A Standard Operating Procedure (SOP) is a set of instructions that explains how to perform a specific task in a hotel. It ensures that departments such as the front desk, housekeeping, food and beverage, and maintenance carry out their duties consistently.
In hotels, SOPs provide staff with clear daily guidelines for their tasks. These cover processes such as checking guests in, cleaning rooms, handling complaints, and upselling services. They reduce errors, streamline training, and ensure consistent brand representation.
SOPs also facilitate interdepartmental communication and can be connected to PMS or task management systems to track task completion.
Standardising guest communication ensures that experiences remain predictable and reliable. For example, scripted check-in greetings or upselling prompts guarantee a consistent and professional tone across staff members.
Digital SOPs integrated into hotel management systems enable faster updates, automatic task reminders, and compliance checks. This improves operational performance and accountability.
