AT CENTRAL JAKARTA
By Ellen Mulyono
13310034
A thesis submitted to the Faculty of
BUSINESS ADMINISTRATION AND HUMANITIES
in partial fulfillment of the requirements for the
BACHELOR’S DEGREE in
HOTEL AND TOURISM MANAGEMENT
SWISS GERMAN UNIVERSITY EduTown BSD City
Tangerang 15339 Indonesia
Revision after the Thesis Defense on 17 July 2014
Ellen Mulyono STATEMENT BY THE AUTHOR
I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.
Ellen Mulyono
_____________________________________________
Student Date
Approved by:
Imelda Suardi, SE.M.Acc
_____________________________________________
Thesis Advisor Date
Prof. Eric Jos Nasution, MBA, M.A, PhD
_____________________________________________
Dean Date
Ellen Mulyono ABSTRACT
PERSONALITY CONFORMITY OF UPCOMING HOTEL SCHOOL GRADUATES WITHIN DEPARTMENTS OF BALAIRUNG HOTEL
AT CENTRAL JAKARTA
By Ellen Mulyono
Imelda Suardi, SE.M.Acc, Advisor
SWISS GERMAN UNIVERSITY
Taking part in hospitality industry means people hold really essential roles.
Undoubtedly, personality is considered as one of key factors in choosing the right person to become member of a hotel. However, many applicants do not really know in which hotel department their personality will be suitable in. The purpose of this study is to analyze the personality conformity of upcoming Hotel school graduates within Hotel departments. Head of Human Resources and Head of Departments from Front Office, Housekeeping, Food and Beverage Product, and Food and Beverage Service of Balairung Hotel are involved in this study. The samples consist of 240 participants from three Hotel schools: Swiss German University, Trisakti Institute of Tourism, and Bina Nusantara University. Data for this study were collected through questionnaires which were based on dichotomous scale. According to causal-comparative analysis results, upcoming Hotel school graduates are not suited to all departments, but only certain departments within Balairung Hotel based on personality requirement.
Keywords: Personality, Conformity, Hotel, Departments
Ellen Mulyono
© Copyright 2014 by Ellen Mulyono All rights reserved
Ellen Mulyono DEDICATION
I dedicate this work for my family and the future of hospitality industry.
Ellen Mulyono ACKNOWLEDGEMENTS
I would like to thank God for blessing me from beginning to the end of this project.
Thank you to Mrs. Imelda Suardi, SE.M.Acc, my advisor for her patience and encouragement. Special thanks to Mr. Irwan Subroto for his guidance in my research.
Mr. Michael Roberts, my English advisor, thank you for the advice. Thank you to Mrs.
Dea Prasetyawati SST. Par, MM for her support and feedback in my proposal. Thank you to Balairung Hotel, Trisakti Institute of Tourism, and Bina Nusantara University for participating in this project. Their feedback was so meaningful for completion of this research.
I wish to thank Swiss German University for allowing me to conduct this research and all members in Hotel and Tourism Department for their assistance.
Finally, I would like to thank Michael Nur for supporting me throughout the entire process. I really appreciate it.
Ellen Mulyono TABLE OF CONTENTS
Page
STATEMENT BY THE AUTHOR ... 2
ABSTRACT ... 3
DEDICATION ... 5
ACKNOWLEDGEMENTS ... 6
TABLE OF CONTENTS ... 7
LIST OF FIGURES ... 11
LIST OF TABLES ... 12
CHAPTER 1 - INTRODUCTION ... 13
1.1 Background ... 13
1.2 Research Problem ... 15
1.3 Research Question ... 15
1.4 Hypothesis ... 15
1.5 Research Objective ... 15
1.6 Significance of Study ... 15
1.7 Scope and Limitation ... 16
CHAPTER 2 – LITERATURE REVIEW ... 17
2.1 Framework of Thinking ... 17
2.2 Psychology ... 18
2.3 Personality ... 20
2.4 Five-Factor (Big Five) Model of Personality ... 28
2.4.1 Extraversion ... 32
2.4.1.1 Sociability ... 32
2.4.1.2 Talkativeness ... 32
2.4.1.3 Assertiveness ... 32
2.4.1.4 Dominance ... 33
2.4.2 Agreeableness ... 33
2.4.2.1 Personal Warmth ... 33
2.4.2.2 Cooperation ... 34
2.4.2.3 Trust ... 34
2.4.2.4 Sympathetic ... 34
Ellen Mulyono
2.4.3.1 Dependability ... 35
2.4.3.2 Responsibility ... 35
2.4.3.3 Achievement Orientation ... 35
2.4.3.4 Perseverance ... 35
2.4.4 Emotional Stability ... 35
2.4.4.1 Anxious ... 36
2.4.4.2 Defensive ... 36
2.4.4.3 Compulsive ... 36
2.4.5 Openness ... 36
2.4.5.1 Open to New Experience ... 36
2.4.5.2 Creative ... 37
2.4.5.3 Thoughtful ... 37
2.4.5.5 Curious ... 37
2.5 Hotel Departments ... 37
2.5.1 The Room Department ... 38
2.5.1 The Food and Beverage Department ... 39
2.5.1 Sales and Marketing ... 39
2.5.1 Personnel ... 40
2.5.1 Accounting ... 40
2.6 Previous Studies ... 41
2.7 Difference in Studies ... 42
2.8 Research Model ... 43
CHAPTER 3 – RESEARCH METHODS ... 45
3.1 Research Process ... 45
3.2 Type of Study ... 46
3.3 Type of Data ... 46
3.3.1 Primary Data ... 46
3.3.2 Secondary Data ... 46
3.4 Data Collection ... 47
3.4.1 Primary Data Collection ... 47
3.4.2 Secondary Data Collection ... 48
3.5 Population and Sample ... 48
3.6 Research Model ... 51
3.6.1 Research Model ... 51
Ellen Mulyono
3.7 Research Question and Hypothesis ... 55
3.7.1 Research Question ... 55
3.7.1 Hypothesis ... 55
3.8 Data Testing ... 55
3.8.1 Data Pre-Testing ... 55
3.8.2 Data Post-Testing ... 56
3.9 Data Reliability and Validity ... 56
3.9.1 Reliability ... 56
3.9.2 Validity ... 57
3.10 Data Analysis ... 58
CHAPTER 4 – RESULTS AND DISCUSSIONS... 59
4.1 Company Profile ... 59
4.1.1 Overview ... 59
4.1.2 Vision and Mission ... 60
4.1.3.1 Vision ... 60
4.1.3.2 Mission ... 60
4.1.3 Location ... 60
4.1.4 Guest Rooms ... 60
4.1.5 Restaurants and Dining ... 62
4.1.6.1 Lapau B’Corner ... 62
4.1.6.2 Dapua Balairung ... 62
4.1.6.3 Kadai Ma Datuak ... 62
4.1.6.4 VIP Dapua ... 63
4.1.6 Other Facilities ... 63
4.1.7 Job Descriptions ... 63
4.1.8.1 Front Office ... 63
4.1.8.2 Housekeeping ... 64
4.1.8.3 Food and Beverage Product ... 65
4.1.8.4 Food and Beverage Service ... 65
4.2 Hotel Schools Profile ... 65
4.2.1 Swiss German University ... 65
4.2.2 Trisakti Institute of Tourism ... 66
4.2.3 Bina Nusantara University ... 66
4.3 Respondent Profile ... 66
Ellen Mulyono
4.3.2 Hotel Schools ... 67
4.4 Pre and Post-Testing Analysis ... 67
4.4.1 Pre-Testing Reliability Analysis ... 67
4.4.2 Post-Testing Reliability Analysis ... 68
4.4.3 Pre-Testing Validity Analysis ... 69
4.4.4 Post-Testing Validity Analysis ... 69
4.5 Personality Standard in Balairung Hotel ... 69
4.5.1 Front Office ... 69
4.5.2 Housekeeping ... 70
4.5.3 Food and Beverage Product ... 71
4.5.4 Food and Beverage Service ... 72
4.6 Average Results of Upcoming Hotel School Graduates ... 73
4.6.1 Swiss German University ... 73
4.6.2 Trisakti Institute of Tourism ... 74
4.6.3 Bina Nusantara University ... 75
4.7 Causal-Comparative Analysis ... 76
4.6.1 Extraversion ... 76
4.6.2 Agreeableness ... 78
4.6.3 Conscientiousness ... 79
4.6.4 Emotional Stability ... 80
4.6.5 Openness ... 81
4.8 Hypothesis Analysis ... 82
CHAPTER 5 – CONCLUSION AND RECOMMENDATIONS ... 83
5.1 Conclusion ... 83
5.2 Recommendations ... 83
GLOSSARY ... 85
REFERENCES ... 86
APPENDICES ... 91
Appendix A Questionnaire For Balairung Hotel ... 91
Appendix B Questionnaire For Upcoming Graduates ... 92
Appendix D Questionnaire With Responses – Swiss German University ... 93
Appendix E Questionnaire With Responses – Trisakti Institute of Tourism .... 94
Appendix F Questionnaire With Responses – Bina Nusantara University ... 95
CURRICULUM VITAE ... 96
Ellen Mulyono LIST OF FIGURES
Figures Page
2.1 Framework of Thinking ... 17
2.2 Four Humors by Hippocrates ... 21
2.3 Four Humors by Galen ... 22
2.4 Phrenology ... 22
2.5 Sigmund Freud’s Division of The Mind ... 23
2.6 Jung’s Four Functions of Personality ... 24
2.7 Myers-Briggs Type Indicator ... 25
2.8 Maslow’s Hierarchy of Needs ... 26
2.9 Eysenck’s Personality Types ... 27
2.10 Typical Hotel Organization Chart ... 37
2.11 Research Model ... 44
3.1 Research Process Model ... 45
3.2 Research Model ... 51
4.1 Organization Structure of Balairung Hotel ... 59
4.2 Balairung Hotel Departments ... 66
4.3 Hotel Schools ... 67
Ellen Mulyono LIST OF TABLES
Table Page
2.1 The Big Five Personality Dimensions ... 29
2.2 The Five Factors of The Five-Factor Model of Personality ... 29
2.3 Previous Studies About Personality ... 41
2.4 Big Five Personality Traits Variables ... 43
3.1 Question Design ... 52
4.1 Rooms and Suites of Balairung Hotel ... 60
4.2 Meeting Rooms ... 63
4.3 Reliability Calculation of The First Pre-test using Excel 2013 ... 67
4.4 Reliability Calculation of The Second Pre-test using Excel 2013 ... 68
4.5 Reliability Calculation of The Post-test using Excel 2013 ... 68
4.6 Personality Standard in Front Office Department ... 69
4.7 Personality Standard in Housekeeping Department ... 70
4.8 Personality Standard in Food and Beverage Product Department ... 71
4.9 Personality Standard in Food and Beverage Service Department ... 72
4.10 Average Result of Swiss German University ... 73
4.11 Average Result of Trisakti Institute of Tourism ... 74
4.12 Average Result of Bina Nusantara University ... 75
4.13 Average Scores of Extraversion... 76
4.14 Average Scores of Agreeableness ... 78
4.15 Average Scores of Conscientiousness ... 79
4.16 Average Scores of Emotional Stability ... 80
4.17 Average Scores of Openness ... 81
