Glossary
What is a ghost SOP?
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Ghost SOP in hotel operations
Ghost SOPs form when the standard lives in a document and the work happens somewhere else, with nothing connecting the two during a shift. Staff fall back on memory and habit, updates never reach the floor, and nobody can prove which version, if any, was followed.
Signs of a ghost SOP
- Two staff describe the same procedure differently.
- The latest version is not the one in use.
- Nobody can show that the standard ran for a given room and time.
The fix
Make the SOP the task. When the standard runs as a timed task with steps and photo gates, following it and doing the work are one action. Read the full explanation of the ghost SOP problem.
Book a demo
See it on a real shift. No feature tour.
Fifteen minutes. Your SOP, as a timed task, on a live demo property.