Penerapan Standard Operational Procedure Room Attendant dalam Penyiapan Kamar Expected Arrival - Suputra, I Putu Krisna; Juniarta, Pande Putu (Institut Pariwisata dan Bisnis Internasional, 2024)
Penelitian ini membahas mengenai bagaimana penerapan standard operational procedure pembersihan kamar expected arrival oleh room attendant di Hotel The Legian Seminyak Bali. Tujuan penelitian ini adalah untuk mengetahui penerapan standard operational procedure pembersihan kamar expected arrival oleh room attendant dan hambatan - hambatan yang di dapat oleh room attendant pada saat penerapan standard operational procedure di Hotel The Legian Seminyak Bali. Metode penelitian yang digunakan dalam penyusunan Tugas Akhir ini adalah teknik analisis deskriptif kualitatif dan teknik pengumpulan data berupa observasi, wawancara dan dokumentasi. Hasil penelitian menunjukkan bahwa room attendant sudah bekerja dengan baik, namun ada langkah - langkah standard operational procedure yang belum dilaksanakan seperti jarang untuk melakukan pembersihan sampai di sela sela AC grill, jarang melakukan pembersihan kerai dengan detail, jarang melakukan pembersihan bagian atas lemari es dan bagian bawah microwave dengan detail. Beberapa faktor yang menjadi hambatan penerapan standard operational procedure oleh room attendant adalah terdapat rentang waktu yang sangat mepet atau sedikit antara tamu check out dan waktu check in (back to back arrival), ketersediaan linen yang kurang, saat terjadi proses persiapan kamar, kekurangan tenaga room attendant, adanya perpindahan kamar yang mendadak, saat room attendant tengah mempersiapkan room untuk tamu yang akan check in sehingga banyak standard operational procedure yang tidak dilakukan. Saran saya agar Departemen Housekeeping sebaiknya perlu dicarikannya solusi untuk mengatasi hambatan- hambatan yang terjadi pada saat proses penyiapan kamar agar nantinya proses penyiapan kamar dilakukan secara maksimal agar tidak memunculkan komentar buruk dari tamu yang menginap di Hotel The Legian Seminyak Bali. This research discusses how to implement standard operational procedures for cleaning expected arrival rooms by room attendants at The Legian Seminyak Hotel, Bali. The purpose of this research is to determine the application of standard operational procedures for cleaning expected arrival rooms by room attendants and the obstacles faced by room attendants when implementing standard operational procedures at The Legian Hotel Seminyak Bali. The research method used in preparing this final assignment is qualitative descriptive analysis techniques and data collection techniques in the form of observation, interviews and documentation. The results of the research show that the room attendants have worked well, but there are standard operational procedure steps that have not been implemented, such as rarely cleaning the AC grill, rarely cleaning the blinds in detail, rarely cleaning the top of the refrigerator and other parts. bottom of the microwave in detail. Several factors that hinder the application of standard operational procedures by room attendants are that there is a very short or short time span between guest check out and check in time (back to back arrival), insufficient availability of linen, during the room preparation process, lack of room staff. attendant, there was a sudden room change, when the room attendant was preparing the room for guests who were going to check in so that many standard operational procedures were not carried out. My suggestion is that the Housekeeping Department should find a solution to overcome the obstacles that occur during the room preparation process so that later the room preparation process is carried out optimally so as not to give rise to bad comments from guests staying at The Legian Hotel Seminyak Bali.