With vast experiences in Asia, Europe, and Middle East, we create customized training and development programs for the hospitality and service industries and assist in aligning every member of your team with your company’s vision, mission, and values.
Our services immensely reduce mistakes, lower employee turnover, increase productivity and profits, and build a sterling reputation for quality of your service. Our programs guarantee to strengthen your relationship with your employees and patrons—transforming your company into a great place to work and a great place to stay.
The Importance of Hotel Standard Operating Procedures
SOP’s Enable Your Hotel to Operate as a Well-Oiled Machine
Would you rather housekeeping took one hour or 20 minutes per room?
When new team members are hired would you rather have on board training took one week or one month?
Of course the answers seem obvious, but it’s shocking how much time and resources are wasted when best practices aren’t adhered to, or set in place to begin with.
Even if a few small procedures don’t have their own SOP’s yet, that could mean a sizable loss of revenue for your Hotel or Lodging company.
Don’t waste time reinventing the proverbial wheel. If you don’t know the best practice for something, seek out a resource who does. We at SPOT have thousands of procedures in our Library.
Consider your own experiences within the hospitality and restaurant industry – when you go out to dine, which restaurants do you prefer and why? When you yourself stay at hotels and resorts – which do you prefer and why?
Even think about the Century Link – why is it that a lot of people were having a miserable experience? Because their processes are not followed, does not fit their current procedures and the people working there are tied into that system, thus making them look they do not care. We as their customers suffer the most, on this lack of service process flow. Having terrible SOP’s is just as bad as not having them at all. How about McDonald’s, why people are going there all the time? Because people know what they will get every time they buy a burger, they know exactly how their fries, pies and burger are cooked. However, unhealthy their products may be, people expected to receive exactly the same thing as they ordered before.
Ability to Offer Guests Exceptional Experience
Another crucial reason why Standard Operating Procedures are necessary when dealing with the guest experience.
Why are the likes of Ritz Carlton, Four Season’s, Marriott, Hilton and Grand Hyatt brands are successful and highly sought after? Because guests know the exact experience they can expect to have, and it’s a consistently exceptional.
For many folks, being away from home has plenty of unknowns, but staying in a hotel doesn’t have to be one of them.
Having streamlined processes, decor, and hotel offerings provides comfort and familiarity for the guests, enhancing their experience and increasing the chance they’ll return. Guests’ who become partial to a brand of hotels, are also more likely to be vocal about their support, which will all contribute to your bottom line.
Some brands have remarkably perfected this system, that guests will even go as far as planning vacations around the locations of properties included in the brand. This is one reason to consider becoming part of a brand, if you aren’t already.
If you’re trying to develop a brand of hotels, one of the biggest challenges in quality control is how can you ensure that every single property is providing exceptional customer service and running at optimal ability? It is by following your up to date, well thought out & established Standard Operating Procedures.
Whenever there’s a quality issue, you can investigate which SOP’s weren’t being utilized, and solve the problem quickly.