Vendor Dispatch Process for Extra Services

                                        Vendor Dispatch Process for Extra Services

Step 1: Identify and Create the Work Order

• Create a Work Order for the issue.
  
  • Include: What the issue is, When it occurred, Where it's located, and How it's affecting the guest/property.

• • Add all relevant details for tracking.
    
    

Step 2: Check for Owner’s Preferred Vendor

• Go to Breezeway > Property Profile > Team Notes.
• Look for:
  
  • Preferred Vendor Name
    
  • Contact Info
    
  • Service Days
    
    
• Verify service days to avoid duplicate calls.

Step 3: Dispatch the Vendor

• If a preferred vendor is listed for that service:
  
  • Contact them directly.

• If no preferred vendor is listed:
  
  • Use a vendor from the Approved Vendor List.

Step 4: Emergency Service Protocol

• If the issue is an emergency (affecting guest experience or property structure):
  
  • Contact the vendor immediately:
    
    • Call first
      
    • Leave a voicemail
      
    • Send a text via the vendor line
      
      
  • Vendors must acknowledge the request within 30 minutes.

• • If no acknowledgment is received:
    
    • Move on to the next vendor from the list.
    • Add all of your attempts to the task comments
      
      
• If you are unsure of the appropriate repairs or vendor type, escalate immediately to:
  
  • Your Supervisor
    
    
  • The Engineering Department

Step 5: Update the Work Order Comments

• After dispatching, note in comments:
  
  • Who was dispatched

• • ETA
    
  • Service cost (estimate or confirmed)
    
    

Step 6: Post-Service Follow-Up

• Once service is completed:
  
  • Confirm completion with the vendor
    
  • Request photos
    
  • Confirm final cost
    
  • Provide PO#
    
  • Add final cost to the task
    
  • Add all updates in the comments
    

Step 7: Guest and Owner Follow-Up

• Contact guest to confirm service was completed and satisfaction.
  
  • Inform the owner if the cost exceeds $100:
  • If the cost exceeds $400, request approval from the owner. 

Service Level Agreement (SLA) – Vendor Response Times

SLA Notes:

• Response time includes dispatch, vendor acknowledgment, and estimated time of arrival (ETA).
• In emergency cases (guest impact or structural risk), the 30-minute vendor acknowledgment rule applies.
• If SLA cannot be met due to vendor availability:
  
  • Escalate internally and possibly notify the guest.
    
    
  • Log detailed updates in Breezeway comments.