Analisa Beban Mental Karyawan Menggunakan Nasa - Tlx Rooms Division Prime Plaza Hotel Kualanamu
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Summary
This study analyzes the mental workload of employees in the Rooms Division of Prime Plaza Hotel Kualanamu, Indonesia, to address declining service quality linked to excessive work demands. The research was motivated by the significant impact of the COVID-19 pandemic on the hospitality industry, which forced many hotels to reduce operational costs by downsizing staff. At Prime Plaza Hotel, the total workforce decreased from 95 employees in 2019 to 59 in 2021, with notable reductions in the Front Office and Housekeeping departments. This staffing reduction increased individual workloads, potentially leading to mental fatigue, stress, and reduced service performance. The study aims to quantify this mental workload to provide management with data-driven recommendations for improving workload distribution and maintaining service standards. The researchers employed the NASA Task Load Index (NASA-TLX) method, a subjective assessment tool developed to measure mental workload across six dimensions: mental demand, physical demand, temporal demand, performance, effort, and frustration. Data were collected from 18 respondents within the Rooms Division, comprising staff from both the Front Office and Housekeeping departments at various hierarchical levels. The methodology involved respondents rating their perceived workload on each dimension and assigning weights to these dimensions based on pairwise comparisons. The final Weighted Workload (WWL) score was calculated by multiplying ratings by weights, summing the products, and dividing by the total weight. Scores were interpreted according to established NASA-TLX classifications, ranging from low to very high workload. The results indicated that all 18 respondents experienced a "Very High" mental workload, with WWL scores ranging from 69.67 to 100.00. Specific findings revealed that Housekeeping Supervisors and Security personnel reported the highest scores (100.00 and 99.33, respectively), indicating extreme mental strain. Front Office staff also reported high scores, with the FO Supervisor scoring 82.67. The high scores across all six indicators suggest that employees felt significant pressure regarding mental and physical effort, time constraints, and frustration levels. The data confirm that the cost-cutting measures implemented during the pandemic have resulted in unsustainable mental workloads for the remaining staff, directly correlating with the observed decline in service quality. The study concludes that the current staffing levels are insufficient to maintain optimal service quality without causing severe mental fatigue among employees. To mitigate these issues, the authors recommend that hotel management implement targeted interventions. These include providing additional training for supervisors and staff in both the Front Office and Housekeeping departments to enhance work efficiency. Furthermore, the study suggests recruiting additional workforce in specific areas, such as reservations, drivers, and security, to alleviate the excessive burden on existing employees. By addressing the root causes of high mental workload through better resource allocation and training, the hotel can improve employee well-being and restore service standards.
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| Stage | Outcome | Tool | Model | Prompt | Attempts | Completed |
|---|---|---|---|---|---|---|
| discover | success | Crossref | — | — | 1 | 2026-08-09 |
| archive | success | canonical_url | — | — | 1 | 2026-08-09 |
| extract | success | pdftotext | — | — | 4 | 2026-08-10 |
| clean | success | clean | — | — | 2 | 2026-08-10 |
| chunk | success | chunk | — | — | 2 | 2026-08-10 |
| embed | success | embed | Qwen/Qwen3-Embedding-8B | — | 2 | 2026-08-10 |
| promote | success | — | — | — | 1 | 2026-08-09 |
| summarize | success | llm | qwen3.6-27b-nvidia | summ-v5 | 2 | 2026-08-10 |
| tag | success | vector_similarity | — | — | 17 | 2026-08-11 |
| verify | success | — | — | — | 2 | 2026-08-10 |
Summary generated by qwen3.6-27b-nvidia on 2026-08-10; verification: verified.
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- Empirical Findings: self report data