Archive for March, 2018

Operating Standards

Tuesday, March 20th, 2018

As anyone who has ever read my writings knows, I am a firm believer in written standards, policies, and procedures as the basis for a well-organized hospitality operation.  Here are some of the reasons why:

Written standards (or the expected outcome of our “moments of truth”) for our products and services must be detailed in written policies and procedures.

We cannot begin in any meaningful way to train our employees until we have defined for them the standards which we wish to achieve.  These must be in writing to allow the General Manager and owners to evaluate and concur with the standards we contemplate.  When written they allow us to consistently pass on the standards to succeeding generations of employees.

Policies and procedures are the “what and how” of the way we do things.  Employees should not be allowed to freelance.  “Discretion [on the part of employees] is the enemy of quality.”  Again, policies and procedures must be written for consistency sake.  Taken together they form the basis for most training material.

Standards, policies, and procedures must be continually reviewed and updated as necessary.  Continual process improvement is the discipline that will not permit us to rest on our laurels, but instead be constantly working to make all aspects of the operation better.

What are some of the reasons that managers do not prepare written standards, policies, and procedures?

  • It takes too much time (so they don’t mind wasting immense amounts of time dealing with untrained staff and a disorganized operation)
  • No one told them to do it (in other words, they don’t have any initiative; they’re not, as Jim Collins described in Good to Great,  “disciplined people taking disciplined action”)
  • Their writing skills are not up to it (so they’ve given up instead of looking for creative ways to make it happen)
  • They don’t know what standards, policies, or procedures to prepare (then why are they a manager? – somewhere in their heads must be an idea of how they want to organize and run their operation)
  • They don’t know what format to use (could copying Hospitality Resources International’s already designed format be any easier?)
  • They have no excuse.  Which is exactly right!

Having faced these issues in job after job in both hotels and clubs, I have over the years prepared an immense amount of written standards, policies, and procedures which are available on the Hospitality Resources International website.  You can join the site for free and begin downloading these resources and customizing them for use at your club.  So honestly, there is no longer any excuse!

Thanks and have a great day!

Ed Rehkopf

This blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers – those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking hospitality managers throughout the country and around the world.