the problem.
B. Identification of the Problem
My difficulty in providing the beverages in the Executive Lounge will be
discussed further. This term paper is meant to answer these following questions:
1. Why is it difficult for me to make beverage for the guests in the Executive
Lounge at HH?
2. How does the problem influence my working performance?
3. What is the best solution to solve my problem in making beverages?
C. Objectives and Benefits of the Study
The objectives of writing this term paper are to give clear explanation
about the causes which make me difficult to learn beverage services, the
effects of my difficulty on my working performance, and then the best
solution to solve my problem efectively. This term paper will give a lot of
benefits for many students, especially those who want to know further
3
Maranatha Christian University
information about working in the hotel industry. HH also will get the benefit
as this term paper can be made as a benchmark for HH to know the
difficulty that a trainee might have during an internship especially for those
who do not come from a Hospitality Subject. For the readers, they can add
their knowledge especially in making beverages in the hotel industry. For
me, as a writer, I can share my experience in working in the hotel industry
especially in the way I build relationship with others such as the staff of HH
and the guests.
D. Description of the Institution
From “Celebrating Our Story” Handbook from Hilton Bandung there is
story about Hilton World Wide. Conrad Hilton is the person behind the
success of Hilton worldwide. The story started when Conrad and his family
decided to build some rooms in their house for the people who visited the
town where Conrad and his family lived. As a promotion, Conrad and his
brother had given brochures to many people in the train station near their
house. That effort worked well as there were many people who felt
interested to stay in the Conrad’s hotel and in 1919 Conrad gave name this
Hotel The Mobley. The success of Conrad’s hotel business did not stop until
The Mobley, because in 1925 Conrad succeed to open his second hotel,
Hilton, which was located in Dallas, USA.
4
Maranatha Christian University
From year to year Hilton develops and creates more new concepts in the
hotel industry. In Indonesia there is just one HH which was built in 2009, it is
located on Jl.H.O.S Tjokroaminoto 41 – 43 Bandung. The shareholders of
HH Bandung is Mr. Tatang. HH tried to make its guests feel satisfied, HH
wants to ensure every guest feels cared for, valued, and respected, and it
shows HH wants to treat its guests with hospitality. Based on Celebrating
our story handbook, it is stated that HH’s vision is, “To fill the earth with the
light and warmth of hospitality” (3-5). There also stated that HH’s mission is,
“To be the first choice of our guests, team member, and the owners” (3-5).
That means HH wants to be the place which can make people feel like in
their own home. Until now HH always sticks on Conrad’s dream and its
vision and mission.
Hilton Bandung has 186 rooms which are divided into 5 kinds of rooms,
there are Deluxe, Executive, Executive Plus, Junior Suites, and Presidential
Suites. There are also Magma bar, Purnawarman restaurant, Fresco (Italian
restaurant), Caffe Cino, Executive Lounge, fitness center, rooftop swimming
pool, Jiwa spa, meeting rooms, and grand ballrooms (Hilton website).
E. Method of the Study
The first method of the study for collecting the data are by doing the
observation in the Executive Lounge in HH Bandung which is recorded in
my internship journal. The second method is by making an interview with the
staff in the Executive Lounge. The third method is by collecting data from
5
Maranatha Christian University
the library and internet. The last method is by collecting data from the
training handbook of Hilton Bandung.
F. Limitation of the Study
The main focus of the study is myself as an outlet server in the Executive
Lounge who had difficulty in making the beverage service. I worked 9 hours
per day. The period of my internship was from December 2011 until March
2012.
G. Organization of the Term Paper
This term paper starts with the Abstract, Declaration of Originality,
Acknowledgements and then four chapters which contain the explanation
about my problem during my internship. In Chapter I there is the Introduction
about the problem. In Chapter II there is Problem Analysis, which analyzes
some factors which cause the problem I face and the effect of my problem.
Chapter III explains three potential solutions along with the analysis of the
potential positive and negative effects of each of them. In Chapter IV there
is a conclusion which discusses the best solution for solving the problem. In
the last part there are Bibliography, and Appendices containing the flow
chart and the transcription of the interview.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
In this chapter I would like to conclude this term paper about my difficulty
in providing beverage services in the Executive Lounge. In the previous
chapter I have already explained about the causes, effects, and potential
solutions of my problem. The causes are, I did not have any knowledge about
beverage services, I was not given training about beverage services, and I
did not have any working experience in the Hotel industry. The three effects
are, I became stressful, I looked unprofessional and I could not work fast. In
Chapter Three I have explained about three potential solutions. The first
potential solution is I will observe the Executive Lounge staff in making
beverages, the second is I will ask question to the staff about the beverage
services when the staff is not busy, and the third is I will ask my supervisor to
give me training during my working schedule.
18
Maranatha Christian University
I chose three potential solutions to solve my problem because all solutions
are related for the steps of learning. The first step is I will observe the
Executive Lounge staff in making beverages. I choose this potential solution
as my first step of learning beverages because by observing I can get the
information how to make beverages without disturbing the staff. I also can
learn how to operate the coffee machine, mix the coffee with milk, etc. The
second step is I will ask the staff about the beverage services when the staff
is not busy. If I ask the staff about making beverages I will get clear and
complete explanation that can make me understand about my job especially
in making beverages. There are many techniques in making kinds of
beverages and by asking the staff I can get clear and complete explanation.
Besides, I can remember the explanation longer. The third step is I will ask
my supervisor to give me training during my working schedule. Training gives
me the real knowledge about making beverages. I can get the knowledge
from the staff who knows exactly the techniques to make beverages. By
training, I also can ask the staff about making beverages freely without
disturbing the staff and the guests.
In my opinion, observing the Executive Lounge staff in making beverages,
asking the staff about the beverage services, and asking my supervisor to
give me training during my working hours are the most effective solutions
which cannot be separated. My suggestion is I think it is important for HH
especially the Executive Lounge outlet to pay more attention and give more
19
Maranatha Christian University
guidance to the trainees because not all trainees have the skills related to the
job.
20
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources:
Hilton Training Committee. Celebrating Our Story Handbook. Bandung:
Hilton, 2012.
Suyono, Joko. Food Service Management. Bandung: NHII Press, 2004.
WA, Marsum. Restoran dan Segala Permasalahannya. Yogyakarta: Andy
Offset, 2005.
.
Electronic Sources:
Ahira, Anne. “Pelatihan Karyawan Sebagai Peningkatan Kualitas Kerja.”
AnneAhira.com 2012. 15 October. 2012 .
.
Collins, Jack.”Why is Work Experience Important?.” All About Careers 2010.
25 December 2012.
.
Maranatha Christian University
David, Roland. “Importance of Training.” ManagementStudyGuide.com. 2012.
15 October 2012.
< http://www.managementstudyguide.com/training-of-employees.htm>.
Dooley, Paul.”Are We Bothering Others?.” Anxiety Guru 2008. 15 October
2012. .
Granados, C.“Enhancing Motor Learning through Dyad Practice:
Contributions of Observation and Dialogue” Pulmed.gov June 2007. 16
October 2012.
Kania, Verlita “The Benefits of Training for the Company and the Employee”.
UVI.co.id 23 January 2014
Kirschner, Rick “The Benefits of Asking Questions.” altMD 19 July 2009. 10
December 2012.
Maulana, Muhammad. “The Aim and the Benefits of the Observation.”
Maranatha Christian University
Sepkomdanga. 27 November 2013.
.
Ngo, Davi.”Advantages and Disadvantages of Direct Observation.”
HumanResources.Hrvinet.com. 26 March 2010. 16 October 2012.
.
Sunarline, Maydian. “Magang Kerja.” Scribd.com 2010. 15 October 2012.
< http://www.scribd.com/doc/88534993/Magang -kerja>.
INTERVIEW:
Adhitya Wirawan, Seandy. Personal Interview. 26 December 2012.
Maranatha Christian University
Pada tugas akhir ini saya akan menjelaskan tentang permasalahan yang
saya hadapi yaitu kesulitan dalam meracik minuman sebagai outlet server di
Executive Lounge. Permasalahan tersebut saya temukan selama menjalani
masa magang pada bulan Desember 2011 sampai dengan Maret 2012 di
Hilton Hotel Bandung.
Penyebab dari permasalahan saya dalam meracik minuman timbul karena
pertama, saya tidak mempunyai pengetahuan tentang bagaimana cara
meracik minuman, kedua saya tidak diberikan pelatihan tentang cara meracik
minuman, dan yang ketiga saya tidak memiliki pengalaman bekerja di industri
hotel sebelumnya. Akibat dari permasalahan yang saya hadapi adalah, saya
menjadi stress, yang kedua saya terlihat tidak profesional, dan yang ketiga
saya tidak dapat bekerja dengan cepat. Adapun solusi untuk memecahkan
permasalahan saya, yakni pertama melakukan observasi staf di Executive
Lounge dalam meracik minuman, yang kedua bertanya kepada staf tentang
penyajian minuman, dan yang ketiga salah seorang supervisor memberikan
pelatihan untuk saya.
Solusi yang saya pilih sebagai pemecahan permasalahan saya adalah
ketiga solusi tersebut. Saya memilih ketiga solusi tersebut karena saya
merasa ketiga solusi tersebut tidak dapat dipisahkan satu sama lainnya, dan
dengan melakukan ketiganya saya lebih mendapatkan penjelasan yang lebih
lengkap tentang peracikan minuman.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT…………………………………………………………………………..i
DECLARATION OF ORIGINALITY………………………………………………..ii
ACKNOWLEDGEMENTS………………………………………………………….iii
TABLE OF CONTENTS…………………………………………………………...iv
CHAPTER I.
A.
B.
C.
D.
E.
F.
G.
INTRODUCTION……………………………………………………1
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS…………………………………………7
CHAPTER III. POTENTIAL SOLUTIONS……………………………………12
CHAPTER IV. CONCLUSION…………………………………………………18
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
ii
Maranatha Christian University
B. THE INTERVIEW QUESTIONS
C. THE TRANSCRIPTION OF THE INTERVIEW
iii
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
The need for travelers to stay in the hotel always exists. Hotel is not just
used for staying during a visit, but also for meeting, wedding ceremony,
exhibition, etc. It can be said that hotel sells service. Therefore, in order to
provide excellent service, it is important to have good hotel staff.
To be considered good hotel staff, They did not only have to posses good
attitude and personality, such as being polite and friendly but also have to know
hotel industry knowledge such as food and beverage service knowledge. This
kind of knowledge is important because the more the staff knows about food
and beverage knowledge, the more professional they would be.
However, it takes a lot of time to learn about the food or beverage
knowledge especially for those who do not come from a hotel industry or who
do not have any background in hospitality. There are many things to learn and
1
Maranatha Christian University
practice, for example in making some special coffee. There are many kinds of
coffee such as cappuccino, café late, and black coffee and the making of each
is different.
The difficulty in providing beverage service happened to me when I did my
internship in Hilton Hotel (henceforth, HH) as an outlet server in the Executive
Lounge. When I had to work in the Executive Lounge I had to serve the guests
exclusively. It happened because those who visited the Executive Lounge were
from the executive rooms.
The operation hours of the Executive Lounge are from 06.30 AM until 11.00
PM. They are divided into three times which are breakfast, afternoon tea, and
evening cocktail. During the operation hours of the Executive Lounge, I had to
be ready to make some kinds of beverages for the guests.
As I did not have any knowledge about food and beverages services, I found
it difficult to do my tasks, especially in making coffee and cocktails. I had to
operate a coffee machine according to the kind of coffee requested by the
guests. I also had to provide some kinds of cocktails such as red wine, vodka,
brandy, martini, and many more for the evening cocktail. Sometimes the guests
also asked me to make beverages which require me to mix the liqueur such as
to make “screw driver” which is vodka mixed with orange juice. This situation
created a problem because I never drink any cocktail before and I do not know
much about it.
2
Maranatha Christian University
The aim of making this final paper is to explain my problem in making
beverages. There are the causes and the effects of my problem and I will
choose the best solution to solve the problem.
B. Identification of the Problem
My difficulty in providing the beverages in the Executive Lounge will be
discussed further. This term paper is meant to answer these following questions:
1. Why is it difficult for me to make beverage for the guests in the Executive
Lounge at HH?
2. How does the problem influence my working performance?
3. What is the best solution to solve my problem in making beverages?
C. Objectives and Benefits of the Study
The objectives of writing this term paper are to give clear explanation
about the causes which make me difficult to learn beverage services, the
effects of my difficulty on my working performance, and then the best
solution to solve my problem efectively. This term paper will give a lot of
benefits for many students, especially those who want to know further
3
Maranatha Christian University
information about working in the hotel industry. HH also will get the benefit
as this term paper can be made as a benchmark for HH to know the
difficulty that a trainee might have during an internship especially for those
who do not come from a Hospitality Subject. For the readers, they can add
their knowledge especially in making beverages in the hotel industry. For
me, as a writer, I can share my experience in working in the hotel industry
especially in the way I build relationship with others such as the staff of HH
and the guests.
D. Description of the Institution
From “Celebrating Our Story” Handbook from Hilton Bandung there is
story about Hilton World Wide. Conrad Hilton is the person behind the
success of Hilton worldwide. The story started when Conrad and his family
decided to build some rooms in their house for the people who visited the
town where Conrad and his family lived. As a promotion, Conrad and his
brother had given brochures to many people in the train station near their
house. That effort worked well as there were many people who felt
interested to stay in the Conrad’s hotel and in 1919 Conrad gave name this
Hotel The Mobley. The success of Conrad’s hotel business did not stop until
The Mobley, because in 1925 Conrad succeed to open his second hotel,
Hilton, which was located in Dallas, USA.
4
Maranatha Christian University
From year to year Hilton develops and creates more new concepts in the
hotel industry. In Indonesia there is just one HH which was built in 2009, it is
located on Jl.H.O.S Tjokroaminoto 41 – 43 Bandung. The shareholders of
HH Bandung is Mr. Tatang. HH tried to make its guests feel satisfied, HH
wants to ensure every guest feels cared for, valued, and respected, and it
shows HH wants to treat its guests with hospitality. Based on Celebrating
our story handbook, it is stated that HH’s vision is, “To fill the earth with the
light and warmth of hospitality” (3-5). There also stated that HH’s mission is,
“To be the first choice of our guests, team member, and the owners” (3-5).
That means HH wants to be the place which can make people feel like in
their own home. Until now HH always sticks on Conrad’s dream and its
vision and mission.
Hilton Bandung has 186 rooms which are divided into 5 kinds of rooms,
there are Deluxe, Executive, Executive Plus, Junior Suites, and Presidential
Suites. There are also Magma bar, Purnawarman restaurant, Fresco (Italian
restaurant), Caffe Cino, Executive Lounge, fitness center, rooftop swimming
pool, Jiwa spa, meeting rooms, and grand ballrooms (Hilton website).
E. Method of the Study
The first method of the study for collecting the data are by doing the
observation in the Executive Lounge in HH Bandung which is recorded in
my internship journal. The second method is by making an interview with the
staff in the Executive Lounge. The third method is by collecting data from
5
Maranatha Christian University
the library and internet. The last method is by collecting data from the
training handbook of Hilton Bandung.
F. Limitation of the Study
The main focus of the study is myself as an outlet server in the Executive
Lounge who had difficulty in making the beverage service. I worked 9 hours
per day. The period of my internship was from December 2011 until March
2012.
G. Organization of the Term Paper
This term paper starts with the Abstract, Declaration of Originality,
Acknowledgements and then four chapters which contain the explanation
about my problem during my internship. In Chapter I there is the Introduction
about the problem. In Chapter II there is Problem Analysis, which analyzes
some factors which cause the problem I face and the effect of my problem.
Chapter III explains three potential solutions along with the analysis of the
potential positive and negative effects of each of them. In Chapter IV there
is a conclusion which discusses the best solution for solving the problem. In
the last part there are Bibliography, and Appendices containing the flow
chart and the transcription of the interview.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
In this chapter I would like to conclude this term paper about my difficulty
in providing beverage services in the Executive Lounge. In the previous
chapter I have already explained about the causes, effects, and potential
solutions of my problem. The causes are, I did not have any knowledge about
beverage services, I was not given training about beverage services, and I
did not have any working experience in the Hotel industry. The three effects
are, I became stressful, I looked unprofessional and I could not work fast. In
Chapter Three I have explained about three potential solutions. The first
potential solution is I will observe the Executive Lounge staff in making
beverages, the second is I will ask question to the staff about the beverage
services when the staff is not busy, and the third is I will ask my supervisor to
give me training during my working schedule.
18
Maranatha Christian University
I chose three potential solutions to solve my problem because all solutions
are related for the steps of learning. The first step is I will observe the
Executive Lounge staff in making beverages. I choose this potential solution
as my first step of learning beverages because by observing I can get the
information how to make beverages without disturbing the staff. I also can
learn how to operate the coffee machine, mix the coffee with milk, etc. The
second step is I will ask the staff about the beverage services when the staff
is not busy. If I ask the staff about making beverages I will get clear and
complete explanation that can make me understand about my job especially
in making beverages. There are many techniques in making kinds of
beverages and by asking the staff I can get clear and complete explanation.
Besides, I can remember the explanation longer. The third step is I will ask
my supervisor to give me training during my working schedule. Training gives
me the real knowledge about making beverages. I can get the knowledge
from the staff who knows exactly the techniques to make beverages. By
training, I also can ask the staff about making beverages freely without
disturbing the staff and the guests.
In my opinion, observing the Executive Lounge staff in making beverages,
asking the staff about the beverage services, and asking my supervisor to
give me training during my working hours are the most effective solutions
which cannot be separated. My suggestion is I think it is important for HH
especially the Executive Lounge outlet to pay more attention and give more
19
Maranatha Christian University
guidance to the trainees because not all trainees have the skills related to the
job.
20
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources:
Hilton Training Committee. Celebrating Our Story Handbook. Bandung:
Hilton, 2012.
Suyono, Joko. Food Service Management. Bandung: NHII Press, 2004.
WA, Marsum. Restoran dan Segala Permasalahannya. Yogyakarta: Andy
Offset, 2005.
.
Electronic Sources:
Ahira, Anne. “Pelatihan Karyawan Sebagai Peningkatan Kualitas Kerja.”
AnneAhira.com 2012. 15 October. 2012 .
.
Collins, Jack.”Why is Work Experience Important?.” All About Careers 2010.
25 December 2012.
.
Maranatha Christian University
David, Roland. “Importance of Training.” ManagementStudyGuide.com. 2012.
15 October 2012.
< http://www.managementstudyguide.com/training-of-employees.htm>.
Dooley, Paul.”Are We Bothering Others?.” Anxiety Guru 2008. 15 October
2012. .
Granados, C.“Enhancing Motor Learning through Dyad Practice:
Contributions of Observation and Dialogue” Pulmed.gov June 2007. 16
October 2012.
Kania, Verlita “The Benefits of Training for the Company and the Employee”.
UVI.co.id 23 January 2014
Kirschner, Rick “The Benefits of Asking Questions.” altMD 19 July 2009. 10
December 2012.
Maulana, Muhammad. “The Aim and the Benefits of the Observation.”
Maranatha Christian University
Sepkomdanga. 27 November 2013.
.
Ngo, Davi.”Advantages and Disadvantages of Direct Observation.”
HumanResources.Hrvinet.com. 26 March 2010. 16 October 2012.
.
Sunarline, Maydian. “Magang Kerja.” Scribd.com 2010. 15 October 2012.
< http://www.scribd.com/doc/88534993/Magang -kerja>.
INTERVIEW:
Adhitya Wirawan, Seandy. Personal Interview. 26 December 2012.
Maranatha Christian University