StayOps Property operations setup Property Ops Setup · USD 149
Four properties, one task schedule, nine issues nobody owned
The guest journey, the recurring task calendar and the escalation logic, populated with what is actually open.
Four properties, two cleaners, one handyman and no shared view of any of it. This is the operating layer: a guest journey with named owners at each step, a recurring task schedule per property, an issue register and an escalation rule. Building it found nine open issues, four of which predate August.
Every issue was reported to somebody and none were recorded anywhere both people could see. Two are guest-affecting and appear in recent reviews, and one has been reported by three separate guests since July without ever being booked in.
Issues
What was open and invisible
| Property | Issue | First reported | In reviews? | Priority |
|---|---|---|---|---|
| Barn Cottage | Shower runs cold after 10 minutes | 9 July, by a guest | Yes, 3 times | Urgent |
| Barn Cottage | Front gate latch broken | 22 August, by cleaner | Yes, once | High |
| The Forge | Oven second element dead | 2 September, by cleaner | No | High |
| The Forge | Bedroom two curtain rail | 14 September | No | Standard |
| Millhouse | Wifi drops in the annexe | 1 August, by a guest | Yes, twice | Urgent |
| Millhouse | Garden furniture needs replacing | June | No | Seasonal |
| Millhouse | Key safe stiff | 28 September | No | High |
| Stable Loft | Smoke alarm beeping, battery | 6 October | No | Urgent |
| Stable Loft | Bathroom grout | July | No | Standard |
The Barn Cottage shower has been reported by three different guests over thirteen weeks and has cost you at least two review points. It was mentioned to you each time and never written down anywhere that generated an action.
Journey
The guest journey, with owners
| Owner | Timing | Currently | |
|---|---|---|---|
| Booking confirmed | Automatic | Instant | Working |
| Pre-arrival information | Desk | 7 days before | Ad hoc |
| Access details | Desk | 24 hours before | Sometimes forgotten |
| Changeover clean | Cleaner | Between 10:00 and 16:00 | Working |
| Property check | Cleaner | End of clean | No checklist |
| Mid-stay check in | Desk | Stays of 4 nights plus | Never done |
| Departure reminder | Desk | Evening before | Ad hoc |
| Review request | Desk | 48 hours after | Never done |
| Issue logged from the stay | Desk | Same day | Never done |
The last row is how nine issues became invisible. A guest mentions the shower at checkout, it is heard sympathetically, and nothing in the system turns that sentence into a job. That step now exists.
Schedule
Thirty seven recurring tasks
| Frequency | Tasks | Examples | Owner |
|---|---|---|---|
| Every changeover | 14 | Clean, linen, consumables, property check, key return | Cleaner |
| Weekly | 6 | Bins, outdoor sweep, hot tub chemistry at Millhouse | Cleaner or handyman |
| Monthly | 9 | Smoke alarm test, water run through on void periods, filter check | Handyman |
| Quarterly | 5 | Deep clean, mattress rotation, garden, gutter check | Handyman |
| Annual | 3 | Gas safety, electrical check, chimney sweep at The Forge | You, with certificates |
The monthly smoke alarm test is on this list because of section 01. Thirty seven tasks across four properties is roughly what this portfolio needs and almost none of it was written down, which is why the annual items are the ones most at risk.
- Reported
One channel, whoever spots it
Guest, cleaner or handyman, same number. A photograph and a sentence.
- Same day
Logged against a property with a priority
Urgent means safety, heat, water or access. Everything else is standard or seasonal.
- Urgent
Booked within 24 hours, guest told
Telling the guest is the part that protects the review, and it is free.
- Standard
Batched into the next handyman visit
Currently every job is a separate trip. Batching the seven non-urgent items into two visits saves roughly USD 300.
- Weekly
Anything open past its target comes to you
One list, five minutes. The Barn Cottage shower would have reached you in mid-July.
This week
What to do with it
- Smoke alarm battery at Stable Loft, today
- Plumber booked for the Barn Cottage shower
- Wifi at the Millhouse annexe diagnosed, not just rebooted
- Seven standard items batched into two handyman visits
- Access details automated at 24 hours before arrival
- Review request set up at 48 hours after departure
- Cleaner given the property check list
- Annual certificate dates diarised with reminders