There are multiple ways we receive maintenance/damage reports. Please read below to find out what to do when you receive one:
Via CRM report – clean complete, staff, owner, or guest portal
If the maintenance/damage is reported using any of the above methods, you will receive an email.
Please see the examples below:
All of these will automatically create pending maintenance tasks in CRM.
From here, open the job using the pencil icon on the right hand side to edit the job. If the job is for our handyman, change the status to handyman using this dropdown box:
Then it will give you the option to choose which handyman:
Once you have selected which handyman, then you can click save at the bottom right, and it will immediately show up on the handyman’s task list.
Occasionally, these jobs might not actually need done e.g. the guest has done it themselves and just letting us know, or the cleaners accidentally wrote in the wrong field. In this case, change the status to ‘completed’. Change the handyman to ‘Booknow’ and leave some notes about why the task has been marked complete:
Or, sometimes it may be something that the res staff can complete instead of a handyman. You can add this to Asana if that’s the case, and mark the job complete in CRM as above.
If the job needs a trade instead of a handyman e.g. a plumber, electrician, whitegoods please organise this and keep the email in the inbox until it has been completed. Then, write notes in the CRM job about what happened, and mark it complete.
Please see the examples below:
All of these will automatically create pending maintenance tasks in CRM.
From here, open the job using the pencil icon on the right hand side to edit the job. If the job is for our handyman, change the status to handyman using this dropdown box:
Then it will give you the option to choose which handyman:
Once you have selected which handyman, then you can click save at the bottom right, and it will immediately show up on the handyman’s task list.
Occasionally, these jobs might not actually need done e.g. the guest has done it themselves and just letting us know, or the cleaners accidentally wrote in the wrong field. In this case, change the status to ‘completed’. Change the handyman to ‘Booknow’ and leave some notes about why the task has been marked complete:
Or, sometimes it may be something that the res staff can complete instead of a handyman. You can add this to Asana if that’s the case, and mark the job complete in CRM as above.
If the job needs a trade instead of a handyman e.g. a plumber, electrician, whitegoods please organise this and keep the email in the inbox until it has been completed. Then, write notes in the CRM job about what happened, and mark it complete.
Via guest phone / email
If the guest contacts us to report maintenance, and it is something that our handyman can do e.g. fix a door that is not sliding properly, or tighten a shower head that is slipping down, we will need to create a CRM job manually.
Open CRM, go to the maintenance tab, then select ‘Add New Job’:
Use the drop down boxes to select the property and room number that this job applies to. Then, change the status to Handyman. After choosing the status, another dropdown box will appear that allows you to select which handyman this is for.
Now, add as much detail to the description as you can. E.g. instead of writing ‘light blown’, write ‘guest reported 1 light blown in kitchen. They are inhouse until Friday 30th and would like it fixed as soon as possible. Please call John on 04XXX to arrange a time. – (your name here)’.
Giving more details means that our handyman can save time as they may be able to bring all of the supplies needed, instead of checking out the job then going to the shop and coming back. It can also improve the guest experience, if they have told you some information and it is not passed on to the handyman, it can make the guest feel that we didn’t listen or we didn’t do a good job in resolving the issue for them.
Then, click save at the bottom right, and it will immediately show up on the handyman’s task list.
Open CRM, go to the maintenance tab, then select ‘Add New Job’:
Use the drop down boxes to select the property and room number that this job applies to. Then, change the status to Handyman. After choosing the status, another dropdown box will appear that allows you to select which handyman this is for.
Now, add as much detail to the description as you can. E.g. instead of writing ‘light blown’, write ‘guest reported 1 light blown in kitchen. They are inhouse until Friday 30th and would like it fixed as soon as possible. Please call John on 04XXX to arrange a time. – (your name here)’.
Giving more details means that our handyman can save time as they may be able to bring all of the supplies needed, instead of checking out the job then going to the shop and coming back. It can also improve the guest experience, if they have told you some information and it is not passed on to the handyman, it can make the guest feel that we didn’t listen or we didn’t do a good job in resolving the issue for them.
Then, click save at the bottom right, and it will immediately show up on the handyman’s task list.