Makalah

BAHASA INGGRIS PRODUK HOTEL

THE ROLE OF HOUSEKEEPING DEPARTMENT IN INCREASING
OCCUPANCY LEVELS AT JAMBURA INN

NAMA : NUR CHALIZAH LIPUTO

NIM : 331322002

JURUSAN PARIWISATA

PROGRAM VOKASI
UNIVERSITAS NEGERI GORONTALO
2023
 FOREWORD

Assalamu'alaikum Warahmatullah Wabarakaatuh

Alhamdulillah, all praise is due to Allah, Lord of the worlds, I pray and thank Allah SWT for the
presence of Allah SWT who has bestowed all His convenience, mercy and grace so that this
paper can be completed. I also don't forget to give my prayers and greetings to our great Prophet
Muhammad SAW who has been a role model for all mankind.
The completion of this paper was inseparable from assistance from various parties, both directly
and indirectly. Therefore, on this occasion I would like to express my infinite gratitude to all
parties who I cannot mention one by one who have helped in the preparation of this paper.
The purpose of preparing this paper is as one of the requirements to fulfill the assignment for the
Hotel Product English course.
Wassalamu'alaikum Warahmatullah Wabarakaatuh

Gorontalo, November 2023

Nur Chalizah Liputo

 LIST OF CONTENT

FOREWORD………….………………………………………………………………….i
LIST OF CONTENT………………………………………………………………….….ii
BAB 1 INTRODUCTION……………………………………………………………...1
1.1 BACKROUND…………………………………………………………………2
1.2 PROBLEM FORMULATION……………………………………………….…2
1.3 RESEARCH OBJECTIVES……………………………………………………2
1.4 BENEFITS OF RESEARCH…………………………………………………..2
BAB II
2.1 THE ROLE OF HOUSEKEEPING DEPARTMENT IN INCREASING ROOM
OCCUPANCY RATES……………………………………………………….3

2.2 HOW TO INCREASE THE ROOM OCCUPANCY RATE AT JAMBURA

INN……………………………………………………………………………4

2.3 STRATEGY TO INCREASE ROOM OCCUPANCY RATES AT JAMBURA

INN…………………………………………………………………………….6

BAB III CLOSING

3.1 CONCLUTION………………………………………………………………….8

3.2 SUGGESTIONS…………………………………………………………………8
 CHAPTER I
INTRODUCTION
A. BACKGROUND

Indonesia is an archipelagic country that has various types and varieties of

culture spread from Sabang to Merauke. Areas that are considered to have tourism
potential are starting to be paid attention to and utilized to attract tourist arrivals,
both domestic and foreign. The aim of all this is to increase the country's foreign
exchange earnings from the non-oil and gas sector (Karyono, A Hari 1997:20).
Service facilities to provide convenience for tourists are the establishment of
hotels, from jasmine level to star hotels. In a hotel, employees must be able to
communicate and interact so that guests who stay can feel satisfaction. Employees
who serve guests are not only in the Front Office Department and Food and
Beverage Department. Housekeeping at Jambura Inn.
Hotels also provide services to guests at the hotel. For this reason, in order
to develop in the modern and advanced world of the hotel industry, good
cooperation is needed.
The duties and responsibilities of the Housekeeping Department are to
maintain, care for and maintain the cleanliness of hotel rooms, including the Public
Area, Rooms, Offices, and Administration, Toilets, Meeting rooms, Restaurants,
special employee areas as well as the beauty and comfort of all these areas. When
guests enter a room, the first thing they see is the bed, then the facilities available in
the room, and the cleanliness of the bathroom also has an important influence on
room salesHousekeeping work, especially Roomboy, cleans the room every day
when the room is occupied by guests checking in or checking out and when the
room is empty (vacant) so that it is always clean and beautiful. Guest satisfaction is
the most important goal and needs to be carefully considered so that guests feel
comfortable and satisfied while staying at the hotel. For this reason, the author chose
the title
“THE ROLE OF HOUSEKEEPING DEPARTMENT IN INCREASING
OCCUPANCY LEVELS AT JAMBURA INN”
B. PROBLEM FORMULATION
Based on the background of the problem above, it can be formulated into several parts:
1. What is the role of the Housekeeping Department in increasing the room occupancy rate
at Jambura Inn
2. How to increase the room occupancy rate at Jambura Inn

C. RESEARCH OBJECTIVES
In preparing this research report and its relation to existing problems, the aim is:
1. To find out the role of the Housekeeping Department in increasing the room occupancy
rate at Jambura Inn.
2. To find out how to increase the room occupancy rate at Jambura Inn

D. BENEFITS OF RESEARCH
This research is intended to provide knowledge about housekeeping. The benefits of thiS
research are:
1. For Students
Providing experience that can support smooth work in the future, as well as the ups and
downs of working in a hotel. To find out the extent of the role of departments involved
in one hotel.
2. For Academics
Increase knowledge about hospitality science.
3. For Hotels
It is hoped that this can be a contribution to writing about hospitality issues in relation to
tourism development, so that good cooperation can be established between educational
institutions and hotels.

CHAPTER II
1. THE ROLE OF HOUSEKEEPING DEPARTMENT IN INCREASING ROOM
OCCUPANCY RATES

The housekeeping department is the part of a hotel that is responsible for the
maintenance, cleanliness, care, arrangement and beauty of the hotel, both as a whole
and in administration. The housekeeping department is divided into several sections
and each section is headed by a Supervisor.
These sections are:
1. Housekeeping Office Section
Manage administration and communication of all Housekeeping department
activities.
2. Floor/Room Section
Maintain cleanliness, tidiness and completeness of guest rooms and surrounding
areas.
3. Linen and uniform section
Provide linen uniforms for employees that are clean and ready to use.
4. Roomboy/maid
Officers who are responsible for carrying out the arrangement, maintenance and at
the same time completing the needs of guest rooms according to predetermined
supply standards.

Efforts made by the Housekeeping department in an effort to increase room occupancy

at the Jambura inn these include:
Improving the quality and quantity of work of Housekeeping employees in their daily
operations, providing all the necessary facilities for guests, providing the best service
and always being friendly towards guests, especially Roomboys and Housemen, as
well as providing all the information needed by guests.

The Housekeeping Department is tasked with cleaning rooms and public areas every
day in both Low Season and High Season. How to clean a Low Season room. Because
the room occupancy rate is low, the roomboy is tasked with checking the room and
providing amenities.
How to clean rooms in High Season, the room occupancy rate is full of staying guests,
the roomboy must clean the BedRoom & BathRoom within 20 minutes in each room.
- Maintain cleanliness, tidiness, comfort and completeness of hotel facilities.
- Report to your superiors if you find damaged equipment so that a Work Order
(WO) is made to the Engineering Department for immediate repair.
- Ensure the safety of hotel items in the room so that they are not damaged.
- Serve guests for all kinds of needs they need
- during your stay.
- Collaborate with other sections and departments such as Front Office, Waiter
(Sumekso, 2001 :9).
- The cleanliness and comfort of a hotel room will have its own impact on
guests. Therefore, housekeeping officers must always improve the quality of
their work.

2. HOW TO INCREASE THE ROOM OCCUPANCY RATE AT

JAMBURA INN

The hotel industry cannot be separated from rooms. A hotel is an

accommodation that functions as accommodation and restaurant. The biggest
hotel income is rooms, food and beverages (Sumekso 2001:192).

To improve the quality of employee work, briefings and coaching are held every
day during the morning briefing so that deficiencies and problems that arise are
known both from guests and from the employees themselves. Apart from that,
every time the hotel celebrates its anniversary, events or activities are held.

Jambura Inn prioritizes guest satisfaction, because guests are income for the
hotel. With good service, guests will feel satisfied, creating a good impression
and making guests want to come and stay again. The Housekeeping Department
plays a key role in maintaining the cleanliness, tidiness and beauty of the hotel.
In other words, the role of the Housekeeping Department is:

- As head of household. With the aim of seeking profit/income. If housekeeping

can work well, the room occupancy rate will increase.

- The purpose of this service is to ensure the satisfaction of guests who come to
stay overnight or just to eat or hold meetings in one of the existing parts of the
hotel. Serving guests can be done by maintaining cleanliness, comfort, being
polite, giving service well and knowing the condition of hotel guests checking
in and checking out.

Then to increase the level of service of the Housekeeping Department in

 increasing the room occupancy rate at Jambura Inn. Efforts that need to be
considered and carried out are knowing the things that make/cause guests to
come back to the hotel. Because by knowing it, it will be easier for an officer to
carry out their duties and responsibilities optimally so that guests will feel
satisfied during their stay at the hotel. These things can be classified
(Sumekso2001: 73), namely:

a. Cleanliness or appearance

Cleanliness is a factor that can be touched, felt and seen. This is a must, because
cleanliness is the basis of health.

Cleanliness in a room and guest room in a hotel is very important. If cleanliness

is maintained, guests will be calm because hygiene and sanitation are
guaranteed. In this case, guests also use it as their first step in assessing a hotel.

b. Good service

Good service is intangible (cannot be touched) this is the most important and
important thing. Good service will create satisfaction in the heart/feelings and
mind through human touch. Politeness, hospitality and serving with sincerity
that comes from the heart is the key to the success of a service.

c. Comfort

The environment and rooms of a hotel that are clean, attractive and quiet with
satisfactory service will make guests and visitors feel comfortable and at home
staying or returning to the hotel.

d. Facility

Complete facilities will make guests/customers more satisfied, of course,

accompanied by good service.

e. Peace of Privacy

An important factor that guests or visitors always desire is tranquility, security or

privacy while guests visit or stay at a hotel, including tranquility, personal
security from theft, fire and other dangers.

3. STRATEGY TO INCREASE ROOM OCCUPANCY RATES AT

JAMBURA INN :

- Make the room decoration look attractive, namely always maintaining

 cleanliness, beauty and comfort so that guests feel satisfied and in the end they
will stay at the hotel again tomorrow.

- Front Office collaborates with Housekeeping to provide strategies for providing

discounts to hotel customers.

- Repair the water channel lines so that roomboys don't have difficulties to clean
the bathroom.
- Speed in responding to complaints or complaints from guests. Speed is very
important in handling complaints, if guests' complaints are not immediately
responded to then the feeling of dissatisfaction with the service will become
permanent and cannot be changed, so guests will not want to stay at the hotel.
- It is very important for guests to contact officers, employees or the hotel to
convey comments, suggestions, criticism, questions or complaints. In this case,
Jambura Inn provides media such as a special telephone (hot line service) or
utilizing e-mail on the internet network.

By taking a strategy like this, Jambura Inn will gain other benefits such as:
1. The hotel gets another chance to improve relationships with disappointed
customers
2. Jambura Inn can find out aspects that need to be improved in current services.
3. Jambura Inn will find out the source of its operational problems.
4. Employees at Jambura Inn can be motivated to provide better quality service.
The results above mean that the room occupancy rate at Jambura Inn has
increased by 10-15% from year to year. Even guests who stayed overnight
expressed their expressions of joy at the hotel regarding the service provided
 CHAPTER III

CLOSING

A. CONCLUTION

From the description of the discussion above, it can be concluded that:

1. The role of the Housekeeping Department in increasing room occupancy levels is that it must
closely hold the duties and responsibilities for room maintenance which includes cleanliness,
tidiness, beauty and comfort of the rooms and also all areas at the Jambura Inn.
2. Room Occupancy Rate at Jambura Inn Increases by 10-15%.
The hotel implements the following strategy:
- The hotel is implementing a strategy by providing discounts.
- Create attractive room decorations both in & out door.

B. SUGGESTIONS

In increasing the room occupancy rate at Jambura Inn, the quality and work discipline of
Housekeeping must always be considered and improved. At the very least, keep trying to maintain
cleanliness, beauty, neatness, discipline, friendliness and politeness in serving new guests and
existing customers so that a good image of the guests emerges.