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Below you will find the free resources on how to improve the processes of your operation at every level. The Hotel Playbook is a strategy-level guide to running the hotel as a whole. The Department Playbook is a guide to running each department. The Process Playbook is a guide to running each process. As more learnings are uncovered, we will add them to the playbooks.
The Process Playbook: Reservation Lookup & Confirmation
A guest checks in, and the surprise they were promised at booking is never set up — because the flag that should have triggered it dropped at the desk. Here is the handoff that loses it, and the spec to close it.
The Process Playbook: Guest Request Fulfillment
A guest asks for something simple, and somewhere between the front desk and the door it quietly vanishes. Here's the full step-by-step spec for the process — every step, every owner, every handoff — and how to find the one that dropped it.