Guest And Property Operations
Key takeaways
- A guest refunds case without a named owner can move through the STR queue while nobody can say what was checked. The property owner or manager keeps the guest, access, financial, and property decisions; the assistant may prepare the record and route exceptions.
- Start with the oldest unresolved item and the nearest arrival or turnover window. At handoff, name what moved, what is waiting, who accepted the next check, and which evidence is missing.
- Stop when the source is missing, records conflict, a guest is at risk, or the request changes money, access, policy, or a property promise. Route the exact question to the property owner or manager.
Operating data
Playbook
Why the guest refunds needs its own control
A guest refunds case without a named owner can move through the STR queue while nobody can say what was checked. The property owner or manager keeps the guest, access, financial, and property decisions; the assistant may prepare the record and route exceptions.
What the record must show
The approved source is named before work starts. The record shows the property, source version, reviewer, next action, and evidence that closed the case. Keep guest and access data in the approved system.
Where the VA’s work stops
Stop when the source is missing, records conflict, a guest is at risk, or the request changes money, access, policy, or a property promise. Route the exact question to the property owner or manager.
The daily routine
Start with the oldest unresolved item and the nearest arrival or turnover window. At handoff, name what moved, what is waiting, who accepted the next check, and which evidence is missing.
Exceptions that should stop the case
Stop when the source is missing, records conflict, a guest is at risk, or the request changes money, access, policy, or a property promise. Route the exact question to the property owner or manager.
How to verify and close
A sent message or uploaded photo proves activity, not a completed turnover, refund, or access change. Verification belongs in the destination record.
The monthly review
Sample normal, exception, and reopened records against the same rule. End with one process change, one owner, and one check date.
Further reading
FAQ
When should a leader delegate this workflow?
Delegate it when repeated coordination, routing, or follow-up is taking time away from decisions that only the leader can make.
What should the assistant own first?
Start with intake rules, status visibility, and escalation timing so the assistant can act consistently before the workflow expands.