Walkthroughs
1 PSM walkthrough per manager and 1 either walkthrough or owner arrival for assistants
What is the expectation per quarter?
The only inbox we should be emailing from if we are speaking about a home
What is the Team email address?
ISR Delivery Template
What to use if you want inspections to deliver something.
-Link of the original task
-You are NOT tagged in the original task to monitor (that's what the link is for to check it)
-once drafted and/or submitted you move it ahead a week to revisit it
-screen shot the approval
-@manager how do I proceed (or ask them in person)
What is the process of a safely template?
Starting 3 days prior, moving your overdues to somewhere in the next 2 weeks, and then looking at 2 weeks ahead using the comment section so communication isn't lost in the expectation of completing the task as well as making sure no one is overloaded or not busy.
What is the user planning process completed together day by day.
Expectation of writing a walkthrough email
What is once per quarter.
Within 72 hours of completing the walk through.
State when to use teams and when to write in breezeway comment-
Teams- link included when urgent or need to notify guest same day
Breezeway- when notification is more than 24 hours in advance or not urgent.
Name at least 3 differing items on the new RMA eric spoke about
$500 limit
blocking home for marketing 4 days with no pay to owner
Liability insurance
Owner referral program
Reservation cancellation
Where we order items on amazon
What is the business account?
Task Tag PSM walkthrough manually because it isn't automatic
What is the process the assistants have to do if they do an owner arrival. While going through the user planning.
Making landscaping suggestions, checking mattress and furniture wornness, informing owners of house standards, making the decision on closet clutter or asking the owner about what we can throw away and what can go in a bin, looking at exterior paint and siding, safety hazards vs ensuring the home is guest ready.
What is the difference between an inspection vs a PSM walkthrough
- if it happens once, overlook it or do what needs to be done to get the task completed. We are humans.
-If it happens again in a close time frame, reach out to the dept manager for process clarification and share it has happened more than once.
-If it continues, or you/the owner are extremely frustrated come see leadership
What is the escalation process when operational procedures aren't followed
Agenda: owner portal intro, confirm owner code, operations overview, financials and reporting, marketing, revenue and guest experience overview, review onboarding specialist checklist, summarize meeting notes in hubspot.
What is the new owner call agenda and process
True or False: I can buy an items without a task and before it's approved
False. But if it's a dirty couch we DO NOT WAIT for teh safely. We write the owner an email with the photos and say we will attempt to get this covered but it has to get completed.
Preserving the last few minutes to look at the tape chart for openings and pricing, look at the score card, look at 1 or 2 homes in key data benchmarking.
What is building in time to review revenue and identify good new to share with owner
Where we track walk throughs and emails sent and where you should look to schedule walk throughs every 2 weeks during your pods
What is the excel sheet names PSM contacts
If they owe more than $2500 on their owner statement
When to email the owner and request they pay to bring their balance down?
VSR – [Item Needing Service] – (Quote 1, Quote 2, Quote 3 If Applicable)
Include a clear description with:
o Issue summary
o Photos or videos
o Any urgency details
The process if we or the owner are requesting additional quotes- this is on our team to create
-Guest reports an injury
-Guest services makes a task
-Team makes the claim while working with GS for the information
What is the injury report process?
What is Hopper (capital one), Saavy, Flip to, Marriot Homes and Villas (Marriot points, BeachGuide.com
New things we've added to boost reservations and booking traction/marketing engagment.
Mandatory before most owners arrivals with only a few exceptions which whoever pulls the booking summary schedules when an owner booking comes through.
What is the PSM Walkthrough OWNER SOON
Following up via email after a call or meeting and updating the owner within a week even if all items aren't completed
How to document owner requests.
(Owners have really appreciated this approach and this should be standard practice moving forward.)
Task comes in (VSR), PSM contacts owner, documents "email owner" or "sent via text", the push task a few days putting it on a team member to be responsible to follow up on.
What is the process of VSRs and staying on top of overdue tasks.
Drafted - Submitted- Approved/Denied
What is the ONLY verbiage we use in the title? If you submit an appeal or supplemental claim information goes in the comments
Call owner to discuss and obtain realtor information, deep clean, inventory, and maintenance task approval. Explain retainer that will be placed on their account also.
What is Home for Sale process?