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Harborby Signalry
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Ops / GMToday

Job brief

Recover a 1-star before it compounds

How and who for the hotel job—verified when attested.

When a 1-star lands before lunch, I want a same-day recovery so the cluster does not become tomorrow’s bubble.

Usable on this screen

Scoped brief

Triage in hours, not in a monthly PDF. Answer like a grown-up. Fix the floor if the floor is the cluster. An agent may draft in house voice. Gating is a hard no. A 90-day path is for the bubble; same-day is for the guest who still might be in-house.

Outcome
A 1-star has an owner within two hours, an ops cause named the same day, and a response the GM will sign — no gating.
Catalog budget band
$9–16k path + the ops fix. A worksheet range, not a quote.
Catalog timeline
Hours for the reply; weeks for the cause. Not a promise.

  1. Step 1

    Alert inside a daypart, not a week

    Frontglass-shaped inbox or the equivalent. A spike that waits for Monday is already a cluster.

  2. Step 2

    Recover the guest if they are still here

    A desk script beats a public paragraph. Then write the public paragraph the GM will sign.

  3. Step 3

    Name the cause before you ask for volume

    If it is rooms, walk rooms. Quill will send you to Hearth & Key. That handoff is integrity.

  4. Step 4

    Never gate

    Harbor scores gating as an integrity zero. Platform rules are not a suggestion.

Provider shortlist

  1. People

    Quill Review Studio

    Reputation recovery

    Catalog score 8.5. A post-job shape, not a verification. Stable id quill-review.

  2. Agent

    Reviewdraft Agent

    Review response drafts

    Catalog score 8.3. A post-job shape, not a verification. Stable id reviewdraft.

  3. Software· demo

    Frontglass Reputation

    Review inbox & rating trajectory

    Catalog score 8. A post-job shape, not a verification. Stable id frontglass.

  4. People

    Hearth & Key

    Housekeeping quality & guest comfort

    Catalog score 8.9. A post-job shape, not a verification. Stable id hearth-key.

Download markdownFull who listRecord a result

Leave a record

The next hotel starts from what you leave

Harbor by Signalry stays hotels only. A description, a claim, and a reported result each leave a stable id behind. Nothing here is a price, a customer, or a verification.

  • Buyer

    Describe your job

    No account. Harbor by Signalry opens the closest catalog brief, when not to buy, and a shortlist. A weak sentence stays on the catalog.

    Open a brief

  • Supplier

    Join as a supplier

    Company, jobs served, regions, and a hotel reference. The packet is queued as unverified pending. The form cannot mark it verified.

    Start a claim

  • Hotel

    Record a result

    A metric, before and after, and the dates. It is shown as reported until a person checks the evidence. Verified Outcome is not insurance.

    Record a result

AdviceA same-day reply does not clean the room. Name the cause or you are decorating.

VerifiedSee The Marlowe: cluster named in five days; no gated asks.

Name a verified-outcome priceSit a 30-minute pilotHow ranking works

Situation

What is actually on fire

A 1-star lands while the guest is still in the parking lot. Marketing sees it Monday. The desk could have recovered today.

Approaches

Two or three paths — with the give

Pager + three-step recovery

When. A duty manager will own the phone for 90 minutes

You give. Not a reputation dashboard

Volume-only ask

When. You only want more reviews

You give. You will not fix the cluster

Hold and cluster last 30 days

When. You cannot name the theme (rooms, desk, parking)

You give. A week of reading before a vendor

Who to involve

  • · GM
  • · Duty manager
  • · Housekeeping if rooms-cluster
  • · Front desk

First 7 days

YAML-shaped: day / theme / tasks / owner / risk / exit. Advice until a case is verified.

  1. day: 1

    Name the cluster

    • · Read last 30 days. Rooms, desk, or parking — pick one.
    owner:
    GM
    risk:
    Treating every 1-star as unique
    exit:
    One written theme

  2. day: 2

    Same-day owner

    • · Duty manager owns the phone for 90 minutes after a 1-star.
    owner:
    Duty manager
    risk:
    Marketing sees it Monday
    exit:
    Named pager

  3. day: 3

    Three-step recovery

    • · Find, offer, write. No guaranteed star.
    owner:
    Duty manager
    risk:
    Gated checkout ask
    exit:
    Written recovery script

  4. day: 4

    Public reply path

    • · A person sends. An agent may draft. Never auto-post.
    owner:
    GM
    risk:
    Bot reply with a room number
    exit:
    Human send rule

  5. day: 5

    Vendor ask

    • · Same-day alert or a dashboard? Discard dashboards.
    owner:
    GM
    risk:
    Volume-only pitch
    exit:
    Scored checklist

  6. day: 6

    Run one weekday

    • · Page the duty manager on a live 1-star or a drill.
    owner:
    Duty manager
    risk:
    A drill nobody hears
    exit:
    Timed response

  7. day: 7

    Publish recovered vs ignored

    • · Count same-day recoveries. Ignored is the fail.
    owner:
    GM
    risk:
    Star-count theater
    exit:
    Monday note

Decision worksheet

Questions, red flags, bands

Take this to a vendor call. Budget bands are Advice — a Harbor shape, not a quote.

Ask the vendor

  1. 1. Who types the status / number — a person, or your product?
  2. 2. What would have happened anyway in 90 days without you?
  3. 3. Show a property of this size and stack. Demo-labeled categories do not count as proof.
  4. 4. What can your agent never do (folio post, mark clean, change a rate)?
  5. 5. What is the kill-switch if guest comments move?

Red flags

  • · Guaranteed star.
  • · Gated checkout ask.
  • · A tool that writes the public reply with no human.
  • · No same-day owner.

When not to buy. Anyone selling a guaranteed star or a gated checkout ask.

Do it in-house

Time and a named owner. No vendor. Use the 7-day plan first.

$9–16k path + the ops fix

Typical Harbor band for this job — advice, not a quote.

Full program

People + system + 90-day proof. Only if the 7-day plan already failed.

Vendor checklist

Score the call. Keep it on this browser.

Weighted questions — yes/no, scale, or text. Must-pass ids persist on this browser. Pass threshold 70. A no on a must-pass is a walk-away — not a maybe.

Brand
Stack shape — not a partnership

  1. property context · weight 2 · must pass

    Can they name your key count and whether you are independent, soft-brand, or major — without a discovery theater?

  2. property context · weight 2 · must pass

    Do they treat your PMS as a shape (Opera-class / Mews-class / Cloudbeds-class) — not a fake partnership slide?

  3. control · weight 3 · must pass

    Who types the status / number — a person, or your product?

  4. vendor · weight 2

    What would have happened anyway in 90 days without you?

  5. vendor · weight 2

    Show a property of this size and stack. Demo-labeled categories do not count as proof.

  6. vendor · weight 2

    What can your agent never do (folio post, mark clean, change a rate)?

  7. vendor · weight 2

    What is the kill-switch if guest comments move?

Does not clear

0 / 100

must_pass: same-day-review-recovery-ctx-rooms, same-day-review-recovery-ctx-stack, same-day-review-recovery-q1

A must-pass failed. Walk away.

How

The brief

Triage in hours, not in a monthly PDF. Answer like a grown-up. Fix the floor if the floor is the cluster. An agent may draft in house voice. Gating is a hard no. A 90-day path is for the bubble; same-day is for the guest who still might be in-house.

  1. Step 1

    Alert inside a daypart, not a week

    Frontglass-shaped inbox or the equivalent. A spike that waits for Monday is already a cluster.

  2. Step 2

    Recover the guest if they are still here

    A desk script beats a public paragraph. Then write the public paragraph the GM will sign.

  3. Step 3

    Name the cause before you ask for volume

    If it is rooms, walk rooms. Quill will send you to Hearth & Key. That handoff is integrity.

  4. Step 4

    Never gate

    Harbor scores gating as an integrity zero. Platform rules are not a suggestion.

Tradeoffs

  1. Same-day ops plus a signed reply

    You get. A chance the cluster dies tonight

    You give. A GM who must still look at the floor

  2. A promised star

    You get. A pitch

    You give. The listing, later

Pitfalls

  • · Replying 40 times and changing nothing.
  • · Asking the unhappy guest to move the review.
  • · Treating construction as ‘service.’

Success criteria

  • · 1-star owner assigned within two hours.
  • · Cause named the same day.
  • · Zero gated asks.

Who

Ranked for this job

Rank is post-job score, then listed order. Not for sale. Software marked demo is an archetype.

Agencies & contractors

Systems

AI agents

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Compare

When to pick whom

People do the work beside the desk. Software is a system — demo-labeled when it is a category shape. Agents draft; they do not post money or mark a room clean.

ProviderKindScoreFeePick whenWalk away when
Quill Review StudioPeople
8.5
$9–16k recovery sprintA sudden, specific review collapse with a known cause.Properties hunting for a guaranteed star rating.
Hearth & KeyPeople
8.9
$14–28k program, 8–12 weeksGMs watching housekeeping comments eat the rating.Hotels that only want a mystery-shop report.
Frontglass ReputationSoftware· demo
8.0
Demo · $149–399 / property / monthGMs who need the review firehose in one place.Hotels buying a guaranteed rating.
Desk SignalSoftware
8.2
$290–$540 / monthGMs who want same-day recovery, not a weekly reputation PDF.Brand hotels already on a mandated reputation suite.
Reviewdraft AgentAgent
8.3
$149–349 / monthGMs who answer reviews at 11 p.m.Anyone shopping for fake volume.

Open graph

Hotels on this job

Open hotelsBuy / sell desk

Evidence

Peer case studies

Ops / GM
8.7

A 7.4 bubble, a 90-day path

The Marlowe · 186 keys · Austin, TX

Claim.
A 7.4 bubble recovered without gating or bought reviews.
Evidence.
Cluster named in five days; public replies signed; rooms cause closed.
Caveat.
The path was 14 weeks. A same-day reply does not rebuild a bubble.

Read the case

Verified
Ops / GM
8.4

The 1-star still in-house at lunch

Cedar Ridge · 96 keys · Asheville, NC

Claim.
Same-day recovery without decorating the listing.
Evidence.
Pager log, guest folio note, public reply timestamp.
Caveat.
The star did not move that week. The cluster died because the floor changed.

Read the case

Verified

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