System- Employees must use approved equipment and supplies and learn, understand, remember, and execute the required cleaning tasks, sequences, procedures, and precautions defined in the MOLLY MAID system. The system is defined in the Cleaning Manual, Training Manual, training videos, Employee Handbook, Employment Agreement, and Safety Manual. Shared workload- Employees must share equally with their teammates every aspect of cleaning customers’ homes by rotating cleaning tasks between homes and between visits in the same home. Language proficiency- As customer-contact professionals, the team leader must read, write, speak, and comprehend enough English and cultural slang to effectively deliver and manage the MOLLY MAID service strategy. Map reading and navigation- Employees must be able to read maps and navigate their way about the community. Service strategy- Employees must favorably demonstrate the characteristics customers equate with “professionalism.” This strategy is far more important than the technical aspects of cleaning because it is the key element that distinguishes MOLLY MAID from its competitors. All employees will potentially have significant contact with customers and should therefore possess the following characteristics: o Neat appearance and good grooming. o Punctuality. o Dependability. o Thoroughness and consistency. o Empathy and ability to listen. o Communication skills. Effective communication with fellow employees and customers enhances relationships and results in customer retention. o Interpersonal skills. o Service demeanor. The professionalism, image, and reputation of MOLLY MAID rest predominately in a strong service strategy. Bonding/Employee Dishonesty- All MOLLY MAID employees must be bonded and insured for employee dishonesty. This requires that they cannot have any known record of dishonest acts or convictions for criminal or felonious acts. From a safety and health standpoint, agility, fitness, and stamina are necessary for meeting the minimum productivity standards. In carrying out your MOLLY MAID housecleaning activities, you must frequently stoop, twist, kneel, push, pull, bend, stretch, carry, and lift. Specific cleaning tasks include vacuuming, wiping, polishing, scrubbing, and mopping. Valid driver’s license and good driving record (team leader only).
MOLLY MAID Safety Manual
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