Office Guidelines

OFFICE GUIDELINES

Neatness/Organization

January 2009

SUMMARY

A community’s curb appeal and the appearance of its management/leasing office collectively represent the first opportunity to make a first impression on a potential resident. The also have an impact on the impressions of the current residents. The appearance of the amenities such as a business center, fitness center, pool, and maintenance shop has a similar impact.

The management/leasing office, the maintenance shop and all community amenities must remain neat and well organized throughout the course of a business day.

PROCEDURE

1.  Offices

·  Prepare a standard for cleanliness of the entire office area. (this includes kitchens, restroom and other community amities featured in and around the office facility)

·  Check all signs, notices, etc. All posted signs will be professionally made and attractively mounted/organized. A bulletin board is suggested for posting notices. Under no circumstances should handwritten or photo-copied signs be used.

·  Keep all trash receptacles empty and clean.

·  All flat surfaces, telephones, computers, etc. should be dust-free and clean of grease and grime. Desks must be free of clutter and personal items. (family photos, notes, reminders notes, etc.)

·  Cell phones should be silenced so not to interrupt a sales presentation.

·  Carpets should be vacuumed and cleaned regularly.

·  All lighting should be operational. All light lenses and reflectors should be free of dirt, dead insects and the like.

·  Music should set at a reasonable level on a station with casual or easy listening music.

·  Air freshener should be used as needed. (keeping a can of Lysol disinfectant spray on hand is a good idea.)

2.  Desks

·  All leasing agents desks must be free to clutter and personal items. Prospective or current resident information should be in a file folder and returned to the community files when not in use in order to insure confidentiality.

·  The file drawers in the leasing agent’s desk should be set up uniformly. This allows any staff member needing to assist a customer to know immediately the whereabouts of necessary forms or documents.

Organization of desks will be left to the sole discretion of the Property Manager.

Each Leasing Desk should include:

·  Price list

·  Floor plans

·  Rental Applications/Approval Guidelines

·  Guest or Welcome Cards Phone/Walk-in Traffic

·  Thank you cards

A central filing system accessible to all Leasing/Management Staff should include:

·  Notice of Intent to Vacate

·  Weekly Residential Report

·  Renewal Worksheets

·  Market Survey

* All pending applications should be stored in a central location in the event the Leasing Professional is not available; the pending applications are readily available for review. Supplementary forms and addendums should be stored electronically and printed as needed.

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