A hotel has an operation. A short-term rental has a person remembering.

Hotels didn’t get good at hospitality through talent. They got good through structure — a log, a handover, a written standard that survives whoever is working tonight. Back of House takes one hotel function at a time and translates it for someone who cannot staff a front desk.

Written by Marco Minozzi — close to a decade in hotel front office operations.

What it covers

ArrivalThe front desk at check-in — instructions, keys, and the eleven o'clock phone call.CommunicationThe desk phone and the pre-arrival call — what to send, when, and what to leave out.ExpectationsThe gap between what was sold and what was delivered, and closing it before arrival.The houseThe in-room directory and the engineering log — what breaks, and what to write down.Departure & turnoverHousekeeping handover and checkout — what to ask for, and what to stop asking for.Systems & leverageThe operation itself — logs, standards, and what to automate rather than remember.

Communication

Back of House is being written. The first pieces are on their way.