ANALISIS KINERJA ROOM ATTENDANT DALAM MENINGKATKAN KUALITAS PELAYANAN DI HOTEL ARYADUTA MANADO

Abstract

This study aims to analyze the performance of room attendants in enhancing service quality at the Aryaduta Manado Hotel. This study uses a descriptive-comparative quantitative approach to measure the gap in perception between staff's internal assessment and guests' external perceptions. Purposive sampling was used to select 15 housekeeping staff and 15 guests who had stayed overnight. Data were collected through a questionnaire based on five dimensions of SERVQUAL (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) and then tested for validity and reliability. The data were then processed using SPSS, with SERVQUAL Gap analysis and a paired-samples t-test. The results showed a statistically significant difference in perception (p = 0.000) between staff (average = 41.87) and guests (average = 33.73), with an overall negative gap of -0.91. These findings show that the quality of service provided by room attendants is still below guest expectations. The most critical gaps were found in the Reliability (-1.00) and Empathy (-0.94) dimensions, with the lowest indicators for the timeliness of room cleaning (-1.14). As a practical implication, the management of Hotel Aryaduta Manado needs to tighten supervision of work duration, conduct regular cleanliness evaluations, and provide customer-oriented service training for housekeeping staff.