This study explores the impact of Standard Operating Procedures (SOPs) on the optimization of hotel management performance through the application of a path model. Relationships among key factors, including service quality (X1), operational efficiency (X2), SOP implementation (M), customer satisfaction (Y1), and employee behaviour (Y2), were examined. Pre- and post-implementation scenarios were simulated using an empirical dataset, offering insights into the role of SOPs in improving managerial outcomes. The analysis reveals significant contributions from service quality and operational efficiency to the implementation of SOPs, which in turn drive enhancements in customer satisfaction and employee behaviour. Furthermore, a strategic monitoring framework was introduced to ensure the ongoing adherence to SOPs and the continuous improvement of operational efficiency. The findings underscore the importance of a structured approach to SOP implementation and provide actionable strategies for hotel managers seeking to elevate service standards and performance outcomes.

This study aims to develop a systematic framework for selecting tour guides at a Vietnamese travel company by integrating both qualitative and quantitative research methods. Expert consultation was initially conducted to identify key criteria essential for tour guide performance. A structured interview process was then employed, collecting data through pairwise comparisons of these criteria. The analytic hierarchy process (AHP) was subsequently utilized to determine the relative weight (W_j) assigned to each criterion. Evaluation data for three candidates was gathered based on their performance against these criteria. The weighted sum model (WSM) was applied to prioritize the candidates for selection, resulting in the identification of Candidate A₂, who achieved the highest WSM score (A₂WSM = 8.5800). The findings further revealed that communication skills (W₅ = 0.4474), problem-solving abilities (W₃ = 0.2529), and professional expertise (W₄ = 0.1543) were considered the most important attributes, with communication skills significantly outweighing the other competencies. This highlights the critical importance of communication as a core competency for tour guides. The proposed framework offers a robust and objective method for tour guide selection, ensuring that key competencies are appropriately prioritized, which can serve as a valuable model for similar applications within the tourism industry.