Evaluasi Kinerja Departemen Housekeeping dalam Meningkatkan Okupansi Hotel Rayz UMM

This study aims to evaluate the performance of the housekeeping department in improving occupancy rates at Rayz Hotel Universitas Muhammadiyah Malang. The research employed a qualitative approach with a case study method, utilizing observation, interviews, and documentation for data collection. The study focused on the implementation of Standard Operating Procedures (SOP), service effectiveness, and their impact on guest satisfaction and occupancy levels. The findings reveal that housekeeping performance have an impact on increasing hotel occupancy. The main challenges identified include room cleaning time exceeding industry standards (30–35 minutes per room), high workload during peak occupancy periods (above 80%), and insufficient ongoing staff training. These factors lead to delayed room availability, increased guest complaints, and decreased hotel ratings on Online Travel Agent (OTA) platforms. Analysis using the ServQual model, KPI, and SWOT indicates that improving operational efficiency, adopting digital housekeeping technology, and providing regular training are key strategies to enhance service quality and occupancy. In conclusion, optimizing housekeeping performance through SOP improvements, workload management, and technology utilization can increase guest satisfaction and sustain hotel occupancy in a competitive hospitality industry.