CoWrks Service Standards

(Service & Hospitality Levels)

The CoWrks Service Standards detail the level of service that must be upheld and delivered to our
members / visitors / guests at every single CoWrks location.

Security Guard:

 Always smiling at every single person walking in to CoWrks

 Greets every single person walking in to CoWrks with “Hello! Welcome to CoWrks”

 Ability to speak fluent English, Hindi + local language

 Greets all members by first name

 Ability to use visual cues to escort or guide a visitor in to CoWrks

 If the Security Guard must leave their position, they must ensure that they do not do so if the
Front Desk personnel has left their position - and may only do so upon the return of said Front
Desk personnel.

Restroom Service:

 All housekeeping staff must exit the washrooms after each Cleaning Round

 No more than one housekeeping staff must be present in the washroom at any point in time.
This does not apply to the MST

 Restroom floors should be dry mopped every 60 minutes, or as required - whichever is earlier

 Restroom floors should be wet mopped thrice a day, after the morning cleaning routine. This
should be done in the morning at 11:30 AM, at 2:30 PM and again at 5:30 PM.

 Washbasins, WCs and Urinals should be cleaned immediately after each use

 After every use, the end of the tissue paper roll should be folded in triangular shape.

 Dustbins in restrooms should be emptied every 60 minutes. During high volumes of usage,
dustbins in each WC should be emptied every 30 minutes.

 All stains on restroom mirrors should be cleaned immediately

 Incense oil should be replenished every 2 hours

 Tissue paper rolls in the C-fold dispenser should be replenished as soon as it reaches 25%

 Tissue paper rolls inside each WC should be replenished as soon as they are over
  Spare tissue rolls should always be placed in each WC, with the ends folded in a triangular
shape.

 Hand-wash in dispensers should be replenished when 1/4th of the dispenser’s capacity

 Urinal Screen pads should to be changed every 30 days

 Disposable toilet seat covers and dispenser needs to be replenished when 25% of its capacity.

 Restroom attendants must avoid eye contact with all persons entering the washroom. Restroom
attendants must be aware of all persons using the washroom to ensure that they do not
obstruct movement

 Toilet seats must always be placed down in all washrooms.

Meeting Rooms Service:

 The Wireless Presentation Gateway (WiPG) (MirrorOp / WePresent / AirMedia / LatenTech /

Barco) in addition to the Monitor must be switched on between 8 am and 8 pm

 The Community teams must be able to configure the AirMedia / WiPG presenter application on
the users PC / Mac

 The pantry boys must be able to:

o Take an order for tea, coffee, water, etc.

o Serve tea and coffee in the meeting rooms

o Take an order for lunch - concierge

o Pre-plate an A-La-Carte lunch

o Serve lunch to each guest in the room

 Marker refills and duster should be checked after every meeting and should be placed back in
the wall-mounted whiteboard marker stand

 Standard air conditioning temperature in the meeting room - 23.4 degrees +/- 1 degree

 Blinds / Sheer curtains - default position to be open

 Lights when meeting rooms aren’t in use - turn it off

 Doily papers, saucers, tea pots, bowls (2 sizes), cups, knives, teaspoons, coasters, quarter plates,
salt & pepper, ketchup sachets,

 Water jugs must be refilled upon completion of any meeting that runs less than 30 minutes -
after all guests have exited the room
  Water jugs must not be filled to the brim. It should not exceed 90% due to susceptibility to
spillage.

 Water jugs must be refilled every 30 minutes - during any meeting that runs longer than 30
minutes

 Chairs must be placed back into position as per the planogram within 7 minutes from the
completion of every meeting.

 If a member requests for beverages, cookies or food to be served during a meeting, inside the
conference room, the same must be done within 10 minutes of such request.

 Glass partitions and Glass doors should be checked for stains after each meeting and should be
cleaned within 7 minutes of completion of each meeting.

 Those meeting rooms that are equipped with HDMI ports within the meeting room tables must
have a TV remote (to change the HDMI source) and HDMI cable available for that meeting room
- ideally in close proximity of the meeting room

 All HDMI cables must be black in colour

 Those meeting rooms that are equipped with a PolyCom / meeting Phone device must have the
extended microphones and cabling neatly tied upon the completion of every meeting - and must
be placed back into position

 Those meeting rooms that are equipped with a Video Conferencing facility must have the
equipped placed back into position upon the completion of every meeting

o All CAT 6 / ethernet cables used for the PolyCom must be black

 All meeting rooms that have cables below any meeting room table just use cable / wire
management system / cable ties to ensure that all cabling / wiring is neat at all times

o The same applies behind monitors / other areas within the meeting room

 Every meeting room table must have a functional Cable Cubby

o Every single port visible on a Cable Cubby must be functional. If a port is not functional /
enabled, then the port must be removed

Fuel Bar Service:

Fruit Infused Water:

 The fruit infused water must be refilled at upon reaching 25% of the dispenser capacity. At high
occupancy centers, this typically needs to be refilled every 10 minutes

 The fruit infused water must always have the correct label placed on the stand

Coffee Machine:

 Coffee beans must be refilled upon reaching 25% of the capacity. At high occupancy centres, this
might have to be done every every 30 minutes.
  Milk in the milk container should be refilled every 30 minutes on an average and during high
consumption hours, every 20 minutes.

o Quality and freshness of the milk has to be checked before filling the container. If the
milk tastes tangy, don’t use the milk.

 RO unit filters need to be changed quarterly

 Check whether the RO unit tank is filled daily

 Check the waste water outlet daily

 The coffee machine (depending on machine make and model) will display an alert when the
Ground container needs to be cleaned. This must be attended to within 2 minutes of the alert

 Preventive maintenance must be performed on the coffee machine every quarter

 The coffee machine must be cleaned every day at 8 am using the Cleaning Tablet

 Barista training

Glasses, Mugs, Cutlery & Crockery:

 Used glasses, mugs, cutlery and crockery should be picked up from the Community Lounge and
Fuel Bar area, every 5 minutes.

 At any point of time, the fuel bar should have enough number of mugs and glasses for members
to use. There should not be any point of time during the day when glasses and mugs are not
available

Microwave:

 This must be cleaned at least 3 times a day.

o It must be cleaned every 15 minutes during the Lunch Hour

o It must be deep cleaned with lemon-based detergent

o The water must evaporate before closing the shutter after each cleaning

Other Consumables:

 The water can, cookies, tea bags, stirrers, sugar sachets at the fuel bar should be replenished
upon reaching 25% of its capacity.

 Kitchen rolls at the fuel bar should be replenished when over, with the next kitchen roll on
standby when the current kitchen roll is at 25% of it’s capacity
  No member will ever be told that a specific type of Daily Cookie is out of stock. Only those
cookies stocked as a Cookie of the Week as a special for the week maybe out of the stock in the
following week (not the same week).

Other Standards:

 Fuel Bar Trash Bins should be emptied every 60 minutes.

 Fuel Bar chairs and bar stools and community lounge furniture and soft furnishing should be
constantly checked for compliance with CoWrks Planogram.

 Fuel bar area tables and chairs should be aligned after every use by a member. Ideally, such
furniture should be checked for the same every 15 minutes during lunch hours, i.e. 1:00 PM to
2:30PM and every 60 minutes during other hours of the day.

Wet Pantry Service:

 All used glasses, mugs, cutlery and crockery, should be picked up from around the centre,
should be placed at the wet pantry near the sink, has to be washed immediately and wiped dry,
before placing them at the fuel bar.

 Wet pantry floor should be dry mopped every 60 minutes and if required should be wet mopped
to remove stains.

 All cutlery and crockery must be wiped immediately after cleaning with a fresh cloth.

o Glasses must be kept in an upright position immediately after cleaning

o Glasses may be inverted after airing it out - which typically takes 15 - 20 minutes

 The Wet Pantry must be stocked with sufficient crockery and cutlery such that when the Fuel
Bar runs out of the same, it can be replenished with clean cutlery and crockery from the Wet
Pantry

Patio Service:

 The patio floor should be dry mopped every 15 minutes during lunch hours, i.e. from 1:00 PM to
2:30 PM and every 60 minutes at other times of the day.

 Dustbins should be cleared more often during lunch hours, i.e at 1:00 PM, 2:00 PM and again at
3:00 PM every day. During other times of the day, the dustbin should be cleared when it is full
up to 3/4th of its capacity

 Table tops should be wiped clean and used glasses, mugs, cutlery and crockery should be picked
up immediately during lunch hours, i.e. 1:00 PM to 2:30 PM, after the member leaves the table.
During other hours of the day, the same should be done every 2 hours.
Reception Service:

 The reception floor should be dry mopped every 30 minutes

 Fingerprints and other stains on the main entrance glass door and centre entrance doors should
be checked for and cleaned immediately

 Newspapers should always be folded closed and placed on the coffee table at the reception
area.

 The candy bowl on the reception counter top should be replenished when it is 1/4th of the
bowl’s capacity

 The Reception counter should always be clean. Used mugs and glasses should be immediately
picked up and placed at the Wet Pantry.

Private Studios Service:

Regular Cleaning:

 This must be done daily

 Dry mop the flooring and pedestals

Other Areas:

 Used glasses, mugs, cutlery and crockery should be picked up from:

o the Staircase area, Phone booth, Flexible Desks and Dedicated Desks, every 15 minutes.

o the Discussion Booths, every 5 minutes.

o the Private Studios, every 60 minutes.

 All wooden flooring across the centre, (e.g. corridors, staircase areas, etc.) should be dry
mopped every 120 minutes.

 All carpeted corridors and other carpet areas, should be brushed every 120 minutes

 Chairs should be aligned, table tops should be wiped clean and used mugs and glasses should be
picked up at discussion booths and phone booths, within 3 minutes of every use by members.

 All furniture, Artefacts, Cushions, Tabletop Plants, etc. should be arranged, every 30 minutes.

 Workstations in Dedicated and Flexible desk areas should be arranged, every 1 hour.
Morning Cleaning Routine:

The following must be completed prior to 9 am:

 Men’s, Women’s & Handicapped restroom cleaning:

o Replenishing tissues in each WC and the C-Fold dispenser

o Refilling incense liquid

o Cleaning of all mirrors and ensuring that they are free of stains and fingerprints

o Cleaning of the washbasin and vanity slab

o Cleaning of the hand drier and ensuring that they are free of any fingerprints and stains

o Clearing all dustbins in each WC and the common trash can and provisioning them with
new dustbin bags

o Cleaning the WCs and Urinals

o Cleaning the restroom floor by dry mopping followed by wet mopping.

o Updating the Restroom cleaning Checklist

o Cleaning the Main Door and each WC door of the restroom

 Dusting of table tops of all workstations at the flexible desk area, dedicated desk area & private
studios

 Cleaning of wheels of all chairs in the centre

 Alignment of workstation tables, pedestals and chairs at flexibles desk area, dedicated desk area
and private studios

 Cleaning furniture, dry and wet mop of the floor, clearing the dustbin and cleaning the glass
partitions at the Patio

 Clearing the dustbins across the centre including private studios, flexible desk area, dedicated
desk area, community lounge, reception area, wet pantry, fuel bar, conference rooms, AHU
rooms, store rooms, electrical rooms, HUB room, Server room, UPS rooms, Battery room and
other common areas and if required, change the dustbin bags

 Dry mopping the floor of AHU rooms, store rooms, electrical rooms, HUB room, Server room
and UPS rooms.

 Dry mopping all wooden floored private studios and wet mop areas that have stains

 Cleaning of all carpeted private studios

 Dry and wet mopping all wooden flooring and cleaning carpeted flooring across the centre.
 Cleaning of all glass closures across the centre, including private studios, conference room,
windows and doors to ensure that they are stain free and have no fingerprints.

 Cleaning of the community lounge by dry mopping the floor, followed by wet mopping.

 Placing community lounge furniture and soft furnishing as per CoWrks Planogram.

 Cleaning the reception desk, dry and wet mopping the floor, arranging reception area furniture
as per CoWrks Planogram.

 Dusting and brushing all door mats

 Aligning of fuel bar stools, tables and chairs as per CoWrks Planogram

 Cleaning of the Fruit infused water dispenser and refilling.

 Washing the milk container of the coffee machine and refilling with milk

 Cleaning the coffee machine, clearing the coffee dust, restarting the machine and refilling coffee
beans.

 Cleaning the water dispenser and refilling water cans

 Refilling/replenishing all fuel bar consumables including, cookies, all varieties of tea bags, sugar
sachets and stirrers.

 Washing all used mugs, glasses, plates, forks and spoons collected at the wet pantry and placing
them at the fuel bar.

 Cleaning of carpets, tables, chairs, walls and glass doors of the Phone Booth

 Cleaning of carpets, tables, chairs and walls of discussion booths

 Watering plants across the centre

 Dusting of conference room furniture, collecting all used mugs, glasses and crockery and placing
them in the wet pantry

 Ensuring all conference room furniture is placed as per CoWrks Planogram

 Wiping clean all marker boards inside conference rooms

 Checking if all markers are working fine and dusters are in good condition and place them
appropriately on conference room tables

 Placing the tray, jugs and glasses on the conference room table as per CoWrks Planogram

 Cleaning the staircase area – dry mop the floor and wet mop stains.

 Cleaning the partition and walls of the staircase area

 Dusting all staircase furniture and clearing all used mugs, glasses and crockery and placing them
in the wet pantry.
  Cleaning all print stations across the centre – wipe the storage unit and the shelves and arrange
the stationery as per CoWrks Planogram

 Clearing the Paper shredder

 Cleaning all TV screens across the centre and inside conference rooms

 Cleaning event signage across the centre

 Wooden flooring should only be cleaned by dry mopping. Wet mopping should only be done on
tough stains.

 Wet mopping on wooden flooring and common areas should only be done from 7 AM to 8:30
AM. During the day all cleaning should only be done by dry mopping.

 The morning cleaning routine needs to be completed before 9 AM on all working days, including
the First and Third Saturday of every month.

Entertainment Boards / Tables:

These include Foosball Tables, Table Tennis / Ping Pong, Air Hockey, etc.

 Pool tables:

o must have the felt changed every two years, or as required

o Felt care

o Cue care / cue tips

o The center shall provide at least two cue Chalk pieces at all times.

 Foosball:

o must have be repainted and serviced every 6 months, or as required

 Air Hockey:

o Motor servicing

 Table Tennis / Ping Pong:

o Table alignment

o Net care

o Racket replacement

Weekends:
 Operations:

o It is the Community team’s responsibility to understand which members typically work

weekends. The Community team must work in conjunction with the Operations team to
ensure that the Fuel Bar is adequately stocked on weekends (at Limited Service levels)
to ensure that there is no disruption of service to members. However, Full Service levels
(as defined in the document above) may be in effect during Weekend Events

 Visitors:

o The CoWrks front desk is manned Monday through Friday, 9 am to 6 pm without

interruption. While walkthoughs / tours are usually only accommodated on weekdays,
Members may have guests visiting on weekends. In such instances, Members must
register their guest using the visitor management system.

 Walk ins