Performance Review of Housekeeping Room Attendant in Hotel Puri Garden Semarang
DOI:
https://doi.org/10.61942/msj.v2i3.174Keywords:
hotel, housekeeping, human resourceAbstract
This study assesses the efficiency and effectiveness of the room attendants working in the housekeeping department at Hotel Puri Garden Semarang. The cleaning department plays a crucial role in upholding the cleanliness standards of the hotel and has a substantial impact on client satisfaction and the hotel's reputation. The study examines the elements that influence the performance of room attendants, with a particular focus on the impact of technological improvements, environmentally friendly practices, and staff well-being. Data were gathered using a qualitative descriptive approach, employing interviews, questionnaires, documentation, and direct observation. The results emphasise the significance of directly observing, obtaining feedback from guests, conducting frequent performance evaluations, and utilising staff surveys to evaluate and enhance the performance of room attendants. Analysis of performance data uncovers trends that suggest operational inefficiencies and shortcomings in training. The study emphasises the importance of thorough performance assessments in order to identify areas for development and conduct focused training interventions. Suggested areas for further research encompass investigating the enduring effects of adopted improvement methods, examining the correlation between staff happiness and performance outcomes, and analysing the role of technology in optimising housekeeping operations. The study asserts that adopting a multidimensional strategy is crucial in improving the efficiency and effectiveness of room attendants, which in turn results in increased visitor satisfaction and improved hotel performance.
Downloads
References
Adhistyo, t., hardiani, w., & ... (2021). Effect of e-service quality and online review on guest satisfaction at virtual hotel operator in the city of semarang. Kontigensi: jurnal ilmiah …, query date: 2024-02-11 19:46:56. Https://jurnal.dim-unpas.web.id/index.php/jimk/article/view/199
Ahmad, s. Z. (2019). Measuring service quality and customer satisfaction of the small- and medium-sized hotels (smshs) industry: lessons from united arab emirates (uae). Tourism review, 74(3), 349–370. Https://doi.org/10.1108/tr-10-2017-0160
Alcalde-gonzález, v. (2021). No clean rooms, no hotel business: subversion tactics in las kellys’ struggle for dignity in hotel housekeeping. Annals of tourism research, 91(query date: 2024-05-26 14:22:03). Https://doi.org/10.1016/j.annals.2021.103315
Alsharari, y. A. (2020). Service quality of hotels serving saudi tourism industry. International journal for quality research, 14(4), 1003–1018. Https://doi.org/10.24874/ijqr14.04-02
Altinay, l., dai, y. D., chang, j., lee, c. H., zhuang, w. L., & liu, y. C. (2019). How to facilitate hotel employees’ work engagement: the roles of leader-member exchange, role overload and job security. International journal of contemporary hospitality management, 31(3), 1525–1542. Https://doi.org/10.1108/ijchm-10-2017-0613
Ambardar, a. (2023). Barriers on implementing ergonomic practices in hotel housekeeping. International journal of hospitality and tourism systems, 16(2), 11–17.
Anabila, p. (2022). Service quality and customer loyalty in ghana’s hotel industry: the mediation effects of satisfaction and delight. Journal of quality assurance in hospitality and tourism, 23(3), 748–770. Https://doi.org/10.1080/1528008x.2021.1913691
Bondarenko, s. (2020). The dynamic model of customer focus management in the hotel business based on markov chains. International journal of scientific and technology research, 9(3), 1132–1139.
Chen, x. A. (2022). Divide and conquer: a hygienic, efficient, and reliable assembly line for housekeeping. Manufacturing and service operations management, 24(2), 938–955. Https://doi.org/10.1287/msom.2021.0984
Creswell, j. W. (2023). Research design-qualitative, quantitative and mixed methods approach. Sage publications.
Foy, t. (2019). Managing job performance, social support and work-life conflict to reduce workplace stress. International journal of productivity and performance management, 68(6), 1018–1041. Https://doi.org/10.1108/ijppm-03-2017-0061
González, v. A. (2024). Cleaning guest rooms as care work? Politicization of hotel housekeeping in the las kellys movement. Journal of gender studies, 33(3), 311–322. Https://doi.org/10.1080/09589236.2023.2206639
Hagabimana, a. (2021). Baseline knowledge and attitudes on covid-19 among hotels’ staff: a cross-sectional study in kigali, rwanda. Plos one, 16(12). Https://doi.org/10.1371/journal.pone.0261744
Ho, c. (2022). Applications of robot staff in hotels. Query date: 2024-03-04 12:17:21. Https://psyarxiv.com/xd8hm/download?format=pdf
Huo, c. (2021). Tourism, environment and hotel management: an innovative perspective to address modern trends in contemporary tourism management. Business process management journal, 27(7), 2161–2180. Https://doi.org/10.1108/bpmj-12-2020-0543
Jawabreh, o. (2022). Customer satisfaction towards communication skills of front office staff at the hotel (case study five stars hotels in aqaba). Geojournal of tourism and geosites, 44(4), 1312–1318. Https://doi.org/10.30892/gtg.44416-948
Lim, s., foo, y., loh, h., & deng, x. (2020). An effective developmental tool in mentoring in the hotel industry. Applied learning in higher …, query date: 2024-03-04 12:17:21. Https://books.google.com/books?hl=en&lr=&id=xfzadwaaqbaj&oi=fnd&pg=pa39&dq=concierge+front+office&ots=dopbdcium3&sig=2zxnmutbg8qtbyr_8by6e_a31a4
Marshall, c., rossman, g. B., & blanco, g. (2022). Designing qualitative research.
Nguyen, h. (2019). Optimizing the role of hotel front office staff in modern-day revenue management. Theseus.fi. Https://www.theseus.fi/handle/10024/168055
Nthebe, s., swart, m., & queiros, d. (2020). Front office staff’s performance of services relating to tourist attractions: understanding the service delivery of hotel concierges. Culture, people and technology …, query date: 2024-03-04 12:17:21. Https://www.academia.edu/download/94041668/429259613.pdf#page=215
Putri, n. (2020). An analysis of jargons used by the staff in the front office department at the lovina bali. Repo.undiksha.ac.id. Https://repo.undiksha.ac.id/1854/
Sari, n. P. R., bendesa, i. K. G., & antara, m. (2019). The influence of quality of work life on employees’ performance with job satisfaction and work motivation as intervening variables in star-rated hotels in ubud tourism area of bali. In journal of tourism and hospitality management (vol. 7, issue 1). Https://doi.org/10.15640/jthm.v7n1a8
Sharma, s. (2021). Aesthetically clean to clinically clean – a study on new housekeeping practices in delhi hotels beyond covid-19 pandemic. Worldwide hospitality and tourism themes, 13(5), 646–659. Https://doi.org/10.1108/whatt-05-2021-0069
Tavitiyaman, p. (2022). Employee productivity of hotel room attendants: an input–output perspective. International journal of hospitality and tourism administration, 23(5), 959–986. Https://doi.org/10.1080/15256480.2021.1881941
Wijoyo, t. (2023). Operasional departemen housekeeping di dalam hotel. Badan penerbit stiepari press, query date: 2024-02-11 19:46:56. Https://badanpenerbit.stiepari.org/index.php/stieparipress/article/view/149
Wijoyo, t., maria, a., & octafian, r. (2021). The application of cleanliness, health, safety (chs) on homestay in the new normal era. Interdisciplinary …, query date: 2024-02-11 19:46:56. Https://iss.internationaljournallabs.com/index.php/iss/article/view/19
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Naufal T.A., Septa, Umar, Tri, A.T. Aryaningtyas, Yustina D.R.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
