Implementation Of Standard Operating Procedures For The Delivery Of Guest Luggage In Improving The Quality Of Service At Sheraton Taoyuan Hotel Taiwan

Nathaniel Nicolas Ryan, Yohanes Martono Widagdo, Nawangsih Edynna Putri

Abstract


This study evaluates the operational implementation of the standard operating procedure for guest luggage delivery at Sheraton Taoyuan Hotel, Taiwan, and analyzes its direct impact on service quality. Using a descriptive qualitative case study design, five frontline concierge employees with varying experience levels were observed one service leader, one staff member, and three trainees using a structured checklist derived from official hotel protocols. The checklist comprised nineteen mandatory items across five service phases, with a maximum compliance score of ninety-five per respondent. To enrich the analysis, these field observations were triangulated with qualitative guest reviews from Google Review, Agoda, and other online platforms. Findings revealed a clear seniority gradient: the leader achieved 76 points (80% compliance), the staff member 73 points (76.8%), and the trainees recorded the lowest scores, with two at 67 points (70.5%) and one at 64 points (67.4%). This pattern indicates that procedural compliance drives the responsiveness and tangibles dimensions of service quality during guest-facing lobby phases. However, an administrative paradox emerged: the senior leader showed lower compliance on mandatory logbook documentation than the staff member, risking the reliability dimension. A critical quality gap occurred in the unsupervised in-room phase, where trainees frequently omitted room orientation tasks, undermining assurance and empathy operational weaknesses that directly mirrored public guest complaints on the reviewed platforms. In conclusion, while longer tenure strengthens guest-facing courtesy, it can induce administrative blind spots, whereas inexperience creates interpersonal service gaps. Management should implement role-specific training to bridge the policy-practice gap, ensuring consistent service quality delivery.

Keywords


Concierge service, standard operating procedure implementation, luggage delivery, service quality, operational compliance.

Full Text:

PDF

References


D. P. Fatimah and R. N. Nugraha, “Pengaruh Kualitas Pelayanan Front Office Terhadap Kepuasan Pelanggan Pada Pengelolaan Hotel Horison Bekasi,” J. Daya Saing, 2023, doi: doi.org/10.35446/dayasaing.v9i1.1079.

K. Steen, T. Bjørn, E. Munkvold, and K. Rustenberg, “Use of Standard Operating Procedures for Supporting Cross ‑ Organizational Emergency Management : Challenges and Opportunities Identified from a Tabletop Exercise,” Int. J. Disaster Risk Sci., vol. 15, no. 5, pp. 673–687, 2024, doi: 10.1007/s13753-024-00583-5.

P. A. A. N. Putri, “Standard Operating Procedures ( SOP ) As An Effort To Maintain Service Quality,” vol. 35, no. 2, pp. 477–480, 2022, doi: 10.52155.

M. R. E. Virdaus, “Professionalism Through Role Clarity: Analysis of Bellboy Job Description Implementation at the Alana Hotel & Convention Center Solo Muhtar,” J. Ragam Pengabdi. dan Penelit., no. February, pp. 2609–2619, 2026, doi: https://doi.org/10.62710/mwngej59.

T. Puspitarini, “The Impact of Service Quality on Guest Satisfaction,” J. Bus. Econ. Res., vol. 6, no. 1, pp. 130–140, 2025, doi: 10.47065/jbe.v6i1.6799.

Y. M. Widagdo and A. Wibiyanto, “Governance of the Optimal Number of Employees for Work Effectiveness in Hotel Operations,” vol. 42, no. 1, pp. 156–161, 2023.

A. Djauhar, N. A. Baso, and S. Subhan, “Pengaruh Stres Kerja terhadap Prestasi Kerja Karyawan pada Hotel Plaza Kubra Kendari,” Southeast J. Econ. Bus., vol. 3, no. 2, 2022, doi: 10.54297/sjeb.Vol3.Iss2.339.

K. Steen-Tveit, B. E. Munkvold, and K. Rustenberg, “Use of Standard Operating Procedures for Supporting Cross-Organizational Emergency Management: Challenges and Opportunities Identified from a Tabletop Exercise,” Int. J. Disaster Risk Sci., vol. 15, no. 5, pp. 673–687, 2024, doi: 10.1007/s13753-024-00583-5.

S. Hall and L. Liebenberg, “Qualitative Description as an Introductory Method to Qualitative Research for Master’s-Level Students and Research Trainees,” Int. J. Qual. Methods, vol. 23, 2024, doi: 10.1177/16094069241242264.

Y. J. Tolandang, J. W. A. Kamagi, and J. Pangemanan, “Analisis Penerapan SOP dalam Meningkatkan Kebersihan Kamar di Swiss-Belhotel Maleosan Manado,” J. Ilmu Sos. Dan Hum., vol. 1, no. 3, pp. 1159–1174, 2025, doi: 10.63822/jh27bs71.

A. Santia, M. Richmayati, and Suyatni, “Pengaruh Harga, Lokasi Dan Promosi Terhadap Keputusan Tamu Menginap Di Hotel Golden View Batam,” Prima Manaj. J., vol. 2, no. 1, 2022, doi: 10.36352/pmj.v2i1.420.

I. M. Yoga, A. Putra, and P. P. Juniarta, “Implementasi Standar Operasional Prosedeur Bell Boy Menangani Barang Bawaan Tamu Check In di Hotel Implementation of Standard Operating Procedures for Bell Boy Handling Check-in Guest Luggage at the Hotel,” J. Pariwisata dan Bisnis, vol. 03, no. 4, pp. 685–693, 2024, doi: https://doi.org/10.22334/paris.v3i4.775.

A. Riyanto, A. Dewi, M. Th, H. Yuliamir, and E. Rahayu, “Peningkatan Kepuasan Pelanggan Melalui Kualitas Layanan dan Fasilitas di Hotel Berbintang Tiga Kota Semarang,” J. Manaj. Perhotelan Dan Pariwisata, vol. 7, no. 1, 2024, doi: 10.23887/jmpp.v7i1.78751.

M. R. E. Virdaus, P. C. Resmi, and S. Purwandari, “Professionalism Through Role Clarity: Analysis of Bellboy Job Description Implementation at the Alana Hotel & Convention Center Solo,” Educ. J. Hist. Humanit., vol. 9, no. 1, pp. 2077–2087, 2026, doi: 10.66052/riwayat.v9i1.542.

R. Sugilar and B. Y. Geni, “Rancang Bangun Sistem Informasi Reservasi Fresh Hotel Menggunakan Metode Agile Berbasis Web,” J. Restikom Ris. Tek. Inform. Dan Komput., vol. 6, no. 1, pp. 180–193, 2024, doi: 10.52005/restikom.v6i1.283.

O. Zubaidah, I. F. Romadhoni, L. Sulandari, and N. Purwidiani, “Analisis Penerapan Standar Operasional Prosedur (SOP) Pengolahan Makanan Banquet di Hot Kitchen Hotel Aria Centra Surabaya,” J. Creat. Student Res., vol. 1, no. 4, pp. 421–444, 2023, doi: 10.55606/jcsrpolitama.v1i4.2327.

S. Jevada, N. Hidayah, and V. M. Pratama, “Implementation of Standard Operating Procedures for Bellboys Handling Guest Luggage During Check-In at Pangeran Beach Hotel,” J. Multidimens. Manag., vol. 2, no. 1, 2025, [Online]. Available: https://www.researchgate.net/publication/394774315_Implementation_of_Standard_Operating_Procedures_for_Bellboys_Handling_Guest_Luggage_During_Check-In_at_Pangeran_Beach_Hotel

H. R. Bandil, C. Maramis, and W. Sony, “Analisis Penilaian Tamu Tentang Pelayanan Concierge Perspektif Pelayanan Karyawan Divisi Concierge, Dan Feedback Tamu Secara Umum (Studi Kasus Di Sintesa Peninsula Hotel Manado),” JURHOS J. Perhotelan, 2022, [Online]. Available: https://stpmanado.ac.id/jurhos/index.php/jh/article/view/30

A. Elmadağ, A. Ellinger, and G. Franke, “Antecedents and Consequences Of Frontline Service Employee Commitment to Service Quality,” J. Mark. Theory Pract., vol. 16, pp. 95–110, 2021, doi: 10.2753/MTP1069-6679160201.

B. W. Furidha, “Comprehension of the Descriptive Qualitative Research Method: A Critical Assessment of the Literature,” J. Multidiscip. Res., vol. 2, no. 4, pp. 1–8, 2024, doi: 10.56943/jmr.v2i4.443.

Y. Li and S. Jiang, “A study on the influencing factors of tourists’ travel intentions: a configurational analysis based on fsQCA,” J. Hosp. Tour. Insights, vol. 8, no. 11, pp. 124–141, 2025, doi: https://doi.org/10.1108/JHTI-07-2024-0660.

T. Andriyono and N. Syahlevie, “Studi Prosedur Penanganan Barang Bawaan Tamu Oleh Bellboy Dan Dampaknya Terhadap Kepuasan Tamu Di Hotel Crowne Plaza Bandung,” J. EKBIS (Ekonomi & Bisnis), vol. 13, no. 2, pp. 80–85, 2025, doi: 10.56689/ekbis.v13i2.2283.

X. Wang, X. Wen, A. Paşamehmetoğlu, and P. Guchait, “Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance,” Int. J. Hosp. Manag., vol. 94, p. 102846, 2021, doi: https://doi.org/10.1016/j.ijhm.2020.102846.




DOI: http://dx.doi.org/10.52155/ijpsat.v58.2.8478

Refbacks

  • There are currently no refbacks.


Copyright (c) 2026 Nathaniel Nicolas Ryan

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.