Onboarding & Property Management
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      1. Best Practices & Standard Operating Procedures
      2. Company Processes
      3. Onboarding & Property Management

      Partner Onboarding Process

      How ACME signs on a new Partner, inspects the property, gets it set up properly in all systems and obtains permits. Everything that must be done before a property can go live.

      Note: Much of this process is Driven through the Hubspot Pipeline. The illustration below takes into account the auto assigned tasks via Hubspot, but are compartmentalized based on an overall logistical flow versus the necessity to trigger actions based on a stage of the pipeline.

      📝 Process Owner: 

      Seat responsible for maintaining/updating this process moving forward:

      • Operations - Jocelyn Gutierrez

      ▶️ Process Diagram

       

      🏁 Start Event:

      This process starts when:
      • Director of Portfolio Development signs a new property.

      ✅ End Result:

      The end result of this process will be:
      • Property is live and ready to book
      • Permits have been transferred
      • Owner is fully informed and comfortable with the partnership

      🔑 Seats Involved:

      The key internal/external seats involved in this process:

      Internal:

      • Director of Portfolio Development
      • Onboarding Specialist
      • Marketing
      • Operations
      • Inspector
      • Engineer

      External:

      • City (for permit)
      • Property Owner

       📈 Process Measurables:

      How we measure the success of this process:
      • # of Onboarding Properties
      • # of Off-Boarding Properties 
      • # of Properties going Live this Week

      📚 Supporting Materials:

      Materials utilized to complete this process:
      • Owner Onboarding Package - Stored in HubSpot Knowledge Base and contains all docs to be signed
      • Intro Call Knowledge Base

      Jocelyn is creating the Intro Call Knowledge base and will link when complete

      💻 Supporting Software:

      Software utilized to complete this process:
      • HubSpot - Creating HubSpot Deal for new property
      • PandaDoc - Signing forms
      • Breezeway - Completing "tasks" - inspections, property visits, etc..

      ➡️ 1. Sign On & Info Gathering



      Dir. Portfolio Development - Create Deal on Onboarding Pipeline in HubSpot

      • The deal is auto created on the Onboarding pipeline in "Intro & Info Gathering"  from Portfolio Development pipeline once it hits closed won
        • Ken will select Fast Track or Standard
        • He will manually Attach Signed Contract to Deal 

      At this time, Hubspot will begin to auto create certain tasks based on the programmed automations. The onboarding specialist will manually assign to owners based on the task.


      HubSpot Automation       - Request Insurance and ID from New Partner

      • Automated email from Hubspot goes out requesting they upload their insurance information and Government ID
      • Here's a link to a Sample Form
      • Once complete, Onboarding specialist will be assigned task in Hubspot to update insurance date on Deal.

      Onboarding Specialist - Create Property Folder on Google Drive

      • Open Folder: "Active Rental"
      • Copy an existing Property Folder
      • Rename copied folder

      Onboarding Specialist - Send "Schedule Owner Handoff Call" Email via Hubspot

      • Send Email from HubSpot and utilize Hubspot email template
      • Schedule onboarding call
        • The intro email contains steps for scheduling
        • Ensure the onboarding cell gets scheduled

      Onboarding Specialist - Hold  Onboarding Call Phone Call

      • Discuss: Forms requiring signatures, Inspections being conducted, Expectations of owner, Expectations of Acme
      • Walkthrough the Onboarding Process: Permitting, Inspections, Marketing, Housekeeping, Engineering, Going Live
        • Goal of call: Obtain Target Date

      Onboarding Specialist - Send forms For Signature Via Panda Doc

      • The template lives in PandaDoc and contains the following forms:
        • Financial forms
        • Permit Transfer form (If the property already has active permit)
        • New Permit application form (if property needs a new permit)
        • Property profile form
        • Friends and family form
        • Ownership form
        • Amenity Assurance Overview


      Onboarding Specialist       - Add Target Go Live date to Hubspot

      • In Hubspot Deal pipeline, add the Target Go Live date as "Close Date" on deal.
         

      Onboarding Specialist - Send Amenity Assurance Overview via HubSpot Email

      • Utilize the Amenity Assurance Template
      • The Owner will either:
        • Complete Amenity Assurance on their own
        • Have Acme complete Amenity Assurance on their behalf

      Hubspot Automation - Auto Upload Signed Owner Forms 

      • Once owner signs through PandaDoc the signed Forms auto upload to HubSpot Deal.

      Onboarding Specialist - Get Keys from Owner

      • Coordinate with the owner to obtain the property keys

      Accounting - Setup Unit in Track

      • Create new owner unit in Track
      • Enter owner tax information
      • Add Credit card and ACH info in track
      • Add Maintenance Plan recurring work orders in Track

      Accounting - Setup Unit in Sage

      • Create new unit in Sage
      • Enter owner tax information and direct deposit information
      • Enter Owner Information in Sage
        • Tax info
        • Direct Deposit
        • Maintenance Plan subscription
        • Permit Renewal
        • Other monthly or annual fees

       

      ➡️ 2. Hold for Construction (if Applicable)

      Director of Portfolio Development - Follow up on Construction Progress
      • The deal will sit here until construction is completed

       

          ➡️ 3. City Permitting & Inspection



          Onboarding Specialist - Request Transfer/Permit Check via Email

          Send Email to ACME Accounting Dept:

          To: accounting@acmehouseco.com

          Subject: Check Request - Transfer/Application Fee

          Body: Property Address & Reason for Check (Transfer or Application Fee)



          Onboarding Specialist           - Gather & Print Application Documentation

          • Insurance paperwork
          • Friends and family form
          • Ownership form
          • Permit fee check (from accounting)
          • Permit Application/Transfer Form
          • Pool Compliance Inspection - Gather the most recent (this is required every 5 years)
           


          Onboarding Specialist - Send Permit Transfer/App. to City Method Varies

          • Items to Include:
            • Signed Permit Transfer/Application Form
            • Permit Fee Check
          • How to Send/Process
            • Palm Springs (In person)
            • La Quinta (Electronic)
            • Rancho Mirage (Electronic)
            • Cathedral City (No Permit)

          IF Fast Track ⚡️ - Immediately begin Inspections and Marketing (Steps 4-8) simultaneously. The goal of fast track onboarding is to be live within 30 days. 

          🔀 IF Transfer Application - There is no City Inspection. Skip to Step "File Property Permit"

          🔀 IF New Permit Application - Continue the steps below

           

          City - Contact Acme team to Schedule City Safety Inspection

          • City provides addresses & dates
          • City will reach out within 30 days after paperwork drop off
          • Typically schedule City Inspection 2 weeks form the date they reach out - on a Wednesday

           

          Onboarding Specialist - Create City inspection Access task in Breezeway

          • Assign: Engineering/Staging
          • Title: City Inspection Access
          • Due Date: City Inspection Date/Time

          Once assigned, the assignee will follow the "Task Process" to completion

          🎥 How to Create Breezeway tasks

           

          Onboarding Specialist - Create Pre City Safety Inspection task in Breezeway (Standard Only)
          (See how to create Breezeway tasks video above)

          • Assign: Engineering/Staging
          • Title: Pre City Inspection Access
          • Due Date: Engineering will schedule 7 days before the City Inspection Date

          Once assigned, the assignee will follow the "Task Process" to completion

          Engineering - Complete Acme Pre City Safety Inspection Task in Breezeway (Standard Only)

          • Acme completes the property inspection before the safety inspections
          • This is an added measure to ensure we do well on the official City Inspection


          City           - Complete City Inspection

          • This is on the calendar
          • Acme staff meets the city inspector at the property to let them in via the "access" ticket created earlier


          City - Issue Property Permit via email

          • Issued 2 weeks to 90 days after inspection
          • The city will send the permit to the Team Onboarding email address


          Onboarding Specialist - File Property Permit (Google Drive + Hubspot)

          • File property permit in the Acme Shared Drive:
            • Acme Rental Folder > Property's Folder
          • Attach Permit to the Deal in Hubspot and update Permit Date

           

          ➡️ 4. Amenities Assurance (Safety & Quality)


          This is the process of reviewing the property and ensuring it is fully stocked. 

          There are two ways to go about this. Either the owner can complete on their own, or Acme completed on behalf of the owner. 

          Option 1 - Owner completes Amenities Assurance Checklist - Follow this process

          Option 2 - Acme completes Amenities Assurance Checklist on behalf of the owner. - Follow this process

          IF OWNER COMPLETES AMENITIES ASSURANCE


          Owner           - Complete Amenity Assurance Checklist 

          • Owner completes the work on their own.
          • This means they are going out to purchase the supplies and stock the house.


          Owner - Notify Onboarding Specialist at Acme of completion via email

           

          Onboarding Specialist - Schedule Amenity Assurance Inspection in Breezeway

          How to schedule Tasks in Breezeway
          • Assign: Inspector
          • Title: City Amenity Assurance Inspection
          • Due Date: ASAP

            Once assigned, the assignee will follow the "Task Process" to completion


          Inspector - Complete Amenity Assurance Inspection

          • Complete Inspection following the Breezeway Checklist
          • For missing items:
            • Add to Task in Breezeway,
            • Complete the work and bill
            • Label and take photos of cabinets
            • Upload into Breezeway "Elements"


          Inspector - Notify Onboarding of Insp. Completion via Slack Channel

          • Send Slack Message to Channel: #onboarding-pa with the following info
            • Inspection is complete
            • Address
            • Task Link



          Onboarding Specialist           - Send Owner Report Link via HubSpot Email

          • Utilize Template: Owner Report Email
            • Be sure to Include the report link from Breezeway

           

          IF ACME COMPLETES AMENITIES ASSURANCE


          Onboarding Specialist           - Schedule Amenity Assurance Installation in Breezeway
          How to schedule Tasks in Breezeway

          • Create: Task
          • Assign: Inspector
          • Schedule: ASAP

          Once assigned, the assignee will follow the "Task Process" to completion

           

          Inspector - Gather Amenity Assurance Inventory from Warehouse

          • The inspector will stop at the Acme warehouse to pick up all necessary inventory to stock the home, prior to going there for the installation.

          Action Item: Jocelyn is recording a loom video showing how to do this

           

          Inspector - Complete Amenity Assurance Installation

          • Complete the checklist template within Breezeway
          • Label and take photos of cabinets
          • Upload Photos to Breezeway "Elements"


          Inspector           - Notify Onboarding of Inspection Completion via Slack Channel
          • Send Slack Message to Channel: #onboarding-pa with the following info
            • "Inspection is complete"
            • Address
            • Task Link


          Onboarding Specialist           - Send Owner Report Link HubSpot Email
          • Utilize Template in Hubspot: Owner Report Email
          • Include report link


          ➡️ 5. Guest Experience Safety Inspection (GESI)

          Maintenance Handles


          Onboarding Specialist - Schedule GESI Inspection in Breezeway

          How to schedule Tasks in Breezeway

          • Create: Task
          • Assign: Maintenance
          • Schedule: Maintenance will schedule ASAP

          Once assigned, the assignee will follow the "Task Process" to completion




          Maintenance - Complete GESI Inspection in Breezeway

          • Follow checklist in task
          • Take videos of major issues

           

          Maintenance - Notify Onboarding of Inspection Completion via Slack

          • Channel: #onboarding-pa
            • Include Address and Task Link


          Onboarding Specialist - Review GESI Report and Create Game plan

          • Review the GESI report from the inspector and create a task in Hubspot with Game plan.



          Onboarding Specialist           - Schedule Call with Owner to Review Report via HubSpot Email

          • Use template to schedule the call
          • Share Task Link with Report



          Onboarding Specialist           - Hold GESI Review Call with Owner

          • On Call Agenda:
            • Review Report
            • Decide who will complete work
            • Make note of owner tasks and Acme tasks within the Hubspot Deal notes
            • Establish go live date
            • Review Compatibility with Point Central
          • After Call Action Items
            • Update HubSpot: Add Go live date to Onboarding Pipeline
            • Check in with marketing: Check in with marketing to on timeline to begin scheduling marketing

           

          At this point in the process, the owner will complete work on Major Issues and Acme will complete work on minor issues simultaneously

           

          Owner - Complete Major Work in Report & Notify Onboarding

          • Major issues are: Pool, electrical, plumbing, design work, etc..
          • Complete all work before go live date
          • Notify ACME Onboarding Specialist once complete



          Onboarding Specialist           - Create Work orders in Breezeway for Minor Issues

          How to schedule Tasks in Breezeway

          • Create: Task
          • Assign: Maintenance
          • Schedule: Maintenance will schedule ASAP

          Once assigned, the assignee will follow the "Task Process" to completion


           

          Once all work is completed, continue to the following steps


          Onboarding Specialist           - Schedule  Pre-Live Inspection Task in Breezeway

          How to schedule Tasks in Breezeway

          • Create: Task
          • Assign: Maintenance
          • Schedule: Maintenance will schedule ASAP

          Once assigned, the assignee will follow the "Task Process" to completion


          For Pre Live Inspection Steps, click here


          ➡️ 6. Install Point Central

           

          Maintenance - Complete the assigned Point Central Install in Breezeway

          Maintenance - Notify Onboarding Specialist of completed Point Central Install via Slack


          Onboarding Specialist           - Create and Share Codes with Owner

          • Create code in Point Central
          • Register owner + others authorized as user in Point Central
          • Share code with owner via the point Central Website



          ➡️ 7. Deep Clean

           

          Onboarding Specialist - Create Deep Clean Task in Breezeway

          How to schedule Tasks in Breezeway

          • Create: Task (1st Clean - Deep Clean)
          • Assign: Unassigned, Notify Housekeeping manager will
          • Schedule: Desired completion date

          Once assigned, the assignee will follow the "Task Process" to completion

           

          Housekeeping Manager - Assign Deep Clean Task in Breezeway

          • Assign to designated housekeeping vendor per Housekeeping Manager



          Housekeeper           - Complete Deep Clean

          • Complete assigned task in Breezeway



           

          ➡️ 8. Property Marketing

          Marketing - Schedule Marketing

          Marketing can be scheduled at the Onboarding Specialists discretion based on the work to be completed at the property.

           

          This can be done higher up in the process as needed. Typically done after a deep clean - in a fast track, can be done before deep clean.

          • They typically shoot to have  marketing done immediately after deep clean within 2-3 days.
            • Photography
            • Matterport Video
            • Property Description



          Marketing - Coordinate with Property Owner on Property Name

          • Reach out to marketing for ideas prior if owner does not have any names picked out



          Marketing - Upload Photos, Video and Description to Listing in Track

          • Uploaded as marketing content comes back



          Marketing - Finalize Guest Materials

          • Finalize, audit and publish the House Manual and Arrival instructions
          • Print QR Code
          • Drop off at 3500 Tachevah office
            • Materials will be installed at home during pre live inspection or first guest arrival inspection



          Marketing - Drop off Introduction Letter to Neighbors

          • Marketing will go and drop off letters to neighbors

           


          ➡️ 9. Rate Call

           

          Onboarding Specialist - Schedule Rate Call with Owner

          • Review Ken's schedule for availability
          • Coordinate directly with owner.
          • Let them know it's a 30 min video call.
          • Put on calendar



          Portfolio Development - Hold Rate call with Owner

          • Talking Points:
            • Finalize Rates
            • Determine Property Dates Available
            • Confirm owner blocked off dates in Track
            • Using Owners Portal
            • Confirm Pet Friendly
            • Upload Cleaning Fees

           

          ➡️ 10. Pre Live Inspection

           

          Onboarding Specialist - Schedule Pre-Live Inspection in Breezeway

          How to schedule Tasks in Breezeway

          • Create: Task 
          • Assign: Maintenance
          • Schedule: Maintenance will schedule ASAP

          Once assigned, the assignee will follow the "Task Process" to completion


           

          Maintenance - Complete Pre-Live Inspection

          • Maintenance completes Pre Live inspection and any other work orders assigned for minor issues found during the GESI
          • Follow checklist in Breezeway:
            • Confirm GESI Repairs
            • Confirm GESI Repairs are complete
            • Post noise ordinance
            • Install frame with certificate and good neighbor brochures
            • Install house manual QR code
            • Test arrival instructions
          • IF there is incomplete work:
            • Add note to Breezeway Task
            • Complete Work
            • Bill

          ➡️ 11. Go Live

           

          Marketing - Make  Property Live  in Track

          • Confirm:
            • City ID is posted in Track Description
            • Property setup is complete
            • Update call center with new addition
          • Set to Live in Track

            Owner notification 

          •  

            Email Template:

            • Use the "property is live notification" email template to notify the owner that their property is now live.
            • Include the listing ad links for their property on relevant platforms (e.g., ACME's website, Airbnb, VRBO, etc.).

          • Property Description Review:

            • Share a Google Doc link of the property description

          ➡️ 12. Intro Call

          Jocelyn will link the Knowledge base for the Intro Call once it is built out

           

          Onboarding Specialist - Schedule Intro Call

          • Review Property Agent Manager schedule for availability
          • Coordinate directly with owner
          • Let them know it's a 45 min video call.
          • Put on calendar

           

          Property Agent Manager - Hold Intro Call

          • Talking Points:
            • Property Agents
            • Housekeeping
            • Property inspectors
            • Maintenance/Engineering
            • Yearly Inspections
            • Owner Statements

          ➡️ 13. Acme Employee Test Stay

           

          Jocelyn - Select Employee for Stay & Notify Reservations

          • Select a high performing employee and Date of stay
          • Notify employee
          • Notify Reservation Agent via Slack



          Reservation Agent - Start Reservation Process (at the Book Property Step)