The Role of Room Attendants in Increasing Guest Satisfaction at Aston Kupang Hotel & Convention Center during the Covid-19 Pandemic

DOI

10.2991/assehr.k.220301.097How to use a DOI?

Keywords

service; quality; guest; satisfaction

Abstract

Housekeeping Department is a department that regulates or organizes equipment, maintains cleanliness, repairs damage, and provides decorations with the aim that the house (hotel) looks neat, clean, attractive and pleasant for residents or guests staying. In the Housekeeping Department there is a room attendant who has duties and responsibilities in terms of cleaning guest rooms according to the assigned tasks, ensuring room cleanliness standards, reporting and recording any damage found, handling guest complaints and requests, ensuring the confidentiality and security of each guest room. In this case the author did at the Aston Kupang Hotel & Convention Center in the Housekeeping Department. This study aims to determine the quality of room attendant service to the level of customer satisfaction at the Aston Kupang Hotel & Convention Center during the Covid-19 pandemic. The data collection methods used in this study, by conducting observations, interviews, questionnaires and literature study. The type of data used is qualitative, while the data sources used are primary and secondary. The sampling technique used was purposive sampling, while the data analysis technique used data reduction techniques, data presentation, and drawing conclusions. From the results of the study, it is known that during the Covid-19 pandemic, the role of the room attendant in an effort to increase guest satisfaction at the Aston Kupang Hotel & Convention Center is to provide room service according to hotel SOP plus the standard Covid-19 prevention Health Protocol so as to produce clean rooms, comfortable, neat and safe for the health of guests, and good service and supported by good attitudes and behavior

Copyright

© 2022 The Authors. Published by Atlantis Press SARL.

Open Access

This is an open access article under the CC BY-NC license.

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TY  - CONF
AU  - Dra. Rulli Saragi
AU  - Feny Susana Eky
AU  - Christina Mariana Mantolas
PY  - 2022
DA  - 2022/03/04
TI  - The Role of Room Attendants in Increasing Guest Satisfaction at Aston Kupang Hotel & Convention Center during the Covid-19 Pandemic
BT  - Proceedings of the International Conference on Applied Science and Technology on Social Science 2021 (iCAST-SS 2021)
PB  - Atlantis Press
SP  - 590
EP  - 596
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.220301.097
DO  - 10.2991/assehr.k.220301.097
ID  - Saragi2022
ER  -