Penerapan Standar Operasional Prosedur Dalam Meningkatkan Kinerja Room Attendant Di Hotel Santika Sukabumi Tahun 2019

Rahma Fadilla Ruswandi, Ersy Ervina, Suryana Heryawan Achmad

Abstract

ABSTRAK


Penelitian ini dilakukan akibat tidak dilaksanakannya Standar Operasional Prosedur (SOP) sehingga mempengaruhi pada Kinerja Room Attendant di Hotel Santika Sukabumi. Tujuan penelitian dilakukan untuk mengetahui dan menganalisis penerapan Standar Operasonal Prosedur (SOP), kinerja Room Attendant dan upaya meningkatkan kinerja. Penelitian ini menggunakan metode kualitatif deskriptif. Hasil penelitian menyatakan bahwa adanya beberapa Standar Operasional Prosedur (SOP) yang tidak dilaksanakan oleh Room Attendant yaitu mendusting sehingga mempengaruhi pada kinerja. Dalam hal ini kinerja Room Attendant dapat dinilai melalui 3 aspek, yaitu: 1). Kuantitas dinilai melalui jumlah kamar yang dibersihkan, 2). Kualitas dinilai melalu kebersihan kamarnya 3). Ketepatan waktu dalam memersihkan kamar. Sehingga hasil dari penelitian ini menunjukan bahwa penerapan Standar Operasional Prosedur (SOP) dan kinerja Room Attendant sudah dilaksanakan dengan baik, akan tetapi masih ada beberapa Standar Operasional Prosedur (SOP) yang tidak dilaksanakan. Serta telah terlaksananya upaya peningkatan kinerja Room Attendant di Hotel Santika Sukabumi melalui pelatihan, briefing, evaluasi dan juga rewards untuk karyawan terbaik. Maka penelitian ini menghasilkan bahwa Standar Operasional Prosedur (SOP) dan kinerja Room Attendant sudah baik.

Kata Kunci: Hotel Santika Sukabumi, Standar Operasional Prosedur, Kinerja

ABSTRACT

This research was conducted due to the non-implementation of the Standard Operating Procedure (SOP) so that it affects the Performance of the Attendant Room at Santika Hotel Sukabumi. The purpose of the study was conducted to determine and analyze the application of Standard Operating Procedures (SOPs), Room Attendant performance and efforts to improve performance. This research uses the descriptive qualitative method. The results of the study stated that there were several Standard Operating Procedures (SOPs) that were not implemented by the Room Attendant namely dusting so that it affected the performance. In this case, the performance of Room Attendants can be assessed through 3 aspects, namely: 1). Quantity is assessed through the number of rooms cleaned, 2). Quality is assessed through the cleanliness of the rooms 3). Punctuality in cleaning the room. So the results of this study indicate that the implementation of Standard Operating Procedures (SOP) and Room Attendant performance has been implemented well, but there are still some Standard Operating Procedures (SOPs) that are not implemented. And efforts have been made to improve the performance of Room Attendants at the Santika Sukabumi Hotel through training, briefings, evaluations, and rewards for the best employees. So this study resulted that the Standard Operating Procedure (SOP) and the Room Attendant's performance was good.


Keywords: Santika Sukabumi Hotel, Standard Operating Procedures, Performance.

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