Unveiling the Factors Shaping Room Attendant Performance at the Westin Langkawi Resort & Spa
DOI:
https://doi.org/10.55927/wakatobi.v4i2.79Keywords:
Performance, Organizational Factors, Work Motivation, Reward System, AbilityAbstract
This research aims to analyze the factors influencing the performance of Room Attendants at The Westin Langkawi Resort & Spa by applying Gibson’s theory (2012), which categorizes performance drivers into three main factors: individual, psychological, and organizational. A descriptive quantitative approach was used, with a total sampling technique involving all 18 Room Attendants as respondents. Data were collected using questionnaires and analyzed descriptively by calculating the mean value for each indicator. The results reveal that organizational factors (mean = 4.09) have the greatest influence on performance, with the reward indicator being the most dominant (mean = 4.78). Psychological factors ranked second (mean = 4.08), where motivation emerged as the highest contributing indicator (mean = 4.83). Individual factors showed a mean score of 3.73, with ability being the most significant indicator within this category (mean = 4.22). These findings indicate that organizational support and motivational factors play a crucial role in enhancing the performance of Room Attendants in the hospitality industry.
References
Andrade, M. S., Miller, D., & Westover, J. H. (2021). Job satisfaction factors for housekeepers in the hotel industry: a global comparative analysis. International Hospitality Review, 35(1), 90–108. https://doi.org/10.1108/ihr-06-2020-0018
Ayu Suriyani, N. N., Darma Susila, I. M. G., & Suwitra Wirya, I. M. (2023). Analysis of Guest Room Service by Room Attendants in the Housekeeping Department. Jurnal Manajemen Pelayanan Hotel, 7(2), 775. https://doi.org/10.37484/jmph.070210
Baquero, A. (2023). Hotel Employees’ Burnout and Intention to Quit: The Role of Psychological Distress and Financial Well-Being in a Moderation Mediation Model. Behavioral Sciences, 13(2). https://doi.org/10.3390/bs13020084
Deiana, M., & Fabbri, C. (2020). Barriers to the success of female leaders in the hospitality industry. Research in Hospitality Management, 10(2), 85–89. https://doi.org/10.1080/22243534.2020.1869461
Gibson. (2012). www.penerbitwidina.com.
Kensbock, S., Jennings, G., Bailey, J., & Patiar, A. (2016). Performing: Hotel room attendants’ employment experiences. Annals of Tourism Research, 56, 112–127. https://doi.org/10.1016/j.annals.2015.11.010
Manurung, R. (2021). Enrichment: Journal of Management Guest Satisfication With The Room Attendant’s Performance At Hotel Inna Parapat In Handling Lost And Found Items. Enrichment: Journal of Management, 10(2), 590–601. www.enrichment.iocspublisher.org
Evita, S. N., Muizu, W. O. Z., & Raden Tri Wayu Atmojo. (2019). Penilaian Kinerja Karyawan Dengan Menggunakan Metode Behaviorally Anchor Rating Scale dan Management By Objectives (Studi kasus pada PT Qwords Company International). Pekbis Jurnal, 9(1), 18–32.
Prayogi, R., & Adhistyo Wijoyo, T. (2025). Room Attendant Performance in Hotel Service Quality: A Qualitative Exploration. International Journal of Business and Management Practices (IJBMP), 3(2), 137–150. https://journal.multitechpublisher.com/index.php/ijbmp
Ramadhan, R. ferdian, & Jatmiko, H. (2023). Peranan Room Attendant dalam Menunjang Pelayanan Kamar di Ascent Premiere Hotel and Convention Malang. Jurnal Pariwisata Dan Perhotelan, 1(2), 8. https://doi.org/10.47134/pjpp.v1i2.1901
Thoriq, N., Intiar, S., Jabbar, U. A., Maryani, T., Aryaningtyas, A. T., & Risyanti, Y. D. (2024). Performance Review of Housekeeping Room Attendant in Hotel Puri Garden Semarang. MSJ : Majority Science Journal, 2(3), 78–84. https://doi.org/10.61942/msj.v2i3.174
Velimirović, D., Velimirović, M., & Stanković, R. (2011). Role and importance of key performance indicators measurement. Serbian Journal of Management, 6(1), 63–72. https://doi.org/10.5937/sjm1101063V
Wahyudi, D. (2022). Analisis Kinerja Pegawai dalam Memberikan Pelayanan Publik di Desa Kolam Kecamatan Percut Sei Tuan Kabupaten Deli Serdang. Skripsi Universitas Medan Area, 1–79. https://repositori.uma.ac.id/jspui/bitstream/123456789/21440/1/198510060 - Agustina Manik Fulltext.pdf
