Penerapan Standar Operasional Prosedur Pelayanan oleh Guest Service Agent pada Front Office Department di The Alea Hotel Seminyak

Abstract

The objective of this study is to assess the execution of Standard Operational Procedures (SOPs) by Guest Service Agents (GSA) and identify the challenges encountered in adopting SOPs at The Alea Hotel Seminyak. SOPs are crucial as they serve as guidelines to ensure the efficient execution of operational operations within an organization or firm. A GSA must possess a comprehensive understanding of and effectively implement relevant operational standards in order to facilitate the delivery of exceptional service to guests. Data gathering strategies includes the utilization of observation, interviews, and documenting procedures. The data sources consist of primary data and secondary data, which are further examined by qualitative descriptive methodologies. The research findings on the Implementation of Standard Operational Procedures for Front Office Department Services at The Alea Hotel Seminyak encompass various aspects such as reservation, check-in process, handling check-in groups, managing long-staying guests, attending to in-house guests, check-out process, and adherence to standards. GSA has successfully implemented the SOPs with a clear understanding of its requirements. Nevertheless, certain SOPs are not implemented during the provision of services at the front office. This is mostly owing to the hotel recently reopening after being impacted by Covid-19. Consequently, the GSA must adjust their practices to align with the present state of the hotel. To address the challenges that hinder GSA's adherence to SOPs, it is crucial to employ diverse strategies and foster cooperation with other departments to effectively reduce guest grievances related to inadequate service in the front office department.