Go‑Live Plan: Pre‑Opening, Staffing, SOPs & Soft‑Opening Checklist in Thailand

Opening day is not merely a date on the calendar. It’s a well-orchestrated sequence of handovers, training, systems, and regulatory checks that culminates in a confident soft-opening. This guide outlines the field-tested go-live plan used to de-risk hospitality launches in Thailand, spanning from T-90 to T+14, featuring essential SOPs, staffing, and inspections that most Thai registrars and inspectors expect.

Governance & Critical Path

A successful launch starts with governance and a clear critical path. Regular meetings and check-ins help ensure that all stakeholders are aware of their responsibilities and timelines.

Steering Cadence

Establish a weekly Go-Live Stand-up which includes key leads such as the General Manager (GM), appointed Hotel Act manager, Project Manager, Finance, Rooms, Food & Beverage, Engineering, HR, IT, and Compliance. Furthermore, hold a fortnightly board checkpoint to review budget strategies and risk escalations. This regular cadence keeps everyone aligned and accountable.

Gate 1 — T-90 to T-60: Compliance Confirmed

At this stage, compliance confirmation is crucial. The hotel license track should be ready for submission with as-built drawings, proof of fire and life-safety measures, and a designated manager in accordance with the Hotel Act B.E. 2547. If your hotel is based in Bangkok, the filing will go through DOPA; otherwise, approach the Provincial Governor’s Office. It’s essential to sequence your final walkthroughs to match the registrar's requirements.

Administrative office in Bangkok preparing for hotel licensing.

Staffing Plan & Training

Getting the right team in place is fundamental to your hotel's success.

Opening Organizational Structure

For typical hotel operations (60-120 keys), your organizational structure should include:

• Operations: Front Office, Housekeeping, Food & Beverage (Restaurant/Bar/Breakfast/Room Service), Spa/Wellness, and Events.

• Support Functions: Engineering, Finance, HR, IT, Procurement, and Security.

• Compliance Roles: Appoint a named Hotel Act manager, along with a TM.30 immigration reporting SOP under the manager’s supervision.

  
  

Training Blocks (T-30 → T-3)

Establish thorough training across multiple blocks:

• Service Standards & Brand Rituals: Emphasizing safety protocols (PPE, evacuation, first aid).

• System Training: Hands-on training in your PMS (front desk processes like check-in and check-out), POS systems, and payment terminals.

• Departmental SOPs: Create specific training for housekeeping, F&B allergen policies, and engineering PPM routines.

• Use mock guest days to provide continual feedback and retraining.

  
  

Training staff in a hospitality environment.

SOP Library

Creating a solid SOP library is crucial for compliance and guest experiences.

Legal and Mandatory SOPs

Focus on essential legal operations:

• Guest Registration: Ensure compliance with the Hotel Act regarding ID retention and data privacy.

• Fire & Life-Safety Logs: Maintain a daily panel log, extinguisher checklist, and a weekly drill matrix.

  
  

Operational SOPs

Your operational SOPs should encompass:

• Front Office: Policies regarding overbooking, guest complaints, and late check-ins.

• Housekeeping: Standards for room turns and a lost-and-found chain of custody process.

• F&B Safety: Implementing a HACCP-style receiving log and allergen controls.

  
  

AD ASIA's legal and regulatory practices offer SOP templates bundled with your licensing file and adapt them to fit your specific brand and building needs.

Systems & Data Readiness

Preparing your systems and data is essential for a smooth go-live.

PMS Configuration

Ensure your Property Management System (PMS) is configured correctly. This includes setting up:

• Market segments

• Rate codes

• Packages

• Taxes and fees

  
  

Additionally, ensure that your POS menus are ready and taxes accurately mapped.

Data Readiness

Implement back-office essential configurations like chart of accounts, approval matrix, and stock registers. Daily reporting on metrics like occupancy, ADR, and RevPAR should be automated for real-time monitoring.

Hospitality management software set up for operations.

Facilities & Safety Handover

Facilities must be fully prepared for operational readiness.

Snag-Free Rooms and Safety Compliance

Accept snag-free rooms with signed checklists and have a live defects liability period (DLP) tracker. Fire safety acceptance documents and records of staff drills should align with licensing inspections.

Accessibility and Emergency Measures

Ensure that accessibility measures are in place and documented. Log emergency lighting tests and ensure proper signage for wayfinding to enhance guest safety and overall experience.

Marketing & Revenue Go-Live Strategies

Your marketing and revenue strategies should be aligned for maximum impact on opening day.

Positioning and Rate Architecture

Develop a clear positioning strategy by focusing on your unique selling proposition (USP) and loading relevant photo and video assets to all channels.

Engage a strategic rate architecture that includes:

• Best Available Rate (BAR) strategies

• Promotion calendars

• Distribution through your own site and OTAs

  
  

In addition, prepare for PR efforts like media and familiarization events during the soft-opening period to engage local partnerships.

The Soft-Opening Script

Executing the soft-opening with precision will reveal both strengths and areas that require further improvement.

Timeline Breakdown

• T-14 to T-7: Invite friends, family, and local partners to enjoy 50-70% occupancy levels. Run full shifts and have a daily huddle at 08:30 to review key performance indicators (KPIs).

• T-7 to T-1: Open limited outlets (like breakfast service) to pressure-test kitchen operations and service flow. Confirm the issuance of license certificates.

  
  

• T-0 (Soft-Open Day): Celebrate a private ribbon moment with a target occupancy of 60-80%, avoiding high-risk groups. Capture live social content to create excitement.

  
  

• T+1 to T+14: Maintain daily stand-up meetings to review guest feedback and refine standard operating procedures as necessary.

  
  

Opening-Week KPI Dashboard

Tracking KPIs is crucial during the opening week to ensure goals are met.

Metrics to Focus On

• Service Metrics: Overall Satisfaction (OSAT), Net Promoter Score (NPS), and response time to guest issues.

• Rooms Metrics: Occupancy rates, ADR, and RevPAR.

• Finance & Compliance: Tracking cash variances and ensuring that guest register accuracy stays at 100%.

  
  

Risks & Contingencies to Plan For

Every opening has its risks, and planning for contingencies can reduce their impact.

Key Risks

• License Delays: Engage in discussions around exemptions where needed and be prepared to stagger the soft-opening if necessary.

• System Failures: Have an offline check-in kit ready for manual registration if systems go down.

• Staff Turnover: Always have secondary candidates pre-vetted and cross-trained to ensure operational continuity.

  
  

Hotel lobby setup for a grand opening event.

Pre‑Opening & Soft‑Opening Checklist

A comprehensive checklist is vital to ensure nothing is overlooked before your soft opening.

Important Details to Cover

1. Compliance & Licensing

• Hotel license submission pack

• Guest registration SOP and forms




2. People & SOPs

• Organizational charts and training sign-offs




3. Systems

• PMS and POS functionalities live and tested




4. Facilities

• Close-out snag list and fire safety documentation




5. Stock & Vendors

• Ensure all supply levels meet opening standards




6. Commercial

• BAR and promotions formulation

How AD ASIA Consulting Gets You to “Open”

At AD ASIA Consulting, we combine legal, regulatory insights with effective project and construction management to align your drawings, tests, and SOPs. This integration streamlines your process and is essential for easing any regulatory concerns during inspections.

Quick Deliverables

In just 10-15 days, we can provide:

• A tailored Pre-Opening Gantt chart

• An SOP starter library specific to your hotel operations

• A soft-opening playbook outlining mock stays and daily huddles

• An opening-week KPI dashboard for real-time performance tracking

  
  

Get Started Today!

Request our comprehensive Pre-Opening & Soft-Opening Pack, which includes province-specific checklists, SOP templates, and a tailored 30/60/90 plan aligned with your opening date. Reach out to AD ASIA Consulting for project development, design, fit-outs, procurement, and both legal and regulatory support throughout Thailand and ASEAN.

This article is informational and not legal advice. We validate every structure and filing with the competent authority before submission.