We spent three months talking to independent hospitality owners. Restaurants, bars, hotels, cafes. Different sizes, different cities, different challenges.
But three problems came up in almost every single conversation.
Problem 1: Knowledge lives in people
Operational knowledge isn't documented. It lives in the heads of your best people. When they leave, you lose it.
Problem 2: Escalation is broken
Everything lands on the owner's desk. Staff don't have the framework to make decisions, so they ask. You become the bottleneck.
Problem 3: You can't step back
Because of the first two problems, you can't actually take time off. The business depends on you being there.
These aren't separate problems. They're connected. And they're solvable.