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Zero Critical Defects Knowledge Base

Designed to help Housekeeping and Resort Leaders navigate the ZCD program.

About the Zero Critical Defects (ZCD) Program

The ZCD Program is designed to increase the quality of Housekeeping services across Westgate Resorts. The program rewards Housekeepers & Housekeeping Supervisors for maintaining high quality cleaning standards based on inspection criteria.

What can I find in this knowledge base?

The knowledge base includes answers to Frequently Asked Questions (FAQs). Questions are categorized under Program & Reports, 5 Star Inspection Procedures, Manage/Executive Inspection Procedures, Disqualifying (DQ) Items, Guest Complaints, Supervisory Procedures, and the Payout Process & Approvals.

Who can I contact for more information?

For more information about the Zero Critical Defects (ZCD) Program, please reach out to your local Housekeeping Director, General Manager, or the National Director of Housekeeping.

Section 1

ZCD Program & Reports

ZCD reports are updated and sent by email every morning Monday through Friday and can be accessed through Tableau using this link (click here). 

If you would like to be included in the list of emails that receive the report for your resort or if you are part of the corporate team and needs to receive the daily reports, please send a request to the email opsreporting_analytics@wgresorts.com

The ‘Executives’ tab in the ZCD report shows all the Manager/Executive Status 1 inspections created at the resort for that pay period. This information is for research purposes only, since Managers are not eligible for the program. The average score showed on this tab is the average score given by the managers in the inspections that they performed, while the average score in the other tabs reflect the scores of the inspections received. The total number of inspections on this tab may not match the number of inspections received on the ‘Supervisors’ tab if one or more of the ZCD eligibility business rules are not met.
 
The ‘Managers’ tab is an enhancement to the ZCD reports implemented in November/2023. This tab shows any Manager/Executive inspections created on rooms already inspected by a manager. This allows resort executives to inspect their HK Managers and fully utilize the ZCD report for training and coaching of HK leaders. The scores on this tab refers to the score received by the HK Managers. This score will not replace the scores given by the HK Managers on the Supervisors that they inspected. Managers are still not eligible for the ZCD Incentive. This is completely optional and should be used by each resort at their own discretion.
The are two possible reasons for that issue:
 
  • PERSON CODE information in HotSOS (Personnel) does not match Employee ID (ADP)
  • Room attendant has no HSKP-coded hours in ADP or Supervisor has no SVHSKP-coded hours in ADP.

The HotSOS Actions Log report shows credits earned by the Room Attendant for multiple actions – including Deep Clean, for example. The ZCD report only shows the credits for actions eligible for the incentive program, i.e., Vacant Cleaned and Full Service. Starting on 10/20, Deep Cleans will start counting towards the program and those credits should also show on the ZCD report. The rollout for this change starts with Florida Properties progressively rolling out to properties outside of Florida.

Room Attendants that are WG Team Members should be named according to the following rule: WG + 2 letter that identify the resort + space + dash + space + first name on ADP + all last names on ADP. It is recommended that the resorts have one designated person to input HK TMs names in HotSOS to follow the nomenclature rules and have a perfect match with ADP. For example, John A Smith is a room attendant at WG Lakes. His name in HotSOS would be WGLI – John Smith (assuming that ‘A’ is his middle name initial).

Supervisors that are WG Team Members should be named according to the following rule: WGSUP + space + dash + space + first name on ADP + all last names on ADP. It is recommended that the resorts have one designated person to input HK TMs names in HotSOS to follow the nomenclature rules and have a perfect match with ADP. For example, Maria B Rodriguez Mendez is a supervisor at WG Villas/Town Center. Her name in HotSOS would be WGVI – Maria Rodriguez Mendez (assuming ‘Rodriguez Mendez’ is her last name in ADP and ‘B’ is her middle name initial).

HK Managers should be named according to the following rule: WGMGR + space + dash + space + first name on ADP + all last names on ADP. Manager from other departments at the resorts that also perform Manager/Executive Status 1 inspections should not have their names changed in HotSOS to match the nomenclature rules, that should be applied to HK Managers only.

The ZCD report pulls the information from the HotSOS Actions Log Report and places the names on the ZCD report according to the following rules: all names punched ‘Vacant Cleaned’ starting with the 4-letter prefix WG__ will show on ‘Room Attendants’ tab; all other names that punched ‘Vacant Cleaned’ that do not start with WG will show on ‘Contractors’ tab; all names that punched ‘Inspected’ and start with the 5-letter prefix WGSUP will show on the ‘Supervisors’ tab; finally, ‘Managers’ tab will pull the information from the Inspections reports showing all Inspectors for all the Manager/Executive Status 1 inspections created on that pay period. HK coordinators (or other HK office TM) should not have the 4-letter prefix WG__ or the 5-letter prefix WGSUP.

That happens when the inspections do not qualify for the zero critical defects program. That may happen for different reasons. For example, inspections created on a day different from the day that the room was cleaned; name of inspectee on the inspection different from name of room attendant who punched the room vacant cleaned; and room was not vacant cleaned, check out.

That happens when the inspections do not qualify for the zero critical defects program. That may happen for different reasons. For example, room was not punched Inspected before the inspection was created; inspection was created on a day different from the day that the room was cleaned and inspected; name of inspectee on the inspection different from name of room attendant who punched the room inspected; inspection not done on a WG supervisor.

The 5 Star/Ready Criteria shows the percentage of rooms that Supervisor punched Inspected that had a 5 Star inspection created by the same Supervisor on the same calendar day. Remember that all rooms for this calculation need to be cleaned and inspected on the same calendar day.
 
Note that if Supervisor completes a 5 Star Inspection but is not able to turn the room to Status 1 (Inspected), that will not decrease this criteria.
 
Note that if a Supervisor is completing inspections and/or punching Inspected for rooms cleaned on a previous day, those are not impacting this criteria.
 
Note that this % 5 Star/Ready reflect rooms cleaned and inspected on the same day, only.

Section 2

5 Star Inspection procedures

There are a few different reasons why a Five Star inspection may not show in the ZCD report:
  1. The Five Star Inspection was not created on the same calendar day as the room was cleaned (punched Vacant Cleaned).
  2. The inspectee in the Five Star inspection is not the same person who punched the room Vacant Cleaned.
  3. The person who punched the room Vacant Cleaned or the person who created the Five Star inspection has an issue with their name match with ADP and/or the standard name prefix guidelines.

Yes. Although contractors are not eligible for the program, performing a Five Star inspection on rooms cleaned by contractor will not only help the supervisor’s qualification criteria – e.g., credits inspected – but will also play an important role in providing guests with high housekeeping services quality and improving overall satisfaction.

The Five Star inspection in HotSOS have all their items pre-defaulted to answer ‘Yes’. That answer guarantees that the inpectee will receive the score for that item on that inspection. In case you have items that do not apply to the room being inspected – e.g., no dining room or no kitchen – you should leave the default answer ‘Yes’ and, please, do not change the answer to the question. You should never select N/A for an item because HotSOS will register that answer as a failure, which means that the inspectee will have their score negatively afected by any N/A answers to their inspections received. Only change the item answer if you find a failure in your inspection and, then, you should select answer ‘No’.

Critical Items are marked by the prefix “DQ” in the Steps of the Five Star and Manager/Executive Inspections. To report a DQ failure, the inspector should answer the Step with a ‘No’ (red) and write detailed comments on the issue found when the Remarks window pops up.
 
DQ failures should be reported whenever the inspector finds critical items in the room being inspected. It is strongly recommended to consider the context while reporting a DQ, such as the severity of the item found in the room, the condition of the rest of the room, and the inspectee’s history (if inspectee has been notified of the issue in previous situations, if inspectee is in training, etc.).

Section 3

Manager & Executive Inspections

There are a few different reasons why a Manager/Executive inspection may not show in the ZCD report:
 
  1. The Manager/Executive Inspection was not created within 24 hours (next calendar day) of the room being punched Inspected. Please, note that the room still needs to be punched Vacant Cleaned and punched Inspected on the same calendar day. Please, note that managers outside of HK should contact the HK department to get this information before starting the inspection.
  2. The inspectee in the Manager/Executive inspection is not the same person who punched the room Inspected. Please, note that managers outside of HK should contact the HK department to get this information before starting tht inspection.
  3. The person who punched the room Inspected is not a supervisor and/or does not have the name prefix as WGSUP in HotSOS.

Section 4

DQ (Critical Items) From inspections

In HotSOS, you can use the ‘Inspection Order Form Details’ or the ‘Inspection Results Detail – CSV Export’ to investigate inspections steps. If you choose to export these reports in CSV format, you’ll be able to filter the DQ steps that filed only.
The Remarks tab shows all the remarks for the inspections that had at least one DQ item failure. If the DQ is not in the Remarks tab, it could be either because:
 
  1. The supervisor/manager did not add remarks to the inspection and, therefore, it will not show in the Remarks tab.
  2. The DQ for the Room Attendant could have been a result of a Manager/Executive Inspection. DQ failures in Manager/Executive inspections will be applied for both Supervisor who punched and RA.
Room Attendants can be DQed mainly through 3 different ways:
 
  1. Five Star Inspection performed by a supervisor on a room punched Vacant Cleaned on the same calendar day – and you should be able to find this DQ creating one of the reports in HotSOS ‘Inspection Order Form Details’ or the ‘Inspection Results Detail – CSV Export’.
  2. Manager/Executive Status 1 Inspection received by supervisor who inspected the room punched Vacant Cleaned by RA on the same calendar day. The DQ items failures from this manager’s inspection will DQ both supervisor and room attendant – and you should be able to find this DQ creating one of the reports in HotSOS ‘Inspection Order Form Details’ or the ‘Inspection Results Detail – CSV Export’.
  3. Disqualified – Unsatisfied Guest order created after manager’s investigation on guest’s in-stay or post-occupancy complaint.
It is possible to void an inspection with DQs or a Disqualified – Unsatisfied Guest ticket. However, since the ZCD reports are updated daily, if the ticket is not voided immediately on the same calendar day as it was created, it will still show in the reports even after it is voided on a future date. We do not recommend voiding tickets if the only goal is to eliminate the DQ. Instead, at the end of the pay period, resorts will have the chance to request any changes in the report that results from their thorough investigation. Those changes may include removing/adding a DQ, waiving one of the required criteria, etc. The request needs to be sent to the opsreporting_analytics@wgresorts.com email by the resort’s GM with their approval to send the ZCD report to payroll.

Section 5

Guest complaints & unsatisfied guests

Unsatisfied Guest orders and their remarks are shown on the ZCD report for research purposes, only. Unsatisfied Guest – HK Manager Requested orders are ideally changed to Disqualified or Non Disqualified issues before being completed. Unsatisfied Guest orders should be created by resort staff such as front desk to register a guest complaint that is escalated and needs the investigation from a manager. In HK-related Unsatisfied Guest orders, a manager should investigate the issue and evaluate if a Disqualified – Unsatisfied Guest order should be created in order to disqualify the supervisor and room attendants who last inspected and cleaned that room. This process can be triggered by an in-stay guest escalated issue or a post-occupancy complaint. The Unsatisfied Guest orders are in the report for investigation purposes.
The DQ – Orders tab will show all the Disqualified – Unsatisfied Guest orders that were created by HK Managers of MODs when investigating an Unsatisfied Guest order that turns to be a HK issue that should have been addressed by the HK team during cleaning and inspection of the guestroom. For every Disqualified – Unsatisfied Guest order on this tab, the report will show the name of the RA who cleaned the room and the supervisor/manager who inspected the room, if the room was cleaned and inspected on the same day that the service order was created. If the DQ order was created on a different date, the information ‘Cleaned by’ and ‘Inspected by’ will not be on the report. GMs should fill out the information on column ‘Comments’ of who should be DQed by that DQ order when sending the approval for the ZCD incentive payment at the end of the pay period. If no information is provided on the column ‘Comments’ for those, no one will be disqualified by that DQ order.
Critical Items from a guest complaint should always be investigated and approved by the leadership team (HK Director, Executive Housekeeper, HK Manager, RDM, AGM or GM) before executed.
 
If an in-stay or a post-occupancy guest complains about a HK issue that falls under one of the seven critical items, front desk or resort services may create an Unsatisfied Guest ticket. Guest complaint should be immediately address to ensure guest’s satisfaction with their experience. Unsatisfied Guest ticket may stay open until one of the listed leaders is able to thoroughly investigate the issue. It is important that manager or that goes to the room takes pictures and adds detailed remarks on the Unsatisfied Guest ticket while addressing the issue.
 
It is recommended that leaders ensure validity and truthfulness of guest complaint by checking pictures and remarks and contacting team responsible for the room. It is also recommended to check before establishing accountability for the issue, such as time of check in and time of complaint, door security system to verify who was in the room last before the guest checked in, status of the room in the reservations system at time of check in, who cleaned and inspected the room, etc.
 
After investigation is completed, if resort leaders decide to execute the DQ from guest complaint, they should either change the Unsatisfied Guest ticket if it is still open or create a new Disqualified – Unsatisfied Guest ticket in HotSOS. These tickets will show on the DQ – Orders tab in the ZCD reports. At the end of the pay period, these DQs need to be approved and added to the Supervisors and/or Room Attendants tabs by the resorts under the column “Unsatisfied Guest DQ” 1st Week or 2nd Week, depending on the day of the guest complaint. You should also add the SO# and/or remarks on the Comments column to clarify the added DQ.
 
Note that the DQs from guest complaints will not be attributed to any supervisors or room attendants on the ZCD report unless the resorts point it out by adding those DQs on the Room Attendants and Supervisors tabs; or selecting Approved on the DQ – Orders tab along with the Room Attendant’s and/or Supervisor’s names that should be disqualified. Therefore, if a Disqualified – Unsatisfied Guest ticket is created by mistake, just make sure to select “Not Approved” on the DQ – Orders tab and there is no need for further action.
Unsatisfied Guest tickets should only be created by the resorts, usually Front Desk or Resort Services, when the guest so upset that they specifically request a manager in their room to address the issue. It should only be directed to Housekeeping if it is a cleanliness issue, not maintenance. When creating an Unsatisfied Guest ticket, requestor should add detailed remarks on the issue, including location of the issue, guest’s detailed complaint and, if applicable, any history and time of check in.
 
Note that general requests for extra towels, linens, touch ups, etc, should be reported using the appropriate ticket, such as Clean/Dirty or Requests issues in HotSOS.
 
If you have issues with this process, please contact your Front Desk Manager or your resort’s executives for clarification and alignment.

Section 6

Other Supervisory procedures

  1. If a supervisor punches a room Vacant Cleaned using his WGSUP prefix, he/she will not show on the tab Room Attendants or receive the credits for that cleaning. If the same supervisor does a self-inspection and punches the room ‘Inspected’, it will show on the Supervisors tab column ‘Punched Ready’. However, no 5 Star inspections credits (‘Credits Inspected’) or score (‘Average Score’) will show for this room. This will negatively impact the Supervisors’ 5 Star/Ready percentage criteria.
  2. If a supervisor punches a room Vacant Cleaned after changing the name in HotSOS to WG__ (4-letter prefix for Room Attendants, specific to each resort), he/she will show on the tab Room Attendants and receive the credits for the cleaning (‘Credits Cleaned’). This procedure should be used only if the Supervisor will clean full boards for most of the pay period and run for the incentive program as room attendant for that pay period.
  3. If a supervisor eventually cleans rooms, but still performs inspections and other supervisor’s resposibilities for most of the pay period and will run for the ZCD incentive program as a Supervisor for the pay period, they should use a separate login to punch the room Vacant Cleaned. This alternative login/code in HotSOS should not have the same prefix as Room Attendants (WG__), but any other prefix/name/standard of the resort’s choice. This name/login will not show on the Room Attendants tab. If the supervisor logs out in HotSOS from the alternative code and logs back in using their WGSUP code to login in HotSOS to complete the 5 Star inspection, they will earn the credits as a supervisor.
 
Alternative logins in HotSOS may be associated with any PERSON CODE of the resort’s choice, as long as it is a unique code. Alternative codes should NOT have their Employee ID as the PERSON CODE.
ZCD is an incentive program to motivate housekeeping teams, increase the quality of our HK services, improve TM satisfaction and, ultimately, improve the guest experience. In order to achieve these goals, the HK Five Star – Zero Critical Defects inspections provide the supervisors with a checklist to assist them when performing a thorough inspection of guestrooms to ensure that the WG quality standards are achieved at every guestroom at every WG resort. Pickup inspections and any other types of quick inspections that may be done/needed at the resorts are not part of the program and are not showed on the ZCD reports or accounted for in the ZCD criteria. If a supervisor turns rooms that was cleaned that day to status 1 – regardless of the quick inspections that they might have done – without creating a Five Star inspection for that guestroom, that action will bring down their % of Five Star Inspection Created/Punched Ready ratio, which will negatively impact their qualification for the ZCD incentive.
Resorts may still ask their HK Supervisors to help turn rooms to status 1 (Inspected) outside of their typical zones. The correct procedure is:
  1. HK Supervisor checks rooms that have recently closed orders in HotSOS
  2. HK Supervisor goes to the rooms to check if service was completed and ensure that rooms are ready for check in
  3. HK Supervisor contacts the HK Supervisor who created the 5 Star for that room and let them know that room is ready (HK Supervisor who created the 5 Star punches the room Inspected)
  4. If HK Supervisor who completed the 5 Star inspection for the rooms is not available to punch the room Inspected, HK Supervisor who checked the room should contact either their HK Manager, Rooms Coordinator, or one of their HK leaders so that they punch the room Inspected
If HK Supervisor punches the room Inspected and they were not the one who completed the 5 Star inspection for that room, their % 5 Star/Ready will be lowered.

Section 7

Payout process & approval

Pay period at WG is a 14-day period that goes from Friday to Thursday. Room Attendants and Supervisors who are eligible to the ZCD incentive program will receive their incentive payment for the current pay period on pay day for the next pay period – i.e., ZCD incentive payment is received 22 days after the last day of the pay period during which the TM earned the ZCD incentive. As the program rolls out and gets into a continuous flow, incentives will be paid every other week on pay day.

At the end of each pay period, Ops Reporting and Analytics team will send a final ZCD report to all GMs participating in the ZCD program. The GMs have the opportunity to request any changes in metrics and decisions. The request should be sent in the following format:
 
1. Email with the approved file should be sent by the GMs or designated person by the GM to the email opsreporting_analytics@wgresorts.com
 
2. Tabs Room Attendants and Supervisors: please, use the column Valid Qualification to answer only YES – meaning you agree with the decision for that RA or SUP – or NO – meaning you would like to change the decision to qualify or disqualify the RA or SUP. Add your comments on column Comments.
 
a. For example, if you have one room attendant with 4 DQs and you’d like to remove 2 DQs after investigation, you can respond Valid Qualification ‘YES’ (room attendant will still be disqualified for this pay period and will not receive an incentive), and on Comments you can add the request to remove 2 DQs and their SO #).
 
b. For example, if you have one supervisor that does not have a DQ but you investigated a guest complaint and that supervisor should have been DQed, you can respond in Validate Qualification ‘NO’ and in Comments you may request the addition of the DQ and a brief explanation or inform the number of the DQ order created.
 
3. Tab DQ – Orders, please inform the name of the Room Attendants and/or Supervisor you’d like to DQ for each Disqualified – Unsatisfied Guest order listed on that tab.