EVALUATION OF THE HOUSEKEEPING DEPARTMENT'S PERFORMANCE IN IMPROVING GUEST SATISFACTION AT THE FIERIS RAWAMANGUN HOTEL, JAKARTA

Abstract

This study aims to evaluate the performance of the housekeeping department in 
enhancing guest satisfaction at Hotel Fieris Rawamangun. The research is based on the crucial 
role of housekeeping in maintaining cleanliness, comfort, and room aesthetics, which are key 
indicators of service quality in the hospitality industry. Guest satisfaction is a primary 
benchmark of service success and directly impacts customer loyalty, hotel reputation, and 
occupancy rates.The study adopts a descriptive qualitative approach, utilizing data collection 
techniques such as semi-structured interviews, non-participatory observations, and field 
documentation. The research involves 50 hotel guests with direct experience of the 
housekeeping services, as well as several housekeeping staff and managers as key informants. 
Data were collected systematically to gain a comprehensive understanding of guest 
perceptions, implementation of standard operating procedures (SOPs), staff responsiveness, 
and operational challenges in the field.In-depth analysis of the collected data reveals that 
factors such as disproportionate staff numbers, lack of regular training, and limited 
interdepartmental communication contribute to service imbalances. Therefore, this study 
recommends increasing the quantity and quality of human resources, updating working tools, 
providing regular service ethics training, and integrating information technology into service 
request systems as strategic measures to improve the housekeeping department’s performance.