Every hotel has standard operating procedures (SOPs). But let’s be honest, how many of them actually get followed properly and consistently.
Too often, SOPs live in dusty binders, in someone’s head, or forgotten folders. They're written once and never revisited. Or worse, they’re unclear, inaccessible, or simply ignored. And when that happens, the impact is felt across the business: inconsistent service, costly errors, compliance risks, and unhappy guests.
But it doesn’t have to be that way.
In this guide, we’ll walk you through how to create SOPs that your hotel staff actually use, not just read once and forget. From daily room checks to emergency procedures, we’ll explore how to build living SOPs that support your operations, enhance staff performance, and improve the guest experience.
Why Are SOPs So Important in Hospitality?
Let’s start with the big picture. Standard Operating Procedures in hotels aren’t just nice-to-have, they’re critical for:
- • Training and onboarding: SOPs give new hires a clear roadmap for success.
- • Consistent guest experiences: Procedures help maintain brand standards across locations and teams.
- • Operational efficiency: SOPs reduce decision fatigue and streamline task execution.
- • Emergency response: Clear, accessible instructions are vital in high-stress situations like fire alarms or guest injuries.
- • Legal and safety compliance: Documented procedures protect your hotel from lawsuits and liability.
The data backs this up:
According to Schoox, only 24% of frontline hospitality workers feel adequately trained, and 40% are unsure of their job expectations, highlighting a critical gap that proper SOPs can close.
Also, a 2023 study by McKinsey found that frontline employees in service industries waste up to 30% of their time searching for the right information or asking how to do a task — time that could be saved with well-structured SOPs.
SOPs aren’t just about efficiency, they’re about empowering staff, protecting your brand, and delivering consistently exceptional guest experiences.
The Problem with Most Hotel SOPs
Before we get to how to fix them, let’s call out the common challenges:
- • They’re outdated: Written years ago and never reviewed.
- • They’re hard to access: Stored in folders, binders, or someone’s email.
- • They’re too long: Filled with jargon and not skimmable.
- • They’re disconnected from the real workflow: Staff don’t know where or how to find them at the moment they need them.
- • They lack visual guidance: Text-only documents miss the mark in a mobile-first workforce.
Real-world example: Before Snapfix
At one European hotel group, critical SOPs, like how to handle VIP room turnovers or report maintenance issues were passed down verbally, scribbled on whiteboards, or buried in paper binders.
One housekeeping team cleaned to five-star standards, while another skipped key steps, not from negligence, but simply because they didn’t have access to the same guidance. This led to guest complaints, inconsistent service, and frustrated staff.
After implementing Snapfix, everything changed.
“We use Snapfix to manage all our Standard Operating Procedures; from cleaning checklists and maintenance procedures to fire safety and lost property protocols. Everything is easy to access, right on our phones. The team knows exactly what to do, when to do it, and how to do it. There is no more guesswork or chasing instructions.” — John O’Grady, Hotel Manager
With SOPs now embedded into daily tasks in Snapfix, team members follow consistent procedures every time.
The result? Less supervision, fewer errors, and a noticeably smoother guest experience.
Check out the full case study here
What Makes an SOP Actually Useful?
Here’s the framework for SOPs that get followed, not forgotten:
1. Keep it short and visual
Use bullet points, images, checklists, and videos. The average attention span is 8 seconds. Your SOP should be scannable at a glance.
2. Make it mobile-accessible
If your SOP is only on paper or locked in a desktop folder, it won’t be used. Make sure staff can view SOPs on their phones, ideally inside the Snapfix app. You can create a specific group and upload these so staff can access them at any time.
3. Tie SOPs to real-world tasks
Attach SOPs directly to specific workflows, like daily inspections or maintenance tasks so staff are prompted with the “how-to” at the moment of doing. This is ideal for new staff who are learning and don’t have to rely on others. It empowers them to progress at a quicker rate.
4. Update regularly
A living SOP library is one that evolves with your hotel. Schedule quarterly reviews to ensure each SOP reflects current tools, standards, and team structures.
5. Assign ownership
Every SOP should have an owner, this could be a department head or manager - responsible for keeping it up to date and ensuring it’s being followed.
What Are the Most Useful SOPs to Create for Your Hotel Team? (With Real Examples)
Here’s what that looks like in practice. These are common hotel scenarios where having clear, accessible SOPs in Snapfix makes a measurable difference, especially for tasks that don’t happen every day:
1. Medical Emergency Response
If a guest collapses or a staff member is injured, the emergency response SOP in Snapfix ensures everyone knows what to do. It includes:
- • Step-by-step actions (e.g. check breathing, call emergency services, notify manager)
- • Location of defibrillators and first aid kits
- • Internal and external emergency contact lists
Even new hires can act quickly and confidently with no panic or guesswork.
2. Lost and Found Protocol
When a guest leaves behind a personal item, a clear SOP eliminates confusion and risk. It outlines:
- • How to log the item using Snapfix (with photos and tags)
- • Where and how to store it securely
- • How and when to follow up with guests
This protects guest property and ensures a professional, trackable process every time. This is also a good way of earning trust and good reviews.
3. Fire Alarm or Evacuation Procedures
In a fire drill or real emergency, staff can instantly access:
- • Evacuation maps and designated routes
- • Assembly point locations
- • Department-specific responsibilities (e.g. floor sweeps, guest assistance)
Because it’s visual and mobile, there’s no scrambling for binders or printouts in the moment.
4. Deep Cleaning and Seasonal Tasks
Not every task is part of the daily checklist. Snapfix SOPs help staff manage recurring but critical jobs like:
- • Mattress flipping or headboard sanitation
- • Carpet steam cleaning
- • Kitchen extractor hood or behind-appliance deep cleans
These are scheduled and assigned in the app, so they’re never missed, and everyone knows the right process even when staff move on.
5. Guest Room Cleaning Standards
Cleanliness is non-negotiable, especially in the age of online reviews. SOPs in Snapfix ensure:
- • Consistent turnover routines across all rooms
- • VIP room-specific protocols
- • Final inspection checklists for supervisors
Photos, videos, and visual checklists help everyone follow the same high standard.
6. Front Desk Procedures
Your front desk sets the tone for the entire guest stay. SOPs support staff with:
- • Standard check-in and check-out processes
- • Upselling techniques and loyalty program enrollment
- • Conflict resolution and service recovery steps
Accessible SOPs reduce training time and help every shift deliver a consistent guest experience.
7. New Vendor Equipment Training
When new equipment is installed, whether it’s a minibar system, coffee machine, or keycard encoder, Snapfix stores:
- • Setup and usage guides
- • Quick-start video tutorials
- • Troubleshooting steps
No more relying on one person who “knows how it works.” Everyone can access the same guidance instantly.
8. Compliance and Audit Preparation
Whether it’s a brand inspection or a food safety audit, Snapfix helps hotels stay ready with:
- • SOPs aligned to inspection requirements
- • Photo documentation (e.g. cleaned equipment, temperature logs)
- • Timestamped task history for accountability
You’ll spend less time preparing and have peace of mind knowing you're covered.
9. Food & Beverage (F&B) Operations
From kitchens to room service, F&B teams benefit from SOPs that outline:
- • Hygiene procedures and allergen protocols
- • Plate presentation standards for events or VIPs or weddings
- • Restocking, equipment cleaning, and close-down routines
These SOPs help ensure compliance and consistent guest satisfaction even during busy service.
10. Maintenance Requests and Safety Checks
Even if handled by specialists, your team still needs to know the process for:
- • Reporting urgent maintenance issues
- • Following preventative maintenance routines (e.g. fridge checks, fire extinguishers)
- • Flagging hazards like leaks or broken tiles
Snapfix allows staff to follow the right steps and ensures nothing slips through the cracks.
In every case, the SOP is no longer buried in a cupboard or stuck in someone’s head. It’s available in real time, in the palm of your team’s hand empowering them to act confidently and correctly, every time.
How to Create SOPs That Get Followed: Step-by-Step
Whether you use Snapfix or not, here’s a simple 6-step process to create SOPs that work:
1. Choose a single process
Start small. Pick one recurring process that causes confusion or inconsistency like room turnover, guest check-in, or linen replacement.
2. Observe how it’s done today
Shadow staff or ask them to record how they currently do the task. You’ll often uncover undocumented steps or inconsistent practices.
3. Break it into clear steps
Use simple language. Write as if explaining to a new hire on their first day. Include timing, tools needed, and expected outcomes.
4. Add visuals
Photos, short videos, or diagrams make the SOP easier to follow. Staff retain 65% of visual content vs only 10% of text.
5. Upload or distribute accessibly
Use a digital platform like Snapfix or your property’s mobile communication tool. Avoid paper or PDFs in shared drives.
6. Train and reinforce
Use morning briefings and huddles to reinforce SOPs. Ask for feedback as staff buy-in is critical.
What Happens When SOPs Work?
When SOPs are clear, used, and integrated into daily operations, the payoff is big:
- • Time saved: Less time explaining tasks or fixing mistakes.
- • Happier guests: Consistent service means better reviews and repeat bookings.
- • Lower risk: Documented safety protocols help with insurance and legal defense.
- • Stronger brand: Especially for multi-location groups and franchises, SOPs ensure brand standards are met everywhere.
- • Higher ROI: Faster onboarding, better efficiency, and reduced rework directly impact your bottom line.
FAQs: Standard Operating Procedures in Hotels
Q: What is an SOP in hospitality?
A: A Standard Operating Procedure (SOP) is a step-by-step guide used to carry out routine operations consistently. In hotels, SOPs cover everything from housekeeping tasks to emergency protocols.
Q: How often should SOPs be updated?
A: At least quarterly. Assign ownership to department heads and review SOPs whenever you change vendors, tools, or team structures.
Q: What’s the best format for SOPs?
A: Visual, mobile-friendly formats with clear steps. Include checklists, short videos, or photos to improve clarity and retention.
Q: What tools help with SOP management?
A: Digital task management platforms like Snapfix make it easy to attach SOPs directly to tasks, track usage, and keep everything in one place.
Final Takeaway
Creating SOPs that actually get followed isn’t about adding paperwork, it’s about removing friction. When your hotel’s SOPs are accessible, actionable, and tied to real-world tasks, your team performs better, your guests stay happier, and your operations run smoother.
Start with one SOP. Make it visual. Tie it to a real task. Then scale from there.
And if you want to see how leading hotels are embedding SOPs into their daily operations with Snapfix, check out our case studies here.
Looking to optimize your SOPs? Speak with one of our product experts and we can get you set up in minutes.
