Housekeeping Instructions

Department Operations: HousekeepingLast Revision by and DATE Ralph L (Nov 30, 2022)
Purpose Summary This is the core document that a Housekeeper needs
Frequency

Table of Contents

Links:

Housekeeping Instructions:
HOT TUB CARE (Understanding the concepts)
HOT TUB SUPPLIES

→ HOT TUB SUPPLIES LIST

CLEANING HOT TUB STEP BY STEP
Using EZcare APP
Ordering Supplies

GETTING STARTED:

  1. What You Will Need to Do to Begin
    1. Sign the Housekeeper Agreement (This will be emailed to Housekeeper to sign)
    2. Accept the invite in your email from https://ezcare.io   

2. Things You Will Need

    1. Building Access Code. Please provide a 4 digit code that you would like to use. 
    2. Unit-specific Housekeeping Checklist (Provided via EZcare)
    3. Signal on your phone → signal.org and download on your phone

EMPLOYEE POLICY

1 Housekeepers must provide a weekly and monthly calendar template of times that they are committed to work

Calendar Templates should include hard dates, soft dates, and off dates.

2. With the pre-agreed-on weekly / monthly calendar template, housekeepers must commit to being available during those times.

3. For any one-time exception to the pre-agreed-on calendar, the housekeeper must:

a. ask for approval 3+ weeks ahead of time 

b. be granted an approval by either a head housekeeper or housekeeping scheduling person

4. On the 5th week (happens 3-4 times a year) housekeepers are by default required to work. With some discussion and flexibility we might be otherwise able to grant off.

HOW IT WORKS:

  I.  Pre-Changeover
  1. We assign a task to the Housekeeper

NOTE: New changeover tasks will be assigned to you. 

(We will assign tasks for the following day by 6pm the evening before. If there happens to be a task after 6pm for the next day, we will notify you directly. We will also assign tasks as they come in 2 weeks in advance. 

RECOMMENDATION: We recommend making it a habit (especially for regular Housekeepers) to check your assigned changeover tasks in the morning of the work day. This will 1) help catch any last minute changeover tasks that may have come in and 2) refresh your memory on which changeovers need to be performed that day.   

  1. The Housekeeper gets an email, notification or text message saying a task has been scheduled. 
  2. The Housekeeper will need to stay tuned to EZcare. You will need to swipe on your screen for the tasks to show up and update

WARNING: With the ‘accept’ feature comes a ‘decline’ feature. However to make everything work smoothly for everyone please DO NOT ‘DECLINE’ tasks. If for whatever reason you are unable to complete the task, please reach out to the person assigning the tasks. If the ‘decline’ feature gets used freely a stern warning will be issued. 

NOTE: In the case of cancellation you will be notified. The task will automatically disappear from your calendar; there is no need for you to do anything.  

Early Checkin / Late Checkouts 

On occasion we have people wanting to checkin earlier or checkout later than what is the usual time. You can see this in the following ways:

  1. A comment in EZcare unit INSTRUCTIONS box such as “early checkin at 1pm” 
  2. The ‘Next arrival” or Previous Departure” time changed in EZcare
  3. A Job Note / Comment will be posted on the job
  4. Checklist title will be change to something like the following
    1. “EARLY CHECKIN checklist – 784 spring hollow rd”

Please always note this so that you do not show up before guests leave or are done before guest arrives.

  II.  During Changeover
  1. BEGIN TASK. Tap ‘Start Job’ in EZcare

Before starting the task please pay attention to any comments in the comments section for additional . 

  1. INSPECT (IMPORTANT!!!)
    1. Look UP, DOWN, LEFT, RIGHT
    2. Identify damage or misdemeanor including but not limited to the following: 

MISSING ITEMS or theft

scratches, holes, etc.  in ceiling, walls, or floors

damage to furniture

broken kitchenware

cigarette butts or ashes

stains, burns, etc. on furniture, linens, floors, etc.

Any indications of suspicious or illegal activity

indications of misbehavior such as partying, smoking, excessive drinking, etc

and the list goes on…

c. REPORT ISSUE (IF guest damage, guest misdemeanor OR property maintenance issue)

      1. Click on “REPORT ISSUE” (on bottom right orange “!”)
      2. Enter a few concise and specific comments. 
      3. Set to the appropriate priority

Priority

Required Response Time

Urgent

Within minutes (Less than an hour)

High

Within hours (less than 4 hours)

Normal

Within days (Less than 5 days)

Low

Within weeks (less than a month)

 

*If in doubt always set the priority higher rather than lower

iv. Take photos of any evidence or problems (Lot of photos please)

ALWAYS ALWAYS TAKE PHOTOS. If in doubt, take photos. If seemingly insignificant, take photos. ALWAYS! Everytime. FULL STOP! TAKE PHOTOS!!!!!!

When taking photos, note that we should have:

  1. Some zoomed in (for detail) 
  2. Some zoomed out (for context) 
  3. Some from from different angles (for greater context)

v. SEND the Report

vi. Send a comment to Admin Staff via EZCare (Except Elam & EZ Support)

vii. If needed, call ELAM

        1. No response from anyone before job completion. 
        2. Situation is extraordinary such as bad damage, wide scale problems, big problems etc

Whenever anything is not as it should be, REPORT IT! ALWAYS

d. Report Lost and Found

      1. Report as any other issue (outlined above). 
      2. Send a comment to Admin Staff via EZCare (Except Elam & EZ Support)
      3. If no response in 15 min call/message Admin Staff via Signal
      4. Ideally this is resolved before leaving unit. 
      5. Follow direction from Admin Staff with what to do with item. 

4. STAGE

    1. Ask, “Does it look good?” (Does it look beautiful?)
    2. Ask, “Does it feel good?” (Is the temp right?)
    3. Ask, “Does it smell good?” (Does it smell fresh, sweet and inviting?)
    4. Ask, “Does it sound good?”
    5. Are windows and doors locked?
    6. Are all potential hazards removed or repaired?

5. FINAL CHECK:

    1. REPORT Lost and Found (SEE ABOVE)
    2. REPORT Issues (SEE ABOVE)
    3. LIST Needed Supplies (SHOULD ALMOST NEVER BE SELF ASSIGNED)
      1. Tap on [Gear Icon] icon in upper right of app
      2. Click on “Create Job”
      3. Fill in needed info: 
        1. Unit → the one you are at 
        2. Job Type → 4A Unit Inventory Checklist
        3. Due Date → today
        4. Field Rep → Yourself
      4. Click on “Create Job”
      5. Go back to your EZcare Homepage and fill out form

NOTE: Please do not list needed supplies other than when we assign it to you unless it is urgent. We by default assign this exact task to you every two weeks. 

ALSO NOTE: It can take a few weeks for supplies to get to you. Always think a few weeks into the future. 

IF there is an item you need and it is not on the inventory checklist please “Report Issue”

d. Give Brief Summary

      1. Score guest on a scale of 1-5 
      2. Add a few photos
      3. Enter 3-6 concise notes (concrete, factual & measureable)
      4. Please refer to examples below

Bad Examples

Good Examples

It was very clean

All the dishes were washed and all the trash gathered

The whole place was a total mess

There were 20-30 beer bottles laying around

They were great guests

They stripped the beds, started the laundry, and washed all the dishes

It was horrible

The top bedroom smelled of cigarette smoke

I got there and saw trash everywhere and was like this is a disaster and it took me a long time to clean up the big mess. I had to clean all the dirt that the guest left behind and do some extra laundry. Because of 080all the nonsense it took a long time to clean

There was oil spilled over the kitchen stove and 3 bags of trash to pick up in the living room. It took me an hour longer than usual to clean. 

It looks like maybe there could have possibly been potential damage in one of the rooms in the unit today when I went to clean the unit today.  

There was a black spot on the upstairs bedroom ceiling.

I think maybe someone was smoking in the apartment from the last guest because of the smell in one of the bedrooms. 

The 3rd bedroom smelled of cigarette smoke.

 

6. Finish TASK. Tap on green Checkmark in lower left

7. Pass the inspection. After cleaning we will sometimes send in an inspector to check up on things. 

Things to Consider:
  1. If in doubt take pictures
  2. If in doubt report it as an issue
  3. Photos should be of 1) zoomed in (for detail) AND zoomed out (for context) 3) from different angles
  4. Everything needs to be reported in EZcare. If it is urgent, call someone ih734rrmmediately.

5. COMMUNICATION

    1. EZcare is the preferred channel and we use that as much as possible. 
      1. When in the appropriate job:  
        1. Click on the blue Document icon in upper right
        2. Choose who you want to send message too. 
        3. Type message and send
      2. When not in a specific job
        1. Click on the blue Document icon in upper right
        2. Click + at the top
        3. Give the topic a name
        4. Choose who you want to send message too. 
        5. Type message and send
    2. Signal is more of a backup if you need to call or discuss things unrelated to a job
III.    Post Changeover
  1. Double check to make sure everything is cleaned and staged AND reported properly
  2. Lock all doors behind you
  3. Go in peace

 

GETTING PAID:

  1. The Housekeeper will need to submit an invoice (sub-contractor) or timesheet (Employee) to KINGLY LLC.
    1. Invoices and timesheets must include clear line items on which property and work performed  
    2. Invoice or timesheet must be emailed to billing@kinglyvacay.com

2. The subcontracting housekeeper will need to create invoices with name (of person or company that performed work, invoice number, invoice date, invoice to, services rendered, property address services rendered for, itemized $rate and quantity of services rendered, and invoice total. 

3. Some invoice options are listed below. We are not necessarily asking the Housekeepers to use one of the following but to make it easy we have listed the following options:. 

    1. Adams Sales Orders Book
    2. Invoice Simple
    3. Invoice Home
    4. Google Sheets
    5. Microsoft Invoice Templates   

4. Kingly will process and deposit money via ACH transfer

SUMMARY

I. Needed Things for Housekeeper
  1. Access to EZcare software
  2. The Housekeeping Instructions (This document) as a reference
  3. Appropriate access keys / codes
  4. SIGNAL.ORG
  5. Other required documents as notified 
II. Needed Activities for Housekeeper
  1. Sign the Housekeeper Contract (This will be emailed to you)
  2. Accept the invite from Kingly LLC to use the EZcare Software
  3. Become familiar with the Housekeeping Instructions (This document) and any supporting documents 
  4. Perform required changovers in the required time frame
  5. Submit an invoice or timesheet to Kingly LLC

Summary Steps

  1. Plan Task
    1. Swipe down to make sure all job are downloaded 
    2. Pay attention to early checkin / late checkout
    3. Pay attention to comments in comments section for important info on task
  2. Begin task 
    1. Inspect
    2. Clean
    3. Stage
  3. Report Issues
    1. Lost and found
    2. Damage or maintenance
    3. List needed supplies
  4. Provide summary 
  5. Score Guest
  6. Complete task 
  7. Pass inspection
  8. Get paid

OTHER

  1. Wifi: Housekeepers are free to use the high speed internet while on the property
    1. Network:  [something] Home (It will be either “City Home” or “Kingly Home” or something similar combined with “Home”. 
    2. Password: Stay4awhile!