Do the Hygiene and Sanitation Can Improve Service Quality, a Case Study at Cakrawala Restaurant Aryaduta Hotel Manado

Abstract

Hygiene is a preventive measure focused on individual health, whereas sanitation places greater emphasis on operational activities, many of which are commonly carried out in restaurants or hotels. During the COVID-19 pandemic, the implementation of these measures in the hospitality industry was extremely strict; however, following the end of the pandemic, public confidence has increased. These practices seem to have been neglected. This is evident at one of the restaurant outlets of the Aryaduta Manado Hotel, where numerous complaints have arisen, all related to hygiene and sanitation practices. The objective of this study is to analyze the implementation of hygiene and sanitation in improving service quality at the Cakrawala Restaurant. This study employs a qualitative descriptive method to depict the actual situation. The data used in this study consists of primary and secondary data obtained through interviews and observations during the research period. Interviews were conducted with 5 guests, referred to as informants. Observations were carried out using a checklist. The checklist was developed by observing the daily activities of the staff. Based on the research results, this industry has not fully implemented practices in accordance with applicable standards. Therefore, improvements and changes to the restaurant’s operational SOPs at the hotel are necessary.