IMPLEMENTASI STANDAR OPERASIONAL PROSEDUR ROOM SERVICE DI HARRIS HOTEL & CONVENTION BEKASI

Abstract

In general, a hotel is an accommodation business entity or company that provides services for the general public with accommodation services, food and beverage providers, room service, and clothes washing services. This study discusses the application of standard operating procedures (SOPs) in the room service division at Harris Hotel & Convention Bekasi. This research is a qualitative research. Data collection techniques used were through observation, interviews and literature study. The results showed that the standard operating procedures (SOP) that were carried out at the Harris Hotel & Convention Bekasi in the room service department showed that there were several points from the standard operating procedures (SOP) that were implemented properly. However, there were also some points that didn't work out as well as they should be. Practitioners' suggestions are to maintain consistency and improve the application of standard operating procedures.