The Relevance of the CHSE Protocol in Current Hotel Operations: A Case Study of CHSE Protocol Implementation at the Restaurant of Savero Style Hotel Bogor

Abstract

The COVID-19 pandemic significantly disrupted Indonesia's hospitality industry, prompting the Ministry of Tourism and Creative Economy to introduce the CHSE (Cleanliness, Health, Safety, and Environmental Sustainability) protocol as a recovery instrument. As pandemic conditions have eased, however, questions have emerged regarding the continued relevance of this protocol in daily hotel operations. This study aims to identify the level of CHSE implementation and analyze its relevance to the restaurant's current operations at Savero Style Hotel Bogor. The research employed a qualitative case study approach, with data collected through structured observation of eleven CHSE restaurant guidelines and semi-structured interviews with the General Manager and Restaurant Supervisor in 2025; the analysis was guided by Relevance Theory and the SERVQUAL framework. The results indicate that only five of eleven CHSE items are consistently implemented (primarily basic hygiene measures) while six items are not, with five of these no longer considered relevant due to operational burden, added cost, and shifted guest expectations. Both employees and guests no longer regard CHSE certification as a positive image differentiator, suggesting the need to rationalize the protocol's structure rather than preserve its original form