Implementation of Housekeeping Standard Operating Procedures to Achieve Excellence Service: A Qualitative Case Study at Atria Hotel Gading Serpong

This study examines the implementation of Standard Operating Procedures (SOPs) for room cleanliness conducted by Room Attendants in the Housekeeping Department of Atrial Hotel Gading Serpong and evaluates their role in supporting service quality. A qualitative descriptive method was applied through non-participant observation, interviews, and documentation analysis. The results reveal that SOP implementation is generally aligned with established operational standards; however, several deviations were observed, particularly during peak occupancy periods. Factors that support effective SOP implementation include continuous supervision, routine training programs, and adequate operational facilities. Conversely, variations in guest preferences and increased workload were identified as factors that hinder consistent implementation. Overall, the findings indicate that effective and consistent SOP execution contributes significantly to maintaining room cleanliness standards and enhancing the delivery of excellent service within the Housekeeping Department.