SOP: Creation of Work Orders and reporting in Area Whatsapp Groups

Scope: This document outlines the procedures for reporting maintenance and housekeeping issues in the form of work orders within the Hosteeva Platform and another workflow in case of emergencies, to ensure efficient communication and resolution of guest-related issues. It applies to all Customer Service (CS) staff responsible for reporting maintenance and housekeeping issues.

Process:

When a guest reports an issue, the agent shall try to troubleshoot the issue according to SOP for Troubleshooting. If the issue is not resolved the following steps should be taken:

• Create a work order using the WO-designated system.

• Make sure to leave a mention in the comment box and clearly mention if the guest is ok for maintenance and housekeeping to access the property while they are not present. 

• Leave a comment in the reservation dialogue to document the issue.

• For Non-Emergency Cases: the agent shall not post any issues in the WhatsApp group chat, but he/she shall create a work order about the issue and leave a comment as described. It is important to mention the priority of the work order while creating one. The priories vary from low to high depending on the following guide:

  • Low Priority: all issues mentioned in guest recommendations, things that aren't preventing our guests from successfully using our services, and mentions such as FYI somethings could have been better, we also regard as low priority, when creating work orders.
  • Mid Priority: all issues that will temporarily worsen the quality of our rendered services to our guests and prevent them from staying with us currently or in the future. All kitchen appliances and TV connection/Wi-Fi issues are considered mid-priority. 
  • High Priority: is given to cases when there is a problem with the internet, cold/hot water or gas supply, power outages, generally all utility issues as well as if the guests check into an unclean. We also give high priority to all housekeeping-related issues that are expected to be resolved during the current guest's stay. 

• For Emergency Cases:  the agent must post the details of the issue in the dedicated property area chat, ensuring that the post includes all relevant details to facilitate a prompt response. 

• Emergencies include, but are not limited to:

  • Issues with the lock, guests cannot enter the unit
    
    
  • AC issues 

  • Fire/Smoke Alarm Beeping

  • Fire

  • Flood 

  • Water leakage

  • Gas Leak

  • Break-in

  • Other critical situations