Shared workload - Employees must share every aspect of cleaning customers’ homes by rotating cleaning tasks between homes and between visits in the same home equally with their teammates. Language proficiency - The Team Leader must read, write, speak and comprehend enough English to effectively deliver and manage the MOLLY MAID service strategy to their partner and the customers. Map reading and navigation - Employees must be able to read maps and navigate their way through the community. Service strategy - Employees must favorably demonstrate those characteristics customers equate with professionalism. This is far more important than the technical aspects of cleaning because it is the 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 Effective communication skills with fellow employees and customers o Interpersonal skills o Service demeanor o The professionalism, image and reputation of the MOLLY MAID brand rest predominately in a strong service strategy. Valid driver’s license and clean driving record (team leader only). Bonding/Employee Dishonesty - All employees of a MOLLY MAID franchise must be bonded and insured against employee dishonesty so that they cannot have any record of known dishonest acts or convictions for criminal or felonious acts. Report to work no later than [insert your start time], Monday through Friday Maintain an appearance and demeanor consistent with the MOLLY MAID image Cooperate with office staff and perform duties they assign Clean homes to the quality level of the MOLLY MAID brand Inspect your own and your partner’s work in customers’ homes to ensure it is complete, thorough and meets MOLLY MAID quality standards and meets or exceeds customers’ expectations Ensure that all members of the team conduct themselves properly at all times while working Ensure that customers’ houses are locked and secure upon leaving Ensure the proper and safe handling of customers’ keys Ensure that all members of the team properly care for customers’ property Collect and record customers’ payments and bring them safely to the office at the end of each shift 3.1.2 Essential Functions of the Team Leader Job The responsibilities of a team leader are to:
MOLLY MAID Personnel Manual Copyright 2015, Molly Maid, Inc.
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