The house recipe · pass it on
The Model
This is the part we don't put on the front page: how Ohana actually runs its inns, role by role, written as checklists a new teammate can pick up on day one and know exactly what good looks like. Tick as you go, or print your role's run-sheet and keep it open. It's built section by section, and it grows.
Your ticks are saved on this device only. Nothing is sent anywhere.
01
The Model at a Glance
Four on-site and remote pieces replace a full-time manager, backed by a shared support stack.
Ohana Inns runs each property without a full-time, on-site general manager. Instead, four pieces work together, backed by a shared support stack. Who sets the schedule: the Team Leader, with guidance from the inns leaders group. Escalation ladder for anything urgent: Guest, then 24/7 CS (Chops), then the remote Manager (Chops / Choperations), then the on-call local backup, thenundefinedwhen life or safety is at risk.
The four pieces
The wider support stack
02
Team Leader
On-site. Half housekeeper, half manager: the person who makes the boots-on-the-ground pieces work.
This role is new in the Julyundefinedupdate. The doc gives its five back-office duties directly; the daily and weekly cadence below is a reasonable working rhythm built around them, so confirm timing with your Team Leaders as they settle in.
Daily, on-site (the housekeeper half)
Weekly
Ongoing / as-needed (the manager half)
Supply & stock
On-call
03
Super Housekeeper
On-site eyes and hands: a property manager in your own right, not just a cleaner.
Morning: "The Walk" (about 20 minutes)
Through the day: rooms, inspections, deliveries
As needed: light first response
Before you leave
Per-room sign-off (sign and date every room)
04
Chops — Choperations & 24/7 CS
Remote. Runs the day-to-day manager job by phone and laptop, and answers the phone at 3 AM.
Chops now owns both the front-line 24/7 CS function and Choperations: the reservations, revenue, and reconciliation work that used to sit under a single combined role. The timed rhythm below carried over from that merge, so confirm it still fits as Chops takes on the fuller scope.
Morning desk check (15 to 20 minutes)
Midday review (10 minutes)
Ongoing responsibilities
Per-shift: 24/7 customer service
05
Books Team
Accounting, reconciliation, and tax filings: the numbers behind every property.
Built from the role's stated scope in the operating doc, not a documented minute-by-minute routine. Use this as a first-draft SOP to refine with the Books team.
Daily / weekly
06
Revenue / Listing Team
Pricing, OTA listings, and channel management across every property.
Built from the role's stated scope in the operating doc; refine into a full SOP with the Revenue team.
Daily / weekly
07
On-Call Local Backup
Covers physical emergencies when the on-site team is off the clock.
Covers fire, flood, a refusing guest, a medical emergency, or an after-hours lockout when housekeeping is off-site and CS can't resolve it. Escalation ladder: Guest, then 24/7 CS (Chops), then the remote Manager (Chops / Choperations), then the on-call local backup, thenundefinedwhen life or safety is at risk.
The chain
Per-incident
08
StayStack
The always-on teammate that never clocks out.
StayStack is the property-intelligence layer behind Choperations. It's used each day to get detailed information on the property and make a move or two to ensure excellence. Think of it as a teammate always watching the property: it surfaces what needs attention so the humans spend their limited time on the highest-value calls, not on digging for information. It's funded as protected core infrastructure tied to the revenue-management transition, not discretionary software to trim. If you're setting someone up on StayStack for the first time, pair this checklist with a live walkthrough rather than relying on the doc alone.
How each role uses it
09
New Teammate Quick-Start
Week one, any role: how to get from just hired to running your checklist solo.
Everyone reads The Model at a Glance, the StayStack section, and this one. Then go straight to your own role's section and keep it open, or printed, as your daily run-sheet.