Housekeeping work order urgency
- URGENT - tasks that can affect a guests experience. GUEST DAMAGES, A/C, POOL CONDITION, LANDSCAPE CONDITION, POOL EQUIPMENT, APPLIANCE, TRASH, DAMAGED AMENITIES, NON FUNCTIONAL TV, INTERNET, NO HOT WATER, NON FUNCTIONING POINT CENTRAL KEYPAD AND THERMOSTAT AFTER REPLACING BATTERIES, BROKEN BED FRAMES, RODENTS AND PESTS , GAS LEAKS , WATER LEAKS, BURNT OUT POOL AND SPA LIGHT.
- HIGH- Important reports that will not affect a guest. WATER FILTERS, AC FILTERS, DIRTY RUG, WEAR & TEAR, BROKEN OR WORN OUT UMBRELLAS AND UMBRELLA STANDS, MULTIPLE LIGHT BULBS, BATTERY REPLACEMENTS, .ETC
- MEDIUM - Suggestions/ recommendations, no urgency items. PAINT TOUCH UP, WALL PATCHING, LIGHT BULB, BLINDS, FAN CHAINS, BROKEN OR CRACKED FRIDGE PARTS. MISSING, EXPIRED OR MOUNTING OF FIRE EXTINGUISHERS, ETC.
- Housekeeping will still report all Urgent time-consuming reports via slack
- All work orders need to be very detailed with pictures or GS will return them.
Guest Services
- Making sure all bulk property work orders have the same urgency, date, time & technician. .
- Confirming all Guest Service request work orders are completed to guests satisfaction before your shift ends..
- All work orders that a technician cannot do get assigned back to guest services
- Address every work order escalation within 7 days.
- Make sure the work order you are assigning makes proper sense or it will be assigned back to you.
- Escalate any property modifications to Owner services via work order and email
Property Care
- Start Guest Service work orders, complete the service and assign back to a GS agent.
- All work orders must have accurate time, billings, summary & pictures
- If you do not complete a task you must email/ slack dispatch (no direct message)
- Email dispatch for items that need to be ordered (with pictures) & re-assign the incomplete work order to the agent.
- No exception for past due work orders
Owner Services
- Guest services assigns all owner escalations
- Work orders involving - Property damage, wear & tear, recommendations, skilled repairs, property condition ect.. will be assigned to Owner services.
- Must be closed & complete by a deadline of 15 days.
- Does not assign work orders to property care
- Contact Jocelyn directly if you need a technician to do a service request