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All Journal Jurnal Pariwisata Vokasi
Soraya Kenita Rose
Akademi Pariwisata NHI Bandung
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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Implementasi Standard Operating Procedure Penitipan Barang Tamu dalam Mendukung Kualitas Layanan Concierge di Hotel Park Hyatt Jakarta. Yayan Sugiarto; Soraya Kenita Rose
JURNAL PARIWISATA VOKASI Vol 7 No 1 (2026): Jurnal Pariwisata Vokasi
Publisher : Akademi Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60038/jpv.v7i1.170

Abstract

This study aims to analyze the implementation of the Standard Operating Procedure (SOP) for guest luggage storage in supporting Concierge service quality at Park Hyatt Jakarta. A descriptive quantitative approach was employed using observation, interviews, documentation, and questionnaires involving 13 Concierge employees. Data were analyzed using descriptive statistics based on technical, administrative, and procedural aspects. The findings indicate that SOP implementation has not been consistently applied across all aspects. Inconsistencies mainly occur in technical procedures, administrative documentation, and compliance with operational procedures, particularly during high operational activity. The study concludes that Concierge service quality is determined not only by the availability of SOPs but also by their consistent implementation through reliability, traceability, and service standardization. These three elements form the foundation for improving service quality in hotel Concierge operations
Co-Authors Yayan Sugiarto