Operations SOP's
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      1. Best Practices & Standard Operating Procedures
      2. Operations SOP's

      Verifying Brand Standards

      Objective:

      To ensure consistent brand standards, amenity assurance, cleaning quality, and property maintenance by scheduling five key touchpoints throughout the year. This process will include inspections, evaluations, and sanity checks to maintain a high level of guest and owner satisfaction.

      1. Owner Arrival Inspection (2-3 visits per year)

        • Purpose: Ensure the property meets ACME’s brand standards and to ensure quality before an owner arrives.

        • Scope: Amenity assurance, cleanliness, damage, and fit & finish.

        • Assigned To: Tier 3 Property Agent.

        • Breezeway Template: https://app.breezeway.io/tasks/inspection/templates/243899

        • Checklist:

          • Verify the presence and condition of all amenities.

          • Conduct a cleaning quality check.

          • Inspect for cosmetic issues (guest damage, wear & tear, minor repairs).

          • Text the owner report links while you are there

      2.  Annual Preventative Maintenance and Safety Inspection 

      • Purpose: Comprehensive evaluation of the property to address long-term maintenance and amenity assurance.

      • Scope: Detailed inspection of all major systems, appliances, amenities, fit and finish.

      • Assigned To: Engineering

      • Breezeway Template: https://app.breezeway.io/tasks/maintenance/templates/310844

      • Checklist:

        • Summer ready: Inspect HVAC, plumbing, and electrical systems.

        • Verify the condition of the property overall 

        • Address any safety issues 
        • Perform preventative maintenance 
        • Prepare to send the report to owner 

      3.   Guest/Owner Concerns (1-2 visits per year as needed)

        • Purpose: Address specific concerns raised by guests or owners during or after a stay.

        • Scope: Targeted inspection based on reported issues.

        • Assigned To: Property Agent or Maintenance Team.

        • Checklist:

          • Triggered by guest complaints, owner concerns, or housekeeping reports.

          • Focuses on specific reported issues but also includes a general check for overall compliance.

          • Ensure resolution aligns with ACME’s brand standards.

          • Record any issues in Breezeway as work orders.
          • Coordinate with the appropriate vendors or departments for resolution
        • Re-inspect after work orders are completed to ensure issues are resolved.

      Reporting & Accountability:

      • All inspections will be logged in Breezeway with photos and notes.

      • Any deficiencies found must be documented and assigned to the appropriate vendor or internal team for resolution.

      • Urgent issues (safety concerns, major maintenance failures, guest affecting issues) must be addressed within 24 hours.

      • Non-urgent deficiencies should be resolved within 7 days, with follow-up to confirm completion.