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Missing Keys (SOP)

Overview

It is important to ensure that keys are always handled with care when they are collected, stored and returned to the required location. If cleaners are not careful with keys, they may cause a security issue by unknowingly allowing access to a property. Keys that cleaners use are often shared with guests, so must be returned to the required location prior to guest check-in. There are many different processes associated with keys that are specific to each Property Management Group (PMG). Keys can be collected from PMG offices, lockboxes or stored with linen and amenities. Missing keys are a serious issue which must be resolved ASAP.

 

GOAL:  Ensure return or replacement of missing keys

 

Process

If a key is reported missing by a cleaner unable to start the job

  1. Check completed job checklist reports →

    • Review any photos taken in the previous checklist report to verify if the keys were returned

    • If keys are present in the previous checklist report then it may be the guest or PMG who has misplaced the keys

    • Verify that a Whizz Property Inspector has not been to the property and misplaced keys

  2. Contact the PMG

    • Inform them of missing key(s) following the departure of the guest

    • Request the location or possible replacement of keys so the cleaner can start the job

  3. Contact the cleaner

    • Communicate the status of missing keys to the cleaner and any further information they may need to start the job

If a key is reported missing by a guest, property owner or PMG

  1. Check completed job checklist reports →

    • Review any photos taken in the previous checklists report to verify if the keys were returned

    • If keys are present in the previous checklist report then it may be the guest or PMG who has misplaced the keys

    • Go back to the last checklist with keys present to identify the potential timeline or location of missing key(s)

    • Verify that a Whizz Property Inspector has not been to the property and misplaced keys

  2. Investigate who may have attended the property between the last clean and PMG, guest or owner reporting the keys missing

    • Check if the property was under maintenance

    • Check if there was a recall or a call out to the property

  3. Contact the cleaner

    • Request assistance with locating the missing key(s) or retracing the location of key(s)

*Important If keys are not found, escalate to Operations Team Lead

 

Escalation Point

Operations Team Lead