Strategi dalam Menjaga Kualitas Kinerja Room Attendant Waktu High Season pada Hotel Khas Malioboro Yogyakarta

Abstract

The hotel industry is a service-oriented sector. Hotels rely on professional staff to manage operations and provide excellent service, thereby ensuring guest satisfaction. Hotels are expected to maintain high-quality performance to ensure smooth operations. The department playing a crucial role in hotel operations is the Housekeeping Department. Housekeeping is divided into several sections, one of which is the Room Section, responsible for the cleanliness, comfort, aesthetics, and safety of guest rooms; its staff are known as Room Attendants. To address this, an appropriate strategy is needed to maintain the quality of guest rooms offered to guests. The data collection method used in this study is qualitative descriptive, while the data collection techniques employed include interviews, observations, literature reviews, and documentation. The results of this study indicate that the strategy for maintaining the quality of Room Attendants’ performance during the high season at the Khas Malioboro Hotel in Yogyakarta is that Room Attendants must work in accordance with the applicable Standard Operating Procedures to ensure guest satisfaction. Hotel management also provides rewards and job training to employees who work according to standards, as a form of recognition for their work to support quality performance and operational efficiency.