ANALISIS PENERAPAN STANDAR OPERASIONAL PROSEDUR ROOM SECTION PADA HOTEL BERBINTANG

Abstract

Abstract:The analysis on implementation of standard operating Procedure of room section in the
Star Hotel. The process of makeup room must have been arranged in such a way by the housekeeping
department for the hotel smooth operations and avoid negative impacts that could inflict a loss upon
the company. For this reason, rules and action steps called the Standard Operating Procedure (SOP)
are provided

in order to facilitate room attendant in the process of make- up room and get the results
desired by the guest that there is no aggrieved party. This study aims to describe the implementation
of standard operating Procedure for room attendant at room section of Novotel Hotel Manado Golf
Resort & Convention Center that was evaluated from six indicators namely: entering the guest room,
handling rubbish, making bed, cleaning bathroom, dusting, and cleaning coffee maker machine.
Standard Operating Procedure (SOP) is a set of standardized work instructions written (documented)
regarding the process of the administration of the company , how and when it should be done , where
and by whom.This type of research is descriptive with qualitative data. Data collection techniques
are observation, interviews, and literature study.The results showed that the application of standard
operating procedure of room section is generally not good, because there are several indicators that
were not applied correctly by all room boys. Indicators entering the guest room, handling rubbish,
making bed, cleaning bathroom, dusting, cleaning coffee maker machine did not apply SOP correctly.
The conclusion drawn from the results and discussion is that the six indicators were not implemented
properly by the room attendant causing problems with hotel guests and even the name of the hotel is
defiled