Part 1: Introduction Stay Vista, to put it in brief, is where you go when you want the privacy of a cosy home, the vibe of a fabulous vacation and the standards of a hotel. With its unique stay options across Maharashtra and Goa, and stellar customer reviews, Vista Rooms has fast become synonymous with group getaways in the region. Stay Vista has served over 100,000 happy travellers. We also undertake various security measures to ensure the safety of the property as well as the guests. Part 2: An Ideal Villa An ideal Villa’s number one mission is to be a comfortable space. Where one can forget the stress and unwind, play and relax in the comfort. Villa that makes us feel at ease, and gives us the desire to beautify them every chance we get. 2.1 Villa Exterior Properly maintained Main Gate Sufficient lights Outdoor Properly maintained Trimmed and lush green grass Clean pavements if any in the lawn Pool must be clean and crack free Pool must have accessories like afloat, ball etc. Sitting arrangements outdoor 2.2 Living Room Cleaned Area Cleaned & organised sitting arrangement Clean & Crack free walls Clean & Crack free flooring Properly arranged furniture Clean and maintained furniture Air conditioning Gadgets for living areas like television, music system etc Windows clean and torn free with curtains Dustbin DTH Recharge for television Ashtray is smoking is allowed in the villa Well maintained and dust free artefacts 2.3 Bedrooms Properly Maintained Entrance Door with no scratches, tears, holes, broken parts Door hinges must be cleaned and rust free Clean & Crack free walls Clean & Crack free windows with clean and stain free curtains Maintained and comfortable Bed and side tables Clean & Crack Free Mirror Clean and Properly arranged furniture Bedroom Linen clean, Not Torn & Free of stain and dry Clean & Crack free Furniture Air Conditioner with remote Clean and stain free Carpets & Doormats Room freshers Dustbin No objects/garbage lying on the floor Pest control to be done. Clean & Working Electrical & Electronic Devices 2.4 Kitchen Floor should be clean and not sticky Sufficient place to cook For cooking a stove, burner or induction Necessary crockery and cutlery of good quality Storage, cooking and serving utensils Clean Sink Water supply and pressure Gadgets like Refrigerator, microwave, toaster, blender etc. in working condition Windows Clean & Crack Free. 2.5 Bathroom Clean and maintained WC Every corner of the bathroom is dirt free Shower area clean Bathroom accessories like hooks, shower area glass and curtains, soap tray etc. should be clean and stain free Fixtures of the bathroom should be functional and dirt free. Adequate Water supply Toiletries replenished Towels in good condition and stain free Dustbin odour free Exhaust fan in working condition 2.6 Additional Amenities Pool tables arranges Outdoor sitting Open relaxation area in lawn clean Barbeque cleaned & ready for use Wifi Working Outdoor games arranged & operational Adequate lighting outside Part 3 An ideal Caretaker Caretakers of the Villa need to ensure not only proper accommodation standards but also service standards that need to be maintained at the property which makes it look pleasant and appealing. These are some particular characteristics of an ideal caretaker: 3.1. Personality Being service oriented is important. Caretakers must be soft spoken and assertive while speaking and should be attentive. They should project an image of an organization's culture and ethics to our esteemed Guests. 3.2. Grooming Hair: Clean, trimmed and neatly combed or arranged Facial Hair (men only): Freshly shaved, moustache or beard neatly trimmed. Fingernails: Neat, clean and trimmed. Breath: Beware of foods which may leave breath odour, of tobacco, alcohol and coffee odour. Use a breath mint if needed. Body: Freshly bathed/ showered. Use deodorant. Makeup (women only): Be in natural looking. Perfumes/Colognes/After-Shave: Use sparingly or none at all. Your scent should not linger after you leave. Sweaty hand: While greeting the guest, hands should not be sweaty if there is any situation as such. Part 4 Role of a Caretaker The main goal of Caretaker is to address our Guest’s individual needs. The Caretaker has to adapt to a Guest situation and give a personalized experience for each Guest. 4.1 Before Stay Clean the entire villa with phenolic disinfectant Cleaning of the entire villa must be done. Villa should be dust free and informed to the maintenance team Clean all areas which are frequently touched with alcohol based sanitizer Clean all glassware/crockery/cutlery to be placed and labelled (need to be cleaned with sodium bicarbonate) Place sanitizers on entrance and living room Run Swimming pool filtration and chlorine treatment The exterior, living room, bedroom, bathroom etc should be well placed and arranged All linen to be changed, duvet covers must be used, fresh Towels must be folded and kept in a tidy manner in place Necessity kitchen and toiletries goodies bags must be kept in its respective place Caretaker should know the quantity of replenishment material used in villa. Arrangement/ requirement of water tanker and diesel or other materials should be informed a day or 2 days prior. In case of emergency, caretaker can call vendor or arrange water and same inform to the maintenance department. (Note cost of work is fixed by Vista) If any damage or assistance needed, contact the Head Office In case of early check in, inform the SEM/ head quarters 4.2 On Arrival Maintain social distance/wear a mask When the guest arrive you have to welcome them by saying: Namaste, Vista me aapka swagat hai. If any assistance is needed contact the Head Office Assist guests with their luggage after sanitizing the same and carry the same with gloves on. Collect all necessary e-documents from the booking agent to verify guests on arrival. Once Guest check-in formality is completed. Ask the Guest if they require any assistance and do the needful or call SEM/ the Head Office for further help. If the Guest does not require any assistance, share your contact number with the Guest. Show the guest around and reiterate them on Hygiene & Safety measures the property follows. Show the villa bedroom, bathroom and all the facilities available in the villa board game, pool, etc. if any. Caretaker should know the process manual and automatic electrical & electronics devices such as AC, Geysers, generator. 4.3 During Stay Caretaker should wear the vista Uniform. Always maintain social distance with guest and wear mask and gloves Remove shoes outside the property Caretaker can only go twice a day Caretaker must send the count of goodie bag weekly or when the count is less than 5 Inform central office/area supervisor of any breakdown Any issue regarding payment, material, damage and other, firstly inform to operations or maintenance department not owner directly Sanitizing/cleaning the villa twice during the stay, run swimming pool filter once Till the guest is inhouse do not touch anything inside the villa Inform Guest regarding any emergency services which needs to be conducted at the property Kitchens to be deep cleaned and sanitized at least once per day All F&B raw items to be washed with sodium bicarbonate cooking utensils to be sanitized before use No table service of F&B items. The caretaker can arrange the food, crockery and cutlery on the dining table. He clears the table once the guests have finished having their meal. Monitor Guest health during stay and report central office/SEM/PHC for a suspect Villa issues should be communicated on time Do’s Maintain social distance/wear a mask and gloves Establish Eye contact while speaking to Guest with a pleasant smile When Guest ask for direction always guide the way Maintain your work area - keep it clean Listen to Guest complaints / requests carefully if required pen down the details but never contradict or interrupt Never discriminate against any people, regardless of nationality, race, religion, colour, sex or appearance. Give equal treatment for all Try to address the guest with their last name Caretaker is responsible for writing and sending photos of the laundry count sheet at the time of pickup and drop up and ensure that laundry count is same at time. Daily basis caretaker should send the electricity meter reading (KWh, pf, KVA) to maintenance department. For payment reimbursement, caretaker should send the bills with villa name given by vista. and same from vendor side. Don’ts Do NOT insult the Guest Do NOT make promises that exceed your authority Before promising cross check with the head office Don't argue with the Guest Don’t lose your patience Don't promise the impossible, instead offer alternate choice Do not speak too fast or too slow Caretaker can't ask money from the guest for drinking water or any work. Caretaker should maintain the material receiving sheet when he/she receives any materials. 4.4 At Checkout Thank the guest for visiting Assist guest with their luggage after sanitizing the same and carry the same with gloves on. Baggage handles should be sanitised after being placed in the car. The solution should not be used directly but sprayed on a clean duster and then applied. Inform central office/area supervisor on checkout and damages 4.5 After Stay Keep all soiled linen away and give it for laundry Clean entire Villa floor with phenolic disinfectant Clean all areas which are frequently touched with alcohol-based sanitizer Clean all glassware/crockery/cutlery to be placed and labelled (need to be cleaned with sodium bicarbonate) Rearrange the furniture to its original place if any changes have been done by the Guest. If any assistance is required contact the Head Office If any check out related issues immediately inform the Head Office.
