Skip to content
Contact us
  • There are no suggestions because the search field is empty.

Checklist Checks (SOP)

Overview

When a cleaner completes a job using the app, a report is generated to show the completion of the checklist and required photos. The checklist report is automatically sent to the Property Management Group (PMG) and Admin Panel (AP) on completion of the clean. It is important to review the checklist report photos to ensure the booking has been completed to the standard required. This helps to identify and rectify any issues ASAP.

 

GOAL:  Ensure evidence of quality completion of the clean

 

Process

The checklist report needs to be reviewed as jobs are completed throughout the day → every 30 minutes after 12:00 pm until all jobs have been reviewed.

  1. Identify completed bookings in the AP → AP Dashboard Check

  2. Within the booking a checklist button is displayed when a job is completed → Click this button to download the checklist report for the completed job

To review a checklist report

To review a checklist → Review Checklist Report in the AP

The key areas to review are:

  1. If checklist is complete

  2. Any issues with clean quality

  3. Any damages shown in the images 

  4. Incorrect images, non-cleaning related images or blank images uploaded

  5. Bad quality images

  6. Time spent on property

  7. If the checklist itself is not asking the cleaner for photos, escalate to the Team Lead to ensure the checklist is correct

To action an issue found in a checklist report

If there is damage identified and this has not already been reported to the PMG

  • Contact the cleaner to clarify the extent of the damage and collect additional photos, if required → send macro STR>SP>Checklist Feedback

  • Communicate damage to the PMG send macro → STR>PM>Additional Damage

If there are significant quality issues or there aren’t any photos of the clean this may require a recall →

If there is concern that there may be quality issues this may require an assessment from the Whizz Cleaning Representative →

If the cleaner did not spend enough time at the property:

  • Contact the cleaner to clarify send macro → STR>SMS>SP>Time at Property

  • If the cleaner responds that they did not assign all team members send macro → STR>SMS>SP>Reminder to Add Team

If the cleaner indicates there was an app issue:

  • Collect screenshots of any app issues and raise an SD ticket →

Issues regarding Clean Quality or incorrect photos:

Take a screenshot of clean report and contact cleaner send macro → STR>SP>Checklist Feedback

  • Incomplete checklist

  • Minor issues with clean quality

  • Incorrect images, non-cleaning related images of blank images 

  • Bad quality images

To rate a clean in the AP

Once the checklist has been reviewed an internal rating should be made for the booking. This enables supply performance management and helps us understand the quality of cleans being completed.

A booking should be given a 5-star rating unless a problem is identified when reviewing the checklist. The reductions to be made from a 5-star rating are detailed below with reductions being made for every problem identified. The minimum star rating for a booking is 1 star.

 

Escalation Point

Operations Team Lead