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

      Property Offboarding Process

      How ACME completes offboarding for a property and property owner. This includes following through on all necessary remaining reservations, updating all softwares, and notifying the City of Palm Springs that we no longer manage the property.

      ▶️ Process Diagram

      📝 Process Owner: 

      Seat responsible for maintaining/updating this process moving forward:

      • Operations - Jocelyn Gutierrez

      🏁Start Event:

      This process starts when:

      • Property owner or ACME makes the decision to terminate contract.

      ✅ End Result:

      The end result of this process will be:

      • The property has been fully offboarded:
        • Removed from systems
        • ACME items picked up from the property
        • City of Palm Springs notified

      🔑 Seats Involved:

      The internal/external seats involved in this process:

      Internal:

      • Portfolio Development
      • Onboarding Specialist
      • Accounting Manager
      • Property Inspector
      • Marketing
      • Director of Engineering

      External:

      • Property Owner
      • City of Palm Springs

      📈 Process Measurables:

      How we measure the success of this process:

      1. Process Measurable Name- TBD

      Action Item: Reviewed Scorecard and Add in once confirmed

      📚 Supporting Materials:

      Materials utilized to complete this process:

        • Knowledge Base on what to pick up from property
        • City of Palm Springs Notice Form

        💻 Supporting Software:

        Software utilized to complete this process:

          • HubSpot
          • Track
          • Breezeway
          • Sage
          • Matterport
          • RueBaRue
          • Point Central

          ➡️ 1. Offboarding Decision



          Owner or Acme           - Offboarding Decision Made

          • A decision is made to part ways

          ➡️ 2. Move HubSpot Deal



          Onboarding Specialist           - Move HubSpot Deal to "Offboarding" Pipeline

          • Move Live HubSpot Deal:

            • From Pipeline: Onboarding
            • To Pipeline: Offboarding

          ➡️ 3. Deal Stage: Request to Offboard


          HubSpot Task: "Move Reservations & Block Calendar"


          Portfolio Development -Move Reservations (Track)

          • Note:
            • Require 30 day cancelation notice
            • Owner must honor 6 months of reservations
          • Open Track:
            • Review current reservations up to contract end
            • Move existing reservations after contract termination date

          Portfolio Development- Block Property Calendar (Track)

          • Block the property's calendar availability

          Portfolio Development- Update Pending Property Field (HubSpot)

          Portfolio Development- Mark HubSpot Task as Complete

          HubSpot Task: "Detail Final Departure Date and Reason for Offboarding"


          Portfolio Development- Update Final Departure Date (HubSpot)



          Portfolio Development          - Update Reason for Offboarding Field (HubSpot)


          HubSpot Automation-           Deal Moved to "Waiting on Future Guest Stays"

          ➡️ 4. Deal Stage: Waiting on Future Guest Stays

          ACME - Continue to Operate Property

          • Continue to service property until contract termination date
          • Deal is auto moved to next stage based on termination date.

          HubSpot Automation- Deal Moved to "Relationship Closing Activities"


          ➡️ 5. Deal Stage: Relationship Closing Activities


          HubSpot Task: "Run Final Statement"


          Accounting Manager  - Run Final Statement

          • Charge the Property Owner's card on file for any outstanding balances
          • Complete HubSpot task once complete or if N/A


          HubSpot Task: "Housekeeping Pickup of ACME Items"



          Onboarding Specialist            - Assigned Pickup of ACME Items HubSpot Ticket

          • HubSpot Ticket is auto created & assigned
          • Create and assign a Breezeway Task using the Offboarding Template work order.
          • Add Breezeway task link to Deal
          • Move HubSpot Ticket to "Awaiting on Engineering or Inspection Team"



          Property Inspector-           Complete Assigned Breezeway Task

          • Pick Up ACME Items from Property:
            • Housekeeping items including: linens, towels, house manuals, etc. 



          HubSpot Automation-           Deal Moved to "Systems Removal"

          ➡️ 6. Deal Stage: Systems Removal



          Accounting Manager - Remove From Sage

           

          Action Item for Michael - Record video on Sage Removal


          Engineering - Remove 360 Bundle fee from Track

           


          Portfolio Development - Mark Inactive in Track

          Action Item for Ken - Record video on Track Removal


          Director of Engineering -           Remove from Point Central

          Action Item for Director of Engineering -Record video on Point Central Removal


          Director of Engineering - Notify Breezeway: Remove Property

          • Notify Breezeway Customer Support using the app

          Action Item for Director of Engineering - Record video on Breezeway removal.


          Marketing - Remove Property from: Matterport & RueBaRue

          Action Item for Marketing - Record video on Matterport and Ruebarue Removal


          Onboarding Specialist - Notify the City of Palm Springs

          • Notify the City of Palm Springs
          • Request a City Notice of Removal for Local Contact
          • TOT is no longer under management
          • Complete the form and drop off at the city
          • Link to Form 

          Action Item for Jocelyn - Please link the City of Palm Springs Form here.


          HubSpot Automation - Deal Moved to "Fully Offboarded"

          ➡️ 7. Fully Offboarded