DIGITAL GUIDE
Why SOPs don’t show up on the floor?
or five mistakes that turn standard operating procedures into a useless document.
Real-life example.
Standards are supposed to protect service consistency. But too often, it turns into “must-have” document that no one uses or follows.
I’ve experienced this myself, as a guest on two occasions. Same hotel, same room category, two completely different stays:
Stay #1: silent check-in, no information about breakfast, was not even asked to sign the registration card. However, spotless room, with a coffee machine and amenities all set, as the web description promised.
Stay #2: check-in was smooth, receptionist did everything right, was very welcoming and engaging — but the room was dirty, missing items, and no coffee machine. Maintenance came to fix the internet when I called about the air conditioner.
Clearly, this chained hotel had standards. But they weren’t alive in daily operations. And that’s exactly what frustrates guests — they never know what to expect.
So why do SOPs fail to show up on the floor? And more importantly, how can you fix it?
Mistakes
-
Problem: Some hotels & restaurants simply don’t have documented standards. Service then depends on each employee’s personal habits, experience, or mood.
Fix:
Start small: write SOPs for your biggest guest touchpoints first (check-in, room prep, restaurant greeting).
Be specific. Don’t write “be welcoming.” Write: “Smile, make eye contact, greet guest by name if known.”
Share them with your team in bite-sized, easy-to-use formats (checklists, cards, or a short video).
-
Problem: Irrelevant procedures that don’t fit your operation. Or worse, robotic scripts that ruin natural interaction.
Fix:
Audit your current SOPs. Ask: Does this reflect our brand? Is it realistic in our operation?
Cut rules that don’t make sense
For service interactions, define intent (e.g. “make guest feel reassured about their choice”) but let staff personalize their words.
Role-play scenarios so staff practice adapting responses instead of rigid scripts.
-
Problem: SOPs written as 250-page manuals or vague phrases no one can use.
Fix:
Reformat into step-by-step checklists (1,2,3).
Use visuals where possible — e.g., photos of correct room setup.
Create “micro-SOPs” if the procedure is too complex.
Keep language simple and active: “Offer breakfast options” vs. “Staff should consider informing guests…”
-
Problem: Staff are asked to “read and sign.” But handing someone a binder or a huge PDF manual and asking for a signature isn’t training. And just because you told or briefed your team once doesn’t mean they understood.
Fix:
Train standards on the floor. Show → practice → feedback.
Build repetition: refreshers in daily briefings, quick role-plays, short videos.
Celebrate when standards are followed well — recognition motivates more than reminders.
Pair new hires with strong role models, so learning happens by doing. Aligning performance across all team members is crucial for consistency.
-
Problem: New SOPs are issued, but no one checks if they’re being followed. Here’s the formula: develop → train → monitor → retrain → repeat.
Without monitoring, standards don’t reflect in actions.Fix:
Use daily checklists — quick to tick, impossible to ignore.
Assign supervisors to spot-check 2–3 standards every shift (not a full audit, just quick touches).
Close the loop: if someone slips, retrain right away. Don’t wait for the next complaint.
Track results: link SOP compliance to guest feedback, CSI, or NPS so the team sees the bigger picture.
Turn It Into A Tool
SOPs have no value if not used utilized properly. They’re about making service predictable, reliable, and repeatable. If they don’t reflect in operations, or important steps are skipped, may be the problem isn’t your team — it’s how the standards are written, trained, and reinforced.
To help you build structured, clear SOPs we are rolling out an SOP builder soon. If you’re looking for training formats that are quick, engaging, and practical — see how our custom e-learning can help support your daily branded training.