Deluxe Holiday Homes

1. Introduction

This document provides a comprehensive overview of the roles, responsibilities, policies, and procedures for Business Developers (BDs) at Deluxe Holiday Homes (DHH). It serves as a framework to ensure consistency, compliance, and the delivery of high-quality service. Adherence to these guidelines is mandatory and subject to regular review by management.

2. Company Overview and Processes

2.1 Company History and Values

• Gain a deep understanding of DHH’s founding, growth trajectory, and corporate culture. This knowledge is crucial for aligning with the company's mission and effectively communicating its values to potential clients and partners.
• Embrace the company’s core values: Integrity, Empathy, Professionalism, and Dedication. These values should guide all interactions and decision-making processes.

2.2 Branches and Departmental Roles

• Familiarize yourself with key branches and their functions:
  • Main Branch: Handles Management, HR, Business Development, Finance, and Accounting. This branch is the central hub for strategic planning and operational management.
  • Call Center: Manages Reservation and Customer Support teams, ensuring seamless communication and service delivery to clients.
  • Warehouses: Oversee inventory and logistics operations for property furnishing and maintenance, ensuring properties are well-equipped and maintained.
  • Fujairah Branch: Focuses on Al Dana Island operations, managing unique regional requirements and opportunities.
  • Yerevan Back Office: Provides Customer service, reservation agents, and PMS development support, enhancing operational efficiency and customer satisfaction.
• Understand the functions of departments, including Onboarding, Interior Design, Customer Service, Reservations, and Revenue Management, to facilitate effective collaboration and service delivery.

2.3 Key Processes to Master

• Management Agreements:
  • Review and understand all clauses in the Management Agreement, including addendums for interior design. This ensures clarity and compliance with contractual obligations.
  • Seek clarity from your manager on any ambiguities to prevent misunderstandings and ensure accurate execution of agreements.
• Onboarding Collaboration:
  • Learn the processes for fully and semi-furnished properties, including the role of the Interior Design & Onboarding team. This knowledge is essential for efficient property setup and client satisfaction.

3. Tools and System Access

3.1 Mandatory Tools

• Gmail: Obtain your official company email for communication. This is essential for professional correspondence and maintaining records.
• HubSpot:
  • Understand the Business Development pipeline, including lead tracking, deal stages, and reporting. This tool is critical for managing client relationships and tracking progress.
• PMS Access:
  • Granted upon onboarding the first property. Use it to log property details and monitor operational status, ensuring accurate and up-to-date information.
• Owner’s Portal DEMO:
  • Study the portal’s functionality to guide landlords effectively, enhancing their experience and satisfaction.
• Forecasting Tool:
  • Use the company-approved tool to share accurate forecasts with landlords, aiding in informed decision-making and trust-building.

3.2 Access Requirements

• Ensure credentials are secured and not shared to protect company data and maintain system integrity.
• Regularly update passwords in line with IT security protocols to prevent unauthorized access and data breaches.

4. Business Developer Responsibilities

4.1 Homeowner Acquisition

• Sourcing Leads:
  • Proactively search for potential landlords through networking, referrals, and marketing campaigns. This is vital for expanding the client base and increasing revenue.
• Initial Contact:
  • Approach leads professionally via phone, email, or in-person meetings. Effective communication is key to building trust and interest in DHH’s services.
  • Communicate the benefits of DHH’s services effectively, highlighting unique selling points and addressing potential concerns.
• Contract Negotiation and Closure:
  • Present management agreements clearly, ensuring landlords understand terms and conditions.
  • Address landlord concerns and negotiate terms within company-approved parameters to secure agreements and foster positive relationships.

4.2 Onboarding Management

• Preparation:
  • Verify that properties are furnished, equipped, and meet DTCM and company standards. This ensures readiness for listing and occupancy.
• Key Deliverables:
  • Ensure completion of DTCM permits, deep cleaning, professional photography, and property insurance, which are essential for compliance and marketability.
• Handovers:
  • Collect keys, access cards, and necessary permits. Complete onboarding forms accurately and submit them promptly to facilitate smooth transitions and record-keeping.

4.3 Relationship Management

• Serve as the primary contact for landlords post-contract signing, maintaining regular communication to:
  • Provide updates on bookings and revenue, ensuring transparency and trust.
  • Address concerns or operational issues promptly, demonstrating reliability and commitment.
  • Communicate responsibilities, such as payment of service charges and maintenance fees, to ensure clarity and compliance.

4.4 Collaboration and Reporting

• Interdepartmental Coordination:
  • Work with Onboarding, Interior Design, and Revenue Management teams for seamless property activation, ensuring efficient operations and client satisfaction.
• Accurate Reporting:
  • Log all activities, communications, and updates in the CRM and PMS systems to maintain accurate records and facilitate informed decision-making.

4.5 Compliance with Policies

• Avoid conflicts of interest, including unauthorized sharing of leads or company information, to maintain integrity and trust.
• Adhere to all guidelines for listing, renting, and managing properties, ensuring compliance and operational excellence.

5. Policies and Procedures

5.1 Contract Closure

• Contracts are finalized when:
  • Properties are handed over in a vacant, rentable condition, ensuring readiness for occupancy.
  • All onboarding steps are completed, and keys/access cards are provided, facilitating smooth transitions.
  • Signed agreements and required payments are received, securing commitments and financial transactions.

5.2 Onboarded Property Standards

• Properties must comply with DTCM and company standards, including:
  • Full furnishing and operational readiness, ensuring marketability and tenant satisfaction.
  • Functional utilities and paid-up service charges, preventing disruptions and ensuring compliance.
  • Personal landlord items must be removed or stored appropriately, maintaining a professional and appealing environment.

5.3 Mandatory Notifications to Management

• Notify the General Manager (GM) of:
  • Custom clauses or revenue promises in agreements, ensuring transparency and informed decision-making.
  • Specific landlord expectations or operational requests, facilitating tailored service and satisfaction.

5.4 Penalties for Non-Compliance

The following actions result in a penalty of AED 10,000, deducted from commissions/incentives:

• Listing or renting incomplete properties, which can damage reputation and client trust.
• Skipping mandatory items required by DTCM, risking compliance issues and penalties.
• Providing false or misleading information to internal teams or landlords, undermining trust and operational integrity.
• Failing to disclose critical landlord information or requirements, leading to potential conflicts and dissatisfaction.

5.5 Work Hours

• Standard hours: 9:00 AM – 6:00 PM. Adherence to these hours ensures availability and consistency.
• Client meetings or external work must be documented and approved to maintain accountability and transparency.

5.6 Conflict of Interest

• Do not engage in activities or partnerships conflicting with DHH’s interests during or after employment, protecting company integrity and reputation.

6. Onboarding Guidelines

6.1 Preparation

• Remove all landlord items before onboarding begins to ensure a clean and professional presentation.
• Verify readiness of:
  • Bed linens, towels, and kitchenware sourced from DHH systems, ensuring quality and consistency.
  • Utilities, internet, and service charge payments, preventing disruptions and ensuring tenant satisfaction.

6.2 Additional Services

• Charges apply for:
  • Excess garbage removal: AED 250, ensuring cleanliness and compliance.
  • Delivery acceptance or maintenance not included in the initial scope, covering additional operational costs.

6.3 DTCM Compliance

• Ensure all required items are provided to meet regulatory standards and avoid penalties.
• Do not list properties until confirmed “ready” by the Onboarding Coordinator, ensuring compliance and readiness.

7. Commission Policies

7.1 General Guidelines

• Commissions are subject to review and approval by management, ensuring fairness and alignment with company goals.
• Commission adjustments may occur for company-provided leads or advertising expenses, reflecting the value of resources and support.

7.2 Tiered Commission Structures

• Default structures apply to both full-time agents and business developers, providing clarity and consistency.
• For custom cases, seek approval from management to ensure alignment with company policies and objectives.

7.3 Termination Impact

• If a property is terminated within three months due to BD oversight (e.g., miscommunication about property availability), the company reserves the right to reclaim paid commissions, ensuring accountability and quality control.

8. Reporting and Documentation

8.1 CRM Updates

• Record all lead details, including:
  • Landlord contact information, ensuring accurate communication and follow-up.
  • Source of the lead, aiding in tracking and analysis.
  • Status of negotiations and onboarding progress, facilitating informed decision-making and strategy development.

8.2 Progress Reports

• Submit weekly updates to management, summarizing:
  • New acquisitions, providing insights into growth and opportunities.
  • Onboarding progress, ensuring transparency and accountability.
  • Landlord feedback and concerns, highlighting areas for improvement and satisfaction.

9. Updates and Amendments

• Policies will be updated periodically based on feedback, operational needs, and regulatory changes, ensuring relevance and compliance.
• Employees will be notified of updates and are required to review and acknowledge changes promptly, maintaining awareness and adherence.

10. Conclusion

By adhering to these comprehensive policies and procedures, Business Developers play a critical role in upholding Deluxe Holiday Homes’ reputation and operational excellence. Non-compliance will be addressed in accordance with the outlined penalties and policies.

Approved by:

General Manager

Date: [Insert Date]