Resources
Playbooks & guides
The operator craft. Examples you can copy, templates you can hand to a manager, and the specific words to use when something has gone wrong.
Review response examples for restaurants
Replies you can adapt for one-star, three-star, and five-star reviews — plus why the obvious ones make things worse.
Win-back emails that don’t lead with a discount
The guest didn’t leave over price. Stop opening as though they did.
What actually counts as a regular
Everyone uses the word. Almost nobody can tell you where the line is.
The guest data audit: what’s already in your systems
You have more than you think and less than you hope. Here is how to find out which.
Service recovery after a bad review
The reply is the smallest part of this. Here is the rest of it.
The pre-service briefing template
What a host actually needs before service, in a form a manager can fill in ninety seconds.
How to segment guests when nobody’s job is marketing
Start from the four audiences worth having, rather than from whatever the tool can filter on.
Anniversary and birthday outreach that isn’t a coupon
Timing is most of the job. Three to four weeks out, not on the day.
How to write a guest note your whole team can use
Describe what the guest wants. Never what the guest is like.
Onboarding a new location into your guest data
What breaks, in what order, and which of it is still cheap to fix.
What to ask a guest-data vendor in a demo
Including the questions that are awkward for us to answer. Those are the point.
Recognising a guest across your concepts
The group knows exactly who she is. The host at the door has never seen her. That gap is the whole problem.
Other sections
Reading is cheaper than a migration.
When you want to see this applied to your own guest data, bring an export from the system you already run.
Request a walkthroughCompliments of the house.