Talking about improving hotel operations can´t go without addressing SOPs, which are at the heart of a hotel´s operations. They play a key role in making sure processes run smoothly and guests are provided with the best service, as consistently as possible.
Writing SOPs seems like an easy task at hand, but be careful, taking the cookie-cutter approach here could cost you dearly. We are mainly talking about two things here;
- Every hotel is different, make sure your SOPs reflect that. Some workflows might work well for one hotel, but require small changes to make it work perfectly for another;
- BRANDING!: making sure that your brand values are reflected in your SOPs is essential. It allows employees to adopt the values of your hotel and thereby communicate the brand message that you would like to portray much better to your guests.