Perancangan Panduan Pelatihan Standar Operasinal Prosedur (SOP) Pada Departemen Housekeeping untuk Pekerja Baru Asing di Hotel The Archipelago, Taiwan

Abstract

The hospitality industry in Taiwan is facing labor shortages, which have led to an increasing reliance on foreign workers in operational positions, including the housekeeping department. Differences in language, work culture, and previous work experience often create challenges for newly recruited foreign employees in understanding and consistently implementing room cleaning Standard Operating Procedures (SOPs). This study aims to identify the implementation of housekeeping SOPs, analyze the challenges encountered by new foreign employees in understanding and applying these procedures, and develop an SOP training guide that meets user needs at The Archipelago Hotel, Taiwan. This study employed a qualitative approach using observation, semi-structured interviews, and documentation methods. The research involved 21 informants, consisting of 3 supervisors, 9 senior staff members, and 9 foreign intern staff. Data were analyzed through data reduction, data display, and conclusion drawing, while the development of the training guide was conducted using the Design Thinking approach. The findings indicate that the implementation of housekeeping SOPs has generally been carried out in accordance with hotel standards. However, several challenges remain, including language barriers, dependence on guidance from senior staff, and the absence of a structured and easily understandable training guide. This study resulted in a visual-based housekeeping SOP training guide designed to facilitate the adaptation process of new foreign employees, improve their understanding of work procedures, and support the consistency of service quality at the hotel.

Industri perhotelan di Taiwan menghadapi tantangan kekurangan tenaga kerja yang mendorong meningkatnya penggunaan pekerja asing pada posisi operasional, termasuk di departemen housekeeping. Perbedaan bahasa, budaya kerja, dan pengalaman kerja menyebabkan pekerja baru asing sering mengalami kesulitan dalam memahami dan menerapkan Standar Operasional Prosedur (SOP) pembersihan kamar secara konsisten. Penelitian ini bertujuan mengidentifikasi pelaksanaan SOP housekeeping, menganalisis kendala yang dihadapi pekerja baru asing dalam memahami dan menerapkan SOP, serta merancang panduan pelatihan SOP yang sesuai dengan kebutuhan pengguna di The Archipelago Hotel, Taiwan. Penelitian menggunakan pendekatan kualitatif dengan metode observasi, wawancara semi terstruktur, dan dokumentasi. Informan penelitian berjumlah 21 orang yang terdiri atas 3 supervisor, 9 staf senior, dan 9 staf magang asing. Analisis data dilakukan melalui reduksi data, penyajian data, dan penarikan kesimpulan, sedangkan proses perancangan panduan menggunakan pendekatan Design Thinking. Hasil penelitian menunjukkan bahwa pelaksanaan SOP housekeeping telah berjalan sesuai standar hotel, namun masih ditemukan kendala berupa hambatan bahasa, ketergantungan pada arahan staf senior, serta belum tersedianya panduan pelatihan yang terstruktur dan mudah dipahami. Penelitian ini menghasilkan panduan pelatihan SOP housekeeping berbasis visual yang dirancang untuk membantu proses adaptasi pekerja baru asing, meningkatkan pemahaman prosedur kerja, serta mendukung konsistensi kualitas pelayanan hotel.