The exploration of cross-training towards the staffs' loyalty of Marriott Café

Angkasa, Quiency (2020) The exploration of cross-training towards the staffs' loyalty of Marriott Café. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

"Employees are the prime sources to keep the business going or falling depending on how their duties are conducted. In effort to face the upcoming stages of challenges, cross-training plays an important role on both employees and business. Loyalty of the employees is an important essence in the company, since the company heavily relies on their service to keep the business’s operation running, and maintaining customer relationships. In order to find the perfect working environment, employees move to other departments by utilizing the proper procedure of cross-training. The objective of this research is to discover the causes and reasons why staffs do not give out the impression of wanting to stay at their current station longer, why loyalty is an important feature and whether cross-training program benefits Marriott Café or not. The primary data is retrieved through one-on-one interview with the employees. Phenomenological method is the data analysis technique that is conducted in this research. The result shows that cross-training affects associates’ loyalty, however, it is not regarded as the main factor that affects staff’s loyalty." / "Karyawan adalah sumber utama untuk bisnis tetap berjalan atau berhenti yang bergantung kepada bagaimana tugas mereka dilaksanakan. Dalam upaya untuk menghadapi tahap tantangan yang akan datang, cross-training berperan penting bagi karyawan maupun bisnis. Loyalitas karyawan adalah esensi penting dalam perusahaan, karena perusahaan sangat bergantung kepada layanan mereka agar bisnis tetap berjalan, dan menjaga hubungan karyawan-pelanggan. Untuk menemukan lingkungan kerja yang sempurna, karyawan pindah ke departemen lain dengan memanfaatkan prosedur cross-training yang tepat. Tujuan dari penelitian ini adalah untuk menemukan penyebab dan alasan mengapa staf tidak memberikan kesan ingin bertahan lebih lama di stasiun mereka saat ini, mengapa loyalitas adalah fitur penting dan apakah program cross-training menguntungkan atau tidak bagi Marriott Café. Data primer diambil melalui wawancara secara perorangan dengan karyawan. Metode fenomenologis adalah teknik analisis data yang dilakukan dalam penelitian ini. Hasilnya menunjukkan bahwa cross-training memengaruhi loyalitas karyawan, namun, hal itu tidak dianggap sebagai faktor utama yang memengaruhi loyalitas staf."

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