To help ensure that our service delivery matches the standards required by our customers, our Quality Assurance Team monitors all aspects of our services. Our Quality policy starts at the recruitment stage, when all of our associates and staff undergo vetting and background checks. Our induction process includes training on standards, policies and procedures, including cleaning specifications and customer service.
On an on-going basis we monitor service delivery through formal and informal property checks. Cleaning standards are performance rated based on our Cleaning Specification and a quality checklist.
For holiday letting properties, all staying guests are provided with a feedback form which rates the property cleanliness and presentation as well as general maintenance.
For holiday letting properties our associates act as property managers, taking care of all aspects of a changeover including cleaning and linen change, checking the property on departure, reporting any maintenance issues on a timely basis, meeting and greeting guests, and fielding any calls from guests during their stay.
We only take on people with the capabilities to perform all of these duties to the highest standards. Our Quality Assurance Team then provide on-going training and mentoring to ensure our standards are continually re-enforced.
