Overcoming Problem As A Ticketing Staff Of Not Being Allowed To Book And Issue The Tickets At TIKI Wisata Travel.
ABSTRACT
Tugas Akhir ini terdiri dari empat bab yang berisikan analisa masalah
dan pengalaman yang saya dapatkan dalam proses magang yang telah
saya tempuh di Biro Perjalanan TiKi Wisata Bandung pada bulan Juni
sampai Agustus 2011. Tujuan penulisan Tugas Akhir ini adalah untuk
menemukan pemecahan masalah yang terbaik berdasarkan hasil studi
pustaka dan pengalaman magang.
Bab pertama berisikan identifikasi masalah yang saya temukan, yaitu
tidak adanya kesempatan bagi saya dalam hal pencetakan tiket selama
magang. Bab kedua menganalisa sebab dan akibat dari masalah yang
dihadapi selama magang. Bab ketiga menganalisa tiga solusi untuk
menghadapi masalah tersebut, pertama yaitu dengan cara belajar dari staf
lainnya dengan melakukan observasi bagaimana cara melakukan
pengisian dan pencetakan tiket dengan benar, kedua dengan cara
melakukan pendekatan dan bertanya kepada rekan kerja untuk melakukan
pengisian dan pencetakan tiket, dan yang terakhir adalah dengan
melakukan pengisian maupun pencetakan tiket dengan didampingi oleh
rekan kerja yang lebih senior. Bab keempat berisikan kesimpulan dari
analisa masalah yang dihadapi.
Solusi terbaik untuk menghadapi masalah yang dihadapi selama
magang adalah berupa gabungan dari ketiga pilihan solusi, yaitu belajar
dari rekan kerja yang lebih senior melalui observasi, melakukan
pendekatan dan bertanya secara personal hingga melakukannya sendiri
sambil didampingi dalam proses pengisian dan pencetakan tiket dengan
benar.
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TABLE OF CONTENTS
ABSTRACT .......................................................................................... i
DECLARATION OF ORIGINALITY ....................................................... ii
ACKNOWLEDGEMENTS ..................................................................... iii
TABLE OF CONTENTS ........................................................................ iv
CHAPTER I. INTRODUCTION ............................................................. 1-8
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS……………………………………...9-12
CHAPTER III. POTENTIAL SOLUTIONS .......................................... .13-16
CHAPTER IV. CONCLUSION ........................................................... .17-19
BIBLIOGRAPHY
APPENDICES:
A.
B.
C.
D.
E.
FLOWCHART
SAMPLE OF TICKETS
PROCESS OF BOOKING AND ISSUING TICKET AT TW
THE LIST OF INTERVIEW QUESTIONS
THE TRANSCRIPTION OF THE INTERVIEW
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APPENDIX A
FLOWCHART
Causes of the Problem
pProblem
1. I was a new and inexperienced staff at TW
Travel.
As a junior ticketing
staff, I was not
allowed to book and
issue the tickets for
the customers at TW
2. The two of my senior staff did not delegate
the task to me for fear that I would make
mistakes in the process of booking and
issuing the tickets.
3. TW Traveli would have to accept the
consequences if I made a mistake in the
process of booking and issuing the tickets.
Potential Positive Effects
1. I will know the right
procedure to book and issue
the ticket.
2. It creates better working
environment.
1st Potential Solution
I learn from my senior
ticketing staff by observing
the way they book and issue
the ticket for the customers.
2. I will know at that moment what I
should do next in booking and
issuing the tickets.
2. It is time inefficient both for the customers who
have come to TW and I.
3. The senior ticketing staff has to spend more
time to do ticket booking and issuing for my
customers.
1. The senior ticketing staff
may feel inconvenient.
Potential Negative Effects
2nd Potential Solution
1. It is time consuming for me and
my senior ticketing staff to learn
how to book and issue the tickets.
I take initiative to approach
and ask the senior staff to
personally teach me how to
book and issue the tickets.
Potential Positive Effects
1. The senior ticketing staff could
fix my mistakes immediately.
1. As a ticketing staff at TW Travel, I gained
limited experience.
Potential Negative Effects
Potential Positive Effects
1. It is easier for me to
understand how to book
and issue the ticket.
Effects of the Problem
Potential Negative Effects
3rd Potential Solution
I learn to perform my task
while accompanied by the
senior ticketing staff.
Chosen Solutions
I learn from my senior ticketing staff by observing the way
they book and issue the ticket for the customer’s also
taking initiative to approach and to ask the senior staff to
personally teach me how to book and issue the tickets
and I learn to perform my task while accompanied by the
senior ticketing staff.
1. I, as a junior ticketing staff
might depend on my senior
staff in the processes of
booking and issuing the
tickets.
APPENDIX D
THE LIST OF INTERVIEW QUESTIONS
1. What is your name?
2. What is your background of the study?
3. What is your job title?
4. How long have you been working as a ticketing staff?
5. Could you tell me your job descriptions?
6. Could you explain the process of issuing the tickets?
APPENDIX E
THE TRANSCRIPTION OF THE INTERVIEW
Name of Interviewee: Nesya
Day/ Date
: January 30, 2012
Time
: 11.00 AM - 01.00PM
Venue
: TiKi Wisata Travel Bandung
ALICE
Siang mbak. Bisa diperkenalkan ehh dulu namanya siapa?
NESYA
Boleh. Nama saya Nesya. Umurnya 19 tahun. Latar belakang
pendidikan saya dari Sekolah Pariwisata.
ALICE
Eehh... Pengalaman kerjanya ehh berapa lama trus, sebagai
apa gitu?
NESYA
Pengalaman kerja saya satu tahun di travel Java Star, eeh
untuk bagian tiket domestik.
ALICE
Berarti bagian tiketing yah?
NESYA
Iyah.
ALICE
Kalau di Tiki Wisata sendiri sebagai tiketing staff juga ya?
NESYA
Iyah,Ticketing staff.
ALICE
Pekerjaan.. Kalau boleh tahu pekerjaan ticketing staff itu apa
aja ya. Mulai dari apa..eeh. apa gitu..
NESYA
Ooo boleh. Eeh.. Pekerjaannya sih paling kalau misalnya ada
perm..permintaan tamu untuk penge pengecekan jadwal
penerbangan nanti kita bisa bantu. Gitu...
ALICE
Mulai dari apa?
NESYA
Mulai dari pengecekan jadwal, misalkan reservasi tiket yah.
Contohnya tahap- tahap pertama itu pengecekan jadwal,
setelah itu pembookingan dan terakhir mhh pengissuean
ticket.
ALICE
Ehmm, oia mbak, saya masih ada satu hal yang mau saya
tanyain yah...
NESYA
Heeh.
ALICE
Berhubungan dengan issuing ticket, bisa diceritain ga proses
issue proses issuing ticket dari awal sampe akhirnya itu kayak
gimana?
NESYA
Boleh. Hhh, pert... langkah pertama itu kita mengecek jadwal,
klo misalnya udah confirm orangnya nanti kita booking, klo
misalkan orangnya jadi, jadi issued gitu, kita mhh bisa bantu
issued buat issuedin tiket ehh penumpangnya.
ALICE
Berarti proses dari awal sampe akhirnya, ehh pengecekan
jadwal dulu yah?
NESYA
Iyah, pengecekan jadwal...
ALICE
Trus...
NESYA
Pembookingan langsung pengissuedan tiket.
ALICE
Ohh, itu mhh issuing tiket itu.
NESYA
Iya.
ALICE
Mhh, oke deh gitu aja. Makasih mbak atas waktunya
NESYA
Iya...
CHAPTER I
INTRODUCTION
A. Background of the Study
Working in a travel agent is one of the choices that is available in
Bandung. It is stated in Merriam Webster dictionary that, “Travel agent
is an agency engaged in selling and arranging transportation,
accommodations, tours and trips for traveler” (par. 1). In Bandung,
tourism industry has been developing from year to year. In an article
posted by PT. Bandung Media Televisi Indonesia, I notice that based
on PHRI (Perhimpunan Hotel dan Restoran Indonesia) Bandung city
survey, it is stated that the contribution to PAD (Pendapatan Asli
Daerah) Bandung from tourism industry is almost 67% (par. 2).
Bandung has become one of popular destinations for domestic and
foreign tourists. Therefore, using the service of a travel agent is
important to arrange the trip. In addition, people in Bandung also go to
a travel agent to buy tickets for travelling to other cities in Indonesia by
trains or airplanes. As a result, the staff of a travel agent have to be
ready to help the travelers get the best and various services.
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One of travel agents in Bandung is TiKi Wisata (henceforth, TW).
The office is located in Buah Batu Regency Blok A-1 No 6/7 Bandung.
It opens from 9:00 AM to 5:00 PM from Monday to Friday, and on
Saturday it opens from 9:00 AM to 1:00PM. I choose TW as the place
of my internship because this travel agent is still new and developing.
This situation gives me more chances to learn about travel agency.
Besides, TW has a good reputation as one of the travel agents in
Bandung that gives services in ticketing, hotel voucher, and tour
packages. There are five employees working at TW Travel.
During my internship, I worked as a junior ticketing staff to help my
senior ticketing staff. Ticketing staff is a staff employed by a tours and
travel agency to give services related to tickets arrangement for the
travelers. Widjaja states that a ticketing staff should know things such
as “time schedule” (airplane, train, etc) (32), “ticket reservation” (32),
“types of tickets” (domestic and international) and “kinds of tickets
available” (first, business or economy class) (38), “tickets validity” (39),
and “ticket issuing” (40). I believe that a ticketing staff at travel agent is
a truly important job to support the existence of the travel agent.
TW Travel has cooperations with several airlines and PT. KAI
(Kereta Api Indonesia) for issuing the ticket directly without the
customers‟ having to queue to buy the tickets. Besides, when the
customers are running out of the ticket in the airport or in the train
station, they will be able to buy tickets in travel agents.
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Before I continue to discuss the problem that I found, I would like to
explain several terms. Based on my observation and interview with the
ticketing staff at TW travel, ticket issuing means the process from ticket
reservation/ booking until the ticket is being issued (Nesya).
It is also stated that ticket issuance means “actual purchase of ticket for
flights previously reserved” (Ticket Issuance, par 1) and ticket
reservation means “an arrangement by which accommodations are
secured in advance, as in a hotel or on an airplane” (The American
Heritage Dictionary, par 1).
During my internship from June to August 2011, I was working as a
junior ticketing staff for eight hours a day and three times a week. My
job was collecting the data needed from the customers for the ticket
issuing process, handling customers who came to TW by giving them
information, and telephoning the customers for getting their
confirmation about the reservation or booking and the payment. I
checked the online flight or time schedule that consisted of the names
of the airplane and train, the flight or train codes, the arrival and
departure time, availability of the seats, types of classes and the prices.
I had to ask the customers whether the ticket will be one way or return
ticket. In addition, I needed to ask for information from the customers,
such as the name of the passenger, the departure time and the arrival
time. I wrote the information down in a piece of paper, handed it over to
the senior ticketing staff to be processed in the computer for ticket
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reservation and issuance. After the customers agreed to pay the
tickets, I filled the invoice.
As a junior ticketing staff at TW, I am allowed to do the following
activities :
1. Collecting data of the customers
a. Asking and writing the data on a piece of paper, such as the
name of the passenger, types and classes of airlines, time
schedule, and others
b. Checking the schedule of airplanes in the computer using
MOVEL System
The processes of issuing tickets that I am not being allowed to do at
TW are as follow :
1. Booking process
a. Choosing the schedule flight and fare details in the computer
using MOVEL System
b. Inserting the customer‟s information
c. Saving the booking reference
d. Asking for the confirmation and the payment from the customers
e. Choosing the menu „Airline Ticket‟ and clicking „Issue Ticket‟
2. Issuing the tickets
a. Retyping the booking reference on the menu of „Issue Ticket‟
using MOVEL System
b. Clicking „Submit‟
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c. Checking the issued list containing flight date and schedules,
booking reference, passenger‟s name and phone number, ticket
price and fee
d. Printing the ticket
During my internship, I was allowed to collect the data from the
customers. I asked them by phone, met them face to face or had online
chatting with them. Then, I wrote down the data needed for booking and
issuing tickets on a piece of paper. Orelse, I read the information for the
ticketing staff while she was doing the booking and issuing process in
the computer using MOVEL System.
During my internship, I was not allowed to do the process of booking
and issuing the tickets by myself because the other ticketing staff was
afraid if I made mistakes in such processes, and if that happens the
consequence is TW Travel would have to pay 25% of the ticket price.
Based on the above explanation, I would like to analyze my problem
of not being allowed to book and issue tickets by myself. Furthermore, I
also would like to find the best solutions to overcome my problem.
B. Identification of the Problem
After having had an internship at TW Travel, I found a problem
related to my work. The problem is formulated in the following
questions:
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1. Why was I not allowed to book and issue the tickets for the
customers at TW Travel Bandung?
2. How could I learn to be able to book and issue the tickets properly
as a ticketing staff at TW?
C. Objectives and Benefits of the Study
The objective of the study is to find out the causes and the effects
of the problem. Besides, I would like to find the best solution to
overcome the problem that I was not allowed to book and issue tickets
by myself during my internship.
This study has benefits for some people. The first is for TW staff,
they will gain some useful information about assisting the new ticketing
staff (training new staff) effectively. The second is for the readers of the
term paper, it is expected that they could have new and useful insights
about ticketing staff at the travel agent. And the last objective is for me
to learn how to book and issue the tickets properly, to handle the
problem and also to find solutions for handling the problem.
D. Description of the Institution
PT. TW Bandung is one of the institutions from TiKi Group
Company that focuses on ticket sales, hotel voucher, tour packages
and other travel related services. It has five employees which have one
director, one supervisor, one business development staff, one tour
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staff, and one ticketing staff. It was established in March, 2010 by Mr.
Witono Saputra. TW is located in Buah Batu Regency Blok A-1 No 6/7,
Bandung. It opens from 9:00 AM to 5:00 PM from Monday to Friday,
and 9:00 AM to 1:00 PM on Saturday.
E. Method of the Study
The primary data are based on my internship experience and my
internship journal. I also read several books in my library research
which are related to ticketing process. I also search on the Internet for
information related to the problem; the data are used to analyze the
problem and to find solutions.
F. Limitation of the Study
The subject of the research is I myself as a junior ticketing staff who
focuses on the activity of a ticketing staff especially in booking and
issuing tickets at TW Travel Bandung. The period of my internship is
from June to August 2011.
G. Organization of the Term Paper
This term paper consists of Abstract, Declaration of Originality,
Acknowledgements, Table of Contents and four chapters. Chapter one
is the Introduction. It explains Background of the Study, Identification of
the Problem, Objectives and Benefits of the Study, Description of the
Institution, Method and Limitation of the Study, and the last one is
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Organization of the Term Paper. Chapter Two presents the Problem
Analysis. It analyzes the causes and effects of the problem. Chapter
Three consists of potential solutions along with the positive and
negative effects. Chapter Four is Conclusion; it consists of the best
solutions that I choose supported by logical reasons. Bibliography and
appendices are also included in the last part of this term paper.
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CHAPTER IV
CONCLUSION
The problem that I face is that I, as a junior ticketing staff, was not
allowed to book and issue tickets for the customers during my internship at
TW Travel. The causes of my problem are I was a new and inexperienced
staff at TW Travel, the two of my senior staff did not delegate the task to
me for fear that I would make mistakes in the process of booking and
issuing the tickets, and they were afraid that TW would have to accept the
consequences if I made mistakes. The effects of my problem are I gained
limited experience to book and issue the tickets by myself, it is time
inefficient for the customers who have come to TW and I, and the other
ticketing staff has to spend their time to help me book and issue the tickets
correctly. Furthermore, the first potential solution to solve my problem is I
learn from my senior ticketing staff by observing the way they book and
issue the ticket for the customers. The second potential solution is I take
initiative to approach and to ask the senior ticketing staff to personally
teach me how to book and issue the tickets. And then the third potential
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Maranatha Christian University
solution is I learn to perform my task while accompanied by the senior
ticketing staff.
In this chapter I would like to present the chosen solutions to solve the
problem that I got during my internship. I will apply all the three potential
solutions for my problem. First, I learn from my senior ticketing staff by
observing the way they book and issue the ticket for the customers. Then I
also take initiative to approach and to ask the senior ticketing staff to
personally teach me how to book and issue the tickets. Thus, after
learning and observing, I will perform my task while accompanied by the
senior ticketing staff.
Based on my experience during my internship at TW Travel, all of the
three potential solutions are useful because they are related. First of all, I
learn from my senior ticketing staff by observing the way they book and
issue the tickets for the customers, then I take initiative to approach and
ask them to personally teach me how to do them and the last I will try to
learn to perform my task while accompanied by the senior ticketing staff
during the process. These solutions could be effective for me as a new
ticketing staff to be allowed to book and issue the tickets at TW Travel. In
order to make the learning process happen, I need help from the other
staff especially my supervisor and co-workers to solve my problem. Nelson
explains, “Feedback from your boss, co-workers, or even friends can be
invaluable” (181). It means that I need feedback from the other staff to
learn in the process of learning how to book and issue the tickets properly.
In addition, Bissonnette stated that, “Encourages the new employee to
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view mistakes as a fundamental source of workplace learning rather than
as failure” (13). Therefore, I need my senior staff help to teach me and
support when I make mistakes in booking and issuing the tickets.
To sum up, I will try to apply the chosen solutions to handle the
problem at work in the future. Doing mistakes at work is possible. Thus,
my suggestion is giving trust to a new employee so that the person can
improve his or her skills as a ticketing staff at TW Travel Bandung.
Besides, junior and senior ticketing staff at TW could work together as a
team so that they are able to monitor and help each other.
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Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
A Bloomsbury Reference Book. London: Bloomsburry Publishing Plc,
2004.
Nelson, Bob. 1001 Ways To Take Initiative at Work. New York: Workman
Publishing Company, Inc., 1999.
Wahhab, Ali Muhammad Abdul. Team Work. Bandung: PT Syaamil Cipta
Media, 2004.
Widjaja, Gunawan. Pengantar Tour and Travel. Sumedang: STBA
Electronic Sources
About.com Guide. 21 September 2011
Bissonnette, Denise. 30 Ways to Shine as a New Employee. Chatsworth:
Milt
Clancey, William J. Observation of Work Practices in Natural Settings.
New
Maranatha Christian University
York: Cambridge University Press, 2005. 10 November 2011
Felder, Richard M., and Barbara A. Soloman. Learning Styles and
Strategies. North Carolina : North Carolina State University.
Heathfield, Susan M. “Trust Rules: The Most Important Secret About
Trust.”
“How to Delegate Work and Responsibilities.” ZeroMillion.com 20102011. 7 Dec 2011.
“Kwelanga Training.” Time Management At Work 4 August 2011. 1
November 2011
Merriam Webster Dictionary. Britanica: Merriam Webster, Inc, 2011.
Saputro, Peter Adi. Tidak Bergantung Pada Orang Lain. 27 January 2012.
Maranatha Christian University
“Sektor Pariwisata Sumbang 67 Persen PAD Kota Bandung.”
PT.Bandung Media Televisi Indonesia19 May. 2011:BB-D-019.
Schank, Roger C. What We Learn When We Learn by Doing. 1995.
Institute for the Learning Sciences Northwestern University. 13 Dec
2011.
Tatum, Malcolm. “What is Job Shadowing?” wiseGEEK.com. (20032011).14 Dec 2011
The American Heritage® Dictionary of the English Language. Houghton
Mifflin Company, 2009.
Ticket Issuance.
Toseland, Ronald W. An Introduction To Group Work Practice. Boston:
Allyn&Bacon, 2005. October 2011
Wright & Associates, Inc, 2009. 1 Nov 2011
Interview
Neysia. Personal Interview. 30 January 2012
Maranatha Christian University
Tugas Akhir ini terdiri dari empat bab yang berisikan analisa masalah
dan pengalaman yang saya dapatkan dalam proses magang yang telah
saya tempuh di Biro Perjalanan TiKi Wisata Bandung pada bulan Juni
sampai Agustus 2011. Tujuan penulisan Tugas Akhir ini adalah untuk
menemukan pemecahan masalah yang terbaik berdasarkan hasil studi
pustaka dan pengalaman magang.
Bab pertama berisikan identifikasi masalah yang saya temukan, yaitu
tidak adanya kesempatan bagi saya dalam hal pencetakan tiket selama
magang. Bab kedua menganalisa sebab dan akibat dari masalah yang
dihadapi selama magang. Bab ketiga menganalisa tiga solusi untuk
menghadapi masalah tersebut, pertama yaitu dengan cara belajar dari staf
lainnya dengan melakukan observasi bagaimana cara melakukan
pengisian dan pencetakan tiket dengan benar, kedua dengan cara
melakukan pendekatan dan bertanya kepada rekan kerja untuk melakukan
pengisian dan pencetakan tiket, dan yang terakhir adalah dengan
melakukan pengisian maupun pencetakan tiket dengan didampingi oleh
rekan kerja yang lebih senior. Bab keempat berisikan kesimpulan dari
analisa masalah yang dihadapi.
Solusi terbaik untuk menghadapi masalah yang dihadapi selama
magang adalah berupa gabungan dari ketiga pilihan solusi, yaitu belajar
dari rekan kerja yang lebih senior melalui observasi, melakukan
pendekatan dan bertanya secara personal hingga melakukannya sendiri
sambil didampingi dalam proses pengisian dan pencetakan tiket dengan
benar.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT .......................................................................................... i
DECLARATION OF ORIGINALITY ....................................................... ii
ACKNOWLEDGEMENTS ..................................................................... iii
TABLE OF CONTENTS ........................................................................ iv
CHAPTER I. INTRODUCTION ............................................................. 1-8
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS……………………………………...9-12
CHAPTER III. POTENTIAL SOLUTIONS .......................................... .13-16
CHAPTER IV. CONCLUSION ........................................................... .17-19
BIBLIOGRAPHY
APPENDICES:
A.
B.
C.
D.
E.
FLOWCHART
SAMPLE OF TICKETS
PROCESS OF BOOKING AND ISSUING TICKET AT TW
THE LIST OF INTERVIEW QUESTIONS
THE TRANSCRIPTION OF THE INTERVIEW
iv
Maranatha Christian University
APPENDIX A
FLOWCHART
Causes of the Problem
pProblem
1. I was a new and inexperienced staff at TW
Travel.
As a junior ticketing
staff, I was not
allowed to book and
issue the tickets for
the customers at TW
2. The two of my senior staff did not delegate
the task to me for fear that I would make
mistakes in the process of booking and
issuing the tickets.
3. TW Traveli would have to accept the
consequences if I made a mistake in the
process of booking and issuing the tickets.
Potential Positive Effects
1. I will know the right
procedure to book and issue
the ticket.
2. It creates better working
environment.
1st Potential Solution
I learn from my senior
ticketing staff by observing
the way they book and issue
the ticket for the customers.
2. I will know at that moment what I
should do next in booking and
issuing the tickets.
2. It is time inefficient both for the customers who
have come to TW and I.
3. The senior ticketing staff has to spend more
time to do ticket booking and issuing for my
customers.
1. The senior ticketing staff
may feel inconvenient.
Potential Negative Effects
2nd Potential Solution
1. It is time consuming for me and
my senior ticketing staff to learn
how to book and issue the tickets.
I take initiative to approach
and ask the senior staff to
personally teach me how to
book and issue the tickets.
Potential Positive Effects
1. The senior ticketing staff could
fix my mistakes immediately.
1. As a ticketing staff at TW Travel, I gained
limited experience.
Potential Negative Effects
Potential Positive Effects
1. It is easier for me to
understand how to book
and issue the ticket.
Effects of the Problem
Potential Negative Effects
3rd Potential Solution
I learn to perform my task
while accompanied by the
senior ticketing staff.
Chosen Solutions
I learn from my senior ticketing staff by observing the way
they book and issue the ticket for the customer’s also
taking initiative to approach and to ask the senior staff to
personally teach me how to book and issue the tickets
and I learn to perform my task while accompanied by the
senior ticketing staff.
1. I, as a junior ticketing staff
might depend on my senior
staff in the processes of
booking and issuing the
tickets.
APPENDIX D
THE LIST OF INTERVIEW QUESTIONS
1. What is your name?
2. What is your background of the study?
3. What is your job title?
4. How long have you been working as a ticketing staff?
5. Could you tell me your job descriptions?
6. Could you explain the process of issuing the tickets?
APPENDIX E
THE TRANSCRIPTION OF THE INTERVIEW
Name of Interviewee: Nesya
Day/ Date
: January 30, 2012
Time
: 11.00 AM - 01.00PM
Venue
: TiKi Wisata Travel Bandung
ALICE
Siang mbak. Bisa diperkenalkan ehh dulu namanya siapa?
NESYA
Boleh. Nama saya Nesya. Umurnya 19 tahun. Latar belakang
pendidikan saya dari Sekolah Pariwisata.
ALICE
Eehh... Pengalaman kerjanya ehh berapa lama trus, sebagai
apa gitu?
NESYA
Pengalaman kerja saya satu tahun di travel Java Star, eeh
untuk bagian tiket domestik.
ALICE
Berarti bagian tiketing yah?
NESYA
Iyah.
ALICE
Kalau di Tiki Wisata sendiri sebagai tiketing staff juga ya?
NESYA
Iyah,Ticketing staff.
ALICE
Pekerjaan.. Kalau boleh tahu pekerjaan ticketing staff itu apa
aja ya. Mulai dari apa..eeh. apa gitu..
NESYA
Ooo boleh. Eeh.. Pekerjaannya sih paling kalau misalnya ada
perm..permintaan tamu untuk penge pengecekan jadwal
penerbangan nanti kita bisa bantu. Gitu...
ALICE
Mulai dari apa?
NESYA
Mulai dari pengecekan jadwal, misalkan reservasi tiket yah.
Contohnya tahap- tahap pertama itu pengecekan jadwal,
setelah itu pembookingan dan terakhir mhh pengissuean
ticket.
ALICE
Ehmm, oia mbak, saya masih ada satu hal yang mau saya
tanyain yah...
NESYA
Heeh.
ALICE
Berhubungan dengan issuing ticket, bisa diceritain ga proses
issue proses issuing ticket dari awal sampe akhirnya itu kayak
gimana?
NESYA
Boleh. Hhh, pert... langkah pertama itu kita mengecek jadwal,
klo misalnya udah confirm orangnya nanti kita booking, klo
misalkan orangnya jadi, jadi issued gitu, kita mhh bisa bantu
issued buat issuedin tiket ehh penumpangnya.
ALICE
Berarti proses dari awal sampe akhirnya, ehh pengecekan
jadwal dulu yah?
NESYA
Iyah, pengecekan jadwal...
ALICE
Trus...
NESYA
Pembookingan langsung pengissuedan tiket.
ALICE
Ohh, itu mhh issuing tiket itu.
NESYA
Iya.
ALICE
Mhh, oke deh gitu aja. Makasih mbak atas waktunya
NESYA
Iya...
CHAPTER I
INTRODUCTION
A. Background of the Study
Working in a travel agent is one of the choices that is available in
Bandung. It is stated in Merriam Webster dictionary that, “Travel agent
is an agency engaged in selling and arranging transportation,
accommodations, tours and trips for traveler” (par. 1). In Bandung,
tourism industry has been developing from year to year. In an article
posted by PT. Bandung Media Televisi Indonesia, I notice that based
on PHRI (Perhimpunan Hotel dan Restoran Indonesia) Bandung city
survey, it is stated that the contribution to PAD (Pendapatan Asli
Daerah) Bandung from tourism industry is almost 67% (par. 2).
Bandung has become one of popular destinations for domestic and
foreign tourists. Therefore, using the service of a travel agent is
important to arrange the trip. In addition, people in Bandung also go to
a travel agent to buy tickets for travelling to other cities in Indonesia by
trains or airplanes. As a result, the staff of a travel agent have to be
ready to help the travelers get the best and various services.
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One of travel agents in Bandung is TiKi Wisata (henceforth, TW).
The office is located in Buah Batu Regency Blok A-1 No 6/7 Bandung.
It opens from 9:00 AM to 5:00 PM from Monday to Friday, and on
Saturday it opens from 9:00 AM to 1:00PM. I choose TW as the place
of my internship because this travel agent is still new and developing.
This situation gives me more chances to learn about travel agency.
Besides, TW has a good reputation as one of the travel agents in
Bandung that gives services in ticketing, hotel voucher, and tour
packages. There are five employees working at TW Travel.
During my internship, I worked as a junior ticketing staff to help my
senior ticketing staff. Ticketing staff is a staff employed by a tours and
travel agency to give services related to tickets arrangement for the
travelers. Widjaja states that a ticketing staff should know things such
as “time schedule” (airplane, train, etc) (32), “ticket reservation” (32),
“types of tickets” (domestic and international) and “kinds of tickets
available” (first, business or economy class) (38), “tickets validity” (39),
and “ticket issuing” (40). I believe that a ticketing staff at travel agent is
a truly important job to support the existence of the travel agent.
TW Travel has cooperations with several airlines and PT. KAI
(Kereta Api Indonesia) for issuing the ticket directly without the
customers‟ having to queue to buy the tickets. Besides, when the
customers are running out of the ticket in the airport or in the train
station, they will be able to buy tickets in travel agents.
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Before I continue to discuss the problem that I found, I would like to
explain several terms. Based on my observation and interview with the
ticketing staff at TW travel, ticket issuing means the process from ticket
reservation/ booking until the ticket is being issued (Nesya).
It is also stated that ticket issuance means “actual purchase of ticket for
flights previously reserved” (Ticket Issuance, par 1) and ticket
reservation means “an arrangement by which accommodations are
secured in advance, as in a hotel or on an airplane” (The American
Heritage Dictionary, par 1).
During my internship from June to August 2011, I was working as a
junior ticketing staff for eight hours a day and three times a week. My
job was collecting the data needed from the customers for the ticket
issuing process, handling customers who came to TW by giving them
information, and telephoning the customers for getting their
confirmation about the reservation or booking and the payment. I
checked the online flight or time schedule that consisted of the names
of the airplane and train, the flight or train codes, the arrival and
departure time, availability of the seats, types of classes and the prices.
I had to ask the customers whether the ticket will be one way or return
ticket. In addition, I needed to ask for information from the customers,
such as the name of the passenger, the departure time and the arrival
time. I wrote the information down in a piece of paper, handed it over to
the senior ticketing staff to be processed in the computer for ticket
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reservation and issuance. After the customers agreed to pay the
tickets, I filled the invoice.
As a junior ticketing staff at TW, I am allowed to do the following
activities :
1. Collecting data of the customers
a. Asking and writing the data on a piece of paper, such as the
name of the passenger, types and classes of airlines, time
schedule, and others
b. Checking the schedule of airplanes in the computer using
MOVEL System
The processes of issuing tickets that I am not being allowed to do at
TW are as follow :
1. Booking process
a. Choosing the schedule flight and fare details in the computer
using MOVEL System
b. Inserting the customer‟s information
c. Saving the booking reference
d. Asking for the confirmation and the payment from the customers
e. Choosing the menu „Airline Ticket‟ and clicking „Issue Ticket‟
2. Issuing the tickets
a. Retyping the booking reference on the menu of „Issue Ticket‟
using MOVEL System
b. Clicking „Submit‟
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c. Checking the issued list containing flight date and schedules,
booking reference, passenger‟s name and phone number, ticket
price and fee
d. Printing the ticket
During my internship, I was allowed to collect the data from the
customers. I asked them by phone, met them face to face or had online
chatting with them. Then, I wrote down the data needed for booking and
issuing tickets on a piece of paper. Orelse, I read the information for the
ticketing staff while she was doing the booking and issuing process in
the computer using MOVEL System.
During my internship, I was not allowed to do the process of booking
and issuing the tickets by myself because the other ticketing staff was
afraid if I made mistakes in such processes, and if that happens the
consequence is TW Travel would have to pay 25% of the ticket price.
Based on the above explanation, I would like to analyze my problem
of not being allowed to book and issue tickets by myself. Furthermore, I
also would like to find the best solutions to overcome my problem.
B. Identification of the Problem
After having had an internship at TW Travel, I found a problem
related to my work. The problem is formulated in the following
questions:
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1. Why was I not allowed to book and issue the tickets for the
customers at TW Travel Bandung?
2. How could I learn to be able to book and issue the tickets properly
as a ticketing staff at TW?
C. Objectives and Benefits of the Study
The objective of the study is to find out the causes and the effects
of the problem. Besides, I would like to find the best solution to
overcome the problem that I was not allowed to book and issue tickets
by myself during my internship.
This study has benefits for some people. The first is for TW staff,
they will gain some useful information about assisting the new ticketing
staff (training new staff) effectively. The second is for the readers of the
term paper, it is expected that they could have new and useful insights
about ticketing staff at the travel agent. And the last objective is for me
to learn how to book and issue the tickets properly, to handle the
problem and also to find solutions for handling the problem.
D. Description of the Institution
PT. TW Bandung is one of the institutions from TiKi Group
Company that focuses on ticket sales, hotel voucher, tour packages
and other travel related services. It has five employees which have one
director, one supervisor, one business development staff, one tour
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staff, and one ticketing staff. It was established in March, 2010 by Mr.
Witono Saputra. TW is located in Buah Batu Regency Blok A-1 No 6/7,
Bandung. It opens from 9:00 AM to 5:00 PM from Monday to Friday,
and 9:00 AM to 1:00 PM on Saturday.
E. Method of the Study
The primary data are based on my internship experience and my
internship journal. I also read several books in my library research
which are related to ticketing process. I also search on the Internet for
information related to the problem; the data are used to analyze the
problem and to find solutions.
F. Limitation of the Study
The subject of the research is I myself as a junior ticketing staff who
focuses on the activity of a ticketing staff especially in booking and
issuing tickets at TW Travel Bandung. The period of my internship is
from June to August 2011.
G. Organization of the Term Paper
This term paper consists of Abstract, Declaration of Originality,
Acknowledgements, Table of Contents and four chapters. Chapter one
is the Introduction. It explains Background of the Study, Identification of
the Problem, Objectives and Benefits of the Study, Description of the
Institution, Method and Limitation of the Study, and the last one is
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Organization of the Term Paper. Chapter Two presents the Problem
Analysis. It analyzes the causes and effects of the problem. Chapter
Three consists of potential solutions along with the positive and
negative effects. Chapter Four is Conclusion; it consists of the best
solutions that I choose supported by logical reasons. Bibliography and
appendices are also included in the last part of this term paper.
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CHAPTER IV
CONCLUSION
The problem that I face is that I, as a junior ticketing staff, was not
allowed to book and issue tickets for the customers during my internship at
TW Travel. The causes of my problem are I was a new and inexperienced
staff at TW Travel, the two of my senior staff did not delegate the task to
me for fear that I would make mistakes in the process of booking and
issuing the tickets, and they were afraid that TW would have to accept the
consequences if I made mistakes. The effects of my problem are I gained
limited experience to book and issue the tickets by myself, it is time
inefficient for the customers who have come to TW and I, and the other
ticketing staff has to spend their time to help me book and issue the tickets
correctly. Furthermore, the first potential solution to solve my problem is I
learn from my senior ticketing staff by observing the way they book and
issue the ticket for the customers. The second potential solution is I take
initiative to approach and to ask the senior ticketing staff to personally
teach me how to book and issue the tickets. And then the third potential
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solution is I learn to perform my task while accompanied by the senior
ticketing staff.
In this chapter I would like to present the chosen solutions to solve the
problem that I got during my internship. I will apply all the three potential
solutions for my problem. First, I learn from my senior ticketing staff by
observing the way they book and issue the ticket for the customers. Then I
also take initiative to approach and to ask the senior ticketing staff to
personally teach me how to book and issue the tickets. Thus, after
learning and observing, I will perform my task while accompanied by the
senior ticketing staff.
Based on my experience during my internship at TW Travel, all of the
three potential solutions are useful because they are related. First of all, I
learn from my senior ticketing staff by observing the way they book and
issue the tickets for the customers, then I take initiative to approach and
ask them to personally teach me how to do them and the last I will try to
learn to perform my task while accompanied by the senior ticketing staff
during the process. These solutions could be effective for me as a new
ticketing staff to be allowed to book and issue the tickets at TW Travel. In
order to make the learning process happen, I need help from the other
staff especially my supervisor and co-workers to solve my problem. Nelson
explains, “Feedback from your boss, co-workers, or even friends can be
invaluable” (181). It means that I need feedback from the other staff to
learn in the process of learning how to book and issue the tickets properly.
In addition, Bissonnette stated that, “Encourages the new employee to
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view mistakes as a fundamental source of workplace learning rather than
as failure” (13). Therefore, I need my senior staff help to teach me and
support when I make mistakes in booking and issuing the tickets.
To sum up, I will try to apply the chosen solutions to handle the
problem at work in the future. Doing mistakes at work is possible. Thus,
my suggestion is giving trust to a new employee so that the person can
improve his or her skills as a ticketing staff at TW Travel Bandung.
Besides, junior and senior ticketing staff at TW could work together as a
team so that they are able to monitor and help each other.
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BIBLIOGRAPHY
Printed Sources
A Bloomsbury Reference Book. London: Bloomsburry Publishing Plc,
2004.
Nelson, Bob. 1001 Ways To Take Initiative at Work. New York: Workman
Publishing Company, Inc., 1999.
Wahhab, Ali Muhammad Abdul. Team Work. Bandung: PT Syaamil Cipta
Media, 2004.
Widjaja, Gunawan. Pengantar Tour and Travel. Sumedang: STBA
Electronic Sources
About.com Guide. 21 September 2011
Bissonnette, Denise. 30 Ways to Shine as a New Employee. Chatsworth:
Milt
Clancey, William J. Observation of Work Practices in Natural Settings.
New
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York: Cambridge University Press, 2005. 10 November 2011
Felder, Richard M., and Barbara A. Soloman. Learning Styles and
Strategies. North Carolina : North Carolina State University.
Heathfield, Susan M. “Trust Rules: The Most Important Secret About
Trust.”
“How to Delegate Work and Responsibilities.” ZeroMillion.com 20102011. 7 Dec 2011.
“Kwelanga Training.” Time Management At Work 4 August 2011. 1
November 2011
Merriam Webster Dictionary. Britanica: Merriam Webster, Inc, 2011.
Saputro, Peter Adi. Tidak Bergantung Pada Orang Lain. 27 January 2012.
Maranatha Christian University
“Sektor Pariwisata Sumbang 67 Persen PAD Kota Bandung.”
PT.Bandung Media Televisi Indonesia19 May. 2011:BB-D-019.
Schank, Roger C. What We Learn When We Learn by Doing. 1995.
Institute for the Learning Sciences Northwestern University. 13 Dec
2011.
Tatum, Malcolm. “What is Job Shadowing?” wiseGEEK.com. (20032011).14 Dec 2011
The American Heritage® Dictionary of the English Language. Houghton
Mifflin Company, 2009.
Ticket Issuance.
Toseland, Ronald W. An Introduction To Group Work Practice. Boston:
Allyn&Bacon, 2005. October 2011
Wright & Associates, Inc, 2009. 1 Nov 2011
Interview
Neysia. Personal Interview. 30 January 2012
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