The effect of training and development program toward employee performance in front office department at the Ritz-Carlton Jakarta Mega Kuningan

Kumala, Jessica (2020) The effect of training and development program toward employee performance in front office department at the Ritz-Carlton Jakarta Mega Kuningan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Hotel as a lodging facility for travelers around the world always evolving to keep up with variety of guests’ needs. As an industry that depends on their human resources to provide services, quality of their human labor is an essential element for the company to compete. The purpose of this research is to reveal the effect of implementing a good training and development on the employees toward their working performance, focusing on the Front Office Department as the face of the hotel where interactions with guests are crucial. Many researchers have come with statements that training and development program is an essential tool for a company to improve their workers. In order to find out whether the statements and theories from the experts are true according to the real circumstances, this research occurs in one of the luxurious business hotels in the city of Jakarta, The Ritz-Carlton Mega Kuningan. Thirty employees in the front office department have participated on this quantitative research by filling up the questionnaire. The analysis from this data has made it concludes that training and development programs do have a positive effect on the employee performance in the Front Office department of the Ritz-Carlton Mega Kuningan. / Hotel sebagai fasilitas penginapan untuk para pengunjung dari seluruh dunia selalu berkembang mengikuti aneka ragam kebutuhan mereka. Sebagai industri yang bergantung pada sumber daya manusia, kualitas tenaga kerja manusia ini merupakan unsur penting bagi perusahaan agar mampu bersaing. Tujuan dari penelitian ini yakni adalah untuk membuktikan efek dari penerapan program pelatihan dan pengembangan karyawan terhadap kinerja mereka, berfokus pada departemen Front Office yang merupakan wajah dari hotel dan dimana setiap interaksi mereka dengan tamu adalah krusial. Banyak peneliti menyatakan bahwa program pelatihan dan pengembangan karyawan merupakan alat yang penting bagi perusahaan untuk meningkatkan mutu mereka. Untuk membuktikan kebenaran pernyataan dan teori-teori dari para ahli sesuai dengan keadaan yang sebenarnya, maka penelitian ini dilakukan di salah satu hotel bisnis mewah di kawasan kota Jakarta, The Ritz-Carlton Mega Kuningan. Tiga puluh karyawan di departemen front office berpartisipasi dalam penelitian kuantitatif ini dengan mengisi kuisioner. Hasil analisis dari data ini menyimpulkan bahwa program pelatihan dan pengembangan karyawan memang memberikan efek positif terhadap performa karyawan di departemen front office di hotel the Ritz-Carlton Mega Kuningan.

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