Overcoming The Unpleasant Working Environment in The Front Office Department in G.H. Universal Hotel.

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Maranatha Chritian University

ABSTRACT

Dalam tugas akhir ini saya membahas masalah yang saya alami selama saya bekerja di Hotel G.H. Universal. Di sana saya berperan sebagai Guest Relation Officer. Selama saya bekerja di Hotel G.H. Universal, saya mengalami masalah berkaitan dengan lingkungan kerja yang tidak nyaman.

Lingkungan kerja yang tidak nyaman tersebut disebabkan oleh dua hal. Pertama, atasan saya memperlakukan saya dengan tidak baik. Kedua, saya harus mengerjakan pekerjaan yang tidak tercantum dalam daftar pekerjaan saya. Lingkungan kerja yang tidak nyaman tersebut mengakibatkan saya kurang termotivasi saat bekerja, dan saya ingin berhenti bekerja dari Hotel G.H Universal. Untuk mengatasi masalah yang saya hadapi, ada tiga solusi yang saya miliki. Solusi yang pertama adalah saya berusaha menyesuaikan diri saya dengan standar kerja di Hotel G.H. Universal. Solusi kedua adalah saya

memaksakan diri untuk tetap bekerja di sana. Solusi yang ketiga adalah saya memutuskan untuk berhenti bekerja dari Hotel G.H. Universal.

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ACKNOWLEDGEMENTS

First of all, I would like to give my thankfulness to Jesus Christ for His blessings and guidance; thus, I could finish my term paper. I also would like to give my

gratitude to:

1. My super beautiful cute supervisor, Cindy Askarina, SS and her family, who have supported me to finish my term paper.

2. My beloved parents, for supporting me during the accomplishment of this term paper.

3. My beloved girlfriend, Sella, who always supported and encouraged me continuously. Therefore, I could finish my term paper.

4. Front Office team in G.H. Universal Hotel.

5. All staff in the D3 English Programme, Faculty of Letters.

6. The head of the D3 English programme, Dra. Irene Kendra, M.M. 7. All my beloved friends who have helped and supported me in the

writing process of my term paper.

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APPENDIX

B. INTERVIEW TRANSCRIPT

Name of Interviewer : Adriel Name of Respondent : Rini

Day & date of interview : 12 January, 2012 Place of interview : G.H. Universal Hotel

Adriel : Dulu Hotel G.H. Universal sejarahnya gimana Teh Rini ? Teh Rini : Dulu G.H. Universal ini hanya sebuah motel kecil, lalu Bapak

Agus Yousman yang punya hotel ini membangun motel tersebut. Sekarang bangunan bekas motel itu dipakai untuk

accounting dan marketing office.

Adriel : Apakah dulu langsung dibangun seperti ini ?

Teh Rini : Semuanya sama 5 lantai 1 kolam renang dan 105 kamar dan fasilitas 9 ruang meeting, tapi dulu kita hanya punya 1

restoran, Chinese Fat Dragon Restaurant aja. Baru menyusul dibuat Belle Vue Restaurant di lantai 5.

Adriel : Hotel ini termasuk bintang berapa Teh ?

Teh Rini : Dulu bintang 5, tapi sekarang menjadi bintang 4, karena tidak masuk standar untuk menjadi bintang 5.

Adriel : Boleh tau slogan buat Hotel G.H. Universal ?

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APPENDIX

A. FLOWCHART

Problem

I felt that the Front Office Department in G.H. Universal

Hotel did not have a comfortable working

environment.

Effects:

1. I had less motivation while I was working there.

Potential Solution 1 : I conform myself to the working environment there. always repress my true emotions.

2._{Always thinking to endure} my true emotion in the working environment there makes me tired of working there.

PotentialSolution 2 : I force myself to keep working

there.

Potential Solution 3 : I try to look for another job.

Positive effects : 1. Gradually I can fit

myself to the working environment there.

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CHAPTER I

INTRODUCTION

A

.

Background of the Study

A working environment is an influential element for workers to be able to perform well, as Ricardo Canto Leyton(1) believes that workers need a comfortable working condition, so they can work maximally. Henry Stewart states that when the workers have a comfortable working environment,

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and coworkers” (par. 1). However, as while I was doing my internship in the Front Office Department of G.H. Universal Hotel, I experienced an uncomfortable working environment which only dealt with the unpleasant treatment of my superiors and the unclear organization of my working activities, I would like to analyze my uncomfortable working environment based on the two aspects only, namely my organisation of working activities and superiors. While I was working in the Front Office

Department, I experienced an uncomfortable working environment; my superiors did not treat me well, and the organisation of my working activities was unclear as I had to do tasks that were not listed in my job description.

As the problem of the uncomfortable working environment obstructed me the most during my internship, I would like to discuss it in my term paper. Therefore, the aim of my term paper is to analyze the problem and find solutions that can be applied to solve it.

B. Identification of the Problem

Based on my internship experience as a Guest Relation Officer (GRO)

in the Front Office Department in G.H. Universal Hotel, I would like to analyze :

1. Why did I feel that the Front Office Department in G.H. Universal

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Maranatha Chritian University 2. How should I overcome the problem of experiencing an

uncomfortable working environment in the Front Office Department in G.H. Universal Hotel?

C. Objectives and Benefits of the Study

There are three objectives of my study. First, I would like to analyze why

I felt that the Front Office Department in G.H. Universal Hotel did not have a comfortable working environment. Second, I would like to find out the solutions to overcome the problem of experiencing an uncomfortable working environment in the Front Office Department in G.H. Universal Hotel. Third, I would like to find the best solution to my problem. By writing my term paper, I expect that I can give benefits to the institution, the readers and myself. For the institution, I expect my term paper will be able to inform and offer some solutions to overcome the problem of having an uncomfortable working environment to other workers in the Front Office Department in G.H. Universal Hotel who feel the same way as I did. Moreover, from my experiences I expect the readers to know and learn how to overcome the problem of having an uncomfortable

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D. Description of the Institution

Green Hill Universal Hotel, which is more popularly known as G.H.

Universal Hotel, is located at Jl. Setiabudhi 376, Bandung. At first, G.H. Universal Hotel was a small motel. After that, Mr. Agus Yoesman as the owner built and renovated this place into a huge hotel with Roman and Italian atmosphere and structures. G.H. Universal Hotel was a five-star (*****) hotel, but now it is a four-star (****) hotel because it does not reach the standard of five-star (*****) hotel.

G.H. Universal Hotel is a five-floored hotel with one hundred and five rooms, nine meeting rooms, a fitness center, a spa and beauty center, a swimming pool, two restaurants, and kid facilities. As G.H. Universal Hotel slogan is “serve better”, they always try to give an excellent service to the guests. I got this information from my interview with my superior Mrs. Rini who has been working there since G.H. Universal Hotel started to operate.

E. Method of the Study

To makethis term paper, first I observed my problem during my

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F. Limitation of the Study

My term paper focuses on me as a Guest Relation Officer or GRO in

G.H. Universal Hotel, and this term paper also focuses on the

uncomfortable working environment in Front Office Department in G.H Universal Hotel and the superiors who do not treat me well. I had my internship from 26 December 2011 to 29 February 2012.

G. Organization of Term Paper

My term paper starts with the Abstracts. It is followed by

Acknowledgements, which mentions those who support and help me during the process of writing this term paper. Afterwards, there is Table of Contents, which is followed by four chapters. Chapter I contains

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CHAPTER IV

CONCLUSION

In the previous chapters, I have analyzed the problem that occured during my internship in G.H. Universal Hotel, namely I felt that the Front Office Department in G.H. Universal did not have a comfortable working environment. I have also analyzed the causes, the effects, and the

potential solutions to the problem. There are two causes and two effects of this problem. The first cause of my problem is that my superiors did not treat me well, and the second cause is that I had to do the tasks that were not listed in my job description. The effects of my problem are that I had less motivation while I was working there, and I always wanted to quit from G.H. Universal Hotel. To overcome the problem, there are three potential solutions. First, I adapt myself to the working environment in G.H.

Universal Hotel. Second, I force myself to keep working there. Third, I try to look for another job.

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I conform myself there by understanding the standards in the FO Department of G.H. Universal Hotel and doing the tasks before my superiors tell me to do them as I believe that tolerating the behavior

standards in the working environment in the department is one of the ways to help me stay there. The second solution is that I force myself to keep working there. I force myself to keep coming to work every day, and I also force myself to do all the tasks and obey the hotel rules. As result,

gradually my working activities become a habit, and I get used to working there. Besides, I can learn how to bear a situation which I do not feel comfortable with. By forcing myself to work in G.H. Universal Hotel, I can learn how to be responsible for the tasks that are given to me and focus on them, as Jay White states: “Learn to be present where you are; give your all to whatever you’re currently doing” (par. 3). The combination of the first and second potential solution will be the best solution for me because those solutions make me learn to bear the uncomfortable

condition I was and will be in, specifically my working environment, and try overcome it. By applying the first and second solution, I can build my characters, challenge myself to bear the unpleasant condition, and keep working as well as possible.

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leaving the job was not an easy process because I had a contract in G.H. Universal under my college name, and G.H. Universal trusted me to work there. Besides, in the new workplace I have to adapt myself again. I also have to know some aspects, such as my superiors’ and coworkers’ characters and learn my new job description again.

The conclusion is that I should bear the unpleasant working

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Personal Interview

Overcoming The Unpleasant Working Environment in The Front Office Department in G.H. Universal Hotel.

ABSTRACT

ACKNOWLEDGEMENTS

TABLE OF CONTENTS

APPENDIX

B. INTERVIEW TRANSCRIPT

APPENDIX

A. FLOWCHART

CHAPTER I

INTRODUCTION

A

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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 Term Paper

CHAPTER IV

CONCLUSION

BIBLIOGRAPHY