Welcome to Casa Scotia
Welcome to the Casa Scotia team! We're delighted to have you join our community of dedicated professionals committed to providing world-class accommodations for our guests.
Purpose of This Handbook
This handbook is designed to provide you with a comprehensive overview of our team values, onboarding process, cleaning standards, and compensation structure. By following these guidelines and internalizing our values, you will be well-prepared to deliver a world-class accommodation experience to every guest.
Think of this handbook as your guide and reference to help you succeed in your role at Casa Scotia. It contains everything you need to know about our expectations, processes, and how we work together.
About Casa Scotia
Casa Scotia manages premium vacation properties that deliver exceptional experiences for our guests. Our reputation is built on attention to detail, cleanliness, and hospitality - areas where you play a crucial role.
We believe that the cleanliness and presentation of our properties are fundamental to guest satisfaction. That's why we invest in comprehensive training and support for our housekeeping team.
Our Vision
Guest-Focused
We believe in ensuring guests have a top-class stay, from cleanliness to overall comfort. Our goal is to exceed expectations and create memorable experiences through impeccable attention to detail.
Team Empowerment
Every housekeeper is a crucial part of our operation. We trust and invest in you to uphold our standard of excellence. Your expertise and dedication directly impact our success.
Constant Improvement
Through training, feedback, and ownership, we continually refine our processes to stay ahead in guest satisfaction. We believe there is always room to grow and improve our services.
How to Use This Handbook
This handbook is organized into sections that you can navigate using the sidebar menu. We recommend reading it completely when you first join our team and referring back to specific sections as needed.
Tips for Getting the Most from This Resource:
- Complete Initial Review: Read through the entire handbook during your onboarding.
- Focus on Core Values: Understand our values as they guide everything we do.
- Use as Reference: Bookmark key sections you may need to revisit.
- Ask Questions: If anything is unclear, reach out to your team leader.
Our Mission & Values
Our team values guide how we operate and interact with one another, guests, and property owners. We expect every member to internalize these values and make them the cornerstone of their daily work.
Our Mission
To provide a world-class accommodation experience for our guests through meticulous attention to detail, exceptional cleanliness, and genuine care.
Mission Driven
Core Principle: Our mission is to provide a world top-class accommodation experience for our guests.
Commitment: Each team member fully understands and prioritizes this mission in every task.
Decision-Making: When challenges arise, always choose the right way to serve the mission over the easy way. Ask yourself: "Does this action uphold our mission of delivering an exceptional guest experience?"
Extreme Ownership
Definition: Embrace full responsibility for any problem or challenge you encounter.
Self-Reflection: Ask yourself questions like:
- "Is there anything I could have done better to prevent or address this issue?"
- "Could clearer communication or more prompt action have helped?"
Continuous Improvement: By owning the problem, you also own the power to fix it. This leads to stronger teamwork and more consistent results.
Problem-Solving Attitude
Proactive Mindset: When an issue surfaces, respond promptly and focus on solutions rather than complaints.
Avoid Negativity: We believe there is little time for nagging and blaming; we spend that energy on quick, effective fixes.
Culture of Excellence: This positive, solution-focused approach is key to becoming the best at what we do.
Communication in Clarity
No Room for Confusion: Always ensure that tasks, responsibilities, and expectations are communicated with absolute clarity.
Effective Documentation: When creating or updating a document (e.g., checklists, notes), consider how others will interpret and use it.
Timely Feedback: Share opinions, concerns, or suggestions promptly. Clarity in communication prevents misunderstandings and keeps everyone aligned.
Find a Way, Together
Team Support: We work as a cohesive group of ambitious, mission-driven individuals who help and empathize with one another.
Open Dialogue: If you feel stuck or notice an issue (e.g., needing more time, spotting something odd), speak up right away.
Shared Responsibility: Whether it's covering for someone who is sick or brainstorming better solutions, we pool our resources and support each other to achieve success.
Onboarding Journey
We have established a clear and simple four-step onboarding process to help you transition smoothly into your role as a Casa Scotia housekeeper.
Trial and Training
Mandatory Training Material:
- This handbook (the one you're reading now)
- Cleaning videos (linked in the material below)
- Casa Scotia cleaning rubric (addendum)
Trial Cleanings: You will be invited to do a trial cleaning at one of our properties to familiarize yourself with our standards and routines.
Purpose: To familiarize you with our standards and routines.
Outcome: Helps us gauge how frequently and how many tasks can be assigned to you soon.
Availability Confirmation
Schedule Planning: We will confirm the days of the week and time periods you are available.
Reason: Aligning your availability with our turnover schedule helps us plan effectively and assign tasks accordingly.
Availability Tips:
- Consider sharing your availability at least one month in advance
- Be specific about times (morning/afternoon/evening)
- Communicate any upcoming changes as soon as possible
- Include any recurring commitments that might affect your schedule
Breezeway
Primary Scheduling & Task Assignment Software: Breezeway is where you'll see your assigned tasks and property details.
Action Items:
- Download the app (mobile or web)
- Watch the training videos to learn how to receive assignments, mark tasks as complete, and communicate with the team.
Breezeway is the central tool for your work with Casa Scotia. Becoming comfortable with this platform is essential for your success.
Scheduling
Long-Term Outlook: Once your availability is confirmed and you've learned Breezeway, you will be assigned properties for the next 3–6 months.
Task Visibility: You'll see expected cleaning tasks (turnovers and regular housekeeping) well in advance, allowing you to plan your personal schedule.
Regular Updates: While your schedule is viewable months ahead, always check Breezeway regularly for any changes or additions to your assignments.
Frequently Asked Onboarding Questions
How long is the onboarding process?
Typically, the entire onboarding process takes 1-2 weeks, depending on your availability for trial cleanings and training completion.
What cleaning supplies do I need?
You'll need to provide your own cleaning supplies and equipment. A detailed list will be provided during your training. Casa Scotia provides all guest amenities and consumables.
Is transportation provided?
Housekeepers are responsible for their own transportation to and from properties. We try to cluster your assignments geographically to minimize travel time.
Communication Protocols
Clear and efficient communication is vital to our operation. This section outlines how we communicate within the team and manage issues that may arise.
Contact Information
Keep these key contacts accessible at all times for efficient communication:
Team Leader
Primary Contact: Your first point of contact for day-to-day operations, scheduling, and general inquiries.
Response Time: Within 2 hours during business hours.
Urgent Issues
Emergency Line: For immediate assistance with serious property issues or situations requiring immediate attention.
Response Time: Immediate (24/7).
Technical Support
Breezeway Help: For assistance with the Breezeway app or other technical systems.
Response Time: Within 4 hours during business hours.
Communication Channels
We use multiple channels to ensure efficient communication. Choose the appropriate channel based on the urgency and nature of your communication:
Breezeway App
Primary Use: Task management, property-specific communications, and routine updates.
When to Use: For all standard cleaning tasks, documenting completed work, and reporting minor issues discovered during cleaning.
Text Messaging
Primary Use: Quick updates and time-sensitive communications.
When to Use: For schedule changes, arrival time updates, or quick questions requiring prompt answers.
Phone Calls
Primary Use: Urgent matters and complex discussions.
When to Use: For emergencies, situations requiring immediate attention, or detailed discussions that would be inefficient over text.
Primary Use: Formal communications and documentation.
When to Use: For sending official documents, detailed reports, or non-urgent communications that need to be documented.
Deficiency Reporting Process
Reporting property deficiencies promptly is crucial to maintaining our high standards and guest satisfaction.
Deficiency Reporting Guidelines:
- Timing: Report issues immediately upon discovery during your walkthrough.
- Documentation: Take clear photos of any damage or issues.
- Details: Include specific location and description of the problem.
- Reporting Channel: Submit all deficiencies through the Breezeway app under the property's profile.
Reportable deficiencies include:
- Damage to property, furniture, or fixtures
- Non-functioning appliances or systems
- Missing inventory items
- Evidence of pests
- Unusual odors or water damage
- Safety concerns
Emergency Procedures
In case of emergencies, follow these procedures to ensure safety and prompt resolution:
For life-threatening emergencies or immediate danger, call 911 first, then notify your team leader.
Property Emergencies:
- Water Leak/Flooding: Turn off water at the main valve if possible, then immediately call the emergency line.
- Gas Smell: Leave the property immediately, call the gas company from outside, then call the emergency line.
- Electrical Issues: If safe, turn off power at the breaker box. Call the emergency line.
- Structural Damage: Leave the property if unsafe, call the emergency line.
Training Resources
We recognize you may come from a different background or have experience with varying standards. To get us all on the same page, please carefully review the following materials. They define our exact cleaning process and the outcomes we expect.
Part One: Must Watch Training Material
Below links are the most important videos to go through before your first cleaning with us.
Casa Scotia Breezeway Cleaning Task
Demonstrates our internal approach and how to navigate the checklist on Breezeway.
Watch VideoHow to Clean Your Airbnb
Offers a general step-by-step cleaning workflow that aligns with short-term rental standards.
Watch VideoAirbnb Cleaning Handbook
Provides a condensed overview of best practices for thorough cleaning, including hidden spots often overlooked.
Watch VideoCleaning Criteria Example
Offers additional insights into detailed cleaning checks and finishing touches to impress guests.
Watch VideoPart Two: Casa Scotia Housekeeping Process
These are core procedures to follow on every turnover:
Follow Breezeway Checklist
Each property has a property-specific cleaning checklist. Strictly follow this checklist for every cleaning you do.
Meet Casa Scotia's Rubric
We use a cleaning rubric (see Section 7) to inspect and measure final results. Team leaders will conduct spot checks and review photos to ensure compliance.
Property Walkthrough & Deficiency Reporting
Upon entering, do a quick walkthrough to identify any issues or damages (deficiencies). Report immediately to your manager or in Breezeway so it can be addressed before the next guest arrives.
Guest Supply Refill
Refill all consumables (toilet paper, soap, etc.) so guests have everything they need. Sufficient supply is tied to guest satisfaction and your potential bonus.
Guest Check-In Reactions
If guests ever report a cleaning issue (though rare), be prepared to return and correct it as soon as possible.
Timestamped Photos and Videos
This step is critical but often missed. Always take photos or videos of each room, surface, and key areas when done. Upload them to the Casa Scotia cloud drive for:
- Evidence of condition before guest arrival (important if disputes arise).
- Proof of task completion and compliance with our cleaning rubric.
Part Three: Frequently Encountered Guest Concerns
Through our experience, certain cleaning oversights can happen repeatedly. Avoiding these issues will significantly increase guest satisfaction and reduce complaints.
Common Pitfalls to Avoid:
- Debris on the floor (especially noticeable if guests walk barefoot or in socks)
- Dust in rarely accessed areas (drawers, behind doors, under beds, room corners)
- Spider webs (window corners, ceilings, or corners of rooms)
- Dusty baseboards (easily overlooked but a common guest check point)
- Mouse droppings in drawers and cabinet interiors
- Uncollected trash in indoor bins
Pro Tips from Experienced Housekeepers:
- Use Natural Light: Open curtains and blinds when checking surfaces for dust and smudges.
- Eye-Level Perspective: Check surfaces from a guest's eye level to spot issues they would notice.
- Touch Test: Run your hand along surfaces to detect dust that might not be visible.
- Smell Check: Enter each room fresh to detect any odors that might bother guests.
Cleaning Process
Our cleaning process is designed to be thorough, efficient, and consistent across all properties. Following this process ensures all standards are met and that no aspect of cleaning is overlooked.
Pre-Cleaning Preparation
Proper preparation is essential for efficient and thorough cleaning:
Property Access
Access information for each property will be provided in Breezeway. This may include:
- Lockbox codes
- Door codes
- Special entry instructions
Important: If you ever have trouble accessing a property, contact your team leader immediately.
Supplies Management
Casa Scotia Provides:
- Guest consumables (soaps, shampoos, etc.)
- Toilet paper and paper towels
- Clean linens and towels
You Should Bring:
- Cleaning solutions and disinfectants
- Microfiber cloths and dusters
- Vacuum and mop
Initial Walkthrough
Before beginning to clean:
- Tour the entire property quickly
- Note any damages or maintenance issues
- Check for items left behind by previous guests
- Report any deficiencies in Breezeway immediately
This initial assessment helps you plan your approach and identify any issues requiring special attention.
Step-by-Step Cleaning Workflow
Follow this general workflow for each cleaning, supplemented by property-specific checklists in Breezeway:
Prepare and Collect
- Remove all trash and recycling
- Strip all beds and collect used towels
- Check for and collect any guest items left behind
- Open windows briefly to air out the space (weather permitting)
Bathrooms
- Apply cleaning solutions to shower/tub and toilet to allow time to work
- Clean mirrors and glass surfaces
- Wipe down all surfaces, fixtures, and handles
- Scrub shower/tub and toilet
- Mop floor
- Restock all supplies (toilet paper, soap, shampoo, etc.)
Kitchen
- Clean inside and outside of refrigerator
- Clean microwave interior and exterior
- Clean oven interior and exterior (if visibly soiled)
- Wipe down all countertops and surfaces
- Clean sink and fixtures
- Ensure all dishes are clean and properly stored
- Check and clean coffee maker
- Sweep and mop floor
Bedrooms
- Dust all surfaces, including hard-to-reach areas
- Clean all mirrors and glass surfaces
- Check under beds and in drawers
- Make beds with fresh linens according to Casa Scotia standards
- Vacuum floors, including under beds
Living Spaces
- Dust all surfaces, including decorative items
- Clean all mirrors and glass surfaces
- Wipe down all furniture
- Check under cushions for debris
- Arrange furniture properly
- Vacuum all floors, including under furniture
Final Touches
- Check all light fixtures and bulbs
- Wipe down light switches and door handles
- Clean baseboards
- Check for and remove any cobwebs
- Empty dehumidifier if present
- Set thermostat to appropriate temperature
- Arrange welcome items or snacks as required
Post-Cleaning Verification
Before leaving the property, complete these final steps:
Documentation
Take clear photos of each room, capturing:
- Overall room views
- Made beds
- Clean bathrooms with stocked supplies
- Kitchen counters and appliances
- Arranged furniture
Upload all photos to the Casa Scotia cloud drive as specified in your Breezeway tasks.
Final Checklist
Before leaving, ensure:
- All tasks in Breezeway are marked complete
- All lights are turned off (unless specified otherwise)
- All windows and doors are locked
- Thermostat is set to specified temperature
- All supplies have been replenished
- All your cleaning supplies are removed from the property
Casa Scotia Cleaning Rubric
Our cleaning rubric defines the specific standards we expect for every property. This is how your cleaning work will be evaluated and is directly tied to your performance bonuses.
Regular Inspection Outcomes
These items are checked during every inspection:
Property Condition
- Confirmation of no damage to the property, furniture, appliances.
- Timely report of any left belongings of guests.
- Confirmation of no leftover items in drawers, underneath beddings, beds, chairs, drawers, dressers.
Supply Verification
Confirmation of guest supplies refilled according to property standards.
Documentation
Photos taken for all rooms, furniture, window and doors and loose items, and uploaded to Casa Scotia property directories.
Supplies Standards
Each property must have these supplies properly stocked:
Kitchen
- Snacks on kitchen counter (as specified for each property)
- Clean dish towels (quantity specified per property)
- Dish soap more than half full
- Kitchen sponge (replaced if visibly worn)
Each Bathroom
- One hand towel
- One pack of wet paper towel
- One bottle of air freshener
- One roll of toilet paper on hanger
- Two more spare rolls under the sink
- More than half bottle of hand soap
- More than half bottle of body wash
- More than half bottle of shampoo
Cleaning Outcomes
These standards must be met for every cleaning:
Surface Standards
- No visually dusty and greasy surfaces.
- No visual stains on all furniture and loose items.
- No visual stains on carpets and blankets.
- No visually dusty vent outlets.
- No greasy and stained refrigerator interior, oven interior, microwave interior.
Cleanliness Standards
- No leftover garbages in indoor garbage bins and cans.
- No leftover coffee grind in coffee machine.
- No unwashed dishes in dishwasher.
- No debris on the floor.
- No debris at the entryway or other entrances of the property.
- No greasy BBQ racks and surfaces.
- Dehumidifier emptied.
Presentation Standards
- All beddings and towels are made and folded for guests.
- All furniture re-arranged to original places.
- All utensils and dishes are organized and put into original places.
Departure Standards
- All lights off when no same day check-in.
- All thermostat and air-conditions tuned down to minimum.
- All garbage bags are removed from property.
- All windows and doors locked.
Property Preparation Checklist
Use this abbreviated checklist during your final walkthrough:
General:
Kitchen:
Bathroom:
Bedroom:
Before Leaving:
Quality Assurance
Quality assurance is how we evaluate and reward consistent, top-quality work. We use several methods to ensure our standards are met and to provide fair, performance-based compensation.
Quality Assessment Components
Your cleaning work is evaluated using three primary components:
Casa Scotia Cleaning Rubric
Core Framework: This rubric details the exact cleaning outcomes we expect (see Section 7 for full details).
Inspection Method: Team leaders or managers review timestamped photos/videos and conduct random onsite inspections.
Important Note: If you do not upload evidence of your completed cleaning, it is an automatic failure to meet the rubrics.
Inspections & Walkthroughs
Random Audits: The team leader or frontline manager may appear right before a guest checks in to evaluate the property's condition.
Verification: Cleanliness, supply levels, and arrangement are double-checked, ensuring all standards are maintained.
Guest Feedback
Ultimate Test: Guests experience the property in-depth during their stay.
Continuous Improvement: We analyze guest feedback to refine our processes and training.
Action on Issues: If a cleaning issue is reported, we will reach out to you for a rapid resolution.
Inspection Procedures
Our inspection procedures are designed to be thorough and fair:
Photo/Video Review Process
After each cleaning, your submitted photos/videos are reviewed by a team leader to:
- Verify all areas have been cleaned to standards
- Confirm proper arrangement of furniture and items
- Check that all supplies have been restocked
- Identify any missed areas or issues
Feedback Process: If any issues are identified, you will be notified promptly with specific guidance for improvement.
On-Site Inspections
Random on-site inspections may be conducted by team leaders or managers to:
- Verify consistency between photos and actual conditions
- Provide immediate feedback and training opportunities
- Identify areas for potential process improvements
- Ensure all cleaning standards are being met
Important: These inspections are designed to be collaborative and constructive, not punitive. They provide valuable opportunities for improvement.
Guest Feedback Process
Guest feedback is a critical component of our quality assurance process:
Feedback Collection
Guests provide feedback through multiple channels:
- Post-stay surveys
- Direct communication with Casa Scotia
- Online reviews
- In-stay communication about issues
Review & Analysis
All feedback is reviewed by management to:
- Identify patterns or recurring issues
- Compare feedback across properties
- Track improvement over time
- Recognize exceptional performance
Issue Resolution
If a guest reports a cleaning issue:
- You will be notified promptly
- Clear instructions will be provided on what needs attention
- You may be asked to return to the property to address the issue
- Resolution must be completed within the timeframe specified
Continuous Improvement
Feedback is used to:
- Update training materials and processes
- Provide personalized coaching when needed
- Recognize and reward excellent performance
- Refine our cleaning standards and checklists
Note: If all the Casa Scotia housekeeping procedures are followed, we see no chance the guests can raise concerns regarding cleaning. However, on rare occasions, when there are concerns raised by guests about cleaning, we kindly ask cleaners to help address them in a timely manner.
Compensation
Your compensation is directly tied to your labor and the quality of your work as measured by our quality assurance process.
Labor Compensation
Base Rate
The labor compensation for general cleaning tasks is $18 per hour.
Maximum Cleaning Time: For most properties, the maximum time allowed for cleaning is 4.5 hours, given that we typically have 5 hours of turnover time between different guest groups.
Your team leader will inform you of specific time allocations for each property, as they may vary based on size and complexity.
Important Note: If you believe a property requires more time than the allocated maximum, please communicate with your team leader before you exceed the time limit. In certain cases, additional time may be approved.
Performance Review and Bonus
We offer performance-based bonuses to reward exceptional cleaning outcomes. These bonuses are evaluated for each turnover:
Rubric Compliance Bonus
Extra Pay: $10
Criteria: Fully meeting Casa Scotia Cleaning Rubric standards as determined by photo review and/or inspection.
Visual Inspection Bonus
Extra Pay: $10
Criteria: No visual stains, dust, debris, or spider webs during onsite inspection OR photo review by Casa Scotia team leader.
Guest Satisfaction Bonus
Extra Pay: $10
Criteria: NO mentioning of cleaning issues from guests during or after their stay.
Bonus Sharing:
If multiple cleaners work on the same turnover, the bonus will be shared equally among all team members who participated.
Example: If two cleaners work together on a property and earn all three bonuses (total $30), each cleaner would receive $15 in bonus pay.
Settlement of Compensation
Payment Schedule
- Labor Compensation: Paid monthly, deposited at the end of each month.
- Bonus Compensation: Paid quarterly, deposited at the end of each quarter.
Payments will be processed via direct deposit. You will receive a detailed statement of hours worked, properties cleaned, and bonuses earned.
Tax Information
As an independent contractor for Casa Scotia:
- You will receive a 1099 form at the end of the year for tax purposes.
- You are responsible for paying your own taxes on earnings.
- We recommend consulting with a tax professional regarding self-employment taxes.
Resources & Support
We are committed to supporting your success as a Casa Scotia housekeeper. This section provides valuable resources and information to help you excel in your role.
Quick Reference Guides
We've prepared several downloadable guides to help you in your day-to-day work:
Cleaning Checklists
Property-specific cleaning checklists that you can print and use during cleanings.
Download PDFSupply Inventory
Complete list of required supplies for each property type with reorder information.
Download PDFPhoto Documentation Guide
Examples of properly documented cleaning photos with guidance on what to capture.
Download PDFTroubleshooting Common Issues
If you cannot access a property:
- Double-check the access information in Breezeway
- Ensure you are at the correct property (verify address)
- Try both front and back doors if applicable
- Call your team leader immediately if you still cannot gain access
Never attempt to force entry or enter through windows.
If you encounter excessive mess, damage, or other unexpected conditions:
- Document the condition with photos immediately
- Contact your team leader to report the situation
- Do not begin cleaning until you receive instructions
- You may be authorized for additional time or assistance
If guest supplies are running low or missing:
- Check the property's supply cabinet first (usually in a utility closet or garage)
- If supplies are still unavailable, contact your team leader
- In emergencies, you may be authorized to purchase essential supplies
- Keep receipts for reimbursement if you make authorized purchases
Support Contact Information
Keep these contacts accessible when working with Casa Scotia:
Your Team Leader
Contact: Provided during onboarding
Hours: Monday-Friday, 8am-6pm
For: Scheduling, general questions, performance feedback
Emergency Hotline
Contact: Provided during onboarding
Hours: 24/7
For: Urgent property issues, security concerns, major problems
Technical Support
Contact: Provided during onboarding
Hours: Monday-Friday, 9am-5pm
For: Breezeway app issues, photo upload problems, documentation help
Continuous Learning
We encourage ongoing skill development and offer several resources to help you grow:
Advanced Training Videos
Beyond the essential training videos, we offer advanced tutorials on:
- Specialized cleaning techniques
- Handling difficult stains
- Efficient cleaning workflow optimization
- Luxury property presentation
Access these through the Casa Scotia team portal.
Team Workshops
We periodically hold optional workshops where you can:
- Learn new techniques from experienced team members
- Share best practices with peers
- Get hands-on training with new products or tools
- Ask questions and get immediate feedback
Workshop schedules are announced through Breezeway and email.
