Writing

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.

We tried it. Four properties, six months, a 4% install rate — and what happened when we replaced it with a sticker.

Three rewrites, one very patient chef, and the font size that turned out to matter most.

Every tenant query goes through Postgres RLS rather than an application check. Here is what that bought us.

How hotel information and menus get published in eight languages from a single English edit.

We read four hundred handover notes. The useful ones had four things in common.