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Cleaner Damage (SOP)

Overview

All damage caused by guests should be reported immediately by the cleaner in the Whizz Hub app. When a cleaner reports damage in the app it triggers an email to the Property Management Group (PMG) and Whizz. Damage caused by cleaners should also be reported immediately so that it can be managed by Whizz. Damage is a serious issue that must be resolved ASAP.

 

GOAL:  Communicate damage ASAP to PMGs

 

Process

If a cleaner has caused damage to the property they are liable for the cost of repairs.

Normally damage should be reported by the cleaner in the Whizz Hub app and the cleaner must specify it was their fault.

A cleaner must also send an email to Whizz to report damage if:

  • the cleaner is unable to use the app or 

  • damage is so severe that the cleaning can not be started

  • additional photos are needed of the damage

*Important If the damage to the property will prevent the next guest from being able to check into the property, this should be immediately escalated to the Operations Team Lead.

Whizz needs to report the damage immediately to the PMG

  1. Contact the PMG with the photos and a description of the damage

  2. Send macro →STR>>PM>>Additional Damage

  3. Follow up the email with a phone call to the PMG, if necessary

  4. Request quotes for damage → 2 quotes are required

  5. Once jobs to fix damage are complete and paid, request the invoice from the PMG

Whizz needs to help the cleaner with their insurance claim

  1. Contact the cleaner with the damage photos from the checklist, any additional photos sent and a description of the damage

  2. Follow up the email with a phone call, if necessary

  3. Once quotes from the PMG are received, provide these to the cleaner

  4. Provide the invoice from the PMG to the cleaner to give to the insurance company for payment

  5. Follow-up on payment

  6. When payment is made send confirmation to the PMG

*Important: Photos are always required

 

Escalation Point

Operations Team Lead