Homestay Standard Operating Procedures

1. Purpose

Ensuring that homestay services in the Bilebante Green Tourism Village are clean, safe, comfortable, and tourist-friendly, and that they reflect local culture and Muslim-friendly tourism values.

2. Scope

The operation of a homestay service, from preparation and guest reception to service during the stay, handling complaints, and cleanliness and evaluation.

3. Person in Charge

• Management of the Bilebante Green Tourism Village
• Homestay Coordinator
• Homestay Owner/Manager
• Homestay Service Team

4. Homestay Service Standards

A. Homestay Facility Standards

1. Homestays must be clean, tidy, and comfortable
2. Providing decent and clean beds
3. Providing clean bathrooms and access to clean water
4. Providing prayer supplies such as a qibla indicator
5. Providing trash cans
6. Providing good ventilation and lighting
7. A safe and comfortable homestay area for tourists
8. Does not offer activities that conflict with social norms or Muslim-friendly tourism

B. Guest Service Standards

1. The team must dress neatly and appropriately
2. The team must welcome guests warmly and politely
3. The team must maintain the cleanliness and comfort of the homestay environment
4. The team must provide information regarding:

• Homestay Facilities
• Schedule of Village Tourism Activities
• Homestay Rules and Regulations
• Local Culture and Customs in Tourist Villages
• Information on nearby places of worship and public facilities

5. Homestay Service Management Procedures

A. Homestay Reservations

• Plot:

1. Tourists are booking homestays.
2. The manager records the guests' identities, the number of guests, and the check-in and check-out dates.
3. The manager relays the order to the kitchen staff.

• Standard

1. Order information is recorded completely and clearly.
2. Room capacity is based on the number of guests.
3. The manager ensures that the rooms are ready before the guests arrive.

• Complaint Handling/Mitigation

1. If there is an error in the booking information → reconfirm with the traveler.
2. If the room is full → the manager will direct guests to another available homestay.

B. Persiapan Homestay

• Plot:

1. The homestay owner cleans the rooms and the surrounding area
2. The team prepares room supplies such as bed sheets, pillows, blankets, and towels
3. The team checked that the bathroom was clean and that there was water available
4. The team inspected the room facilities

• Standard

1. The room is clean and comfortable
2. The equipment and facilities can be used effectively
3. The homestay area is free of odors and trash

• Complaint Handling/Mitigation

1. If the equipment is damaged → it should be repaired or replaced immediately.
2. If the room is not yet clean → it will be cleaned again before the guest arrives.

C. Guest Check-In

• Plot:

1. The team welcomed the guests upon their arrival
2. The team assists with the check-in process and shows guests to their homestay rooms
3. The team explained the homestay facilities and rules to the tourists

• Standard

1. The service is provided in a friendly and polite manner
2. Guests receive clear information about the homestay
3. The check-in process went smoothly and quickly

• Complaint handling/mitigation:

1. If a guest experiences a problem with their room → coordinate with management immediately
2. If there are any missing facilities → the team will immediately provide them

D. Services During Your Stay

• Plot:

1. The service team monitors guests' needs during their stay
2. The team helps provide information on tourist attractions and guests' needs
3. The team keeps the homestay area clean every day

• Standard

1. The team was friendly and communicative.
2. The homestay area remains clean and comfortable
3. Tourists feel safe during their stay

• Complaint Handling/Mitigation

1. If there are complaints about service → management will address them immediately
2. If a facility malfunction occurs → repairs will be carried out immediately

E. Check-Out and Departure of Tourists

• Plot:

1. The team ensures that the check-out process goes smoothly.
2. The team is asking for reviews or feedback from travelers regarding the homestay's service
3. The team reminds tourists to check their belongings before heading home

• Standard

1. The service remains friendly until the tourists leave
2. Tourist reviews are recorded for evaluation purposes

• Complaint Handling/Mitigation

1. If any items are left behind → the manager will contact the tourist immediately
2. If a guest files a complaint → it is first resolved by the homestay team, then escalated to the coordinator if necessary

F. Cleanup and Evaluation

• Plot:

1. The team cleans the rooms and the homestay area after guests check out
2. Trash is sorted into organic and non-organic categories
3. The room's furnishings and equipment were tidied up
4. The manager conducted an evaluation of the homestay services

• Standard

1. The homestay area is clean and tidy again
2. Waste sorting is done properly
3. Evaluations are conducted after each guest service session

• Complaint Handling/Mitigation

1. If the area is still dirty → clean it again
2. If there are any service issues → they are recorded as input for future service improvements

6. Risk and Disaster Mitigation

Lampiran