UNACCOMPANIED MINER

I've spent 14 years and 200+ nights a year moving through hotels, airlines and loyalty programs, and a career in healthcare operations taught me to look at them the way I'd look at any facility: where the process works, where it breaks, and who's responsible when it does. Some friction is built in on purpose. Some of it is just a failure nobody's fixed. This is where I sort out which is which