Vendor Process

Guest must be informed of vendor scheduled during there stay
If guests is ok with the vendor visit, we are all set. If guests wants it after there stay update task and let comms supervisor know and operations manager so we can reshedule.

Vendor Troubleshooting & Service Process

1. Initial Troubleshooting

Team checks issue first

- Verify on-site or with photos/videos

- Document findings and any immediate actions

- Many issues can be fixed without a vendor

Escalation Option

Unsure how to proceed?

- Ops Manager or Comms members can loop in Jon before sending a vendor

- Best done while team is on-site so Jon can talk to them on the phone

2. Vendor Contact

If issue persists or is beyond team scope

- Provide vendor with: address, access instructions, issue details, steps already taken, vendor code (if any)

- Inform guest of vendor visit date/time and purpose

- Update task with vendor ETA

3. During Vendor Service

Track progress

- Maintain communication with vendor

- Update task with progress/delays

- Notify relevant team members or guests

4. Post-Service Documentation

Complete invoicing

- Add vendor invoice to task for tracking

- Review invoice for accuracy

5. Verification of Fix

Confirm issue resolved

- Assign team member to verify during next clean or visit

- If unresolved, reopen task or escalate

- Document verification in task

6. Communication & Reporting

Keep stakeholders updated

- Update at every stage: report, troubleshooting, vendor scheduling, completion, verification

- Ensure transparency and accountability

Always troubleshoot first – many problems are simple fixes.
Check scheduled maintenance dates – avoid unnecessary vendor visits.
Avoid weekend vendor calls unless urgent – fees are higher.
Provide correct access codes/keys to vendors.
Communicate clearly and timely with team, guests, and vendors.
Document everything – photos, notes, invoices.
Prioritize safety and guest comfort.
Monitor vendor performance regularly.
Jon escalation: If Ops Manager or Comms member is unsure, loop in Jon while a team member is on-site to speak directly with him.

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