Quality Reviews
Quality reviews let managers spot-check completed work, provide feedback, and ensure standards are maintained.
Review Process
Completed Task → Manager Review → Pass (task closed)
↘ Fail (task reopened for rework)
Selecting Tasks for Review
Managers can review any completed task. Common approaches:
- Random spot checks
- Reviewing tasks from new housekeepers
- Following up on previous rework
- Guest complaint follow-up
Scoring
Each review includes a score from 1 to 5:
| Score | Meaning |
|---|---|
| 5 | Exceeds expectations |
| 4 | Meets standards, minor improvements possible |
| 3 | Acceptable, some issues |
| 2 | Below standards, needs improvement |
| 1 | Unacceptable, requires rework |
Feedback
Managers add written feedback explaining the score and any specific issues found. This helps housekeepers understand what to improve.
Evidence
Managers can attach evidence to a review:
- Photos — Document specific issues or exceptional work
- Videos — Record walkthrough or specific observations
- Voice Notes — Quick verbal feedback
- Text Notes — Written observations
Inspection Gate
At the end of each review, the manager sets the inspection gate:
Pass
The work meets standards. The task stays completed. The review and score are recorded for reporting.
Fail
The work does not meet standards. The task is reopened for rework:
- The task returns to the housekeeper's queue with rework status
- The review feedback is visible to the housekeeper
- The housekeeper redoes the work and resubmits
- The manager can review again
Reporting Impact
Quality review data feeds into:
- Housekeeper Performance Reports — Individual quality scores and trends
- Owner Dashboards — Portfolio quality overview
- Activity Timeline — Review events in the operational timeline
Best Practices
- Review promptly after task completion while details are fresh
- Be specific in feedback — "bathroom sink had streaks" is more helpful than "needs improvement"
- Use photo evidence to show exactly what needs fixing
- Balance pass/fail — failing everything undermines trust, passing everything undermines standards
- Check reviews from the housekeeper's perspective — feedback should be constructive