Escalations (SOP)

Overview

Although we aim to ensure that there aren’t any problems, sometimes there are significant issues that need to be resolved. These issues need to be prioritised and resolved or escalated to the appropriate person ASAP.

GOAL: Ensure all important issues are resolved ASAP

Process

Issues that require instant escalation include:

Missed clean
Missing or no linen
- cleaner not able to complete clean
- not enough linen for the next 48 hours
Missing or no amenities
- cleaner not able to complete clean
- not enough amenities for the next 48 hours
Cleaner no show
Missing keys
Guest still in the property on a B2B booking

The Team Lead, Operations Team Lead and Customer Success Manager should be informed immediately of the above issues. Should they not respond quickly then inform the Director of Operations.

*Important: Do not leave this issue unresolved! Keep contacting these people or escalate until you have confirmation that the issue will be actioned or have clear instructions on how to proceed.

Escalation Point

Director of Operations

Link to process in Confluence: https://whizz.atlassian.net/wiki/spaces/STR/pages/1110966273/Escalations+SOP