Module 06 · Office group

Communication Protocols

When to text, when to call, who to escalate to, and how to log the conversation. The right message at the right time saves an entire job.

Tools + products to bring

Equipment
  • Phone (charged)
  • PristineFlip app (job card + contact list)
  • Property notes from the job card
  • Composed-message template (in the app)

Execution

8 steps in order

  1. 01

    Mute your phone during cleaning — but check every 30 min

    Cleaning is high-focus and your full attention is on the property. But guests, hosts, and the dispatcher can only reach you between cleaning segments. Check the phone at every natural break (after each room, before each task swap).

  2. 02

    Use the composed templates in the job card — do not improvise

    The job card has pre-written templates for: check-in arrival, "running 20 min late", "running 30 min late", "found damage", "guest left belongings", "low on consumables". Improvised messages look like crew-side mistakes. Read the template, fill the placeholders, send.

  3. 03

    SMS first — escalate to call only for safety or time-critical items

    SMS is the host's primary channel and gets a paper trail. Call ONLY when: (1) the issue is safety / time-critical, (2) the host has not replied to an SMS in 30+ minutes, (3) the dispatcher needs immediate logistical input. If you call, follow up with an SMS recap after.

  4. 04

    Always include: your name, the property address (short form), the time, the issue

    "Crew [Name], [Property shortcode], [time], [issue]" — every message starts with this line. The host triages dozens of messages a day; the ones they can route in 5 seconds get replied to. The ones they have to decode get deprioritized.

  5. 05

    Photograph + log every damage / supply / guest-belonging event the moment it happens

    Photos and report entries go in the app IN REAL TIME, not "when I have a minute." If your phone dies or you lose connectivity, every unresolved event needs a written note in your pocket that you transcribe to the app as soon as you can.

  6. 06

    Confirm receipt — both directions

    When YOU send: wait for the host's auto-acknowledgement. When the HOST sends: reply with confirmation even if the message is just "received, on it." A "received, on it" reply closes the loop and prevents 5 minutes of back-and-forth.

  7. 07

    Escalation ladder: dispatcher → property manager → owner

    Always start with the dispatcher in the PristineFlip app. If the issue is safety or the dispatcher is unreachable: call the property manager (number in the app). If the property manager is unreachable: call the owner (number in the job card). Record the call in the app's event log as soon as you can.

  8. 08

    Never discuss money, deposits, or reviews in any message

    Money, deposit deductions, and review feedback are not cleaning-team territory. If a host asks you about any of these: "I can flag that for the dispatcher — they handle that." Then route it via the app.

  9. Accept means…

    • Composed templates used for the documented message types; no improvised messages.
    • SMS used for routine updates; call only for safety / time-critical / unacknowledged messages.
    • Every message starts with: crew name + property shortcode + time + issue.
    • Real-time photo + report logging; no "I'll log it later" promises.
    • Receipt confirmed both directions — your send acknowledged, host's send acknowledged.
    • No messages about money, deposits, or reviews go out under the crew account.

When something looks off

Pitfalls to watch for