Jongky W.A Kamagi
Politeknik Negeri Manado, Sulawesi Utara, Indonesia

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Room Attendant Strategy in Improving Service Quality at Novotel Manado Athalia Shirley Madonsa; Bernadain D. Polii; Jongky W.A Kamagi
Jurnal Studi Perhotelan dan Pariwisata Vol 5 No 1 (2026): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v5i1.7065

Abstract

Purpose: This study examines Room Attendant strategies to improve service quality at Novotel Manado Golf Resort & Convention Center and identifies practical solutions to support room cleanliness and guest comfort.Research Methodology: A qualitative descriptive approach was employed. Data were collected through observations, semi-structured interviews, and documentation involving Room Attendants and Room Supervisors. Data were analyzed using the Miles and Huberman framework and integrated with SWOT analysis to identify internal and external factors influencing service quality improvement strategies.Results: Room Attendants maintained service quality by adapting their daily work, setting work priorities, coordinating with supervisors, making the best use of available equipment, and conducting room re-checks. These practices were supported by SOP implementation, training, and supervision. Key challenges included limited equipment, chemicals, and linen, as well as high occupancy. SWOT analysis recommended improving equipment availability, coordination, workload management, and operational efficiency to maintain room cleanliness and service quality. Conclusions: Room Attendant strategies have improved service quality but remain suboptimal. Adequate work facilities, consistent supervision, effective coordination, continuous training, and regular evaluation are needed to sustain room cleanliness, improve operational performance, and enhance guest satisfaction.Limitations: This study was conducted in one hotel with a limited number of informants; therefore, the findings cannot be generalized to all hotel settings or organizational contexts. Contributions: This study advances hospitality research by demonstrating how housekeeping operations contribute to service quality and overall hotel performance, emphasizing housekeeping as a strategic component of service management.
Raw Material Efficiency Analysis in The Main Kitchen of Best Western The Lagoon Hotel Manado Gloria Estelina Naomi Supit; Jongky W.A Kamagi; Vesty L. Sambeka
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 1 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i1.7069

Abstract

Purpose: This study analyzes raw material efficiency in the Main Kitchen of Best Western The Lagoon Hotel by evaluating usage standards, SOP implementation, waste sources, and inventory control strategies. Previous studies have discussed food waste and inventory management; however, limited research examines the integration of kitchen operational practices to improve raw material efficiency.Research Methodology: A descriptive qualitative approach was employed. Data were collected through observation, interviews, documentation, and literature reviews. Informants were selected using purposive sampling, involving the Executive Chef, Storekeeper or Cost Controller, Demi Chef or Commis, Cook 1, and Cook. Data were analyzed through data reduction, presentation, and conclusion verification.Results: The findings indicate that raw material usage is generally efficient because procurement and consumption are adjusted to occupancy, breakfast guests, and banquet requirements. Efficiency is supported by SOP implementation, FIFO practices, standardized recipes, and forecast-based inventory planning. However, waste remains due to inconsistent FIFO implementation and limited utilization of certain materials.Conclusions: The integration of SOPs, FIFO principles, standardized recipes, and inventory forecasting supports waste reduction, improves inventory management, and maintains food quality.Limitations: This study focuses on one hotel and a specific observation period, limiting broader applicability.Contributions: This study contributes to hospitality management literature by extending Sustainable Operations Management theory in hotel kitchen operations. It highlights how integrated operational controls, including SOPs, FIFO systems, standardized recipes, and forecasting, enhance raw material efficiency and support sustainable kitchen management.