{"jobId":"live-room-readiness","count":2,"items":[{"id":"harbor-house-housekeeping","slug":"harbor-house-housekeeping","url":"https://harbor.signalry.ai/cases/harbor-house-housekeeping","title":"Dirty-room mentions, halved in a quarter","hotel":"Harbor House","hotelType":"Historic boutique","rooms":72,"market":"Charleston, SC","persona":"ops","jobId":"housekeeping-complaint-rate","completed":"November 2025","score":9,"metrics":[{"label":"Dirty-room mentions","value":"−61%","level":"verified"},{"label":"Rush rooms late","value":"18% → 7%","level":"verified"},{"label":"Inspect points","value":"40 → 12 done","level":"verified"}],"claim":"Dirty-room mentions halved because inspection became a number.","evidence":"Comment tags vs Monday fail rate for one quarter.","caveat":"Par had to be reset first. Software did not invent a clean sheet.","situation":"Harbor House's bubble was sliding on 'smell' and 'hair in the bath' comments. Inspection existed as a 40-point form no one finished. Afternoon rush rooms were late 18% of the time.","approach":"Hearth & Key walked every room type with the executive housekeeper and cut the inspect to 12 points that actually happened. Housekeep Sequence proposed rush order; the supervisor accepted. Linen par was reset before any culture workshop.","outcome":"Dirty-room mentions dropped 61% in one quarter. Rush-room late rate moved from 18% to 7%. Fail rate is now a Monday number next to occupancy.","quote":"They made inspection a number again. We had been performing a ritual.","quoteBy":"Marcus Hale, GM","who":[{"providerSlug":"hearth-key","role":"Rooms program"},{"providerSlug":"housekeep-seq","role":"Rush sequencing"}]},{"id":"solstice-readiness","slug":"solstice-readiness","url":"https://harbor.signalry.ai/cases/solstice-readiness","title":"Early arrivals stopped checking into fiction","hotel":"Solstice","hotelType":"Lifestyle","rooms":142,"market":"Scottsdale, AZ","persona":"ops","jobId":"live-room-readiness","completed":"April 2026","score":8.4,"metrics":[{"label":"False-ready arrivals","value":"0 / 30 days","level":"verified"},{"label":"Status lag","value":"<20 min","level":"verified"}],"claim":"Live readiness without phantom cleans.","evidence":"30-day arrival log vs rooms-board timestamps.","caveat":"Attendants still enter status. The agent never marked clean.","situation":"Front desk and housekeeping ran two statuses. Early arrivals landed on rooms that had been ‘ready’ in the PMS and dirty on the floor. The 2 p.m. hour was a daily argument.","approach":"Hearth & Key wrote one definition of ready. Housekeep Sequence proposed rush order; the supervisor accepted. The WhatsApp board died. A false-clean was a published fail.","outcome":"Zero early arrivals on a false ready in the first 30 days after go-live. Status lag under 20 minutes on weekdays.","quote":"We stopped arguing about the board. We started arguing about the floor — which is the actual job.","quoteBy":"Diego Ruiz, GM","who":[{"providerSlug":"hearth-key","role":"Ready definition"},{"providerSlug":"housekeep-seq","role":"Rush sequence"}]}]}