The Vault
1,412 standards across 47 departments. Search is free for everyone — type it the way you'd say it.
68 standards
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.