Overcoming Difficulties in Completing The Given Tasks As A Sales Administration Staff At Grand Serela Hotel.
ABSTRACT
Tugas Akhir ini membahas tentang kesulitan yang saya hadapi dalam
menyelesaikan tugas saya sebagai seorang staf administrasi penjualan di
Grand Serela Hotel, Bandung. Selain itu, membahas juga mengenai apa
saja penyebab yang melatar belakangi timbulnya masalah tersebut dan
akibat yang ditimbulkannya. Selain itu saya ajukan beberapa solusi yang
saya gunakan dalam menghadapi masalah yang saya temui.
Setelah melakukan penelitian, penyebabnya adalah karena saya tidak
mendapatkan pelatihan sebelumnya mengenai bagaimana cara yang
tepat untuk menyelesaikan tugas-tugas yang diberikan, dan tidak
diberikan penjelasan mengenai pekerjaan yang harus saya kerjakan.
Akibatnya saya merasa bingung ketika harus menyelesaikan tugas-tugas
yang diberikan, dan pada akhirnya saya tidak dapat memberikan hasil
yang memuaskan pada tugas-tugas tersebut. Saya mendapatkan tiga
solusi untuk mengatasi masalah yang saya hadapi. Pertama, Hotel Grand
Serela sebaiknya memberikan pelatihan terlebih dahulu kepada pegawai
baru. Kedua, saya membuat daftar mengenai tugas-tugas yang harus
saya kerjakan setiap hari. Ketiga, hotel sebaiknya menyediakan orang
yang bertanggung jawab di kantor untuk mengawasi dan membantu para
pegawai dalam menyelesaikan tugas mereka.
Berdasarkan hasil penelitian, tiga solusi tersebut sangat efektif untuk
seorang staf administrasi penjualan dalam menyelesaikan tugasnya. Saya
memilih ketiga solusi tersebut karena ketiga solusi tersebut sangat
membantu saya sebagai seorang staf administrasi penjualan dalam
menyelesaikan tugasnya dengan baik dan efektif.
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TABLE OF CONTENTS
ABSTRACT...................................................................................................i
DECLARATION OF ORIGINALITY..............................................................ii
ACKNOWLEDGEMENTS...........................................................................iii
TABLE OF CONTENTS..............................................................................iv
CHAPTER I. INTRODUCTION.................................................................1-5
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.......................................................6-8
CHAPTER III. POTENTIAL SOLUTIONS..............................................9-14
CHAPTER IV. CONCLUSION..............................................................15-16
BIBLIOGRAPHY
APPENDIX:
A. FLOWCHART
B. THE LIST OF THE INTERVIEW QUESTION
C. THE TRANSCRIPTION OF THE INTERVIEW
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APPENDICES :
A. FLOWCHART
Causes :
Problem
1. There is no job description
for the sales administration
staff
2. There is no training from the
Sales and Marketing
Department for Sales
administration staff about
how to do the job.
I had difficulties in
completing the given
tasks as sales
administration staff at
Grand Serela Hotel.
1. I felt confused about
what to do.
2. I could not give
satisfactory result on
my tasks.
Positive Effects :
1. I will understand my job
clearly.
2. It can Increase employees
productivity.
3. I can set my job goals.
Potential Solution 1 :
Negative Effects :
1. The work time will lost
2. The cost of training is
relatively expensive.
Positive Effects :
1. I became more focused to
do the job.
2. I get my job priority.
Positive Effects :
1. I can get training from the
PIC
2. I can ask the PIC if they have
problems at work.
Sales and Marketing
Department should give
training to employees
especially for the sales
administration staff.
Potential Solution 2 :
I make a list to-do each
day.
Potential Solution 3 :
The hotel should
provide a person incharge at the office
Chosen Solution
The combination of the potential
solutions.
Effects :
Negative Effects :
1. I was fixated on the list.
2. The list was not
accurate.
Negative Effects :
1. The hotel should spend
additional budget for
the PIC or give
additional job to a
senior staff.
B. THE LIST OF INTERVIEW QUESTIONS
1. Apakah ada training (PELATIHAN)yang diterapkan hotel bagi
karyawan baru khususnya untuk karyawan administrasi penjualan?
2. Jikalau ada,
Kapan training dilaksanakan?
Dimana training dilaksanakan?
Siapa yang berwenang dalam memberikan training?
Training seperti apa yang diberikan?
3. Mengapa perlu diadakan training bagi pegawai baru dan bagaimana
training tersebut mempengaruhi produktifitas kerja karyawan?
B. THE LIST OF INTERVIEW QUESTIONS
1. Is there a training that the hotel applied for the new employees especially
for the sales administration staff?
2. If there is,
When the training implemented?
Where the training conducted?
Who is authorized to provide the training?
What kind of training that the hotel given?
3. Why training is necessary for the new employees and how the training can
affect the employees productivity?
Name of Interviewee : Astrid Meinasari
Day/Date : 5 November 2011
Time : 1.00 PM
Venue : HRD department office
C. THE TRANSCRIPTION OF THE INTERVIEW
Interviewer (Me)
Interviewee (Bu Astrid) HR Coordinator Grand Serela Hotel.
Me
: Selamat siang bu, saya Gabby yang tadi janji untuk interview.
Astrid : Selamat siang, silahkan duduk.
Me
: Terima kasih bu. Pertama saya akan menjelaskan tujuan interview
ini. Interview ini adalah salah satu proses dalam pembuatan Tugas
Akhir saya. Saya memerlukan beberapa informasi dari pihak Hotel,
karena Tugas Akhir yang saya kerjakan itu berdasarkan pengalaman
saya selama saya magang di sini sebagai Sales Administrasi selama 3
bulan kemarin.
Astrid : Oh begitu. Ok. Silahkan.
Me
: Baik.
Pertama saya bisa ibu menjelaskan mengenai profil ibu, secara
singkat saja bu.
Astrid : Nama saya Astrid Meinasari. Umur saya 24 tahun. Saya disini
sebagai HR Coordinator.
Me
: Ya bu Astrid. Kita langsung ke pertanyaan,
Apakah ada training yang diterapkan hotel bagi karyawan baru
khususnya karyawan administrasi penjualan?
Astrid : Pastinya ada, training itu biasanya pada 3 bulan awal bekerja yang
biasanya disebut probation new staff atau masa percobaan.
Me
: Jadi sistem trainingnya 3 bulan pada awal kerja ya bu. Apakah ada
training sebelum masa kerja?
Astrid : Kami tidak ada training formal misalnya seperti training yang
diadakan secara khusus seminggu sebelum mereka masuk kerja.
Disini trainingnya langsung ke operational saja atau langsung sambil
bekerja.
Me
: Mengapa tidak ada bu?
Astrid : Karena menurut kami, dengan karyawan langsung terjun ke
operasional, melatih mereka untuk langsung terbiasa dengan situasi
dan pekerjaan.
Me
: Siapa yang berwenang memberikan training tersebut bu?
Astrid : Yang berwenang memberikan training itu langsung dari departemen
yang bersangkutan. Tapi biasanya dari pihak Kagumnya suka ada
training mengenai grooming atau seperti kemarin baru diadakan itu
mengenai Kagum Ways. Training tersebut biasanya diadakan 2-3
bulan sekali.
Me
: Pertanyaan trakhir bu, Menurut pendapat ibu, mengapa perlu
diadakan training bagi karyawan baru, dan bagaimana training
mempengaruhi produktifitas kerja?
Astrid : Training itu untuk kelancaran operasional, dimana karyawan baru
menyesuaikan diri dengan situasi yang baru atau tempat yang baru.
Pengaruhnya, agar karyawan dapat mengerjakan tugasnya dengan
baik.
Me
: Baik. Terima Kasih bu atas waktunya dan informasinya bu. Saya
permisi dulu. Selamat siang.
B. THE LIST OF INTERVIEW QUESTION
Name of Interviewee : Astrid Meinasari
Day/Date : 5 November 2011
Time : 1.00 PM
Venue : HRD department office
No.
Issue to be clarified/justified
Interviewee’s answers
Conclusion
1.
Apakah ada training yang
diterapkan hotel bagi
karyawan baru khususnya
karyawan administrasi
penjualan?
Pastinya ada, training
itu biasanya pada 3
bulan awal bekerja
yang biasanya disebut
probation new staff
atau masa percobaan.
Ada training pada
3 bulan awal
bekerja.
2.
Kapan training itu diadakan?
Disini trainingnya
langsung ke
operational saja atau
langsung sambil
bekerja
Training diadakan
langsung sambil
bekerja.
3.
Dimana training itu
dilaksanakan?
Langsung di
operational saja, di
department yang
bersangkutan.
Tidak ada training
khusus jadi
langsung di
operasional saja.
4.
Siapa yang berwenang
memberikan training tersebut?
Yang berwenang
memberikan training
itu langsung dari
departemen yang
bersangkutan
Departemen yang
bersangkutan yang
akan memberikan
training.
5.
Mengapa perlu diadakan
training bagi pegawai baru dan
bagaimana training tersebut
mempengaruhi produktifitas
kerja karyawan?
Training itu untuk
kelancaran
operasional, dimana
karyawan baru
menyesuaikan diri
dengan situasi yang
baru atau tempat yang
baru. Pengaruhnya,
agar karyawan dapat
mengerjakan tugasnya
dengan baik.
Menurut HR
Coordinator
training dilakuakn
untuk kelancaran
operasonal dan
saatnya karyawan
untuk
menyesuaikan diri
dengan lingkungan
baru.
CHAPTER I
INTRODUCTION
A. Background of the Study
At the moment, the hotel business in Bandung is growing fast. It
happens because Bandung is famous as the city of shopping and dining.
As stated in the article “Bandung Hotel” it is mention that, “Bandung is the
city’s famous shopping and dining that really wins over the hearts of
tourists. Bandung has an abundance of factory outlets selling well-known
brands at cheap prices and more than 560 restaurants” (par.1). Therefore,
a lot of people from other cities and countries come to Bandung every
weekend or in holiday. Many entrepreneurs use this situation by building
hotels to accommodate those people. They need to make a good-quality
hotel to make guests feel like home when they stay there.
In order to be high in quality, a hotel must have qualified employees,
because they are the people who serve the guests. Therefore, they need
to have a training when working as employees at the hotel. It is stated in
“OSHA Training Requirements” that, “Workers need more training to be
able to handle their jobs correctly, efficiently, and safely” (par.1). Based on
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the statement, it can be seen that training is necessary for employees. It
can help them to handle their jobs with fewer errors. Without training
employees will feel confused to do their job.
This term paper is based on my internship as a sales administration
staff at Grand Serela Hotel ( henceforth, GSH ) in Bandung. Based on my
experience in my internship, I found difficulties to do my job because there
was no training given about how to do the job. I had to learn everything by
myself. As a consequence, I could not complete the tasks correctly. As a
sales administration staff, I had to make an offering letter if there was a
request from the guest or from the senior sales staff, make a confirmation
letter if the guest confirmed, and make a Banquet Event Order. Banquet
Event Order is the letter which contains the run down of an event. I also
had to pick up the phone if the guests wanted to speak with the marketing
or sales person, and told them about the packages that the hotel has. The
problem was I could not complete the given tasks because I did not
understand how to do that. Based on this situation, I decided to analyze
this problem and find the best solution for it.
B. Identification of the Problem
Based on my experience as a sales administration staff at Grand
Serela Hotel (GSH) Bandung, I would like to analyze:
1. Why did I have difficulties in completing the given tasks as a sales
administration staff at GSH Bandung?
2. How could I, as a sales administration staff, handle the job better?
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C. Objectives and Benefits of the Study
The first objective of this study is to find out the reason why I have
difficulties in completing the given tasks while I was in my internship as a
sales administration at GSH Bandung. The second is to find how could I,
as a sales administration staff, handle the job better, and then find
possible solutions to the problem.
This term paper will give benefit for the hotel staff, the readers of this
term paper, and me as a writer. For the hotel, I expect this term paper can
give a valuable input about the importance of training the employees. The
readers of this term paper will learn how a sales administration staff can
handle the job better. Then, for me, I can share my experiences when
working as a sales administration at GSH. In the future, if I work again as
a sales administration staff, I can handle my job better.
D. Description of the Institution
Grand Serela is a three-star hotel. It is a member of Kagum Hotel
management, located in the shopping district of Bandung City at Jalan
LLRE Martadinata no 56 Bandung. The owners are Mr. Henry Husada and
Mr. Hendra Husada. This hotel was established in 2005. It is close to
some factory outlets, shopping malls and dining options.
GSH has seventy seven (77) guest rooms, two meeting rooms, and
some quality facilities such as Kookaburra Restaurant, The Flamingo
Lounge, Nature Spa Health and Spa facilities, Carrera Boutique Karaoke,
Eagle Fitness room and sauna, and Kids Corner.
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E. Method of the Study
The process of collecting data for this term paper consists of several
ways. First, I get data from the observation of 90-day internships as a
Sales Administration staff at GSH. Next, I read my internship journal,
where I wrote stories of people and my experiences at Grand Serela
Hotel. There are notes about what I did during my internship and some
other information. Then, I read some books and articles that are related to
my problem in this term paper. I also do an interview with Mrs. Astrid as a
Human Resources Coordinator of GSH, Bandung. Lastly, I browse the
Internet for the theories and solution to my problem.
F. Limitation of the Study
My term paper focuses on how to complete the given tasks and work
effectively as a sales administration staff. The subject of this observation is
myself as a sales administration staff at GSH, Bandung, starting from July
2011 to September 2011.
G. Organization of the Term Paper
This term paper starts with the Abstract, a summary of the whole term
paper. Then, there is a Declaration of Originality, which contains a
statement from me about the authenticity of the paper. Next is
Acknowledgements, which contains the list of people who have supported
me during the writing of this study. After that is Table of Contents. Then,
there are four chapters. Chapter I is the Introduction. Chapter II is Problem
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Analysis. Chapter III is Potential Solutions, and Chapter IV is Conclusion.
The last part of my term paper is Bibliography, containing the list of
references, and Appendices.
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CHAPTER IV
CONCLUSION
When working at a new place as a new employee, it is common to find a
problem. The problem can affect the employee performance negatively in
working. During my internship at GSH, I had a problem in completing my
tasks when I worked as a sales administration staff. The unavailability of
training for the sales administration staff and job description about how to do
the job have caused a problem. This problem also effects me. I felt confused
about what to do and I could not give satisfactory results to my tasks. In order
to solve the problem, I have found three possible solutions. The first solution
is GSH should give training to the new employees. Second, I made a to-do
list. Third, the hotel should provide a person in-charge at the office.
After having discussed the problem. I figure out that the best solutions for
me is the combination of the potential solution. The first solution is GSH
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should give training to the new employees. The second solution is I make a
to-do list, and the third solution is the hotel should provide a person in-charge
at the office.
To be good at work, training is the solution for the employees, because it
will help them to handle their job effectively. It can also increase their
productivity and help the them to set their job goals. The second solution is I
made a list to-do. List to-do can help me to organize my tasks. As a sales
administration staff, I had a lot of tasks. Therefore, I need to organized them
all. By organizing the tasks, I became more focused and help me to set my
job priority. The third solution is the hotel should provide a person in-charge
at office. PIC has a responsibility to supervise employee at office and give
them training about how to do the job. Beside that, the employees can ask
the PIC if there something they do not understand.
I believe that the solutions that I have chosen can be applied by other
employees as well, especially sales administration staff and the Human
Resouces at GSH. I suggest that GSH should be more focused to the training
program for the employees, because employees is the people who serve the
guests. Therefore, if they do not get any training about how to do the job, they
cannot serve the guest optimally, and give negative effects to the hotel’s
image.
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BIBLIOGRAPHY
Printed Sources
Kreitner, Robert, and Angelo Kinicki. Organizational Behavior. Seventh
edition. New York: McGraw, 2007.
Electronic Sources
Aaron. “7 Reasons to Make a To-do List (And 3 Situations Where You
Shouldn’t).” howtomakemoneyonlineparttime.com. 12 August 2011
.
Ahmed,Zubair. “5 Benefits of To Do Lists -Time Management Get Organized.”
zubair-ahmed.hubpages.com.
.
Maranatha Christian University
Arthurs,Luke. “What Are the Disadvantages in Training Employees?.”
ehow.com. 7 March 2011
.
“Bandung hotel.” accorhotels.com.
Duggan,Tarra. “How Training Programs Affect Employee Behavior.”
Ehow.com. 21 November 2010.
.
Dutta,Pallab. “Importance of Employee Training.” ehow.com.
.
“Hiring Practice.” referenceforbusiness.com. Encyclopedia of Business,2nd
ed. .
Jacobson,Don. “Training for New Arrivals.” Govleaders.org. 2002. 2008
.
Jeanne. “Time Management - 5 Benefits of "To-Do Lists" To Get You
Organized.” goalsnaspirations.com. 20 October 2008
Maranatha Christian University
.
“Job Description.” referenceforbusiness.com. Encyclopedia of Business,2nd
ed. .
“OSHA Training Requirements.” training.blr.com.
.
“Person In Charge.” epa.govt.nz. Environmental Protection Autority.
.
Reh, F.John. “New Employee Training - Is It Worth The Investment.”
management.about.com.
http://management.about.com/cs/people/a/NEO112597.htm
“Training”.learnmanagement2.com..
“Training Staff: Advantages and Disadvantages.” 24 February 2008
.
Maranatha Christian University
“What is the Definition of Person In Charge?.” toolingu.com.
.
Interview
Meinasari, Astrid. Personal Interview. 5 November 2011
Maranatha Christian University
Tugas Akhir ini membahas tentang kesulitan yang saya hadapi dalam
menyelesaikan tugas saya sebagai seorang staf administrasi penjualan di
Grand Serela Hotel, Bandung. Selain itu, membahas juga mengenai apa
saja penyebab yang melatar belakangi timbulnya masalah tersebut dan
akibat yang ditimbulkannya. Selain itu saya ajukan beberapa solusi yang
saya gunakan dalam menghadapi masalah yang saya temui.
Setelah melakukan penelitian, penyebabnya adalah karena saya tidak
mendapatkan pelatihan sebelumnya mengenai bagaimana cara yang
tepat untuk menyelesaikan tugas-tugas yang diberikan, dan tidak
diberikan penjelasan mengenai pekerjaan yang harus saya kerjakan.
Akibatnya saya merasa bingung ketika harus menyelesaikan tugas-tugas
yang diberikan, dan pada akhirnya saya tidak dapat memberikan hasil
yang memuaskan pada tugas-tugas tersebut. Saya mendapatkan tiga
solusi untuk mengatasi masalah yang saya hadapi. Pertama, Hotel Grand
Serela sebaiknya memberikan pelatihan terlebih dahulu kepada pegawai
baru. Kedua, saya membuat daftar mengenai tugas-tugas yang harus
saya kerjakan setiap hari. Ketiga, hotel sebaiknya menyediakan orang
yang bertanggung jawab di kantor untuk mengawasi dan membantu para
pegawai dalam menyelesaikan tugas mereka.
Berdasarkan hasil penelitian, tiga solusi tersebut sangat efektif untuk
seorang staf administrasi penjualan dalam menyelesaikan tugasnya. Saya
memilih ketiga solusi tersebut karena ketiga solusi tersebut sangat
membantu saya sebagai seorang staf administrasi penjualan dalam
menyelesaikan tugasnya dengan baik dan efektif.
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Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT...................................................................................................i
DECLARATION OF ORIGINALITY..............................................................ii
ACKNOWLEDGEMENTS...........................................................................iii
TABLE OF CONTENTS..............................................................................iv
CHAPTER I. INTRODUCTION.................................................................1-5
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.......................................................6-8
CHAPTER III. POTENTIAL SOLUTIONS..............................................9-14
CHAPTER IV. CONCLUSION..............................................................15-16
BIBLIOGRAPHY
APPENDIX:
A. FLOWCHART
B. THE LIST OF THE INTERVIEW QUESTION
C. THE TRANSCRIPTION OF THE INTERVIEW
iv
Maranatha Christian University
APPENDICES :
A. FLOWCHART
Causes :
Problem
1. There is no job description
for the sales administration
staff
2. There is no training from the
Sales and Marketing
Department for Sales
administration staff about
how to do the job.
I had difficulties in
completing the given
tasks as sales
administration staff at
Grand Serela Hotel.
1. I felt confused about
what to do.
2. I could not give
satisfactory result on
my tasks.
Positive Effects :
1. I will understand my job
clearly.
2. It can Increase employees
productivity.
3. I can set my job goals.
Potential Solution 1 :
Negative Effects :
1. The work time will lost
2. The cost of training is
relatively expensive.
Positive Effects :
1. I became more focused to
do the job.
2. I get my job priority.
Positive Effects :
1. I can get training from the
PIC
2. I can ask the PIC if they have
problems at work.
Sales and Marketing
Department should give
training to employees
especially for the sales
administration staff.
Potential Solution 2 :
I make a list to-do each
day.
Potential Solution 3 :
The hotel should
provide a person incharge at the office
Chosen Solution
The combination of the potential
solutions.
Effects :
Negative Effects :
1. I was fixated on the list.
2. The list was not
accurate.
Negative Effects :
1. The hotel should spend
additional budget for
the PIC or give
additional job to a
senior staff.
B. THE LIST OF INTERVIEW QUESTIONS
1. Apakah ada training (PELATIHAN)yang diterapkan hotel bagi
karyawan baru khususnya untuk karyawan administrasi penjualan?
2. Jikalau ada,
Kapan training dilaksanakan?
Dimana training dilaksanakan?
Siapa yang berwenang dalam memberikan training?
Training seperti apa yang diberikan?
3. Mengapa perlu diadakan training bagi pegawai baru dan bagaimana
training tersebut mempengaruhi produktifitas kerja karyawan?
B. THE LIST OF INTERVIEW QUESTIONS
1. Is there a training that the hotel applied for the new employees especially
for the sales administration staff?
2. If there is,
When the training implemented?
Where the training conducted?
Who is authorized to provide the training?
What kind of training that the hotel given?
3. Why training is necessary for the new employees and how the training can
affect the employees productivity?
Name of Interviewee : Astrid Meinasari
Day/Date : 5 November 2011
Time : 1.00 PM
Venue : HRD department office
C. THE TRANSCRIPTION OF THE INTERVIEW
Interviewer (Me)
Interviewee (Bu Astrid) HR Coordinator Grand Serela Hotel.
Me
: Selamat siang bu, saya Gabby yang tadi janji untuk interview.
Astrid : Selamat siang, silahkan duduk.
Me
: Terima kasih bu. Pertama saya akan menjelaskan tujuan interview
ini. Interview ini adalah salah satu proses dalam pembuatan Tugas
Akhir saya. Saya memerlukan beberapa informasi dari pihak Hotel,
karena Tugas Akhir yang saya kerjakan itu berdasarkan pengalaman
saya selama saya magang di sini sebagai Sales Administrasi selama 3
bulan kemarin.
Astrid : Oh begitu. Ok. Silahkan.
Me
: Baik.
Pertama saya bisa ibu menjelaskan mengenai profil ibu, secara
singkat saja bu.
Astrid : Nama saya Astrid Meinasari. Umur saya 24 tahun. Saya disini
sebagai HR Coordinator.
Me
: Ya bu Astrid. Kita langsung ke pertanyaan,
Apakah ada training yang diterapkan hotel bagi karyawan baru
khususnya karyawan administrasi penjualan?
Astrid : Pastinya ada, training itu biasanya pada 3 bulan awal bekerja yang
biasanya disebut probation new staff atau masa percobaan.
Me
: Jadi sistem trainingnya 3 bulan pada awal kerja ya bu. Apakah ada
training sebelum masa kerja?
Astrid : Kami tidak ada training formal misalnya seperti training yang
diadakan secara khusus seminggu sebelum mereka masuk kerja.
Disini trainingnya langsung ke operational saja atau langsung sambil
bekerja.
Me
: Mengapa tidak ada bu?
Astrid : Karena menurut kami, dengan karyawan langsung terjun ke
operasional, melatih mereka untuk langsung terbiasa dengan situasi
dan pekerjaan.
Me
: Siapa yang berwenang memberikan training tersebut bu?
Astrid : Yang berwenang memberikan training itu langsung dari departemen
yang bersangkutan. Tapi biasanya dari pihak Kagumnya suka ada
training mengenai grooming atau seperti kemarin baru diadakan itu
mengenai Kagum Ways. Training tersebut biasanya diadakan 2-3
bulan sekali.
Me
: Pertanyaan trakhir bu, Menurut pendapat ibu, mengapa perlu
diadakan training bagi karyawan baru, dan bagaimana training
mempengaruhi produktifitas kerja?
Astrid : Training itu untuk kelancaran operasional, dimana karyawan baru
menyesuaikan diri dengan situasi yang baru atau tempat yang baru.
Pengaruhnya, agar karyawan dapat mengerjakan tugasnya dengan
baik.
Me
: Baik. Terima Kasih bu atas waktunya dan informasinya bu. Saya
permisi dulu. Selamat siang.
B. THE LIST OF INTERVIEW QUESTION
Name of Interviewee : Astrid Meinasari
Day/Date : 5 November 2011
Time : 1.00 PM
Venue : HRD department office
No.
Issue to be clarified/justified
Interviewee’s answers
Conclusion
1.
Apakah ada training yang
diterapkan hotel bagi
karyawan baru khususnya
karyawan administrasi
penjualan?
Pastinya ada, training
itu biasanya pada 3
bulan awal bekerja
yang biasanya disebut
probation new staff
atau masa percobaan.
Ada training pada
3 bulan awal
bekerja.
2.
Kapan training itu diadakan?
Disini trainingnya
langsung ke
operational saja atau
langsung sambil
bekerja
Training diadakan
langsung sambil
bekerja.
3.
Dimana training itu
dilaksanakan?
Langsung di
operational saja, di
department yang
bersangkutan.
Tidak ada training
khusus jadi
langsung di
operasional saja.
4.
Siapa yang berwenang
memberikan training tersebut?
Yang berwenang
memberikan training
itu langsung dari
departemen yang
bersangkutan
Departemen yang
bersangkutan yang
akan memberikan
training.
5.
Mengapa perlu diadakan
training bagi pegawai baru dan
bagaimana training tersebut
mempengaruhi produktifitas
kerja karyawan?
Training itu untuk
kelancaran
operasional, dimana
karyawan baru
menyesuaikan diri
dengan situasi yang
baru atau tempat yang
baru. Pengaruhnya,
agar karyawan dapat
mengerjakan tugasnya
dengan baik.
Menurut HR
Coordinator
training dilakuakn
untuk kelancaran
operasonal dan
saatnya karyawan
untuk
menyesuaikan diri
dengan lingkungan
baru.
CHAPTER I
INTRODUCTION
A. Background of the Study
At the moment, the hotel business in Bandung is growing fast. It
happens because Bandung is famous as the city of shopping and dining.
As stated in the article “Bandung Hotel” it is mention that, “Bandung is the
city’s famous shopping and dining that really wins over the hearts of
tourists. Bandung has an abundance of factory outlets selling well-known
brands at cheap prices and more than 560 restaurants” (par.1). Therefore,
a lot of people from other cities and countries come to Bandung every
weekend or in holiday. Many entrepreneurs use this situation by building
hotels to accommodate those people. They need to make a good-quality
hotel to make guests feel like home when they stay there.
In order to be high in quality, a hotel must have qualified employees,
because they are the people who serve the guests. Therefore, they need
to have a training when working as employees at the hotel. It is stated in
“OSHA Training Requirements” that, “Workers need more training to be
able to handle their jobs correctly, efficiently, and safely” (par.1). Based on
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the statement, it can be seen that training is necessary for employees. It
can help them to handle their jobs with fewer errors. Without training
employees will feel confused to do their job.
This term paper is based on my internship as a sales administration
staff at Grand Serela Hotel ( henceforth, GSH ) in Bandung. Based on my
experience in my internship, I found difficulties to do my job because there
was no training given about how to do the job. I had to learn everything by
myself. As a consequence, I could not complete the tasks correctly. As a
sales administration staff, I had to make an offering letter if there was a
request from the guest or from the senior sales staff, make a confirmation
letter if the guest confirmed, and make a Banquet Event Order. Banquet
Event Order is the letter which contains the run down of an event. I also
had to pick up the phone if the guests wanted to speak with the marketing
or sales person, and told them about the packages that the hotel has. The
problem was I could not complete the given tasks because I did not
understand how to do that. Based on this situation, I decided to analyze
this problem and find the best solution for it.
B. Identification of the Problem
Based on my experience as a sales administration staff at Grand
Serela Hotel (GSH) Bandung, I would like to analyze:
1. Why did I have difficulties in completing the given tasks as a sales
administration staff at GSH Bandung?
2. How could I, as a sales administration staff, handle the job better?
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C. Objectives and Benefits of the Study
The first objective of this study is to find out the reason why I have
difficulties in completing the given tasks while I was in my internship as a
sales administration at GSH Bandung. The second is to find how could I,
as a sales administration staff, handle the job better, and then find
possible solutions to the problem.
This term paper will give benefit for the hotel staff, the readers of this
term paper, and me as a writer. For the hotel, I expect this term paper can
give a valuable input about the importance of training the employees. The
readers of this term paper will learn how a sales administration staff can
handle the job better. Then, for me, I can share my experiences when
working as a sales administration at GSH. In the future, if I work again as
a sales administration staff, I can handle my job better.
D. Description of the Institution
Grand Serela is a three-star hotel. It is a member of Kagum Hotel
management, located in the shopping district of Bandung City at Jalan
LLRE Martadinata no 56 Bandung. The owners are Mr. Henry Husada and
Mr. Hendra Husada. This hotel was established in 2005. It is close to
some factory outlets, shopping malls and dining options.
GSH has seventy seven (77) guest rooms, two meeting rooms, and
some quality facilities such as Kookaburra Restaurant, The Flamingo
Lounge, Nature Spa Health and Spa facilities, Carrera Boutique Karaoke,
Eagle Fitness room and sauna, and Kids Corner.
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E. Method of the Study
The process of collecting data for this term paper consists of several
ways. First, I get data from the observation of 90-day internships as a
Sales Administration staff at GSH. Next, I read my internship journal,
where I wrote stories of people and my experiences at Grand Serela
Hotel. There are notes about what I did during my internship and some
other information. Then, I read some books and articles that are related to
my problem in this term paper. I also do an interview with Mrs. Astrid as a
Human Resources Coordinator of GSH, Bandung. Lastly, I browse the
Internet for the theories and solution to my problem.
F. Limitation of the Study
My term paper focuses on how to complete the given tasks and work
effectively as a sales administration staff. The subject of this observation is
myself as a sales administration staff at GSH, Bandung, starting from July
2011 to September 2011.
G. Organization of the Term Paper
This term paper starts with the Abstract, a summary of the whole term
paper. Then, there is a Declaration of Originality, which contains a
statement from me about the authenticity of the paper. Next is
Acknowledgements, which contains the list of people who have supported
me during the writing of this study. After that is Table of Contents. Then,
there are four chapters. Chapter I is the Introduction. Chapter II is Problem
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Analysis. Chapter III is Potential Solutions, and Chapter IV is Conclusion.
The last part of my term paper is Bibliography, containing the list of
references, and Appendices.
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CHAPTER IV
CONCLUSION
When working at a new place as a new employee, it is common to find a
problem. The problem can affect the employee performance negatively in
working. During my internship at GSH, I had a problem in completing my
tasks when I worked as a sales administration staff. The unavailability of
training for the sales administration staff and job description about how to do
the job have caused a problem. This problem also effects me. I felt confused
about what to do and I could not give satisfactory results to my tasks. In order
to solve the problem, I have found three possible solutions. The first solution
is GSH should give training to the new employees. Second, I made a to-do
list. Third, the hotel should provide a person in-charge at the office.
After having discussed the problem. I figure out that the best solutions for
me is the combination of the potential solution. The first solution is GSH
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should give training to the new employees. The second solution is I make a
to-do list, and the third solution is the hotel should provide a person in-charge
at the office.
To be good at work, training is the solution for the employees, because it
will help them to handle their job effectively. It can also increase their
productivity and help the them to set their job goals. The second solution is I
made a list to-do. List to-do can help me to organize my tasks. As a sales
administration staff, I had a lot of tasks. Therefore, I need to organized them
all. By organizing the tasks, I became more focused and help me to set my
job priority. The third solution is the hotel should provide a person in-charge
at office. PIC has a responsibility to supervise employee at office and give
them training about how to do the job. Beside that, the employees can ask
the PIC if there something they do not understand.
I believe that the solutions that I have chosen can be applied by other
employees as well, especially sales administration staff and the Human
Resouces at GSH. I suggest that GSH should be more focused to the training
program for the employees, because employees is the people who serve the
guests. Therefore, if they do not get any training about how to do the job, they
cannot serve the guest optimally, and give negative effects to the hotel’s
image.
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BIBLIOGRAPHY
Printed Sources
Kreitner, Robert, and Angelo Kinicki. Organizational Behavior. Seventh
edition. New York: McGraw, 2007.
Electronic Sources
Aaron. “7 Reasons to Make a To-do List (And 3 Situations Where You
Shouldn’t).” howtomakemoneyonlineparttime.com. 12 August 2011
.
Ahmed,Zubair. “5 Benefits of To Do Lists -Time Management Get Organized.”
zubair-ahmed.hubpages.com.
.
Maranatha Christian University
Arthurs,Luke. “What Are the Disadvantages in Training Employees?.”
ehow.com. 7 March 2011
.
“Bandung hotel.” accorhotels.com.
Duggan,Tarra. “How Training Programs Affect Employee Behavior.”
Ehow.com. 21 November 2010.
.
Dutta,Pallab. “Importance of Employee Training.” ehow.com.
.
“Hiring Practice.” referenceforbusiness.com. Encyclopedia of Business,2nd
ed. .
Jacobson,Don. “Training for New Arrivals.” Govleaders.org. 2002. 2008
.
Jeanne. “Time Management - 5 Benefits of "To-Do Lists" To Get You
Organized.” goalsnaspirations.com. 20 October 2008
Maranatha Christian University
.
“Job Description.” referenceforbusiness.com. Encyclopedia of Business,2nd
ed. .
“OSHA Training Requirements.” training.blr.com.
.
“Person In Charge.” epa.govt.nz. Environmental Protection Autority.
.
Reh, F.John. “New Employee Training - Is It Worth The Investment.”
management.about.com.
http://management.about.com/cs/people/a/NEO112597.htm
“Training”.learnmanagement2.com..
“Training Staff: Advantages and Disadvantages.” 24 February 2008
.
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“What is the Definition of Person In Charge?.” toolingu.com.
.
Interview
Meinasari, Astrid. Personal Interview. 5 November 2011
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