Analysis of The Role of The Laundry Section in Handling Guest Complaints at Lion Hotel Plaza Manado

Abstract

This study aims to identify the types of guest complaints and to analyze the role of the laundry section in handling complaints at Lion Hotel & Plaza Manado. This research employed a descriptive qualitative method with data collected through observation, interviews, and documentation. The research subjects were the housekeeping supervisor and laundry section staff, while the objects were guest complaints and their handling procedures. The results show that the types of complaints include delayed delivery of clothes, mixed-up clothes, stained clothes, damaged clothes, and lost clothes. The main causes of complaints were the high volume of daily laundry and the lack of staff accuracy during sorting and final checking. In handling complaints, the laundry section has attempted to apply the Standard Operating Procedures (SOP), which consist of listening to complaints, showing empathy, apologizing, and providing solutions. However, the implementation of SOP has not been fully consistent due to coordination issues and time limitations. The supervisor plays a crucial role in monitoring the implementation of SOP, providing guidance, and ensuring that complaints are handled properly. The conclusion of this study emphasizes that the success of the laundry section in handling complaints not only has a technical impact on laundry quality but also a strategic influence on the hotel’s image and guest satisfaction.