How recurring manual follow-up across guest stays, payments, incidents, housekeeping and reporting was turned into clearer daily operating routines.
Résidence Cadet operated as a 23-unit serviced residence with daily complexity across arrivals, departures, guest requests, payments, housekeeping, maintenance and reporting.
Guest operations were running through Excel, calls and front-desk dependency. At the start of each week, the manager still had to piece together who was arriving, who still owed a payment, and which maintenance issue had not been closed.
The workflow structure clarified ownership, recurring follow-up, incidents, payment tracking, reporting and daily routines.
A 23-unit serviced residence with daily operational complexity across arrivals, departures, guest requests, payments, housekeeping, maintenance and reporting. Based on real operational work at Résidence Cadet in Paris.
The setup came from real operating constraints, not a blank-sheet process map.
Operational Constraint
Too much depended on manual checks, front-desk coordination, PMS workflows, scattered guest information and individual memory.
Daily work was hard to run cleanly because the basic operating flow was split across tools, messages, PMS workflows, manual follow-up and people.
Work was spread across tools, messages, PMS workflows and individual memory
Front desk handled too many routine checks and repeated follow-up tasks
Payment and billing follow-up took too much manual work
Incidents were hard to track from report to resolution
Managers had no clean view of daily execution, housekeeping and reporting
A practical operating flow was created so the team could see ownership, follow-up, incidents, payments and reporting more clearly.
Created clearer ownership across recurring operational tasks
Structured daily routines from reservations to stays to reporting
Tracked recurring follow-up instead of relying on memory
Made incidents visible from report to resolution
Clarified payment and billing follow-up
Built operational reporting views for daily control
7.6 → 9.2 / 10
Guest satisfaction score. Consistent follow-up, cleaner access and faster issue resolution.
~10h/week
Admin workload reduced. Routine manual follow-up replaced by structured workflow.
Top 30 / ~450
Platform ranking supported by cleaner guest follow-up and operational consistency.
Cleaner handoffs
Access, incidents, payments and reporting became easier to coordinate.
The team spent less time chasing information and more time running the operation.
Guest requests and incidents were easier to track
Less dependency on front desk for routine follow-up
Managers could see operational status earlier
Reservations, payments, housekeeping and reporting became easier to coordinate
Most of the improvement came from removing manual follow-up and unclear handoffs.
The gains came from giving the team one working flow instead of separate files, calls, PMS workarounds and manual checks.
The setup came from real operating constraints, not a blank-sheet process map.
Operating Flow
Related operational tool
Some workflow ideas later informed the StayOps prototype.
stayops.anisconsult.com
