SOPs (Standard Operating Procedures) for Hospitality

Here is a detailed list of Standard Operating Procedures (SOPs) for managing short-term vacation rentals, resorts and hotels. These SOPs are designed to create consistent, high-quality operations across properties, whether you have 1 or 100+ units.

SOPs (Standard Operating Procedures) for Hospitality

1. Cleaning SOP

Purpose: Ensure consistent cleanliness and hygiene between every guest stay.

1. Pre-Clean Checklist:
   
   
   • Confirm guest has checked out.
   • Lockbox/key returned.
   • Document any guest damages.
2. Cleaning Process (Room-by-Room):
   
   
   • Strip all used linens and towels.
   • Disinfect all high-touch surfaces (doorknobs, remotes, switches).
   • Clean kitchen (microwave, fridge, sink, dishes).
   • Scrub bathrooms (toilet, sink, tub/shower).
   • Vacuum/mop floors.
   • Restock essentials (toilet paper, soap, coffee, etc.).
3. Post-Clean Checklist:
   
   
   • Replace linens with clean sets.
   • Take timestamped “after” photos.
   • Run final inspection using a checklist (or app).
   • Log completed clean in property management software.

2. Maintenance SOP

Purpose: Prevent and respond to issues promptly to maintain property quality.

1. Routine Maintenance Schedule:
   
   
   • Monthly: HVAC filters, smoke alarm tests.
   • Quarterly: Deep clean appliances, check plumbing.
   • Annually: Pest control, window/roof inspection.
2. Guest-Reported Issues:
   
   
   • Triage request by urgency.
   • Log the issue in the task system.
   • Dispatch vendor or in-house team.
   • Confirm resolution with guest.
   • Document with photos and invoice.
3. Emergency Repairs:
   
   
   • Maintain 24/7 vendor list (plumber, locksmith, HVAC).
   • Notify guest with ETA and workaround.
   • Escalate serious issues to leadership.

3. Guest Communication SOP

Purpose: Ensure professional, timely, and consistent guest interactions.

1. Automated Messaging Sequence:
   
   
   • Booking Confirmation (within 1 hr)
   • Pre-Arrival Instructions (24–48 hrs before)
   • Check-In Reminder (on check-in day)
   • Mid-Stay Message (day 2)
   • Pre-Checkout Note (night before)
   • Thank You + Review Request (after checkout)
2. Response Time:
   
   
   • Target: <15 minutes during 8am–10pm.
   • Off-hours: <1 hour with backup team coverage.
3. Tone Guidelines:
   
   
   • Friendly, helpful, brief, and professional.
   • Use the guest’s name.
   • Acknowledge questions before giving answers.
4. Issue Escalation:
   
   
   • Escalate complaints (e.g., double bookings, safety) to a supervisor.
   • Offer resolution options (partial refund, service call, etc.).

4. Check-In SOP

Purpose: Ensure smooth, contactless, and clear guest arrival.

1. 24-48 Hours Before:
   
   
   • Send check-in instructions with:
     • Address + parking
     • Lockbox/Smartlock code
     • Wi-Fi password
     • Local emergency contact
     • House manual
2. Day-of Arrival:
   
   
   • Send friendly welcome message.
   • Confirm guest has entered unit successfully.
   • Monitor for any early arrival issues.
3. In-Person Option (if applicable):
   
   
   • Host or concierge meets guest.
   • ID verification and welcome walkthrough.
   • Answer questions and share tips.

5. Check-Out SOP

Purpose: Enable smooth turnover and prepare for cleaning.

1. Night Before:
   
   
   • Send checkout instructions:
     • Checkout time
     • Trash disposal
     • Used linen location
     • Lockup instructions
     • Reminder for lost items
2. After Departure:
   
   
   • Confirm guest has left.
   • Inspect for damages.
   • Notify cleaning team.
   • Send “thank you” + review request message.

6. Emergency Procedure SOP

Purpose: Respond to urgent issues involving guest safety, property damage, or legal exposure.

1. Emergency Categories:
   
   
   • Fire, flood, carbon monoxide, break-in, medical emergency.
2. Immediate Actions:
   
   
   • Advise guest to call 911 if needed.
   • Dispatch local emergency contact or manager.
   • Secure the property.
   • Notify leadership immediately.
3. Internal Protocol:
   
   
   • Log event in incident report system.
   • Take photos/video.
   • Document timeline and communication.
   • File insurance or platform claims (Airbnb, Vrbo, etc.).
4. Post-Incident Review:
   
   
   • Update SOPs if gaps are discovered.
   • Inform future guests (if relevant).
   • Communicate with owner or stakeholders.

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