Or in six WhatsApp chats. Or with the one person who’s just gone on holiday.
When you’re managing a project, a team or a business, getting through the day tends to come first. Writing down how it all works comes later. Sometimes much later.
That’s where I come in.
I work out what’s happening, what’s missing and what would actually help. Then I make the process, document or plan you can put to work.
Make the everyday less improvised.
A shift that hands over properly. A new starter who knows what to do. A process that doesn’t depend on one person remembering everything.
SOPs / handovers / staffing processes / housekeeping & reception / operational reviews
Give a good idea somewhere to stand.
Work through how the service will run, what the customer needs and what has to happen behind the scenes. Then put the useful structure in place.
Service structure / customer journeys / onboarding / supplier organisation / admin systems
Say it clearly. Make it useful.
Documents your team can follow and communications that sound like your business. From the first guest message to the staff handbook.
Handbooks / training materials / policies / FAQs / customer emails / website copy
Business positioning, naming, tone of voice and content planning—connecting what happens behind the scenes with how the business comes across.
Small task or something bigger? Tell me what you need. We’ll agree the scope and price before starting.
Improve one existing document, up to five pages. Wording, structure and formatting, with one round of revisions.
For short documents. Full handbooks and writing from scratch are quoted separately.
A discovery call, review of one workflow, one SOP or checklist, and a short action plan. One round of revisions.
One process, with clear steps and responsibilities.
One service workflow, a customer journey and two agreed templates or trackers. One round of revisions.
For a new service, a small launch or an existing setup that needs structure.
For agreed operational, administrative or writing tasks. We’ll set the priorities and hours together.
My background is in hotel and hostel operations, including working as a General Manager.
Staffing, recruitment, training, housekeeping, reception, suppliers, maintenance, purchasing and guest experience. I know that a process has to work on a busy shift, with real people using it.
An LLB sharpened my research, writing and structured thinking. Teaching English internationally taught me how to explain things clearly and adapt to different people.
I’m particularly at home in hospitality and service businesses, and bring the same practical approach to individuals, teams and companies in other fields.
Understand the practical details.
Think about the customer.
Make it clear enough to use.
These demonstration projects show how I organise information. They use sample scenarios, not paid-client case studies.
A proposed operations reset for a fictional 30-bed hostel: fewer loose ends between reception, housekeeping and the next person on shift.
Handovers in WhatsApp. Late arrivals handled differently. Room priorities unclear. New starters trained from memory. Complaints passed between shifts.
The missing pieces are ownership, one shared record, clear escalation and a consistent way to confirm a task is complete.
A shift handover template, late-arrival SOP, room-priority checklist, new-starter sign-off and complaint escalation steps.
A contractor register and invoice tracker for keeping dates, paperwork and follow-ups together. Fictional example records.
Open the workbook
A document index and chronology for a fictional dispute. Dates and events organised with references back to the original records.
Open the workbookA future travel-planning sample comparing five hotels, with a ranked shortlist and costs in GBP. November 2026; prices need rechecking before booking.
The half-formed idea. The process that keeps breaking. The handbook you’ve been meaning to write.
Tell me where you’re stuck. We’ll start there.
Prefer email? holymordia@gmail.com