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Clean Recall (SOP)

Overview

Every clean needs to meet defined quality benchmarks. If all the requirements of the checklist are not completed to a high standard, or there aren’t any photos of a clean, Whizz may be required to initiate a recall clean. A recall can be requested by the Property Management Group (PMG), guest, Whizz Property Inspector or following a completed job checklist review. Recalls must be organised urgently as they could represent low-quality cleans. Low-quality cleans result in negative reviews from guests and have an impact on our relationship with PMGs.

 

GOAL:  Ensure every clean is completed to a high standard

 

Process 

  1. If the recall request has not originated from a completed checklist review → review the feedback received from the PMG, guest or Whizz Property Inspector by reviewing the completed job checklist →

  2. If required, contact the cleaner to signal an issue and request further information on any issues identified

  3. Check the AP if a guest is in the property by looking at the guest arrival date and time on the booking

  • If a guest is in the property it is necessary to coordinate an appropriate time to go back to the property with the PMG so the guest is not disturbed

  • If the property is vacant a recall should be completed within the guidelines below

  1. Create a recall clean in the AP → Managing Recall Cleans in the AP

    1. Inform the cleaner about the recall. Send Macro STR>SMS>SP> Remedy Poor Clean Recall Required

    2. Confirm with PMG that recall has been initated. Send Macro STR>PM> Remedy Poor Clean Recall Confirmed

  2. Record the recall → STR Inspection, Checklist and Quality Tracking

The cleaning company will be required to return to the property for the recall within the following timeframes:

 

Escalation Point

Operations Team Lead