Effectiveness Analysis of SOP Implementation in Linen Management System at Novotel Manado

Abstract

Effective linen management in hotels relies on Standard Operating Procedures (SOPs). This study analyzes the effectiveness of SOP implementation in linen management at Novotel Manado Golf Resort and Convention Center, both internal and external, based on understanding, adherence, punctuality, output quality, guest contentment, problem resolution, and oversight. A descriptive qualitative approach was used, with interviews, observations, and documentation. Findings show 19 of 29 SOP procedures consistently implemented, but administrative procedures are weak due to high workloads. Delivery delays and poor quality control lead to guest complaints. Supporting factors include clear SOPs and staff training, while hindrances are workload, delays, and weak internal monitoring. Recommendations include advanced training, logistics optimization, and enhanced monitoring.