Analisis Faktor Operasional yang Mempengaruhi Konsistensi Kebersihan Kamar pada Departemen Housekeeping di Louis Kienne Hotel Pemuda Semarang

Diandra Nugroho Susanto; Julian Andriani Putri

doi:10.30640/jmcbus.v4i4.7566

Authors

Diandra Nugroho Susanto Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia
Julian Andriani Putri Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia

DOI:

https://doi.org/10.30640/jmcbus.v4i4.7566

Keywords:

Cleanliness Consistency, Guest Satisfaction, Housekeeping Department, Occupancy Rate, Standard Operating Procedure

Abstract

Room cleanliness consistency is one of the key operational outcomes that determines the performance of the housekeeping department because it directly shapes guests’ perceptions of overall hotel service quality. This study aims to analyze the operational factors affecting room cleanliness consistency in the Housekeeping Department of Louis Kienne Hotel Pemuda Semarang, a four-star boutique business hotel located in Semarang City. The five operational factors examined include compliance with the room cleaning Standard Operating Procedure (SOP), workload pressure resulting from occupancy levels, staff competence and training intensity, the availability of cleaning equipment and chemicals, and the intensity of supervision by the Housekeeping Supervisor. This study employed a qualitative descriptive approach with a case study design. Data were collected through participant observation, semi-structured interviews with eight informants, and documentation of internal SOPs and room inspection checklists from February to April 2026. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, supported by source and method triangulation. The findings indicate that workload and occupancy levels are the most dominant factors (9/10), followed by SOP compliance (8/10), staff competence and training (7/10), supervisory intensity (6/10), and the availability of cleaning equipment and chemicals (5/10). These five factors interact dynamically and therefore need to be managed systematically to maintain sustainable guest satisfaction.

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