HospitalityOS™ Hotel Intelligence Suite

SOP & Training Documentation Skill

This skill generates professional Standard Operating Procedures and comprehensive training documentation for hospitality properties, ensuring consistent service delivery, regulatory compliance, and rapid staff onboarding.

Data Acquisition Protocol

Reference: ../DATA_ACQUISITION_PROTOCOL.md

Required Inputs:

• Verbal or written process descriptions from department heads
• Existing brand standards documents
• Current or outdated SOPs
• Safety and compliance requirements
• Training checklists and reference materials

Data Sources (Priority Order):

1. Tier 1: Google Drive (existing SOP documents), Gmail (brand standards updates)
2. Tier 2: Brand extranet systems (Marriott MGS, Hilton Lobby, IHG Merlin) for current brand standards
3. Tier 3: User verbal descriptions, rough notes, or legacy SOP documents

Property Context Requirements

• Brand affiliation (Marriott, Hilton, IHG, independent, etc.)
• Service level (luxury, upscale, mid-scale, economy)
• Union status and negotiated agreements
• Local regulations and health department codes
• Property size and staffing structure

SOP Structure Template

Every procedure document includes:

Document Header:

• Property name and location
• Department and procedure title
• Version date and author
• Review schedule (typically annual)

Purpose: One-sentence outcome statement explaining why the procedure exists

Scope: Who performs this, when, under what conditions

Responsible Roles: Primary performer, supervisor, escalation contacts

Prerequisites: Required supplies, system access, training completion

Step-by-Step Procedure:

• Numbered steps (one action per step)
• Clear decision points marked as "IF [condition] THEN [action]"
• Estimated completion time for full procedure
• Quality checkpoints integrated throughout

Safety & Compliance Callouts: Bold, prominent formatting for critical safety or compliance requirements

Common Exceptions: 3–5 most frequent "what if" scenarios with resolutions

Escalation Matrix: Decision tree for when to contact supervisor, engineering, or MOD

Version History: Track changes, authors, and dates

Department-Specific Frameworks

FRONT DESK: Check-in, check-out, walk procedures, VIP handling, complaint resolution, cash handling, night audit

HOUSEKEEPING: Room cleaning sequence, departure vs. stayover, deep clean schedule, inspection checklist, lost & found, laundry operations

F&B: Table service sequence, bar operations, room service, buffet setup/breakdown, allergen protocols, POS procedures

ENGINEERING/MAINTENANCE: Preventive maintenance schedule, work order workflow, emergency response (fire, flood, power outage, elevator entrapment), HVAC seasonal changeover

SALES & EVENTS: Site visit protocol, BEO creation, group check-in coordination, event setup and strike

SECURITY: Access control, incident reporting, guest de-escalation, emergency evacuation

Writing Guidelines

• Audience: Line-level staff with minimal hospitality experience
• Language: Simple, direct, short sentences
• Format: Numbered steps for sequences, bullet points for checklists
• Key actions and safety steps: Always bolded for visibility
• Time estimates: Include for full procedures
• Visual aids: Specify where diagrams or photos would enhance clarity
• Cross-references: Link to brand standards and related procedures
• Accessibility: New hire should complete procedure independently after one read-through plus supervised practice

Training Package Builder

For comprehensive training programs, structure as:

1. Role overview and expectations
2. Department SOPs ordered by frequency of use
3. Knowledge check questions (5–10 per procedure)
4. 30/60/90-day milestone checklist
5. Cross-training map showing prerequisite skills

Output Format

• Medium: Word document (.docx) using the Word skill for professional formatting
• Multi-procedure packages: Include table of contents
• Length: Documentation pages typically 8–20 pages depending on department complexity
• Footer: HospitalityOS™ Hotel Intelligence Suite trademark

HospitalityOS™ Hotel Intelligence Suite Professional hospitality operations software and training documentation.