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

      Task Process

      Process of creating, assigning, and completing a task in Breezeway. Includes SLA Protocols and how Maintenance, Cleaning and Inspections teams are expected to utilize/update Breezeway throughout the process.

      ▶️ Process Diagram

      📝 Process Owner: 

      Seat responsible for maintaining/updating this process moving forward:

      • Operations - Jocelyn Gutierrez

      🏁Start Event:

      This process starts when:

      • Start event varies based on how the issue is reported
      1. Guest Issue Reported:
        1. via Guest Support Process
      2. Incoming Reservation:
        1. Triggers Inspection
        2. Inspector Determines Work Order needed 
      3. Recurring Maintenance
      4. Guest Departure
        1. Triggers Cleaning

      ✅ End Result:

      The end result of this process will be:

      • Breezeway ticket is complete
      • For guest specific issues:
        • The guest is happy with issue resolution

      🔑 Seats Involved:

      The internal/external seats involved in this process:

      Internal:

      • Property Agent
      • Individuals assigned to work orders
        • Engineers
        • Cleaners

      External:

      • Third Part Vendors - Cleaning
      • Property Owner (if applicable)
      • Guest (if applicable)

      📈 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:

        • Breezeway Help Desk
        • Owner Notification Script
          • Notifying property owners of completed work when required.

        💻 Supporting Software:

        Software utilized to complete this process:

          • Breezeway/Breezeway App
            • Creating, assigning, tracking, and updating work orders through completion.
          • Track
            • Issuing Refunds to Guests
          • HubSpot
            • Owner Portal
          • Doc Hub
            • If Applicable
            • Sending Addendum for signature to guests

          ➡️ 1. Guest Reported Issue via Guest Support Process


          Process Starts Here When:

          • Property Agent is contacted by guest (during Guest Support Process)
          • Guest reports property issue

          Property Agent - Gather Property Issue Information from the Guest

          • When a guest contacts ACME to report property issues;
            • Communicate with the guest
            • Gather all relevant information that is required in order to resolve the guest's issue

          ➡️ 2. Create & Assign Breezeway Work Order



          Process Starts Here When:

          • ACME Inspector Completes incoming guest property inspection
          • Property Agent is contacted by an ACME Inspector to report property issues
          • Reports required Breezeway tasks to a Property Agent


          Property Agent or Inspector - Create & Assign Breezeway Work Order

          • Input Required Fields: (see video)
          • Assign User: Select Specific User
          • Assign Responsible Department:
            • Housekeeping - Cleaning
            • Engineering Staging - Repair Needed
            • Inspector - Routine Inspections, Light Issues
            • Assign Yourself - Troubleshoot over the phone
          • Reference: Breezeway Help Desk for further assistance

          📽️How Property Agents Create & Assign Breezeway Work Orders


          📽️How Property Inspectors Create & Assign Breezeway Work Orders


           

          ➡️ 3. Schedule Breezeway Work Order



          Process Starts Here When:

          Once a year recurring work orders begin

          Breezeway Task is auto assigned to the Engineer



          Work Order Priorities
          Urgent
          • Must be addressed today
          High
          • Within 5 Days
          Medium 
          • Within 2 Weeks
          Low
          • During Next Arrival Inspection
          • (No specific date)
          Watch
          • Informational only
          • No action required
          • External vendor is handling

           

          Varies (See Below) - Review Designated Breezeway Work Order Dashboard

          • Review the corresponding Breezeway Dashboard based on the Work Order type:
            • Guest Reported Work Order Dashboard
            • Property Inspections Work Order Dashboard - Arrivals Dashboard
            • Recurring Maintenance Work Order Dashboard
          • Use the Breezeway Dashboard to assist with identifying capacity and priority


          Varies (See Below) - Schedule Breezeway Work Order 

          • Schedule the work order based on capacity and priority
          • Scheduling responsibility varies based on the work order type
            • Guest Reported - Engineering Manager
            • Property Inspections - Housekeeping Lead (Jocelyn)
            • Recurring Maintenance - Engineering Manager

          ➡️ 4. Complete Breezeway Work Order



          Process Starts Here When:

          • Breezeway Tasks are Auto Assigned to House Keeper:

            • Housekeeper completes move out cleaning
            • Notifies Inspector of any issues
            • Inspector creates work order

          Person In Field - Review Work Order Notes (Breezeway App)

          • Review Work Order Notes before arriving:
            • Arrival notes
            • Internal Notes


          Person In Field - Complete Work Order Checklist (Breezeway App)

          • For Recurring Work Orders Only:

            • If a template exists for work order scenario
            • Complete checklist steps as outlined
            • This also includes taking a video walkthrough for some instances


          Person In Field - Enter Work Order Costs (Breezeway App)

          • Manually enter required costs into the work order

          • Potential Costs to Include:
            • External store purchases
            • Items that were not in stock at the ACME Warehouse 


          Person In Field - Enter Work Order Supplies (Breezeway App)

          • Manually enter required supplies into the work order

          • Potential Supplies to Include:
            • Internal Warehouse Stock 
            • Labor Time


          Person In Field - Enter Work Order Summary (Breezeway App)

          • Update summary section of work order
          • Take photos as needed

          🛑Engineer Can't Resolve Work Order - External Vendor Required



          Person In Field - Notify Property Agent (Slack Channel)

          • Utilize Slack Channel: OS-GS-PC-Dreamteam
          • Provide Information: 
            • Unable to resolve the Work Order
            • Work order required external vendor to complete


          Property Agent - "Got It" the Breezeway Work Order Ticket (Breezeway)

          • Re-Assign the Breezeway Ticket to Property Agent


          Property Agent - Dispatch a Third Party Vendor to Breezeway Work Order for Completion

          • Dispatch External Vendor
          • Follow up with Vendor on completion of work

          📽️How to Dispatch Third Party Vendors to Work Orders




          External Vendor - Enter Work Order Costs (Breezeway App)

          • Manually enter required costs into the work order

          • Potential Costs to Include:
            • External store purchases
            • Items that were not in stock at the ACME Warehouse 


          External Vendor - Enter Work Order Summary (Breezeway App)

          • Update summary section of work order
          • Take photos as needed

          ✅ Work Order Resolved - Able to Close



          Person In Field/External Vendor -Close Breezeway Work Order (Breezeway App)

          • Once the assigned work order is complete with all necessary information updated in the Breezeway work order, the work order can be closed.

          ➡️ 5. For Guest Issues Only - Completion/Satisfaction Notification



          Breezeway Automation - Guest Sent Automated Message (Breezeway Text)

          • Auto Message Sent Upon Work Order Completion:

            • System will auto contact guest via text
          • Message Confirms Work Order:
              • Completion
              • Satisfaction

          ➡️ 6. Notify Property Owner (if applicable) 



          Person in Field - Make Decision: Property Owner Notification Required?

          • Reference: Owners Portal Knowledge Base Article 📖
          • Make Notification Decision:
            • Based on the work order scenario/work completed
            • Review the Owners Portal Knowledge Base
            • Determine if the current scenario warrants notifying the property owner

          Person in Field - If Applicable: Notify the Property Owner (via text/email)

          • Only completed if applicable
          • Send the text/email to the Property Owner
          • Utilize the Property Owner Notification Script
          • Include the Work Order Report Link

          ➡️ 7. Process Guest Compensation (if applicable) 



          This Scenario Only Occurs if:

          • ACME receives negative feedback from guest on a recent work order


          Property Agent - Review Guest Reservation Details (Track)

          • If the guest booked with Marriot: We can not discuss specific dollar amounts
          • Refunds are based off of the rental cost
          • Reference: Knowledge Base Article 📖


          Property Agent - Determine Guest Compensation Eligibility

          • Level 1 (Inconvenience)
            • Deliver wine
            • Gift basket
            • $25-$50 gift card
            • Coffee Gift Card/Ice Cream
          • Level 2 (Major component)
            • Nights Affected x (25% x Nightly Rate)
            • Work up to 50% depending on situation
          • Special Cases and Exceptions:
            • Notify the manager or owner
            • Obtain assistance and approval with making the determination


          Property Agent - Contact Guest (Text or Phone Call)
          • Complete Text/Phone Call
          • Discuss Details with Guest:
            • Issue experienced
            • Our policy
            • Refund amount
            • Compensation type
            • Addendum signature
          • Complete negotiations with guest as needed


          Property Agent - Send Addendum (via Doc Hub)

          • In Doc Hub:
            • Utilize the Addendum Template
            • Edit template for specific guest/instance
            • Reservation Agents receive an auto notification

          📽️How to Send the Doc Hub Addendum



          Reservation Agent - Process Refund (Track)

          • Process the Guest's refund 
          • Reference: Knowledge Base Article 📖

          📽️How to Process a Refund in Track



          Property Agent - If Applicable: Notify Property Owner (Breezeway)

          • Completed on an as needed basis
          • Text the Property Owner
          • Provide them with the Report Link for the corresponding Issue