As a hotelier, you understand the importance of providing a smooth and memorable guest experience. One way to ensure this is by establishing and following Standard Operating Procedures (SOPs).
In this guide:
How SOPs support your guest journey
The guest journey begins from the moment a potential guest learns about your hotel and continues until after they have checked out. By following established SOPs at each stage of the guest journey, you can ensure that all guests receive consistent and high-quality service, regardless of which staff member is responsible. SOPs are also a great basis for you to identify which processes to automate.
How to use Apaleo's templates to write your SOPs
We are rolling out guides on SOPs for critical touch points in your guest journey, starting with SOPs for your reservations department. Each guide contains two templates - one for an automated process, and one for a manual one. Choose the one closest to your process and customize it to reflect your setup - e.g. adding in details about the apps involved. At the bottom of each guide you'll find notes for the Apahero, with tips and resources for designing your process.
Best practices for rolling out SOPs in your hotel
- Involve all relevant departments in the writing process to ensure that SOPs are comprehensive and effective.
- Ensure that staff members know how to use the SOPs: use your Apaleo training hotel for staff to practice SOPs.
- SOPs should change over time as you optimize your process. Have a system in place for ongoing review and updating of SOPs as needed. Free tools you can use include Notion, Trello, and Google Sheets.