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All Journal JURNAL ILMIAH M-PROGRESS Kalbisocio: Jurnal Bisnis dan Komunikasi STREAMING Business Journal
Hia, Martinus
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Journal : STREAMING Business Journal

 1 
Peranan Room Attendant Dalam Make Up Room Untuk Meningkatkan Kepuasan Tamu Di Hotel Des Indes Hia, Martinus; Wahyudi, Triyono Arief
STREAMING Vol. 4 No. 2 (2025): STREAMING Business Journal
Publisher : Research and Community Service UNIVERSITAS KALBIS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53008/pgtg4c80

Abstract

This study examines the role of room attendants in performing make-up room procedures and their impact on guest satisfaction at Hotel Des Indes Menteng. Using hospitality service theory and hotel operational standards, the research explores how room attendant knowledge, technical skills, interpersonal behavior, and adherence to Standard Operating Procedures (SOPs) influence perceived room quality and guest experience. A descriptive qualitative approach was employed through six months of fieldwork (June–December 2021), including literature review, participant observation in the housekeeping department, and interviews with room attendants and supervisors. The findings indicate that accurate technical execution, consistent SOP implementation, and courteous interpersonal behavior significantly enhance guest comfort, hygiene perception, and service reliability. However, inconsistent SOP enforcement, limited chemical-handling knowledge, variable inspections, and insufficient continuous training were identified as constraints. The study recommends structured training, strengthened supervision, SOP reinforcement, and performance monitoring to improve housekeeping quality and guest satisfaction.
Pengaruh Pemberian Flavor Pada Produk Minuman Kopi Terhadap Kepuasan Pelanggan  Di Eighteen Coffee Jakarta Hia, Martinus; Iskandar, Donant Alananto
STREAMING Vol. 5 No. 1 (2026): STREAMING Business Journal
Publisher : Research and Community Service UNIVERSITAS KALBIS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53008/5y6f6980

Abstract

This study examines how adding flavors (vanilla, butterscotch, palm sugar) to espresso‑based beverages affects customer satisfaction at Eighteen Coffee Jakarta. Drawing on a short survey of 50 customers, field observations, brief interviews, and limited recipe trials, we describe perceived taste balance, aroma, and texture as key drivers of satisfaction among 20–35‑year‑old customers. Original Oat Baby Latte (oat milk, butterscotch, vanilla) was favored for its smoothness but considered “too light” by some; Craft Latte Palm Sugar (palm sugar, robusta espresso) pleased those preferring stronger profiles yet was sometimes “too sweet.” A modified Craft Latte (arabica espresso with vanilla and butterscotch) received the most positive responses for balanced sweetness, cleaner aftertaste, and “premium” aroma. We discuss implications for flavor development, recipe standardization, and barista training to improve consistency and loyalty.
Peranan Staff Pastry Dalam Membuat Produk Sweet Bread Untuk Kepuasan Pelanggan Di Hotel Sahid Jaya Wahyudi, Triyono Arief; Hia, Martinus
STREAMING Vol. 5 No. 1 (2026): STREAMING Business Journal
Publisher : Research and Community Service UNIVERSITAS KALBIS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53008/b9pdyb51

Abstract

This study examines the role of pastry staff in producing quality Sweet Bread and its influence on guest satisfaction at Hotel Grand Sahid Jaya. Using a descriptive qualitative design, data were gathered through six months of field practicum, participant observation, SOP and document review, interviews with pastry personnel and supervisors. The research positions Sweet Bread as a strategic hospitality product connecting technical craftsmanship, hygiene. Findings reveal four main quality drivers: careful raw-material and FIFO rotation, precise control of mixing through baking processes, adequate and well-maintained equipment, and strict food-safety practices. Operational constraints such as ingredient shortages, limited baking capacity, temperature variability, and labeling lapses were found to reduce consistency and increase waste. Human and managerial factors—including staff competence, teamwork, supervision, and creative presentation—significantly shape product reliability and guest perception. Strengthening SOP compliance, training, and quality audits enhances satisfaction and brand reputation
Co-Authors Donant Alananto Iskandar, Donant Alananto Paryanti, Atik Budi Sri Nawangsari Wahyudi, Triyono Arief Wardhani, Tri Erie