Breezeway - Definition of Priority

How to better define the Priority selections and why they matter

Get your Priority Right! When looking at a system and defining standards and expectations defining Priority is the foundation to create a great triage system. Here at Acme we are no different. Below are the definitions examples and take-aways for you to better understand how we look at Priority:

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Priority	SLA	Definition	Examples
Urgent	1 Day / 24hrs	Heavily affecting an arrival or current stay. If urgent had a voice it would say "Emergency please do not let anyone stay overnight at this house with this problem"	A/C or Heater out when its hot or cold Plumbing Leak / Flooding / Backup / Major hazards for safety like gas leak, trip, slip or cut hazard, Gas leaks (2 hours to handle) Pool Equipment Malfunction - not heating, lights, etc. Pool very dirty, not a few leaves, dirty to be no usable Refrigerator off
High	1-7 Days	Guest affecting but not emergency. Should probably be resolved prior to the next arrival. If High had a voice it would say "come on guys, lets not leave this condition for very long at all"	Non refrigerator Malfunction - ice maker, stove, oven, laundry machines, not working Obviously broken items in plain view or main amenities Furniture replacement or Guest Damage
Medium	1-30 Days	Something that should be resolved relatively soon but not Guest affecting. We will schedule these when we have 3x or more or have an Urgent or High associated with the same property	Door handle being loose Slider hard to pull Creaky door Scuff marks Small appliance issues Missing AA Items
Low	Bi-Annual or Completed by Inspectors	These are items noticed by Inspectors that can be completed by their team or as part of a bi-annual property preventative maintenance plan	Museum putty Wire clean up
Watch	On Hold temporarily but still on way to be scheduled. As soon as it is not on its way to get scheduled it either needs to get closed or escalated. Escalated if it was required by us to be done, closed if it was owner or other request	Used when waiting on delivery / receipt of something needed to complete the Task or Used when work is assigned to a Vendor to complete and we are monitoring their completion date	Waiting on something or someone before we can take action Owner approval - they have 4 days to approve then escalate to see what management would like to do Appliance Shipment Furniture Shipment Replacement Part Shipment Vendor is scheduled to complete the Task