PENGARUH PELATIHAN PENERAPAN PROSEDUR PEMBERSIHAN KAMAR CHECKED OUT TERHADAP KINERJA KARYAWAN HOUSEKEEPING DI HYATT REGENCY BALI
DOI:
https://doi.org/10.51878/manajerial.v5i4.8670Keywords:
Pelatihan, Prosedur Pembersihan, Kinerja Karyawan, HousekeepingAbstract
ABSTRACT
Improving room cleaning service quality is a key factor in creating an optimal guest experience and enhancing customer satisfaction in the hotel industry. Therefore, this study aims to analyze the effect of checkout room cleaning procedure training on the performance of housekeeping employees at Hyatt Regency Bali. The research employed a quantitative approach using a saturated sampling technique, in which all 53 housekeeping employees were included as respondents. The research stages comprised the development of research instruments in the form of questionnaires, validity and reliability testing, data collection through questionnaire distribution, and data analysis using simple linear regression to examine the effect of training on employee performance. The results indicate that training has a positive and significant effect on employee performance. Well-structured and practical training enhances employees’ understanding and implementation of standard operating procedures (SOPs) for room cleaning, thereby improving service quality and visitor satisfaction. These findings imply the necessity of continuous training programs supported by hands-on practice, performance evaluation, and intensive mentoring to strengthen technical competencies and to establish a consistent and superior destination image.
ABSTRAK
Peningkatan kualitas pelayanan kamar (service quality) merupakan faktor kunci dalam menciptakan pengalaman menginap yang optimal dan kepuasan tamu hotel. Oleh karena itu, penelitian ini bertujuan untuk menganalisis pengaruh pelatihan prosedur pembersihan kamar checked out terhadap kinerja karyawan housekeeping di Hyatt Regency Bali. Penelitian menggunakan pendekatan kuantitatif dengan metode sampling jenuh, di mana seluruh populasi yang berjumlah 53 karyawan housekeeping dijadikan responden. Tahapan penelitian meliputi penyusunan instrumen penelitian berupa kuesioner, pengujian validitas dan reliabilitas, pengumpulan data melalui penyebaran kuesioner, serta analisis data menggunakan regresi linier sederhana untuk menguji pengaruh variabel pelatihan terhadap kinerja karyawan. Hasil penelitian menunjukkan bahwa pelatihan berpengaruh positif dan signifikan terhadap kinerja karyawan. Pelatihan yang terstruktur dan aplikatif mampu meningkatkan pemahaman serta penerapan standar operasional prosedur (SOP) pembersihan kamar, sehingga berdampak pada peningkatan mutu layanan dan kepuasan pengunjung (visitor satisfaction). Temuan ini mengimplikasikan perlunya pelatihan berkelanjutan yang dilengkapi dengan praktik langsung, evaluasi kinerja, serta pendampingan intensif guna memperkuat kompetensi teknis karyawan dan membentuk citra destinasi (destination image) yang unggul dan konsisten.
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