Glossary
Hotel service execution glossary: key terms defined
The hotel service execution glossary: short, self-contained definitions of the terms Mise uses, from service execution platform to photo gate, timed task and service record.
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Hotel service execution glossary, A to Z
- Audit ambush
- An audit ambush is when a hotel audit or inspection arrives and evidence of compliant work has to be rebuilt by hand because it was never recorded at the time.
- Audit-ready
- A hotel is audit-ready when the evidence an auditor would ask for already exists, is attributable to a person, place and time, and can be produced without preparation.
- Digital SOP
- A digital SOP is a standard operating procedure delivered on a device as a task to carry out, with ordered steps, a target time and evidence captured as the work is done, not a scanned document.
- Ghost SOP
- A ghost SOP is a standard operating procedure that exists on paper, signed off and filed, but is not what actually happens on the floor.
- Mise en place
- Mise en place is the kitchen discipline of having everything in its place before service starts. It is where Mise, the hotel service execution platform, takes its name.
- Operating brief
- An operating brief is the supporting material for a standard, such as a short document, demonstration or deck, paired with the task it supports and sequenced in the order the work happens.
- Photo gate
- A photo gate is a step in a task that cannot be marked complete until a photo is captured from inside the task, making evidence a requirement of the work rather than a follow-up.
- Readiness
- Readiness is the measure of whether a staff member is cleared to execute a given standard, based on acknowledged versions, completed briefs and supervisor sign-off on evidenced tasks.
- Service execution platform
- A service execution platform is software that turns a hotel's standard operating procedures into timed tasks carried out on staff devices, captures evidence as the work happens, and compounds it into an audit-ready service record.
- Service record
- A service record is the time-ordered, attributable record of every standard executed at a property: who did what, to which standard and version, where, when, with what evidence and sign-off.
- Shift handover
- A shift handover is the structured transfer of unfinished work, guest promises and blocked rooms from one shift to the next, acknowledged by the incoming team.
- Supervisor sign-off
- Supervisor sign-off is the recorded verification by a supervisor that a task met its standard, captured inside the task with the supervisor's name and time.
- Timed task
- A timed task is a hotel standard delivered as a unit of work on a staff device, with ordered steps, a target time and a live countdown, so the standard runs at the moment of work.
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