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PMG Complaint (SOP)

Overview

Property Management Groups (PMGs) have high expectations of the quality of service. This is because the quality of our service impacts the guest experience. Complaints from PMGs are serious and must be resolved ASAP.

 

GOAL:  Ensure all cleans are started and completed in the AP

 

Process

Requests are received from PMGs via email, SMS and phone calls.

  1. Evaluate the request

  • Review the request and determine if it needs to be escalated → see below table for issues to escalate

  • If in doubt, escalate to Team Lead

  1. Acknowledge the request

  • Confirm receipt of the request

  • Clarify any additional details needed

  • Send macro → STR>PM>PMG Complaint

  1. Determine the remedy

  • Contact the PMG with a remedy and potential timeline to resolve

  • Organise the remedy and ensure it happens

  • Update the PMG on progress

  • Contact the PMG when the issue is resolved

The escalation of PMG complaints is as follows:

  • Cleaner feedback quality improvements - STR Customer Support
  • Linen - Team Lead
  • Keys - Team Lead
  • Communication Issue - Team Lead
  • Clean feedback requiring recall - Team Lead
  • PMG property removal - Operations Team Lead & Customer Success Manager
  • Missed clean - Operations Team Lead & Customer Success Manager

 

 
 

Escalation Point

Director of Operations