Standard Operating Procedures

The client

An aspiring luxury brand operator.

What did Hotel Solutions Partnership achieve for the client?

At the end of this process, the client possessed a set of agreed and comprehensive Standard Operating Procedures appropriate to the proposed Luxury repositioning of the brand. The SOPs will form the basis of the many training, induction and development plans that can then be designed and delivered henceforth and through which the level of service and product can be upgraded to Luxury. The approach provided for the certainty of success against the current goals and the comfort that the momentum of change could be maintained.

Background

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.

Project objective

Within a 13 week period research, write and edit about 750 separate SOPs.

Project scope

For all front of house and back of house processes, to describe the objective, procedure and provide all cross referencing.

Methodology

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.

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Associated Experts

Associated Areas of Expertise

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Standard operating procedures Read more >

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