Overcoming Difficulties in Completing The Given Tasks As A Sales Administration Staff At Grand Serela Hotel.

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i Maranatha Christian University

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

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iv Maranatha Christian University

APPENDICES :

satisfactory result on my tasks.

Causes :

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.

Problem I had difficulties in completing the given

tasks as sales administration staff at

Grand Serela Hotel.

Positive Effects :

1. _{I can get training from the}

PIC

2. I can ask the PIC if they have problems at work.

Positive Effects :

1._{I will understand my job}

clearly.

2. It can Increase employees productivity.

3. I can set my job goals.

Negative Effects : 1. The work time will lost 2. The cost of training is

relatively expensive.

Negative Effects : 1. The hotel should spend

additional budget for the PIC or give additional job to a senior staff. Potential Solution 3 :

The hotel should provide a person

in-charge at the office Positive Effects :

1. I became more focused to do the job.

2. I get my job priority.

Potential Solution 2 : I make a list to-do each

day.

Negative Effects :

1_{. I was fixated on the list.}

2. The list was not accurate. Potential Solution 1 :

Sales and Marketing Department should give

training to employees especially for the sales

administration staff.

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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?

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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?

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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.

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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?

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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.

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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?

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5. Mengapa perlu diadakan training bagi pegawai baru dan bagaimana training tersebut mempengaruhi produktifitas kerja karyawan?

Training itu untuk kelancaran

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Maranatha Christian University 1

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

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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 thetasks 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,andmake 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?

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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 administrationstaff, handle the job better, and then find

possible solutions to the problem.

This term paperwill 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 asales 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. Itis close to some factory outlets, shopping malls and dining options.

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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 articlesthat 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

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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.

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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

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Maranatha Christian University

BIBLIOGRAPHY

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Interview

Overcoming Difficulties in Completing The Given Tasks As A Sales Administration Staff At Grand Serela Hotel.

ABSTRACT

TABLE OF CONTENTS

APPENDICES :

B. THE LIST OF INTERVIEW QUESTIONS

B. THE LIST OF INTERVIEW QUESTIONS

C. THE TRANSCRIPTION OF THE INTERVIEW

B. THE LIST OF INTERVIEW QUESTION

CHAPTER I

INTRODUCTION

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 IV

CONCLUSION

BIBLIOGRAPHY