Standards live in people's heads, in a binder nobody opens, in "the way we've always done it." One person leaves and the standard leaves with them. A working library of 378 SOPs and 74 checklists, written to five-star standards, gives every department one written, signed, current way to operate, from day one.
378 SOPs and 74 checklists across 17 departments, written to five-star standards in one consistent format with clear ownership.
Your team opens day one against a real standard, role-based and branded as your own portal. Not a half-finished binder.
Every document version-controlled, signed and dated, so what your team follows is always the current, approved standard.
Proven SOPs. Consistent results.
378 SOPs and 74 department checklists, written to world-class hospitality standards and delivered in one branded portal. Not a blank template pack, a working operations library covering every department a hotel, lodge or safari camp runs.
Every procedure is structured around the operating frameworks taught at the world's leading hospitality schools, including Cornell, and the brand-standard disciplines used by international hotel groups and premier safari operators. Consistent format, clear ownership, version control and audit-ready, whether your property is a city hotel, a coastal resort, a bush lodge or a remote tented camp.
Every department covered, written to five-star standards and ready to run on day one.
Field-ready checklists across all 17 departments, in one consistent format.
Your property name, logo and service language throughout, it looks like your own system.
GM, HOD, staff, auditor and HQ each see exactly what they should, nothing more.
Every document signed, dated and current, so the standard is always audit-ready.
Adapt names, cut-off times, staff roles and KPI targets to your property in minutes.
Installed on your own hardware on-site. Your operational data never leaves the property.
Free updates and full support for the first 12 months, so you are settled before any renewal.
Skip 6–12 months of writing procedures from scratch. Open your hotel, lodge or safari camp with a complete, professionally structured operations manual already in place, then tailor the 5% that makes it yours. Train staff from day one against a real standard, not a half-finished binder or a field guide's memory.
Replace the scattered drives, outdated binders, WhatsApp voice notes and tribal knowledge with one current, controlled library. Whether it's a hotel that has grown past its original systems or a lodge where the senior guide holds everything in his head, close the gaps before an audit, a new GM or a key departure finds them first.
Deploy a common baseline across your entire portfolio, city hotels, beach resorts, bush lodges and fly camps, while preserving each property's individual identity and brand character. HQ-level access lets head office monitor compliance, audit performance, and push updates across every site simultaneously.
From city hotel to remote safari camp, 17 departments, 378 procedures, one searchable portal.
Every document in the library follows the same 12-section structure. Not a bullet-point checklist, a fully governed, version-controlled procedure with ownership assigned at every step. This is the standard that five-star hotel groups and premium lodge operators are expected to maintain.
One clear sentence: what this procedure achieves and why it exists. Every person reading it knows immediately what success looks like.
Exactly where this procedure applies, which properties, which roles, which scenarios are included and explicitly what is excluded.
Key terms defined precisely. No ambiguity in terminology, every reader, across every property and nationality, reads the same meaning.
Every activity mapped to who is Responsible, who is Accountable, who is Consulted and who must be Informed. Ownership is explicit, nothing falls through the gap between two departments.
The full action sequence in numbered steps, each with a clear standard or note column. Not "check the room", "check the room against the departure checklist 09-HK-FRM-04, report any damage before 10:00."
The non-negotiables that define your property's character, the service tone, the physical standard, the specific touches that are not optional regardless of who is on shift.
Every relevant risk captured, guest safety, staff safety, data protection, dangerous animal exposure, food handling, chemical handling, with the required standard for each.
Exactly what the procedure requires to execute, named forms, named equipment, referenced checklists. Nothing left to interpretation or memory.
Measurable targets for every procedure, times, percentages, audit scores. Your management team can verify compliance without being present for every execution.
Cross-referenced SOPs, forms and corporate standards. The system is interconnected, a Front Office SOP references the Housekeeping checklist it depends on. Nothing operates in isolation.
Every version, every change, every author, logged permanently. You always know what changed, when it changed, and who authorised it. The document is defensible.
Prepared by · Reviewed by · Approved by. Every SOP is signed into force, it cannot be in use without authorisation. Every update requires the same process. No undated, unsigned documents in circulation.
Below is a real, unedited SOP from the HIS library, 08-FO-SOP-21 · Day-Use Room Procedure. This is the standard. Your property adds the 5%.
STANDARD OPERATING PROCEDURE
08-FO-SOP-21, Front Office
| Document ID | 08-FO-SOP-21 | Version | v01 |
| Document Title | Day-Use Room Procedure | Effective Date | 30 May 2026 |
| Department | 08 Front Office | Supersedes | n/a |
| Property / Scope | All properties in the group | Next Review | 30 May 2027 |
| Document Owner | Front Office Manager (Property) | Classification | Internal |
To offer and operate day-use rooms, rooms hired for a portion of the day without an overnight stay, generating incremental revenue while protecting the inventory and the in-house guest experience.
Applies to all day-use room sales at every property: hourly, half-day, day-rate. Excludes wedding or event suites (handled by Sales), early arrivals charged as a fee (handled at check-in), and rooms used as transit / day-room as part of a paid stay package.
R = Responsible A = Accountable C = Consulted I = Informed
| Activity | R | A | C | I |
|---|---|---|---|---|
| Confirm day-use availability and rate | FOA | FOM | ResMgr / RMM | |
| Check in day-use guest | FOA | FOM | EHK | |
| Coordinate cleaning for next occupancy | FOA | FOM | EHK | |
| Check out day-use guest at cut-off | FOA | FOM | ||
| Reconcile day-use revenue at night audit | Night Auditor | FOM | FC |
Day-use is fast turnaround. The discipline is the cleaning window between the day guest and the next overnight occupant.
| Step | Action | Standard / Note |
|---|---|---|
| 1 | At enquiry, confirm availability, day-use sold only into rooms not allocated to overnight arrivals. | Day-use into pre-blocked rooms is forbidden. |
| 2 | Confirm the day-use rate. Confirm the cut-off time (typically 18:00 to leave 4 hours for HK before next arrival). | Voice the cut-off, "the room is yours until 18:00." |
| 3 | Standard check-in flow: ID, registration, pre-auth, key. | Same process as overnight, shorter form. |
| 4 | Note in PMS this is a day-use booking with cut-off. | Trace the cut-off so HK and the next shift know. |
| 5 | Brief HK on the day-use booking so they can sequence their cleaning for the next arrival. | Day-use room is added to the EHK's afternoon cleaning list. |
| 6 | At cut-off, courtesy call to the room if the guest has not departed. | "Just confirming your room is until 18:00, would you like to extend, or are you all set to leave?" |
| 7 | Process the day-use departure: collect keys, settle folio, ID and pre-auth release. | Standard check-out flow. |
| 8 | Release the room to HK immediately for cleaning ahead of overnight arrival. | EHK prioritises the day-use turnover. |
| 9 | Reconcile day-use revenue at night audit, separately tracked for RMM reporting. | Day-use revenue is a yield metric, not a noise. |
This is one of 378 SOPs across 17 departments. Every document follows the same structured format, purpose, scope, RACI, step-by-step procedure, KPIs, related documents, signed approval. Your property adjusts the 5% that makes it yours.
Request the Full Library Overview →Most lodge operators run on verbal handovers and a senior guide's institutional knowledge. When that guide leaves, the standard leaves with them. The HIS SOP System documents everything your operation depends on, in writing, version-controlled, signed and accessible to every relevant team member.
Whether you're looking to implement one system or several, we'd love to understand your property and show you how HIS can help.