Checking B2B Bookings (SOP)

Overview

Back to back (B2B) means that a booking is required to be cleaned immediately after a guest check out (10am) because a new guest will be checking in on the same day. Whizz needs to ensure all B2B bookings have been started by the cleaner in time for them to be completed before the next guest checks in (usually 2pm). B2B bookings are tagged in booking and identified on the dashboard of the Admin Panel with an icon.

Process

1. Every day at 10:00 am check all B2B bookings in the AP.

• Filter the AP dashboard for STR and B2B cleans → Find B2B Bookings on the AP Dashboard & AP Dashboard Check

2. At 10:30 to 11am check all B2B bookings in the AP to ensure that all cleans have started.

• Contact all cleaners for cleans not started who have not responded to morning reminder

• Send macro → STR>SMS>SP>App Not Started - B2B Booking 1

• Cleaners should reply with B2BYES to confirm

3. At 11.30am follow up on all B2B bookings in the AP to ensure that all cleans have started.

• Contact all cleaners for cleans not started who have not responded to any reminders

• Send macro →STR>SMS>SP>App Not Started - B2B Booking 2

• If the cleaner has not responded within 15 minutes, then call the cleaner

4. At 12pm if there is no response from the cleaner, of an unstarted B2B then find a substitute cleaner.

• Contact cleaners with expected availability to complete the B2B clean

• Send macro →STR>SMS>SP>Substitute Cleaner

5. At 12:30pm if there is no response from the cleaner, then reassign the clean to a substitute cleaner.

• Reassign the cleaner for the booking in the AP

• To the assigned cleaner send macro → STR>SMS>SP>App Not Started - B2B Booking 3

• To the substitute cleaner, send macro → STR>SMS>SP>Substitute Cleaner Confirmation

 

Escalation Point

Operations Team Lead

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Link to process in Confluence: https://whizz.atlassian.net/wiki/spaces/STR/pages/1083342888/Checking+B2B+Bookings+SOP