8am - Make sure you are logged into Wyze, Blink, and Hushed
8am - Check Guest Communications Whatsapp group to see handover notes
8am - Check who is checking in today and look at the message history to see if any guests requested early check-in.
8am - Look at the AirBNB calendar and see which guests are checking out of properties for the day.
Make sure cleaners know which properties need to be cleaned.
If a guest asks for 11am late check-out, make sure you let the cleaners know.
Message through Whatsapp group and double check with cleaners.
8:15am - Look at AirBNB messages to see if there are any unanswered questions from guests/booking inquiries since midnight
8:15am - Look at Guest Issues/Report Tracker to see if there is anything that needs to be attended to.
Please look at the Property Supplies tab Hamilton and Barrie
Look at the “Order Date (who’s cleaning)” column
Day before Order Date, please send a whatsapp message into the Guest Communications whatsapp group and let Carstin know what needs to be ordered.
If a cleaner is scheduled to drop supplies off at the unit please remind them through the Whatsapp cleaning group
8:30am - If we have approved a late check-out for a guest, make sure you go into the Wyze app and extend the keypad code until 15 minutes after agreed check out time.
If guests have changed their booking (extended days or reduced their stay) please go into the Wyze app and adjust the time the code is active for.
8:30am - Are there any properties that have garbage day tomorrow? If yes, message into the property the city’s Whatsapp group. ****Example - If Monday is garbage day you need to remind Russ on Sunday!
For Hamilton and Burlington properties message into Hamilton/Burlington Cleaning and Maintenance Whatsapp group and tag Russ
For Barrie properties, message into Barrie Cleaning and Maintenance Whatsapp group and tag everyone to see who can go take out garbage
Garbage Days
Magnolia - Monday → Remind Russ on Sunday
Garrow - Tuesday → Remind Russ on Monday
Maria - Tuesday and Friday → Remind Russ on Monday and Thursday
Terrace - Tuesday → Remind Russ on Monday
Shelby - Thursday → Remind Russ on Wednesday
Centennial - Friday → Remind Russ on Thursday
McDonald – Monday → Remind GUEST COMMUNICATIONS CHAT on Sunday → Garbage is every other week please click on link to see schedule
Grove – Monday → Remind GUEST COMMUNICATIONS CHAT on Sunday → Garbage is every other week please click on link to see schedule
Mintern - Monday → Remind GUEST COMMUNICATIONS CHAT on Sunday → Garbage and Recycling every week
Saulter - Thursday - Remind GUEST COMMUNICATIONS CHAT on Wednesday → Compost every week. Garbage and recycling alternate weeks
8:30am- At the same time as informing Russ about garbage day please message the guests staying at that property that it is garbage day tomorrow:
Hi [Guest Name],
It is garbage day tomorrow. We kindly ask that if you have any garbage, to place it in the garbage bin so that it can be thrown away tomorrow. We will place the bin at the curb starting at 4pm today.
Thanks
To help you properly separate out organics, recycling, and garbage please refer to the below image
9am - Change pricing by $1 per day for 1 of the days for every listing
Pick a day 3 months in advance and change the pricing of 1 of the days by $1.
Eg) If it is Apr, go to the month of July and pick a random date and change the price by $1.
9am - Go through all listings and see if there are any 1 day gaps between bookings that can be booked?
DO NOT OPEN UP 1 NIGHT BOOKINGS FOR CENTENNIAL
If Yes - follow this video to open up the 1 day gap so guests can book. All our listings have 2 or 3 night minimums. Therefore, these 1 days openings need to be opened up manually to be booked.
Message into the Guest Communications Whatsapp group to let Carstin know which listings have been opened up for 1 night booking.
9:15am - Swap photos for every listing
DO NOT touch the order of the first 5 photos in each listing
9:30am - Change the length of stay discount by 1%
Monthly/weekly Discounts (March April, May, June, July, August)
Weekly discounts range from 5-8%
Monthly discounts need to range from 15-18%
Monthly/Weekly Discounts (September, October, November, December, January, February)
Weekly discounts range from 15-20%
Monthly discounts need to range from 25-30%
Shelby -> 20-25%
Maria Unit 1 -> 20-25%
Maria Unit 2 -> 20-25%
9:30/10am - Look out at the security cameras to ensure guests are checking out on time or that they have already checked out.
You will be able to tell as you will see them move luggage out of the property.
If at 9:45am you do not see any camera movement at a property, please message the guest in the AirBNB app to remind them that check-out time is 10am and ask them if they are on schedule to check out at 10am.
Please also call the guest if you do not see movement in the cameras
Once a guest checks out, please message into Whatsapp group and let the cleaner know.
Once a guest checks out please send them “After Check-Out” message
If the guest replies to your message with feedback, message “Guest Communication” whatsapp channel and inform Carstin.
We might need to call the guest, and provide an apology and some money to ensure the guest will provide a 5-star review.
IF THE GUEST HAD ISSUES DURING THEIR STAY DO NOT MESSAGE THEM OR PROVIDE THEM A REVIEW (Message into Guest Communications Whatsapp group to let Carstin know what the guest had issues with)
10:15am/10:30am - If a guest still has not checked out and they do not reply to your messages on AirBNB please call the guest.
If you see camera movement and you can tell that the guest is checking out then give them the extra time and no need to call.
10:15am/10:30am - Check the Airbnb Message Inbox and see if we can follow up with booking inquiries. If a guest has inquired about our property but haven’t confirmed booking, follow up with the guest
10:15/10:30am - Cleaners will send through pictures of any damages to the units prior to cleaning.
If there are damages, please let Carstin know through the “Guest Communications” whatsapp group
10:15/10:30am - Post this message in the Hamilton Cleaning Whatsapp chat to remind cleaners to check for consumables.
11am/noon - Refer to “Day-Of check-in” Guides and start sending guests entry codes and check-in instructions for that day.
Centennial Lower
Centennial Upper
86 Shelby Upper
86 Shelby Lower
Magnolia Lower
Magnolia Upper
Maria - Unit 1 2bed/2bath
Maria - Unit 2 2bed/1bath
56 Terrace Upper
56 Terrace Lower
19 Garrow Upper
19 Garrow Lower
61 McDonald Dr - Barrie
277 Grove - Barrie
11 Mintern Lower - Brantford
77 Saulter
VIDEO on how to set entry codes using Wyze app
Noon - Delete the check-in codes for the guests that checked out.
DO NOT delete any codes where the guest name has “cleaner” or “landlord”
12:30pm - Open up the Barrie Cleaning Calendar and Hamilton Cleaning Calendar message into the city’s Whatsapp group and confirm with the cleaner who is cleaning the property tomorrow that they are good for cleaning.
E.g) @”cleaner’s name” We see that you have picked up a clean for “PROPERTY ADDRESS” tomorrow at 10am. Can you please confirm that you are still good for the clean?
Once the cleaner has confirmed, please let them know the number of guests that are staying for the next booking
2 guests = 4 towels |
3 guests = 5 towels |
4 guests = 6 towels |
5 guests = 7 towels |
6 guests = 8 towels |
12:30pm - Check the AirBnb calendar and cleaning schedule to ensure cleans are picked up for the next 2 weeks.
1pm - Change pricing by $1 per day for 1 of the days for every listing
Pick a day 3 months in advance and change the pricing of 1 of the days by $1.
Eg) If it is Apr, go to the month of July and pick a random date and change the price by $1.
1pm/1:30pm - Cleaners will start sending through photos of what the property looks like after the cleaning. Make sure we have pictures of each room of the house so we can see that each room in the property is cleaned.
These pictures also help if the next guest checks in and complains about dirty unit, and we have pictures to prove that it was cleaned
Cleaners will let us know what supplies are running low. Please mark the supplies that are low in the Property Supplies tab for Hamilton and Barrie
Mark down the supplies needed
Mark down Date Reported
Mark down Order Date (Order date should be the day before the next clean → mark down who is cleaning the unit)
2pm/2:30pm - For the guests that have checked-out today, a message will pop up on the Airbnb app to ask us to do a review.
When you see this message pop up, message into the Property’s Whatsapp Group and ask whether the guest left the property in good condition
If YES, then complete the review for the guest
After completing the review message the guest the below
Guest message after completing review
If NO, message into the Guest Communications Whatsapp group
IF THE GUEST HAD ISSUES DURING THEIR STAY DO NOT MESSAGE THEM OR PROVIDE THEM A REVIEW (Message into Guest Communications Whatsapp group to let Carstin know what the guest had issues with)
2:30pm - Go through video clips for the day on Blink Camera App, and delete clips that are not important/do not contain suspicious activity. ALWAYS leave at least 1 clip of the guest where we can see their face. This is in case of damages.
Video on how to delete clips
3pm/4pm - Look out at the security cameras to watch guests check-in.
Use “Security Camera - What to look for” guide
Download video clips that contain suspicious activities and send the clip into Guest Communications Whatsapp group
3:50pm-4pm - Use Guest Communication Whatsapp group and communicate with VA that will start shift at 4pm to let them know of anything they should be aware of
E.g) Guest at X property just checked in, everything looks good.
E.g) Guest at property X damaged the property and maintenance team is in the middle of fixing everything for next guest
E.g) Guest at property X has not checked in yet, please look out for them checking-in
4pm - Please summarise the cleans that were done for the day in the Guest Communications Whatsapp Group
E.g) Leighann - Upper Shelby - 10am to 2pm
4pm - Fill up time sheet