Standard Operating Procedures
Whilst Brand standards are anchored in the “why”, providing the key lever for the hotel to deliver the expected guest experience, SOPs describe both the “what” and the “how”.
Standard Operating Procedures are often perceived as a bureaucratic task, reflecting an outdated view of their role. There’s a general understanding now that it’s vitally important for standards to remain relevant and current, offering clarity of expectation and making use of enabling technology for ease of reference and guidance.
When creating the content for SOPs, we often use a pictorial and/or diagrammatic approach, using graphics and other visual media to illustrate the procedure to be followed. This makes for simpler content that relies less on language and dense text.
Since we operate in an increasingly multicultural environment, the use of visual aids can be of benefit. They help address potential gaps, such as varying levels of education, comprehension of English and other languages, and the ethnicity of the target regions or countries where the company recruits or operates.
This approach allows operators, franchisees, management companies and their respective employees to implement SOPs in more consistently. It also creates a standards-based organisation, in which Standard Operating Procedures emphasise the need and importance of standards, together with competent leadership that holds individuals accountable for performing to an agreed standard and creates an environment where team members can excel.
Training people so they have the skills to deliver the consistent service quality guests expect is almost certain to add value to your hotel. At Hotels Solutions Partnership, we set up the framework for you to be able to carry out training via a rigorous ‘Train the Trainer’ programme.
With appropriate management support, by the end of the programme, your people will be able to:
- Recognise situations in the workplace where learning needs to take place.
- Design and carry out training to meet those needs.
- Identify the principles of standard setting and the use of the organisation’s SOP standards and system.
- Evaluate how effective the training has been.
We recommend that you train at least one Staff Champion per department, although larger, more complex departments such as Food and Beverage and Housekeeping may require more.
On completion of the training workshops, Champions will be responsible for leading the process within their departments, facilitating training sessions, supporting operational staff to modify and adapt the SOPs, and ensuring that the procedures specified within are effectively implemented.
Standard Operating Procedures & Training Programmes Case Studies