GUEST EXPERIENCE · SERVICE DESIGN · PEOPLE DEVELOPMENT
A CONCEPT NOTE
SOP Master Training for Hospitality‑First Companies
A capability‑building workshop proposal.
JUNE 2026/PREPARED BY PRABHJOT BEDI/ECLATHOSPITALITY.COM
01WHO WE ARE
Built for the operators.
Eclat Hospitality is a boutique consulting practice specialising in guest experience design, service systems, and people development for hotels, resorts, and lifestyle brands across India. Founded by Prabhjot Bedi, formerly of the Taj Group, Eclat works with owners and leadership teams who understand that consistency is not accidental. It is engineered.
Twenty years of translating luxury service thinking into operating systems that frontline teams can actually use. SOP Master Training is the distillation of that work into a three‑day capability programme.
02THE PROBLEM
The folder nobody reads.
Most hotels have SOPs. Few hotels have teams that can write them, own them, update them, or train from them. The result is predictable: a folder, physical or digital, that gets referenced during an audit and ignored the rest of the year.
Guests experience the gap. Managers paper over it. The cycle repeats. The problem is not the SOP. It is that no one was ever taught how to build one that actually works.
“
You are not paying for a workshop. You are installing a capability.
03WHAT THIS WORKSHOP DOES
80% doing. 20% teaching.
SOP Master Training is a three‑day, hands‑on capability workshop that turns your department heads and supervisors into SOP practitioners: people who can write, train, review, and govern SOPs independently. This is not a training session about SOPs. It equips participants with everything they need to create SOPs that are live, usable, and department‑ready long after the workshop ends.
BY THE END OF DAY 3, EVERY PARTICIPANT CAN —
01Write a complete, auditable SOP from scratch.
02Train their own teams from that SOP — without a facilitator in the room.
03Peer‑review a colleague's SOP against a 10‑point quality checklist.
04Convert any SOP into a floor‑ready audit checklist.
05Run an independent mini SOP workshop with their own department.
Participants do not sit through slides. They find the problems in a broken SOP. They rewrite vague, unverifiable steps into language a stranger could audit. They stress‑test each other's work against real operational scenarios: a new joiner on their first shift, a peak‑hour breakdown, a guest watching the process unfold.
The thinking tools and working frameworks they leave with do not live in a binder. They live in the way your team now approaches every process, every handover, every standard they set.
04THE PROGRAMME AT A GLANCE
Three days. Permanent shift.
DAY 01
01
Build the muscle
Align on SOP standards and produce first drafts in the room. Sessions cover what an SOP is and is not, Guest POV vs operational POV, writing steps that are auditable and verifiable, linking SOPs to business outcomes, the 10‑point peer review checklist, and governance norms. Departmental groups select their top five SOP priorities and produce at least one complete draft before end of day.
DAY 02
02
Make it real
Rapid SOP drafting sprints. Cross‑departmental peer review to catch inter‑department gaps. The floor‑readiness pass — could a new joiner execute this tomorrow? Converting SOPs into audit checklists step by step. Stress‑testing against real scenarios: peak hour, new joiner, guest watching. Governance: who approves, how changes are proposed, review cadence.
DAY 03
03
Embed
Mini training delivery — each participant trains the room on one of their SOPs. Structured peer feedback using the 3‑plus‑1 format. Building the department SOP calendar: who owns what, by when. The governance loop in practice — create, test, audit, improve. Personal action plan for the next 30 days.
POST
+
30‑Day follow‑up
Eclat provides a follow‑up review to assess SOP quality, training delivery, and governance adoption. Your team stays accountable. Your SOPs stay alive.
05THE OPERATING MODEL
Three phases. One outcome.
A
PHASE A — 3‑Day Workshop
A facilitated, in‑person workshop where teams learn by doing. The output is not only SOP drafts, but a standard format, a review discipline, and alignment on what good looks like.
B
PHASE B — Three‑Week Sprint
Departmental teams build SOPs independently after the workshop, with Eclat providing structured check‑ins, feedback cycles, and quality control. The SOPs must be built by the teams. This is how capability, ownership, and buy‑in form.
C
PHASE C — Review, Refinement & Rollout
We reconvene to review what was created, improve weak SOPs, standardise where needed, and lock the audit and governance loop for the next 60 to 90 days.
06DELIVERABLES
Everything owned by your team.
—SOP Standards Pack — format, rules, and the peer review checklist.
—Department Priority List — top five per department, agreed in the room.
—Workshop outputs — SOP drafts produced during the three days.
—Sprint outputs — three to four department‑owned SOPs per team, built independently.
—Audit checklist conversion plan and handover rhythm.
—Governance framework — ownership, cadence, version control, audit rhythm.
—Post‑workshop review — refined and floor‑ready SOP set.
07WHO SHOULD ATTEND
The people who hold the standard.
Department heads, senior supervisors, and any manager responsible for training, onboarding, or operational standards. No prior SOP writing experience required — the workshop is designed so that participants surprise themselves.
Pre‑work: each department nominates an SOP Champion and brings a list of their top ten repetitive tasks. We narrow to five in the room.
MINIMUM GROUP SIZE
8
participants
08OUR TRACK RECORD
Results that speak for themselves.
The properties Eclat works with share a common outcome: within 90 days of the workshop, their teams are writing, reviewing, and governing SOPs without external support. That is the only measure of success we care about.
SOP MASTER TRAINING — LEADERSHIP COHORT IN SESSION
09LET'S BUILD THIS TOGETHER
If this could meaningfully change your operations, let's talk.
