ANALISIS KINERJA ROOM ATTENDANT BERDASARKAN PENERAPAN STANDAR OPERASIONAL PROSEDUR (SOP) PADA HOTEL GRAN PURI MANADO

Abstract

The housekeeping department plays a crucial role in maintaining the cleanliness, comfort, and quality of rooms, significantly impacting guest satisfaction and the hotel's reputation. Implementation of Standard Operating Procedures (SOPs) by room attendants is crucial to ensuring consistent service quality. This study aims to analyze room attendant performance based on SOP implementation at the Gran Puri Manado Hotel. A descriptive qualitative approach was used in this study. Data were collected through direct observation, in-depth interviews with room attendants and housekeeping supervisors selected using purposive sampling, and documentation. Data were analyzed using the interactive model of Miles, Huberman, and Saldana, consisting of data collection, data condensation, data display, and conclusion drawing, supported by triangulation of sources and techniques to ensure data validity. The findings indicate that SOP implementation was effective during the room cleaning process, contributing to improved work discipline, accuracy, efficiency, and service quality. However, high hotel occupancy rates were identified as a challenge due to the increased workload of room attendants. This study concluded that implementing SOPs positively contributed to room attendants' performance. Future research is recommended to examine employee competency, work motivation, and guest satisfaction to provide a more comprehensive understanding of housekeeping service quality.