Standard Operating Procedures and Housekeeping Service Quality: Evidence from a Resort Hotel in Indonesia

Abstract

This study examines the implementation of Standard Operating Procedures within the Housekeeping Department of Puri Mas Beach Resort and explores the operational challenges affecting service consistency. A qualitative case study approach was employed using non-participant observation, semi-structured interviews, and document analysis. Data were collected from housekeeping personnel directly involved in room operations and analyzed using a framework analysis approach to identify key operational themes. The findings indicate that Standard Operating Procedures were generally implemented effectively during room preparation, occupied room servicing, check-out cleaning, and expected arrival room preparation. However, variations in procedural consistency were observed in supporting activities, particularly during periods of high occupancy. Operational constraints, including limited linen availability, facility maintenance issues, and coordination among departments, were found to influence the consistency of housekeeping performance. The study proposes an operational framework demonstrating that service quality is shaped not only by procedural compliance but also by organizational support, supervisory practices, and interdepartmental collaboration. These findings contribute to hospitality management by extending the understanding of operational excellence in housekeeping while providing practical recommendations for improving service quality, operational consistency, and guest satisfaction in resort hotel operations