Implementasi Standar Operasional Prosedur (SOP) dalam Koordinasi Layanan Tamu: Studi Komparatif pada Dua Hotel Mewah

Natanael Leonardo Putra Mahardika (Sekolah Tinggi Pariwisata Sahid Surakarta)
Emmelia Nadira Satiti (Sekolah Tinggi Pariwisata Sahid Surakarta)
Alip Suroto (Sekolah Tinggi Pariwisata Sahid Surakarta)

Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-commerce
Vol. 5 No. 1 (2026): Maret : Digital Bisnis: Jurnal Publikasi Ilmu Manajemen dan E-Commerce

Luxury hotels must preserve brand consistency while responding to heterogeneous guest needs. This study examines how standard operating procedures (SOPs) are enacted through guest-service coordination at The Apurva Kempinski Bali and The Ritz-Carlton Bacara, Santa Barbara, using an exploratory comparative case-study design. The Bali case emphasizes continuity and documentation through detailed call logs, transfer verification, and guest notes, while the California case emphasizes direct routing and distributed authority with the MOD as complaint owner. Cross-case analysis yields three analytical propositions: (1) the complementarity between process formalization and digital traceability, (2) the alignment between authority and task ownership, and (3) bounded employee discretion. These findings highlight that effective coordination in luxury hotels depends not merely on formal SOPs but on the configuration of structure, information flow, authority, and adaptive employee behavior. The study contributes by advancing the Service Coordination Configuration Framework (SCCF) as a conceptual model for analytical generalization and future multi-case testing.