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Hospitality

A four-property hotel group

Duty managers across four properties were writing the same guest replies and the same shift handovers by hand. Templating both cut the correspondence load roughly in half and made handovers consistent between properties.

90 min→40 min

Duty-manager admin per shift

Download the workflow template (PDF)
Sector
Hospitality
Scope
4 properties, 9 duty managers
Tools
Shared inbox, existing PMS, shared docs
Time to result
5 weeks

What the day looked like before

  • Pre-arrival questions, late-checkout requests, and post-stay complaints all arrived in one shared inbox with no standard reply.
  • Tone varied by property, which showed up in review scores.
  • Shift handover notes were written free-form, so the next manager had to reconstruct context.

The four steps, applied

  1. 01

    One scaffold, one voice

    A single scaffold captured the group's voice in five explicit rules, with escalation rules for anything involving refunds or safety.

  2. 02

    Where the shift already happens

    Guest replies live as saved templates in the shared inbox; handover prompts live in the existing handover doc template, so nobody changed tools.

  3. 03

    Handover written for you

    At the end of a shift, the day's notes become a structured handover: five-bullet summary, table of open items with owners, and a RISKS block for decisions with no owner.

  4. 04

    One set across four properties

    Templates are owned centrally and reviewed monthly, so a fix at one property lands everywhere instead of drifting into four dialects.

See the example prompts for each step →

≈50%

Less time on guest correspondence

Consistent

Handover format across 4 properties

Escalations

Refund and safety cases routed to a human by rule

“The handover is the part I would not give back. Whoever walks in next knows exactly what is open.”

Group operations lead

What we'd repeat

  • • Escalation rules had to be written into the prompt, not left to judgement on a busy shift.
  • • Central template ownership is what kept four properties speaking with one voice.
  • • Handover structure delivered more value than reply speed did.

Client name withheld by agreement. Figures are drawn from representative engagements and rounded.

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