Optimizing Guest Satisfaction Through Room Attendant Service Excellence: Evidence from FOX Hotel Pekanbaru

Abstract

This study aims to examine the role of room attendants in ensuring the cleanliness of guest rooms at Fox Hotel Pekanbaru and to assess guest satisfaction with the hotel’s room hygiene standards. Data was collected from 105 respondents (8 room attendants and 97 guests), with sample calculations using the Lemeshow formula. Observation and questionnaires were used as data collection techniques. Data were analyzed using a descriptive quantitative approach supplemented by qualitative insights to evaluate the implementation of SERVQUAL dimensions across the housekeeping department. Guest satisfaction was measured using a 5-point Likert scale (scores 1–5) and systematically grouped based on class interval ranges. Daily tasks include preparing trolleys with the necessary equipment, cleaning rooms in accordance with SOPs, and handling rooms with late check-outs. In terms of communication, Room Attendants receive instructions from supervisors, conduct shift handover procedures, report room status, and notify guests of any items left behind. Meanwhile, in terms of supervision, they ensure that guest amenities and cleaning supplies are used efficiently and in accordance with established standards. From the questionnaire distributed to 97 guest respondents, an average score of 4.77 was obtained, which falls into the “very satisfied” category according to the five-point Likert scale. This finding indicates that the role and performance of Room Attendants directly contribute to creating a comfortable stay experience and are an important factor in maintaining service standards at Fox Hotel Pekanbaru