Handling My Problem of Work Adaption as a Front Office Trainee at Hilton Hotel Bandung.
ABSTRACT
Penelitian ini dilakukan untuk membahas masalah saya dalam
penyesuaian diri terhadap dunia pekerjaan saya sebagai trainee di Hotel
Hilton Bandung. Dalam penelitian ini, saya melihat adanya masalah, bahwa
saya mengalami kesulitan dalam menyesuaikan diri dengan berbagai tugas
yang dilakukan dalam kegiatan kerja di Front Office Hotel Hilton Bandung.
Saya menganalisa sebab dan akibat masalah adaptasi yang muncul
dalam lingkungan kerja sebagai seorang trainee baru. Penyebab munculnya
masalah tersebut, adalah saya tidak pernah memiliki pengalaman kerja
sebelumnya, saya kurang mampu bekerja sama sebagai tim, dan saya
merasa kurang percaya diri.
Berbagai penyebab ini memunculkan suatu masalah tersendiri bagi
saya, yaitu saya merasa bosan, dan saya tidak dapat memiliki hubungan
yang baik dengan staff senior.
Untuk menyelesaikan masalah ini, saya memiliki tiga solusi yang dapat
digunakan, yaitu pihak hotel mengadakan acara kebersamaan yang rutin bagi
para staff senior dan trainee baru, Staff senior harus memperlakukan trainee
baru dengan lebih baik, dan pihak hotel harus mengadakan kegiatan training.
Hasil penelitian ini mengungkapkan bahwa untuk menyelesaikan
masalah saya dalam penyesuaian diri, maka saya harus dapat
memanfaatkan ketiga solusi tersebut, tapi yang paling penting menurut saya
adalah solusi yang ketiga, yaitu pihak hotel harus mengadakan training untuk
membekali para trainee baru dengan pengetahuan tentang hotel itu sendiri.
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TABLE OF CONTENTS
APPROVAL PAGE .................................................................................
i
DECLARATION OF ORIGINALITY .........................................................
ii
ABSTRACT ............................................................................................
iii
ACKNOWLEDGEMENTS .......................................................................
iv
TABLE OF CONTENTS ..........................................................................
vi
CHAPTER I. INTRODUCTION ...............................................................
1
A.
B.
C.
D.
E.
F.
G.
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 ...............................................
10
CHAPTER IV. CONCLUSIONS ..............................................................
15
BIBLIOGRAPHY
APPENDICES :
A. FLOWCHART
B. THE TRANSCRIPTION OF THE INTERVIEW
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Maranatha Christian University
FLOWCHART
Causes:
1.
Problem
I did not have any experience
of working as Front Office
before.
2.
I was not capable in working in
a team, especially in working
with more senior staff.
3.
I had a lack of self confidence
Potential Negative Effects :
1.
Hilton Hotel should invest some
money to conduct gathering
activities.
2.
The activities can make the
organization lose its manpower
and time for a while.
Potential negative effects :
1.
The senior staff member has to
commit his or her time to guide
new trainees.
I had difficulty in adapting with my new
working environment as a Front Office
trainee at Hilton Hotel Bandung.
Potential Solution I :
Hilton Hotel should provide a routine
gathering program for new trainees and
senior staff from other devision.
Potential solution II :
I should learn and model the senior staff
in doing the activities.
Effects :
1.
I often felt bored.
2.
I could not get along well with
the staff.
Potential positive effects :
1.
The new trainee and I will
have a better relationship with
the staff.
2.
I can learn from the senior
about how to adapt myself in
the workplace.
Potential positive effects :
1.
I will gain experience from
the senior staff.
Potential solution III :
Potential negative effects :
Hilton Hotel should conduct an on-the-job
training for the new trainees.
Potential positive effects :
1.
Hotel must provide some
money to pay for the trainer
from outside or inside of the
hotel.
1.
Chosen solution
Combining the three potential solution.
I will learn faster to do my
tasks.
APPENDIX B
TRANSCRIPTION OF THE INTERVIEW
Name of Interviewer
: Glorya Putri
Name of Respondent
: Rizar (Supervisor in Magic Department)
Date of Interview
: 05 January 2012
Glorya :
Selamat siang bang, saya ingin bertanya, mengenai masalah
apa yang ada dalam pekerjaan sebagai seorang Front Office. Boleh minta
informasi mengenai pengalaman abang dalam lingkungan pekerjaan ini?
Terutama dalam berurusan sama Trainee baru?
Rizar :
Mm… masalah, ada berbagai macam masalah, dan ada banyak
juga situasinya.
Glorya :
Kalau begitu apa yang paling sering dialami oleh abang?
Rizar :
Yah… kalau yang paling sering dialami itu, kebanyakan trainee
kan orang baru, masalahnya mereka masih belum mengerti seperti apa sih
caranya kerja…
Glorya :
Oh begitu? Wah kalau terjadi masalah seperti itu, menurut
abang penyebabnya apa?
Rizar :
Hmm, karena sebagian besar baru lulus, jadi mereka masih
belum punya gambaran, seperti apa sih caranya kerja sebagai seorang Front
Office, gitu….
Glorya :
Oh begitu?
Rizar :
Iya, jadi banyak dari mereka yang sering salah dalam kerja, ada
yang melakukan hal-hal yang ga sopan juga di lingkungan Front Office,
jadinya nggak enak juga buat kitanya.
Glorya :
Oh iya bang? Kira-kira selain karena sebagian besar baru lulus,
ada masalah lagi nggak yang biasa abang temuin?
Rizar :
Kalau yang biasa kita lihat itu, biasanya anak-anak baru itu
masih belum biasa kerja sama-sama. Maksudnya, mereka masih belum bisa
disuruh ini itu, terutama kalo kita harus kerja barengan. Sebagian besar lebih
senang sibuk sendiri-sendiri
Glorya :
Kalau mereka begitu, apa akibatnya bang?
Rizar :
Banyak masalahnya, sebagian besar kerjaan jadi harus terus
diawasi, kalau nggak ya nggak selesai. Kalau nggak, nanti dari bagian lain
mereka pada protes, dibilang kerjanya lambat lah, dibilang nggak bisa
ngikutin flow, dan lain-lain
Glorya :
Apa itu sering terjadi bang?
Rizar :
Yah, kadang-kadang ada aja, yang kasihan harus ngelayanin
konsumen, jadinya agak lama, bahkan nggak dikit yang marah-marah ke kita
mengenai ini. Nah ya itu, terkadang staff trainee-nya bande-bandel, jadi
mereka nggak bisa diatur atau dibilangin, pada akhirnya dimarahin sama
customer
Glorya :
Maksudnya abang, nggak mau diatur?
Rizar :
Terkadang kalau kami menyampaikan apa-apa, mereka masih
nggak mau menurut, jadi kadang dianggap angin lalu saja, padahal
terkadang penting. Nah setelah dimarahin, jadi mereka baru tahu bagaimaan
harusnya, gitu lho…
Glorya :
Dan itu sering terjadi bang?
Rizar :
Bukan sering lagi, tiap hari ada saja, yang mungkin bisa disebut
learning curve atau pemebelajarnya juga buat trainee, terkadang kami juga
yang senior masih seperti itu, jadi wajar saja.
Glorya :
Oh iya bang, mm… kalau abang sendiri merasa trainee yang
baru masuk itu seperti apa?
Rizar :
Kalau dari pengalaman saya pribadi itu serba salah, maksudnya
mau ini itu takut salah, takut gimana, gitu… tapi setelah belajar sebulan dua
bulan, biasanya sudah bisa dan nggak banyak salah lagi.
Glorya :
Oh begitu baik, terima kasih ya bang, maaf sudah mengganggu,
selamat siang bang.
Rizar :
beraktivitas.
Oh tidak apa-apa. Sama-sama.. Selamat siang juga, selamat
CHAPTER I
INTRODUCTION
A. Background of the Study
In a hotel, one of the most important things to provide is an excellent
service to the hotel customers. In order to do so, the hotel staff must have
excellent knowledge and attitude to satisfy the customer’s needs and
expectations. Having excellent knowledge and attitude is compulsory for a
Front Office staff, as a Front Officer is the first one who gets in touch with
customers. To make a Front Office staff possesses excelent knowledge
and attitude, a conducive working environment is needed. This is
important because when there is a new staff in the department, he or she
needs to learn a lot. A conducive working environment is crucial to make
the new staff able to adapt himself or herself with the required knowledge
and attitude for working in the department.
During my internship from 27 December 2011 until 27 February 2012, I
became a Front Office trainee at Hilton Hotel Bandung. I found it difficult to
adapt to the new working environment especially in adjusting myself to the
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Maranatha Christian University
tasks that I had to do in my internship. I often found troubles when I should
handle the customers’ needs such as payment of the mini bar or the billing
check out, and I did not know what to do. During my internship, my main
duty was to serve the hotel guests. I had to help the guests with their
needs, such as helping them when they did the check-ins and check-outs,
making billing statement and helping the guests when they wanted to pay.
Working as a Front Officer required me to provide good and fast service to
make the guest satisfied. However, I found it difficult to meet the demands
of the position.
I found this problem important to analyze because during my internship
I observed that some of the new trainees could adjust well with their task,
but some others failed to do so. Even after we had worked for days, we
still did not know how to do things and the skills to be applied in their work.
This made me and also some new trainees only stood still and observed
the other staff doing their job during the first few weeks of the internship.
From this experience, I can see that the ability to adapt to the working
environment is crucial for me as a new trainee. As Kelly suggests in “How
to Adapt to a New Workplace”, adapting to a new job is an important skill
to survive in the workplace (par 1). Therefore in this paper I would like to
make a study about how myself, as a new trainee can do our task from
each department in Front Office devision. I hope this study can generate a
number of solutions and will be useful for other new trainees to adjust to
the working environment at the Front Office Department of Hilton Hotel
Bandung.
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Maranatha Christian University
B. Identification of the Problem
The problem I would like to discuss in this term paper are formulated in
these questions :
1. Why did I, as a Front Office trainee, find it difficult to adapt with my
new working environment in Hilton Hotel Bandung?
2. How does the problem affect my working performance?
3. How should I adapt with the new working environment?
C. Objectives of the Study
The objectives of the study are to find out the causes of my difficulty in
adapting as a Front Office trainee with the new working environment in
Hilton Hotel Bandung. The study also aims to find out how the problem
affects my working performance. Besides, the study is done to find out the
things that I should do to adapt with the new working environment. By
doing the study, I hope I can find solutions for the new trainees to adapt
him or herself with the working situation. Furthermore, by finding the best
solution to the problem, I hope that the study can also give benefits to
Hotel Hilton, so the hotel can find some ways to support new trainees in
their adjustment to the new working environment. The study also can bring
information for the readers who will become new trainees in Front Office
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Maranatha Christian University
Department so they can adapt well with the new working environment.
Also, this study can help me to adapt myself with the new work situation if
I work as a Front Officer in a hotel.
D. Description of the Institution
From the official website of Hilton Hotel, I get the information that the
Hilton Hotel Group was established in the United States of America.
Hilton Hotels became the first coast-to-coast hotel chain of the United
States in 1943. There are now over 530 Hilton branded hotels across the
world in 78 countries across five continents. The Hilton Hotel Network
was founded by Conrad Hilton in 1919.
In Bandung, the Hilton Hotel was established on 20 March 2009, by Mr.
Tatang Hermawan as the Chairman. The hotel was built on Jalan HOS.
Tjokroaminoto, also khown as Pasirkaliki area, that was a strategic area
between the Husein Sastranegara airport and Bandung railroad station.
Hilton Hotel Bandung has 5 room types, such as Deluxe Room,
Executive Room, Executive Plus Room, Junior Suite Room, and
Presidential Room. Hilton Hotel Bandung also provide 3 different kind of
restaurant in the Hotel area. There are also other facilities such as gym,
Jiwa SPA, Jaccussi, and a Swimming pool.
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Maranatha Christian University
E. Methods of the Study
To conduct this study, I get the information and data from the Library
Research. I gain information regarding the problems, theories, and
alternative solutions to the problem. I also browsed the Internet for the
articles, journal, and e-books to gain more accurate analysis regarding the
problem. I also did the interview with the Senior staff on 5 January 2012.
F. Limitation of the study
The study will focus on me, as a new trainee at the Front Office at
Hilton Hotel Bandung and my problem in adaptating myself to the working
environtment. The period of the research is from the 27th December, 2011
to 27th February 2012, when I did my internship in Hilton Hotel Bandung.
G. Organization of Term Paper
The term paper will be started with Abstract, Acknowledgements, Table
of Contents, followed by the First Chapter, the Introduction. In this
chapter, I will explain about the Background of the Study, and the problem.
Also, in the First Chapter I will explain about the Objective, the Benefit, the
description of Hilton Hotel Bandung, the Method of the Study, the
Limitation of the Study, and the Organization of the Term Paper. After
that, in Chapter Two I will explain causes and effects of the problems and
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Maranatha Christian University
the problem. In Chapter Three, I will explain the solutions to the problem,
with its positive and negative effects. In the last chapter, Chapter Four, I
will give explanation about the conclusion and the best solutions to solve
the problem. Finally, I end this term paper with the Bibliography and
Appendices containing Flowchart and The Transcription of the Interview.
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Maranatha Christian University
CHAPTER IV
CONCLUSION
In the previous chapters, I discussed about my problem of adaptation with
the new working environment as a new Front Office trainee in Hilton Hotel
Bandung. The causes of the problem are I did not have any experience
working as a Front office before, I was not capable of working in a team, and I
had a lack of self confidence. The problem also affect my working
performance. I often felt bored during my internship ; besides, I could not get
along well with the senior staff. I propose three potential solutions to solve the
problem. The first is Hilton Hotel Bandung should provide a routine gathering
program for new trainees and the senior staff. The second is I should model
the senior staff in doing the activities. The last is Hilton Hotel Bandung should
conduct an on-the-job training for the new trainees.
In my opinion, the best solution to overcome my problem is combining the
three potential solutions. The first solution is chosen because gathering
program for the new trainees and other members to have time together can
15
Maranatha Christian University
be an effective way to know each other. By conducting a gathering program,
Hilton Hotel Bandung can help me and other new trainees, to build a good
relationship with the other workmates from their own division and other
divisions as well. The second solution is chosen because modelling the
senior staff in doing their duties can be the fastest way to familiarize myself
with the skills needed to do my work. The third solution is also chosen to help
the new trainees adapt themselves with the workplace. As MSH publishing
stated in “Preparing a Training Program” that a good training should tell the
new worker what kind of work they should do in their work, so they can adapt
themselves with the work (par 4). By doing a good training session before
new trainees do their work as Front Officers, Hilton Hotel Management would
make the trainees more ready for their adaptation at work.
This research shows that the problem of my difficulty in adapting myself
with the tasks as a Font Officer in Hilton Hotel Bandung can be caused by
various things. A combination of some potential solutions can help to
overcome the problem. By having the problem resolved, new Front Officer
trainees can be better prepared when entering the workplace.
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Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Estlund Cynthia. Working Together: The Workplace in Civil Society.
New York. New York University press: New York. December
1999. 5 November 2012.
Electronic Sources
Carmichael, Evan. Training: Burden or Investment. 6 July 2003. 4
November 2009.
Christensen, Johann. Modelling a good behavior for new employee.
2009. 9 November 2012. <
Maranatha Christian University
http://www.google.co.id/url?sa=t&rct=j&q=&esrc=s&source=web&cd=4
&cad=rja&ved=0CDwQFjAD&url=http%3A%2F%2Falis.alberta.c
a%2Fep%2Feps%2Ftips%2Ftips.html%3FEK%3D12433&ei=D
C_HUOCxKI7trQfGjYDADg&usg=AFQjCNF_006AJOejCqXJS6
CfpHMQabQg5A&bvm=bv.1354675689,d.bmk>
Dimm, Charles. Not too long: How should a Training works?. 7 April
2008. 3 November 2012
Education, US Departement of. Mentoring Resorce Center. 2012. 12
November 2012.
Gourdreau, Jenna. Bored in the Office is it the New Productivity Killer.
2012. 31 May 2012.
Hanson. Working in a new situation. 1999. 8 November 2012.
Heathfield, Susan M. About.com. Top 10 mistakes managers make
managing people. 2012. 8 November 2012.
http://humanresources.about.com/od/badmanagerboss/a/mistak
es-managers-make-managing-people.htm
Hilton Hotel. Hilton Hotel Profile. 2012. 5 November 2012.
Http://erc.msh.org/mainpage.cfm?file=2.2.5i.htm&module=hr&languag
e=english
Jephcott, Tricia. 25 tips for motivating staff. 2012. 12 November 2012.
Kelly, John. How to Adapt to new Workplace. 12 August 2009. 5
November 2012.
Larsen, Kai. Learning organization. 2012.2012.
Marklin, Martin. Workplace that work. 5 April 2011. 6 November 2012.
Rickley. Train New Employees. 12 April 2002. 12 November 2012.
Service,Alameda Country Sosial . On the Job Training Manual. 2010. 8
November 2012.
Varni, Richard. Tips for Becoming and Effective Mentor. 2009. 8
November 2012.
Winston, Harris. Power Dynamics in Organization. 12 Dec 2008. 5
November 2012.
Wisegeek.com. What is the on the job training. 2012. 12 November
2012.
Working, Health. Ear to the Ground. 2012.
http://www.shepellfgi.com/ENCA/Employees%20and%20Families/Wellness%20Articles/Healt
hy%20Working/_Ear+to+the+Ground.asp
Interview Source
Rizar. Personal interview. 05 January 2012.
Maranatha Christian University
Penelitian ini dilakukan untuk membahas masalah saya dalam
penyesuaian diri terhadap dunia pekerjaan saya sebagai trainee di Hotel
Hilton Bandung. Dalam penelitian ini, saya melihat adanya masalah, bahwa
saya mengalami kesulitan dalam menyesuaikan diri dengan berbagai tugas
yang dilakukan dalam kegiatan kerja di Front Office Hotel Hilton Bandung.
Saya menganalisa sebab dan akibat masalah adaptasi yang muncul
dalam lingkungan kerja sebagai seorang trainee baru. Penyebab munculnya
masalah tersebut, adalah saya tidak pernah memiliki pengalaman kerja
sebelumnya, saya kurang mampu bekerja sama sebagai tim, dan saya
merasa kurang percaya diri.
Berbagai penyebab ini memunculkan suatu masalah tersendiri bagi
saya, yaitu saya merasa bosan, dan saya tidak dapat memiliki hubungan
yang baik dengan staff senior.
Untuk menyelesaikan masalah ini, saya memiliki tiga solusi yang dapat
digunakan, yaitu pihak hotel mengadakan acara kebersamaan yang rutin bagi
para staff senior dan trainee baru, Staff senior harus memperlakukan trainee
baru dengan lebih baik, dan pihak hotel harus mengadakan kegiatan training.
Hasil penelitian ini mengungkapkan bahwa untuk menyelesaikan
masalah saya dalam penyesuaian diri, maka saya harus dapat
memanfaatkan ketiga solusi tersebut, tapi yang paling penting menurut saya
adalah solusi yang ketiga, yaitu pihak hotel harus mengadakan training untuk
membekali para trainee baru dengan pengetahuan tentang hotel itu sendiri.
iii
Maranatha Christian University
TABLE OF CONTENTS
APPROVAL PAGE .................................................................................
i
DECLARATION OF ORIGINALITY .........................................................
ii
ABSTRACT ............................................................................................
iii
ACKNOWLEDGEMENTS .......................................................................
iv
TABLE OF CONTENTS ..........................................................................
vi
CHAPTER I. INTRODUCTION ...............................................................
1
A.
B.
C.
D.
E.
F.
G.
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 ...............................................
10
CHAPTER IV. CONCLUSIONS ..............................................................
15
BIBLIOGRAPHY
APPENDICES :
A. FLOWCHART
B. THE TRANSCRIPTION OF THE INTERVIEW
vi
Maranatha Christian University
FLOWCHART
Causes:
1.
Problem
I did not have any experience
of working as Front Office
before.
2.
I was not capable in working in
a team, especially in working
with more senior staff.
3.
I had a lack of self confidence
Potential Negative Effects :
1.
Hilton Hotel should invest some
money to conduct gathering
activities.
2.
The activities can make the
organization lose its manpower
and time for a while.
Potential negative effects :
1.
The senior staff member has to
commit his or her time to guide
new trainees.
I had difficulty in adapting with my new
working environment as a Front Office
trainee at Hilton Hotel Bandung.
Potential Solution I :
Hilton Hotel should provide a routine
gathering program for new trainees and
senior staff from other devision.
Potential solution II :
I should learn and model the senior staff
in doing the activities.
Effects :
1.
I often felt bored.
2.
I could not get along well with
the staff.
Potential positive effects :
1.
The new trainee and I will
have a better relationship with
the staff.
2.
I can learn from the senior
about how to adapt myself in
the workplace.
Potential positive effects :
1.
I will gain experience from
the senior staff.
Potential solution III :
Potential negative effects :
Hilton Hotel should conduct an on-the-job
training for the new trainees.
Potential positive effects :
1.
Hotel must provide some
money to pay for the trainer
from outside or inside of the
hotel.
1.
Chosen solution
Combining the three potential solution.
I will learn faster to do my
tasks.
APPENDIX B
TRANSCRIPTION OF THE INTERVIEW
Name of Interviewer
: Glorya Putri
Name of Respondent
: Rizar (Supervisor in Magic Department)
Date of Interview
: 05 January 2012
Glorya :
Selamat siang bang, saya ingin bertanya, mengenai masalah
apa yang ada dalam pekerjaan sebagai seorang Front Office. Boleh minta
informasi mengenai pengalaman abang dalam lingkungan pekerjaan ini?
Terutama dalam berurusan sama Trainee baru?
Rizar :
Mm… masalah, ada berbagai macam masalah, dan ada banyak
juga situasinya.
Glorya :
Kalau begitu apa yang paling sering dialami oleh abang?
Rizar :
Yah… kalau yang paling sering dialami itu, kebanyakan trainee
kan orang baru, masalahnya mereka masih belum mengerti seperti apa sih
caranya kerja…
Glorya :
Oh begitu? Wah kalau terjadi masalah seperti itu, menurut
abang penyebabnya apa?
Rizar :
Hmm, karena sebagian besar baru lulus, jadi mereka masih
belum punya gambaran, seperti apa sih caranya kerja sebagai seorang Front
Office, gitu….
Glorya :
Oh begitu?
Rizar :
Iya, jadi banyak dari mereka yang sering salah dalam kerja, ada
yang melakukan hal-hal yang ga sopan juga di lingkungan Front Office,
jadinya nggak enak juga buat kitanya.
Glorya :
Oh iya bang? Kira-kira selain karena sebagian besar baru lulus,
ada masalah lagi nggak yang biasa abang temuin?
Rizar :
Kalau yang biasa kita lihat itu, biasanya anak-anak baru itu
masih belum biasa kerja sama-sama. Maksudnya, mereka masih belum bisa
disuruh ini itu, terutama kalo kita harus kerja barengan. Sebagian besar lebih
senang sibuk sendiri-sendiri
Glorya :
Kalau mereka begitu, apa akibatnya bang?
Rizar :
Banyak masalahnya, sebagian besar kerjaan jadi harus terus
diawasi, kalau nggak ya nggak selesai. Kalau nggak, nanti dari bagian lain
mereka pada protes, dibilang kerjanya lambat lah, dibilang nggak bisa
ngikutin flow, dan lain-lain
Glorya :
Apa itu sering terjadi bang?
Rizar :
Yah, kadang-kadang ada aja, yang kasihan harus ngelayanin
konsumen, jadinya agak lama, bahkan nggak dikit yang marah-marah ke kita
mengenai ini. Nah ya itu, terkadang staff trainee-nya bande-bandel, jadi
mereka nggak bisa diatur atau dibilangin, pada akhirnya dimarahin sama
customer
Glorya :
Maksudnya abang, nggak mau diatur?
Rizar :
Terkadang kalau kami menyampaikan apa-apa, mereka masih
nggak mau menurut, jadi kadang dianggap angin lalu saja, padahal
terkadang penting. Nah setelah dimarahin, jadi mereka baru tahu bagaimaan
harusnya, gitu lho…
Glorya :
Dan itu sering terjadi bang?
Rizar :
Bukan sering lagi, tiap hari ada saja, yang mungkin bisa disebut
learning curve atau pemebelajarnya juga buat trainee, terkadang kami juga
yang senior masih seperti itu, jadi wajar saja.
Glorya :
Oh iya bang, mm… kalau abang sendiri merasa trainee yang
baru masuk itu seperti apa?
Rizar :
Kalau dari pengalaman saya pribadi itu serba salah, maksudnya
mau ini itu takut salah, takut gimana, gitu… tapi setelah belajar sebulan dua
bulan, biasanya sudah bisa dan nggak banyak salah lagi.
Glorya :
Oh begitu baik, terima kasih ya bang, maaf sudah mengganggu,
selamat siang bang.
Rizar :
beraktivitas.
Oh tidak apa-apa. Sama-sama.. Selamat siang juga, selamat
CHAPTER I
INTRODUCTION
A. Background of the Study
In a hotel, one of the most important things to provide is an excellent
service to the hotel customers. In order to do so, the hotel staff must have
excellent knowledge and attitude to satisfy the customer’s needs and
expectations. Having excellent knowledge and attitude is compulsory for a
Front Office staff, as a Front Officer is the first one who gets in touch with
customers. To make a Front Office staff possesses excelent knowledge
and attitude, a conducive working environment is needed. This is
important because when there is a new staff in the department, he or she
needs to learn a lot. A conducive working environment is crucial to make
the new staff able to adapt himself or herself with the required knowledge
and attitude for working in the department.
During my internship from 27 December 2011 until 27 February 2012, I
became a Front Office trainee at Hilton Hotel Bandung. I found it difficult to
adapt to the new working environment especially in adjusting myself to the
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tasks that I had to do in my internship. I often found troubles when I should
handle the customers’ needs such as payment of the mini bar or the billing
check out, and I did not know what to do. During my internship, my main
duty was to serve the hotel guests. I had to help the guests with their
needs, such as helping them when they did the check-ins and check-outs,
making billing statement and helping the guests when they wanted to pay.
Working as a Front Officer required me to provide good and fast service to
make the guest satisfied. However, I found it difficult to meet the demands
of the position.
I found this problem important to analyze because during my internship
I observed that some of the new trainees could adjust well with their task,
but some others failed to do so. Even after we had worked for days, we
still did not know how to do things and the skills to be applied in their work.
This made me and also some new trainees only stood still and observed
the other staff doing their job during the first few weeks of the internship.
From this experience, I can see that the ability to adapt to the working
environment is crucial for me as a new trainee. As Kelly suggests in “How
to Adapt to a New Workplace”, adapting to a new job is an important skill
to survive in the workplace (par 1). Therefore in this paper I would like to
make a study about how myself, as a new trainee can do our task from
each department in Front Office devision. I hope this study can generate a
number of solutions and will be useful for other new trainees to adjust to
the working environment at the Front Office Department of Hilton Hotel
Bandung.
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B. Identification of the Problem
The problem I would like to discuss in this term paper are formulated in
these questions :
1. Why did I, as a Front Office trainee, find it difficult to adapt with my
new working environment in Hilton Hotel Bandung?
2. How does the problem affect my working performance?
3. How should I adapt with the new working environment?
C. Objectives of the Study
The objectives of the study are to find out the causes of my difficulty in
adapting as a Front Office trainee with the new working environment in
Hilton Hotel Bandung. The study also aims to find out how the problem
affects my working performance. Besides, the study is done to find out the
things that I should do to adapt with the new working environment. By
doing the study, I hope I can find solutions for the new trainees to adapt
him or herself with the working situation. Furthermore, by finding the best
solution to the problem, I hope that the study can also give benefits to
Hotel Hilton, so the hotel can find some ways to support new trainees in
their adjustment to the new working environment. The study also can bring
information for the readers who will become new trainees in Front Office
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Department so they can adapt well with the new working environment.
Also, this study can help me to adapt myself with the new work situation if
I work as a Front Officer in a hotel.
D. Description of the Institution
From the official website of Hilton Hotel, I get the information that the
Hilton Hotel Group was established in the United States of America.
Hilton Hotels became the first coast-to-coast hotel chain of the United
States in 1943. There are now over 530 Hilton branded hotels across the
world in 78 countries across five continents. The Hilton Hotel Network
was founded by Conrad Hilton in 1919.
In Bandung, the Hilton Hotel was established on 20 March 2009, by Mr.
Tatang Hermawan as the Chairman. The hotel was built on Jalan HOS.
Tjokroaminoto, also khown as Pasirkaliki area, that was a strategic area
between the Husein Sastranegara airport and Bandung railroad station.
Hilton Hotel Bandung has 5 room types, such as Deluxe Room,
Executive Room, Executive Plus Room, Junior Suite Room, and
Presidential Room. Hilton Hotel Bandung also provide 3 different kind of
restaurant in the Hotel area. There are also other facilities such as gym,
Jiwa SPA, Jaccussi, and a Swimming pool.
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E. Methods of the Study
To conduct this study, I get the information and data from the Library
Research. I gain information regarding the problems, theories, and
alternative solutions to the problem. I also browsed the Internet for the
articles, journal, and e-books to gain more accurate analysis regarding the
problem. I also did the interview with the Senior staff on 5 January 2012.
F. Limitation of the study
The study will focus on me, as a new trainee at the Front Office at
Hilton Hotel Bandung and my problem in adaptating myself to the working
environtment. The period of the research is from the 27th December, 2011
to 27th February 2012, when I did my internship in Hilton Hotel Bandung.
G. Organization of Term Paper
The term paper will be started with Abstract, Acknowledgements, Table
of Contents, followed by the First Chapter, the Introduction. In this
chapter, I will explain about the Background of the Study, and the problem.
Also, in the First Chapter I will explain about the Objective, the Benefit, the
description of Hilton Hotel Bandung, the Method of the Study, the
Limitation of the Study, and the Organization of the Term Paper. After
that, in Chapter Two I will explain causes and effects of the problems and
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the problem. In Chapter Three, I will explain the solutions to the problem,
with its positive and negative effects. In the last chapter, Chapter Four, I
will give explanation about the conclusion and the best solutions to solve
the problem. Finally, I end this term paper with the Bibliography and
Appendices containing Flowchart and The Transcription of the Interview.
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CHAPTER IV
CONCLUSION
In the previous chapters, I discussed about my problem of adaptation with
the new working environment as a new Front Office trainee in Hilton Hotel
Bandung. The causes of the problem are I did not have any experience
working as a Front office before, I was not capable of working in a team, and I
had a lack of self confidence. The problem also affect my working
performance. I often felt bored during my internship ; besides, I could not get
along well with the senior staff. I propose three potential solutions to solve the
problem. The first is Hilton Hotel Bandung should provide a routine gathering
program for new trainees and the senior staff. The second is I should model
the senior staff in doing the activities. The last is Hilton Hotel Bandung should
conduct an on-the-job training for the new trainees.
In my opinion, the best solution to overcome my problem is combining the
three potential solutions. The first solution is chosen because gathering
program for the new trainees and other members to have time together can
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be an effective way to know each other. By conducting a gathering program,
Hilton Hotel Bandung can help me and other new trainees, to build a good
relationship with the other workmates from their own division and other
divisions as well. The second solution is chosen because modelling the
senior staff in doing their duties can be the fastest way to familiarize myself
with the skills needed to do my work. The third solution is also chosen to help
the new trainees adapt themselves with the workplace. As MSH publishing
stated in “Preparing a Training Program” that a good training should tell the
new worker what kind of work they should do in their work, so they can adapt
themselves with the work (par 4). By doing a good training session before
new trainees do their work as Front Officers, Hilton Hotel Management would
make the trainees more ready for their adaptation at work.
This research shows that the problem of my difficulty in adapting myself
with the tasks as a Font Officer in Hilton Hotel Bandung can be caused by
various things. A combination of some potential solutions can help to
overcome the problem. By having the problem resolved, new Front Officer
trainees can be better prepared when entering the workplace.
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BIBLIOGRAPHY
Printed Sources
Estlund Cynthia. Working Together: The Workplace in Civil Society.
New York. New York University press: New York. December
1999. 5 November 2012.
Electronic Sources
Carmichael, Evan. Training: Burden or Investment. 6 July 2003. 4
November 2009.
Christensen, Johann. Modelling a good behavior for new employee.
2009. 9 November 2012. <
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http://www.google.co.id/url?sa=t&rct=j&q=&esrc=s&source=web&cd=4
&cad=rja&ved=0CDwQFjAD&url=http%3A%2F%2Falis.alberta.c
a%2Fep%2Feps%2Ftips%2Ftips.html%3FEK%3D12433&ei=D
C_HUOCxKI7trQfGjYDADg&usg=AFQjCNF_006AJOejCqXJS6
CfpHMQabQg5A&bvm=bv.1354675689,d.bmk>
Dimm, Charles. Not too long: How should a Training works?. 7 April
2008. 3 November 2012
Education, US Departement of. Mentoring Resorce Center. 2012. 12
November 2012.
Gourdreau, Jenna. Bored in the Office is it the New Productivity Killer.
2012. 31 May 2012.
Hanson. Working in a new situation. 1999. 8 November 2012.
Heathfield, Susan M. About.com. Top 10 mistakes managers make
managing people. 2012. 8 November 2012.
http://humanresources.about.com/od/badmanagerboss/a/mistak
es-managers-make-managing-people.htm
Hilton Hotel. Hilton Hotel Profile. 2012. 5 November 2012.
Http://erc.msh.org/mainpage.cfm?file=2.2.5i.htm&module=hr&languag
e=english
Jephcott, Tricia. 25 tips for motivating staff. 2012. 12 November 2012.
Kelly, John. How to Adapt to new Workplace. 12 August 2009. 5
November 2012.
Larsen, Kai. Learning organization. 2012.2012.
Marklin, Martin. Workplace that work. 5 April 2011. 6 November 2012.
Rickley. Train New Employees. 12 April 2002. 12 November 2012.
Service,Alameda Country Sosial . On the Job Training Manual. 2010. 8
November 2012.
Varni, Richard. Tips for Becoming and Effective Mentor. 2009. 8
November 2012.
Winston, Harris. Power Dynamics in Organization. 12 Dec 2008. 5
November 2012.
Wisegeek.com. What is the on the job training. 2012. 12 November
2012.
Working, Health. Ear to the Ground. 2012.
http://www.shepellfgi.com/ENCA/Employees%20and%20Families/Wellness%20Articles/Healt
hy%20Working/_Ear+to+the+Ground.asp
Interview Source
Rizar. Personal interview. 05 January 2012.
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