Standard Operating Procedure is a standard or reference that becomes a standard in carrying out duties and responsibilities for each employee in all hotel department. Generally, operational standard from each hotel and another pretty much the same, depending on star level from the hotel.

Standard Operating Procedures were created to aim of providing boundaries for employees of each department. These are also used as a reference for what punishments an employee receives for acting or violating established standards.

Hotel with a good Standard Operating Procedures can protect employees, guests, and all existing building structures and facilities.

What is The Benefits from Standard Operating Procedure?

The benefits of having Standard Operating Procedures are as follows:

  • As a benchmark or reference in work for all employees of the hospitality department so that they can carry out their jobs based on their responsibilities
  • As a measure of the value or existence of a job or as a barrier to a job so that it does not deviate from the standard.
  • Provide written understanding for both new and existing employees which are also used as learning material to support work.
  • At some case, the standard is often used as a comparison from one hotel with another as a reference in applying work discipline.

Standard Operating Procedure

What Things You Should Considered?

Often times, some problems occur without a clear reference on how to deal with it. To make a good Standard Operating Procedure, a company must be able to see what possibilities that might happen in the future and what is the best solution for each problem.

Before start making a good Standard Operating Procedure, these are several things you need to consider:

How Well You Know Your Work Environment?

Problems often occur when you don’t know your work environment well. For example, what facilities are available? How do you prepare existing facilities before use? How to properly maintain the facility? Who is responsible for repairing the facility?

The same thing also needs to be applied when dealing with your employees. For example, what are the rights of an employee? What are the obligations of an employee? What if an employee doesn’t fulfill his obligations?

Identify each area, task, and role of each entity that exists properly. This will make it easier to decide what kind of Standard Operating Procedure that suits with the work environment the most.

What are Do’s and Don’ts While Facing the Guest?

For employees who interact both directly or indirectly with visitors, it is important to apply the existing standards. This concerns, what must be prepared before serving the guest? What attitude should be shown when taking the guest requests? What standards should apply in the production area?

It should also include standards of neatness in dress and make-up. Or, you can make a standard on how welcoming visitors? How to greet visitors when they arrive? How do you greet visitors by phone?

What is The Employees Opinion about the Standard?

Employees are also an asset of the company that is no less important. For the hospitality industry, which most of the working activities are related to visitor services, it is mandatory for all employees who work to understand the standard operating procedures when directly interact with visitors.

However, sometimes, some of the existing standards are not suitable or applicable to certain visitors. For the standard roles of employees needed to make sure, is there anything that can be applied in the field? Are new standards needed to replace or improve existing standards? How will the operational procedures give impact on providing services to visitors?

This can be asked directly to employees who face the visitors all day all time. Incompatible standard procedures should be removed immediately to avoid unwanted problems.


ALSO READ : Types of Guest in Hospitality Industry, How to Deal With It?


Who is The Main Target of the Standard?

Each standard has different main targets. The rules that are used to solve one problem cannot be used to solve another problem.

For example, if the main target of this operating standard is employees who work, then the standards that are made must pay attention to, what are the things that should be employees’ attention when starting work? What are the terms and conditions for employees to obtain their rights? And don’t forget, will this standard be burdensome for employees if applied? Remember, a good company will not set standards that make it difficult for employees.

In What Situations are The Standards required for?

Things that must be considered when making operational standards are, for what situations and conditions this standard is needed. This is to ensure that all employees who work understand the actions that must be taken when certain conditions occur, and continue to work according to the rules.

For example, what action should be taken when there is a fire or a natural disaster? What should employees do to ensure the safety of visitors?

How The Standards Conforming to The Surrounding Culture?

The last thing that is no less important when making a SOP is getting to know the culture or traditions that exist in the environment where the hotel stands. It is possible that cultural differences and norms that apply to a place are a problem that must be faced by a company, including hotels. This difference will certainly affect how to serve visitors, starting from how to provide services? Are there any differences in language or habits?

This is to avoid clashes between the hotel and the surrounding community. Thus operations can still run smoothly and be accepted by its existence in the community.


Step by Step, Making a Standard Operating Procedure!

After considering the purpose of an SOP and what points should be included, then now you’re ready to start making SOP. Every company, including hotels, has different regulations depending on their individual needs.

Following are the steps in making the SOP to be effective and right on target:

  • Forming a Specific Team to Create Standard Operating Procedure

The first step that must be taken is to form a special team to plan the SOP. Generally, this team consists of the General Manager, Support Manager, and other parties that are directly related to the SOP to be made.

Each member of the drafting of this SOP must understand correctly their respective duties and responsibilities, and be familiar with the work environment well. So that the result of this SOP is right on target and can be a solution to existing problems.

  • Arrange The Working Stages

After creating a team and compiling the goals of the SOP, the next step is to make stages in working on the SOP in detail.

This stage usually starts with direct observation into the field about what things are needed and observing what things might happen. After that, the results of these observations can be discussed together in a discussion forum until this SOP is deemed applicable.

  • Conduct Standard Operating Procedure Simulation

Simulation is part of the stages of working on the SOP. Before being implemented in the work environment, an SOP must have the authority of the leadership, so that it can be used as a rule which legality can be accounted for.

Therefore, an SOP must first be simulated according to the prevailing conditions. With this, it will be easier to make revisions if there are points that are deemed inappropriate.

  • Evaluation and Improvement

Rules that are not in suits the conditions and situations that applied in the work environment must be corrected immediately or replaced with new rules. If necessary, re-simulate until the SOP is deemed appropriate and able to solve the existing problems.

  • Approval for The Standard Operating Procedure

After all the points in the SOP have met the existing needs, the next step is to ask the company leader approval to sign the SOP that has been made. Generally, the ratification of the SOP is signed by three divisions, such as the division that creates or has direct interest in the SOP, division that checks the rules, and the highest management in the company.

  • Socializing The Standard Operating Procedure

The final step in making SOP is to socialize the rules that have been made to all the employees concerned. This can be done with verbal or written announcement, or by direct practice in the work environment. Make sure all employees understand every point, and what penalties they get for breaking the rules.

Standard Operating Procedure

After an SOP has been made, don’t forget to always keep an eye that the SOP is implemented properly, and continue to monitor its implementation. If a standard is found that is not appropriate, immediately evaluate and update it with a new standard to ensure operations continue to run.

Hotel with good standard operating procedures can protect employees, guests, and all existing building structures and facilities. This also ensures the hotel to stand strong from all possibilities because the Standard Operating Procedure have been made to cover all existing operations.