The Vault
1,412 standards across 47 departments. Search is free for everyone — type it the way you'd say it.
36 standards
Sales inquiry response time
Guarantee every qualified sales inquiry receives a substantive response within the published HIG clock, because speed measurably wins bookings.
Lead qualification
Apply consistent qualification criteria to every lead so selling time flows to business the hotel can realistically win and profitably serve.
Lead Assignment
Defines how inbound sales leads are qualified, categorized, and routed to the appropriate sales manager without delay.
Sales Account Creation
Standardizes how new accounts are researched, entered, and structured in the CRM to ensure accurate, duplicate-free records.
Prospecting Procedures
Defines the disciplined outreach cadence and research standard sales managers use to build new business pipeline.
Sales Appointment Scheduling
Standardizes how sales appointments—client visits, site tours, calls—are booked, confirmed, and prepared for.
Site inspection preparation
Prepare every site inspection so the client experiences the hotel at its best and every touchpoint reflects their specific program.
Conducting a Hotel Site Tour
Choreographs how sales managers plan and lead a prospective client's walkthrough of the property to convert interest into booked business.
Proposal preparation
Produce accurate, client-specific proposals to a consistent HIG standard, delivered within the published clock and priced within authority.
Contract preparation
Prepare group and negotiated contracts on approved templates with complete, accurate terms and documented approval before any signature.
Contract negotiation authority
Define who may negotiate rates, concessions, and terms, and the approval required before anyone quotes below the authority floor.
Definite booking turnover
Transfer every definite booking from sales to operations completely and personally, so the client never repeats themselves and no promise is lost.
Lost-business documentation
Document every lost or turned-down piece of business with a verified reason, so patterns become strategy instead of folklore.
Sales Activity Tracking
Requires every sales manager to log calls, site visits, and proposals in the CRM so pipeline activity is visible and accurate.
Key-account management
Manage designated key accounts on a written plan and fixed contact cadence, protecting the relationships that fund the hotel's base business.
Local Negotiated-Rate Agreements
Governs how local corporate and group rate agreements are proposed, approved, and filed to protect rate integrity and margin.
Travel agency account management
Manage travel agency and third-party relationships with accurate commission handling, timely payment, and clear terms that protect both parties.
Client entertainment
Set clear rules for entertaining clients, spending limits, conduct, approvals, and documentation, so hospitality builds trust without compromising anyone.
Familiarization (FAM) Tours
Sets the planning, hosting, and follow-up standard for familiarization tours hosted for meeting planners and travel partners.
Trade show participation
Plan trade show participation around pre-set appointments and execute disciplined follow-up, because shows pay for themselves only after everyone flies home.