CHAPTER III DISCUSSION. A. Job Training Activities

Transcription

1 CHAPTER III DISCUSSION A. Job Training Activities The writer did some activities and tasks during job training in PT Garuda Indonesia BO Solo related to subjects that the writer got in the classroom and applied it directly in the field. The writer was placed in the general division that can help any work unit that is available in PT Garuda Indonesia from Monday through Thursday from and Friday from There were some activities that have been done by the writer during the job training at PT Garuda Indonesia BO Solo. The activities during the job training were: 1. Doing morning briefing The writer always did the morning briefing everyday. All of the officers including General Manager through office boy and security should join the morning briefing at a.m. The morning briefing contains activities such as praying together before doing their job on that day, singing Garuda Indonesia's anthem, giving the achievement of the seats selling report, the estimated report, selling reports, cargo reports and visitors reports, and presentation evaluation by the General Manager. 2. Making credit card commission calculation As a staff financial, the writer did the sales reports everyday. Before making the report, the writer was required to calculate the commission for credit card. Reservation and ticketing supervisor usually gives some settlement receipt of some credit cards. The writer 18

2 19 did the calculation of the credit card commission on passage fare at the receipt, for example BCA cards earn commissions amounting to 0.9%. 3. Handling sales report (Office, Airport and Agency) After calculating the credit card commissions, the writer made a new sales report of office, outlets, and airport. All data of accounting report entered into SAP (System, Application & Products in data processing) with the purpose to know the profit and loss of the company to help reaching the target and also to facilitate repayment from the bank. SAP is one of the ERP s softwares that was bought by Garuda Indonesia then was modified to be appropriated to Garuda Indonesia's needs. SAP software has integrated between branch and center office. 4. Doing clearing of agency s credit Before making a clearing of credit, the writer should check credit of agency. If the accounts are already paid by the agency then the opponent journal existed in SAP had been made by the center office of Garuda Indonesia, so the writer just did the clearing in the journal. (Accounts receivable on the bank) 5. Handling cargo report The cargo sales reports are performed the same as making new sales reports. All reports are entered in the SAP software. This report is performed every day if there were any transaction. However SAP software certainly has obstacles. The quite annoying obstacle on the SAP software is the internet connection. If the network is not wellperformed, the accounting staff certainly could not perform the duties well but it only happened for about 10 to 15 minutes. The writer

3 20 handled cargo report such as cargo sales reports, cargo cash and cargo clear account. 6. Making proof of income tax The writer helped financial staff making a proof of income tax cut that serves as proof that Garuda Indonesia has cut the tax on the income which has been earned by the vendors, employees, and agencies. By giving the commission, Garuda Indonesia pays to the agency after being cut of PPH (income tax). After being cut of PPH, Garuda Indonesia is obligated to deposit it into the country by paying via bank. After that, Garuda Indonesia will get SSP (letter of Tax Deposit) and then the financial staff makes the SPT (the notice letter) and bukti potong (Cut Proof) that made three copies for Garuda Indonesia, KPP and the agency. 7. Doing data processing of IATA agent incentives Other than making proof of income tax cut, the writer also helped financial staff performing data processing to IATA Agent incentives aimed at calculating of how much incentives are obtained by IATA Agent. Agents who joined as members of the IATA have been targeted for domestic and international flights. From the target, the financial staff should check how big the development that will be multiplied by their clusters with the sum of percent incentive which they get was. 8. Helping the staff and superiors copying files The writer made copies of the files needed by the staff such as the secretary of General Manager and the accounting staff.

4 21 9. Giving information to customers by phone The writer helped the passengers to provide information by phone such as information about flight schedules, airline ticket s price, promos and GFF program. 10. Making a ticket reservation The writer did a reservation ticket for the passengers of Garuda Indonesia. When the phone rang, the writer immediately picked up the phone. Then the writer should say greeting such as "Garuda Indonesia, good morning. With Maryam, may I help you?", and then the passengers would tell that he/she wanted to make a ticket reservation. The writer started doing ticket reservation upon request of the passengers, filled in the identity of passenger as well as his/her identity and GFF member number if any. After the ticket reservation was completed, the writer read out the reservation number, for example Yes, ma am. I will give your reservation number, please take a note of it. Your reservation number is Z5VAY. Later the writer did re-notice through its reservation, Yes, ma am. I am going to read through your reservation, flight with GA225 with Mrs. Damo Nica, the destination is Solo-Jakarta at am and arrive in Jakarta pm with the price of ticket is about Rp and your reservation code is Z5VAY. The reservation time limit is today before 3 pm, Ma'am. The writer then asked again if there was still any problem faced by the passenger. If there was not, then the writer said thanks. 11. Making a payment voucher The writer made payment vouchers which were required to be made in every cash transaction like buying several needs for the office which was then approved by the financial manager and General Manager.

5 Wrapping gifts for the agencies who have joined the GATF Solo 2015 The writer was appointed by the admin staff to help him wrapping the gifts for the agents who have participated to enliven the annual event of the Garuda Indonesia Company which was GATF Solo 2015 that had been successful and achieved the targets. 13. Helping the passengers to make a registration of GFF member The writer helped the staff who handled the GFF to help the passengers who wanted to register to be GFF member. The writer gave a registration form which was then filled by the customers. As well as the passengers filling the registration form, the writer also explained about GFF member like the level of GFF member, the advantages of being GFF member, how to get points until how to redeem the points that had been collected by the GFF member. The registration was done in the Garuda Indonesia branch office Solo. 14. Checking the GFF members point The GFF members usually wants to know the points they have gathered for joining the GFF in order to be used to get variety of advantages offered by Garuda Indonesia. The writer helped the GFF members who wanted to know their points by phone. The writer inserted a number of their GFF members to the system and then the points of the members would appear. If the members still less sure with their points, the writer usually suggested the members to check their points by themselves on the web garudamiles.com.

6 Helping the secretary of General Manager of Garuda Indonesia BO Solo to prepare several data for the meeting The writer helped the secretary of General Manager of Garuda Indonesia to make several copies of data, sorted it, then took the data to the meeting room and then the data would be shared to members of the meeting. 16. Helping the sales staff to make an to a colleague in English The writer helped sales and marketing staff to make an to a colleague containing information about the event of Garuda Indonesia that will be held in English. 17. Following up the colleagues to attend the meeting The writer got a task from sales and marketing staff to call some colleagues with the aim to remind the meeting that will be held in Royal Heritage Surakarta hotel and asked for their attendance. 18. Collecting the data and interviewing the officers to make the report Besides the task which the writer got, the writer surely was also seeking data from the staff as well as interviewing several staffs to help complementing the data required to make this report. Although the writer just did this job training for about a month, the writer had gained enough experience and the task from all staffs. However, the writer sometimes experienced a full day of did not get anything. Some days the writer experienced a day just sitting without any task after earlier getting the hectic day by the task while helping several task of a staff who currently on leave and when a few days before the event GATF Solo 2015 will be held.

7 24 B. The Garuda Frequent Flyer Applied in PT Garuda Indonesia branch office Solo In 2009, Garuda Indonesia launched their new program named Garuda Frequent Flyer. Garuda Frequent Flyer is a point-based member that will be exchanged with variety of advantages. This program is only available in Garuda Indonesia, but this program also collaborated with airlines around the world to provide more advantages to the passengers who has been joining as GFF member. In 2014 Garuda Indonesia made development of the Garuda Frequent Flyer namely "Garuda Miles". Through Garuda Miles, Garuda Indonesia began to focus upon the passengers and made them as important elements in the business. Garuda Indonesia offered this program to their loyal passengers who have solid activity but still demanding high service standards. As we know, Garuda Indonesia is the airline which always offers the high-quality and also the expensive prices. The expensive prices which is offered by Garuda Indonesia is worth the high quality standards; surely different with the other airlines. Nowadays, there are many new airlines springing up to offer a cheaper ticket to all destinations. With this condition and the expensive prices of ticket offered by Garuda Indonesia, Garuda Indonesia needed a program that can bring advantages for passengers. Garuda Indonesia finally made a program which was aimed to provide more advantages to its passengers such as an upgrade from economy to business class or a free ticket. This program became one of the marketing strategies of Garuda Indonesia to attract passengers so that the passengers use the services of Garuda Indonesia continuously. In Garuda Frequent Flyer program, Garuda Indonesia runs the program in the form of a point-based member. To become a member or to get a gift like the upgrade class or free tickets, the member is required to gather points of any flight that they do with Garuda Indonesia. The more

8 25 points collected the more advantages the GFF member would get. The passengers who want to become GFF members are students (who study in another city or country they live), travelers and the most joined members are the businessman who required them to often go outside of the city or country. In Garuda Indonesia branch office Solo, Garuda Frequent Flyer program has been applied well not only by GFF staff that always handle GFF but also several staffs in some division also glad as well as taking care of the GFF task. Some staffs that helped GFF task and master it are: 1. Ticketing Office Garuda BO Solo The most frequently activities done in ticketing office are the GFF activities. Almost the entire main task of GFF staffs itself was taken by all ticketing office staffs. All of ticketing office staffs very masters the GFF tasks, but there is also a task that cannot be handled by ticketing office staffs. This task then was given to GFF staff that authorizes it. The tasks that are always taken in ticketing office like: a. Ticket Booking The ticketing office staffs do GFF task at the time of ticket booking. For example when there was passenger who wanted to book a ticket, the ticketing office staffs always asked the passenger to remind his/her whether the passenger is a GFF member or not. If he/she is a member of GFF, the passenger need to mention the number of his/her GFF member in order to make his/her points from his/her flight later could directly enter to his/her GFF member.

9 26 b. The GFF Member Registration The other GFF task that the ticketing office handles is serving the registration of a new member. The ticketing office staffs are skillful enough to help passengers who want to register. They give a registration form which is then filled by passengers and punctuated telling some information about GFF program. The registration steps of GFF members as follows: 1) The passengers come into PT Garuda Indonesia branch office Solo to do registration. The registration is free of charge. 2) The passengers need to fill the registration form that GFF staff gives which is then filled based on their ID card or passport. 3) The registration form is given back to the GFF staff to be registered to the system and the GFF member card will be activated so the GFF member will be able to use the GFF member card as soon as possible. 4) The GFF staff gives a GFF temporary card made from a paper like a name card as a sign that the passengers have become members of GFF. The passengers will become Blue members at the beginning of the registration. If the passengers want to be the highest level members, the passengers need to collect points that are already determined. 5) The GFF permanent member card will be printed soon if the passengers have had their first flight with Garuda Indonesia. 6) Then, the GFF permanent member card will be sent within two until four weeks to the member s address. So, if the passengers have moved to another address, the passengers must confirm their new address to GFF staff in PT Garuda Indonesia branch

10 27 office Solo so that the GFF permanent card can be received quickly. 7) The passengers will get a welcome bonus mileage on levels Blue level member card if the passengers have done their first flight on eligible flight recorded in the data of GFF membership. After doing the registration, GFF staff reminds the new members of GFF to always mention their number GFF while doing ticket booking through the phone and booked a ticket at the ticketing office of Garuda Indonesia. In addition, the new members of GFF are also being able to mention their GFF number in the Garuda Indonesia check in counter. c. Check the Points of GFF Members The GFF s third task handled by ticketing office is checking points of GFF member. The GFF member is often being confused with total of points they have had. The ticketing office staffs have been able to help passengers to check their point quickly by entering the number of GFF member card to the system then the points are going to appear. If the passengers are still not sure of their points, the ticketing office staffs recommend the passengers to check their points by themselves at garudamiles.com. Sometimes the GFF members that came to the ticketing office Garuda Indonesia branch office Solo are just asking the points they have gathered then they returned home after get the information from ticketing office staffs. However there are also members who will redeem their points with a gift from Garuda Indonesia at that time.

11 28 d. Upgrade Class After helping checking points of GFF member, the ticketing office staffs also take care of members who want to do Upgrade Class. Upgrade Class is done from economy class to business class with requirement such as collecting points. The GFF members should have the economy ticket of Garuda Indonesia airline first, so the GFF member can upgrade their ticket to the business class. The ticketing office staffs have taken control of the job to help members who want to upgrade their ticket if the members points have already appropriated with terms and condition of GFF member. If it does not appropriate, then the ticketing office staffs will friendly explain the requirement of the Upgrade Class to the members. e. Claim Missing Mileage The last task of GFF program is a quite often problem experienced by members. The members usually forget to mention their number of GFF member so the point of their flight will not get into their GFF member card. The ticketing office staffs have understood well what they had to do if there are members experienced such a thing. The ticketing office staffs will usually ask the ticket and boarding pass of the members that are not recorded, later the ticketing office staffs will enter the data to the system and then their points will increase as it should. In the ticketing office there is a GFF service counter that is aimed to maximize the services which is given to the GFF members. All of GFF activities are done at the GFF service counter. However, being a member of GFF does not mean the members could be free of queue when they want to do a transaction. Garuda Indonesia branch office Solo always provides numbers a queue for regular passengers or

12 29 members of GFF. So the condition of Ticketing Office of Garuda Indonesia branch office Solo is always orderly tidy. 2. Reservation In the reservation division, the reservation staffs usually do the GFF task like points checking and tickets booking by entering number of GFF members. The process of this task was similar with the process done by ticketing office staff. The difference is the reservation staffs serve the passengers by phone. 3. GFF Staff GFF staff is the person who is assigned to handle the entire tasks which is dealing with GFF. In Garuda Indonesia branch office Solo, the staff that responsible for the GFF program is also a reservation staff. So, if the tasks that supposed to be handled by the GFF staff can be handled by another staff in another division particularly at ticketing office division, then the entire staff of ticketing office should be able to help running the tasks of GFF that has been given. The ticketing office staffs have been able to run several tasks of GFF program, but there is also a task they could not handle. As an example is when there is misconduct in sending a GFF member. The ticketing office staffs usually overlook GFF staff to tell the task they cannot handle directly. Later, the GFF staff directly does the task with the way sending an to Garuda Indonesia center office to clarify the correct address of GFF member. So, the GFF staff usually just backs up the ticketing office and reservation staff if there is a task they could not do, then it will be solved by the GFF staff. Ticketing office is one of the busiest divisions in PT Garuda Indonesia branch office Solo because they always deal with passengers in person. With many passengers coming to ticketing office to do any transaction, the

13 30 ticketing office staffs had managed to apply the GFF program in maximum capability. The ticketing office staffs do not always offer passengers to become a member of GFF. The ticketing office staffs usually offer the GFF program to passengers just once until twice in a day. Although only offer one until two in a day, a new member of GFF program continues increasing. In February 2015, Garuda Indonesia branch office Solo had new GFF members. Then in March 2015, the new members who joined the GFF program of Garuda Indonesia grew into new members of GFF. Even though it only grew about 90 members, all of the staffs that helped running the GFF program has managed to make passengers joining the program. From 9000 new members who joined GFF program, most of them join the GFF program because of their own willing. The advantages that also company get are Garuda Indonesia always get many passengers and most of the passengers continue to choose flying with Garuda Indonesia. All of the staffs have been able to fulfill all requests of GFF members friendly, carefully and quickly. All of the ticketing office, reservation and GFF staffs also have taken control the application of GFF program.

14 31 C. GFF Member Benefits Comparison Table 3.1: GFF member benefits comparison Benefit Junior Blue Silver Gold Platinum EC+ Welcome Mileage Earn Miles from Eligible Flight* Redeem Miles for Award Ticket & Upgrade Award Transfer Award Ticket & Upgrade Award to Other Person Business Class Check-in Counter Special Checkin Counter Airport Lounge ****** plus family member - - In several domestic airport - - By redempti on***** In CGK airport Domestic Lounge (plus 1 guest if using International Flight) (GarudaMiles/Emer ald Lounge in domestic & international area CGK airport Premium check-in at CGK airport (plus family member) Domestic & all international lounge (plus 1 guest) (Garuda business lounge or GarudaMiles/Emerald Lounge in domestic area CGK airport) In CGK airport Domestic lounge (plus 1 guest if using international flight) (GarudaMiles/Emerald lounge in domestic & international area CGK airport)

15 32 Table 3.2: GFF member benefits comparison Benefit Junior Blue Silver Gold Platinum EC+ Free Excess - - 5Kg 15Kg 20Kg 15Kg Baggage Priority Baggage Handling Priority - Reservation Wait List** Priority Boarding In CGK airport In CGK airport In CGK airport Priority Airport Stand By Preferred Seating For C/D/I/Y /B/M/K/ N For C/D/ I/Y/ B/M /K/N For C/D/I/Y/ B/M/K/N For Yearly Fare C/D/I/Y/B/M/K/N For Yearly Fare C/D/I/Y/B/M/K/N For Yearly Fare C/D/I/Y/B/M/K/N Special Gift Mileage gift at renewal - Tier Bonus % 25% 25% Miles Insurance*** Credit Card Benefit**** *) Spending Miles value is higher at certain times (peak season) **) Priority based on the sequence: a. ticket prices / class of service; b. flight distance; c. GarudaMiles membership tier ***) Terms & Conditions refers to the policy rule, which is an additional insurance other than those specified in Indonesia Legislation Rules ****) Benefits of Garuda Indonesia Citibank Card will be informed to the cardholders by Citibank *****) Terms & Conditions apply ******) Lounge entrance access is allowed for GarudaMiles fly with Garuda Indonesia. Guest access is allowed if having same-day Garuda Indonesia tickets. Other Terms & Conditions related to Lounge apply

16 33 D. Problems of Garuda Frequent Flyer Becoming a member of GFF from Garuda Indonesia is very profitable, but it is also not free from some problems which are quite often experienced by GFF Members. There are several problems experienced by GFF members or GFF prospective members that the writer found during the job training. They are: 1. The misspelled name on the Garuda Frequent Flyer member card The misspelled name on the GFF card will be an obstacle if the member will fly out of the country. So the solution is the GFF member who will be traveling to a foreign country must submit a photocopy of his/her Passport, ID card and GFF card first to the Garuda Indonesia office in his/her hometown to equate his/her name with the GFF member s passport. If the Garuda Indonesia office in his/her hometown is not the center office of Garuda Indonesia, after the GFF member gives the terms to Garuda Indonesia office, the GFF staff in the Garuda Indonesia office will immediately send the data to the center office of Garuda Indonesia. 2. The identity changing of GFF member which is not updated The identity changing of GFF member must be reported to the Garuda Indonesia or updated through the GFF website because it is very important. If it is not updated, surely GFF member will experience difficulties such as the GFF permanent card upon delivery. On this second problem, many members complained because they did not receive the GFF permanent card immediately whereas they have had their first flight with Garuda Indonesia after joining GFF program. This problem often occurs because GFF members who have moved to another house or changed their phone number did not update it.

17 34 The solution of this second problem is the GFF members who will change the address and telephone number can update their recent address or phone number through the GFF website at garudamiles.com, or the GFF members can fill in Change Address Form provided on the GFF website and send it to the Garuda Indonesia office. 3. Mileage does not increase when a flight has been done The third problem is the most frequent problem faced by GFF members. The habit that often made the GFF members is forget to mention the GFF member number. Because of this habit, the mileage of GFF members will not increase even though they have done some flights with Garuda Indonesia. If the GFF members forget to mention their GFF number when doing a reservation or showing the GFF member card at the check-in counter and the GFF members would ask their missing mileage to be added to the their GFF member card, the GFF members should submit their flight ticket, boarding pass and the copy of their member card and then hand it over to Garuda Indonesia office. The mileage will be increased in the GFF member card within four working days. 4. The GFF permanent member card has not been received more than two weeks as the conditions are already described by GFF staff As the writer explained in the second problem, the fourth problem is quite often complained by the GFF members. At the beginning of the registration, GFF members will be given a temporary card as substitute of a GFF permanent member card. A GFF permanent member card will be on process after their first flight with Garuda Indonesia according to the applicable terms and conditions, and then a GFF permanent member card will be on process within two weeks (10 working days).

18 35 If the GFF permanent member card has not been received by GFF members for over two weeks, this often occurs because the GFF members have changed their address so that the GFF members failed to receive the GFF permanent member card. Therefore, as described in point two if the GFF members have moved to another address, the GFF members must update their recent address on the GFF website. GFF card will be reprinted and GFF members will be charged a fee of Rp which is transferred to the account of Garuda Indonesia. The new GFF member card will be processed after the GFF members transfer their money to the account of Garuda Indonesia and then submit the proof of transfer to Garuda Indonesia office in their city. The problem on this fourth point also usually occurs because the registration data are less complete. 5. Missing GFF membership card Loss of the GFF member card is indeed quite complicating GFF members. In the absence of the GFF member card, GFF members would have trouble in greeting a wide range of advantages that usually get using the GFF member card. If the GFF members lose their card, their new card can be reprinted with the terms that GFF members will be charged Rp 50,000 in Indonesia or USD10 outside Indonesia as in the fourth point. Then their new card will also be processed if they have handed the proof of the transfer to the Garuda Indonesia office. With this variety of problems often experienced by the GFF members, Garuda Indonesia always seeks to solve the problems for the sake of comfort of GFF members who have been loyal to Garuda Indonesia. In Garuda Indonesia BO Solo, the staffs work hard to overcome these problems quickly and precisely. The staffs who deal with Garuda

19 36 Frequent Flyer deftly help the passengers who are experiencing difficulties then their files will be sent to the center office of PT Garuda Indonesia for immediate processing. So the GFF members will always feel more special than the passengers who do not join in the Garuda Frequent Flyer program.