Field notes on running a hotel
Practical thinking on the parts of hotel operations that software usually gets wrong, written for the people who actually run independent and boutique properties.
The order your attendants clean a room in decides how long it takes and what gets missed. A sequence for the turn, stayover and deep clean, with a standard for each task.
A working hotel preventive maintenance checklist, area by area, with how often each task runs and which items are life-safety versus comfort.
One dead guestroom AC can cost a night's revenue, a comp, an emergency invoice and a review. Here is how to cost a preventive routine against that using your own figures.
A practical guide to writing a lost and found policy your team will actually follow, from intake tags to retention, shipping and identity documents.
Most complaints start as a small issue that stalled. A time-to-breach clock and automatic escalation change the outcome.
Quality is set room by room, shift by shift. How to turn inspections into a consistent, recorded process instead of a hopeful one.
Hotel buildings are hostile to wifi. Why "cloud-only" tools fail on the night shift, and what it really takes to keep working when the signal drops.