Page 6 - The Playbook

Property & Projects Manager
The physical property management of your home will be overseen by the Property & Projects
Manager. This position brings a wealth of knowledge related to physical maintenance and
management of our contractor relationships. The benefits of this position are to help very
quickly establish the correct tradesperson to handle the physical maintenance needs of your
property as they arise.

One of the best things you can do as a property owner is provide for routine & preventative
maintenance of your home – we’ve dedicated a whole section of this guide to preventative
maintenance later. The Property Manager will help coordinate our preventative maintenance
program and will encourage you to be proactive in repairs to your property – a minor expense
today can save you from costly repairs if left to fester.

We manage and dispatch work orders as they are reported by our tenants, but the property
manager also coordinates routine inspections of your property – both interior and exterior – to
look for potential issues and catch things before they elevate to a more serious nature.

Operations Manager

The operations manager is the glue that holds the puzzle together – if all of this gets confusing
and you’re not sure who to contact, start here with the Operations Manager. This position is
the point of contact for all communications from our team; it cross-pollinates with all
disciplines within our industry – maintenance, accounting & leasing. If you have a question –
it’s very likely that the Operations Manager can facilitate the answer.
Specifically – the operations manager is responsible for following our work orders and ensures
their timely completion, whether it is something completed by our in-house maintenance staff,
or communicated to an outside vendor team member. The operations manager will
communicate to you when a work order is originated – and share with you the method of
completion and vendor utilized, as well as any anticipated cost, if available. Additionally, the
operations manager will communicate with you when the work is completed, and the invoice
is generated and paid.

The operations manager is also responsible for managing the process of owner’s
disbursements (i.e. – sends you your money!). Working with our accounting department, this
position scours your owner’s statement prior to sending to you to make sure there are no
errors and that your disbursement is correct. Also, from an accounting perspective, this
position helps to ensure your bills are paid timely and correctly, and that rent is collected from
your tenants.

Leasing your home isn’t all flashy sales pitches and wonderful pictures of your property. There
is a process that must be organized and efficient to ensure we get a prospective tenant into a
signed lease, that the information contained in that lease is correct and that the person meets
all of the qualifications required to sign the lease. The operations manager’s job is to ensure
the integrity of our leasing process is upheld.

We don’t embrace hierarchy here at Nest PM – but its safe to say that the buck stops here at the
Operations Manager.