01How to use this manual

This manual is how the hotel runs when you are not in the room. Every task that happens more than once gets a written routine here, so staff do it the same way every time and you can step back without standards slipping.

The operating model it is written for

How to keep it alive

1. When something goes wrong twice, write or fix the routine that would have prevented it.
2. Train every new staff member from this manual, section by section, and have them sign off each routine.
3. Review it together once a month in the first year, then every quarter.
4. One owner is responsible for each section, so nothing falls between you.

02Before you sign

Do not sign until every item below is answered in writing. Most problems between tenants and owners come from things agreed verbally.

The lease

• Rent schedule, the rent free setup months (January and February), and whether rent is plus VAT
• Break clause: ask that the owner cannot use it in the first 2 to 3 years, or compensates you for your setup costs if they do
• Who pays for what: you cover day to day upkeep; the owner covers the building (roof, structure, plumbing, electrics) and replacing major equipment that fails, including the lift and AC units
• Build defects in the first year are the owner's responsibility
• Equipment warranties (lift, AC, kitchen) are passed to you or honoured by the owner
• Deposit of €18,000: held in a named account, returned within a set number of days at the end, and only reduced for documented damage
• Everything you buy (TVs, linen, crockery, dishwasher, ice machine) stays yours when you leave
• You may operate under your own brand name, change decor, and run your own website and booking accounts

The inventory

• A full list of what the owner provides, with photos and condition: fridges, freezer, oven, extraction hood, prep tables, shelving, bar fridge, furniture, fixtures
• A meter reading for electricity and water on the day you take over

Licences and permissions

• Hotel operating licence from the Deputy Ministry of Tourism: confirm it is issued, valid, and that your company can operate under it
• Whether the current licence allows serving brunch and hosting events for non residents; if not, apply early for a catering licence so it is ready by March
• Alcohol licence, loudspeaker or music permit, and food handler certificates for kitchen staff

Living alongside the owners

• Which areas are shared, at what times, and who uses which entrance
• Quiet hours and event rules agreed in writing
• Separate meters for the owners' accommodation confirmed

Your company

• New company registered for the hotel, with its own bank account and VAT registration
• Employer registration with social insurance before the first hire
• Insurance for your contents, public liability and employer's liability (compulsory once you have staff)
• An accountant agreed before January, so payroll and VAT start correctly

Have a lawyer read the final lease before you sign. Pay for one hour of their time; it is the cheapest insurance you will buy.

03The 8 week launch plan

The goal for January and February is simple: open in March with listings live, the first bookings in, staff trained, and two full practice runs done. Anything that needs a supplier, a licence or a photographer starts in week 1, because those are what slip.

Week 1: take over the building

• Walk the building with the owner; sign the inventory and take meter readings
• Change or record every door code and key; set up your own master code
• Order the dishwasher, ice machine, crockery, TVs and linen (delivery takes 2 to 4 weeks)
• Book the photographer for week 5, once rooms are dressed
• Submit licence applications or transfers that are not already in place

Week 2: systems

• Choose and set up the booking system and channel manager; enter rooms, rates and policies
• Open Booking.com, Airbnb and Expedia accounts (approval can take 1 to 2 weeks)
• Card terminal and till system for brunch and bar
• Night phone number set up and forwarding tested

Week 3: suppliers and menu

• Pick suppliers: laundry, food, coffee (ask about a free machine), drinks, cleaning products, amenities
• Write the breakfast and brunch menus; cost every dish so food stays near 30% of the price
• Agree pest control, fire safety and AC servicing contracts

Week 4: hiring

• Hire housekeeping and the breakfast and bar person; contracts signed, registered with social insurance
• Food handler certificates booked for anyone who touches food

Week 5: rooms ready, content shot

• Rooms fully dressed; every room tested (AC, TV, shower, Wi Fi, door code)
• Photo and video shoot: rooms, garden, brunch dishes, details
• Website live with direct booking

Week 6: open for bookings

• Listings live on all channels with the new photos; opening offer for March stays
• Google Business profile, Instagram and Facebook live
• Staff training from this manual, one section per day

Week 7: practice runs

• Friends and family stay 2 nights: full check in, cleaning, breakfast and check out, then a written list of every problem
• Full practice brunch for 20 to 30 invited guests
• Fix everything on both lists

Week 8: final checks

• Second practice run if the first had serious problems
• Stock full: food, drinks, amenities, cleaning, spare linen
• Opening day in March: both owners on site all day

04What to buy

Everything to buy before opening, by area. Estimated prices for mid range hotel quality in Cyprus, VAT included. Get quotes from two hotel suppliers for the textiles and tableware before ordering.

Beds

Bathroom textiles

Room equipment

Guest amenities, first stock

Housekeeping

Tableware for breakfast and brunch

Kitchen

Bar

Summary

05Roles and the weekly schedule

Split the business between you by area, not by task, so each of you owns results and staff know who to ask. A suggested split is below; swap areas to suit your strengths.

A typical day in the first months

Weekends with brunch

Brunch needs at least three people on the floor from 09:00 to 15:00: one in the kitchen, one serving, one on the bar and payments. In the first months that is one owner plus the breakfast and bar person plus the extra brunch staff you budgeted.

Days off and cover

• Each owner takes one full day off a week, never both on the same day.
• Each staff role has a named backup who is trained on it. Housekeeping is covered by the part time housekeeper; breakfast by an owner.
• Sickness: staff call the owner on rooms before 07:00, never a message.

The night phone

• One owner holds the phone each night, alternating, and it is written in the rota.
• Answer within 3 rings. Most calls are door codes, Wi Fi or noise; keep the answers in a short script by the phone.
• Real emergencies (fire, medical, break in): call 112 first, then go to the hotel.

Stepping back

Step back from a task only when the person doing it has run it alone for 4 weeks without a guest complaint, and it is written in this manual.

06Reservations and self check in

Check in is from 15:00 and check out is by 11:00. Every booking, from any channel, lives in the booking system; nothing is written on paper or kept only in a phone.

House rules to publish everywhere

When a booking arrives

1. Check it appears in the booking system with the right dates, room and rate.
2. Check the payment: card guaranteed, deposit taken, or the channel collects it.
3. Send the welcome message within 2 hours: confirmation, address, parking, and that the door code arrives on the day.
4. Note any special request (late arrival, celebration, allergy, cot) in the booking and tell the person who needs to act on it.

The day before arrival

1. Send the pre arrival message: check in time, how self check in works, the night phone number, breakfast times if booked.
2. Ask for the estimated arrival time and the online registration form (name, nationality, ID or passport number for every adult).

Arrival day

1. 13:00: generate a new code for that booking and send it. Every stay gets its own code; never reuse one. On brunch days the garden rooms are inspected at 14:50, before their codes start working.
2. The code works from 15:00 on arrival day until 11:00 on departure day.
3. 18:00: check who has not arrived. Message anyone expected but not in yet.
4. Late arrivals after 21:00: the night phone holder keeps the phone on until they confirm they are inside.
5. Next morning: an owner greets new guests at breakfast or sends a short welcome message.

Guest registration

Keep a record of every guest's name, nationality and ID or passport number for the length of time the law requires. Confirm the exact rule with the Deputy Ministry of Tourism before opening, and store these records securely, never in a shared chat.

Departure day

1. 09:00: send a check out reminder with a thank you and a link to leave a review.
2. 11:00: the code stops working; housekeeping checks the room is empty before entering.
3. Charge any extras (minibar, late check out, damage) the same day, with a receipt.

Cancellations and no shows

• Apply the published policy every time; exceptions only by an owner, and written in the booking.
• No show: if a guest has not arrived or messaged by 23:00, call once, then mark the booking as a no show the next morning and charge as the policy allows.
• Channel bookings: report the no show inside the channel's own system within 48 hours, or the fee is lost.

Complaints

1. Listen fully, apologise for the experience, and do not argue.
2. Fix it now if you can: move room, send maintenance, replace an item.
3. If you cannot fix it, offer something proportionate: breakfast, a discount on the night, a late check out.
4. Write it in the complaints log the same day and check the next morning that the guest is happy.
5. If the same complaint appears twice, fix the routine in this manual.

Overbooking

The channel manager must close all channels the moment a room sells. If you are ever overbooked, the guest who booked last is moved to a comparable hotel nearby at your cost, with the price difference and transport paid. Keep two partner hotels' numbers by the phone for this.

07Housekeeping

Every occupied room is cleaned every day. Codes are sent at 13:00 and start working at 15:00, and every room is inspected by an owner before its code starts working. On weekdays housekeeping works 11:30 to 14:30, departures first, then stayovers. On brunch days the garden rooms follow their own plan, below.

Order of the day

1. 11:00 to 11:30: check the arrivals and departures list; load the cart.
2. 11:30: departures first, starting with rooms that have a same day arrival.
3. Stayovers next, only after the guest has left the room or asked for service.
4. 13:00: owner inspects every departure room, then codes go out.
5. 14:30: dirty linen bagged for the laundry, cart restocked, store room tidy.

Garden rooms on brunch days (Saturday and Sunday)

The two ground floor rooms open onto the garden where brunch is served. On brunch days they follow this plan every weekend, without exceptions. The housekeeper works 11:00 to 15:00 and the part time housekeeper 13:00 to 15:00.

• No housekeeping in the garden from 10:00 to 14:00.
• Guests staying in a garden room over a weekend are told in the pre arrival message that their room is serviced at 14:00 on Saturday and Sunday.
• Towels or amenities asked for during brunch are handed over at the door; nobody enters the room.
• Linen, towels, amenities and products for both rooms are packed in closed bags by 13:45: one trip in, one trip out.
• Deep cleaning tasks for the garden rooms are done Monday to Thursday only.

Departure room: full clean (about 45 minutes)

• Open windows, strip the bed, remove all linen and towels
• Empty every bin; check drawers, wardrobe, safe and under the bed for lost property
• Bathroom: toilet, shower, sink, mirror, tiles, floor; clean, then disinfect
• Fresh linen and towels; bed made to the house standard with photo reference
• Dust all surfaces, light switches, door handles, remote controls, the TV
• Vacuum and mop the floor
• Restock amenities, coffee, tea, water, toilet paper
• Check AC, lights, TV, shower and Wi Fi card; report anything broken
• Close windows, set AC to 24 degrees, lights off, door closed

Stayover room: refresh (about 20 minutes)

• Make the bed; change linen every 3 nights or on request
• Replace towels left on the floor; hung towels are reused
• Empty bins, clean the bathroom, restock amenities
• Tidy without moving guest belongings

Linen

• Three full sets per bed: one on the bed, one at the laundry, one in the store.
• Count linen out and back in with the laundry every collection; chase missing items the same week.
• Stained or torn items go to the reserve list for replacement.

Deep cleaning schedule

Lost property

1. Bag and label it: room, date, who found it.
2. Log it and message the guest the same day.
3. Keep items for 3 months; valuables (cash, jewellery, documents) are locked away and handed over only with ID.
4. Postage is paid by the guest, in advance.

Do not disturb

Respect the sign. If a room has had it on for 2 days, an owner knocks and checks in with the guest politely.

08Breakfast

Breakfast is served 07:30 to 10:00 to guests who booked bed and breakfast, with prep from 06:00. With at most 14 guests, serve a small set breakfast to order rather than a buffet: less waste, better food, and a more boutique feel.

The night before

1. Check the breakfast list in the booking system: how many guests, which rooms, allergies, early departures.
2. Defrost what is needed; check milk, eggs, bread, fruit and coffee stock.
3. Lay the tables in the garden or breakfast room.

Setup, 06:00 to 07:30

• Coffee machine on and cleaned; first shot tested
• Fridge temperatures checked and written in the log
• Fresh juice, fruit, yoghurt, pastries and bread out on the side table, covered
• Hot items prepped for cooking to order: eggs, halloumi, vegetables
• Tables set, napkins, water, menu card with the day's options

Service, 07:30 to 10:00

1. Greet each guest by name, seat them, offer coffee or tea within 2 minutes.
2. Take the hot order; check the booking for allergies before cooking.
3. Hot plates out within 10 to 15 minutes.
4. Clear and reset tables as guests leave.
5. Guests without breakfast in their booking may order and pay on the day; charge to their room or by card.

Close, 10:00 to 10:30

• Unused food labelled with the date or thrown away; nothing cooked goes back into the fridge without a label
• Dishwasher run, surfaces cleaned and sanitised, floors swept
• Waste logged roughly: if more than 10% of food is thrown away for a week, cut the quantities
• Shopping list updated for the next delivery

Allergies

Ask for allergies in the pre arrival message and again at the table. Keep a card listing the 14 EU allergens in every dish; staff never guess.

09Weekend brunch

Brunch runs Saturday and Sunday, 10:00 to 14:00, with the team on from 09:00 to 15:00. On weekends, hotel breakfast ends at 10:00 so the kitchen can switch over; guests who come later order from the brunch menu, with their breakfast included up to its value.

The menu

• 8 to 10 dishes at most, plus 2 sweet options and a short drinks list. A short menu keeps quality high and the kitchen fast.
• Every dish costed so food costs about 30% of its price.
• Build each dish from shared ingredients, so 10 dishes need perhaps 25 ingredients, not 60.
• Change one or two dishes each season, never the whole menu.

Bookings and walk ins

• Take bookings online (through the till or a booking widget) and keep about a third of tables for walk ins.
• Hotel guests always get a table; hold one for them until 11:00.
• Tables are booked for 90 minutes; say so politely when confirming.
• Groups over 8 book by phone with a set menu and a card deposit.

Friday prep

• Check the booking count; order fresh produce for Saturday morning delivery
• Prep sauces, doughs, cut vegetables, portion meats; label and date everything
• Garden set: tables, cushions, umbrellas or heaters checked

Service day

1. 09:00: team in, fridge temperatures logged, coffee machine on, garden laid.
2. 09:45: five minute briefing: bookings, large tables, allergies, dish of the day, anything out of stock.
3. 10:00: open. Greet within 1 minute, menus and water at once, drinks order within 3 minutes.
4. Food out within 15 minutes of ordering; the floor person checks back after the first bites.
5. Clear and reset each table within 5 minutes of guests leaving.
6. 13:30: last orders. 14:00: kitchen closes.
7. 14:00 to 15:00: clean down, dishwasher, garden cleared, waste logged.

Garden rooms

• Brunch tables stay at least 3 metres from the two garden room doors.
• No housekeeping in the garden during brunch; the garden rooms are cleaned from 14:00 (see Housekeeping).

The bill and cash up

• Every order goes through the till; nothing is served without a ticket.
• Hotel guests can charge to their room; everyone else pays at the table by card.
• At close, the till report is checked against card payments and cash. Any difference over €10 is written up and explained the same day.

Moving to weekdays

Add weekdays only when all of these are true for 6 weekends in a row:

• Average of 40 or more guests per day
• Food cost at or under 32%
• Weekend service runs without an owner in the kitchen
• Reviews mention brunch positively

Start with Friday only. Run it for a month and check the same four points before adding another day.

10Private events

Events are small, planned and paid in advance: up to about 50 guests in the garden, with a signed agreement and a deposit before a date is held. Every event must fit around hotel guests and the owners who live on site.

Event rules to agree with the owner first

Christenings and family events will bring children as event guests. Your no children policy applies to overnight stays only; say so clearly on the website.

From enquiry to booking

1. Reply to every enquiry within 24 hours: available dates, packages, the price per guest and the venue hire fee.
2. Offer a site visit; most events are won in the garden, not by email.
3. Send a written quote with the menu, guest numbers, timings and the deposit.
4. The date is held only once the agreement is signed and a 30% deposit is paid.
5. Final guest numbers and menu 14 days before; balance paid 7 days before.
6. Cancellation: deposit kept if cancelled within 60 days; full price if within 14 days.

The agreement must state

• Date, start and finish times, guest numbers and the menu
• Price per guest, venue hire fee, deposit and payment dates
• Music and noise rules, finish time, smoking area
• Damage: the client pays for anything broken by their guests
• Outside suppliers (cakes, flowers, photographers) must be agreed in advance

The week before

• Confirm numbers, dietary needs and allergies; order food and drinks
• Book extra staff: one server per 15 to 20 guests, plus kitchen help
• Hire extra crockery, tables or chairs if needed
• Tell hotel guests and the owners the date and times

On the day

1. Setup finished 1 hour before guests arrive; an owner walks through and approves it.
2. One named person is in charge of the event and is the only contact for the client.
3. Allergies checked plate by plate before food leaves the kitchen.
4. Extras ordered on the day (extra drinks, more guests) go on a written tab the client signs before leaving.
5. 23:00 music off; 23:30 guests leave; clean up the garden the same night so hotel guests wake to a clean space.

After the event

Send a thank you within 2 days with a request for a Google review and a few photos you may use. Write in the events log what went well and what to fix.

11Food safety

Any business serving food in Cyprus must run a food safety system based on HACCP and keep written records that a health inspector can check at any time. Keep it simple: a few logs filled in every day, and nobody touching food without a valid certificate.

Before opening

• Register the kitchen with the local health services and ask what inspection they need before you serve the public
• A simple HACCP plan written for your menu; a food safety consultant can do this for a small fee
• Food handler certificates for everyone who prepares or serves food, including both owners
• Pest control contract in place before the first delivery

Temperatures

If a fridge reads above 5 °C twice in a row, move the food to another fridge, call the technician, and throw away anything that was above 8 °C for more than 2 hours.

Daily rules

• Wash hands on entering the kitchen, after raw food, after the bin, after the toilet.
• Separate boards and knives for raw meat, fish, vegetables and ready to eat food, by colour.
• Everything opened or prepped gets a label: what it is, date made, use by date.
• First in, first out: older stock at the front.
• Cooked food cooled within 90 minutes and refrigerated; never left out on the side.
• Nobody works with food while ill with vomiting or diarrhoea, or for 48 hours after.

Allergens

EU law lists 14 allergens that must be declared, including gluten, eggs, milk, nuts, peanuts, sesame, soy, fish and shellfish. Keep an allergen matrix for every dish, show it to any guest who asks, and update it every time a recipe or supplier changes. If a guest has an allergy, the person who took the order tells the kitchen in person, not just on the ticket.

Records to keep

• Temperature log (daily)
• Cleaning log (daily)
• Delivery log (every delivery)
• Pest control reports
• Staff certificates and training records

Keep these for at least one year in a folder in the kitchen.

12Maintenance

Small problems fixed the same day are what keep a new building looking new and reviews above 9. Every fault goes into one maintenance log, with the date it was reported and the date it was fixed.

Who fixes what

Daily (housekeeping and the owner on rooms)

• Every room checked during cleaning: lights, AC, TV, shower pressure, hot water, door code
• Lift working; any noise or jolt reported
• Garden lights and irrigation working

Weekly

• Walk the whole building: corridors, stairs, garden, kitchen, store rooms
• Test the door code system and the backup key
• Check for leaks under sinks and around toilets

Monthly

• AC filters cleaned in every room and the kitchen
• Kitchen extraction filters cleaned
• Fire extinguishers visually checked; emergency lights tested
• Pest control visit report filed

Every 6 months

• Full AC service by a technician before summer and before winter
• Touch up paint in rooms and corridors
• Check grout, silicone and drains in all bathrooms

Yearly

• Fire extinguishers and alarms serviced and certified
• Lift inspection certificate renewed
• Electrical safety check of your own appliances
• Close one room at a time in January for a deep refresh

When something breaks while a guest is in the room

1. Apologise and give a time it will be fixed.
2. If it cannot be fixed within 2 hours and affects comfort (no AC in summer, no hot water), move the guest to another room.
3. If no room is free, offer a discount on the night and fix it first thing the next day.

Keep a contact list of a plumber, electrician, AC technician, lift company and locksmith who will come the same day, and agree their call out fees in advance.

13Safety and emergencies

With no one on site at night, guests must be able to get out safely and reach help on their own. The emergency number in Cyprus is 112 for police, fire and ambulance.

What must be in place before the first guest

• Fire exit plan on the back of every room door, in English and Greek
• Emergency lighting and exit signs working on every floor
• Fire extinguishers and a fire blanket in the kitchen, serviced and dated
• Smoke detectors in every room and corridor, tested
• Doors open from inside without a code, always
• First aid kit in the kitchen and at reception, checked monthly
• Night phone number and 112 on the room information card
• Fire safety certificate confirmed with the owner

Fire

1. Anyone who finds a fire raises the alarm and calls 112.
2. Use an extinguisher only on a small fire and only if the way out is behind you.
3. Get everyone out to the meeting point: knock on every room door on the way.
4. The owner on duty counts guests against the booking list at the meeting point.
5. Nobody goes back inside until the fire service says so.

Medical emergency

1. Call 112 first. Give the address and the room.
2. Do not move the person unless they are in danger; give first aid only if trained.
3. Call the owner on duty, then the guest's emergency contact if they agree.
4. Write an incident report the same day.

Night calls to the night phone

Incidents

Every accident, injury, theft, damage or police visit goes into the incident log the same day: what happened, who was involved, what was done. Photograph any damage. Tell your insurer within the time your policy requires.

CCTV and guest data

• CCTV is allowed at entrances and shared areas, never inside rooms or bathrooms. Put up a visible sign that cameras are in use.
• Keep recordings no longer than needed, usually up to 30 days, unless an incident needs them.
• Guest details (names, IDs, cards, phone numbers) are personal data under GDPR: store them only in the booking system, never in personal chats or on paper left out.
• Only owners and named staff can access guest data. Delete what you no longer need.

14Guest experience and reviews

The goal is a Booking.com score of 9.0 or higher by the end of the first summer. At your price level guests expect a personal touch, and with self check in that touch has to come from messages, small details and the owners being seen.

What earns a 9 or 10 at a boutique hotel

The small touches

• A welcome treat in the room: local sweets or a bottle of water from Cyprus.
• A one page guide to the area: your favourite cafe, beach, restaurant, the airport and taxi numbers.
• Celebrations: when a booking mentions a birthday or anniversary, add something small and a card.
• An owner says hello to every guest at least once during their stay.

Reviews

1. Ask every guest at check out, in person or by message, with a direct link.
2. Reply to every review on every platform within 48 hours, signed by name.
3. Good review: thank them for something specific they mentioned.
4. Bad review: thank them, apologise for their experience, say what you changed. Never argue, never reveal private details.
5. Every Monday, read the week's reviews together and pick one thing to improve.

Guest messages

Keep ready made answers for the common questions (parking, Wi Fi, airport transfer, late check out, nearby restaurants) in the booking system, but always add a personal line.

15Pricing and revenue

Prices are set every week, not once a season. One hour every Monday is enough for 7 rooms, and it is worth more than any other hour of the week.

The Monday pricing routine

1. Open the booking system and look at the next 90 days: how full is each night?
2. Compare with your plan's occupancy for that month.
3. Check 4 or 5 competitor hotels for the same dates on Booking.com and Google Hotels.
4. Adjust prices using the rules below.
5. Write what you changed and why in the pricing log.

Simple pricing rules

Never drop below the lowest price you agreed for each room type. Discounting too far damages the brand you are building.

Channels

• Keep Booking.com and Airbnb for visibility, especially in year 1.
• Push direct bookings: a best price guarantee on your website, a free extra for booking direct, and the website link on every message.
• Check each month what share of bookings came from each channel and what you paid in commission. Update the Booking channels table in the plan.

Numbers to watch every month

Once open, enter the real monthly results next to the plan, so you see early whether the year is on track.

16Money and admin

Know your cash position every day and your profit every month. Most small hotels that fail run out of cash in the winter, not customers in the summer.

Daily cash up (10 minutes, every evening)

1. Print the till report for breakfast, brunch and bar.
2. Match card payments against the card terminal's end of day report.
3. Count cash; any difference over €10 is written up and explained.
4. Check the day's room payments arrived (channel, card, transfer).
5. Note the totals in the daily sheet.

Weekly

• Pay supplier invoices due that week; check each against the delivery note
• Check Booking.com, Airbnb and Expedia payouts arrived and match the bookings
• Cash forecast for the next 4 weeks: money coming in versus rent, payroll and suppliers

Monthly

• Payroll and social insurance paid on time
• Rent paid on the agreed date
• All invoices and receipts sent to the accountant by the 5th
• Results entered in the plan: occupancy, rate, brunch, events, costs, profit
• A one hour review together: what is ahead or behind the plan, and one action for next month

Quarterly and yearly

• VAT returns with the accountant
• Yearly accounts and audit
• Insurance and licences renewed before they expire

Suppliers

• Keep at least two suppliers for anything you cannot run without: food, laundry, coffee, drinks.
• Negotiate payment terms of 30 days where you can.
• Review prices every 6 months; ask for a better price once you have steady volume.

Cash reserve

Keep enough in the bank to cover 3 months of fixed costs (rent, salaries, running costs) before you take any profit out. It is what carries you through January and February.

17Hiring and training staff

Hire for attitude and train for skill: a warm, reliable person can learn the routines in this manual, but nobody can be trained to care. Start everyone with a written contract and a probation period.

Before the first hire

• The company registered as an employer with social insurance
• Employer's liability insurance in place
• A standard contract checked by your accountant or lawyer: hours, pay, days off, probation, notice
• Check the current national minimum wage and any hotel sector agreement on pay, 13th salary or service charge

Hiring

1. Write a short job description from the relevant section of this manual.
2. Advertise on local job sites, social media and through hospitality schools.
3. Interview in person at the hotel; ask how they would handle a real situation, such as a guest locked out at midnight.
4. A paid trial shift before offering the job.
5. Check references from at least one previous employer.
6. Register the employee with social insurance before their first working day.

First week training

Keeping good staff

• Pay on time, every time.
• Publish the rota at least 2 weeks ahead.
• Short team meeting every week: what went well, what to fix.
• Share good guest reviews that mention staff by name.
• Review each person after 3 months and every year after.

When things go wrong

Raise a problem privately and early, write down what was agreed, and follow the probation and notice terms in the contract. Take advice from your accountant or lawyer before ending anyone's employment.

18Living alongside the owners

The owners live in the same building, so a good relationship with them is part of running the hotel. Agree the rules in writing at the start; it is much easier than fixing a misunderstanding later.

Agree in writing

• Which areas are shared, which are the hotel's, and which are private
• Which entrance each side uses, and whether guests ever pass through the owners' areas
• Quiet hours for the hotel, events and brunch
• How many events per month, and how much notice the owners get
• Who parks where, and where deliveries arrive
• Whether the owners may use the garden, and when

Day to day

• Share the events calendar with them at the start of each month.
• Tell them before any contractor works near their accommodation.
• One named contact on each side for anything about the building.
• A short catch up once a month: what is working, what is not.

Guests and the owners

Guests should never feel they are staying in someone's home. Keep private areas clearly marked, keep the owners' comings and goings separate from guest areas where possible, and agree how to introduce them if a guest asks.