Module 1- Leading the Team
Connect, listen, engage, acknowledge, and resolve.
What are steps for a winning communication?
Go here when the decision to approve or decline an application is different from what Yardi suggested.
What is Resident Screening US Adjustments?
Go here to send bulk emails to your community, a building, or individual emails to specific residents?
What is RentCafe?
_________ _________between the Community Manager/Assistant Community Manager and the Service Supervisor is mandatory and necessary regarding inventory.
What is consistent communication?
When scanning checks and money orders, this color indicates the payment is NOT yet associated with any resident.
What is red?
This must be completed within two (2) days of a resident vacating to determine the condition of the apartment.
What is move-out observation/move-out inspection?
These reports are due multiple times throughout the month to track and collect money owed from all residents who have a balance.
What is a delinquency report?
When posting manual payments to a resident's account always ensure the payment is being entered for the correct amount, unit, status, and this.
What is resident?
Documentation of all verbal and/or written disciplinary actions must be submitted to Regional/Assistant Regional Managers and ZMG Human Resources Department.
What is professional discipline and correction?
These are sent through "Residential Correspondence" in Yardi?
What are renewal proposal letters and resident statements?
Always do this before sending bulk emails to the property or to specific individuals to protect confidentiality.
What is ensure the correct recipient(s)?
One of these should be kept on site as a backup at all times.
What are appliances?
These must be created and approved by your Regional Manager before any purchase and attached to all invoices except utilities.
What are purchase orders (POs)?
Move-out observation/move-out inspection must be completed through this.
Yardi Inspections App. (On the iPad or personal phone/devide is acceptable provided the app is installed, but company iPad is preferred).
This report must be viewed approaching the end of every month to ensure the following month has the correct charges; and is sent through the Dubai team.
What is a variance report/monthly posting?
Not completing service requests in the order they were recieved (except in emergency situations) violates these.
What are Fair Housing laws.
This helps employees see their company values them and their contributions to the success of their team and the company overall.
What is recognition?
Stacy and Jonathan both request a promise to pay or payment arrangement because they are experiencing financial difficulties. You allow Emily, but not Michael.
What is discrimination based on gender?
Residents have the opportunity to complete several action items and/or engage in different activities to earn points and exchange for rewards in the form of Reward Cards/electronic gift cards.
What is Community Rewards?
The use of these must be communicated between Community Manager/Assistant Community Manager and Service Supervisor and approved for use by the Regional/Assistant Regional Manager PRIOR to scheduling any work.
What are vendor and contractors?
Go here to locate an invoice in PM Review.
What is the invoice register dashboard/workflow step?
This must be emailed to the property accountant the same day the inspection and deposit accounting have been completed.
What is Move-out statement?
This must be submitted to Regional Manager and Payroll at the begining of each month.
What is commission spreadsheet/report?
You can manage how you utilize this by self-analysis, proper planning, evaluation, and self-control. Doing this will allow you to be more productive, feel less stressed, and get more done throughout the day.
What is time management/time prioritization?
This can relieve workload while building confidence, experience, professional development, and trust in your team members. To do this, you must learn to recognize each employees’ strengths and weaknesses.
What is delegation?
These are sent on the sixth (6th) day of each month.
What are late notices?
This is done by the office team after the completion of every service request.
What is follow-up?
Service Supervisors and CM/ACM are required to do this to ensure uniformity, necessary building repairs, patios/balconies for prohibited items such as grills, loose siding, trip hazards, upkeep of grounds, etc.
What are inspections?
For every invoice and purchase order, the ________ should always be General/Maintenance except for American Express, which will be Special Review.
What is expense type?
These must be applied through the move-out observation unless otherwise approved by the Regional Manager.
What are move-out charges?
In the event of an emergency, potential emergency situation, and/or injury occuring onsite beit resident, guest, or employee; this must be completed.
What is an incident report?
Utilizing this common structure provides a consistent go-to system for your team, builds trust, and minimizes error in communication of information.
What is chain-of-command?
Employees are expected to arrive five minutes ahead of their shift to prepare for the day.
What is ZMG Standard time?
Residents have different options to choose from with different rates, pending what suits their need/preference.
What are lease term options?
This is provided at least forty-eight (48) hours prior to entering a resident's home to conduct a routine maintenance service or inspection.
What is 'notice of intent to enter?
Service teams must leave these upon completion of all service requests- no exceptions.
What are door hangers?
Create these when the original PO has been entered for a different amount than the actual invoice.
What is a child PO?
Past residents can sign this if there is balance due upon move-out pending a reasonable agreement has been met.
What is a Payment Arrangement Agreement?
Cross-check this with information on the community's website to ensure uniformity and consistency.
What is Availability Report?
A ZMG used online reputation management company to enhance resident satisfaction by inviting residents and prospects to complete surveys and write reviews.
What is J Turner?