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Booking Reschedule (SOP)

Overview

New bookings received by Whizz have a scheduled completion date and time. The schedule may change due to a request from the Property Management Group (PMG), or a cleaning company may request to reschedule. The process for a schedule change is different depending on who requested the change.

 

GOAL:  Ensure all bookings are completed on schedule

 

Process

To process a reschedule request from the cleaning company

In general, STR bookings cannot be moved. B2B bookings can never be moved, and non-B2B bookings can only be moved to the next day if there are special circumstances. This is called rolling a clean. Whizz does not encourage cleaning companies to do this, as we have an agreement with PMGs to complete all cleans on the day requested.

  1. Whizz receives the request from the cleaning company

  2. Contact the PMG to request approval to roll the clean

  3. Send macro → STR>SMS>PMG>Request to Roll Clean

To process a reschedule request from the PMG

A reschedule request may come via email from the PMG or through an auto-generated email.

  1. Update the booking date and time in the AP to reflect the change. The cleaning company will receive a notification that the booking details have been updated.

  2. If the change is for a same-day booking, the cleaning company will also need to be notified

  3. Send macro → STR>SMS>SP>Reschedule Clean - Urgent

To reschedule a booking in the AP

If the PMG agrees to roll the clean, then Whizz can reschedule the booking in the AP.

  1. Reschedule booking in the AP → Reschedule a Booking in the AP

  2. Contact the cleaning company to confirm the change

  3. Send macro → STR>SMS>SP>Approval to Roll Clean

If the PMG does not agree to roll the clean, then Whizz must ensure a cleaner attends on the same day.

  1. Call the cleaning company, explain that the clean cannot be rolled and request same-day completion.

  2. If the cleaning company is unable to complete the clean on the day

  • Unassign the cleaning company from the booking in the AP

  • Contact all cleaners in the relevant PMG sheet → STR Cleaner Contact Details/Branches

  • Identify the most suitable cleaners and send macro → STR>SMS>SP>Request for Job

  • Continue to contact cleaners until the booking is assigned

  • Communicate all property-specific details and special instructions to the cleaner that will not be easily available in the app

*Important If all cleaners refuse or do not answer, escalate to the Operations Team Lead

 

Escalation Point

Operations Team Lead

Link to process in Confluence document: https://whizz.atlassian.net/wiki/spaces/STR/pages/1082818566/Booking+Reschedule+SOP