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Starting and Completing Bookings (SOP)

Overview

All cleaners are required to use the Whizz Hub app to complete jobs. This provides evidence that the clean has been completed; including all items on the checklist and required photos. The checklist report is sent to the Property Management Group (PMG) on completion of the clean so it is important that the cleaner uses the app for all jobs. However, there are some circumstances where a cleaner may be unable to complete a job in the app. In these circumstances, we must ensure that we start and close the job for them and collect photos to provide evidence of the clean to the PMG.

 

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

 

Process

To see the job in the app, the cleaning company and/or individual team members must be assigned in the Admin Panel (AP). All cleans must be completed on the same day, with B2B cleans completed before guest check-in. Cleaners can request to move a clean to the next day (rollover), but this requires the approval of the PMG.

To check all jobs have been started in the AP

A cleaner may contact Whizz if they are having a problem starting the job in the app. It is also important to proactively check in case they do not contact us.

  1. For all B2B bookings use the

  2. For all non-B2B bookings; at 11:30 am check in the AP to ensure that all cleans have started → AP Dashboard Check

  • Contact all cleaners for cleans not started

  • Send macro →STR>SMS>SP>App Not Started- Non-B2B 1

  1. At 12:00 pm follow up on all non-B2B bookings in the AP to ensure that all cleans have started

  • Contact all cleaners for cleans not started who have not yet communicated with Whizz

  • Send macro → STR>SMS>SP>App Not Started - Non-B2B 2

  • If the cleaner has not responded within 30 minutes, then call the cleaner

If the cleaner is unable to start the job in the app, we are able to start the job in the AP → Start and Complete a Booking in the AP

This will be recorded in the booking notes along with the location of the cleaner. If a cleaner is not at the property when the job is started manually, please escalate to the Operations Team Lead.

Once the job has been started, the cleaner can complete the checklist and required photos correctly.

To check all jobs have been completed in the AP

A cleaner may contact Whizz if they are having a problem completing the job in the app. It is also important to proactively check in case they do not contact us.

  1. At 1:00 pm follow up on all bookings that have started or un-started jobs to ensure they have been completed in the app → AP Dashboard Check

  • If the job is in progress and the duration is longer than expected for the property, then the cleaner may have forgotten to complete the job in the app

  • Contact all cleaners that may not have completed the job in the app

  • Send macro → STR>SMS>SP>Job Pending Completion

  • If the cleaner has not responded within 30 minutes, then call the cleaner

If the cleaner is still at the property they will be able to complete the job in the app themselves (if they are not having issues with the app). However, if they have forgotten to complete the job and have left the property they can no longer do this themselves.

If the cleaner is unable to complete the job in the app, we are able to complete the job in the AP → Start and Complete a Booking in the AP

The cleaner is required to send photos to Whizz as evidence of the completion of the checklist. These will need to be forwarded to the PMG.

 

Escalation Point

Operations Team Lead

Link to process in Confluence: https://whizz.atlassian.net/wiki/spaces/STR/pages/1095237670/Starting+and+Completing+Bookings+SOP