The Effectiveness Of Room Attendant Performance In Supporting The Quality Of International Hotel Service: A Case Study At Sheraton Grand Taipei

Maryadi; Eko Siswoyo

doi:10.63922/ijevss.v5i03.5869

Maryadi Raden Wijaya State Buddhist College Wonogiri Central Java
Eko Siswoyo Raden Wijaya State Buddhist College Wonogiri Central Java

DOI: https://doi.org/10.63922/ijevss.v5i03.5869

Keywords: room attendant, housekeeping, service quality, work effectiveness

Abstract

Service quality is a critical factor in enhancing the competitiveness of the hospitality industry, where the housekeeping department plays a strategic role in maintaining the cleanliness, comfort, and readiness of guest rooms. In this context, room attendants serve as the frontline personnel in housekeeping operations because they are directly responsible for ensuring the quality of guest rooms delivered to customers. This study aims to analyze the effectiveness of room attendants' performance in supporting service quality at an international hotel, with a case study conducted at Sheraton Grand Taipei. The study employed a qualitative approach using a case study design. Data were collected through participant observation during an internship program, semi-structured interviews with the housekeeping supervisor and room attendants, and documentation of housekeeping operational activities. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, which consists of data reduction, data display, and conclusion drawing.

The findings reveal that the effectiveness of room attendants' performance is determined not only by their technical skills in cleaning guest rooms but also by the implementation of Standard Operating Procedures (SOPs), workload management, supervisory practices, cross-departmental coordination, and human resource management. The consistent implementation of SOPs ensures room cleanliness, the completeness of guest amenities, and room readiness, thereby maintaining service quality. Furthermore, effective coordination among the housekeeping, front office, and laundry departments accelerates work completion while minimizing operational constraints. Continuous training programs, systematic room assignment, and regular supervision also contribute significantly to improving employees' competencies and work productivity. This study provides empirical evidence regarding the implementation of housekeeping operations in an international hotel through a case study approach and highlights that the effectiveness of room attendants' performance is a strategic factor in sustaining service quality and enhancing guest satisfaction in the hospitality industry.

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