Analisis Kinerja Houseman terhadap Kualitas Pelayanan di Lobby Hotel Novotel Manado

Abstract

This study aims to analyze housekeeping performance in maintaining cleanliness, tidiness, and comfort in the lobby area and to determine its impact on service quality at the Novotel Manado Hotel. This study was conducted at the Novotel Manado Golf Resort & Convention Center from March to July 2026 using qualitative methods and a case study approach. Data collection was conducted through observation, semi-structured interviews, and documentation with three housekeepers, one housekeeping/public area supervisor, and ten hotel guests selected using a purposive sampling technique. The study showed that housekeeping performance was generally quite good in maintaining the cleanliness, tidiness, and comfort of the lobby area. This study concluded that housekeeping performance plays a crucial role in improving service quality, guest comfort, and the positive image of the Novotel Manado Hotel. This study is expected to serve as evaluation material for the management of the Novotel Manado Hotel in improving housekeeping performance and service quality. Furthermore, this study contributes to the development of hotel management, particularly in the areas of housekeeping and service quality, and can serve as a reference for further research.