Getting Started FAQs

This FAQ addresses common questions about your Optii Housekeeping software

Job Cards for Housekeeping:

[To learn more about Housekeeping Jobs, Colors, Symbols and Room Statuses, click here]

Departures

• Q: What is a departure room? A: A departure room is a room where the guest has checked out or is expected to check out imminently. These rooms need to be cleaned and prepared for the next arriving guest.
• Q: How does Optii identify departure rooms? A: Optii typically marks departure rooms with a specific job name and color (e.g., "Due Out," or "Departure") with an orange color. 
• Q: When should the Departure status be updated in Optii after cleaning? A: The room status should be updated in Optii by pressing "Complete" on your Job Card immediately Optii automated system will auto-assign the inspection for your inspector or supervisor to confirm if a room "Ready for Occupancy or Ready for a Guest to check in". Optii will also change the status of the room from Vacant Dirty to Vacant Clean. Please note Optii also offers the Self-Checker model which can then lead to different automation rules for the inspections. 
• Q: What should housekeeping staff do when they see a departure room in Optii? A: Housekeeping staff should prioritize cleaning departure rooms. They should consult their assignment list and prioritize rooms based on rush rooms, and arrival rooms priority first. It is always recommended to consult with your direct manager for more instructions. 
• Q: Can I customize and link my Departure checklist to a Departure service? A: Yes. Optii often allows you to create custom departure checklists tailored to your hotel's specific standards and the amenities offered. These checklists can then be linked to the stayover service within Optii within the room type, ensuring that staff follow the correct procedures and that all necessary tasks are completed. This helps maintain consistency and quality in your stayover service. To learn more about checklist and how to link them in Optii please click here.
  • Checklist in Optii
  • Room Types Checklist for Jobs in Housekeeping

• Q: How are early check-ins handled with regard to departure rooms? A: If a guest requests an early check-in, the front desk should coordinate the change in the PMS. Once this is completed Optii will automatically change the Job action from a "Stayover" to a "Due Out" or "Departure". Please note Optii relies on the changes made on the reservation in the PMS first, as well as the delivery of the message from the PMS interface to Optii. To learn more about PMS please click here. 
• Q: What happens if a guest stays past their scheduled check-out time? A: The Job Card for that room will display a "Due Out" status until the guest checks out. This alerts staff that the room needs attention and may impact scheduling.
• Q: Will the "Due Out" status disappear automatically when the guest checks out? A: Yes, once the guest checks out, the "Due Out" status will be removed from the Job Card to "Departure".

Stayovers

• Q: What is a Stayover room? A: A stayover room is a room where the guest is staying for more than one night. These rooms require daily servicing, even though the guest hasn't checked out.
• Q: How does Optii identify Stayover rooms? A: Optii typically marks departure rooms with a specific job name and color (e.g., "Stayover") with a green color. 
• Q: When should the Stayover status be updated in Optii after cleaning? A: The room status should be updated in Optii by pressing "Complete" on your Job Card immediately Optii automated system will auto-assign the inspection for your inspector or supervisor. Optii will also change the status of the room from Occupied Dirty to Occupied Clean or Occupied Inspected (for stayovers self-inspections). Please note your hotel may have chosen to skip Stayover inspections. Always consult with your hotel manager for policies and process for Stayover inspections. 
• Q: What if the guest has activated the Do Not Disturb (DND) sign? A: Staff should respect the DND sign and not enter the room unless there is an emergency or pre-arranged service. Staff should activate the DND Cleaning Exception Status in Optii immediately. It is recommended to consult your hotel manager for policies and procedures of DND. 
• Q: What if the guest has activated the No Service Required (NSR) sign? A: Staff should respect the NSR desired of the guest and not enter the room unless there is an emergency or pre-arranged service. Staff should activate the NSR Cleaning Exception Status in Optii immediately. It is recommended to consult your hotel manager for policies and procedures of NSR.
• Q: Can I customize and link my Stayover checklist to a Stayover service? A: Yes. Optii often allows you to create custom stayover checklists tailored to your hotel's specific standards and the amenities offered. These checklists can then be linked to the stayover service within Optii within the room type, ensuring that staff follow the correct procedures and that all necessary tasks are completed. This helps maintain consistency and quality in your stayover service. To learn more about checklist and how to link them in Optii please click here.
  • Checklist in Optii
  • Room Types Checklist for Jobs in Housekeeping

Turndowns

• Q: What is turndown service? A: Turndown service is a nightly service provided by some hotels, typically in the evening, to prepare the guest's room for sleep. This often includes tasks like turning down the bed linens, providing chocolates or other treats, refreshing towels, and preparing the room for the night.
• Q: Do all hotels offer turndown service? A: No, turndown service is not offered by all hotels. It's often considered a premium service offered by luxury or upscale properties. Always consult with your hotel manager for more information. 
• Q: How does Optii manage turndown service? A: Optii can be used to schedule, assign, and track turndown service, ensuring that it is provided to the appropriate guests at the correct time.
• Q: How does staff know which rooms require turndown service? A: Optii typically marks departure rooms with a specific job name and color (e.g., "Turndown") with a purple color. 
• Q: Can turndown service be customized for specific guests? A: Yes, Optii can usually accommodate special requests for turndown service, such as specific turndown times, preferred treats, or other personalized touches. These requests should be noted in the guest's profile in Optii or the PMS.
• Q: Can I customize and link my turndown checklist to a turndown service? A: Yes. Optii often allows you to create custom turndown checklists tailored to your hotel's specific standards and the amenities offered. These checklists can then be linked to the turndown service within Optii within the room type, ensuring that staff follow the correct procedures and that all necessary tasks are completed. This helps maintain consistency and quality in your turndown service. To learn more about checklist and how to link them in Optii please click here.
  • Checklist in Optii
  • Room Types Checklist for Jobs in Housekeeping
• Q: When should the turndown service be marked as complete in Optii? A: The room status should be updated in Optii by pressing "Complete" on your Job Card. Immediately Optii automated system will auto-assign the inspection for your inspector or supervisor. Optii will also change the status of the room from Occupied Dirty to Occupied Clean. Please note your hotel may have chosen to skip Stayover inspections. Always consult with your hotel manager for policies and process for Stayover inspections. 
• Q: What if the guest has activated the Do Not Disturb (DND) sign? A: Staff should respect the DND sign and not enter the room unless there is an emergency or pre-arranged service. Staff should activate the DND Cleaning Exception Status in Optii immediately. It is recommended to consult your hotel manager for policies and procedures of DND. [To learn more about Cleaning Statuses Actions, Symbols and Behaviours, click here]
• Q: What if the guest has activated the No Service Required (NSR) sign? A: Staff should respect the NSR desired of the guest and not enter the room unless there is an emergency or pre-arranged service. Staff should activate the NSR Cleaning Exception Status in Optii immediately. It is recommended to consult your hotel manager for policies and procedures of NSR. [To learn more about Cleaning Statuses Actions, Symbols and Behaviours, click here]

Inspections & Corrections

• Q: Who performs inspections in Optii? A: Inspections are typically carried out by supervisors, inspectors, or other designated staff members to ensure that cleaning standards are met.
• Q: What types of rooms are inspected? A: In Optii both departure and stayover rooms can be inspected after cleaning is completed. The frequency and type of inspections may vary depending on hotel policy and room status. Always consult with your hotel manager for policies and procedures.
• Q: Why are inspections important? A: Inspections are crucial for maintaining quality, consistency, and guest satisfaction. They help identify areas where cleaning might have been missed or needs improvement. Hotels may chose a Self-Checker model and Optii provide comprehensive automation to ensure your team can follow brand standards and meet guest satisfaction. Always consult with your hotel manager for policies and procedures.
• Q: How are inspections conducted in Optii? A: Inspectors can use Optii on mobile devices (tablets or handhelds) to access their assigned inspections. Inspections will be auto-assigned in Optii based on different factors such as (Schedule, Locations assigned to the Inspector, Inspections Frequency, etc). 
• Q: How does staff know which rooms require inspection service? A: Optii typically marks inspection rooms with a specific job name and color (e.g., "Inspection") with a blue color. 
• Q: When should the Inspection status be updated in Optii after cleaning? A: The room status should be updated in Optii by pressing "Complete" on your Job Card immediately  will  change the status of the room fromVacant Clean to Vacant Inspected. 
• Q: What happens if the inspector finds deficiencies during an inspection? A: If the inspector finds issues, they can typically create a "correction" job within Optii. This job is then assigned back to the room attendant or another designated staff member to address the deficiencies. The room status also will change automatically from Vacant Clean or Occupied Clean (for Stayover Inspections) to Vacant Dirty or Occupied Dirty (for Stayover Inspections).
• Q: How does the room attendant know about the required corrections? A: Optii typically marks correction rooms with a specific job name and color (e.g., "Correction") with a Dark Cyan color. 

Touch ups & Checks

• Q: What is a touch-up job? A: A touch-up job is a small, typically quick job assigned to a housekeeping room attendant to address minor issues or complete finishing touches in a room. These jobs are often related to guest requests, last-minute cleaning needs, or addressing deficiencies found during ad-hoc inspections.
• Q: When are touch-up jobs assigned? A: Touch-up jobs can be assigned at any time, but they are most common:
  • After a room has been cleaned but before it is inspected or marked as ready.
  • In response to a guest request (e.g., spot cleaning).
  • To correct minor issues found during an ad-hoc inspection.
• Q: How are touch-up jobs assigned in Optii? A: Touch-up jobs are typically assigned by supervisors or inspectors through Optii. They can be assigned to specific room attendants or to a general pool of available staff.
• Q: How are touch-up jobs tracked in Optii? A: Optii allows for tracking the status of touch-up jobs, from assignment to completion. This ensures that all necessary tasks are completed promptly.
• Q: How does a room attendant know about a touch-up job? A: Room attendants are notified of touch-up jobs through Optii. Optii typically marks touch ups rooms with a specific job name and color (e.g., "Touch Ups") with a blue color. 
• Q: What is a check job? A: A check job is a task assigned to an inspector or supervisor to verify that a room is clean and ready for occupancy. It's a final quality assurance step before the room is made available to a guest.
• Q: When are check jobs performed? A: Check jobs are usually performed after the room has been cleaned and any necessary touch-up jobs have been completed. Checks can also be allocated after a room attendant performed a "Correction". They are typically done shortly before a guest is expected to check in.
• Q: How are check jobs assigned in Optii? A: Check jobs are assigned by supervisors or automatically generated by the system after a correction is performed, or a cleaning status change in your PMS (e.g "Pick Up" or "Out of Order/Service")
• Q: How are check job results recorded in Optii? A: Inspectors record the results of their check jobs in Optii, indicating whether the room passed or failed inspection. If the room fails, the inspector can create correction tasks for the room attendant.
• Q: What happens if a room fails a check job? A: If a room fails a check job, the inspector identifies the issues and creates correction tasks. These tasks are assigned to the appropriate staff to rectify the problems. The room is not made available for check-in until it passes inspection.

Cleaning Exception Statuses:

[To learn more about Cleaning Statuses Actions, Symbols and Behaviours, click here]

DND Statuses

• Q: What is the purpose of the DND feature? A: The DND allows guests to indicate that they do not wish to be disturbed. Rooms with DND activated are easily identifiable by the DND symbol displayed on the room's information within Optii. This helps staff respect guest privacy and avoid unnecessary interruptions.
• Q: What should staff do if they see a DND room on their assignment list? A: Staff should respect the DND status and avoid entering the room unless specifically requested by the guest or as per hotel policy (e.g., for safety checks).
• Q: How should staff handle guest requests related to DND rooms? A: If a guest in a DND room requests service, staff should address the request promptly and update the room status accordingly in Optii.
• Q: How can I tell if a room has DND activated? A: Rooms with DND activated are easily identifiable by the DND symbol displayed on the room's information within Optii.
• Q: What happens to a cleaning job when DND is activated? A: While the job remains on the "My Assigned Jobs" list for the assigned user, it is moved to the end of the assignment queue. This indicates that the room should not be serviced until the DND is deactivated.
• Q: Will DND rooms still appear on the Timeline View and Job Status View? A: Yes, rooms with DND activated remain visible on both the Timeline View and the Job Status View. This ensures that staff are aware of the DND status, even though the room may not be immediately serviced.
• Q: Why are DND rooms still visible in Optii? A: Visibility is maintained to provide a comprehensive overview of all rooms and their statuses. This allows staff to plan their work effectively and address any guest requests promptly once DND is deactivated.
• Q: How is DND deactivated? A: DND is usually deactivated by the guest when they wish to have their room serviced.  In Optii simple go to the room location and disable the DND status. 

NSR Statuses

• Q: What does NSR mean? A: NSR stands for No Service Required. It indicates that a room does not need cleaning or servicing, typically because the guest has opted out of housekeeping services.
• Q: What should staff do if they see an NSR room on their assignment list? A: Staff should understand that NSR rooms do not require routine cleaning. However, they should still be attentive to guest requests and address any specific needs that might arise.
• Q: How can I tell if a room is marked NSR? A: Rooms marked NSR are typically identifiable by a specific symbol or indicator within Optii. The exact visual cue may vary depending on the system configuration.
• Q: What happens to a cleaning job when NSR is applied? A: When a room is marked NSR, scheduled cleaning jobs for that room are typically removed from the assignment queue. This prevents unnecessary work for housekeeping staff.
• Q: Will NSR rooms still appear on the Timeline View and Job Status View? A: Yes, rooms with NSR status usually remain visible on both the Timeline View and the Job Status View. This provides a complete overview of room statuses and ensures that staff are aware of which rooms do not require servicing.
• Q: Why are NSR rooms still visible in Optii? A: Maintaining visibility allows for efficient management of all rooms. Even though a room is NSR, it might still require attention for other reasons (e.g., maintenance, guest requests).
• Q: What if a room marked NSR appears to require cleaning (e.g., due to a spill or other issue)? A: Staff should address the situation appropriately, even if the room is marked NSR. The priority is guest satisfaction and maintaining cleanliness. Update the room status in Optii as needed.

Double Lock-Active

• Q: What does "Double Lock Active" mean? A: "Double Lock Active" indicates that a room's door has been double-locked, typically using a physical deadbolt or other secondary locking mechanism. This provides an extra layer of security and often signifies that the guest is occupying the room and expects privacy.
• Q: How can I tell if a room has the double lock active? A: Optii usually displays a specific symbol or indicator (e.g., a double lock icon) on the room's information when the double lock is active. The visual representation may vary depending on the system configuration.[To learn more about Cleaning Statuses Actions, Symbols and Behaviours, click here]
• Q: Can staff still access a room with the double lock active? A: Generally, staff should not enter a double-locked room without a valid reason (e.g., emergency, guest request, pre-arranged service) and should follow hotel-specific procedures. Overriding a double lock should be done cautiously and only when absolutely necessary.
• Q: How does Optii track the double lock status? A: The double lock status is usually manually updated in Optii by staff (e.g., after observing the double lock during room checks or if notified by the guest). Some properties might integrate electronic locking systems with Optii for automatic status updates.
• Q: Why is it important to track the double lock status in Optii? A: Tracking the double lock status in Optii helps improve communication between departments, prevents unnecessary disturbances to guests, and enhances overall security.
• Q: What is the best practice for handling double-locked rooms? A: The best practice is to always respect the guest's privacy and avoid entering double-locked rooms unless absolutely necessary and following established hotel procedures.
• Q: Where can I find more information about double lock procedures? A: Consult your hotel's training materials, standard operating procedures, or your supervisor for specific guidelines related to double-locked rooms.
• Q: What does it mean when a room assigned as "dirty" is found clean? A: This situation can occur for various reasons. The previous guest might have left the room exceptionally tidy, the room might have been cleaned but the status wasn't updated, or there might have been an error in the room assignment.
• Q: What should I do if I find a clean room that was assigned as dirty? A: Do not assume the room is ready for occupancy. Follow these steps:
  1. Double-Check: Verify that the room is indeed clean and meets all hotel standards for a ready-to-occupy room. Check the bathroom, amenities, and overall cleanliness and any other hotel brand standards. For more information of your brand standards contact your direct supervisor. 
  2. Update Optii Immediately: It is crucial to change the room status in Optii from "dirty" to "Clean or Sleep Out No Show". This ensures accurate room availability and prevents the room from being assigned to another guest before it's truly ready.
     
     
  3. Supervisor · Investigate (If Possible): If time permits, try to determine why the room was marked dirty. Was it a system error? Did the previous guest leave it exceptionally clean? Was there a miscommunication?
     
     
  4. Communicate: as best practice inform your supervisor or the appropriate department about the situation, you can either add a note or use the Optii Chat functionality. This helps identify potential issues with room status updates or assignments.

Timeline View:

• Q: How often does the Timeline View update? A: The Timeline View updates in real-time. Any change in room status, cleaning progress, rush rooms, cleaning exception status or other relevant information will be immediately reflected in the view.
• Q: Do I need to manually refresh the Timeline View? A: No, the Timeline View automatically refreshes, so manual refreshing is not necessary.
• Q: What if I don't see a change reflected in the Timeline View? A: If you believe the information is incorrect or the view isn't updating, please contact support.

Rooms View:

• Q: Does the Rooms View update automatically like the Timeline View? A: No, the Rooms View requires a manual refresh to see updates. It does not automatically refresh.
• Q: How do I refresh the Rooms View? A: Simply click on any actions within the Room and any room status changes will automatically display in your view.
• Q: Why doesn't the Rooms View update automatically? A: The Rooms View does not currently utilize a real-time update subscription service.

General question about PMS and Optii Integration:

• Q: If a room's status changes in Optii, will the PMS reflect that change? A: Yes, the integration between Optii and the PMS is designed to synchronize status changes.
• Q: Will changes made in the PMS automatically update in Optii? A: Yes, occupancy status changes made in the PMS related to room status should be reflected in Optii.
• Q: Will both the Timeline View and Rooms View reflect changes made in either Optii or the PMS? A: Yes, both views should reflect changes. However, while the Timeline View updates automatically, the Rooms View will require a manual refresh.
• Q: What should I do if the information is inconsistent between Optii and the PMS? A: If you notice inconsistencies between the two systems, please contact support for assistance.

General:

• Q: Who should I contact if I have problems with the update functionality? A: Please contact your direct manager or the Optii support team for any issues related to updating information in the PMS.
• Q: Where can I find more information about the PMS and Optii integration? A: Consult your PMS documentation or contact your direct manager for detailed information about the integration.