How to make sure every hotel department uses SOPs daily?

To ensure every hotel department uses Standard Operating Procedures (SOPs) daily, you must make them practical, accessible, and an integral part of routine work. This involves getting your staff to help write them, designing them clearly, integrating them into daily communication, regularly reviewing them, and recognising staff who follow them.

Involve Staff in Writing and Designing SOPs

The first step in embedding SOPs is to involve the people who will use them. Ask your staff, from the front desk to housekeeping, from the kitchen to maintenance, for their input when creating or updating procedures. This ensures the SOPs are realistic and workable. When staff contribute, they understand the procedures better and are more likely to follow them because they have ownership. They can identify potential issues or inefficiencies that management might overlook, leading to more practical and effective procedures. This collaborative approach builds a sense of responsibility and commitment.

Once you have their input, design the SOPs to be concise, visual, and easy to understand for all staff levels. Avoid jargon and long, complex sentences. Use bullet points, flowcharts, and clear diagrams to illustrate steps. A well-designed SOP should allow a new team member to understand a task quickly, reducing errors and improving training efficiency. Keep them short, focusing on the essential steps and expected outcomes.

Integrate SOPs into Daily Routines

SOPs should not be documents stored away and forgotten. Make them a regular topic of discussion. Integrate SOPs into daily briefings and shift handovers. For example, during the morning briefing, a department head can highlight a specific SOP relevant to the day's operations or a recurring challenge. During shift handovers, staff can discuss how specific procedures were followed or if any deviations occurred and why. This constant reinforcement keeps SOPs at the forefront of everyone's mind and helps new staff learn them quickly. It also provides a natural forum for clarifying any misunderstandings or addressing questions about procedures.

Consider having quick reference guides or checklists derived from the full SOPs available at workstations. For instance, a small card outlining the check-in procedure can be kept at the front desk, or a checklist for room cleaning can be in each housekeeping trolley. This makes it easy for staff to refer to the correct procedure during busy periods without having to consult a lengthy document.

Regular Review and Updates

The hospitality industry changes, and so should your procedures. Implement a system for regular review and updates of SOPs based on feedback from staff and guests, changes in regulations, or new technologies. This shows staff that their input is valued and that the procedures are living documents, not static rules. Schedule annual or bi-annual reviews for all SOPs, but also allow for ad-hoc updates when necessary. Encourage staff to report any instances where an SOP was difficult to follow or led to an inefficient outcome. This feedback loop is essential for continuous improvement.

When an SOP is updated, ensure all relevant staff are informed and trained on the new version. Simply changing a document without communicating the change is not effective. Hold brief training sessions or circulate clear summaries of changes to ensure everyone is aware and understands the revised procedure.

Recognise and Reward Compliance

Finally, recognise and reward staff who consistently follow SOPs. This reinforces the importance of the procedures and motivates others to do the same. Recognition does not always need to be financial. A simple mention in a team meeting, a thank you from a manager, or a small certificate can go a long way. Highlight examples of staff members who demonstrated excellent adherence to procedures, especially when it resulted in a positive guest experience or prevented an issue. This creates a culture where following procedures is seen as a positive and valued aspect of their work.

By involving your team, designing clear and accessible procedures, integrating them into daily operations, maintaining a system for review, and recognising good practice, you can ensure that SOPs become a natural and effective part of your hotel's daily life.

To get started with comprehensive procedures, the DolceVita SOP Library offers 200 hotel SOPs across fifteen departments. You can purchase one procedure for €99, one department for €490, or the complete library for €1,990. Bespoke procedures start from €290.

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