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Research Purposes. This study aims to investigate the influence of organizational agility on organizational performance in the hospitality industry. Research Methods The data analysis technique used is Structural Equation Modeling (SEM) with SmartPLS 4 Software to analyze the relationship between variables. The sampling technique used is non-probability on 105 employees/business owners in the hotel sector with 3-5 stars in Indonesia. Research Results and Findings. The findings show that organization agility does not possess any direct correlation with organization performance among starred hotels in Indonesia. Furthermore, positive and significant correlation from organizational agility to performance can be established through the mediatory of performance management system implementation and supportive organizational culture among the industry. The result of this study generates enticing implications towards hospitality business leaders.

To prevent the transmission of the Covid-19 virus, the hotel industry continues to improve, especially with regard to health protocols, therefore the Hotel has started implementing the Cleanliness, Hygiene, Sanitation, and Environment (CHSE) protocol, this protocol was created by the government to increase efforts to prevent and control transmission Covid-19 for the public in public places and facilities to prevent new clusters of transmission. The implementation of the CHSE protocol requires the readiness of all hotel employees to implement it. This research is a causal quantitative research that aims to see the readiness of star hotel employees in Surabaya, Malang, and Batu to implement changes seen from 4 dimensions, namely Self-Efficacy, Optimism, Hope, Resilience. This research was conducted by distributing questionnaires to 68 hotel employees, where the majority of respondents came from the F&B Service department 29 people (42.65%) and the Front Office 18 people (26.47%) F&B Culinary 11 people (16.18%), Housekeeping 6 people ( 8.82%), Security 4 people (5.88%). Data processing in this study uses the help of smart PLS 2.0. From the results of this study it can be concluded that 4 dimensions, namely Self-Efficacy, Optimism, Hope, Resilience have a positive and significant effect on employee readiness in implementing changes.

Cleanliness, hygiene, sanitation dan environment merupakan program dari pemerintah melalui Kementerian Pariwisata dan Ekonomi Kreatif terkait protokol kesehatan yang digunakan pada era kebiasaan baru. Penelitian ini bertujuan untuk melihat dampak dari penerapan Cleanliness, hygiene, sanitation dan environment sebagai faktor pembentuk kualitas layanan kepada kepuasan konsumen pada era kebiasaan baru pada hotel berbintang 5 di Surabaya. Jenis penelitian yang digunakan pada penelitian ini adalah kuantitatif kausal yang bertujuan untuk mengetahui kualitas layanan dari karyawan hotel yang diukur dengan 5 aspek yaitu tangible, empathy, reliability, responsiveness dan assurance. Penelitian ini melibatkan 69 responden masyarakat Surabaya yang pernah menginap di hotel bintang 5 pada era kebiasaan baru. Hasil penelitian ini menunjukkan aspek kualitas layanan yang berdampak positif signifikan kepada kepuasan konsumen adalah tangible, empathy dan assurance. Sedangkan responsiveness dan reliability berdampak positif tidak signifikan kepada kepuasan konsumen para era kebiasaan baru pada hotel berbintang 5 di Surabaya. Implikasi manajerial pada penelitian ini diharapkan pihak hotel dapat menerapkan protokol kesehatan dengan ketat serta menyesuaikan Standard Operational Procedure menjadi contactless. Penelitian ini juga menunjukkan perubahan persepsi konsumen yang tidak terlalu memperhatikan aspek layanan terkait interaksi secara langsung antara karyawan dan konsumen seperti reliability dan responsiveness, tetapi lebih memperhatikan aspek lain seperti tangible, empathy dan assurance terkait dengan protokol kesehatan.