Analisis Manajemen Risiko Operasional pada Proses Pelayanan Tamu The Margo Hotel

Abstract

The Margo Hotel merupakan hotel berbintang empat yang berlokasi di Kota Depok dan menghadapi berbagai risiko operasional dalam proses pelayanan tamu, seperti keterlambatan pembaruan status kamar, gangguan jaringan internet, kesalahan input data, dan lonjakan tamu akibat kejadian eksternal. Namun, manajemen risiko operasional pada proses tersebut belum dianalisis secara sistematis dan terstruktur. Penelitian ini bertujuan untuk mengidentifikasi, menilai, dan menyusun rekomendasi perlakuan risiko operasional pada proses pelayanan tamu berdasarkan kerangka SNI ISO 31000:2018. Penelitian menggunakan pendekatan deskriptif kualitatif melalui wawancara mendalam, observasi, dan kuesioner dengan melibatkan responden internal menggunakan teknik purposive sampling serta matriks RACI. Penilaian risiko mengacu pada metode Godfrey (1996) dan perlakuan risiko menggunakan pendekatan Flanagan dan Norman (1993). Hasil penelitian mengidentifikasi sejumlah risiko operasional yang dikategorikan ke dalam empat area, yaitu risiko proses internal, sumber daya manusia, sistem dan teknologi, serta kejadian eksternal. Strategi perlakuan risiko direkomendasikan berdasarkan tingkat kategori risiko guna meningkatkan efektivitas operasional pelayanan tamu dan meminimalkan potensi kerugian.

The Margo Hotel is a four-star hotel located in Depok City that faces various operational risks in its guest service process, including delays in room status updates, internet network disruptions, data entry errors, and sudden surges in guest arrivals due to external events. However, operational risk management in this process has not been analyzed in a systematic and structured manner. This study aims to identify, assess, and formulate operational risk treatment recommendations for the guest service process based on the SNI ISO 31000:2018 framework. A descriptive qualitative approach was applied through in-depth interviews, observation, and questionnaires involving internal respondents selected using purposive sampling and the RACI matrix. Risk assessment followed the Godfrey (1996) method, while risk treatment referred to the approach of Flanagan and Norman (1993). The results identified a number of operational risks categorized into four areas: internal process risks, human resource risks, system and technology risks, and external event risks. Risk treatment strategies were recommended based on risk category levels to improve the operational effectiveness of guest services and minimize potential losses.