Implementation of Hygiene and Sanitation in Improving Banquet Service Quality The Sentra Manado Hotel

Abstract

This study aims to analyze the implementation of hygiene, sanitation, and personal hygiene in maintaining and improving service quality in the banquet section of Hotel The Sentra Manado. The research employed a descriptive qualitative method using observation, interviews, and documentation techniques. The findings reveal that the implementation of hygiene and sanitation is fairly good among permanent staff but uneven among casual staff. Areas requiring improvement include consistent cleaning procedures, prompt responses to guest complaints, and supervision of rarely used spaces. In terms of personal hygiene, staff are perceived as clean and professional by guests, although the understanding of hygiene standards is not yet evenly distributed. The study concludes that optimal hygiene and personal hygiene practices contribute to enhancing five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. It is recommended that management provide regular training, continuous supervision, and strengthen a clean work culture to maintain and develop service quality comprehensively and sustainably.