Many of the holiday letting properties we manage are 5 star rated by VisitBritain. We also provide domestic cleaning and maintenance services to large properties with specialist cleaning requirements such as marble, antique furniture, chandeliers etc.
In order to ensure that our service delivery matches the standards required by our customers we have a Quality Assurance Team who monitor all aspects of our services. Our Quality Assurance starts at the recruitment stage, when all of our associates and staff undergo vetting and background checks. Once part of our team, staff take part in an initial induction process where we provide training on standards, policies and procedures, including cleaning specifications and customer service up to 5 star levels.
On an on-going basis we monitor service delivery through formal and informal property checks. Cleaning standards are performance rated based on our 5 star 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 domestic cleaning all customers are provided with a similar form for feedback.
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.