Standar Operasional Prosedur Room Service Natya Hotel, Tanah Lot, Bali

Abstract

The key of success in terms of hotel industry is the implementation of the Standard Operating Procedure (SOP) determined by each hotel. This efforts important for the guests, so that visitors feel satisfied, comfortable and have willingness to return to visit a hotel. Room service at Natya Hotel, Tanah Lot has have implemented their SOP, but there are several obstacles when implementing it. This study aims to examine the constraints faced in the implementation of Room service department task in Natya Hotel, in order to see the professionalism of room service man. This research used a qualitative research. Data collection techniques are carried out through observation techniques, interviews, documentation and also literature studies. The results of the study revealed the SOP that was run at Natya Hotel in the room service department are receiving orders from the telephone, making captain orders, preparing equipment, orders being delivered to guest rooms. The obstacles faced in implementing the SOP are namely less amount of staffs and language barrier. Keywords: Standard Operating Procedure, Room Service, Hotel