Implementasi Standard Operating Procedure Receptionist dalam Penanganan Check-in dan Check-out

Abstract

Penelitian ini bertujuan untuk mengetahui implementasi standard operating procedure (SOP) receptionist dalam penanganan check-in dan check-out. Penelitian ini dilakukan di Anumana Hotel Ubud yang berlokasi di Ubud. Jumlah populasi dalam penelitian ini yaitu tiga staff reception yang bekerja di Anumana Hotel Ubud yang melayani check-in dan check-out. Teknik penentuan sampel menggunakan purposive sampling, diperoleh sampel sebanyak dua orang staff reception yang melayani check-in dan check-out. Teknik analisis data yang digunakan dalam penelitian ini adalah deskriftif (kualitatif) yaitu data didapatkan melalui wawancara serta observasi kemudian kembali diolah oleh peneliti. Teknik penyajian hasil analisis data yang digunakan adalah teknik informal. Berdasarkan hasil penelitian menunjukkan bahwa penerapan standard operating procedure (SOP) check-in telah dijalankan dengan baik, hanya saja belum dilakukan dengan maksimal dan detail. Terdapat tiga dari empat belas prosedur yang jarang diterapkan pada saat check-in. Prosedur penanganan check-out telah diterapkan sesuai standard operating procedure (SOP) yang berlaku. Namun terdapat dua dari dua belas prosedur yang jarang diterapkan dengan baik.

The study aims to determine the implementation of the standard operating procedure (SOP) receptionist in handling check-in and check-out. The research was conducted at Anumana Hotel Ubud which is located in Ubud. The population in this study were three reception staff who worked at Anumana Hotel Ubud which served check-in and check-out. The technique of sampling used was purposive sampling method, in order to obtain a sample of two reception staff who served check-in and check-out. The technique of data analysis used in this research descriptive qualitative, namely the data obtained through observation and interview techniques and then processed again by the researcher. The technique of presenting the results of data analysis used is an informal technique. Based on research results showed that the implementation of standard operating procedure (SOP) check-in has been carried out well, but it has not been carried out optimally and in detail. There are three of the fourteen procedures that are rarely applied at check-in. The check-out handling procedures have been implemented with the applicable standard operating procedure (SOP). However, there are two of the twelve procedures that are rarely implemented properly.