The Vault
1,412 standards across 47 departments. Search is free for everyone — type it the way you'd say it.
1,412 standards
Safe-Deposit Box Audit and Unclaimed Contents
Governs periodic safe-deposit key audits and the dual-control opening, inventory, and disposition of boxes left after departure.
Do-Not-Announce and Confidential Guest Handling
Defines how the hotel shields do-not-announce and confidential guests from calls, visitors, and any confirmation of their presence.
PMS Downtime Manual Operations
Governs front office operations during a property management system outage, from declaration through manual check-in, charging, and key control.
PMS Restoration and Post-Downtime Reconciliation
Directs the controlled re-entry of manual transactions and verification of data integrity after a property management system outage ends.
Wake-Up Call Execution and Missed-Call Recovery
Establishes the execution standard for wake-up calls, the two-call and in-person backup chain, and recovery when a call is missed.
Sleeper, Skipper, and Sleep-Out Investigation
Defines how room status discrepancies are investigated and resolved as sleepers, skips, or sleep-outs, with correct billing and documentation.
Unclaimed Mail and Package Aging and Disposition
Governs the aging, notification, and final disposition of guest mail and packages that remain unclaimed after delivery or departure.
Paymaster and House Account Management
Controls the opening, use, daily review, and closing of paymaster and house accounts so no charge lives in an unowned folio.
Next-Day Arrivals Review and Room Blocking
Directs the afternoon review of next-day arrivals and the deliberate blocking of rooms against requests, VIP status, and house balance.
Player identity verification
Establish a consistent, respectful method for confirming every player's identity before enrollment, payouts, or account activity touches the gaming system.
Responsible gaming resources
Equip every gaming employee to notice signs of distress and connect guests to responsible gaming resources privately, respectfully, and without judgment.
Self-exclusion enrollment and enforcement
Administer self-exclusion enrollment with dignity and enforce the list without failure at every entrance, system, and touchpoint.
Excluded guest enforcement
Detect, verify, and remove excluded persons from gaming areas quickly and discreetly while preserving evidence and meeting notification duties.
Underage guest prevention
Keep minors off the gaming floor through relentless ID discipline and respond decisively when an underage person is found gaming.
Intoxicated guest procedures
Recognize impairment early, stop gaming and alcohol service tactfully, and see the guest safely off the floor or home.
Casino guest complaints
Resolve casino guest complaints with genuine ownership, honest facts, and clean escalation so every guest leaves feeling heard.
Casino Credit Inquiries
Governs how gaming guest services staff handle patron inquiries about casino credit lines, applications, and marker status.
Lost Player Cards
Sets the verification and replacement process for guests reporting a lost, stolen, or malfunctioning player loyalty card.
Found gaming tickets
Handle every found gaming ticket as value in limbo: surrendered, logged, secured, and resolved by someone other than the finder.
Jackpot guest assistance
Turn the wait between a jackpot and its payment into a moment of celebration, clarity, and care for the winning guest.