Company Processes
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      1. Best Practices & Standard Operating Procedures
      2. Company Processes

      Annual Safety & Failure Prevention Internal Process

      This outlines the process for the Project Admin, Engineers and Amenity Assurance

      Project Administrator Process 

      Step 1: Selection of Homes

      • Select 25 homes that will have availability within the next 2-3 weeks. Choose days that are unlikely to have bookings, avoiding Fridays through Sundays and holiday weekends
      • Try to group the homes by neighborhood or in close proximity 
      • Book technicians when they have enough time to finish the ENTIR process, in one visit all at once.  You will need to do whatever is necessary to source other resources in order to not pull staff in the middle of these projects as coming and leaving, is detrimental to the cost and process. 

      Step 2: Ticket Creation in HubSpot

      • Open a ticket in HubSpot using the Annual Safety & Failure Prevention template. 
      • " template. This ticket will serve as the first notification of the inspection process.
      • Notify the team and initiate the process for the selected homes.
      • After creating, close the ticket to mark it as completed.  This is a notification, with thorough information for owners to understand what is happening, why, costs and scope. If they choose to respond we can discuss however response is not required.

      Step 3: Scheduling Work Orders in Breezeway

      •  Schedule the following work orders in Breezeway using the appropriate templates:

        1. 2025 Annual Safety & Failure Prevention Completion (ASFP)

        2. 2025 Pool & Landscape Inspection

        3. AMENITY ASSURANCE UPDATE

        4. Fit & Finish Inspection

      • Ensure all necessary inspections and maintenance tasks are scheduled properly.

      Step 4: Engineer Coordination

      •  Once the engineer is scheduled to perform the work, ensure they are provided with the following:

        • All necessary materials for the inspection.

        • A history of open issues related to the property.

      • Ensure the engineer is fully prepared for the inspection.

      Step 5: Post-Inspection Notification

      •  After the inspection work is completed, the engineers must notify Amanda via Slack and provide a report link.

      •  Ensure that the Project Admin receives the inspection reports to track progress and the next steps.

      Step 6: Owner Notification

      • Within 2 days of all four parts of the work being completed, (do not start until all 4 are complete) Amanda will:

        1. Open 4 separate tickets (one for each inspection type) to notify the owners of the completion.

        2. Close the tickets once they have been opened and notifications sent.

      • Ensure owners are informed about the inspections and any findings or updates.


      Escalation Process

      • If an owner pushes back on any inspection:

        • In the original notification ticket, respond, Directing them to the related knowledge base article which explains process, scope, cost & faq’s, see if their question is covered in that information.

          • If yes, send them the KB link with a note that this was covered in the links in the ticket announcing the program, however here is a link.  

          • If no, and you know the answer, answer 

          • If no and you are not clear 100%, then escalate via task assignment to appropriate leadership team members with a due date, of 1 day, tell owner you will respond in 2 days.  Slack the task link from HS to the assignee. If it does not happen in one day, send the slack link again with an urgent request.  If nothing happens, escalate to the next most appropriate person. 

        • If the owner remains unsatisfied, escalate the issue to ALL: Marvin, Mike, and Jocelyn for further review.

       

      Engineer Process: Completing Inspections and Work

      All inspections must be completed in one day. No leaving and returning to finish. Engineers should ensure they are fully prepared with materials, and no store runs should be necessary on the day of inspections.

      Day of Inspections

      1. Review Open Issues
        • Check any open issues at the property.

      2. Prepare Materials
        • Gather all the materials you’ll need for the inspection and repairs.

      3. Notify the Owner
        • Text the owner via Spoke to let them know you’ll be conducting the inspection.

      4. Complete Inspections
        • Start with Failure Prevention & Safety Inspection, then Fit & Finish, and finally Pool & Landscape.
        • Ensure you added cost for labor and materials

      5. Notify Project Admin
        • Once inspections are complete, send Amanda a report link for each inspection.

      Billing Details

      Once the work is completed, add the necessary billing items based on the property’s size:

      • Safety & Failure Prevention Work
        • 1-2 Bedrooms: $215.00

        • 3-4 Bedrooms: $250.00

        • 5-6 Bedrooms: $270.00

      • Material
        • 1-2 Bedrooms, or any size condo: $85.00

        • 3-4 Bedrooms: $105.00

        • 5-6 Bedrooms: $120.00

      • Fit & Finish Inspection
        • 1-2 Bedrooms: $125.00

        • 3-4 Bedrooms: $150.00

        • 5-6 Bedrooms: $175.00

      • Pool/Spa Inspection: $95.00

      • Landscape Inspection: $95.00

      Inspection Guidelines

      1. Safety Inspection
        • Move forward with any needed repairs.

      2. Preventative Maintenance
        • Complete any necessary repairs to prevent future issues.

      3. Fit & Finish + Brand Standards
        • Document areas that need attention.

        • Take a video to explain the issue.

        • Create work orders for guest affecting issues


      4. Landscape and Pool Inspection
        • Check the landscape and pool/spa areas for safety and maintenance needs.
        • Take a video to explain the areas.



      Amenity Assurance Process: 



      Scheduling the Inspection:

      1. The Engineering Project Admin will auto-assign the Amenity Assurance inspection to Destiny on the same day as the Engineering scheduled work.

      2. Inspections can be rescheduled up to 2 days before or 1 day after the scheduled date, if the property is available.

      3. Upon arrival at the property, you must start the inspection task in real-time.

      4. The inspection must be completed in one visit. Ensure that all required items are checked, and any necessary replacements or additions are made.

      5. Once the inspection is completed, add itemized billing for any added or replaced items.

      6. Send the completed inspection report link to the Project Admin once the inspection is finished.


      INSPECTION OVERVIEW:

      1. Do a Full Inventory
        • Review all required amenities.

        • Check that items are in good condition and functional.

      2. Reorganize if Needed
        • Group similar items together (e.g., flatware, cups, plasticware).

        • Make layout logical and safe — no glass on high shelves.

      3. Label All Cabinets and Drawers
        • Start with cabinet #1 at the bottom right of the kitchen.

        • Work upward and across.

        • Label every cabinet/drawer with a number card (interior left corner, visible for staff only).

      4. Install Needed Items 
        • You are pre-approved to install/replace items up to $400. Inform owner if it goes above

        • Use only ACME standard items — no mismatches.

      5. Document the Setup
        • Take clear photos of each drawer/cabinet with the installed contents. 
        • Take photos with its individual number 
        • Upload all photos to Elements in Breezeway under the Amenity Assurance section.

      Inspection Guidelines: 

      • Do not place heavy or glass items in upper cabinets. These must be stored in safe, easily accessible lower cabinets or drawers to prevent injury.

      • Organize the kitchen in a logical and guest-friendly way. Group similar items together (e.g., flatware, baking tools, drinkware).

      • Use proximity logic (e.g., pool-safe items near the exit to the pool, knives near prep area, coffee supplies near coffee machine).

      • Some kitchens have limited space — use your best judgment to maximize usability and neatness.

      • Every item must be in good working condition. Damaged, stained, broken, or mismatched items must be replaced.

      • All items on the Amenity Assurance list are required. This is not a pick-and-choose program.

      • If an owner declines to replace required items, immediately escalate to your manager for resolution. Do not leave items missing without reporting. Still install everything

      • We do not allow 50/50 installs. One party (either the owner or ACME) must handle all procurement and installation.

      • We do not accept shipped items from owners to the warehouse.

      • Properties on the 360 Bundle Plan are entitled to $300 worth of replacements per year.
      If unsure whether the property is enrolled in the 360 Bundle, verify before billing or escalating.