Analysis of the Role of Housekeeping in Maintaining Cleanliness Standards and Guest Comfort at KHAS Semarang Hotel

Muhammad Yul'astomo; Krisnawati Setyaningrum Nugraheni

doi:10.61132/nuansa.v4i3.2824

Authors

Muhammad Yul'astomo Indonesian College of Tourism Economics (STIEPARI) Semarang
Krisnawati Setyaningrum Nugraheni Indonesian College of Tourism Economics (STIEPARI) Semarang

DOI:

https://doi.org/10.61132/nuansa.v4i3.2824

Keywords:

cleanliness standard, guest comfort, housekeeping, servicescape, service quality

Abstract

Housekeeping plays a central role in shaping guests' cleanliness and comfort experience, yet how the standard operating procedures are formulated, executed, and perceived across managerial, operational, and guest perspectives has rarely been examined together in a single qualitative study. This research explores the role of housekeeping in maintaining cleanliness standards and guest comfort at KHAS Semarang Hotel. A qualitative case study approach was used, with semi-structured interviews conducted with three informants: an Executive Housekeeper (key informant), a Room Attendant (main informant), and a hotel guest (supporting informant). Data were analyzed thematically and validated through source triangulation and member checking. The findings reveal three interconnected themes: the formulation and execution of cleanliness SOPs prioritizing guest-touched surfaces, a layered quality control mechanism involving room inspection and cross-department coordination, and guest perceptions of cleanliness and comfort shaped by both sensory and psychological elements, including privacy assurance. Findings align with the Servqual dimensions of tangibles, reliability, and assurance, as well as servicescape elements such as ambient conditions and social interaction. A consistent gap identified from both staff and guest perspectives is service speed during high-occupancy periods. This study contributes theoretically by integrating managerial, operational, and guest perspectives within the Servqual and servicescape frameworks, and practically by offering evidence-based input for hotel management to strengthen housekeeping SOPs and workforce allocation during peak periods.

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