Century 21 Bundesen PM

Process Manual
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REVISION HISTORY
Version Description Prepared by Date Approved by Date
1.0 Initial Manual Created KC Anne Isturis 3/7/2022
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TABLE OF CONTENTS
TABLE OF CONTENTS ................................................................................................................................................3
REPLYING TO EMAILS ............................................................................................................................................... 7
ANSWERING CALLS FROM THE MAINLINE ............................................................................................................... 12
LISTING NEW PROPERTY ..........................................................................................................................................14
CREATING THE MOVE-OUT PACKET ....................................................................................................................... 42
POSTING AN OPEN HOUSE ..................................................................................................................................... 47
MARKING PROPERTY AS APPLICATIONS PENDING .................................................................................................48
PROCESSING TENANT MOVE-IN/REMOVAL OF PROPERTY .................................................................................... 49
PROCESSING MOVE-IN INSPECTION .......................................................................................................................50
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Contact Information and Passwords

Phone extensions of property managers and office staff:

Property Managers

 178 - Thomas Gehring

 189 - Sandy Curtis

 174 - Giselle Tessier

 186 - Mia Powell

 176 - Martha Cooper

Office staff

 101 - Greg Drake (office manager; call in cases of technical issues)

 173 - Lisa Granger (handles Applications and receiving/posting checks)

 175 - Tara Weeks (bookkeeper; handles questions about AppFolio and anything that has
to do with billing and payments to vendors)

 165 - Frances Harvey (handles anything relating to work orders)

 102 - Teressa (Sales Office; transfer callers who are looking to buy properties)

 172 - Gracie Cornwell (front desk)

Email addresses of property managers and office staff:

Property Manager’s emails

 [email protected] - Thomas Gehring

 [email protected] - Sandy Curtis

 [email protected] - Giselle Tessier

 [email protected] - Mia Powell

 [email protected] - Martha Cooper

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Office staff:

 [email protected] - Greg Drake

 [email protected] - Lisa Granger

 [email protected] - Tara Weeks

 [email protected] - Frances Harvey

 [email protected] - forward all invoices and work order emails to this email;
managed by Frances

 [email protected] - Gracie Cornwell

Passwords:

GENERAL ACCOUNTS

Bundesen Microsoft 365

User: [email protected]

Pass: C21Bg$522!

ADVERTISING ACCOUNTS

 Zillow - www.Zillow.com

Username: [email protected]

Password: Rentals!4242

 Craigslist - http://sfbay.craigslist.org/

Login to acct: [email protected]

Password: Rentals!4242

 RemotePC

Email: [email protected]

Password: Bundo!6162
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Desktop

User: Support

Password: C21Bg$522!

VOICEMAILS

Dial 4000, voice prompt press *, then enter 170 (mainline), enter password 6162

Dial 4000, voice prompt press *, then enter 177 (mainline), voice prompt press *, enter
password 4210, click P to play first message.

Important reminders:

 Start your day by answering emails in the rental's mailbox

 After, check your support inbox in case you have pending or new tasks

 Prioritize listings or urgent documents like move-out packets that need to be sent out

 If you are unsure of anything, email the property manager who sent the task and counter
check.
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Replying to Emails
Process:
1. Open outlook and click the rental’s inbox.

2. Click on the search bar and type a property address that is currently listed. Make sure that you clicked
Current Folder.

3. From the top, click on an email and press Reply to. This will open a new window.
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4. Click the call button on the new window that popped up.
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5. Copy the name and phone number.

6. Go back to outlook and reply to the email. Paste the details in the subject line and CC the
property manager.
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7. Use appropriate signature.

 If the property has an open house:
o For tour requests, use the signature OH – Property Address. (No need to CC
Property Manager).
o For application requests, use the signature AR_OH Property Address.
 If the property does not have an open house,
o For tour requests, use the signature with the name of the property manager.
o For application requests and inquiries, use the Application Request signature.
o For other general inquiries, click the Answering Questions signature.
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8. Click send.

9. For voicemail messages sent in email, take note of the following before forwarding to the
property manager.
 Name
 Phone number
 Property Address

10. After answering all emails with the same property address, categorize them in appropriate
folders.
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 Zillow – for emails from Zillow

 CL – for emails from Craigslist
 C21 – for emails from Century 21 website
 Calls – for voice mail emails

Answering Calls from the Mainline

Process:

1. Upon picking it up, say:

“Thank you for calling Century 21 Bundesen Property management. How may I help you?”

2. If they are inquiring general questions, use the newest rental spread sheet to answer.
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3. If their questions cannot be answered by the newest rental spread sheet or if they want to
schedule a viewing, transfer them to the property manager.
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4. If they are calling for other inquiries, transfer them to the appropriate office team member.
 Frances – for maintenance, work orders, and vendor calls
 Tara – for billing and AppFolio
 Lisa – for applications, checks, and rental payments

Listing New Property

Process:

1. Open the postlet received in email.

2. Right click on Microsoft Word, and select the Updated Listing Verbiage.

3. Supply the details found in the postlet to the updated listing verbiage.
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4. On the edited version of the listing template Updated, click Save As. Select the folder
found in and save file name as property address.
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5. Click Save.

6. Next, open the listing checklist in Microsoft Excel and add the property address and
details required:
 Name of property
 Property manager

NOTE: Update the spread sheet to check the progress of the listing. You can use this
spread sheet to guide you along the listing process.
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7. In Microsoft Excel, open the newest rental spread sheet, and input the information in
corresponding cells.

8. Next, open the marketing rentals spread sheet and input the information in
corresponding cells.
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9. For properties that require a sign, go back to the listing checklist in Microsoft Excel and
click the hyperlinked text. If it does not require a sign, proceed to STEP 19.

10. New window will open in Foxit PhantomPDF. Edit the information.
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11. To know the cross street, go to Google and type in the complete property address.

12. Once all information has been inputted, click the print button.
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13. From the drop-down menu, select Phantom PDF Print and click OK.

14. Save in the Sign Installation folder with the property address as the file name.
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15. Go to back to Phantom PDF, click the email button.

16. Once email pop-up appears, input the following details:

 To: [email protected]
 Subject: Sign Installation Request for - (property address)
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17. Next, insert the signature named Sign Request or Removal.

18. Once the signature is applied, edit it to reflect the message below and click Send.
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19. After sending, open Sign Log spread sheet in Microsoft Excel and update the details.
Save once done.

20. Next, locate the property advertisement photos from the R:Drive. Property managers
will give you instructions. If not, they are usually located in the R:Drive > Property
Manager folder > Management or Placement > Property Folder > Photos
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21. Once in the folder, the photos to be used are usually the latest upload and labeled as Ad
photos or Photos for web. Click the folder.

22. Once in the folder, create a new folder and name as “Watermarked”.
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23. Next, open the watermark image application that is pinned on your taskbar.

24. Once the application has launched, click files to watermark.

25. Click click list/remove all.

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26. Select new photos by clicking file.

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27. Repeat the earlier process of locating the photos in the property folder. Highlight the
photos that are to be watermarked and click open. Note: Do not include the folder you
created named
watermarked.

28. Click next.

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29. Click next again.

30. Click select and then click the watermark folder that you made previously. Then, click
OK.
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31. Click start.

32. After watermarking photos, open Google Chrome and open the first three bookmarked
tabs.This will open up AppFolio, Craigslist, and Zillow.
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33. First, let’s go to AppFolio. Type in the property address and select the correct one.

34. Scroll down to Property Information and click ed

35. Refer to the listing template that you created and input the following details:
 No. of bedrooms
 No. of bathrooms
 Square Footage (if information is available)
 Market Rent
 Application Fee of $40
 Security Deposit
 NSF Fee of $25
 Utilities included in lease
 Appliances included in lease
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36. Once done, click save.

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37. Scroll down to Amenities and click Edit.

38. Input information from the listing template. You will select key elements from the
property description and type them in Amenities.

Note that if it is Pets Negotiable, you leave the Cats and Dogs part alone and type Pets
Negotiable in the Amenities section.

39. Once done, click Save.

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40. Scroll down, locate Marketing Information, and click Edit.

41. Edit the information that are marked below and use the listing template as guide. Once
done, click Save.

Note:
- In Available On, use the current date.
- In Marketing Title, type in the property address except the state and zip code.
- For the Marketing Description, copy and paste from the part below Rent/Lease located
in the listing template document.
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43. Scroll down and locate the photos section. Click upload and use the newly watermarked
photos from the property folder.
42.

44. Make sure to select the first photo as the default photo . Drag and re-order photos
based on how they were labeled.

45. Click post to website.

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46. Next, we go to Craigslist.

47. In the homepage, click Go.

48. Select North Bay Marin.

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49. Select the county in which the property is locate at.

50. Select Housing offered

51. Select For Rent

52. Click Ok.

53. Type in the street address and the zip code in the area indicated.
54. Copy the property description from the listing template in Microsoft Word and paste it
in the section beneath the property address.
55. Input the following details based off of the listing verbiage and postlet:
 Rent
 Sq ft (if available)
 # of rooms
 # of bathrooms
 Laundry
 Parking
 Lease
 Date available (use current date or the date provided by the manager)
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56. Scroll down and click continue.

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57. Click on the upload photos section, and highlight the photos from top to bottom.
58. After uploading, click Use Photos.
59. Re-check if all details are correct and then click publish.
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60. Next, we move on to Zillow.

61. At the Zillow webpage, click Add New Property

62. Type in the property address. If there is a similar address suggestion, click on that.
63. Select the type of housing.
64. Click OK.
65. Once a pop-up appears, click confirm.
66. Input the details in the succeeding windows and use the listing template as guide.
67. Once you reach the Amenities section, type in the amenities that you feel are
noteworthy from the postlet.
68. Next, upload the photos. Check if they are in correct order, if not, you can reorder them.
69. After that, click to see the contact details. Make sure they are as follows:
 Name: Century 21 Bundesen PM
 Managed by: Property Management Company
 Phone number: (707) 762-7777
 Email: [email protected]

70. Next, check the Zillow Applications portion, make sure to select No.
71. Re-check all details and click publish.
72. Select the publish without premium.
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73. Next, go to outlook. In the rentals inbox under Current Listings, create a new folder and
name if as the property address. Then, create sub-folders:
 Call
 C21
 Craigslist
 Zillow

74. After this, open the file manager and go to the RDrive and locate the Flyers Manager.
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75. Select the flyer template of the property manager that you are creating it for.
76. Change the following details:
 Property Address
 Price
 Security Deposit
 Appliances:
 Pets
 Utilities
 Lease Term
 Availability
77. Right click on the first image, and select Change Picture.
78. For this, use the photos that are not watermarked. Use the first picture or the one with
the view of the front of the property.
79. Do the same for the rest of the three smaller photos. The three photos can be chosen by
you, ideally would include either of these:
 Living Room
 Kitchen
 Bedroom
 Bathroom
 Deck/Backyard (if there is)
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80. Once you’re finished, click the “File” button.

81. Select Save As, and save it in the flyers’ folder for that year. Name it as the property
address.
82. From Publisher, click the email button and send a copy to Gracie and CC the property
manager.

Creating the Move-out Packet

Process:

1. Open the file sent of the 30-Day/60-Day in your inbox.

2. Create a new sub-folder in the In Progress folder. Use the property address as the name of the
folder.

Note: the folder’s location can be found here - R:\93 Admin Assistant\Front Desk
Activities\Move out Packets\2022\Inprogress

3. Go back to the 30-Day/60-Day, click the print button.

4. Select the second option, and click print.

5. Save the file in the newly made folder and name it as the Property Address (30Day/60Day)
Month’year. Example: 123 Abc St (30Day) Jun’22

6. Then, right-click on Microsoft Excel and open your MOPKT Checklist.

7. In the In Progress sheet, input the following:

 Property Address
 Property Manager
 Notice Date
 Move-out Date
 Security Deposit (Found in AppFolio)
 Prorated Rent (Found in AppFolio; prorated rent only applies if the move-out is not on
the last day of the month)

8. Launch Chrome and open AppFolio.

9. Search for the property address and click on the name of the tenant/s.

10. On the right side of the screen, click move-out tenants.

11. Within the new tab, fill in the details below:

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 Notice Date
 Move-out Date
12. Once done, click Save.

13. Go back to Files Manager, and open the folder you previously made. Copy the 30Day document.

14. Click on the RDrive and locate the property manager’s folder, the property address, and then
the tenant’s name.

15. Paste the file in the tenant’s folder.

16. Within the folder, locate the Rental Agreement (RA) and Move-in Inspection (MI). Copy both of
them.

17. Go back to the Move-out Packet, In Progress folder and paste these documents within the
property folder.

18. Next, go back to the RDrive and locate the documents you will need to create the packet. Files
should be located in RDrive>Admin Assistant>Front Desk>Move-out Packet>Packet Docs.

19. Then, open the following depending if the notice is a 30Day or a 60Day.

 30Day:
o NVTA
o Cleaning Sheet
o Owner Letter
 60Day
o NVTA (60Day)
o Cleaning Sheet
20. First, let’s edit the NVTA. Click on the document titled NVTA in the folder.
21. In Microsoft Word, you will change the following:
 Prorated Rent (Date and Amount) - only if applicable; if not, delete the line that is
highlighted.
 Name of tenant/s
 Property Address
 Notice Date
 Date Received
 Date Acknowledged
 Move-out Date
 Security Deposit Amount

Note: The information can all be found in AppFolio and the MOPKT sheet that you filled in.

22. Once all details have been changed, click Save As.
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23. Save the file in the MOPKT Property folder.

24. Next, we edit the Cleaning Sheet. Open the file from the Packet Docs folder.
25. Within Microsoft Word, make the following changes:
 Name of tenant/s
 Property Address
 Date of Move-out
26. Once done, click Save As and save it in the MOPKT Property folder.
27. Next, we create the owner letter. For this one, if it is a 60Day Notice, we do not need to do this
process.
28. Open the file labeled as Owner Letter from the Packet Docs.
29. Within Microsoft Word, change the following details:
 Mailing Address of the Owner – can be found in AppFolio. Search the property address
and click on the owner.
 Paste the Property Address of move-out within the RE line.
 Notice date, acknowledged date, and move-out date.
 Name of the property manager
 DRE Number and Phone Number
30. Click Save As and save the file in the MOPKT Property folder.
31. Create the Notice of Right to Inspection (NRTI).
32. Launch Chrome and open Zipforms from the bookmarked tabs.
33. Enter the email and password of the property manager taken from Trello.
34. Once logged in, click Continue.
35. In the homepage, type in the street address and click search.
36. Select the correct search result.
37. Within the property account, click Documents.
38. Click Apply Template.
39. Search for Notice of Right to Inspection and select it.
40. Click Apply.
41. From the list of documents, select the recently applied NRTI document.
42. From here, we edit the date of move-out.
43. Then, we scroll down and clear the information within the forwarding address section.
44. After, we click E-Sign.
45. Click Next.
46. If a popup comes up, exit out of it and click Next.
47. Once in Zipforms, go to the upper left and click on the add Add Recipients
48. Check the set signing order and click and recipients
49. On the first box enter the name and email address of the property manager make sure the label
is “needs to sign’
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50. On the second box enter your name and your email address and chance the label to “Receives a
Copy”
51. Then select done
52. On the left side of the screen locate the “Signature”, an icon will show and drag it down on the
left side of the name of the property manager.
53. Back on the left side of the screen click the “Date Signed” and drag down on the right side of the
name of the property manager.
54. Then click “Send” on the upper right of the screen and wait for the property manager to sign the
Docusign
55. Open the MOPKT checklist and fill up all the information and check all the task that are done
56. Open 1-Packet Docs and choose a NVTA file for a specific MOPKT you need (NVTA, NVTA 60Days,
NVTA Placement)
57. Once you have selected a file that you needed make a revision to it
58. Change the following in NVTA:
a. Prorated Rent
b. Move out date
c. Name of the tenant
d. Property Address
e. Date received and acknowledge
f. Security deposit
59. After some revisions, select “Save As” and save it on the folder you created earlier
60. Go back to Packet docs and select the “Cleaning Sheet”
61. Change the following in Cleaning Sheet:
a. Name of the tenant
b. Property address
c. Move out date
62. File and Save as in your folder
63. Go back to Packet docs and open “Owner letter”. Change the following statements
a. Date
b. Name of the owner
c. Owner’s address
d. The property address
e. Property manager name
f. DRE (you can found it on trello)
Note: You can found the owner’s information on Appfolio
64. Select file and save as in your folder
65. Once you already received the Docusign save the file on the folder and proceed making MOPKT.
Please follow this order:
a. NVTA
b. NRTI
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c. Cleaning Sheet
d. Property MI
e. New comer info
66. Once done save in the folder and send it to the property manager for the approval together with
the Owner letter.
Note: there is a prepared signature in the outlook “MOPKT Confirmation” and the subject
line is “FOR APPROVAL - Property Address”
67. After the property manager approved the MOPKT send the MOPKT to the tenant.
Note: Tenant email address can be found in Appfolio and there is a ready template for the
MOPKT to be sent to tenant.
68. After that send Gracie an email for mailing the MOPKT for the owner and tenant and attached
the MOPKT, Owner Letter and the 30Day notice.
Note: The Subject line is “For Printing and Mailing”. The MOPKT goes to tenant and the
Owner letter and 30Day notice goes to owner.
69. Once done save the MOPKT to Rdrive and Appfolio
70. Update the calendar in outlook.
a. Select the date of the move out
b. Make a new appointment
c. Select all day
d. Title: MO - Property Address $prorated rent “property manager abbreviation”
e. Then invite attendees:
If it is Managed account tag : Property manager, Tara, Lisa and Gracie
If Placement: Property manager and Tara
f. Count 15 days after the move out and select that date
g. Make new appointment and select all day
h. Title: SDD - Property Address “property manager abbreviation”
i. Invite attendees:
Managed - Prorperty manager and Tara
Placement- We don’t create SDD for the placement accounts
71. After updating the calendar update the COU sheet on what utilities should be transfer into our
name.
72. Always update the MOKPT checklist so you could know where and what is your next step.
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Posting an Open House

Process:

1. Open the Newest Rental sheet in Excel.

2. Look for the property address and go to the Open House.

3. Input the date and time of the open house.

4. Once done, click Save.

5. Then, go to Word and right-click to select the Web Listing Verbiage.

6. Scroll down and use the one for the open house.

7. Edit the time and date of the open house.

8. Launch Chrome and go to AppFolio.

9. Search the property address and click on the property address.

10. Scroll down and edit the Marketing Information.

11. Go back to word and copy the edited Open House verbiage.

12. Paste it within the top or the first line of the property information section.

13. Click Save.

14. Next, stay in Chrome and open Craigslist.

15. Scroll and click on the property address.

16. Click edit post.

17. Paste what you copied in the property information.

18. Scroll and click continue.

19. Then, click publish.

20. Next, open Zillow in Chrome.

21. Scroll and click on the property address.

22. Click Edit.

23. Paste the verbiage in the property information section.

24. Click anywhere on the screen and wait for it to automatically save.
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25. Next, go to Outlook.

26. Pull up the signatures tab and click Signatures...

27. Select a signature template for open houses and edit one that is unused.

28. First, edit the name of the signature so that it is the property address.

29. Next, change the date and time of the open house.

30. Then, click Save.

31. After this, look for the Application Request for Open House signature. It is labeled as AR-OH.

32. Edit one that is unused, change the name to the property address.

33. Within the text, edit the date and time of the open house.

34. Click Save.

Marking Property as Applications Pending

Process:

1. Open the Newest Rental Sheet in Excel.

2. Scroll and look for the property address.
3. Within the cell of the name of the property, add (Apps Pending).
4. The text should be bold and in blue.
5. Click Save.
6. Open the Marketing Rentals sheet in Excel.
7. Look for the property address.
8. Within the Removal Date column, input the current date.
9. Once done, click Save.
10. Next, launch Chrome and open AppFolio.
11. Search for the property address and click it once it comes up.
12. Go to the right corner of the page and click Unpost from Website.
13. After, open Craigslist on a new page.
14. Scroll and look for the property address.
15. Click delete.
16. Next, open Zillow on a new page.
17. Look for the property address.
18. Click on the property address.
19. Click Deactivate.
20. A pop-up will appear, then choose Deactivate Now.
21. Once done, reply to the property manager informing them that the task has been done.
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Process Manual

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Processing Tenant Move-in/Removal of Property

Process:

1. Open the Newest Rental sheet in Excel.

2. Look for the property address.
3. Highlight the entire row and hit Delete.
4. Once the entire row has been deleted, click Save.
5. After this, open the Marketing Rentals sheet in Excel.
6. Look for the property address and check if there is a sign installed.
7. If none, proceed to STEP 28. If yes, continue with the succeeding steps.
8. If there is a sign installed, go to the Sign Installation folder in the Front Desk Activities folder in
the RDrive.
9. Next, look for the sign form with the correct property address.
10. This will open in PhantomPDF Viewer.
11. Once in PhantomPDF, click Edit Text.
12. Edit the date to current date.
13. Move the text box with the property address down to the Removal Request section.
14. Once done, click print and select the second option as the file format.
15. Click OK.
16. Save the file to the Sign Removal folder.
17. Once saved, a new page within PhantomPDF will pop up relecting the edits that were made.
18. Within the application, click on the email icon which can be found beside the print icon.
19. A new email window will pop up.
20. Send the email to the sign company: nbs
21. Then, change the subect line to: Sign Removal Request - *property address*
22. Then, insert the Sign Install/Removal signature.
23. Edit the signature so that it says:

Hello,

Please have sign removed from the property address indicated.

24. Once changes have been made, click Send.

25. Open the Sign Request Log in Excel.
26. Look for the property address and input the date of removal request.
27. Once you receive the email of confirmation from the sign company, input the date when
confirmation was received and Save.
28. Inform the property manager that the property has been removed and that the sign request for
removal has been sent (if applies).
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Processing Move-in Inspection

Process:

35. Open the scanned document and ready the Move-in inspection tracker.

36. Fill up all the information needed in the tracker

37. After that save the MI to Rdrive and Appfolio

38. Create a dropbox folder with the property’s name and also save the MI in the dropbox.

39. Locate the MI photos in the Rdrive and copy it in the dropbox

40. Create a link and set an expiration date for 14 days.

41. Send an email

To: Send the email to yourself

Cc: Property Manager

Bcc: Tenant and owner

42. There is a prepared MI template for the specific property manager. Select the correct one and
replace the link with the one you created earlier. The subject line should be “MI - Property
Address”

43. Update the MI tracker and once complete cut the cell and paste it in the Completed sheet and
save it.