The Vault
1,412 standards across 47 departments. Search is free for everyone — type it the way you'd say it.
40 standards
Answering reservation calls
Answer every reservation call promptly and warmly, with a consistent greeting, attentive discovery, and strict protection of guest information.
Reservation Inquiry Handling
Standardizes how reservation agents greet, qualify, and respond to every inbound booking inquiry across phone, email, and chat.
Quoting room rates and packages
Quote room rates and packages completely and confidently, leading with value and disclosing the full price picture before the guest has to ask.
Explaining taxes, fees, deposits, and resort charges
Explain every tax, fee, deposit, and resort charge clearly at booking so the guest's first folio review contains no surprises.
Individual Reservation Creation
Defines the required fields and accuracy checks for building a single guest reservation correctly the first time.
Reservation modification
Process reservation changes accurately after verifying the requester, explaining any rate or policy impact before confirming the modification.
Reservation cancellation
Handle cancellations graciously and precisely, applying the guarantee terms, issuing a cancellation number, and confirming refunds and penalties in writing.
Guaranteed and Non-Guaranteed Reservations
Distinguishes guaranteed from non-guaranteed reservations and sets the hold, release, and no-show handling for each.
Credit Card Guarantee Procedures
Governs the secure capture, verification, and storage of credit card information used to guarantee a reservation.
Employee and Friends-and-Family Rates
Controls eligibility verification, approval, and booking of discounted employee and friends-and-family room rates.
Connecting and Adjoining-Room Requests
Standardizes how reservations identify, block, and confirm connecting or adjoining rooms for guests traveling together.
Early-Arrival and Late-Departure Requests
Sets how reservations and front office capture, communicate, and fulfill guest requests for early check-in or late check-out.
Guest preference collection
Collect guest preferences naturally during booking conversations and record them accurately so the property can anticipate needs before arrival.
VIP Identification and Coding
Defines how guests are identified, tiered, and coded as VIP so every department delivers consistent, discreet recognition.
Repeat guest recognition
Identify returning guests during booking and pre-arrival, acknowledge their history warmly, and mobilize the property to receive them as known friends.
Pre-arrival guest communication
Contact guests before arrival to confirm details, capture needs, and open opportunities so the stay begins before the guest reaches the door.
Pre-Arrival Upsell and Upgrade Offer Program
Governs the targeting, pricing, delivery, and fulfillment of paid upgrade offers sent to guests before arrival.
Advance Deposit Collection, Application, and Refunds
Governs the collection of advance deposits on schedule, their application to folios, and the accurate, timely return of refunds.
Cancellation Handling and Fee Application
Defines the verified, documented processing of cancellations and the accurate application or waiver of cancellation fees.
No-Show Processing and Billing
Establishes the verification, billing, reporting, and follow-up for reservations whose guests never arrive.