Documents to have open


1. Homekeeping Pricing List - TAB IS LDN HOMEKEEPING FOR LONDON OR RELEVANT CITY then look at the columns in blue. Homekeeping is just a clean and homekeeping + changeover is with new linens, towels, toiletries, toilet roll etc (like a new check-in). 


2. The homes welcome letter (read before calling)


3. The booking in BO (you can see the guests name etc)




Homekeeping:


Please make sure the following is done before you make the call:

You know:

  • Guest name
  • Date of check in and check out
  • Length of stay
  • Who they are coming with
  • Where they are they staying
  • Any special requests
  • The cost of a home keeping (check the pricing sheet)
  • The costs of the fridge fills (refer to SOP)

 

Have the welcome letter open so you can answer any questions the guest might have.



Please note the tone of my call: I am calm, casual, and always speaking with a smile. I use the guest’s first name, I give my name clearly and mention that I work for StayBeyond and am looking forward to them checking in.

Please do not use any formal language such as “madam” or “sir” , we want to be clear and friendly so the guest feels in safe hands and well looked after.

Please end the call by wishing the guest a great day ahead (or evening, depending on the time) and that you are here if they have any other questions or requirements, give the email address and telephone number to contact the team on.

 

If the guest asks any questions about Corna virus, let them know that there is antibacterial handwash in the property, and that everything is as normal in London, only the government has recommended that before and after travelling to always wash hands thoroughly. No one is wearing masks, and all is well ? (big smile, be very friendly and calm, like you are talking to a friend)

 

On the phone: Fridge Fill & Cleaning


Note: check the booking, and if appropriate, lead with:


  • Large booking: I can see you have a large group with you, would you like to book an extra cleaning or a fridge fill on arrival for your stay?
  • Long booking: I can see you’re staying with us for [10 nights] , would you like to book an extra cleaning  service during your stay or a fridge fill on arrival?
  • Family booking: Would you like too book an extra cleaning service while you’re staying with us? We have a lot of families stay with us and know that an extra clean mid-way through your stay can be really helpful! We also offer a fridge fill service meaning you will have a well-stocked fridge when you check in.

General spiel to outline the service:

“While you’re with us, would you like an extra cleaning service? Our cleaning service includes: Full deep clean of the home from top to bottom, full rubbish removal, plus a kitchen and bathroom thorough clean,  as well as a full change of linen and towels, top up of home essentials: tea, coffee, toilet paper and toiletries.”  

 

[ensure you know the price before calling, refer to homekeeping price list]

[ensure you try to book the service for after 3pm, but say you will do your best to accommodate the desired time]



Fridge fills only :

 

Note: check the booking, and if appropriate, lead with:

  • Large booking: I can see you have a large group with you, would you like to have the fridge stocked with food and drink before your arrival?
  • Long booking: I can see you’re staying with us for [10 nights] , would you like to have the fridge stocked with food and drink before your arrival?
  • Family booking: Would you like to have the fridge stocked with food and drink for your arrival? Our fridge fill packs are very popular with our family bookings  

 

General spiel to outline the service:

We have three different food and drinks packages available, starting at £60. We like to recommend our 'basics'  package which includes milk, fruit and snacks as well as bottled water, so that you don’t have to worry about getting the basics in on your day of arrival. If you need a bit more than this, we have a drinks package that includes organic tea, smoothies and soft drinks, you can mix and match from our prepared lists. 



If they want to book on the phone:


Add them onto the sheet here - make sure to note what they are buying including types of fridge fill, whether homekeeping is with or without linen and which dates for. They will be sent a link to pay or (if airbnb) it will be requested via the platform. 



FAQ's


1. What is in the fridge fills?


You can see that here. 


2. What is included in a homekeeping without changeover?


- Clean all surfaces

- Hoover and mop floors

- Empty dishwasher or do dishes

- clean bathroom

- make beds



3. What is included in a homekeeping with changeover


- All of the above and

- Change linens

- Fresh towels

- Top up of toiletries as well as other consumables such as toilet paper, kitchen roll, tea etc.


4. I  already have a daily clean, why would I want homekeeping?


The daily clean does not include a change of linens or towels or a top up of items and only lasts for 1 hour. You may wish to purchase a service in order to have fresh linens and towels. 


5. What is the cancellation policy?


We can refund services 50% if cancelled 14 days before but nothing if less than 14 days. 


6. Can you add custom items to my order?


Unfortunately, we cannot do this.