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Damage & Maintenance (SOP)

Overview

All damage or maintenance 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. It is important these are communicated quickly to the PMG so that the guest can be held liable. This also reduces the liability of the cleaner and Whizz. Damage and maintenance are serious issues that must be resolved ASAP.

 

GOAL:  Ensure return or replacement of missing keys

 

Process

Normally damage or maintenance should be reported by the cleaner in the Whizz Hub app.

A cleaner must send an email to Whizz to report damage or maintenance 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 damage and maintenance immediately to the PMG

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

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

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

 

Escalation Point

Operations Team Lead