This is to ensure that Tasks are ready for assignment. We want to make sure the team has everything they need recorded in the Task to complete the Task without a need to gather additional info. The Work is READY TO BE WORKED! :)
What information is required to consider a Task ready to complete?
In this video you will see the definitions for the following fields:
How to Triage & clean tasks to make them ready for assignment?
This is going to define on a Task what is the information that we want added
Is the Priority Right?
Priority | Resolution Time | Description |
Urgent | 1 Day, 24 Hours | Guest Effecting, Going to be Guest Effecting can’t leave till resolved |
High | 1-7 Days | Should be resolved before Guest Arrival, can wait till Guest departure |
Medium | 1-30 Days | Things that need to be completed but aren’t Guest effecting |
Do I have the right Task Title Nomenclature?
- Item - Spa
- Location - Pool/Spa Equipment
- Description - Not Heating
Example = "Spa - Pool/Spa Equipment - Not Heating"
Do I have the right Task Tag?
This is going to be really important so we can identify trends in types of issues and better support or come up with preventative measures
Most Commonly Used
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Pool/Spa
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Furniture
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HVAC
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Internet & Wifi
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Plumbing
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TV/Electronics
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Water Heater
Who should this be Billed To?
Damage | This is something that the Guest Damaged and that they will be responsible for out of their security deposit. |
Guest | This is a Guest request and not a charge to the owner. |
No Charge/Internal | This is something that we are doing on behalf of ourselves. We still need to track the cost even though we will not be billing an outside party for the Task |
Owner | This is something that should be charged to an Owner |
Insurance | This is something that the Guest Damage Waiver would cover. |
Review | USE THIS WHEN YOU DON’T KNOW - Management will review these on a weekly basis to ensure that they get into the right BILL TO. |
Did we Estimate the Work Time?
This is going to be important so we can better understand per Task Tag how long things in general should take. There’s no easy way to identify this without more data. This also keeps the team accountable knowing that in general a Internet & WiFi issue should take up 45 min of time for example.
Do we have a GREAT Description?
What constitutes a great description?
Detailed location
Provides actionable steps to resolve
Gives you a great sense of what parts/supplies are required
Background on the “Why” - is there a Guest at the property, is this a safety hazard, etc?