Cleaner Request Additional Time (SOP)

Overview

The cleaner needs to stay at a property for as long as it takes to complete the checklist and ensure that the property is ready for the next guest. Sometimes, when the scope of work is beyond the checklist the cleaner must stay for significantly longer to finish cleaning eg. guest parties or significant dirt buildup. In these cases, they are entitled to an additional cleaning fee provided the Property Management Group (PMG) has approved the additional work.

Process

If additional time is requested by a cleaner

1. If they haven’t already, request that the cleaner send detailed photos and a description of the additional work required

2. Ensure the cleaner knows that an additional cleaning fee will only be paid if the PMG approves

3. Once photos are received determine if there is sufficient evidence that additional work is required

If there is not sufficient evidence that additional work is required

• Contact the cleaner to advise that the property must be cleaned but an additional cleaning fee will not be paid

If there is sufficient evidence that additional work is required

1. Contact the PMG with the photos and a description of the additional work required

2. Send macro: STR>PM> Request Approval Additional Work

3. Follow up the email with a phone call to the PMG to ensure a timely response

4. Once the PMG responds, phone the cleaner to inform them of the outcome → if the PMG doesn't approve the work then escalate to the Operations Team Lead

   1. If Additional time is approved, send → macro STR>SMS>SP Approval of Additional Work

   2. If not approved, send → macro STR>SP> Additional Work Rejected

*Important: The PMG must send approval via email

Escalation Point

Operations Team Lead

Link to process in Confluence: https://whizz.atlassian.net/wiki/spaces/STR/pages/1095106622/Cleaner+Request+Additional+Time+SOP