Standard Operating Procedures
An aspiring luxury brand operator.
What did Hotel Solutions Partnership achieve for the client?
The original plan was that Hotel Solutions Partnership would facilitate a workshop detailing the 'How to' of development and writing of SOPs. It had been planned that the client's teams would then work to generate an estimated 700 SOPs.
However as the work approached, the client increasingly felt that Hotel Solutions Partnership should provide more assistance in the development and writing of the SOPs. After experimenting with the alternative it was realised that a better result would be realised if a more hands-on approach was quickly adopted and mobilised.
Consultants: Doug Fiedler, Duncan MacArthur and Larry Bowman co-led the assignment supported by Ian Graham and Mike Wrigley.
Within a 13 week period research, write and edit about 750 separate SOPs.
For all front of house and back of house processes, to describe the objective, procedure and provide all cross referencing.
We assigned Doug Fiedler, Larry Bowman and Duncan MacArthur to the team. The consultants started work in month one using an earlier operational review as a context plus knowledge of international hotel management best practice. In order to assure both parties that the writing and editing process would be robust, Hotel Solutions sent 50 example edited SOPs to the client for review after two weeks and a conference call was held with the client's team towards the end of week 4 to receive feedback.
This allowed Hotel Solutions to make agreed amendments to our approach during the rest of the writing and editing period. There was a further conference call at the end of week 8 to confirm with the client that the assignment was on track and to discuss matters arising and yet another after week 13 for final validation.
The scope of the editorial support was adjusted to recognise these changes in scope. Not only were the SOPs edited for grammar and spelling and layout, but they were also audited for alignment to the desired culture and behaviour requirements. This was done by Larry Bowman
Hotel Solutions released between 50 and 100 edited SOPs each week from week four onwards until all 750 edited SOPs were released by the end of week 13.
Please do contact us to discuss without obligation how we can help you.
Ian Graham: leads and contributes to complex advisory assignments for hotel owners and operators around the world, leveraging his deep understanding of the goals of the guest, the hotelier, the investor, the lender and the brand owner - and all this from a unique base of experience that has seen him working on hotel issues in more than 60 countries.Read more >
Larry Bowman: is a specialist in the 'people dimensions' of the international hospitality business, helping clients to achieve their strategic goals by making effective use of their people as a source of competitive advantage.Read more >
Doug Fiedler: provides advice in building quality, customer satisfaction and ROI for all aspects of food and beverage operations.Read more >
Duncan MacArthur: offers clients straightforward advice to improve all aspects of operational excellence in hotels, resorts and mixed use developments including those with leisure components such as Golf and SpaRead more >
Mike Wrigley: provides hotel consulting solutions across a wide range of technology issues including system research, start-ups, IT strategies, new-build infrastructures and project turnarounds.Read more >
Associated Areas of Expertise
Brand management Read more >
Change management Read more >
Finance Read more >
Food and beverage management Read more >
General management Read more >
Golf course, marina and other recreational facilities Read more >
Human resources Read more >
IT strategy and investment planning Read more >
Process improvement Read more >
Project management Read more >
Room management Read more >
Sales and marketing management Read more >
Service strategy and skills Read more >
Standard operating procedures Read more >