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All Journal Nawasena: Jurnal Ilmiah Pariwisata Tamasya
Octaviani Gita Putri
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Economics, Econometrics & Finance Social Sciences

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Upaya Peningkatan Pelayanan Melalui Room Attendant di Hotel Grand Mercure Solo Baru Octaviani Gita Putri; Bartolomeus Herawan Mintardjo; Dewi Hermawati Wahyuningsih; Denny Asmara; Aulia Firmansyah
Nawasena: Jurnal Ilmiah Pariwisata Vol. 2 No. 3 (2023): Desember : Nawasena: Jurnal Ilmiah Pariwisata
Publisher : Pusat Penelitian Dan Pengabdian Masyarakat STIEPARI Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56910/nawasena.v2i3.1219

Abstract

One of the factors that influences guest satisfaction is service quality. One effort to improve service quality is through the Housekeeping Department, in the Room Attendant section. These efforts can be enhanced through management and operational levels. Therefore, it is important to know the efforts made by the Grand Mercure Solo Baru Hotel to improve the quality of hotel services through the Room Attendant section. The research approach used in this research is a qualitative research approach. Primary data through direct observation in the field, in-depth interviews with sources, Executive Housekeeper, Casual Housekeeping Supervisor, field documentation in the form of field photos, and official documents provided legally. Secondary data uses articles, books and so on. The research instruments used in this research were observation and in-depth interviews. Data were analyzed by data reduction, data presentation, drawing conclusions and verification, final conclusions. Based on research, it was found that efforts to improve the quality of room attendant services through the managerial level are to hold routine training every 4 months, tightening the SOP for Room Attendants. At the operational level, the focus is on employee attitudes towards guests, including a clean and neat appearance according to SOPs and behavior with the 5S principles (smile, greet, salute, be polite, courteous).
Analisis Implementasi Standar Operasional Prosedur Pembersihan Kamar Tamu di Palm Homestay Kuta Lombok Octaviani Gita Putri; Suryani Wardtul Jannah; Bartolomeus Herawan Mintardjo; Agus Gunawan; Dewi Hermawati Wahyuningsih; Aulia Firmansyah
Tamasya : Jurnal Pariwisata Indonesia Vol. 2 No. 3 (2025): September : Tamasya : Jurnal Pariwisata Indonesia
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/tamasya.v2i3.545

Abstract

Amidst increasing guest expectations for accommodation cleanliness and comfort, the implementation of standard operating procedures (SOPs) in housekeeping services has become a crucial aspect in the hospitality industry. Good guest room cleanliness not only enhances comfort but also strengthens an accommodation's image and reputation. One example of an accommodation that implements a room cleaning SOP is Palm Homestay Kuta Lombok. This study aims to analyze the implementation of the SOP for guest room cleaning at Palm Homestay Kuta Lombok, evaluate the extent to which the SOP is implemented, and identify problems encountered and possible solutions for improvement. The research method used in this study is a qualitative approach with data collection techniques through observation, interviews, and documentation. Observations were conducted directly in the field to assess how the room cleaning SOP is implemented, while interviews were conducted with housekeeping staff and management to obtain their perspectives on obstacles and solutions encountered in the cleaning process. The documentation collected includes written SOPs and supervisory notes conducted by management. Based on the research results, the implementation of the room cleaning SOP at Palm Homestay Kuta Lombok can be said to be running quite well. However, several obstacles remain, such as inappropriate placement of amenities, inconsistent dusting methods, and limited cleaning equipment. These obstacles can impact the quality of room cleaning and guest comfort. Although improvements have been made, such as regular supervision and more consistent use of cleaning equipment, employee training still needs to be maximized. As a solution, this study recommends optimizing the budget allocation for employee training, with the aim of improving staff skills and understanding of the implemented SOPs.
Analisis Keluhan Tamu terhadap Kualitas Layanan Housekeeping melalui Google Review: Studi Kasus Hotel Tentrem Yogyakarta Vindra Akbar Jati Kusuma; Octaviani Gita Putri; Emmelia Nadira Satiti
Tamasya : Jurnal Pariwisata Indonesia Vol. 2 No. 3 (2025): September : Tamasya : Jurnal Pariwisata Indonesia
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/tamasya.v2i3.643

Abstract

The 5-star hotel is full of beauty, futuristic design, and perfect service. One of the components that guests complain about at the Tentrem Hotel Yogyakarta is housekeeping negligence. The research method is qualitative, with data collection techniques including interviews, observations, and documentation. The results of the study show that the forms of negligence that occur in housekeeping services at Hotel Tentrem Yogyakarta are 3 (three) actions: first, negligence in cleaning guest rooms, errors in placing guests' personal belongings, and delays in providing additional requests (amenity delay). Housekeeping negligence affects guest satisfaction at Hotel Tentrem Yogyakarta by reducing the reliability and tangibles dimensions of service quality. Guests feel the hotel cannot be trusted to provide a comfortable stay experience, leading to a decrease in the empathy and assurance dimensions. Guests feel their privacy is violated, which may even lead to suspicion toward hotel staff. Efforts to improve the negligence occurring in housekeeping services at Hotel Tentrem Yogyakarta involve three actions: implementing an inspection checklist and supervisor verification before guests check-in, ensuring staff are well-trained, educated, and professional in their work, and adopting a digital logistics system to record guest requests and prioritize deliveries.
Co-Authors Agus Gunawan Aulia Firmansyah Bartolomeus Herawan Mintardjo Denny Asmara DEWI HERMAWATI WAHYUNINGSIH Emmelia Nadira Satiti Suryani Wardtul Jannah Vindra Akbar Jati Kusuma