Hotel Standard Operating Procedures: Why an Ops Index Matters

Great guest experiences are made possible by well-run operations. Hotel standard operating procedures provide guidelines for staff to know exactly what to do for each guest touchpoint, whether it’s greeting the guest or turndown service. This makes delivering consistent service easier.

This guide explains what hotel SOPs are, why they matter, and shares examples from different hotel departments.

What is a Hotel SOP?

A hotel standard operating procedure (SOP) is a documented step-by-step guide for completing a specific task within hotel operations. Procedures could be written down for any function from check-in to room service delivery.

How detailed an SOP is can vary. They can be very specific or rigid with scripts for each guest encounter, or a general checklist. The level of specificity typically depends on brand and service level. For example, luxury hotels often have more detailed SOPs because they have higher service and brand standards, which makes consistency very important. Midscale and economy hotels, on the other hand, tend to have more flexible SOPs that focus on delivering the essential service in an uncomplicated way.

Hotel chains often provide their affiliated branded properties with operating manuals that can include very in-depth SOPs. This is to make sure all franchised or managed properties have similar and predictable branding and service. Many hotels expand or adapt these given guidelines to suit their specific location or property better.

Why Hotel SOPs Matter

Hotel standard operating procedures are crucial for running your property well. Having SOPs for the most impactful tasks in terms of guest experience in each department helps align your entire team around what “good service” looks like in practice. Benefits include:

• Consistent Service Delivery: SOPs make sure that there is uniform service quality across shifts and departments.
• Efficient Staff Training: SOPs are great foundations for onboarding new staff because they clearly outline the expectations and process for each task.
• Legal and Regulatory Compliance: When health and safety considerations and relevant regulations are part of guidelines, compliance is made simple for your staff. This also improves guest and employee safety.
• Competitive Edge: SOPs can (and should) go beyond outlining bare minimum chores and be used to differentiate your hotel from competitors. Define what makes your property special and emphasize those aspects in SOPs to enhance your service to create unique and memorable experiences.

Reliable service does not happen by chance. SOPs help your team deliver the right experience every time.

How to Create a Hotel Standard Operating Procedure

As established, SOPs have many benefits for your hotel. However, it is how the documentation process is approached that determines how practical the procedures are. Here is how to create top-grade hotel standard operating procedures.

Start With an Inventory of Current Practices

Begin by doing an inventory of what kind of procedures are already in place at your hotel. In established properties, there are often routines that everyone knows and follows, but that are not written down. These unspoken rules often need to be made formal.

Furthermore, assess which important processes are outdated or inconsistent, and determine which ones have the most impact on the guest experience or the efficiency of the team, so that you can tackle the actual important tasks.

The best way to understand existing procedures is to ask the people who run the daily operations – namely, your staff. Engage across departments to understand what steps they follow, where breakdowns happen, and what works well. The latter is often overlooked, but it is very important: if the good processes are not acknowledged, there is a risk that they get unnecessarily weeded out.

Pro tip: If your team regularly asks for clarification on a specific task, that is a sign that an SOP may be missing. Articulating the procedure for the task will also save your time in the future.

Clarify the Objective of Each SOP

Once you know which tasks need SOPs, it is time to define what the main goal of each one is. A good SOP reflects your operational goals and the guest experience you want to deliver.

Your SOPs should be aligned with your customer promise, which is what guests can expect from their stay at your hotel. For example, if your goal is to deliver personalized service, the SOP might include steps such as using the guest’s name during interactions or documenting preferences for future visits.

Furthermore, practices that support your business goals, such as client retention, could also be standardized through SOPs. For example, if you find out that clients are more likely to return if they are presented with the loyalty program during the check-in, include this as a step in your front desk SOP. This way, encouraging repeat stays becomes a standard routine for your team.

Document Clearly and Collaboratively

When you have defined the task and objective, the next step is to ensure that the SOPs are accessible. Work together with heads of department to outline each step in a logical way and use plain language to avoid unnecessary complexity. The SOPs should be in a format that makes them easy for team members to refer to when needed.

What Does an SOP Index of Operations Cover? A Hotel SOP Sample for Each Department

All departments have an essential role in ensuring smooth operations for your hotel. While SOPs may differ a lot from one property to another, here are examples of what they can cover for each department.

Hotel Front Desk Standard Operating Procedures

The front desk is one of the most important guest touchpoints, and in the case of limited-service hotels, it can be one of the only ones. The front desk function often has SOPs for check-in and check-out, and answering any guest queries, all while ensuring privacy and data protection. The procedure itself, however, will vary a great deal depending on whether the hotel is luxury or budget.

Standard operating procedure for guest check-in service:

• Welcome the guest with a smile
• Ask for the guest’s name and confirm the reservation by checking the booking system
• Confirm the reservation by asking for the guest’s name and checking the booking system
• Request identification and a credit card for verification
• Verify details of the stay such as dates, room type, rate, and special requests
• Have guests sign the registration form
• Assign the room and activate the key card
• Inform the guest about hotel facilities, breakfast times, Wi-Fi access, and other amenities
• Give directions to the room and offer assistance with luggage
• Wish the guest a pleasant stay and confirm if they need anything else
• Mark the guest as checked in the system

Hotel Housekeeping Standard Operating Procedures

The cleanliness of the rooms and property is one of the most impactful factors for guest satisfaction. Housekeeping often has SOPs for key processes such as room cleaning and turndown service.

Standard operating procedure for servicing occupied rooms:

• Knock and say “Housekeeping” before entering
• Check that the room is empty and safe
• Open curtains and windows if needed
• Take out the trash, dirty linen, and used items
• Wipe all surfaces and dust the room
• Clean the bathroom and replace towels and toiletries
• Vacuum or mop the floors
• Make the bed with fresh sheets
• Refill minibar, coffee, and room supplies
• Check that everything is ready and report any issues

Hotel Kitchen Standard Operating Procedures

Hotel Kitchen SOPs are built around the safety and cleanliness of the amenities. Other considerations are hygiene, equipment maintenance, food preparation, and storage.

Standard operating procedure for daily opening:

• Wash hands and wear proper uniform
• Check the cleanliness of the kitchen area
• Turn on lights, ventilation, and equipment
• Check fridge and freezer temperatures
• Restock ingredients and supplies as needed
• Inspect produce or meat for freshness
• Sharpen knives and check tools
• Prepare prep stations for service
• Review the daily menu or special items with the team
• Log all checks and report any issues

Hotel Management Standard Operating Procedures

Hotel management is responsible for the overall coordination of operations and maintaining service standards across departments. Management-related SOPs often include staff onboarding and offboarding, handling guest feedback, and adherence to regulations and brand guidelines.

Standard operating procedure for handling guest complaints:

• Make sure staff are trained to escalate complaints quickly to management
• Thank the guest personally for sharing the issue
• Let the guest explain without interruption
• Show empathy and take ownership of the situation
• Ask clarifying questions to fully understand the complaint
• Assess and decide on the most appropriate resolution
• Communicate the resolution clearly to the guest and offer goodwill if needed
• Ensure that the guest is informed that timely action will be taken to resolve the issue
• Follow up personally to confirm the guest is satisfied
• Document the complaint, resolution, and how it can be mitigated in the future

Room Service Standard Operating Procedures

Room service, when offered, plays an important role in shaping the in-room guest experience. The SOPs here are designed to deliver orders accurately and in a timely manner.

Room service delivery standard operating procedure:

• Receive the order clearly and confirm details
• Check that all food items are prepared to order
• Ensure trays and carts are clean and neatly arranged
• Double-check the order against the receipts
• Deliver the order within the promised time
• Greet the guest and offer to set up the meal
• Ask if they need anything else before leaving
• Thank the guest and leave
• Record delivery completion and return with the tray if needed

Hotel Spa and Wellness Standard Operating Procedures

Spa services offer guests an added layer of experience and relaxation during their stay. Spa SOPs are focused on hygiene and sanitation, product inventory, and amplifying guest experience.

Spa guest service standard operating procedure:

• Greet the guest and confirm appointment
• Offer water or tea while they wait
• Review the guest’s intake form and check for any health notes
• Escort the guest to the treatment room
• Explain the treatment process and confirm any comfort preferences
• Perform treatment professionally and on time
• Maintain privacy and cleanliness of the space
• Offer aftercare advice and product recommendations
• Escort the guest back to the spa reception and thank them for visiting

Best Practices for Implementing Hotel SOPs That Actually Work

The best-performing hotels treat their standard operating procedures as living documents that are built on research of best practices and data from their own operations. Below are the most important considerations for successfully implementing SOPs.

Make SOPs Data-Driven

While “data-driven” is the buzzword of the century, it is so important for the standardization process. Look at both external and internal data sources.

There is high-quality industry research on the optimal way to approach your operations, but maybe even more important is what you can gather from your own property from guest feedback and performance metrics, and how they correspond to your procedures.

Test and Refine

Just because an SOP looks good on paper does not mean it works in practice. Observe how procedures work in practice by running pilots and gathering feedback from staff. Amend any steps that create inefficiency or delay service.

Involve the Right People

Your department heads and staff are essential to the SOP creation process because they understand what it actually takes to complete a task under real conditions. Involving them makes the procedures more realistic from the start and ensures that the staff is on board with them.

Use SOPs as a Data Collection Tool

SOPs can be invaluable data generation tools. If tracking is made part of everyday tasks, data collection happens almost by itself without adding extra work.

For example, recording how long it takes to complete a housekeeping turnover or tracking how many guests accept an upsell at check-in can reveal trends that can inform revenue management decisions or improve the service.

Emma NÄPÄNKANGAS – M.Sc. Student in Hospitality Management at EHL and Hospitality Strategy writer. Connect with Emma on LinkedIn.

This article originally appeared on EHL Insights.