Strategi Operasional Departemen Housekeeping dalam Mempertahankan Kepuasan Tamu pada Kondisi High Occupancy (Hotel Neo Malioboro Yogyakarta)

Abstract

Increasing occupancy is an operational challenge that can affect the quality of hotel services, especially in the Housekeeping Department which is responsible for cleanliness, comfort, and room readiness. This study aims to analyze the operational strategy of the Housekeeping Department in maintaining guest satisfaction in high occupancy conditions at the NEO Malioboro Hotel Yogyakarta, identify operational obstacles, and efforts to handle them. The research uses a descriptive qualitative approach with data collection techniques in the form of observation, in-depth interviews, documentation, and literature studies. The informants were selected purposively, consisting of Executive Housekeeper, Housekeeping Supervisor, Room Attendant, and Front Office staff. Data analysis uses the Miles, Huberman, and Saldaña models through data reduction, data presentation, and conclusion drawn, while data validity is tested by triangulation of sources and techniques. The research produced a Housekeeping operational strategy model that integrates five main strategies, including adjusting work schedules based on occupancy levels, determining room cleaning priorities, implementing standard operating procedures through room cleaning sequences, coordination with the Front Office, and continuous quality control in Indonesian mid-scale hotels during high occupancy. Obstacles in the form of increased workload, limited room preparation time, and potential for service quality degradation are overcome through strengthening internal communication, increasing operational supervision, and responding quickly to guest needs. The results of the study show that the strategy is able to maintain the quality of service and guest satisfaction during high occupancy conditions.