Business processes in the hotel industry are a set of activities that the organizational parts of the hotel need to perform in order to provide a particular service to a guest. The guest will consider that he has received adequate value if the service provided meets or exceeds his expectations in relation to the price he pays. In order for each hotel to find its own path in quality management, it is helped by the standards that are considered the basis or the guiding light of quality. It is difficult to determine that something is of a good quality, if it has not been previously identified what a product or a service should have to satisfy the guest who is increasingly demanding in their desires. The reception is the first contact of the guest upon arrival and that "first impression" means everything. It determines the further experience of the guest. Precisely due to the fact that the processes that take place every day at the reception have to be done in the same lavel of quality, there are norms and Standard Business Procedures. Each employee at the hotel reception should behave in accordance with the stated norms and procedures. The processes at the hotel reception are dynamic and influenced by various unplanned events. In order to make it easier for the employee to do business at the reception, Standard Operating Procedures are introduced. They prepare the receptionist for all possible events at work and teach him that his reaction to them should be professional, well timed and above all of excellent quality.