Complete Hotel SOP Guide

🛎️ Section 1: Front Office – The Face of the Hotel

🎯 Objective:

To create a memorable first and last impression. You are the first point of contact. Your smile, grooming, and service attitude reflect the entire hotel.

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1.1 Guest Check-In SOP

Steps:

1. Stand up, smile, and greet the guest with a warm “Namaste sir/ma’am, welcome to [Hotel Name]”.
2. Verify booking in the PMS (Property Management System) or registration log.
3. Ask politely: “May I please have a government ID for check-in?”
   ✅ Accepted IDs: Aadhar, Passport, Voter ID, Driving License.
4. Fill guest registration card or confirm pre-filled data.
5. Mention room number and category: “You are in Room 204, Deluxe Room.”
6. Explain hotel services briefly:
   “Breakfast is complimentary and served from 7:30 to 10:30 AM. Wi-Fi login details are in your room.”
7. Issue keycard, call bellboy (if available) to escort guest.
8. Update guest details in PMS and file ID proof as per regulations.

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1.2 Guest Check-Out SOP

1. Greet guest: “Good morning sir/ma’am. Hope you had a pleasant stay.”
2. Check PMS for pending charges (F&B, laundry, etc.).
3. Generate bill – explain if needed: “This is for your two nights stay and two room service orders.”
4. Ask for payment – cash, UPI, card.
5. Offer a soft feedback question:
   “Was everything comfortable? Any suggestion you’d like to share?”
6. Thank them: “We hope to welcome you again. Please rate us on Google if you have a minute.”
7. Mark room as “Vacant – Ready for Cleaning” in PMS.

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1.3 Handling Guest Complaints

1. Listen fully – don’t interrupt.
2. Apologise sincerely: “I’m truly sorry for the inconvenience.”
3. Repeat the issue to confirm understanding.
4. Inform the concerned department immediately.
5. Follow up with the guest within 10–15 minutes.
6. After resolution, close the complaint in PMS or logbook.

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🧹 Section 2: Housekeeping – The Backbone of Cleanliness

🎯 Objective:

To maintain cleanliness, hygiene, and comfort at all guest and back areas. First impressions often come from the cleanliness of rooms and washrooms.

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2.1 Guest Room Cleaning SOP (Occupied/Vacant)

Daily Cleaning for Occupied Room:

1. Knock thrice and announce: “Housekeeping!”
2. Ask: “May I come in for room cleaning?”
3. Wear gloves, mask, and follow hygiene standards.
4. Checklist:
   • Bed making – linen change if needed.
   • Bathroom cleaning – mirror, WC, shower area.
   • Floor vacuum and mopping.
   • Restock amenities: soaps, shampoo, tea kit, tissue, water bottles.
   • Report damages or maintenance issues.
5. Thank guest before leaving: “Your room is ready, sir/ma’am.”

Vacant Room Cleaning:

• Deep clean all surfaces, under the bed, curtains.
• Sanitise remote, switches, phone, and handles.

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2.2 Public Area Cleaning SOP

• Reception, lobby, lift, restaurant – clean 3-4 times a day.
• Guest washrooms: Check hourly for cleaning, restocking tissue/soap.
• Use signboards: “Caution – Wet Floor” while mopping.
• Air fresheners every 3-4 hours.
• Dust bins: Cleaned before they are 80% full.

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2.3 Lost and Found SOP

• Immediately report found items to Supervisor.
• Fill details in Lost & Found Register: item, date, time, location.
• Hand over item to guest only after ID check and signature.

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🍽️ Section 3: F&B Service – Where Taste Meets Hospitality

🎯 Objective:

To serve food with grace, timing, hygiene, and a welcoming attitude.

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3.1 Restaurant Service SOP

1. Greet with “Good [morning/afternoon], welcome to [restaurant name].”
2. Seat guests as per preference (non-smoking, A/C, etc.)
3. Hand over menu and give 1-2 minutes to settle.
4. Take order: Confirm item, cooking style, spice level.
5. Serve water and cutlery.
6. Service Order: Starters → Main Course → Dessert.
7. Check back: “How is everything, sir?”
8. Clear plates on time, refill water proactively.
9. Offer bill and say: “Hope you had a good meal. Please do visit again.”

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3.2 Room Service SOP

• Answer call: “Room service, how may I assist you?”
• Note order carefully, repeat to confirm.
• Mention delivery time clearly (e.g., 25 mins).
• Prepare tray neatly, cover all dishes, use clean napkins.
• Knock and say: “Room service. May I come in?”
• Present bill and get signature if required.
• Remove tray after 1 hour or upon guest call.

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3.3 Banquet SOP

• Hall setup as per banquet event order (BEO).
• AV system tested 2 hours before event.
• Buffet line ready 15 mins before service.
• Steward team briefed about client requirements.
• Keep extra cutlery, plates, napkins on standby.
• Clean-up to begin only after client approval.

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🍳 Section 4: Food Production (Kitchen) – The Engine Room

🎯 Objective:

To maintain hygiene, safety, and taste while preparing food that meets guest expectations.

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4.1 Kitchen Hygiene SOP

• Staff to wear full uniform – apron, gloves, hairnet.
• Wash hands every 30 mins.
• No jewellery or open footwear.
• Raw and cooked items to be kept separate.

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4.2 Cooking SOP

• Follow portion and recipe cards.
• Use fresh ingredients – FIFO method.
• Cook to required temperature (esp. meat, poultry).
• Taste and check seasoning before passing to service.

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4.3 Waste Management SOP

• Separate wet (vegetable peels, food) and dry (packaging) waste.
• Use colour-coded bins with lids.
• Oil grease to be disposed safely (use trap, not sink).
• Clean work area after each shift.

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🔧 Section 5: Maintenance – Fix Before it Fails

🎯 Objective:

To ensure all hotel systems (plumbing, electrical, HVAC, etc.) are in working condition at all times.

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Daily Checklist:

• Test water pressure and geysers in random rooms.
• Check A/C, lights, fan, and elevator status.
• Log any issues and resolve on priority.

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Preventive Maintenance Plan:

• Weekly checks of pumps, filters, lights, exhaust.
• Monthly servicing of A/C, generators, lift.
• Emergency items: Keep 24×7 plumber and electrician contact handy.

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🔐 Section 6: Security & Fire Safety

🎯 Objective:

To ensure the safety of guests, staff, and property.

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Security SOP

• CCTV functional and checked daily.
• Entry for visitors post-10 PM only after ID verification.
• Keep visitor register at gate or reception.

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Fire Safety SOP

• Monthly inspection of extinguishers.
• Exit signs to glow at all times.
• Conduct mock drills every quarter.
• Know location of: extinguisher, fire alarm, emergency exit.

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👥 Section 7: Staff Grooming & HR

🎯 Objective:

To maintain professional appearance and positive work environment.

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Grooming SOP

• Uniform: Washed and ironed daily.
• Hair: Tied up neatly (for females), trimmed (for males).
• Shoes: Polished and closed-toe.
• No strong perfumes or visible jewellery.

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HR Practices:

• Clock in 10 mins before shift.
• Attend daily briefing.
• Maintain good team behaviour – no gossip or fights.
• Respect all guests and co-workers.

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📈 Section 8: Sales, Marketing, OTA

🎯 Objective:

To drive bookings, build relationships, and maintain visibility online.

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Sales SOP

• Respond to leads within 4 business hours.
• Send PDF quotation with property images.
• Follow-up with clients after 1 day and 3 days.

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OTA SOP

• Daily update of rates and room inventory.
• Respond to reviews within 24 hours.
• Monitor competitors and adjust pricing accordingly.

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💰 Section 9: Accounts & Admin

🎯 Objective:

To maintain financial accuracy and transparency.

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SOP:

• Daily cash tally with receipt file.
• All bills must include GST and signature.
• Vendor bills approved only after goods received and verified.
• Monthly financial report to be submitted to GM.

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✅ Conclusion: Why SOPs Matter

• They ensure consistent service, every day, for every guest.
• They protect the hotel’s reputation and avoid penalties.
• They help you grow as a hospitality professional.