OPERATIONAL MANUAL OUTLINE

I. Table of Contents
II. Definition of Terms
III. Introduction
3.1. Objectives – the objectives and use of the operational manual
3.2. Project History/Details – project information
IV. The Management
4.1. Organizational Chart
4.2. Roles and Responsibilities
4.3. Personnel Policies/Rules and Regulation.
V. Front Desk
5.1 Front Office Functions
5.1.1 Guest/Visitors data Registration
5.1.2 Accommodate telephone calls.
5.1.3 Receive mails and inquiries.
5.1.4 Reports to the management for any cases.
5.1.5 Tenants survey/feedback
VI. Administration
6.1. Manage the front desk and other personnel.
6.2. Manage the Lease Agreement/Contracts of the Tenants.
6.2.1. Lease of Agreement Procedure
6.3 Reminds the rules and regulations/house rules of the building to the tenants and personnel.
6.3.1. The House Rules
6.4. Manage the move-in and move-out of the tenant.
6.5. Guide and/or attend the needs of the tenant.
6.6. Keeper of the tenants’ data.
6.7. Control the keys of each unit.
6.8. Lost and Found Items.
6.9. Conduct different drills in case of disaster situation.
6.10. Real Property Tax payment of the Property.
VII. Cashier/Accounting
7.1. Petty Cash Fund procedure.
7.2. Collection/Payment Procedure.
7.3. Guidelines for collection letters/reminders.
7.4 Purchase Order System of Supplies
VIII. Housekeeping
8.1. Cleaning and Maintenance procedure
8.2. Checks the inventory of the supply.
8.3. Proper use of storage room.
IX. Maintenance
9.1. Building inspection procedure.
9.2. Equipment Maintenance.
9.2.1. Housekeeping Equipment.
9.2.2. Smoke Detectors/Emergency Lighting
9.3. Checks the unit/room condition.
9.4. Checks the Utilities.
9.5. Maintenance Request
X. Security and Safety Procedures
10.1 Security Functions
10.1.1 Inspection Protocol.
10.1.2. Checks the CCTV’s or any security tool.
10.1.3. Ensure the safety of the tenants and property.
10.2 Emergency/Safety Procedures
10.2.1. Procedures in case of emergency.
10.2.2. Incident Report.