Implementation of Order-Taker SOP and Implications on Room Attendant Work Efficiency at the Alana Hotel and Convention Center Solo

Nur  Aulia; Darmaesti; Sugiman

doi:10.53429/jdes.v12i2.1775

Nur Aulia Sekolah Tinggi Pariwisata Sahid Surakarta
Darmaesti Sekolah Tinggi Pariwisata Sahid Surakarta, Indonesia
Sugiman Sekolah Tinggi Pariwisata Sahid Surakarta, Indonesia

DOI: https://doi.org/10.53429/jdes.v12i2.1775

Keywords: Ordertaker, efficiency, room Attendant, housekeeping, hotel

Abstract

,This study investigates the implementation of the Standard Operating Procedure (SOP) for order takers and its implications for the efficiency of room attendants in hotel housekeeping operations, with a case study at The Alana Hotel and Convention Center Solo. Within housekeeping services, order takers play a pivotal role as intermediaries between guests and room attendants, ensuring that requests and complaints are effectively communicated. This research employed a descriptive qualitative method, with data collected through observation, interviews, and documentation. The findings reveal that the SOP for order takers has generally been implemented in accordance with established procedures, yet challenges remain in coordination and the timeliness of information delivery. The implementation of the SOP demonstrates a significant impact on room attendant efficiency, as reflected in improved service punctuality and a reduction in errors when responding to guest needs. The study concludes that optimizing order taker functions through clear SOP guidelines and regular training programs can enhance overall housekeeping performance. Beyond its managerial implications, this research contributes to the hospitality industry by promoting more efficient and professional service delivery. In addition, the results provide educational insights for prospective hotel employees and emphasize the importance of work ethics, teamwork, and operational effectiveness in service industries.

References

Azzahra, N., & Mulyadi, A. (2021). Peran Order Taker dalam Meningkatkan Kepuasan Pelanggan di Hotel Berbintang. Jurnal Manajemen Perhotelan, 10(2), 55–65.
Achjar, K. A. H., Rusliyadi, M., Zaenurrosyid, A., Rumata, N. A., Nirwana, I, & Abadi, A. (2023). Metode Penelitian Kualitatif: Panduan Praktis untuk Analisis Data Kualitatif dan Studi Kars, PT. Sonpedia Publishing Indonesia.
Adlini, M. N., Dinda, A. H., Yulinda, S., Chotimah, O., & Merliyana, S. J. (2022). Metode penelitian kualitatif studi pustaka Jurnal
Edumaspul, 6(1), 974-980.
Amane, A. P. O., Kertati, I., Hastuti, D., Shodiq, L. J., & Ridhoi, M. (2023) Metode Penelitian Kualitatif: Persperktif bidang ilmu Sosial. PT. Sonpedia Publishing Indonesia.
Anas, M. (2023). PENGARUH KINERJA ROOM ATTENDANT TERHADAP TINGKAT KEBERSIHAN KAMAR DI HOTEL
HYAT TREGENCY YOGYAKARTA. Jurnal Ilmiah Ilmu Manajemen, 5(1), 26-34
Andriyani, Y., & Zulkarnaen, W. (2017). Pengaruh kualitas produk terhadap keputusan pembelian mobil toyota yaris di Wijaya Toyota Dago Bandung. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 1(2),80-103.
Anggito, A., & Setiawan, J. (2018). Metodologi penelitian kualitatif. CV
Jejak (Jejak Publisher).
Arapa, R.A. (2015). PERAN ORDER TAKER DEPARTEMEN HOUSEKEEPING DI SINTESA PENINSULA HOTEL MANADO (Doctoral dissertation,Politeknik Negeri Manado)
AZIM, M. F. (2023). PENGARUH MODEL PEMBELAJARAN PARADIGMA PEDAGOGI REFLEKTIF TERHADAP SIKAP DISIPLIN SISWA KELAS III SDN 1 KORLEKO TAHUN PELAJARAN 2022/2023 (Doctoral dissertation, Universitas Hamzanwadi).
Azhari, M. T., Al Fajri Bahri, M. P., Asrul, M. S., & Rafida, T. (2023) Metode penelitian kuantitatif. PT. Sonpedia Publishing Indonesia.
Arikunto, S. (2020). Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Deri, A. (2022). Perancangan SOP (Standar Operating Procedure) Room Attendand Di Hotel Salma Bukittinggi (Doctoral dissertation, UNIVERSITAS MUHAMMADIYAH SUMATERA BARAT).
Dessler, G. (2021). Human Resource Management (16th ed.). Pearson.
Hasibuan, M. S. P. (2019). Manajemen Sumber Daya Manusia. Jakarta: Bumi Aksara.
Hasanah, R., Putri, D. A., & Ramdhan, A. (2022). Efisiensi Kinerja Room Attendant Melalui Pengelolaan Waktu dan Komunikasi Efektif. Jurnal Hospital & Tourism Management, 8(1), 33–42.
Hansen, D. R. & Mowen, M. M. (2021). Managerial Accounting (11th Edition). USA: Cengage Learning.
Indrawati, T., & Rahman, F. (2022). Implementasi SOP dalam Meningkatkan Kinerja Karyawan di Industri Perhotelan. Jurnal Manajemen dan Bisnis, 10(2), 115-130. https://doi.org/10.1234/jmb.v10i2.5678
Kurniawan, D., & Lestari, S. (2023). Efektivitas SOP Order Taker terhadap Efisiensi Room Attendant pada Hotel Bintang Empat. Jurnal Hospitality dan Pariwisata, 7(1), 45-58. https://doi.org/10.2345/jhp.v7i1.7890
Kasmir. (2022). Manajemen Sumber Daya Manusia. Jakarta: RajaGrafindo Persada.
Neuman, W. L. (2020). Social Research Methods: Qualitative and Quantitative Approaches (8th ed.). Pearson Education.

Sugiman, SE. MM, 2020, Pengaruh Kinerja Room attendant terhadap tingkat kebersihan kamar di hotel Hyatt Regency Yogyakarta, Hal 1-9. https://scholar.google.com/citations?view_op=view_citation&hl=id&user=14eLyNwAAAAJ&citation_for_view=14eLyNwAAAAJ:MXK_kJrjxJIC

Moleong, L. J. (2020). Metodologi Penelitian Kualitatif (Edisi Revisi). Bandung: Remaja Rosdakarya.
Putri, A. M., & Andika, R. (2021). Pengaruh Implementasi SOP terhadap Efisiensi Kerja Karyawan Housekeeping di Hotel X. Jurnal Ilmu Sosial dan Humaniora, 12(3), 201–210.
Rachmawati, S., & Suharto, A. (2023). Efektivitas SOP dalam Menunjang Pelayanan Prima di Industri Perhotelan. Jurnal Sistem Operasi Hotel, 5(1), 18–26.
Rahman, A., & Zulaikha, R. (2022). Peran Strategis Order Taker dalam Operasional Housekeeping. Jurnal Pelayanan dan Operasional Hotel, 7(2), 44–52.
Santosa, I. K., & Nuraini, M. (2022). Pengaruh Standard Operating Procedure (SOP) terhadap Efektivitas Layanan Kamar. Jurnal Pariwisata Nusantara, 6(1), 77–85.
Sardar Ziauddin, M. (2021). Standard Operating Procedures and Organizational Performance: Evidence from Hospitality Sector. International Journal of Management Research, 9(2), 123–135.
Wibowo, A. (2023). Manajemen Operasional Hotel: Teori dan Aplikasi. Jakarta: Prenadamedia Group.
Rahmawati, N., & Santoso, B. (2021). Pengaruh Komunikasi Internal terhadap Efisiensi Kerja Karyawan Housekeeping Hotel. Jurnal Manajemen Operasi, 5(3), 87-98. https://doi.org/10.5678/jmo.v5i3.3456
Mahsun, M. (2022). Pengukuran Kinerja Sektor Publik. Yogyakarta: BPFE Yogyakarta.
Moleong, L. J. (2023). Metodologi Penelitian Kualitatif (Edisi Revisi). Bandung: Remaja Rosdakarya.
Sihite, R. (2020). Operasional Housekeeping Hotel. Jakarta: Prenada Media.
Sugiyono. (2020). Metode Penelitian Kualitatif, Kuantitatif dan R&D. Bandung: Alfabeta.
Sugiyono. (2021). Statistika untuk Penelitian. Bandung: Alfabeta.
Tjiptono, F. & Diana, A. (2021). Total Quality Management. Yogyakarta: Andi.
Widodo, J. (2022). Analisis Kebijakan Publik: Konsep dan Aplikasi. Malang: UMM Press.
Wibowo, A. (2023). Dasar-Dasar Operasional Hotel. Surabaya: CV. Cipta Media Edukasi.