Mandatory Hotel Certification: Implications for Quality and Operational Management

Abstract

This research expands the application of mandatory hotel certification to qualityand operational management, with a case study at the Indoluxe Hotel Jogjakarta,which is located at Jalan Palagan Tentara Pelajar 106, Ngaglik, Sleman, Yogyakarta.Hotel certification is an important requirement in the hospitality industry toensure consistent and continuous service standards. The aim of this research is toanalyze the impact of certification on quality management and hotel operationalefficiency. This research used a qualitative approach by using in-depth interviewswith the management of Indoluxe Hotel Jogjakarta and secondary data fromcertification reports. The research results show that the implementation ofmandatory certification at Indoluxe Hotel Jogjakarta has a positive impact on thequality management system. Certification helps hotels increase customersatisfaction through better and consistent service standards. In addition,certification provides guidance for hotel operational management, especially interms of human resource management, facility maintenance, and guest securityand safety. Nevertheless, there are challenges faced when maintainingcertification standards, especially related to higher operational costs anddemands to continue carrying out internal evaluations that also require high cost.However, certification has encouraged hotels to be more efficient in managingresources and daily operations, which ultimately increases the hotel'scompetitiveness in the market. This can also directly increase customersatisfaction, as the ultimate goal is to achieve less to zero complaints.