Knowledge Base
Searchable repository of approved guides, SOPs, and Q&A
Showing all 6 articles
Early check-in policy — when to allow, when to charge
If the boutique is available and cleaned, allow early check-in at no charge. For arrivals before 10am, confirm with housekeeping first before committing to the guest.
Guest complaint escalation: who to call and when
Level 1 (front desk): resolve complaints, amenity requests. Level 2 (duty manager): refund requests over $50, physical damage reports.
Leave calculation: mid-year joiners and carried-over days
For staff joining after 1 July, annual leave is pro-rated. Formula: (remaining months / 12) × entitled days.
Night shift handover checklist
Before starting night shift, review: (1) guest incidents logged during day shifts, (2) maintenance requests pending, (3) expected late arrivals and pre-registered guests.
Boutique cleaning products: what to use and what to avoid
Use the approved antimicrobial spray for pod interiors. Never use bleach-based products on the acrylic panels — they cause clouding and micro-cracks over time.
Social media content guidelines and approval process
All posts must be reviewed by the content lead before publishing. Guest photos require written consent. Never mention room pricing in social media posts.