Reducing Guest Complaints Through a Labeling System in Hotel Laundry Services

Abstract

Laundry service is one of the essential aspects that support guest comfort in hotels. At Aloft Wahid Hasyim Jakarta Hotel, complaints regarding swapped clothes have been a recurring issue, significantly impacting guest satisfaction and trust. This study aims to analyze how the implementation of a labeling and tagging system can reduce guest complaints related to laundry mix-ups. The research uses a qualitative approach with data collected through participatory observation, in-depth interviews, documentation, and literature review. The results show that the labeling system—using unique codes linked to guest data—effectively minimizes errors in the laundry process. Additionally, regular staff training enhances accuracy and professionalism among laundry personnel. Guest perceptions of the system are predominantly positive, indicated by increased trust and a 
significant reduction in complaints. Therefore, the labeling and tagging system is not only a technical solution but also a strategic effort to improve service quality and enhance the overall image of the hotel.