HOSP1015: Managing the Hotel Guest Experience: Mission/Core Values/SOPs

Core Values are the beliefs or principles that help to guide a company's activities and performance.

Developing your organization's core values:

• How to write core values
• How to craft core values

Examples of hotel core values:

• Hilton
• Crestline Hotels and Resorts
• Atlific Hotels

A Mission Statement is a concisely written statement that conveys an organization's values, purpose, and goals.

Examples: Mission Statements of Renowned Corporations and Fortune 500 Companies

Utilize the resources below to help you write a mission statement for the hotel that you design: 

• How to write an unforgettable mission statement 
• How to write the perfect mission statement
• Criteria for a good mission statement

Watch the video: How to write a great mission statement

Standard operating procedure (SOP) is the operational structure that maintains quality, safety, and consistency for guests and staff.

Developing SOPs for your hotel:

• Why SOPs are Crucial
• SOP travel tips

Example of hotel SOPs:

• Set up my hotel

Service Standards are the behavioral and operational guidelines that employees follow when interacting with guests and fulfilling hotel procedures. 

Developing your hotel's service standards:

• Improving the guest experience
• 8 Best practices

Examples of hotel service standards:

• Ritz-Carlton: "Gold Standards"
• Nevsky Forum Hotel, St. Petersburg, Russia