Purpose: This study examines Room Attendant strategies to improve service quality at Novotel Manado Golf Resort & Convention Center and identifies practical solutions to support room cleanliness and guest comfort.
Research Methodology: A qualitative descriptive approach was employed. Data were collected through observations, semi-structured interviews, and documentation involving Room Attendants and Room Supervisors. Data were analyzed using the Miles and Huberman framework and integrated with SWOT analysis to identify internal and external factors influencing service quality improvement strategies.
Results: Room Attendants maintained service quality by adapting their daily work, setting work priorities, coordinating with supervisors, making the best use of available equipment, and conducting room re-checks. These practices were supported by SOP implementation, training, and supervision. Key challenges included limited equipment, chemicals, and linen, as well as high occupancy. SWOT analysis recommended improving equipment availability, coordination, workload management, and operational efficiency to maintain room cleanliness and service quality.
Conclusions: Room Attendant strategies have improved service quality but remain suboptimal. Adequate work facilities, consistent supervision, effective coordination, continuous training, and regular evaluation are needed to sustain room cleanliness, improve operational performance, and enhance guest satisfaction.
Limitations: This study was conducted in one hotel with a limited number of informants; therefore, the findings cannot be generalized to all hotel settings or organizational contexts.
Contributions: The findings provide practical input for hotel management and housekeeping practitioners, support service quality improvement initiatives, and serve as a reference for future studies on hotel management, housekeeping operations, and strategic service quality enhancement in the hospitality industry.