UPAYA MENINGKATKAN KINERJA ROOM BOY UNTUK MENDUKUNG OPERASIONAL HOUSEKEEPING DEPARTEMENT DI HOTEL NEW SAPHIR YOGYAKARTA
Housekeeping Department is part of the hotel department which is responsible for cleanliness, tidiness and comfort of rooms (guest rooms), public areas, restaurants, bars, and other outlets. Housekeeping Department must be handled by skilled and professional personnel. One of the hotels in Yogyakarta that has the best service, especially in the Housekeeping Department in order to increase guest satisfaction, is the New Saphir Yogyakarta Hotel, which is one of the 4 star standard hotels in Yogyakarta. The purpose of the research carried out was to determine the division of duties of Room Boy in the operational work of the Housekeeping Department services at the New Saphir Hotel Yogyakarta, to find out the relationship between the room boy in the Housekeeping Department and other departments in carrying out its operational activities, to know the obstacles experienced by Room Boy in carrying out operational activities. along with solving the problem. In this study using data collection methods, namely observation, interview, documentation, and literature review, while the data analysis method is descriptive qualitative. The results showed that the Operational Housekeeping Department at New Saphir Hotel Yogyakarta is one of the biggest contributors to the hotel income because New Saphir Hotel Yogyakarta is professionally managed and already has good work procedures, but existing procedures need to be better applied to increase guest satisfaction. In daily service activities, the Housekeeping Department of the New Saphir Hotel Yogyakarta also has various problems, but these problems can be resolved properly by providing training to all Room Boys, especially in the Housekeeping Department so that they comply with the service standards set by hotel.
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