Competence of Room Attendant in Make Up Room Based on Hotel Standard Operating Procedure

Abstract

Room attendant is a room section officer who handles guest
room needs and other main tasks related to room make-up.
Therefore, competencies are needed according to standards
based on hotel SOPs including 4C competencies (critical
thinking, communication, collaboration, and creativity). The
purpose of this study is to analyze room attendant
competencies in make-up room based on hotel SOP. This
research uses qualitative method with content analysis
approach and systematic literature review (SLR). The results
showed that related to room attendant competencies in
make-up room based on hotel standards in several
countries, including Indonesia, referring to the 4C
competency aspects, there are competencies that rank
highest as the most relevant competency units to the
current room attendant job demands. In addition, based on
the research findings in terms of 4C competencies, the
competencies that are most relevant to the current room
attendant job demands are the units of competency.
Competencies based on these findings can be concluded
that the competency profile of room attendants in the
make-up room referring to the 4C competency aspects
shows the most relevant competencies to the demands of
the 21st century, namely evaluation and analysis units,
verbal and nonverbal communication, teamwork, and
creative problem solving. The recommendation of this study
is to conduct further research on effective competency
assessment methods in measuring room attendant
competencies in make-up rooms in the 21st century based
on Hotel SOPs