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PMG Custom Requests (SOP)

Overview

Property Management Groups (PMGs) may have additional requests for cleaners that are not necessarily standard procedure. There is a wide range of potential requests eg. booking additional cleans at properties or providing special instructions for a clean. It is essential to understand each request, resolve it in a timely fashion and effectively communicate with PMGs throughout the process.

 

GOAL:  Solve all PMG requests

 

Process

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

  1. Acknowledge the request

  • Confirm receipt of the request

  • Provide a potential timeline to resolve

  • Clarify any additional details needed

  • Send macro → STR>PM>Acknowledge Request

2. Evaluate the request

  • Review the request and determine whether it can be completed by the cleaner during their regular duties

  • If the request is straightforward and can be incorporated into their existing clean schedule, no additional fee may be required

  • If the request requires an additional service such as returning to a property not during a scheduled clean, fees will apply

3. Determine the fee

  • For requests that require additional services, a call-out fee applies

  • Escalate to Operations Team Lead to determine the appropriate fee structure based on the specific request

  • Contact the PMG to communicate the fee and ensure approval of the work

4. Booking creation or adjustment

  • Create or adjust a current booking with the requested requirements and notify the cleaner involved

  • If additional services are required, create a booking with the call-out fee, update it with all required information of request and assign to the usual cleaner of that property. If that cleaner is not available, assign it to whoever is available →

5. Contact the cleaner

  • Communicate the specific instructions of the request clearly and ensure they understand the expectations

  • Ensure the cleaner notifies us of the completed request by sending photos to Whizz

6. Contact the PMG

  • Keep the PMG informed of the progress and provide an update when the request is completed

 

Escalation Point

Operations Team Lead