Explorative study of standard operating procedure at Topotels Hotels & Resorts Jakarta

Maslim, Valen (2020) Explorative study of standard operating procedure at Topotels Hotels & Resorts Jakarta. Bachelor thesis, Universits Pelita Harapan.

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Abstract

Hospitality Industry is one of the industries that will never disappear from time to time. Hospitality Industry becomes one of the businesses with great potential in improving the economy in Indonesia as the number of hotels has been built in Indonesia. Insani (2010: 1), Standard Operating Procedure was document that contains a series of standardized written instructions regarding the various processes of implementing office administration that include how to do the work, time of execution, place of implementation and actors who play a role in the activities. This research aims to analyze the Standard Operating Procedure at Topotels Hotels & Resorts Jakarta. The research is conducted in qualitative research using data narrative analysis and data collection method is by doing observation and interview with informant from Topotels management. The results show that Topotels employees very obediently in carried out the SOP but still need supervision from Human Resources so the SOP can be carried out consistency. The conclusion is Topotels management are very throughout in producing the SOP before they distributed to all Topotels unit, they always provide training to employees and also Topotels corporate always conduct audit to all Topotels unit every month / Seperti yang kita ketahui, Industri Perhotelan adalah salah satu industri yang tidak akan pernah hilang dari waktu ke waktu. Industri Perhotelan menjadi salah satu bisnis dengan potensi besar dalam meningkatkan perekonomian di Indonesia dengan jumlah hotel yang telah dibangun di Indonesia. Insani (2010: 1), Prosedur Operasional Standar adalah dokumen yang berisi serangkaian intruksi tertulis terstandarisasi mengenai proses pelaksanaan administrasi kantor yang mencakup pekerjaan, waktu dan tempat pelaksanaan dan aktor yang berperan dalam kegiatan. Penelitian ini bertujuan untuk menganalisi Standar Operasional Prosedur di Topotels Hotels & Resorts Jakarta. Penelitian ini dilakukan dalam kualitatif dengan menggunakan analisis data naratif dan metode pengumpulan dengan cara observasi dan wawancara dengan informan dari Topotels. Hasil penelitian menunjukkan bahwa karyawan Topotels sangat patuh dalam pelaksanaan SOP tetapi masih perlu pengawasan dari pihak HRD sehingga SOP dapat dilakukan secara konsisten. Kesimpulannya Topotels sangat teliti dalam membentuk SOP mereka, adanya pelatihan kepada karyawan dan pengauditan seluruh unit Topotels setiap bulannya

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