STANDAR OPERASIONAL PROSEDUR LINEN (SHEET) PADA HOTEL MERCURE IBIS SAMARINDA --

ABSTRAK
Penelitian ini dilatar belakangi oleh adanya persaingan industri perhotelan yang
semakin ketat, sehingga banyaknya hotel yang berlomba - lomba meningkatkan
kualitas pelayanan serta fasilitas yang ada. Salah satu fasilitas hotel yang penting ialah
linen sebab mempengaruhi kenyamanan tamu saat menginap. Hotel Mercure Ibis
Samarinda merupakan hotel yang memperhatikan kebersihan linen, namun masih
adanya komplain dari tamu mengenai linen (sheet) yang bernoda walau telah melalui
proses pencucian sebelumnya, dengan demikian penulis tertarik untuk meneliti apa
penyebab noda tersebut tidak dapat hilang walau telah melalui proses pencucian
sebelumnya dan bagaimana cara menanggulinya sehingga penulis tertarik meneliti
tentang “Standar Operasional Prosedur Linen (Sheet) pada Hotel Mercure Ibis
Samarinda”.Tujuan penelitian ini adalah untuk mencari tahu apa penyebab noda
tersebut tidak dapat hilang walau telah melalui proses pencucian sebelumnya serta
bagaimana cara menanggulanginya, metode penelitian yang digunakan ialah dengan
cara observasi dan wawancara.Hasil penelitian menunjukkan bahwa SOP linen (Sheet)
pada Hotel Mercure Ibis Samarinda telah berjalan dengan baik namun masih terdapat
beberapa karyawan yang lalai serta kurang teliti dalam menjalankannya.
Kata kunci: Standar Operasional Prosedur, linen, sheet, dan noda
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ABSTRACT
This research is motivated by the increasingly fierce competition in the hospitality
industry, so that many hotels make innovations to improve the quality of services and
existing facilities. One of the important room facilities is linen because it affects the
comfort of guests while staying. Mercure Ibis Samarinda Hotel is a hotel that pays
attention to linen cleanliness, but there are still complaints from guests about stained
linen (sheets) even though they have gone through the previous washing process, thus
the author is interested in researching what causes the stains to not disappear even
though they have gone through the previous washing process. and how to overcome it
so that the author is interested in researching "Standard Operating Procedures for
Linen (Sheet) at the Mercure Ibis Samarinda Hotel".The purpose of this study is to find
out what causes the stains to not disappear even though they have gone through the
previous washing process and how to overcome them, the research method used is by
observation and interviews.The results showed that the linen (Sheet) SOP at the
Mercure Ibis Samarinda hotel had been going well but there were still some employees
who were negligent and less careful in carrying it out.
Keywords: Standard Operating Procedures, linen, Sheet, and stain