Guest Stay
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      1. Best Practices & Standard Operating Procedures
      2. Company Processes
      3. Guest Stay

      Guest Departure Process

      Steps the ACME team takes once a guest leaves the property. Includes post automated communications, housekeeping and a post stay inspection (if applicable) to prepare the property for the next reservation.

      ▶️ Process Diagram


      📝 Process Owner: 

      Seat responsible for maintaining/updating this process moving forward:

      • Operations - Jocelyn Gutierrez

      🏁 Start Event:

      This process starts when:

      • Guest move out date is triggered in Track
      • Automations begin one day prior to the guest's departure date

      ✅ End Result:

      The end result of this process will be:

      • Guest has received all necessary departure and post stay communications
      • Property has been cleaned, and inspected
      • Maintenance tasks have been created (as needed)

      🔑 Seats Involved:

      The key internal/external seats involved in this process:

      Internal:

      • Housekeeping Supervisor
      • Inspector
      • Warehouse Coordinator

      External:

      • Guest
      • Housekeeping (External Vendor)

      📈 Process Measurables:

      How we measure the success of this process:

      1. Process Measurable Name (N/A)
        1. How we obtain/track:
        2. Frequency:

      📚 Supporting Materials:

      Materials utilized to complete this process:

      Checklists:

      • Guest Housekeeping Checklist
      • Owner Housekeeping Checklist

      Reports:

      • Weekly Move Out Report - To understand what properties need supplies prepped for.

      Spreadsheets:

      💻 Supporting Software:

      Software utilized to complete this process:

      • Breezeway
      • Track

      ➡️ 1. Automation Occurs: 1 Day Prior to Guest Departure 



      Breezeway Automation - Guest Receives Check Out Reminder (Breezeway Text)

      ➡️ 2. Automations Occurs: Day of Guest Departure



      Breezeway Automation - Guest Receives Thank You Message (Breezeway Text)



      Breezeway Automation - Housekeeping Task Created (Breezeway Task)

      • Breezeway automation creates housekeeping task

      ➡️ 3. Complete Property Housekeeping



      Warehouse Coordinator - Prepare Housekeeping Inventory at the ACME Warehouse

      • Review the Weekly Departure Report
        • This report shows all departures for the week that need to be prepared for
      • Prepare Housekeeping Inventory:
        • Linens
        • Consumables

      🎥 How to Prepare Warehouse Inventory - Vendor Getting Consumables

      🎥 How to Prepare Warehouse Inventory - Prepping Linen



      Housekeeping - Pick Up Housekeeping Inventory at the ACME Warehouse

      • ❗️ Pickup date is automatically scheduled/assigned to the housekeeper by Breezeway
      • Go to the ACME Warehouse to collect:
        • Linen
        • Consumables
      • Required inventory will already be set out by the Warehouse Coordinator


      Housekeeping - Complete Assigned Housekeeping

      • ❗️ The task was automatically created/assigned/scheduled to the housekeeper by Breezeway

      • Completing Housekeeping:

        • Utilize Task Template Checklists:
          • Guest Housekeeping Checklist
          • Owner Housekeeping Checklist
        • Identify any maintenance related issues while completing housekeeping


      Housekeeping - If Applicable: Text the ACME Inspector Identified Maintenance Issues

      • Only applicable if Housekeeping identifies maintenance related issues while completing housekeeping at the property
      • Text the ACME Inspector any/all maintenance related issues
      • The ACME Inspector will log the maintenance issues, and create tasks in Breezeway


      Housekeeping - Return Extra & Used Linens to the ACME Warehouse

      • ❗️ The task due date was automatically scheduled to the housekeeper by Breezeway
      • Return all used & extra linens to the ACME Warehouse
      • Utilize the designated drop off bins accordingly

      🎥 Dropping off Linens to the ACME Warehouse

      ➡️ 4. Complete Departure Inspection

      ❗️Please Note:

      • Departure Inspections are completed based on the current occupancy
      • The Departure Inspections will typically occur when occupancy is low
        • Ex) During the summer


      Housekeeping Supervisor - Completed Daily: Review the Move Out Report

      • The Housekeeping supervisor must review the Move Out Report daily
      • When reviewing the report, determine which properties require departure inspections


      🎥 How to Pull Move Out Reports and Review for Upcoming Departure Inspections

       

      Housekeeping Supervisor - Create Departure Inspection Tasks in Breezeway

      • Create the Departure Inspection Task in Breezeway
      • Input all required information

      🎥 How to Create Breezeway Inspection Tasks

       

      Inspector - Complete the Assigned Guest Departure Inspection

      • Utilize the Departure Inspection Checklist
      • Complete the Inspection
      • Based on the Inspection Outcome: Create any required Maintenance Tickets 

      ➡️ 5. Automations Occurs: Five Days After Guest's Departure



      Breezeway Automation - Guest Receives Feedback Request (Breezeway Text)