Amenity Assurance Process - 3rd Party Vendor Implementation

Streamlined Process for 3rd Party Vendor Inspection, Documentation, and Installation of Amenity Assurance Program.

Purpose:
To ensure a consistent and efficient process for inspecting, documenting, organizing, and installing household amenities at our luxury vacation rental properties. The process includes clear communication with the onboarding specialist and/or property agents when necessary.

Scope:
This process applies to all properties enrolled in the Amenity Assurance Program and is executed by the designated 3rd party vendors.

1. Work Order Receipt

• Notification:
  The vendor receives a work order that includes:
  • Property address and contact details.
  • A checklist of amenity items included in the program.
  • Specific instructions or deadlines.
• Preparation:
  • Review the checklist and any accompanying documentation.
  • Ensure all necessary tools, documentation devices (e.g., camera or smartphone), and supplies are available.

2. On-Site Inspection

• Initial Walk-Through:
  • Visit the property and perform a thorough inspection using the Amenity Assurance checklist.
  • Verify the presence and condition of each amenity item.
• Documentation:
  • Take clear, detailed photos of each amenity item.
    • Photos must be high quality, as they may be used on the company website.
    • Capture before and after images where applicable.
  • Note any issues, missing items, or discrepancies.

3. Organization of Amenities

• Inventory & Organization:
  • Organize all amenity items in a systematic manner.
  • Ensure items are correctly labeled or stored according to company standards.
• Reporting:
  • Complete an inspection report detailing:
    • Items are present and in working condition.
    • Items missing or damaged.
    • Photos are attached as supporting documentation.

4. Installation of Amenity Items

• Assessment of Replacement/Installation Costs:
  
  
  • For Items Under $400:
    • The vendor may proceed with installing or replacing the item immediately.
  • For Items Exceeding $400:
    • Document the cost estimate.
    • Do not proceed with the installation.
    • Communicate the issue to the onboarding specialist for further instructions.
• Installation Process:
  
  
  • Once the vendor has the go-ahead:
    • Install or replace the amenity item.
    • Ensure the installation meets company quality and safety standards.
    • Take a final photo post-installation for confirmation.

5. Communication Protocol

• Immediate Reporting:
  
  
  • After completing the inspection and organization, the vendor submits:
    • The detailed inspection report.
    • Photo documentation.
• For Items Requiring Approval (> $400):
  
  
  • Contact the onboarding specialist with:
    • A detailed explanation.
    • Cost estimates and photos of the item(s).
  • Wait for confirmation from the onboarding specialist before returning to complete the installation.
• Final Confirmation:
  
  
  • Once installation (for any item) is complete, the vendor:
    • Updates the onboarding specialist.
    • Confirms the completed work order with a final report and photos.
  • The onboarding specialist then communicates to the property owner that the property has been certified for the Amenity Assurance Program.

6. Follow-Up and Quality Assurance

• Review:
  • The onboarding specialist will review the submitted documentation and photos.
  • Random quality checks may be performed to ensure compliance with standards.
• Feedback Loop:
  • Any issues or improvements noted during the process will be documented.
  • Regular feedback sessions will be scheduled to ensure continuous process improvement.

7. Roles and Responsibilities

• 3rd Party Cleaning Vendor:
  
  
  • Perform on-site inspections using the provided checklist.
  • Document and organize amenity items.
  • Install or replace amenity items based on cost thresholds.
  • Maintain clear and prompt communication with the onboarding specialist.
• Onboarding Specialist:
  
  
  • Receive and review inspection reports and documentation.
  • Approve installations exceeding $400 after consultation with the property owner.
  • Communicate approvals or further instructions to the vendor.
  • Notify property owners once the property is certified for the Amenity Assurance Program.

8. Documentation and Record Keeping

• Record Maintenance:
  • All inspection reports, photos, and communications must be stored in the company’s property management system.
  • Ensure data is easily accessible for audits and quality assurance reviews.
• Updating the Checklist:
  • Regularly review and update the amenity checklist based on feedback and evolving property standards.

Conclusion

This document provides a clear framework for your 3rd party vendor to follow for the Amenity Assurance Program. By adhering to this process, we aim to maintain the high standards expected by our clients and ensure seamless communication and quality across all properties.

For any questions or process adjustments, please contact the operations manager or onboarding specialist.