What we learn behind the front desk.
Notes on hotel operations, product decisions and the occasional engineering trade-off.
Writing an SLA your staff don’t quietly resent
A target time only helps if the person it lands on believes it is fair. Here is how the hotels with the best numbers set theirs.
Why your guests will never download the app
We tried it. Four properties, six months, a 4% install rate — and what happened when we replaced it with a sticker.
Designing a kitchen display cooks actually look at
Three rewrites, one very patient chef, and the font size that turned out to matter most.
Row-level security, and why we let the database say no
Every tenant query goes through Postgres RLS rather than an application check. Here is what that bought us.
Eight languages, one menu, no translation team
How hotel information and menus get published in eight languages from a single English edit.
What a good shift handover actually contains
We read four hundred handover notes. The useful ones had four things in common.
Article photographs on Unsplash by @zoshuacolah, @antonioaaaraujo, @jcgellidon, @aalolens, @louishansel, @neonwangphotography.