ANALISIS STANDAR OPERASIONAL PROSEDUR (SOP) TERHADAP KINERJA ROOM ATTENDANT DI HOUSEKEEPING DEPARTEMENT DI HOTEL COSMO AMAROOSSA JAKARTA

ABSTRACT
This research was conducted due to the lack of extra Standard OperatingProsedures (SOP) implementation and the lack of Room Attendant Housekeeping department staff at the Cosmo Amaroossa Hotel Jakarta. The purpose of this research was conducted to find out and analyze the effect of applying Standard Operating Prosedures on the performance of Room Attendants. This study uses a qualitative method. The results of the study stated that the lack of implementation of Standar Operating Prosedures, lack of Room Attendants staff, miss communication between staff and also other departments and their work teams were not going well. So the results of this study say that Room Attendants have worked in accordance with Standard Operating Prosedures but there are still frequent miss communication between staff and other departements. Training in efforts to improve the performance of Room Attendants has been going well but the briefing between shifts is still not going well.
Keyword: Perfoemance, Room Attendants, Standart Operating Prosedures (SOP), Housekeeping Departement

ABSTRAK
Penelitian ini dilakukan akibat kurangnya penerapan Standar Operasional Prosedur (SOP) secara extra dan kurangnya staff Room Attedant Housekeeping Departement di Hotel Cosmo Amaroossa Jakarta. Tujuan penelitian ini dilakukan agar mengetahui dan menganalisis pengaruh penerapan Standar Operasional Prosedur (SOP) bagi kinerja Room Attendant. Penelitian ini menggunakan metode Kualitatif. Hasil penelitian menyatakan bahwa kurangnya penerapan Standar Operasional Prosedur, kurangnya staff Room Attendant, miss komunikasi antar staff dan departement lain serta teamwork nya yang tidak berjalan dengan baik. Sehingga hasil penelitian ini mengatakan Room Attendant sudah bekerja sesuai dengan Standar Operasional Prosedur tetapi masih sering terjadi miss komunikasi antar staff dan juga department lain. Pelatihan upaya meningkatkan kinerja Room Attendant sudah berjalan dengan baik tetapi briefing antar shift masih belum berjalan dengan baik.
Kata Kunci: Kinerja, Room Attendant, Standar Operational Prosedur (SOP), Housekeeping Departement.