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Owner, concierge and Personal Cleaner: how to share the roles?
Reading · 6 min
When a home involves several professionals, problems rarely come from a lack of goodwill. They mostly come from poorly defined responsibilities. Owner, concierge and Personal Cleaner must know who decides, who transmits and who carries out each mission.
The owner remains the decision-maker
The owner defines the use of the home, the budget, the service level, the equipment, the works, access rules, authorised people and general priorities.
They must also share important information about materials, sensitive items and intervention limits. Even when a concierge manages the property, some decisions remain theirs.
The concierge organises entrusted management
Depending on its contract, a concierge can handle listings, bookings, guest communication, arrival and departure, calendar, pricing, coordination, consumables, maintenance and commercial follow-up.
Not all concierges offer the same services. Their scope must be verified in the contract.
The Personal Cleaner delivers the agreed upkeep
The Personal Cleaner works on the tasks defined in her service: cleaning, room preparation, beds, available linen, tidying, finishes, visual check, reporting apparent anomalies.
She does not become responsible for the whole running of the home just because she is the last person on site.
Who handles the linen?
The answer must be written. Several models are possible: linen supplied and washed by the owner, linen managed by the concierge, stock available in the home, external laundry, separate service by the Personal Cleaner.
Without a clear arrangement, cleaning can be delayed by incomplete or still-damp sets.
Who handles the consumables?
Paper, soap, bags, welcome products and household items must have an owner.
The Personal Cleaner can flag low stock or set out planned products, but she should not automatically advance purchases without agreement.
Who contacts the tradespeople?
The report may come from the Personal Cleaner. The decision belongs to the owner or authorised manager.
Coordinating a tradesperson is a separate mission when it involves appointments, follow-up or an extended presence.
Who answers the guest?
In a short-term rental, the guest relationship normally belongs to the owner or concierge.
The Personal Cleaner should not become the default emergency contact if that mission was not planned.
Use a simple matrix
For each task, it is useful to state who decides, who organises, who carries out, who pays and who receives the report.
This split can fit into a shared table.
A well-maintained home does not only depend on the quality of cleaning. It also depends on a chain of responsibilities without grey areas.
Each home has its specifics. A first exchange helps understand your needs before any intervention.
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