Hotel SOP template

List the hotel's departments, name one person who owns the SOPs for each, and choose the first routines to document by how often they happen and how often they go wrong.

Use a checklist for linear tasks, a playbook for situations that branch, and a log for checks that repeat, and note which format each routine gets.

List the desk steps for arrival and departure in order. Do not use any registration or identity step until a qualified reviewer has checked it for your location, since rules differ by place.

Design a checklist that records outstanding actions and their owners, with no guest identifiers, room-access details or cash amounts; point staff to the hotel's access-controlled systems for the underlying records.

For each type of complaint, such as noise, cleanliness or billing, state who decides, what may be offered and when to escalate, and add a branch that sends any safety or emergency situation through the property's approved procedure.

Set out what the desk does when a room is not ready or cannot be given, including who may approve an alternative and how the guest is told.

List the cleaning order for each room type and a separate short inspection checklist the supervisor uses, with cleaning methods taken from the hotel's own standards.

Define who updates the hotel's authoritative room-status system, when the desk must check it before assigning a room, and how a mismatch between desk and housekeeping is escalated.

Define a log for each repair with room, issue, urgency, assignee and dates, and give each urgency level an owner, an escalation trigger and a rule for taking an affected room out of service.

List the areas to inspect and assign owners. Have the property's responsible safety or maintenance professional set the checks, frequencies and escalation routes for safety-critical items under local requirements before scheduling them; use weekly tasks only where that frequency is approved.

Ask each department head to brief every shift on the approved version of their routines and to record who attended, so each person hears it from their own lead.

Review a week of handover, complaint and maintenance records where they are kept, note where people skipped or stretched a step, and choose the three changes that would help most.

Put a review of the whole SOP set on the calendar every quarter, and name the person who triages staff suggestions before each review and decides which are taken forward.