SOP Development, KPI Management & Service Standardization

This program is designed to equip hospitality professionals with the knowledge and practical skills required to develop effective Standard Operating Procedures (SOP), Key Performance Indicators (KPI), and Service Standards that support operational excellence and business performance.

Through interactive discussions, case studies, workshops, exercises, quizzes, and real operational scenarios, participants will learn how to identify operational challenges, establish clear work standards, create measurable performance indicators, and standardize service delivery to ensure consistency across all departments.

After the completion of this program, participants will be better able to:

• Understand the concepts, objectives, and benefits of SOP, KPI, and Service Standards.
• Analyze operational challenges and identify areas requiring standardization and performance measurement.
• Develop practical SOPs for Front of House and Back of House operations.
• Design measurable KPI systems aligned with operational and business objectives.
• Create service standards that ensure a consistent guest experience.
• Implement monitoring and evaluation systems to improve compliance and operational performance.
• Develop a practical action plan to support implementation and continuous improvement within their outlets.

Expected Outputs

• SOP Development Framework
• SOP Draft for Operational Departments
• KPI Matrix & KPI Monitoring Sheet
• Service Standard Framework
• Service Excellence Checklist
• Operational Improvement Action Plan