Purpose:
To ensure proper oversight, documentation, and follow-up when an owner chooses to clean their own property after a stay.
When Communications receives a message from the owner stating they will clean their home:
Confirm Details
Verify the date of departure.
Confirm which property/home this applies to.
Create a task for supervisor on
Communications creates a Breezeway task labeled: “Owner Cleaning Home” (template is made)
Assign the task to the supervisor on duty for that day, Comms supervisor, and admin
Ensure the task is logged correctly in the system.
*Comms team only needs to do step 1 the rest will be carried out by in home team and admin
The supervisor must:
Conduct a visual check of the property.
If timing does not allow a full check, assign a quick walkthrough.
Flag any issues found, such as:
Missing items
Poor property condition
Incomplete cleaning
If additional work is required after the supervisor check:
Create Follow-Up Cleaning Task
Ops creates a task in Breezeway.
Do not mark it as a standard clean.
Assign with priority status.
Notify Admin/Accounting
Inform admin or accounting that additional service was required.
Admin/accounting will review and determine if the owner should be charged.
If additional charges apply:
Ensure clear documentation in Breezeway:
Include photos of issues.
Add detailed notes of what was needed.
Accounting Logs Charge
Accounting records the charge.
Accounting communicates back to communications team for owner follow-up if required.
Notes:
This SOP ensures accountability, proper documentation, and appropriate follow-up when owners choose to clean their own homes.
All tasks and escalations should be logged promptly in Breezeway to maintain a clear audit trail.