STR Customer updates job details (SOP)

Once a job has been booked it is possible for the customer to update the job details. 

A customer can submit a request to update job details through a web form in STR Support or sending an email.

Update linen, amenities or special instructions

If priority = not urgent

1. Update details in AP

If priority = urgent

1. Same steps as above AND use macro: SMS: STR Update job details to SP

2. If cleaner REPLIES YES then use macro: SMS: STR Confirm job details to PM → ticket is solved

Follow up

If there is no reply from the cleaner it is necessary to follow up.  The time to follow up depends on how soon the job is required (the urgency). 

If NO REPLY from cleaner

1. Use macro: SMS: STR Update job details to SP →

2. If NO REPLY within another 6 hours then use macro: SMS: STR Update job details to SP

If cleaner REPLIES NO of there is NO REPLY → Escalate to Level 2