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📬 Departmental Responsibilities & Org Chart

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Purpose:
To ensure efficient handling of guest and owner inquiries by clearly defining who is responsible for each type of task or communication. All assignees are subject to the current Employee Organizational Chart and may be adjusted as roles evolve.

📁 1. Financials

  • Monthly Statements:
    Sent to owners by the 15th of each month, including bookings, fees, and expenses.
  • Payouts:
    Processed on the 15th, with 1–3 business days to arrive.

Contact:
📧 Ben – ben@goauxilia.com
➡️ Forward all statement or payout questions to Ben.

or

📧 Haley – haley@easyairrentals.com
➡️ Forward all statement or payout questions to Haley.

🏛️ 2. Tax & Registration

  • Oversees all city filings, licenses, and compliance documents.

Contact:
📧 Haley – haley@easyairrentals.com
➡️ Forward city/tax/registration-related emails to Haley.
➡️ Haley also monitors the Hello inbox periodically.

💰 3. Rates & Pricing

Discount Requests:

  • Tag Jenna in the Inquiries feed.
  • If Jenna is unavailable, tag Rashida.

💬 4. Guest Inquiries (Short-Term)

  • Post inquiry in the Inquiries feed
    • Tag Jenna
    • If Jenna is unavailable: Tag Rashida or Katie

⏱️ Time Expectation:
Respond within 20 minutes. If no reply within 15–20 minutes, directly message Jenna, Rashida, or Katie.

🏡 5. Long-Term Stays (+1 Month)

  • Forward to Jenna by email or tag her in the Inquiries feed.

🏠 6. New Property Management Leads

  • Forward all leads from the Hello inbox to Jenna
  • Jenna also receives website forms, but forward:
    • Missed leads
    • Thumbtack Pro messages

⭐ 7. Reviews & Refunds

  • Bad Reviews:
    • Post in Bad Reviews WhatsApp group
    • Tag the Inspector and Rashida
  • Good Reviews:
    • Share in Inspector WhatsApp feed
    • Tag the assigned Inspector
  • Compensation Requests:
    • Tag Rashida
    • If unavailable: Contact Jenna, then Katie as backup

🛠️ 8. Claims, Expenses & Vendor Issues

  • Claims or Guest Damage:
    • Tag Haley in the Claims feed or email her directly
  • Vendor Emails:
    • Forward emails from vendors (e.g., pool, lawn, handyman) to Haley
  • Haley monitors the Hello inbox for general vendor and claim communications.

🧩 9. Platform Support & Owner Communications

  • OwnerRez or Backend Support:
    • Forward to Katie
  • Owner Emails in Hello Inbox:
    • Forward to Katie unless the inquiry is financial (then send to Ben)

This SOP should be reviewed monthly or upon changes to staff roles. Always refer to the most current employee organization chart to confirm assignments.