Operations:
Less stress. More success.
At 3 Keys, we take over the day-to-day operations of your guesthouse or boutique hotel, so you can focus on growing your business — or finally take that well-deserved break.
From seamless check-ins to housekeeping coordination, guest communication, and supplier management, we keep things running like a well-oiled machine. Whether you’re an off-site owner, juggling multiple properties, or just overwhelmed by admin, we’re here to help.
What to Expect from the 3 Keys Operations Management Package?
Operations Management is where hospitality meets efficiency. Our team acts as your behind-the-scenes engine room — handling logistics, guest service, team coordination, and operational troubleshooting so your property delivers a flawless guest experience without you being constantly “on call.”
Whether you need a full takeover or support in key areas, our service flexes to fit your needs.
We offer:
We streamline on-site operations to improve guest experience, staff efficiency, and profitability:
Strategic Planning:
Conduct operational gap analyses to identify areas for improvement across departments
Processes and Policy Implementation:
Identify and refine departmental procedures for greater efficiency
Think of us as your lean mean operations department — minus the full-time payroll.
What’s Included in the 3 Keys Operations Package?
We don’t just give you a checklist. We run the show with you — or for you.
Operational needs assessment
We conduct a full site and systems audit to identify gaps, inefficiencies, or guest experience risks.
This includes reviewing:
o Daily processes / Staff structure / Communication channels / Supplier relationships
Standard Operating Procedures (SOP) development & training
We create or refine Standard Operating Procedures to ensure every team member knows what excellence looks like.
We also provide:
o Training sessions for your current team / Clear escalation protocols / Quality control tools for housekeeping, front desk, and maintenance
Guest Experience Coordination
From automated check-ins to real-time problem solving, we ensure every guest receives 5-star treatment.
This includes (depending on your package):
Pre-arrival comms / Welcome messaging / On-site support or remote troubleshooting / Check-out and review requests.
What’s Included in the 3 Keys Operations Package? (continue)
Team Scheduling & Oversight
We handle (depending on your package):
o Shift planning / Staff accountability tracking / Leave management / Communication across teams
You’ll always know who’s working, what they’re doing, and how it’s going.
Inventory & Supplier Management
We manage (depending on your package):
o Ordering schedules / Stock levels for amenities, linen, cleaning supplies / Supplier relationships and cost reviews.
Guest Communication Systems
We’ll set up and manage a centralised messaging (depending on your package) to:
o Respond quickly / Track guest queries / Maintain a consistent brand voice.
Issue Escalation & Resolution
Got a plumbing issue? Last-minute cancellation? Staff didn’t pitch?
We’ll handle it. We build (depending on your package):
o Problem-solving solutions / On-call protocols / Resolution templates for common hiccups.
FEE STRUCTURE:
To ensure the success of collaboration, we propose the following commercial terms:
Once-off onboarding fee:
To get your property running smoothly, we charge a once-off onboarding fee to cover:
· Initial audit
· Set-up of checklists & templates
· Relevant training
· Tech/system integration (if applicable)
After that, you’ll only pay a transparent monthly management fee based on the scope of services and property size.
Monthly Retainer: Negotiated depending on the amount of rooms and services required.
Plus, a Commission: 20% of Gross Reservation Revenue (calculated on confirmed reservations booked within the calendar month, regardless of stay date)
Payment Terms: Monthly in advance, payable by the 1st of each month
Exclusions: VAT and disbursements
Annual Escalation: South African CPI + 3%
It’s cheaper to do everything myself.
Maybe upfront. But we help you avoid costly mistakes and lost income. Our clients usually earn more and spend less once we step in.
What if I already have staff?
If you have great staff, we’ll work with them and upskill where needed. But if you need a new team, we can recruit and train one for you. We’re here to enhance—not disrupt.
Can you help recruit new staff?
Yes. We assist with recruitment, onboarding, and training of new hires if your team needs to grow or evolve.
Do you use any tech platforms?
Yes, we can recommend and implement tools for guest messaging, team scheduling, task management, and issue tracking. We’re platform-neutral and choose what suits your property best.
How is this different from hiring a full-time GM?
With us, you get senior-level expertise at a fraction of the cost, without long-term contracts, salaries, or HR obligations. You pay only for the support you need.
Is there a minimum contract period?
We recommend a minimum of 3 months, but we don’t tie you into long-term contracts. Our clients stay because they see results, not because they’re locked in.
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