Analysis of The Implementation of The Make-Up Room SOP by Room Attendants at Novotel Manado

Abstract

This study aims to analyze the implementation of Standard Operating Procedures (SOP) for make-up room by room attendants in the housekeeping department of Novotel Man- ado Golf Resort and Convention Center and to identify the challenges faced. The research employs a descriptive qualitative method, with data collected through observation, interviews, and literature review. The findings reveal that the implementation of SOP is not fully consistent, particularly in procedures such as using appropriate cleaning cloths, cleaning rooms with the door open, and replacing linens during high season. The main challenges include limited time, inadequate equipment, and a shortage of linens, often with stains. These inconsistencies may compromise service quality and lead to guest complaints, potentially affecting the hotel’s reputation. The study recommends evaluating task allocation, providing adequate equipment, and improving coordination between the room section and laundry department to enhance SOP.