What are the responsibilities of my domestic?

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Johan Horak · Accepted Answer

This answer is specific to owners who only rent out during school holidays.

Here are some of the responsibilities of the domestic. For any deviation, the appointed manager must be notified immediately. Below are 15 minimum functions for the domestic. Available to Agency.CapeHolidays homeowners and management staff.

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Be friendly, be accommodating, be FIRM!

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Be friendly, accommodating but be firm. The guests are just that. Guests! We respect them. But it's not their home. They must respect it and all the staff.
Take note of the number of people that confirmed to stay. There should never be more than the specified number sleeping over.
Inviting friends over: it is possible that guests may invite friends over. But it should never develop into a party. If cars start arriving and parking is becoming an issue; take immediate action and inform the manager.
All services provided by the domestic must be paid for upfront. Never do work to be paid later. Never let them say the agent or manager will pay or say it can be taken from the breakage deposit. Involve the appointment manager.
Some guests can be demanding, and obnoxious. Never allow this. Never. Never get involved. Escalate.
Any abuse of the owner's property, excessive noise, lack of decency, or anything impacting on the property or neighbours must be reported.
Never expect a tip.
Cleaning hours and specific days must be set by the manager and owner. And set in writing to the guest. Never agree to extra assistance without upfront payment. Upfront only.
Ensure maintenance issues are addressed immediately.
Ensure the garden and pool are always in excellent condition. Escalate if not.
The domestic fee must be included in the daily rate. And paid to the owner when guest payment is done upfront.
If neighbours are impacting on the guest stay then escalate.
Do not depend on the AGENT trying to get money from the departed guest for work done but not paid.
Report any accidents and breakages immediately to the manager. Take photos of all the broken stuff. Never throw broken stuff away. All evidence is needed to claim for breakages.
Ensure that you have a house manual and a summary of house rules. The house rules should be short and clear. Ensure you have done a FoolProof audit and have made the guests aware of dangers and risks. The manager and domestic should, in a professional way, ask guests upon arrival to take note of these rules and respect it.

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