Handling My Problem of Work Adaption as a Front Office Trainee at Hilton Hotel Bandung.

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Maranatha Christian University

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

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FLOWCHART

Causes:

1. 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

Problem

I had difficulty in adapting with my new working environment as a Front Office trainee at Hilton Hotel Bandung.

Effects :

1. I often felt bored.

2. I could not get along well with the staff.

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 Solution I :

Hilton Hotel should provide a routine gathering program for new trainees and senior staff from other devision.

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 negative effects :

1. The senior staff member has to commit his or her time to guide new trainees.

Potential solution II :

I should learn and model the senior staff in doing the activities.

1. I will gain experience from the senior staff.

Potential negative effects :

1. Hotel must provide some money to pay for the trainer from outside or inside of the hotel.

Potential solution III :

Hilton Hotel should conduct an on-the-job training for the new trainees.

1. I will learn faster to do my tasks.

Chosen solution

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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…

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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?

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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.

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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.

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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.

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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

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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

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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

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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.

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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.

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Interview Source