Room Attendant Performance in Hotel Service Quality: A Qualitative Exploration

Refal Prayogi; Tuwuh Adhistyo Wijoyo

doi:10.59890/ijbmp.v3i2.16

Authors

Refal Prayogi STIEPARI, Semarang
Tuwuh Adhistyo Wijoyo STIEPARI, Semarang

DOI:

https://doi.org/10.59890/ijbmp.v3i2.16

Keywords:

Room Attendant Performance, Service Quality, Customer Satisfaction, Housekeeping Management

Abstract

This study examines how room attendant performance impacts service quality and customer satisfaction through a qualitative case study at F&B Inn Sam Poo Kong Semarang. Through interviews with department heads and housekeeping staff, observation, and document analysis conducted December 2024-February 2025, the research identifies five performance dimensions (technical proficiency, consistency maintenance, attentiveness to detail, adaptive responsiveness, and guest interaction capability) that influence service quality and create three satisfaction patterns, including "satisfaction cascade effects" where housekeeping quality affects perceptions of all hotel services. Four organizational factors (performance management, training, interdepartmental communication, and leadership) significantly influence these relationships. The study contributes by revealing specific mechanisms linking housekeeping to guest experience while providing practical management guidance. Its originality lies in repositioning housekeeping from a support function to a strategic driver of competitive advantage

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