Implementation of the Green Housekeeping Concept to Enhance Eco-Friendly Service Quality at Hotel Tunjungan Surabaya

Abstract

 This study aims to conduct an in-depth analysis of the implementation of the "green housekeeping" concept at Hotel Tunjungan Surabaya, evaluate its impact on service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy), and formulate an optimal operational integration model. A qualitative approach with a case study design was employed. Primary data were gathered through in-depth interviews with management, operational staff, and guests using purposive sampling, complemented by secondary data, field observations, and document analysis. The findings indicate that green housekeeping practices at Hotel Tunjungan Surabaya encompass energy and water conservation, the substitution of eco-friendly amenities, the use of eco-friendly chemicals, and a unique solid waste management system. This implementation was rated highly and consistently, adding value to service quality particularly regarding tangibles, reliability, and responsiveness without compromising customer satisfaction, notably through a linen reuse program supported by transparent guest information (compendiums). In conclusion, the transition to eco-friendly operations was successfully aligned with guest comfort expectations through smart material substitution strategies that did not infringe upon basic consumer rights. The primary challenges encountered were external specifically, limited local suppliers and the high cost of eco-friendly products which were addressed by expanding the network of competitive third party partnerships.