Hotel Operating Manuals
Hotel Operation Manual
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Standard Operating Procedures take a long time to complete, since in order to be successful they need to be tested and evaluated extensively. Sterling Hospitality SOP’s have been developed over many years of hands-on experience in the International Hospitality arena and have been tried and tested in the last 30 years in over 70 new and existing Hotel and Resort properties. In the hotel industry where excellent, consistent service is a key factor in success, Standard Operating Procedures, Standards of Performance, or SOPs, play an important role. Identification. A hotel's standard operating procedure sets out the policies and protocols of a hotel in a written format that's easily accessible to hotel employees. A typical standard operating procedure has three parts: a purpose, or the clearly stated task the SOP details and what its expected results should be; a procedure, or step-by-step guide to tackling the task; and resources, including hotel staff, other employees or management and databases or other references.
Function. A hotel standard operating procedure's purpose is to improve guest experience. Standard operating procedures do this by educating and training hotel staff on the best way to deal with a given situation, from service skills to fielding guest complaints to handling fire drills. By creating a guest service structure that's consistent and clearly thought out by top management, hotels can ensure a positive guest experience. Types. Hotels might use several different types of standard operating procedures. Tool procedures focus on specific tasks that hotel staff have to deal with.
Tool procedures cover tasks that hotel staff are likely to have to fulfill every day, such as outlined in their job descriptions, as well as rare circumstances, such as fire alarms sounding or elevator malfunctions. Rule procedures (policies & procedures) help hotel staff deal with potentially tricky situations. Rule procedures may cover acceptable employee conduct, such as whether an employee can accept a cash tip from a hotel guest. Rule procedures also may cover guests in sensitive areas such as signs of smoking in a nonsmoking room or a declined credit card. Job procedures (job descriptions) clearly outline an employee's role and responsibilities within the hotel so that expectations are clear. Benefits. Standard operating procedures benefit hotels in a number of ways.
In the competitive hotel industry, a standard operating procedure ensures that a hotel keeps the promises made in its marketing materials and advertisements. Standard operating procedures also ensure that guests get the same treatment each time they visit the hotel through consistent service levels. A thorough SOP can help employers with posting future job openings and maintaining set standards because each employee's role is clearly outlined. Having SOPs also provides a foundation for hotel employees' performance evaluations. Find out more about our.