Building SOPs That Actually Work: The Backbone of Guest Experience
- Shannon Peffley
- Sep 17
- 4 min read
If you’ve been around the adventure or hospitality business long enough, you know that consistency is everything. Guests don’t just want a good experience — they want a reliable one. They want to know that if they come back a second, third, or tenth time, they’ll be treated with the same level of care every single time.
That’s where SOPs (Standard Operating Procedures) come in.
The problem is, most operators either don’t have SOPs or they’ve got a dusty manual sitting on a shelf that no one ever looks at. And when SOPs aren’t being used, you end up with inconsistency, confusion, and missed opportunities to deliver the kind of guest experience that turns into 5-star reviews.
Done right, SOPs aren’t just paperwork — they’re the backbone of your business.
Why SOPs Matter in Outdoor Hospitality
Think about the last time you walked into a business that felt dialed in. The staff knew what to do, things moved smoothly, and you felt taken care of. That didn’t happen by accident — it happened because someone put systems in place.
In hospitality, SOPs give your team a clear playbook. They take the guesswork out of everyday tasks and free up energy for what really matters: connecting with guests.
Without SOPs, service is inconsistent. One guide gives a detailed safety talk, another rushes through it. One cleaner leaves a welcome basket, another forgets. Guests notice — and they’ll call it out in reviews.
What SOPs Can Cover
SOPs don’t have to be complicated. They just need to cover the critical points that matter most to your guests and your business.
Here are some examples:
1. Guest Arrival & Check-In
How guests are greeted (smile, handshake, use of name)
Step-by-step check-in process
Common guest questions and how to answer them
2. Safety Procedures
Pre-trip safety briefings for tours and rentals
Equipment checklists (life jackets, paddles, helmets, etc.)
Emergency response steps (who calls, where equipment is stored)
3. Communication Standards
Templates for pre-arrival emails or texts
Post-trip thank-you messages
Language to avoid (no one likes “rules-heavy” communication)
4. Cleaning & Reset Procedures
Room turnover steps for vacation rentals
Gear cleaning and storage protocols
Daily checklists for common areas
5. Staff & Guide Expectations
Dress code and professionalism
How to upsell without being pushy
Guest engagement standards (storytelling, answering questions)
How SOPs Build Trust With Guests
Guests don’t talk about “SOPs,” but they do talk about consistency. They’ll say things like:
“Every time I come here, the staff makes me feel welcome.”
“The safety briefing was clear and made me feel confident.”
“The cabin was spotless and ready to go — just like last time.”
Consistency builds trust. Trust builds reviews. Reviews bring in more business. That chain reaction starts with SOPs.
Common Mistakes Operators Make with SOPs
1. Making Them Too Complicated
If your SOPs look like a legal contract, no one’s going to use them. Keep them simple, visual, and easy to follow. Think checklists, not novels.
2. Writing Them Once and Forgetting Them
SOPs should evolve. What worked last year may not work now. Regularly review and update them based on feedback.
3. Not Training Staff on SOPs
Handing someone a binder and saying “read this” isn’t training. SOPs only work if you practice them and hold people accountable.
4. Not Explaining the Why
If staff don’t understand why the SOP matters, they won’t care about following it. Tie each SOP to the guest experience. For example:
“We wipe down kayaks after every trip because guests notice if they’re dirty, and reviews mention cleanliness more than anything else.”
Real-Life Examples
At Adventure Hospitality Group, we’ve seen businesses transform just by getting SOPs in place.
Outfitter Case: One paddleboard rental company had staff giving completely different safety talks. Some thorough, some rushed, some skipped it entirely. We created a short, engaging SOP that every guide followed. Reviews shifted from “felt unprepared” to “guides were professional and made us feel safe.” Bookings went up 20% in peak season.
Airbnb Case: A vacation rental owner struggled with inconsistent cleaning between guests. Sometimes the kitchen was spotless, sometimes not. We built a cleaning SOP with a step-by-step checklist and photos. Within a month, reviews consistently praised cleanliness, and the property hit Superhost status.
How to Build SOPs That Actually Work
Here’s a step-by-step approach:
Step 1: Identify the Touchpoints That Matter Most
Where do guests interact with your business? Arrival, safety talks, check-in/out, communication. Start there.
Step 2: Break It Into Steps
Write out each step as if you’re teaching someone new. Keep it simple.
Step 3: Make It Visual
Use checklists, diagrams, or photos. People learn faster with visuals.
Step 4: Train & Practice
Walk your team through it. Roleplay guest interactions. Make it part of daily operations.
Step 5: Review & Improve
Every season (or even monthly), update SOPs based on guest feedback and staff input.
SOPs Aren’t Just Internal — They Show Up in Reviews
You may think SOPs are behind-the-scenes, but guests feel them in action. Consistent cleanliness, clear communication, and professional guides all show up in reviews. And reviews drive your visibility on platforms like Tripadvisor, Viator, Expedia, and Airbnb.
That means SOPs aren’t just about running smoother — they’re about marketing too.
Final Thought
In outdoor hospitality, the little things add up. A forgotten detail or inconsistent experience might seem small, but guests notice. And when they write about it online, it matters.
SOPs aren’t busywork. They’re the playbook that keeps your team consistent, your guests happy, and your reputation growing.
At Adventure Hospitality Group, we’ve seen businesses turn around just by tightening up their systems. Because at the end of the day, consistency = trust.
👉 Want help creating SOPs that your staff actually use — and guests actually feel? Reach out at shannon@adventurehospitalitygroup.com or call 717-982-9644.
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