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Unassigned Bookings Process (SOP)

Overview

To see the job in the app, the cleaning company and/or individual team members must be assigned to the booking in the Admin Panel (AP). A cleaning team is assigned to a property in the property template. However, sometimes a cleaner has not been assigned, or we need to change the assigned cleaner on an individual booking.

 

GOAL:  Ensure a cleaning company is assigned to every booking

 

Process

  1. Every day at 8:30 am check all same-day bookings in the AP to ensure all bookings are assigned → Identify Unassigned Bookings 

  2. Every day at 3:00 pm check future bookings (one week) in the AP to ensure all bookings are assigned → Identify Unassigned Bookings (One Week)

A cleaning company may not be assigned for the following reasons:

  • There isn’t a cleaning company assigned to the property

  • The cleaner allocated to the property cannot attend one job at the property

  • The cleaning company assigned to the property can no longer attend any jobs at the property

To action an unassigned booking in AP

If a cleaning company has not been assigned to a booking Whizz must assign one ASAP.

  1. Ensure the booking is a valid booking and not an error

  • Access the property template by clicking on the Property ID → check property notes to see if the property has been deactivated

  • Check the relevant PMG sheet for deactivation notes

  • Request help from the Offshore Team Lead if unsure 

  1. If the booking is a valid unassigned booking, check if a cleaning company is assigned to the property

  • Access the property template by clicking on the Property ID

  • If a cleaner is assigned to the property, check for notes as to why they are not assigned to the specific booking

  • If there is no system-generated assignment note or any notes on why it has been unassigned, contact the cleaner assigned to the property to see if they can complete the booking → assign the company if they agree

  1. If the original cleaner cannot attend, another cleaner must be assigned

  • Contact all cleaners in the relevant PMG sheet → STR Cleaner Contact Details/Branches

  • Identify the most suitable cleaners then send macro → STR>SMS>SP>Request for Job or STR>SP>Request for Job

  • Continue to contact cleaners until the booking is assigned → If appropriate then assign the cleaning company to the property permanently so they can automatically be assigned to all future bookings

  • Communicate all property-specific details and special instructions to the cleaner that will not be easily available in the app

To assign a cleaning company to the property template → Assign a Cleaning Company

*Important If all cleaners refuse or do not answer, escalate to the Operations Team Lead

 

 

Escalation Point

Operations Team Lead

Link to process in Confluence: https://whizz.atlassian.net/wiki/spaces/STR/pages/1095204920/Unassigned+Bookings+SOP