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Linen and Amenity Process

Overview

The requirements of a clean often include special instructions for linen and amenities. Having enough clean linen and amenities is an important part of ensuring that a property is ready for new guests. There are many different requirements for linen and amenities that are specific to each Property Management Group (PMG). Whizz must ensure that these requirements are met on every clean.

 

GOAL:  Ensure a property has enough linen and amenities

 

Process

Linen issues reported by the cleaner

  1. Stained linen must be reported to Whizz with photos

  • The cleaner must return stained linen to the laundry and obtain replacement linen to use at the property

  • Contact the PMG with photos of stained linen and communicate time the property will be ready - Send Macro - STR>>PM>>Linen Issues

  1. Missing linen must be reported to Whizz

  • If linen is missing from a storage facility, contact the PMG

  • If linen is the owner’s linen at a property, contact the PMG to seek approval to use hired linen or make alternative arrangements

Amenities issue reported by the cleaner

  • If the cleaner must report missing or insufficient amenities to Whizz with photos

  • Contact the PMG to communicate missing stock and restock amenities

Linen issues reported by the PMG

  1. Stained linen

  • If stained linen is reported prior to guests checking in, organise a recall to return and replace the stained linen with clean linen →

  • If guests have already checked in, seek approval from the PMG for the most appropriate time to return with clean linen

  • If the original cleaner is unavailable, then assign another cleaner →

  1. Missing linen

  • Contact the cleaner to determine the last known location of linen

  • If the property is missing linen that the cleaner should have supplied, recall the cleaner to fix the missing linen →

  • If guests have already checked in, seek approval from the PMG for the most appropriate time to return with clean linen

  • If the original cleaner is unavailable, then assign another cleaner →

Amenities issue reported by the PMG

  1. If the PMG reports missing amenities, assess the extent of the problem

  2. For minor problems, notify the cleaner to replace the next time they are at the property and update the special instructions for the next clean to ensure the correct amount of amenities

  3. For major problems, recall the cleaner to fix the missing amenities →

  4. If guests have already checked in, seek approval from the PMG for the most appropriate time to return with the amenities

  5. If the original cleaner is unavailable, then assign another cleaner →

 

Escalation Point

Operations Team Lead