Hotel Employee Handbook Template

Running a hotel means delivering exceptional guest experiences around the clock while managing security, multiple departments, and complex scheduling. A hotel employee handbook helps you document service standards, security protocols, and the policies that keep your operation running smoothly.

This guide covers everything you need to include in a hotel-specific handbook, plus a free template to get you started.

Why hotels need a specialized handbook

Generic employee handbooks don't address the unique challenges of hospitality operations. Hotels have specific needs that standard templates miss:

• 24/7 operations — Shift scheduling, overnight coverage, holiday staffing
• Guest security — Room access, key control, privacy protection
• Service consistency — Brand standards across all guest touchpoints
• Multiple departments — Front desk, housekeeping, maintenance, F&B coordination
• Tipping complexities — Gratuities, service charges, tip pooling
• Guest privacy — Celebrity guests, media requests, confidentiality

A hotel-specific handbook addresses all of these while helping you maintain service quality and avoid security incidents.

Download the template

Get started with our free employee handbook template. It includes all the standard sections, which you can customize with hotel-specific policies.

This is our general template. Add the hotel-specific sections outlined below to make it complete for your property. Need help? See our step-by-step handbook guide. Also check out our restaurant handbook template for food and beverage department policies.

Key sections for hotel handbooks

Beyond standard handbook content, hotels need these specialized sections:

Guest service standards

Consistent service across all touchpoints defines your hotel's reputation. Document clear expectations:

Service fundamentals

• Greet every guest within 10 feet with eye contact and a smile
• Use guest name when known (from reservation or ID)
• Answer phones within three rings with standard greeting
• Escort guests rather than pointing directions when possible
• Anticipate needs before guests have to ask
• Thank guests sincerely at every interaction

Complaint handling

• Listen fully without interrupting
• Apologize sincerely — even if it's not your fault
• Take ownership and resolve immediately if possible
• Escalate to supervisor for issues beyond your authority
• Follow up to ensure guest satisfaction
• Document all complaints for management review

VIP and loyalty members

• Review VIP arrivals list at start of each shift
• Know loyalty program tier benefits
• Recognize returning guests and reference past stays when appropriate
• Report VIP special requests to relevant departments

Security and key control

Guest security and privacy are paramount. Your handbook must document strict access procedures:

Master key procedures

• Master keys issued only to authorized personnel
• Sign out and sign in at start and end of each shift
• Never leave master key unattended or lend to another employee
• Report lost keys immediately — locks may need to be changed
• Master key access logged automatically by system (if electronic)

Room access protocol

• Knock and announce "Housekeeping" or "Maintenance" before entering
• Wait 10 seconds, knock again, wait another 10 seconds
• If Do Not Disturb sign is displayed, do not enter except for safety check
• Never enter occupied room with guest inside unless invited
• If guest is present, ask permission before proceeding with work
• Prop door open while working in room

Guest verification

• Never give room numbers to callers or visitors
• Verify identity before providing replacement key cards
• Call room to confirm before allowing visitor access
• Do not confirm or deny guest is staying at property to outside inquiries

Shift scheduling policies

24/7 operations require clear scheduling policies to ensure coverage and fairness:

Scheduling basics

• Schedules posted [two weeks] in advance
• Shift preferences considered but not guaranteed
• Rotating weekends/holidays fairly distributed
• Minimum [8-10] hours between shifts
• Overtime requires supervisor pre-approval

Shift changes and swaps

• Shift swap requests submitted [48 hours] in advance
• Both employees must have skills for swapped shift
• Manager approval required before swap is final
• Employee who accepts swap is responsible for that shift

Attendance expectations

• Arrive [10-15 minutes] before shift start
• Call in [2+ hours] before shift if unable to work
• No-call/no-show is grounds for immediate termination
• Pattern of tardiness or absences will result in progressive discipline

Template vs. digital handbook

Hotel staff work different shifts and may not have easy access to the back office. They need policies accessible anywhere:

Frequently asked questions

What should be in a hotel employee handbook?

A hotel handbook should include guest service standards, room access and key control procedures, shift scheduling policies, uniform and grooming standards, lost and found procedures, emergency protocols, tipping policies, and department-specific guidelines for front desk, housekeeping, and maintenance staff.

What security policies do hotels need?

Hotels need policies for master key control, guest room access procedures, guest privacy and Do Not Disturb protocols, security camera usage, incident reporting, suspicious activity procedures, and emergency evacuation. All staff should know how to verify guest identity before providing room access.

How should hotels handle shift scheduling?

Hotel scheduling policies should address 24/7 operations including shift rotation, on-call requirements, holiday scheduling, overtime procedures, shift swapping rules, and minimum rest periods between shifts. Clear policies help ensure coverage while maintaining work-life balance for employees.

What tipping policies should hotels have?

Document which positions can accept tips, tip pooling arrangements (if any), how service charges are distributed, and tax reporting requirements. Some hotels prohibit front desk staff from accepting tips while allowing housekeeping and valet to receive them — be clear about your policy.

How do I get hotel staff to acknowledge the handbook?

Have each employee sign an acknowledgement form confirming they've received and read the handbook. For hotels with high turnover or seasonal staff, digital acknowledgments are easier to track and maintain.