IMPLEMENTASI STANDARD OPERATING PROCEDURE (SOP) DEPARTEMEN ENGINEERING:STUDI KASUSDI HOTEL CROWNE PLAZA BANDUNG

Evita, Ariestania (2020) IMPLEMENTASI STANDARD OPERATING PROCEDURE (SOP) DEPARTEMEN ENGINEERING:STUDI KASUSDI HOTEL CROWNE PLAZA BANDUNG. D4 thesis, Poltekpar NHI Bandung.

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Abstract

The hotel industry is an industry that offers services, housing, and food and beverages. So that in prioritizing the quality of service needed a work system that regulates it so that all hotel departments can collaborate to realize maximum service. One of the services offered by the hotel industry is to provide their best facilities. In this study discusses the application or implementation of Standard Operating Procedure (SOP) in the Engineering Department of the Crowne Plaza Hotel Bandung. This study assesses how and to what extent the application of SOPs owned by the Engineering Department in carrying out their daily work, in order to provide good service related to the facilities owned by Crowne Plaza Hotel Bandung. To examine its application, SOP will be analyzed from the aspects of effectiveness, consistency, systematic and standard of SOP itself. This research is a case study qualitative study that will be analyzed through triangulation of sources, namely the source of information obtained through the interview process of three participants, consisting of Crowne Plaza Bandung HRD, Chief Engineering and one of the employees in theEngineering Department. The results of this study found that the SOP owned by the Crowne Plaza Bandung Engineering Department must make improvements or improvements to the effectiveness and consistency aspects of SOP implementation, but seen from the systematic aspects and SOP standards it has been implemented quite well even though it is still not perfect implementation. Keywords: Standard Operating Procedure (SOP), Effective, Consistent, Standard, Systematic

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