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SOP Execution Walkthrough

This document provides detailed step-by-step walkthroughs for each standard operating procedure available in the HMP platform. SOPs combine checklists with live data panels so staff can make informed decisions at each step.

How SOPs Work in HMP​

  1. SOPs are accessed from Control Center > Action Center > SOPs
  2. Each SOP is a guided checklist with embedded data views
  3. Steps can be checked off as completed — progress is saved automatically
  4. Some steps include data panels that pull live metrics (occupancy, revenue, task counts)
  5. SOPs can be assigned to specific roles and scheduled on cadences
  6. Completed SOPs are logged for audit and review

Morning Briefing SOP​

Role: General Manager, Department Heads Frequency: Daily, typically 08:00–08:30 Duration: 15–20 minutes

Step 1: Review Overnight Summary​

  • Check night audit completion status
  • Review any overnight incidents or guest complaints
  • Note rooms out of order or out of service

Data Panel: Night audit report summary — revenue posted, discrepancies flagged.

Step 2: Today's Occupancy & Arrivals​

  • Review today's occupancy percentage
  • Check number of arrivals and VIP arrivals
  • Confirm room assignments for VIPs and special requests
  • Note any group arrivals and their requirements

Data Panel: Today's Pulse — arrivals count, departures count, occupancy, rooms available.

Step 3: Departures & Late Checkouts​

  • Review expected departures count
  • Check approved late checkout requests
  • Identify rooms needed for early arrivals
  • Coordinate with housekeeping on priority cleans

Data Panel: Departures list with checkout times and late-checkout flags.

Step 4: Housekeeping Status​

  • Review rooms cleaned vs. rooms remaining
  • Check staffing levels against occupied rooms
  • Note any maintenance requests pending
  • Confirm inspection schedule for the day

Data Panel: Room board summary — clean, dirty, inspected, OOO/OOS counts.

Step 5: Revenue Snapshot​

  • Review yesterday's RevPAR vs. budget
  • Check today's pickup (new reservations for today)
  • Note any rate alerts or pricing recommendations
  • Review F&B covers forecast

Data Panel: Revenue Pulse — ADR, RevPAR, occupancy trend (7-day).

Step 6: Action Items & Exceptions​

  • Review open exceptions from previous day
  • Assign owners to new exceptions
  • Check overdue action items
  • Set priorities for the day

Data Panel: Exceptions list — open, overdue, newly suggested.

Step 7: Complete​

  • Add notes for any items discussed
  • Click Complete to log the briefing

Shift Handover SOP​

Role: Front Office Supervisor, Front Desk Agents Frequency: At each shift change (typically 07:00, 15:00, 23:00) Duration: 10–15 minutes

Step 1: Pending Check-Ins​

  • Review arrivals not yet checked in
  • Note any pre-assigned rooms that may need changes
  • Flag VIP arrivals still expected
  • Check for walk-in availability

Data Panel: Pending arrivals list with ETA and room assignment status.

Step 2: In-House Guest Issues​

  • Review open service recovery cases
  • Note guests with unresolved complaints
  • Check for room move or upgrade requests in progress
  • Review messages or packages to deliver

Data Panel: Service recovery tracker — open cases, aging, priority.

Step 3: Pending Departures​

  • Review guests expected to depart but not yet checked out
  • Check for disputed charges on open folios
  • Note any express checkout failures

Data Panel: Departures not yet checked out.

Step 4: Cash & Payment Summary​

  • Review cash drawer balance
  • Note any pending payment authorizations
  • Check for refunds or adjustments processed
  • Reconcile shift totals

Data Panel: Shift payment summary — cash, card, city ledger totals.

Step 5: Special Notes​

  • Add handover notes for incoming shift
  • Highlight any expected late arrivals
  • Note system issues or workarounds in effect
  • Click Complete

Night Audit SOP​

Role: Night Auditor Frequency: Daily, typically 23:00–01:00 Duration: 30–45 minutes

Step 1: Close POS Outlets​

  • Verify all outlets have completed end-of-day procedures
  • Check for unsettled POS checks
  • Confirm F&B revenue has been posted to guest folios
  • Close any open room-service orders

Data Panel: POS outlet status — open checks, unsettled amounts by outlet.

Step 2: Post Room Charges​

  • Run automatic room charge posting
  • Review posting exceptions (rate overrides, complimentary rooms)
  • Verify package inclusions have been posted correctly
  • Check for rooms with no rate attached

Data Panel: Room charge posting summary — posted, skipped, errors.

Step 3: Verify Reservations​

  • Check no-show reservations and apply policy
  • Process auto-cancellations per policy
  • Verify next-day arrivals have valid payment guarantees
  • Confirm group blocks are released if past cutoff

Data Panel: No-show list, tomorrow's arrivals without guarantee.

Step 4: Run Audit Checks​

  • Run rate variance report — flag rooms charged differently from rate plan
  • Run high-balance report — flag folios exceeding credit limit
  • Check for posting discrepancies (debits vs. credits)
  • Verify tax calculations

Data Panel: Audit exception report — variances, high balances, discrepancies.

Step 5: Roll Business Date​

  • Confirm all checks pass
  • Click Roll Date to advance the business date
  • Verify the new business date is correct
  • Print or export the night audit report

Data Panel: Business date confirmation, audit totals.

Step 6: Complete​

  • Add notes for any exceptions or issues
  • Click Complete to finalize the night audit

Weekly GM Review SOP​

Role: General Manager, Revenue Manager Frequency: Weekly (typically Monday morning) Duration: 30–45 minutes

Step 1: Weekly Performance Summary​

  • Review occupancy, ADR, RevPAR for the past week
  • Compare against budget and same period last year
  • Note significant variances and their drivers

Data Panel: Weekly KPI summary with trend charts.

Step 2: Exception Review​

  • Review all exceptions raised during the week
  • Check resolution rate and average time to resolve
  • Identify recurring exception patterns
  • Escalate unresolved items

Data Panel: Exception analytics — by category, resolution time, trends.

Step 3: Guest Satisfaction​

  • Review guest feedback scores for the week
  • Check OTA review scores and recent reviews
  • Note service recovery cases and outcomes
  • Identify improvement opportunities

Data Panel: Guest satisfaction scores, review summary.

Step 4: Revenue Outlook​

  • Review pickup for the next 14 days
  • Check rate positioning against competitors
  • Review pricing recommendations from the BAR engine
  • Approve or adjust recommended rate changes

Data Panel: 14-day forecast, rate calendar, competitor rates.

Step 5: Housekeeping & Maintenance​

  • Review MPOR trends for the week
  • Check maintenance backlog
  • Review inspection pass rates
  • Note any capital expenditure needs

Data Panel: Housekeeping KPIs, maintenance requests by status.

Step 6: Action Planning​

  • Set priorities for the coming week
  • Assign action items to department heads
  • Schedule any follow-up meetings
  • Click Complete to log the review

Housekeeping Room Inspection SOP​

Role: Housekeeping Supervisor Frequency: After each room clean (sample-based or full inspection) Duration: 5–10 minutes per room

Step 1: Select Room​

  • Open Housekeeping > Inspections
  • Select the room to inspect from the cleaned-rooms queue
  • Confirm the attendant who cleaned the room

Step 2: Inspection Checklist​

  • Bed making — sheets taut, pillows aligned, bed runner straight
  • Bathroom — fixtures clean, amenities stocked, towels folded
  • Surfaces — dust-free, minibar stocked, TV remote placed
  • Floor — vacuumed/mopped, no debris, carpet stains checked
  • Welcome amenities — placed per guest profile (VIP extras if applicable)

Step 3: Record Result​

  • Mark inspection as PASS or FAIL
  • If FAIL: add notes and photos, room returns to dirty queue
  • If PASS: room status changes to Inspected (available for sale)
  • Click Complete

Tips for SOP Execution​

  • Do not skip steps. Even if a step seems routine, checking it off confirms it was reviewed.
  • Use the notes field. Future shifts and audits benefit from context about decisions made.
  • Data panels refresh automatically. If numbers look stale, click the refresh icon.
  • Incomplete SOPs carry forward. If you are interrupted, your progress is saved. Resume from the Action Center.
  • Review cadences enforce timing. If a scheduled SOP is not started within its window, an exception is raised.