employees?
9. What methods were used in the training?
4.9.2 Interviews Analysis
Secondly, the following tables and paragraphs will explain the analysis from the interviews conducted from Email and Skype from 16th April 2015 to 23rd April 2015 with 3 Mandarin Oriental, Jakarta managers from various departments. For this study, the abbreviation of A, B, C was used to keep interviewees anonymous.
DEMOGRAPHICS TABLE
No Question A B C
1 What is your current position?
Executive Housekeeper
Laundry and Linen Manager
Learning &
Development Executive
2
How many years have you been working in the
industry?
20 years 23 years 6 years
3
How many years have you worked in Mandarin
Oriental Hotel, Jakarta?
4 years 6 years 6 years
4 What is your last education?
Diploma of Hotel School
High School plus 1 year Hotel Course
3rd Diploma Hotel Management
(Higher Diploma) Table 4.19 Interviewees Demographic Data
Based on table 4.19, the interviewees are mostly from Housekeeping Department and Human Resources Department. The reason is to know more about the insight and view from the one who gives the training in person, which is why Learning and Development Executive was chosen. Moreover, the other 2 interviewees are from Housekeeping Department because mostly in different hotels there are different approaches on how they provide the training to the employees and the choices were random. To explain more, all the interviewees are seniors in the hotel industry with an average of 17 years experience in hotel industry and they have been working with Mandarin Oriental Hotel, Jakarta for an average of 5 years. Last but not least, all the interviewees are graduated from a Diploma or Higher Diploma. The results of the interviews can be seen on the next page.
No Question A B C
5
How many kinds of training are there in the
Hotel? Can you please name them?
FLHSS and Guest Satisfaction
Training
Employees Cross Training
and Student Trainee
FLHSS&E (Fire, Life, Health, Safety,
Security, and Environmental),
Guest Satisfaction
Training, Leadership
Training Program
6
Have you ever conducted the training program? Are there any
levels of training?
Yes Yes Yes
7
What are your considerations before implementing a training
scheme?
Number of people, Handouts, Training Tools
Duration, Level of Participants,
Topic
Training needs, Date & Time, Venue, Number
of Participants, Training Tools
8 What are the advantages of training program?
As a refresher, to standardize
of doing something
The employee can do better even without less supervision
Increased efficiency of
employees, Reduced supervision,
Reduced turnover, Improve
self-confidence, Increase motivation
levels
9 Are there any
disadvantages? No No No
10
As an eco-friendly hotel, are there any differences on the training program
rather than the usual hotel? What are they
No, there is no difference
Yes, learning how to work productively
while maintaining the environment and
comply with government’s
regulation
Yes, by using recycle paper for the training
tools
11
Do you think the purposes are achieved after the training? What
are the results of training?
Yes, as the people will get
better understanding of the standard
Yes, they can get a big picture
and knowledge of the task and responsibility
Yes, the employees will
be more confident, can
adjust well to the working environment,
and leads to chances of better effort
from them
12
Do you have any opinion or general thoughts about training?
Or maybe recommendations?
Training is a key to achieve
better customer satisfaction
No
Training program is vital to the long-term
success.
Moreover, it can increase motivation, morale, and productivity,
also higher profit.
Table 4.20 Managers Interviews Results
According to Table 4.20, question 4 tells about what kinds of training that Mandarin Oriental Hotel, Jakarta give to their employee. Most of the interviewees answered the same answer which is they provide the FLHSS&E (Fire, Life, Health, Safety, Security, and Environmental) Training and Guest Satisfaction Training (Guest Recognition Training, Handling Complaint, Guest Preference, Telephone Etiquette, and Culture Awareness). With an addition from the L&D Executive, which is the Leadership Training Programme (On The Job Training Technique, Group Training Technique, Move Up, Move Forward, Managing Leadership Programme, Interview for Success, and Presenting for Success). To explain more, There are only 3 staffs under the Learning and Development Department. They are the one that is taking care the employee for the training. As can be seen from the explanation from the training above, the hotel provides the employees with a lot of kind of training, which is very important to them. As what Price (2007) said that the aim of HRM is to increase organization’s development and capability by utilizing their people.
Moreover, the company wants to make the best use of their employees and that way it can increase the economic returns (Armstrong, 2010). That is why most of the company provides training to their employees, as it is very important. It is important for both the company and the employees. If the employees can excel more then it can benefits the company as well.
From the question 7, it is known that there are pretty much a lot of considerations before conducting the training. Most of the interviewees answered the same thing, which is number of participants and training tools. Both of them are very important in conducting training. As been explained by Wang & King (2009), in ADDIE Model there is one process, which called ‘Analyze’. In this stage, the trainer should consider about the learning environment, how to deliver it, and timeline for the training.
Moreover, in question 8, the interviewees were all asked about the advantages of training program. 2 out of 3 managers answered that with training programs then the employees will need less supervision for them. As supported by Hayes & Ninemeier (2008), training programs give them new ability to do things and so the employees can do their work effectively. Moreover, they can become value-added employees who can achieve the best results for the company. Besides reducing the level of supervision, the trainings also produce a lot of benefits according to the L&D
Executive as it can increase the efficiency of the employees, improve self-confidence, and increasing their motivation level while they’re working. According to Stone (2008, cited in Lee-Ross & Pryce, 2010), trainings can encourage self-development and self-confidence as the employees receive more trainings then they can have more skills and knowledge that will impact their confidence to produce service quality. Based on table 4.13, all 3 managers said that there are no disadvantages of trainings program and it shows some differences from what Saks et al., (2010) has said. He said that trainings have 3 disadvantages such as, time, qualifications, and cost. But according to the managers’ answer, the staff training doesn’t produce any disadvantages for them because the benefits are much bigger than the loss. Because of training programs, the employees gain more ability to perform better and that means increase the service and also profit from the guests.
As an Eco-Friendly Hotel, Mandarin Oriental Jakarta provides the employee with green training as 2 out of 3 managers answered that there are some differences with the regular training. The manager said that using recycle paper for the training is one of the examples. Mandarin Oriental Hotel, Jakarta is one of the hotels that are using the green approach (mandarinoriental.com). That is why Mandarin Oriental Jakarta is using recycle paper as their training tools to support the 3R (Reduce, Reuse, Recycle).
Last but not least is question number 11, which is most important as all 3 managers agree that the purposes of training are achieved after getting it. This research concluded that trainings could produce a good result as all 3 managers were agreeing to that. Because of training programs, the employees can get a better understanding on the company, better knowledge of their task and responsibility, and leads to a better effort from the employees to create the best performance from them. And adequate training program is a must for all the employees as trained employees can produce higher job productivity and performance (Saks et al., 2010).
Based on the quantitative and qualitative data, it appears that training program holds an important role in their job, especially in increasing the job productivity and performance. Both the employees and managers are agreeing that training programs really contribute to the quality of the employees, thus can aid in reducing the supervision from the employers. Mostly, both of their answers are correlating with each other as they both agree that the training should be for a long time and as a