Purpose

This is the property operations playbook we use at Borgo Santolina. It covers how we keep the physical property ready, prevent failures, respond to maintenance issues, coordinate service access, maintain critical spares, and preserve operating knowledge.

Principles

• Preventive maintenance is better than reactive repair.
• Every team member is responsible for identifying deficiencies and potential improvements.
• When an issue affects a guest, response time and minimizing inconvenience come first.
• If a guest cares about it, we treat it as important.
• Repairs should be discreet and clean, with no trace left behind.
• Recurring issues become checklist items or documented maintenance standards rather than tribal knowledge.

Roles & Ownership

• Management owns recurring checklist review, triage, guest communication, vendor coordination, documentation, and resolution follow-up.
• The grounds team handles repairs within its capability and supports exterior readiness. Detailed landscaping and agriculture work belongs in 6b. Landscaping & Agriculture.
• Housekeeping inspections identify room defects and route maintenance findings here. Detailed cleaning and room-readiness procedures belong in 3. Housekeeping & Property Readiness.
• Specialist vendors handle work outside the internal team's capability. Management owns access, oversight, and recording the result.
• Property Operations coordinates across departments where physical infrastructure affects the guest, even when detailed execution belongs in another playbook.

Preventive Maintenance & Property Readiness

Recurring maintenance checklists live in Cortile PMS. The operating-season calendar is still to be confirmed.

Daily

• Confirm the daily pool and soaking-tub operating checks are complete. Detailed water testing, cleaning, and water-level procedures belong in 6a. Pool & Soaking Tubs.
• Confirm guest-room inspections are completed under 3. Housekeeping & Property Readiness and route maintenance findings here.
• Move property trash to the dumpsters.

Weekly

• Check core water systems.
• Check heating and cooling systems.
• Visually inspect common areas for damage, failed lights, and other deficiencies.
• Management reviews the common-area checklist even though every team member is expected to notice problems throughout normal work.
• Review grounds and irrigation condition.
• Confirm laundry facilities are operational.

Monthly

• Inspect the HVAC filtration system. Filter location, quantity, and final cadence remain open decisions.
• Check irrigation systems. Detailed execution belongs in 6b. Landscaping & Agriculture.
• Audit critical spare-parts inventory.
• Check GPL levels.
• Check water purity and hardness.

Seasonal

• Coordinate pool opening and closing.
• Complete HVAC summer and winter preparation.
• Inspect roof, gutters, and drainage.
• Complete septic pumping and inspection.

Annual

• Complete a full asset review.
• Review vendor performance.
• Reset the maintenance budget and capital-expenditure plan.
• Evaluate the water carbon filter and replace it if needed.

Arrival Route & Exterior Access

We treat the route from the main road to the property as part of the arrival experience.

• Keep Apple Maps, Google Maps, and Waze directions accurate.
• Maintain directional signage from the highway to the property.
• Monitor public approaches where practical so signage stays clean, visible trash is removed, and road problems can be raised with the municipality.
• Keep the driveway entrance presentation-ready.
• Fine-grade the gravel driveway before turnover day when needed.

Guest-Facing Physical Standards

Property Operations owns the physical conditions that make guest spaces comfortable and functional.

• Keep tables, chairs, and guest seating areas level and comfortable. Do not place seating on sloped grass where furniture is unstable or guests face avoidable discomfort.
• Maintain quiet places where a guest can work on a laptop or take a video call.
• Maintain intimate and unexpected spaces for conversation and discovery.

Guest-Facing Issues

A guest-identified maintenance issue is an opportunity to impress. We respond without trivializing the problem.

• Acknowledge the issue immediately and start the maintenance workflow in Cortile.
• Give a clear expectation. If the fix time is known, state it. If not, commit to a specific time for the next update.
• Fix the issue discreetly and cleanly.
• Follow up proactively after the repair.

Maintenance Workflow

The workflow exists to prioritize work, allocate the right resource, and leave a useful record.

• Create a detailed maintenance ticket in Cortile.
• Triage who should handle the work: the grounds team or a specialist vendor.
• Triage severity.

Severity

• Urgent: materially affects guest experience or safety.
• Moderate: final threshold remains to be defined.
• Preventive: final threshold remains to be defined.

Execute & Close

• Contact, communicate with, and oversee the internal team or vendor.
• Communicate with the guest when appropriate.
• Record updates and the final resolution in the maintenance system.
• Capture photos when useful.
• Follow up with the guest when the issue was guest-facing.
• Convert systemic or recurring problems into preventive-maintenance tasks or checklist items.

Vendor, Delivery & Service-Call Management

Vendor Records

Reliable execution depends on knowing our vendors and building good working relationships. Vendor records should be kept in the approved maintenance system.

• Record which systems and services each vendor supports.
• Identify the preferred vendor where relevant.
• Record lead times.
• Record billing policies.
• Offer vendors coffee or water on arrival.

Deliveries & Service Calls

Food and beverage deliveries, laundry, GPL gas, firewood, service calls, and repair arrivals require property-specific access procedures so operational activity does not disrupt guests. Delivery windows, routes, access points, and handoff procedures remain to be defined.

Spare Parts & Backup Equipment

We hold critical spares so common failures can be fixed without waiting for a delivery.

Critical Spares

• Faucets, cartridges, and seals.
• Toilet internals.
• Light fixtures and bulbs.
• Pool and water-system pumps.
• Water-level sensors, including float switches and ballcock valves.
• Electrical switches and outlets.
• Light switches and dimmers.
• HVAC filters. Final location and quantity remain to be confirmed.
• Pool and soaking-tub cleaning supplies, chlorine, and other consumables.
• Wi-Fi access point.
• Network cables.
• Paint and limewash touch-up products.
• Door handles.
• Extra set of keys.

Inventory Rules

• Define minimum stock levels and record them in the approved inventory system and at the physical storage location.
• Complete a manual inventory audit monthly as a double-check.
• Use system alerts for minimum levels if the selected platform supports them.
• Maintain backup equipment for essential systems and failures likely to materially affect guest satisfaction.

Documentation & Knowledge Base

The goal is institutional memory, not tribal knowledge.

• Store equipment manuals digitally in Cortile and keep physical copies where useful.
• Store SLAs, guarantees, and warranties in Cortile.
• Record one-off issues and fixes in the approved maintenance system.
• Add systemic, recurring, preventive, or maintenance issues to the appropriate checklist.

Quality Control & Training

• Management reviews recurring maintenance checklists.
• Every team member is trained and expected to notice deficiencies and potential improvements.
• Critical-spares inventory receives a monthly manual audit.
• Vendor performance is reviewed annually