Employee
onboarding handbook.

Our service promise

Every ACCO visit should feel meticulous, dependable, and thoughtful. Treat each home or guest property with the same care you would expect in your own space. Follow the assigned scope, protect the client's belongings, and leave the property presentation-ready.

Your first week

1. Activate your portal account. Confirm your profile and save the portal to your phone.
2. Read this handbook and cleaner guide. Ask your manager about anything that is unclear.
3. Review the job checklists. Learn the room sequence, turnover reset, caddy check, and final walkthrough.
4. Complete orientation. Review safe product use, equipment handling, client privacy, and incident reporting.
5. Shadow or confirm your first assignment. Check arrival time, access instructions, service type, and assigned scope before traveling.

Field standards

• Arrive on time, in clean work attire, with a stocked and organized caddy.
• Read the full job card before entering the property.
• Work from the approved checklist and complete a final walkthrough.
• Never skip high-touch surfaces, bathrooms, kitchens, floors, or presentation details included in the scope.
• For Airbnb turnovers, reset linens, amenities, and staging exactly as documented.
• Upload or report required notes and photos before marking the job complete.
• Do not promise additional work or pricing to a client without manager approval.

If the condition of a property is materially different from the job description, pause and contact the office before expanding the scope.

Safety and equipment

• Follow product labels and training. Never mix cleaning chemicals.
• Use gloves and other provided protective equipment when required.
• Keep products secured, labeled, and away from children and pets.
• Use step stools and equipment only as trained; do not stand on furniture or countertops.
• Report broken glass, sharps, pests, biohazards, aggressive animals, unsafe wiring, or other hazards before proceeding.
• Stop work and contact a manager after any injury, spill, property damage, or security concern.

Client trust and conduct

Client homes, access details, schedules, photos, and personal information are private. Do not share addresses, entry codes, client names, or images outside the approved ACCO workflow. Do not invite visitors into a property, use client belongings, or photograph anything unrelated to assigned quality documentation.

Be courteous, calm, and professional. Discrimination, harassment, theft, intoxication, retaliation, or deliberate damage are incompatible with ACCO's standards.

Attendance and communication

• Confirm your schedule in the portal and review changes before each shift.
• Notify your manager as early as possible if illness, transportation, or an emergency affects an assignment.
• Use job notes for property-specific updates and direct urgent issues to the office.
• Do not mark a job complete until the work and final walkthrough are finished.
• Keep your phone charged and reachable during active assignments.