Employee Handbook 2.0

STADIUM TERRACE APARTMENTS

Employee Handbook 1

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General Information 2

Employment Information 7

Payment Handling and Accounting 26

Office Procedures 46


Employee Handbook 2

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Property Information 3

Parking 5


Employee Handbook 3

Property Information

Stadium Terrace Apartments was built in 1973 and has been a BYU-

Approved housing complex ever since. The complex has changed little

over the years and has long since been one of the best deals for housing

in Provo, UT.

At Stadium Terrace Apartments there are a maximum of 100

spots for women (17 apartments total) and a maximum of 152 spots for

men (26 apartments total). Women’s apartments are apartments 1

through 17 and Men’s apartments are apartments 18 through 44 (with the

exception of apartment 30 which is reserved for our onsite couple). Any

shared room can be converted into a private room at the private room

rate. Private rooms should be created at the discretion of management. In

regards to private rooms, it should be noted that we only have a limited

amount of storage space for extra beds. As such, most tenants should be

encouraged to either stack or combine the two beds or put their extra bed

in the storage closet in the apartment if they have a private room.

Storage

There is a limited amount of storage onsite in the following locations:

Shed by the north building (access with the master key)

Closet by apartment 40 (access with the master key)

Closet by apartment 38 (combination lock)

Closet in the Clubhouse (access with the master key)

Maintenance closet in the Laundry Room (access with the master

key)

Closet in the office (access with a closet key)

Far east end of the parking lot. This area is typically reserved for

and paid for as storage space for maintenance contactors.

Women's Apartments

For women, most apartments are three bedroom apartments (typical two

girls in each apartment for six girls total) with two fridges, a dishwasher

and a large bathroom with a walk-in shower, shower/tub combination,

two toilet stalls, three sinks and vanity area. It is important to note that

Apartment 3 is a s four-person (or two bedroom) apartment and

Apartment 5 has two shared bedrooms and two private rooms.


Employee Handbook 4

Men's Apartments

For men, apartments 32 and 34 are four-person shared apartments with

two bedrooms. Apartments 35-44 are six-person shared apartments with

three bedrooms, two fridges, a dishwasher, and two bathrooms with a

shower, toilet and sink (as well as an extra sink/vanity area). Apartments

18-29 are identical to the women’s six-person apartments.

Furnishings

All of our apartments should be furnished with the following:

One twin sized bed (frame, box spring, and mattress) per tenant.

One Dresser per tenant (some of the apartments have original

dressers built into the closet)

One couch, loveseat, kitchen table, coffer table, entertainment

center/TV stand, and coffee table

One desk chair per tenant

One kitchen chair per tenant

Two vanity chairs for each bathroom in apartments 1 through 29.

Pool

Maintenance will keep track of pool care and maintenance and should

notice an office manager when chemicals are needed. Aquatec is

typically the company we use to order pool chemicals. The pool typically

opens around May 1st and closes around September 30th depending on the

weather.

Laundry Room

There is an onsite coin-operated laundry facility on the property. It is

located by apartment #1. There are 10 washers and 10 dryers.

Mendenhall is the company that typically maintains our machines.

Contact them if there is a problem. There is also a public restroom in the

laundry and a coin machine. The laundry is typically open 24/7 for our

tenants.

The Clubhouse

The Clubhouse is open from 8 am to 10 pm from Monday to Sunday. It

can be reserved by signing the Clubhouse Reservation form. The


Employee Handbook 5

clubhouse should be checked after events to make sure no damages or

messes have been left behind. Periodically check to make sure the ping

pong table balls are still working and that the piano is tuned.

LDS Wards

The complex takes in part of the LDS YSA 257 Ward (Apartments 4-11,

31-38, and 40-44) and the LDS YSA 258 Ward (Apartments 1-3, 12-17,

18-29, and 39). Historically, these Wards have met at the LDS chapels

by COSTCO in Orem.

Parking

General

With the exception of covered parking, we do not charge tenants to park

in our parking lot. However, we do require tenants to register their

vehicle and obtain a parking permit. Tenants are limited to one vehicle

registration and they can register their vehicle by filing out the Vehicle

Registration Form and by filling out the vehicle log book. When a tenant

moves out, they must return their parking permit. If they do not, they will

be charged $25.

Covered Parking

There is a limited amount of covered parking on the complex. This area

is reserved parking. One spot is reserved for our onsite couple at no

additional cost to the onsite couple. The rest of the spots are open for

tenants to reserve. The cost for covered parking is $20 per month plus a

$25 one-time installation fee to cover the cost of the tenant’s sign. A

tenant can purchase a reserve a parking stall at four month intervals and

the entire amount must be paid upfront (i.e., $105 per each four-month

period). Once a new tenant has reserved a parking spot, a new aluminum

sign should be made with the last name of the tenant and placed above

the tenant’s reserved stall.

Visitor Parking

We do not have designated visitor parking stalls. However, visitors

should either (1) check in with the office or (2) obtain an apartment’s

visitor parking pass to park on the property without the risk of being

booted or towed. Each apartment should have one visitor parking pass


Employee Handbook 6

per apartment and there should be a number of temporary parking passes

available in the office.

Common Parking Problems

It is crucially important to closely monitor and manage the

parking lot. Imaginably, tenants become frustrated when there is not

enough parking stalls available and when people park where they should

not. Tenants should fully understand that parking in reserved spots (e.g.,

reserved, handicapped, maintenance, and management stalls) is not

acceptable and that parking in fire lanes or in areas other than a

designated parking spot is unacceptable and creates a serious liability.

Tenants must also understand that we have a “open lot” policy in

that we do not guarantee or charge for parking and that if the lot is full,

they must park somewhere else. If possible, do what you can to

recommend places tenants can park if the lot is full. When the lot is full,

tenants will most commonly park in reserved stalls and along the fire

lanes. Tenants parking in reserved stalls block access for management

and others who may need to access the property at any time and parking

in a fire lane is a violation of local laws that we are liable for.

Handling Parking Issues

Most important to handling parking issues is to consistently take action

when problems arise. Sporadically monitoring the parking lot will create

confusion and frustration. When a car is improperly parked, you should

do the following:

1. Try to contact the owner and ask them to move their car.

2. Depending on the seriousness of the problem, you may give the

car a warning notice, citation notice with a $20 fee, boot the car

with a $40 boot removal fee, or have the car towed.

Regardless of the action taken, it should match the seriousness of the

problem (e.g., a warning for a first-time offense if a car is parked in the

manager’s stall, but you may want to boot the same car in the manager’s

stall if it is a repeat offense).


Employee Handbook 7

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General Employee Information 8

Onsite Couple 9

Cleaning Person 10

Maintenance Technician 12

Assistant Office Manager 17

Office Manager 20

New Hire Information 23

Payroll 25


Employee Handbook 8

General Employee Information

As an employee of Stadium Terrace Apartments, you have a great

opportunity to develop your talents, learn new things, and experience

new challenges and rewards. Every day has the potential to bring new

experiences. Doing the following things will ensure that you love your

job and that you get the most out your experience:

Enjoy your job

Take pride in your work

Be honest

Build relationships

Own your work

Be constantly looking for ways to make improvements and to

innovate

Enjoy serving others

Learn to be a great communicator

Be quick to accept fault and to apologize

Be on time

Be consistent

Never take offence

The following are descriptions of each position at Stadium Terrace

Apartments. Take the time to read each of them so you can understand

how the property is run. Pay particular attention to the recommendation

sections. These sections are based on the experiences of past employees

and what they have learned in order to be successful. Please know that

we are very interested in your personal growth and development. You

really can learn a lot through the experiences you will have and through

the associations you will gain with staff members and with tenants.

Thank you for all you do to make living at Stadium Terrace Apartments

a great experience.


Employee Handbook 9

Onsite Couple

General

The intent of having an onsite couple is to (1) provide access to

management 24/7 and (2) to ensure that the property is clean, orderly,

and well cared for. The position typically requires around 5-10 hours a

week. When possible, it is preferred to have one of the members of the

onsite couple also fulfil the responsibilities of the Assistant Office

Manager.

Responsibilities

The onsite-couple’s responsibilities include the following:

To be friendly, courteous, and helpful with any tenant’s need

when possible.

Maintain the exterior cleanliness of the complex

o This includes but is not limited to the following:

Taking out the exterior trash cans

Picking up trash around the complex

Cleaning out the stairwells

Maintaining the cleanliness of the pool area,

sidewalks, and grounds

Maintain the interior cleanliness and condition of all common

areas

o This includes but is not limited to the following:

Maintaining the cleanliness of the Club House

Maintaining the cleanliness of the Laundry

Room

Maintaining the cleanliness of the Public

Bathroom in the Laundry Room

Manage event parking

Help with after-hour lockouts and maintenance

Monitor the Parking Lot and issue citations and boot cars when

necessary

Turn in required reports

Maintain and care for the provided onsite couple’s apartment

Lock the Clubhouse each night at 10:00 pm

Unlock the Clubhouse each morning at 8:00 am


Employee Handbook 10

File maintenance requests for the exterior of the building, the

laundry room, public bathroom, the office, and the club house

when needed.

Assist with activities, maintenance, other assignments when

asked

Reporting

You will report directly to the Office Manager.

Reports will include the following:

Weekly Onsite Couple’s Report

o Due by 4:00 pm each Monday

Cleaning Person

General

The intent of having a cleaning person is to help maintain the

cleanliness of the apartments through conducting and managing cleaning

checks. Cleaning Checks are a crucial part of ensuring that all of our

tenants have a clean, comfortable place to stay. Also, cleaning checks

help ensure that the property is well cared for and that the apartments last

and retain their value. It is critical that cleaning checks are consistent and

that our tenants are held to the standard outlined in the cleaning check

packet. Frustration quickly develops among tenants if we are not

consistent in how we conduct cleaning checks. In the event that there is

not a specific “cleaning person” the Office Manager or Assistant Office

Manager will assume this role.

Responsibilities

Responsibilities of the cleaning person include the following:


when possible.

When possible, to teach tenants how to pass their cleaning

checks.

Schedule monthly cleaning checks

Coordinate with the Assistant Office Manager to produce and

distribute the cleaning check memos and sign-up packets prior to

the cleaning check.



Conduct monthly cleaning checks

Schedule cleaning re-checks

Conduct cleaning re-checks

Clean failed jobs

Assist in check-in/check-out days

Assist with activities, maintenance, other assignments when

asked

Reporting

The cleaning person will report directly to the Office Manager.

Cleaning check day should be scheduled with the office no later than the

seventh day of each month. The carbon-copy of the cleaning check

signup sheets should be organized by those who passed and failed and

turned into the Office Manager within 24 hours of the initial cleaning

check.

Recommendations

The following are recommendations to successfully conduct cleaning

checks:

Be as objective and fair as possible as you judge cleaning jobs.

However, at your discretion, if someone is struggling, take the

time to help tenants learn how to pass their cleaning check job

rather than just fail them. You have a great opportunity to help

tenants learn how to clean and thereby better their lives.

Teaching tenants how to clean also creates less work for you in

the future because they will begin to pass their cleaning checks.

Remember that it is a disservice to pass people when they

shouldn’t. Also, remember that you can’t objectively judge effort

and that you can only objectively judge results. At the end of the

day, the job has to look good and look completed when you see

it in order for the job to pass. How long a tenant may have spent,

really doesn’t matter if the job still looks incomplete.

Cleaning Check Memos and Sign Up Packets need to go out at

least one week before cleaning checks.

An email should also go out no later than one week before

cleaning checks to remind tenants about cleaning checks.

Coordinate with the Office Manager to ensure that those notices

are sent out. Also, ask or remind the Office Manager to make



posts on our social media sites and email tenants closer to

cleaning checks.

If possible, schedule cleaning checks on a weekend. Most

tenants have more time to clean if cleaning checks are on a

weekend.

If possible, communicate why someone didn’t pass their

cleaning check with any tenants present and give

recommendations on how to pass while conducting the cleaning

check. Tenants appreciate upfront, in person communication.

Likewise, when you have to clean a job, if possible show any

tenants what you are doing. It will be far better for future checks

if you can teach a tenant how to clean and thereby pass their job

rather than to have to fail the job and clean it for them each

month.

Because you work for Stadium Terrace Apartments, tenants may,

at times, bring concerns or complaints to your attention. Rather

than trying to solve those concerns, simply ask the tenant to talk

to a manager about their concerns either in person or via email.

Keep in mind that some tenants will always be upset if they fail

their cleaning check. Please do everything you can to not get

upset or take offence when tenants challenge your decisions. If a

tenant is upset and challenges your decision to fail them, if

possible, go with them and show then what they did wrong and

how they can successfully complete the job. Most tenants will

quickly calm down and accept your decision when they have

what they missed pointed out to them directly.

Maintenance Technician

General

The maintenance technician plays a critical role in maintaining a

positive relationship between tenants and management. Ideally, the

property is on an aggressive enough preventative maintenance plan that

tenants seldom need to send in maintenance requests. However, given the

age of the property, maintenance requests will likely be a constant issue.

However, when a tenant files a maintenance request, they expect the

request to be completed quickly and professionally. Frustration quickly

builds when maintenance requests are un-responded to, when messes are

left, or when the job is poorly done. The Maintenance Technician



position should require typically around 15-20 hours a week—though

more can be required based on the current needs on the property. At

Stadium Terrace Apartments, a maintenance technician must be

dedicated to (1) communication, (2) timeliness, (3) and quality.

Communication

One of the most important attributes of a good maintenance

technician is communication. To put it simply, tenants and management

need to know what is going on and when they can expect work to be

done. As a maintenance technician, you will receive various kinds of

requests that will vary in importance. Obviously some requests will take

priority over others (e.g., a burst pipe is far more important than a small

hole in the wall). However, never forget that regardless of how

unimportant the issue may seem to you, it is likely a critically important

issue to our tenant (otherwise they would not have filed a maintenance

request). Tensions quickly raise when tenants feel that their requests are

either unheard or forgotten.

Do all you can to (1) let tenants know you have reviewed their

requests, (2) to give tenants and management (if applicable) a time frame

of when the work will be done (honestly explain why the work may take

longer than the tenant thinks it should if need be), and (3) keep the tenant

and management updated as things change. When possible, talk directly

to the tenants. If that is not possible, leave notes, send emails, or call the

tenants so they can stay informed. Also, keep good records of when work

is performed and good notes about work that is in progress.

Timeliness

Responding quickly to requests is key. Tenants expect requests

to be completed quickly and typically faster responses are less expensive

to fix than problems left unattended. You need to enable yourself to

know about requests as soon as possible (e.g., have email alerts sent to

your phone). If there is an emergency, then it is crucial that you can

respond quickly to the situation. We always want to be able to mitigate

damages as quickly as possible. Also, as a BYU-contracted apartment

complex, we are contractually obligated to fulfil certain types of

maintenance requests within a set period of time.



The following are the critical maintenance response items we are

contractually obligated to meet:

1. Broken or leaking water lines causing an imminent threat to life,

safety, health, or property—immediately.

2. Leaking gas (Tenants should be instructed to call the gas

company immediately.)— immediately.

3. Missing flues or venting components resulting in exhaust gases

entering the building (Tenants should be instructed to call the gas

company immediately.)—immediately.

4. Inoperable or missing exterior door or door lock(s)—

immediately.

5. A lack of heating during the period of September 15 through

May 15—12 hours.

6. A dysfunctional heating system unable to maintain indoor room

temperatures above 65º F. during the period of September 15

through May 15—12 hours.

7. No operable toilet in the dwelling unit—12 hours.

8. Failure of sewage disposal facilities causing a backup, overflow,

or blockage of sewage—12 hours.

9. Tub and shower or kitchen or bathroom sink(s) with inoperable

drain or no hot or cold water—12 hours.

10. Overload of main or branch electrical distribution systems—12

hours.

11. Exposed components of an electrical system that are capable of

producing electrical shock or fire—12 hours.

12. Inoperable or missing smoke detector or fire sprinkler system

where required—24 hours.

13. A lack of electrical, water, or natural gas service unless beyond

the owners control—24 hours.

14. Broken or missing structural supports or components, including

guardrails, stairs, stair rails, floors, roofs, or ceilings that cannot

support required loads and may cause a safety hazard— 24

hours.

15. A completely inoperable refrigerator or cooking range or stove—

24 hours.

16. Any other repairs not listed above which seriously affect the

safety, health, or security of student and that are declared



“critical repairs” by written notice to the management from the

Off Campus Housing Office—24 hours.

Quality

Producing quality work and repairs is crucial. Inferior work will

not be tolerated. It is almost always less expensive and takes less work to

do a job right the first time than to have to tear out a bad repair and do it

over again. Also, one of your primary responsibilities it to maintain and,

if possible, add value to the property. A repair should never diminish the

value of the property because of how it looks or functions. If at all

possible, any repair should at least restore the area to how it previously

looked or should be an improvement. Likewise, it is your responsibility

to clean up any messes or derby left behind. Never leave trash, derby, or

dust behind when you leave a job. Our tenants should always find the

area as clean or cleaner than when they left it.

Responsibilities

Responsibilities of the Maintenance Technician include the following:


when possible.

Completing ALL maintenance requests in a timely, professional

manner while communicating well with the tenants involved and

with management.

Create and implement preventative maintenance schedules

o These schedules should include but are not limited to the

following:

Air filter replacements

Furnace and A/C tune-ups

Regular inspections the interior and exterior of

the apartments

Especially of appliances, furniture,

plumbing fixtures, and electrical

components.

Carpet replacement schedules

Interior painting schedules

Keep accurate logs of when maintenance requests are received

and completed.

Ordering and purchasing needed supplies and equipment.



Tuning in all invoices and receipts to the office manager within

24 hours of receiving the invoice or receipts while using the

required forms.

Getting the necessary approval for larger purchases or work

orders from the Owners or Office Manager.

o Any work order over $400 total needs prior approval.

o Any single purchase over $200 needs prior approval.

Monitor the parking lot while on the property and to issue

citations or boot vehicles when necessary.

Coordinate with the Office Manager to hire outside contractors

when needed.

Keep all storage areas and work areas clean and well organized.

Maintain all tools, equipment, and supplies in good working

order and condition.

Assist with other activities and assignments when needed.

Reporting

You will report directly to the Office Manager. Work with the

Office Manager to solve problems, or get advice or input when needed.

Also, make sure to communicate closely with the Office Manager about

projects that are presenting unique challenges or delays. The Office

Manager should be able to see the status of any maintenance request at

any time by viewing the Maintenance Request form. Any receipts or

invoices should be turned in to the Office Manager within 24 hours of

the purchase or from receiving the invoice. The required purchase forms

must be used with all purchases and invoices.

About Online Maintenance Requests

All maintenance requests should be received though the form on

stprovo.com. Residents can access that form in several places online. If a

tenant or a member of the staff asks you to perform any work, ask them

first to file a maintenance request (unless it is an emergency and then be

sure to document it later). It is important that your work is well

documented in the event that questions need to be answered later. When

a request is filed, the office email and your email should be notified.

How to Set Up Maintenance Requests Email Notifications



If you are not receiving email notifications, you can add your email

to the notification list by going to the maintenance request form. To do

so, you will need to do the following:

1. You will need to have an administrator log into the website by

going to stprovo.com/admin (the office email is the default

administrator log in).

2. Under content, then forms, click on the Maintenance Request

Form (do not click “edit fields”).

3. Toward the bottom of the page you should see an email

notification section.

4. Add your email to the list by separating any previous emails with

a comma.

5. Select “Save and Close”.

You should now receive a notification to you email whenever a

request is filed. However, please note that this email will not give you

any information about the request. To view requests, you will need to

login into the site, go to “Content”, then “Leads”, and filter by

“Maintenance Request”. You should have your own login access to the

site (see the “Set Up a New Username and Password for Stprovo.com”

section to learn how to set up your own username and password) Online

you can update requests, make notes, and mark them as complete. You

can also export requests by date range and manipulate and organize that

data to better meet your needs.

Assistant Office Manager

General

The general purpose of the Assistant Office Manager is to assist

in running the basic day-to-day operations of the office. As such, the

Assistant Office Manager is often the first point of contact with a tenant

and represents much of the “face” of management. It is critical that the

Assistant Office Manager is always polite, courteous, and service

oriented while preserving the interests of our owners and maintaining

policy. The Assistant Office Manager typically will require 10-15 hours

a week.

Remember that the Assistant Office Manager and the Office

Manager form a team that runs the complex. It is crucial that the

Assistant Office Manager and the Office Manager communicate well



with each other, work together, support each other, and brain storm

together to find the best solutions possible to problems as they arise.

Responsibilities

Responsibilities of the Assistant Office Manager include the following:


when possible.

Timely and professionally respond to emails, phone calls, and

other messages.

Enter payments into QuickBooks and Room Choice.

Help manage social media accounts.

Assist with approving applications.

Assist with cleaning checks.

Monitor the parking lot and cite and boot vehicles when

necessary.

Communicate with and report to the Office Manager.

Conduct daily walks around the property.

Maintain regular office hours.

Help prepare and maintain tenants’ records.

Follow all cash and payment handling policies and procedures.

Be familiar with and able to perform the Office Manager’s

responsibilities.

Assist with other assignments and activities when asked.

Reporting

The Assistant Office Manager will report directly to the Office

Manager. Because the Assistant Office Manager and the Office Manager

share in many of the same responsibilities and activities, it is crucial that

the Assistant Office Manager and the Office Manager communicate well

with each other and work well with each other. The Assistant Office

Manager should leave a daily report of any activities, communications,

or events that the Office Manager should know about.

Recommendations

Recommendations for a successful Assistant Office Manager include the

following:



Be very familiar with the contract documents and forms. Our

lease agreements, our forms, and the BYU Off Campus Housing

Handbook will typically answer most questions you may have.

Always be honest. If you don’t know the answer to a question, or

if you have made a mistake, be honest about it. Tenants and

others will always respect and appreciate courteous honesty.

Likewise, if someone feels that they have been treated poorly, be

quick to apologize and then to solve the problem.

Never be above serving our tenants in simple ways. If a tenant

asks you to do something or if you see the opportunity to serve a

tenant, always do it if possible. Remember that you are here to

serve and take care of our tenants.

Remember that in most tenants’ minds, management is “out to

get them” and that they interact with management only when

there is a problem. Do your best to change that negative

mentality. Get to know the tenants. Be friendly, say hi, and try to

have as many positive interactions with our tenants as possible.

Because much of your interactions with tenants and others will

be over email, be sure to proof read your emails and make sure

that you a communicating what you intend to. Make sure to

never portray negative emotions—except in very rare cases

where they might be needed.

Remember that you represent our owners and their interests, not

our tenants. Usually those interests are aligned, but remember

that you are the liaison between our owners and our tenants. You

represent our owners and need to operate from an owner’s

perspective. That does not mean that you are “the boss” or that

you rule over our tenants lives, but that you treat our tenants as

valued customers while protecting the business.

Always be as consistent as possible. Consistently following the

same policies and procedures is always easier in the long run

than making exceptions. Tenants typically respond poorly to

inconsistencies.

When presented with a problem, try and see it through the

perspective of the tenant. Recognize that though their problem

may seem small, pathetic, or insignificant to you, it is very

important to them.

Never get emotionally involved with a situation. You’ll never

benefit by taking offense, getting upset, or playing on another’s



emotions. If a situation gets intense, remember that you can

respectively, yet firmly, ask people to leave and then come back

when emotions have calmed down.

When trying to solve a problem, make sure you fully understand

the problem before you try and address it.

When possible, reward those who help out, do something

special, or who go through unfortunate situations. Small things

like gift cards, emails, notes, candy, or a small approved rent

credit can go a long way to help maintain good tenant relations.

Always remember that it is fair easier to get a bad review then a

good review on social media.

Office Manager

General

The general purpose of the Office Manager is to oversee the

overall operations of Stadium Terrace Apartments. The Office Manager

Position is typically a full-time position that will typically require 30-40

hours per week. The Office Manager will oversee the Assistant Office

Manager, maintenance, the cleaning person, leasing, accounting, tenant

relations, reporting, and will assist in the day-to-day operations of the

office. In general, the “buck stops” with the Office Manager. The office

manager will work closely with the Assistant Office Manager to ensure

that the needed work gets done and that the complex is ran smoothly.

Responsibilities

Responsibilities of the Office Manager include the following:


when possible.

Complete all invoicing for tenants’ accounts both in QuickBooks

and in Room Choice according to outlined schedules.

Approve tenant applications.

Plan events and activities.

o If possible, some sort of activity or event should occur

monthly. (This could be as small as a box of hot

chocolate given to each apartment to a complex-wide

party).



o Typically, events should stay under $200 (but get

feedback and approval from the owners if you have a

special event in mind).

Approve invoices and receipts.

Report and manage payroll.

Make needed purchases for supplies.

Get prior approval from the owners for work orders (e.g.,

remodels or other projects), events, or supplies totaling more

than $400.

Handel difficult tenant and other situations at the request of the

Assistant Office Manager and/or when they come to your

attention.

Handle tenant problems or contract violations (e.g., honor code

violations, evictions, legal problems, etc.).

Respond to emails, phone, calls, and other communications in a

timely and professional manner.

Oversee maintenance.

Maintain the web sites and social media accounts.

Produce needed documents, flyers, signage, etc.

Follow all cash and payment handling policies and procedures.

Conduct daily walks around the property.

Maintain regular office hours.

Oversee BYU Off Campus Housing reporting and relations.

Send required reports to the Accountants according the outlined

schedule.

Send required reports to the Owners according the outlined

schedule.

Assume the role of the cleaning person if there is not one

currently hired.

Any other task, duty, or responsibility that may present itself and

is not covered in any of this material.

Reporting

The office manager will report directly to the owners and accountants.

The owners should be sent a weekly report and should be contacted

about especially difficult situations (e.g., evictions, expensive purchases,

costly repairs, etc.). The accountants should receive weekly and monthly

reports involving all purchases, payroll, invoices, and receipts.



Recommendations

Recommendations for the Office Manger include the following:

See the recommendations for the Assistant Office Manager (all

of those apply to the Office Manager)

Don’t be afraid to ask questions. Use the accountants and the

owners as a resource when needed. Also, do your homework

when you are presented with new challenges.

Be very familiar with the contract documents and forms. Our

lease agreements, our forms, and the BYU Off Campus Housing

Handbook will typically answer most questions you may have.

Be creative and don’t be afraid to make improvements.

Be consistent and hold your ground when you know you are

right. However, value others opinions and always take them into

consideration. Your staff and the others you interact with all

have differing expertise, skills, perspectives, talents, and

resources—use then to your advantage.

Develop your relationships with those around you so that you

can get the help you need when you need it and so that you can

enjoy your job.

Look for opportunities to let tenants and staff to know that they

are appreciated.

Never be above doing anything you ask anyone else to do.

Lead by example and your relationships—not by force of

coercion unless you don’t have any other option.

Take responsibility for what goes on in the complex. Though

somethings may not be directly your fault, you are responsible.

Accept that responsibility and defend your staff while being

honest about shortcomings and failings.

Remember to follow up on commitments and do what you are

say you are going to do.

Promptly deal with difficult situations. They typically do not get

better with time or if left alone.

Always be respectful and remember to communicate clearly,

effectively, and professionally.

Take pride in your work and enjoy your job.



New Hire Information

It is always an exciting time when a new person joins our team. Do

everything you can to make a new hire’s first few weeks as positive as

possible. Remember that one of your key roles as a manager is to build

up the people around you.

New Hire Paperwork

In general, each new employee will need to fill out the following:

Employment Eligibility Verification form (I-9)

o The new employee will need to provide proof of

authorization to work in the U.S. Typically, an employee

will provide either (1) BOTH their driver’s license AND

Social Security Card or (2) their U.S. Passport.

However, as indicated on the I-9 form, other documents

work to prove authorization to work in the U.S.

o Whatever documents are provided, they will need to be

scanned and emailed to the accountants and a photocopy

should be kept in the employee’s folder.

Employee’s Withholding Allowance Certificate (W-4)

Direct Deposit Form

o The new employee will need to provide a voided-blank

check along with this form.

New Hire Resources

In general, a new hire should be given the following on their first day of

work:

A copy of the Employee Handbook.

A time card.

Any applicable keys, login information, or account information.

Role Specific New Hire Information

The flowing is role specific information about information, items, or

procedures that should be given or take place for a new hire:

Onsite Couple

Should be given a Master key. Like for all keys, a key agreement

form should fill out so that their key can be tracked.



Should be given three months of blank Weekly Onsite Couple’s

Reports.

Cleaning Person



Should be given a copy of the Cleaning Check job packets.

Should be shown where the cleaning supplies are located in the

Maintenance closet.

Maintenance Technician



The process should be quickly initiated with the Owners to get

the new Maintenance Technician a company credit card.

(Typically the credit limit is set to $500).

An account should be created for the maintenance technician for

stprovo.com to view maintenance requests.

The maintenance technician’s email should be added to the

Maintenance Request form’s email notification list.

The new technician should be shown the maintenance closet and

the onsite storage facilities.

Assistant Office Manager



Should be given a tour of the property Should request a new username and password for QuickBooks

for the new assistant office manager with the Accountants.

Office Manager



The process should be quickly initiated with the Owners to get

the new Office Manager a company credit card. (Typically the

credit limit is set to $1,000).

Contact BYU Off-Campus housing and new office manager that

needs to have access to the BYU Off-Campus Housing portal.

BYU Off-Campus Housing will assist in getting things set up,

but in general they will help with the following:



o A BYU net id will need to be created for the new office

manager. The office manager will also need to take a

BYU off-campus housing test. Doing so will enable the

office manager to complete the required BYU housing

verifications.

Should be given a tour of the property.

Should request a new username and password for QuickBooks

for the new office manager with the Accountants.

Payroll

Payroll needs to be done and sent to our accountants every two weeks.

Payroll is due first thing Monday morning on the start of a new pay

period. Please following the following procedure to complete payroll:

1. Ensure that all time cards are turned in at the end of the pay

period.

2. Open the Payroll Summary Excel file.

3. Update the dates in the Excel file to indicate the applicable date

ranges by clicking on the “New Period” button and entering the

first day of the pay period. Also, select the name of the employee

completing the report.

4. Enter in the hours worked for each employee in the applicable

table for each work week (i.e., Week 1 and Weeks 2) by the day

the work was completed.

5. The total amounts worked should auto-populate in the total

columns and on the Summary page.

6. Print the report to a pdf file.

7. Scan the individual time cards into the computer and then email

the report and time cards to the accountants.

8. Staple the report to the period’s time cards and file the report in

the time Payroll folder for the current year.



PA

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Cash and Payment Handling Policies

and Procedures

27

Cash 28

Gift Cards 30

Checks 31

Online Payments 33

Stprovo.com Payments 33

Stprovo.com Payments Errors and

Reporting

35

Room Choice Payments 36

Rent and Charges 39



Cash and Payment Handling Policies and Procedures

Please recognize and be comfortable with the fact that you will

be responsible for large amounts of cash, check, and online payments.

Carefully following the outlined cash and payment handling procedures

will help project you, the company, and our tenants. Following these

procures will help ensure that a payment is never lost, that questions can

be quickly answered, and that all money received is easily accounted for.

Making Bank Deposits

Whenever making a cash or check deposit at the bank please observe the

following:

Before going to the bank, always double check your cash and

checks to ensure that the stated amounts on your QuickBooks

deposit form matches what you actually have.

Always make separate cash and check deposit forms in

QuickBooks and as deposits at the bank.

Always double check to make sure the written and numerical

amounts on all checks match.

Bring the QuickBooks deposit forms with you to verify that the

records match.

Make sure you have the correct account number.

Always check with the teller that they have the right account

pulled up. It should be Aspen Oak Management, Stadium

Terrace LLC.

Make sure ALL deposits are deposited into checking

Make sure to ask the teller to keep the coin deposits under $200.

We are charged a 10 percent fee if the deposit is over $200.

Entering Payments into QuickBooks and Room Choice

When entering payments into QuickBooks or Room Choice please

observe the following general principles:

Make sure the correct payment method is selected (i.e.,

“cash” for cash, “wire” for Room Choice payments, etc.)

Make sure the payment is being recorded with the correct

date. Imputing payments under the wrong date is an easy

mistake in QuickBooks and Room Choice.



Double check the payment amount being entered.

Always include the check number or transaction number.

Cash 0

You will receive cash for (1) rent payments and (2) from the coin-

operated laundry. Cash should always be secured, accounted for, kept out

of sight, and kept to a minimal amount on site.

Rent Payments

A good number of our tenants pay their rent in cash. Please carefully

observe the following rules and procedures when receiving cash rent

payments:

We cannot make change for cash payments. Help tenants

understand that we cannot give or make change for tenants

wishing to pay their rent in cash. Making change has a tendency

to lead to mistakes and errors in our cash deposits. In addition,

we try to only keep a limited, fixed amount of cash on hand that

does not enable us to make change. Any cash paid in excess of a

tenant’s balance is automatically credited to their account.

Always give the tenant a receipt for a cash payment. Always

record a cash payment in the receipt log—even if the tenant

is not present or if they do not want a receipt. The receipt log

will be invaluable for tracking cash payments if there happens to

be a discrepancy when you go to make a deposit.

If possible, immediately record the cash payment in

QuickBooks AND in Room Choice. Always make sure to enter

the payment in both QuickBooks and Room Choice. It is vital

that both records match. Likewise, make sure the “Cash” is

selected as the method of payment when entering a cash payment

in both QuickBooks and in Room Choice.

During operating hours, all cash payments should be

immediately placed in the bank bag.

During operating hours, the bank bag should be kept out of

sight from tenants and kept in a secure drawer.

At the end of the day, a bank deposit form should be created

in QuickBooks for any cash received (this should be a

separate form from the deposit form created for any checks



received). If possible, the cash collected should be deposited at

the bank that day. If the Bank is closed, the printed deposit form

should be sealed with the cash in the safe and then deposited the

next business day.

After any cash is deposited at the bank, the bank deposit

receipt should be taped to the bank deposit form generated

by QuickBooks. Then the bank deposit form should be

emailed to the accountants and then filed in the Bank Deposit

folder for the current year.

After the office is closed, all un-deposited cash should be

secured in the safe with the associated QuickBooks generated

deposit form.

Cash Received from the Coin Operated Laundry

Money from the laundry room should be collected weekly—typically

this is done on Wednesdays. Please carefully observe the following rules

and procedures when collecting cash from the laundry:

Remember to empty the coin drawers for each washer and dryer

at least once a week.

Collect any cash from the quarter machine.

Refill the quarter machine with quarters collected from the

washers and dryers.

Count and record the amount of cash collected from the quarter

machine on the Laundry Money Collection Form.

Deposit all of the collected cash from the quarter machine and up

to $200 of the collected quarters into the company's checking

account the day the Laundry money is collected. We are charged

a 10% fee for depositing coin in excess of $200 dollars. Always

ask the teller to keep the coin deposit to under $200.

Tape the bank deposit receipt to the Laundry Money Collection

Form.

Fill out any remaining information on the Laundry Money

Collection Form.

Scan and then email the Laundry Money Collection Form to the

accountants.

After the Laundry Money Collection Form has been sent to the

accountants, file the form in the Bank Deposit folder for the

current year in the filing cabinet.



Any quarters in excess of the $200 daily deposit limit should be

stored in the lockable closet and deposited the next business day

along with a separate Laundry Money Collections Form. This

Laundry Money Collections Form also needs to be sent to the

accountants.

If for any reason there is a need to store quarters (e.g., saving

quarters for an event like the annual Easter Egg hunt), those

quarters should be stored at all times in the lockable closet. As

soon as the reason for storing quarters has passed or once a target

amount is reached, any excess quarters should be deposited daily

at $200 increments until there is no longer an excess of quarters.

Petty Cash

Per policy, we keep $100 in “petty cash” on hand at all times. This petty

cash should be kept in the money box inside the safe at all times. The

petty cash fund is typically comprised of small change totaling $100. The

purpose of the petty cash fund is to cover emergency expenses or unique

situations when cash might be required. Because those authorized to

make purchases have company credit cards, only under extremely rare

instances should petty cash be used. However, please observe the

following in regards to petty cash:

Petty Cash should be counted and recorded in the Petty Cash

Log each week

Any withdrawals or deposits into the petty cash fund must be

recorded in the Petty Cash Log and approved by the Office

manager

In the event that petty cash is used, the petty cash fund should be

replenished from cash received from Laundry.

Petty cash replenishment MUST be noted on both the Petty Cash

Log and on the associated Laundry Money Collections Form.

Gift Cards 0

Gift cards are an excellent way to reward or compensate tenants.

However, gift cards should be treated like cash and accounted for in a

similar way. Please observe the following in regards to gift cards:

Gift cards should always be secured with the petty cash in the

cash box.



Gift cards must be tracked via the gift card log

Total value of gift cards on hand should not exceed $200.

Checks 0

A good number of our tenants pay their rent with checks. Please

carefully observe the following rules and procedures when receiving

check rent payments:

When a check is received, always verify that the written and

the numeric amounts on the check matches. In general, if

there is a discrepancy, ask the tenant for a new check and then

void and then destroy the old check. In the event of a

discrepancy, the bank can only deposit the check for the written

amount.

If possible, immediately enter the payment in QuickBooks

and Room Choice.

Always make sure to enter the check number along with the

payment in both Room Choice and QuickBooks.

Once the check has been entered into both Room Choice and

QuickBooks, endorse the check with the stamp. In the event

the stamp is no longer available, write “Deposit Only” and the

account number on the endorse section on the back of each

check.

Once the check payment has been entered and endorsed,

place the check in the bank bag along with any cash received

that day.

During operating hours, the bank bag should be kept out of

sight from tenants and kept in a secure drawer.

At the end of the day, a bank deposit form should be created

in QuickBooks for any checks received (this should be a

separate form from the deposit form created for any cash

received). If possible, the checks collected should be deposited

at the bank that day. If the Bank is closed, the printed deposit

form should be sealed with the checks in the safe and then

deposited the next business day.

Before checks are deposited at the bank, the checks should

be copied and the copies should be attached to the



QuickBooks deposit form. The pages of copied checks do not

need to be sent to the accounts.

After any checks are deposited at the bank, the bank deposit

receipt should be taped to the bank deposit form generated

by QuickBooks. Then the bank deposit form should be

emailed to the accountants and then filed in the Bank Deposit

folder for the current year.

After the office is closed, all un-deposited checks should be

secured in the safe with the associated QuickBooks generated

deposit form.

Failed Check Payments

Once in a while, we will be notified by mail or email that a check has

bounced or, if the tenant banks at the same bank we are making the

deposit at, the bank will refuse a check because they can see that there

are insufficient funds in the tenant’s account. As soon as a failed

payment has been discovered, you will need to (1) adjust the tenant’s

accounts in QuickBooks and Room Choice and (2) notify the tenant.

Accounting for a Failed Check Payment in QuickBooks

Once the failed check payment has been identified, you will need to

account for it in QuickBooks. Please follow the following steps for

accounting for a failed payment:

1. Select the Tenant’s account

2. Under “New Transactions,” select “Statement Charges”

3. The item code is “nsfcc”

4. Enter the rate as the amount of the failed check payment

5. Add the original check number in the description section

6. The Class is Stadium Terrace

7. Record the charge

Per policy, there is a $20 fee for when a payment fails. To input that fee,

follow the same steps for accounting for the failed payment except the

item code is “nsff” and the rate should auto populate.



Accounting for a Failed Check Payment in Room Choice

Once the failed check payment has been identified, you will need to

account for it in Room Choice. Please follow the following steps for



2. Select “Add Charge”

3. Input the amount of the failed payment

4. Select the “Other” category

5. For the description, input “Failed Check Payment”

6. Set the effective date as the same day you are inputting the

charge

7. Similarly, create a second charge for the $20 failed payment fee.

8. For the description, input “Failed Payment Fee”

Online Payments 0

Currently, tenants can pay their rent online in two places. One is on our

stprovo.com site and is hosted by Zion’s Bank Treasury Gateway. The

other is through Room Choice. It is crucial to account for these payments

correctly in QuickBooks. QuickBooks is the “official” record used by

our accountants, owners, and management.

Failed Online Payments

Once in a while, we will be notified typically be email that an online

payment has failed. As soon as a failed payment has been discovered,

you will need to (1) adjust the tenant’s accounts in QuickBooks and

Room Choice and (2) notify the tenant.

Stprovo.com Payments 0

When a tenant pays their rent on stprovo.com they use a form that

requires them to input their bank account number, routing number, and a

check number along with other personal information to make a direct

withdrawal from their bank account. In the form, the tenant must specify

the amount they wish to pay. When a payment is made, a detailed email

confirmation is sent to the office inbox and the email address provided

by the person making the payment. That confirmation email will include

the following important information:



Name of the person making the payment (this is not always the

tenant (e.g., family member of friend paying on the tenant’s

behalf)

The apartment number

The amount paid

Transaction number

Notes (which is typically only used when someone else is paying

the rent for someone else and they specify who it is for)

Please regard the following about payments made through stprovo.com:

Sometimes you may need to deduce who a payment is made for

(e.g., if Mary Jackson made a payment for apartment 42—which

is a male apartment—you would search the last name “Jackson”

and find that there is a David Jackson who lives in apartment

42).

A confirmation email does not guarantee that the payment went

through. The confirmation email is sent immediately after the

form is submitted. However, the bank still needs to communicate

with the payee’s bank to ensure that the correct account

information was provided or that there are sufficient funds in the

account to cover the transaction. Nevertheless, in regards to our

accounting policies, an online payment is immediately entered

into QuickBooks with the assumption that the payment will go

through. What to do if a payment fails will be discussed later.

Managing Online Payment Notifications

Because the office inbox receives many emails each day, it is important

to organize online payments into the correct folders so that we can easily

account for if a payment has been entered in QuickBooks and Room

Choice yet. Please follow the following steps to organize and manage

stprovo.com online payment notifications:

At the beginning of each month, delete all of the emails in the

“Old Online Payments” folder. (Don’t worry, they will still be

available in the trash can for potentially years)

At the beginning of each month and after deleting all of the

emails in the “Old Online Payments” folder, move all of the

emails in the “New Online Payments” into the “Old Online

Payments” folder.



When a new email notification is received from the stprvo.com

site (not Room Choice), move the email into the “New Online

Payments” folder.

Once the payment has been entered into both QuickBooks, flag

the email

Once the payment has been entered into Room Choice, mark the

email as complete

Following this process will help ensure that payments are never lost and

that they are entered into both QuickBooks and Room Choice.

Entering Stprovo.com Payments into QuickBooks

Entering payments into QuickBooks is very similar to entering any other

type of payment. Please keep the following in mind when entering

stprovo.com payments into QuickBooks:

Verify that the right date is indicated for the payment

Verify that the amount entered matches the amount in the

confirmation email

Select “Online Payment” as the payment method. Do not select

“E-Check”

Entering Stprovo.com Payments into Room Choice

Entering payments into Room Choice is very similar to entering any

other type of payment. Please keep the following in mind when entering

stprovo.com payments into Room Choice:



confirmation email

Select “Check” as the method of payment

The required check number is the transaction ID.

Stprovo.com Payments Errors and Reporting

If an online payment fails, a generic email is sent to the office inbox. The

email does not indicate which payment failed, but only that a payment

failed. To identify the payment, you will need to login to the Treasury

Gateway through the Zion’s bank account. Once you are logged in, the

“Payment Alerts” option should enable you to quickly identify the failed

payment.



Accounting for a Failed Stprovo.com Payment in QuickBooks

Once the failed payment has been identified, you will need to account for

it in QuickBooks. Please follow the following steps for accounting for a

failed payment:



3. The item code is “opf”

4. Enter the rate as the amount of the failed payment

5. The Class as Stadium Terrace





Accounting for a Failed Stprovo.com Payment in Room Choice

Once the failed payment has been identified, you will need to account for

it in Room Choice. Please follow the following steps for accounting for a

failed payment:



3. Input the amount of the failed payment

4. Select the “Other” category

5. For the description, input “Failed Online Payment”


charge

7. Similarly, create a second charge for the $20 failed payment fee.

8. Select the “Fee” category


Room Choice Payments 0

Room Choice allows tenants to view their account balances and pay their

rent at any time. However, it is important to note how Room Choice

works. We have contracted with Room Choice to provided their services.

Room Choice generates their revenue through processing and other fees

tenants pay to use their site. Therefore, not all of the money a tenant will

pay to pay their rent or to sign up will come to us. In essence, tenants



make their payments to Room Choice and then Room Choice deposits

our potion of the money paid into our bank account. Charges that we

receive the full value for include the following:

Deposits

The Application Processing fees

Rent Charges

Other Charges we have made on tenants’ accounts

Charges that Room Choice makes that we do not receive include the

following:

Reservation fees

Bank or Credit Card processing fees

Transaction fees

When looking at a tenant’s ledger and a specific payment, you can tell

what we have received by the amount stated in the “Amount” column.

However, the memo will note the total amount the tenant paid.

Room Choice Payment Methods

One of the advantages of Room Choice is that it enables tenants to pay

their rent or other fees via the following:

Credit/Debit Cards

Direct bank withdrawal

Automatic payments

However, tenants should be aware that Room Choice does charge a small

fee for those services.

Room Choice Payment Notifications

Similar to stprovo.com payments, when a tenant makes a payment on the

Room Choice web site, the office inbox should receive an email

notification. Room Choice has already recorded this payment and you

will not need to record anything in Room Choice. However, you will

need to account for the payment in QuickBooks. To manage Room

Choice payment notifications, you will follow similar notification

managing practices as will strpovo.com payments. To manage Room

Choice payment notifications, please do the following:

At the beginning of each month, delete all of the emails in the

“Old Room Choice Payments” folder. (Don’t worry, they will

still be available in the trash can for potentially years)



At the beginning of each month and after deleting all of the

emails in the “Old Room Choice Payments” folder, move all of

the emails in the “New Room Choice Payments” into the “Old

Room Choice Payments” folder.

When a new email notification is received from Room Choice

(not stproo.com), move the email into the “New Room Choice

Payments” folder.

Once the payment has been entered into both QuickBooks, mark

the email as complete

Following this process will help ensure that payments are never lost and

that they are entered into QuickBooks.

Entering Room Choice payments into QuickBooks

Entering Room Choice payments into QuickBooks is very similar to

entering any other type of payment. Please keep the following in mind

when entering Room Choice payments into QuickBooks:



confirmation email

Select “Wire” as the payment method. Do not select “E-Check”

or “Online Payment”

Accounting for a Failed Room Choice Payment in QuickBooks

Once the failed Room Choice payment has been identified, you will need

to account for it in QuickBooks. Please follow the following steps for




3. The item code is “opf”

4. Enter the rate as the amount of the failed payment

5. The Class as Stadium Terrace







Accounting for a failed Room Choice Payment in Room Choice

The transaction reversal should automatically take place. However, you

will need to add the $20 payment failure fee.



3. Input the amount as $20

4. Select the “Fee” category



charge

Rent and Charges

One of the most important functions of the office is to ensure that rents

and fees are properly charged and collected.

Monthly Rent

Rent is due on the first day of every month. However, tenants have until

the fifth day of the month to pay their rent without a late fee. If the fifth

is over a weekend or a holiday, then rent should be extended to the next

business day. “Rent” is comprised of a tenant’s monthly rent rate and the

monthly utility charge.

Rent

In Room Choice, a tenant’s rent schedule should already be

programed (always double check to make sure it is correct). In

QuickBooks, you will need to enter the rent charges each month. In

QuickBooks, tenants accounts are coded in a way that should help you

quickly determine their rent rate. For example, John Doe’s account name

is John Doe f0s99u99f264. The first “f” indicates the past Fall/Winter

rent rate, the “s” indicates the Spring rent rate, the “u” indicates the

Summer rent rate, and the last “f” indicates the upcoming or current

Fall/Winter rent rate. So in the case of John Doe, he moved in during the

Spring term and, if it is now Fall term, he would be charged $264 for

rent. Entering the rent charges in QuickBooks is much the same as

adding any other charge. There should be an item or charge code for each

associated rent rate (i.e., typing in “249” in the item section should

generate a $249 rent charge).



Utilities

Utilities for gas and electricity are averaged out amongst all of

the current tenants. Our accountants receive all of the individual

apartment utility bills and input the charges into an Excel spreadsheet

entitled “Continuous Utility Spreadsheet.” Once you have received the

updated spreadsheet from the accountants, all you should need to do is

enter the total number of current tenants in the associated cell in the

spreadsheet. The spreadsheet should generate the total monthly utility

charge and the gas and electricity breakout. You will need to add the

utility charge to each account in BOTH QuickBooks and Room Choice.

In QuickBooks, you will need to update the Utility charge code

with the current month’s information. To update the Utility charge code,

follow the following steps:

1. Go to the “Lists” tab toward the top of the screen

2. Click “Item List”

3. Double click on the “utils20XX” (e.g., utils2016 for 2016)

code.

4. Change the rate to the total utility charge

5. Update the descriptions section with the electricity and gas

breakouts.

6. Save the changes made

Now that the charge code has been updated, you will need to charge each

tenant’s account. However, because you have updated the utils20XX

charge code, all you should need to do is enter the code in the item

section for each statement charge and the correct utilities charge should

generate.

Creating Statements

Each tenant should be given a paper rent statement no later than the first

of each month. The rent statements are created in QuickBooks and

should include all of the charges that took place over the last month. To

create rent statements, please follow the following instructions:

1. In QuickBooks, click on the “Customers” tab.

2. Select “Create Statements”

3. Change the statement date to be effective as of today

4. Change the Statement Period to the first day of the last month to

the first day of the current month (e.g., 3/01/20XX to



4/01/20XX). In the event you are entering rent and utility

charges late, then make use the statement period is set to include

the day the rent charges were assessed to tenants’ accounts.

5. Select the “Multiple Customer’s” option.

6. Select all of the current tenants. (i.e., all of the tenants without a

“1” of a “z” in front of their name)

7. Print the selected group to pdf. If you print the statements

directly from QuickBooks to the printer, then only about 50-60

of the statements will print.

8. Open the pdf file.

9. Print the pdf file. (All of the statements should print)

10. Fold the statements so that only the top of the statement is

showing with the tenant’s name and apartment number.

11. Sort the statements by apartment number.

12. Deliver the statements to each apartment. (i.e., leave statements

on the paper clip outside each apartment door)

Tip: Always double check the dates to make sure they are capturing

the intended period.

Fee Structure

In general, always remember that we are not in the business of

charging extra fees. Extra fees should only be charged when necessary

and because the situation warrants it. Also, remember that our fee

structure is outlined in our contract. We contractually cannot charge fees

outside of what is stated there (no making up new fees). The only time

we can add new fees is when we update the contract. If a new fee is

created, by our BYU contract, it must be reasonable and the amount must

be in proportion the actual harm, damage, or inconvenience created.

However, it is important to be consistent in how you apply fees. Only in

rare cases or if you have made a sincere mistake should a fee be removed

once it has been assessed. Remember that the purpose of fees are to (1)

discourage bad behavior or to incentivize tenants and (2) to recoup the

cost of having to pay employees to things that they shouldn’t have to be

doing.

The current fee structure is as follows:

Failed Cleaning Check or Re-Check fee: $5

Late Rent Payment: $50



Failed the second cleaning re-check: $25

Professional cleaner: $25 flat rate plus $25 per hour beyond the

first hour

Parking Violation: $25

Parking Boot: $40

Lost key: $15

Damage to the apartment: $25 per hour of labor plus materials

Items in the furnace closet: $20 per item per tenant (e.g., two

items with six tenants would be $40 per tenant for a total of $240

in combined fees)

Improper check-out (i.e., not following the instructions given in

the check-out form): $50

Not turning in a bicycle or vehicle sticker at check out: $25each

Not turning a self-addressed and stamped envelope at check out:

$5

Failing a special bedbug cleaning check: $40

Security deposit: $150

Carpet Cleaning: $15 per semester (up to three semesters or $45

total)

Flat utility charge (or “zutility”): $15

Contract Processing fee: $40

Last Month’s rent: The value of the last month’s rent for the

contract period singed.

Early Check-In: $15 per day

Payment Arrangements

Payment arrangements are a tool to help a tenant pay their rent

and other charges. It should be used sparingly and with careful judgment.

Once a payment arrangement has been reached, it should be strictly

followed. In general, a payment arrangement should not be used to

retroactively remove fees or charges, but should be used to prevent future

fees or action. Payment arrangements should be made by using the

Payment Arrangement form. Both you and the tenant should have a copy

of this form. The tenant must understand that the form is binding and

must understand the consequences for not abiding by the agreement

made. Typically, if a tenant fails to abide by a payment arrangement, any

late fees or actions that would have taken place had the agreement not

been entered into immediately come into effect.



Late Payments

Rent is considered late after the 5th of each month. However, in

the event that rent statements are distributed late or if the 5th falls on a

date in which the office is closed, it is generally good practice to delay

applying late fees until the next business day. The late fee is $50 and

should be assessed on tenant’ accounts with outstanding balances greater

than $50. Only in extreme and rare cases should you not charge a $50

late fee. Typically, only in extreme situations where things were truly out

of the tenant’s control or in situations where you would not expect a

reasonable person to make arrangements to pay rent should you waive a

late fee. Pay days and other issues that indicate a tenant’s irresponsibility

do not merit having a late fee waived. The only standard exception to late

fees is if a payment agreement has been reached, documented, and is

being followed.

Once a late fee has been assed, the tenant should be notified and

payment should be requested within 5 business days. If payment is not

received within 5 business days, the tenant should be warned that further

action may be required.

Outstanding Balances

Carefully monitor tenants’ accounts to ensure that tenants do not

develop large outstanding balances. The vast majority of tenants will pay

their rent on time, but on occasion you will have tenants who lack the

maturity and responsibility to either pay their rent on time or

communicate with you that there is a problem. As such, it is a disservice

to the tenant and to our business to let tenants develop a large

outstanding balance. Odds are if a tenant cannot pay their rent right now,

it is not going to get easier for them as the balance grows. As such, you

will need to take the initiative to ensure that payment is received.

The ultimate end result of a tenant not paying their rent should

result in eviction. It is unlikely that we will recover the amount owned,

but it is important that we get a new tenant into that apartment who will

pay rent as soon as possible. Eviction is a long and detailed-oriented

process (if fought by the tenant) that you should consult the owners about

if you actually need to pursue it. However, by following the following

procedures you will have completed the necessary steps in the event that

eviction is required:



1. After the 5th of the month, rent is typically considered past-

due.

2. On the 6th of the month, or preceding working day, late fees

should be assessed on all accounts with an unapproved

outstanding balance greater than $50.

3. On the 6th or associated day, tenants should receive a written

notice (email can suffice but a hard copy is preferable)

stating their unpaid balance, that a late fee has been assessed

and that payment needs to be received within one week to

avoided any further action. A specific due date should be

stated.

4. On the 13th or associated day, tenants will an outstanding

balance should receive a formal collection notice on their

door. This notice should state the amount immediately due

and that if the amount is not paid within 48 hours that

eviction will be sought.

5. At this point, if not already done, you should consult with

our owners to determine if and how the owners will seek

repayment or if they wish to seek eviction.

6. 48 hours later, Eviction notices should be served to the

tenant. This should be a “3-Day to Pay or Quit” eviction

notice that should be obtained online from the State of Utah.

The website will also give instructions on how this notice

should be served.

7. Along with the Eviction notice, the tenant should be given

all relevant instructions for checking out of their apartment if

they choose to leave. These instructions should include a

strong reminder of the tenant’s obligation to still pay any

debts and that payment will still be sought.

8. If the tenant wishes to fight the eviction, then most likely the

issue will need to go to court. At this point, you should

consult with our owners for further instructions.

Keep in mind that if a tenant cannot or will not pay their rent, it

is unlikely that we will ever recover payment. That is why letting the

problem grow is such a disservice. By contact, we can submit a tenant’s

account to a collections agency. Before doing so, consult with our

owners. Again, by so doing, we will likely not recover payment.

However, submitting the account to a collections agency will hurt the

tenant’s credit, and thus could provide a “real life” lesson or a means to



“get even” with the tenant. In any case, do all you can to keep in close

communication with tenants who are struggling to pay rent and act fast.

You are far more likely to obtain payment if the amount is small and

quickly dealt with. Tenants who consistently fail to pay their rent on time

and who especially have outstanding balances should not be permitted to

renew their leases.



OF

FIC

E P

RO

CE

DU

RE

S

Office Opening Procedures 47

Office Closing Procedures 47

Reporting Schedule 48

QuickBooks Helps 53

Stprovo.com 56

Approving Applications 57

Move-in Day 63

Move-out Day 66

Buying and Selling Contracts 71

Transition Between Semesters in

QuickBooks

72

Typical Month Schedule 75

Yearly Planning 76

Outlook Emails and Contacts 76

Managing Tenant’s Files 77

BYU Off-Campus Housing 78

Pest Control 79

Advertising 80

Show Apartments 81

Events 81



Office Opening Procedures

Properly opening the office will ensure that (1) things are properly

accounted for and (2) that important details are not left undone. Please

follow the following procedures for opening the office:

The person opening the office should arrive no later than 15

minutes prior to the scheduled opening time.

The office should be inspected to ensure that everything is in its

corrects place.

Clean as needed

o The office should always appear neat, clean, v and

organized.

Restart the computer

Unlock the cabinets and drawers

Open the safe and count any money. Verify the totals with the

associated logs or reports.

Re-secure petty cash and any other money not being

immediately deposited in the safe.

Lock the safe

Deposit any money ready to be deposited from the previous

business day at the bank

Check the voicemail

Check the mail

Open Outlook

Open the Remote Desktop and open QuickBooks

Unlock the door, open the windows, and remove the closed sign

no later than the posted opening time.

Have a great and productive day!

Office Closing Procedures

Properly closing the office will ensure that (1) things are properly

accounted for and (2) that important details are not left undone. Please

follow the following procedures for closing the office:

Lock the doors, close the window shades and put up the closed

sign.

Close QuickBooks in the Remote Desktop

Log Off of the Remote Desktop (do not just “Exit”)



Close any open programs on the actual office computer (except

Outlook if there are emails still pending to be sent)

Turn off the computer monitors

Turn off the keyboard and mouse

Wipe down chairs, counters, keyboard, mouse, phone, etc.

Take out the trash if it is more than ¾ full

Secure any un-deposited money in the safe

Secure and/or file any documents on the desk

Lock the safe and the closet door

Make sure the closet and safe keys are in the lockable cupboard

Lock all lockable cupboards and drawers

Make sure the door into the clubhouse is locked

Turn off the lights

Lock the main door

Have a great night!

Reporting Schedule

As an Office Manager, you will need to send key reports to (1) our

owners, (2) our accountants, and (3) to BYU Off-Campus Housing.

Please note the following reports, what they entail, and when they are

due:

Our Owners

The reports we send to our owners allow them to track contract sales and

enable us to give regular updates about the property. Please make sure

the information provided is (1) accurate and (2) beneficial and relevant.

The main report we send to our owners in entitled the “Weekly Report”.

It is an excel file we update and send to our owners each week. For each

week, the number of contracts sold for each contract period should be

entered and a brief summary should be written regarding the previous

week. The report should be saved and then emailed to our owners each

Monday.



Our Accountants

Sending the right reports on time is crucial for our accounting operations.

Ensuring at the reports we send are accurate saves our company a

significant amount of money. Needless mistakes create extra work for

our accountants and that extra time is billed to our owners.

Tips: In general, try and batch all the reports you need to send to the

accountants into one email. Doing so will save the accountants time and

energy. Also, make sure to use the folders to your advantage. Scanned

documents to be sent to the accountants should go to the “Scanned Files

Sent to the Accountants” folder. Once items have been sent, they should

be placed in a new folder with the folder name set as the date the files

were sent. That file should be moved to the “Sent” folder. Doing so will

help you keep track of what files you have sent and when you sent them.

The reports to be regularly sent to the accountants include the following:

Zion’s Bank All Transaction Report

o Frequency: Weekly—typically on Fridays and always

the last working day of the month.

o Purpose: Enables the accountants to deposit the rent

payments paid via stprovo.com through the Treasury

Gateway. The Accountants will double check this report

with the pending Online Payments to be deposited. The

amounts should always match up. If they don’t,

payments have been imputed incorrectly.

o Tips: Before sending the report, compare the un-

deposited Online payments in QuickBooks with the All

Transaction report. Make sure the date range on the

Report Schedule for the Accountants

Sun. Mon. Tues. Wed. Thurs. Fri. Sat.

Payroll

(bi-

weekly)

1. Zion’s Bank Report

2. Settlement Reports

3. Receipts

4. Bank Deposits

5. Invoices

6. Tenant Move Outs

Month End All reports (month-to-date) and unsent items



Zion’s Bank report matches the dates for the un-

deposited payments. If the amounts are not the same,

find the error by verifying that each payment on the bank

report has been inputted into QuickBooks. Also, double

check that any failed payments have properly been

reported. Once the errors are fixed, send the report to the

accountants.

o Creating the report: Log into the Zion’s bank account.

From Zion’s Bank homepage, login as a corporate

account. Enter the username and password. Enter the

six-digit token code. From the Treasury Gate way portal,

select “Anytime Payments.” Go to “Advanced Reports.”

Set the date range to the applicable range (for weekly

reports, this is from the oldest un-deposited online

payment to the current date. For the month’s end report,

this will be from the first of the month to the current

date). Select the “101” hyperlink for the “All Payments”

report. Print the page that generates to a pdf. Name the

Report as “Zion’s Bank Report mm.dd.yy” with the

associated dates (e.g., “Zion’s Bank Report 03.21.2016”

if the report was generated on March 21, 2016).

o One the report is created, email it to the accountants.

Room Choice Settlement Reports


the last day working day of the month.

o Purpose: The settlement reposts are automatically

created by Room Choice. Each settlement report

indicates each payment that was made and the sum total

being deposited into our bank account. On our bank

statements, we only see the total settlement amount. The

details of the settlement report indicate which tenants

paid and how much the individual payment was for. Like

the Zion’s Bank report, this report enables our accounts

to deposit the “wire” payments and verify that all of the

payments were imputed into QuickBooks correctly.

o Tips: Before sending the report, export the applicable

settlements into excel files and copy the data in to one

excel sheet. By doing so, you should quickly be able to

determine the total amount tenants have paid and you



should be able to compare that number with the total un-

deposited wire amount. These totals should match. If

they don’t, then payments have been imputed incorrectly

or missed. Find the errors before sending the report to

the accountants. Also, keep a long of the settlement

reports you have sent to the accounts. There should

already be an Excel log created in the “Scanned Files

Sent to the Accountants” folder.

o Creating the Report: To create the report, login into the

office Room Choice account. Go to the Accounting

section (the icon looks like a book). Click “Settlement

Reports.” You should see a list of all of the automatic

settlements Room Choice has sent to our bank account.

Select the settlement report you need to send to the

accounts. In the top left corner where it says “Settlement

#: XX” click the printer icon. Print the report to a pdf

file and name the file “Settlement XX_mm-dd-yy” with

the corresponding settlement number and date. (e.g.,

“Settlement 22_02-12-17”). You will need to do this for

each Settlement that has not been sent to the

accountants.

o Once the reports are created, email them to the

accountants.

Payroll

o Frequency: Bi-weekly and due on the Monday of each

new pay period.

o Purpose: To report to our accountants the hours worked

by all of the employees so that they can be paid.

o Tips: Use the Excel file entitled “ST Payroll”. The file is

a macro-enabled Excel that has been created to generate

the report more quickly.

o Creating the Report: To create the report, open the ST

Payroll Excel file. If a security warning comes up, press

“enable content.” First verify that the correct employees

are shown on the Summary Sheet. Enter or delete any

employees as needed. Next, open the “Breakout” sheet.

Press the “Clear Old Data” button. This will erase the

hours from the last pay period. Next, press the “New Pay

Period” button. Enter the first date for the new pay



period in a m/d/yyyy format (e.g., 3/2/2016). Doing so

will update all of the dates on the rest of the report. Next,

enter the hours worked for each week based on each

employee’s time sheet. Totals and the summary page

should be generated automatically. Next, print the entire

workbook. Then sign the three approved by signature

lines. Next, scan and email the report along with all of

the time sheets to the accountants. Finally, staple the

time sheets to the reports and file the report in the

payroll folder for the current year.

Bank Deposit Forms



o Purpose: To provide our accountants with a record of

deposits made into the bank account so they can verify

transactions as needed.

o Tips: Make sure to attach all bank deposit receipts to

their associated forms (e.g., the Laundry Collection

Form, or the QuickBooks deposit form)

o Sending the Forms: Scan the Bank deposit forms into

the computer and then email them to the accountants on

the appropriate day (i.e., Fridays).

o Filing the Forms: Once the forms have been scanned

into the computer, they should be filed in the Bank

Deposit folder for the current year in the filing cabinet.

Invoices and Receipts



o Purpose: To provide our accountants with a record of

receipts and invoices so they can verify transactions and

pay the invoices.

o Tips: Make sure to attach all receipts to the Purchase

Receipt Form.

o Sending the Forms: Scan the Purchase Receipt Forms

and any invoices into the computer and then email them

to the accountants on the appropriate day (i.e., Fridays).

In the same email, attach or forward any email receipts

for online purchases.



o Filing the Forms: Once the Purchase forms and

invoices have been scanned into the computer, they

should be filed in the Receipts folder for the current year

in the filing cabinet.

Tenant Move-Out Lists

o Frequency: Weekly or as needed—typically sent on

Fridays.

o Purpose: The purpose of this report is to inform the

accountants of tenants who have moved out and whose

accounts are ready for a refund check to be sent out.

o Tips: Always double check a tenant’s account to ensure

that all of the necessary charges and credits have been

entered in QuickBooks before including the name on the

list to send to the accountants. It is also important to

have a system in place to track tenants who have moved

out and those who are buying and selling contracts.

Excel can be a great tool to use to track the status of

tenant’s accounts who have moved out. In general, once

a tenant has moved out and is no longer obligated to pay

rent, in QuickBooks their customer name should be

updated with a “z” in front of their name (e.g., zJohn

Doe f0s0u0f264). Once their deposit check has been sent

out, the tenant’s customer name should be updated with

“zz” in front of their name (e.g., zzJohn Doe

f0sou0f264). Finally, remember, that Utah law requires

that a tenant should receive their refund check within 30

days of moving out.

o Creating the Report: All the accountants need is a list

of the names those whose accounts are ready for a

refund check to be issued. Depending on the length of

the list of names, this can easily be accomplished by

copying the list into an email or sending an excel file.

QuickBooks Helps

QuickBooks is an incredible tool that can make your life a lot

easier. QuickBooks primary function it to maintain tenants financial

accounts. Both the office staff and the accounting office use QuickBooks

(though in different ways) to manage the business. The QuickBooks file

we used is accessed through the Remote Desktop that is maintained by



our accounting office. If you ever have any questions or concerns about

QuickBooks, you should contact the accountants. Many of QuickBooks

functions have been previously discussed, but the following helps may

help you better utilize its functions:

Excel

Beyond QuickBooks obvious day-to-day functions and use, one

of the most power functions of QuickBooks is the ability to export

information into an Excel file. In general, learn all you can about Excel.

Excel can help you more efficiently tract information, produce

documents, and store information. Perhaps the more useful item you can

export from QuickBooks into Excel is the customer list. This file export

of all the tenants’ information into a single excel file. This file can help

you update Outlook Contacts, send out group-specific emails, create

documents and more.

Coding

How you code a tenant’s account will help you quickly digest

and find information. The codes used in QuickBooks are discussed

elsewhere, but the following may be some helpful reminders:

For determining current rent rates and contract terms understand the

following codes:

John Doe f0s0u0f264 = Fall/Winter contract and moved in

during the current Fall/Winter semester

John Doe f0s0u129f264 = Summer and Fall/Winter contract and

moved in during the Summer Semester

John Doe f0s99u9f264 = Spring/Summer and Fall/Winter

contract and moved in during the Spring Semester

John Doe f264s99u9f264 = Spring/Summer and Fall/Winter

contract and moved in during the last Fall/Winter semester or

before

John Doe f264s129u0f0 = Spring Semester and moved in during

the last Fall/Winter semester or before

John Doe f264s129u0f264 = Spring Semester and Fall/Winter

semester and moved in during the last Fall/Winter semester or

before



New Customers

After a contract is signed and the first payment given, create a new

customer in QuickBooks. Use Ctrl+J to view the Customer Center.

Highlight one of the current customers and use Ctrl+N to create a new

one. Enter the person's name with a 1 (meaning they haven't moved in

yet) in front and the contract code/pricing behind the name. Then fill in

the following fields:

Under Address Info

o First/Last Name: tenant's name in the First Name and

Last Name fields.

o Contact: institution (university or Institute) the person is

attending and their age

o Phone: phone number

o Fax: date the contract was processed; later enter the

tenant's key number and change to the date to the move

in date.

o Alt. Phone: car sticker number

o Alt. Contact: bike sticker number

o Email: email

o Cc: birthday

Under Additional Info

o Type: change to the tenant's apartment number once they

have moved in

o Terms: change to the tenant's apartment number once

they have moved in

o Rep: change this to reflect the contract period (ex: 2fsuf

means a full 2012 contract)

o Resale No.: group name, if the tenant is part of a group

living together

o Custom Fields: enter the tenant's apartment number next

to the designated contract period.

o Scroll down to PREFS and type in any preferences.

o Scroll down once more to Class and type "Stadium

Terrace."



Quick Keys

Using the following “Quick Keys” in QuickBooks may be helpful:

Alt+BD: Create a Bank Deposit

Ctrl+J: View the Customer Center

Ctrl+N: Create a New Customer

Alt+UM: Create Statements

Ctrl+T: Memorized transactions list (maintain charge codes and

amounts)

Stprovo.com

Our website is a powerful and key way to convey information to

prospective tenants and current tenants. Do all you can to ensure that our

website is (1) accurate, (2) helpful, and (3) looks professional. If there is

ever a problem with the website or email service, both are hosted through

our godaddy.com account. You can manage those services through their

webpage.

You the following may be helpful as you maintain the website:

The URL to access the website is stprovo.com/admin

The username is the office email and the password is “service”

In general, you should be able to update almost anything on our

website.

In general, never delete past pages, forms, files, snippets, or

information.

Always preview any changes made to see their effects.

Test hyperlinks and other features to ensure that they are

working properly.

In regards to hyperlinks, when linking an item to something on

our webpage, copy the web address as the hyperlink.

Remember that uploading pictures can be a powerful way to

overcome the website’s limited abilities. With pictures, make

sure the file is not too large. Otherwise it will not properly

upload.

If you are ever making significant changes to the website, first

back up the website.

You can create password protected pages



You can set up custom email alerts to any form

You can view form submittals under “Leads”

Carefully explore the website and use its features to your

advantage

Approving Applications

General Process

In general, we want to make sure that all of our tenants who live

here (1) have a plan on how to pay their rent, (2) are qualified to live

here via a BYU approved student status, (3) will abide by the BYU honor

code and BYU Housing Residential living standards, (4) do not have a

poor rental history, and (5) can pay the required-upfront money. These

five qualifications apply to both new applicants and current tenants

looking to renew their lease.

Currently, the actual application process is facilitated by Room

Choice. In Room Choice, new prospective tenants can apply for a lease

and current tenants can easily renew their lease. The “Sales Funnel” tab

in Room Choice will allow you to view and approve or deny

applications.

Plan to Pay Rent

New Applicants

As you can imagine, there are various way a student (our

tenants) may plan to obtain the money they need to pay rent. They may

be paying rent via a job, scholarship, loan, savings, or support from

friends or family, etc. We cannot, and do not, discriminate applicants on

the source of their rent payments. However, we do need to make sure

they have some short of viable plan in place. The application tries to

capture this information by asking the applicant if they are employed, by

asking for monthly income, and by asking who will be responsible for

the rent. However, if it is unclear how the applicant will pay rent, you

should contact them and ask for further clarification. In general, it is

fairly safe to assume that someone will not apply if they do not already

have a plan, but it is crucial to verify what that plan is. If you do not feel

confident that someone will be able to pay rent, then you should deny the



application and inform the application as to why the application was

denied.

Current Tenants

Typically, you can safely assume that current tenants have the

same plan in place for paying rent as they did when they first moved in.

However, check their payment history. If they have hade recent late

payments, then contract the tenant and ask them what their plan is for

paying rent.

Approved Student Status

Current Tenants and New Applicants

The flowing applies to both current tenants and new applicants.

In both cases, the tenant or applicant must state whether or not they are a

current student and which educational institution they attend.

As a BYU-Approved and contracted apartment complex, we

have to make sure that our tenants are qualified to live in BYU housing.

This is not just a BYU preference issue, but is actually a legal issue that

must be strictly followed. The following is an expert from our BYU Off-

Campus Housing Handbook that outlines who can live in BYU Off-

Campus Housing:

TENANTS QUALIFYING TO LIVE IN BYU CONTRACTED

STUDENT HOUSING

8.01. Not all tenants in the community are eligible to live in BYU

Contracted student housing. Owners must rent their BYU Contracted

student facilities only to single students as defined in this section and

remove any tenant not meeting the definition below:

1. Single students who are not now married and married persons

who are not, during the term of tenancy, residing with their legal

spouses and meet the following criteria are eligible to reside in

university contracted off campus housing:

a. All students who are enrolled in daytime and evening

BYU classes whether part or full-time.

b. Any student or applicant who has applied to BYU and

been accepted for enrollment (must in fact enroll)

c. Unmarried family members residing with a family

member who is a BYU student. The nonstudent family



member must be of the same gender as that of the

designation of the building.

d. Disabled persons who receive daily assistance from

BYU students with whom they live (same gender).

e. Single students of an educational institution which

provides jointly administered Title IX sex segregated

housing through common off campus landlords ((Utah

Valley University, Stevens Henager College, Provo

College, Paul Mitchell The School, Marinello Schools of

Beauty, Dallas Roberts Academy, Acaydia School of

Aesthetics, Nomen-Global Language Centers, American

Institute of Medical and Dental Technology,

Renaissance Academe De Hair Design, Selnate

International School).

f. Students enrolled in and attending at least 75% of

classes at an LDS institute program for credit.

2. Families: BYU Contracted housing is intended to house single

students. However, owners of university contracted dwelling

units are permitted to house families on a temporary basis during

Spring and Summer Terms when owners have difficulty filling

units with single students, provided the following policies are

adhered to:

a. In university-contracted housing, eligible families are

defined as two or more persons who share the legal

relationship of husband and wife of the opposite sex,

parent and child, legal guardian and child, or

grandparent and grandchild, or any persons who are

pregnant and who live and cook together in the same

dwelling unit.

b. All family members must abide by the BYU Residential

Living Standards whenever they are residents of

university-contracted housing.

c. Single parents with children must be consistent with the

university policy on separation of single men and

women by conforming to the gender designation of the

building in which they reside.

d. Families may not share a dwelling unit with single

persons who are not members of the family.



3. Individuals who have been evicted from BYU Housing or

dismissed or suspended from BYU or who have withdrawn from

BYU (in lieu of being suspended or dismissed) for nonacademic

reasons or who have been removed from university-contracted

housing for violating the Honor Code or Residential Living

Standards, or who have been banned from BYU are not eligible

to live in contracted housing until cleared by the Off Campus

Housing Office.

Our application tries to determine is an applicant applies the above

requirements by asking if the applicant is a current student and for them

to specify which educational institution they attend. If an application

does not specify on their application if they are a current student or if

they state that they are not a current student, contact the applicant for

further clarification. If an applicant is not a current student or does not

meet any of the other above exceptions, then typically the easiest

solution is to have the applicant enroll in LDS institute. LDS institute is

free of charge and is typically once a week in the evenings. However,

keep in mind and inform the applicant that they will need to produce

proof of enrollment and attendance. As you approve applications, keep in

mind that you will need to report the student status of each tenant to

BYU Off-Campus housing each semester. If an applicant does not meet

BYU’s student status requirements, the application should be denied and

the applicant should be informed as to the reason.

BYU Honor Code and Residential Living Standards

Current Tenants and New Applicants

The following applies to both current tenants and new applicants.

However, for current tenants, you will not need to contact references.

Rather you should stress to tenants on a continual basis the importance of

abiding by BYU standards and that they ae contractually obligated to

follow them.

Regardless of who the tenant is, where they are from, their religious

affiliation, or which educational institution they attend, every tenant is

contractually obligated to abide by the BYU Honor Code and the BYU

Residential Living Standards. Be thoroughly familiar with these

standards. We are contractually obligated to ensure that our tenants abide

by these standards and to handle violations as outlined in the BYU Off-



Campus Housing Handbook. As part of the application process, we need

to be able to have some form of “good faith” assurance that an applicant

will abide by these standards. Typically, this is achieved through calling

personal references. (Note: if an applicant is a BYU student or attends

another LDS institution, then you can typically skip calling references if

you are short on time because each student at an LDS institution must

maintain an active ecclesiastical endorsement in which their

ecclesiastical leader meets with the student and attests to BYU that the

student will abide by these standards.) When calling a reference, follow

the following procedure:

1. Quickly state who you are and explain why you are calling (e.g.,

“I am so and so calling from Stadium Terrace Apartments in

Provo, Utah and I am calling about a personal reference check

for so and so. Do you have a couple of minutes to answer some

quick questions about so and so?”)

2. Ask the person if they are familiar with BYU and the BYU

honor code. Often they will be, but if they are not, briefly inform

the person that the BYU honor code, among other things, is a

code of conduct in which a student obligates themselves to

follow certain dress and grooming standards, to be honest in all

of their associations and actions, to abstain from alcohol, tobacco

and drugs, and to remain sexually abstinent until married.

3. Ask the person if they feel that the applicant will abide by the

BYU Honor code and if the application is a responsible person

who will keep their commitments.

4. Thank the person for their time.

Typically, applicants will only provide references who will give them

glowing reviews. However, if you feel unsure that an applicant will abide

by the standards, talk to the applicant, explain in detail the standards, and

get a verbal commitment that they will abide by the standards. If the

applicant refuses to live by the standards, or if you have verifiable and

substantial reason(s) that the applicant will not abide by the standards,

then you should deny their application and inform the applicant as to the

reasons why.



Rental History

New Applicants

Applicants may or may not have a past rental history when they

apply to live at Stadium Terrace Apartments. However, if they have a

rental history, you should always contact the part landlords to verify that

the tenant is someone that the past landlord would rent to again. The

application tries to capture this information by asking for the information

for the past two apartments the applicant has lived in. The applicant

should provide contact information for the complexes and the dates the

applicant resided there.

When you contact an apartment complex they may ask for a

written release for information before giving you any information. In

general, we do not go through the hassle of obtaining a written release,

but you may if you feel that it is necessary (e.g., BYU On-Campus

Housing will always request this a waiver). However, most landlords will

freely give you information to verify that an applicant was a past tenant,

if they have an outstanding balance, if they caused any damages, had any

late fees, etc. Never the less, all we really need to know is if the landlord

would rent to the applicant again (typically landlords have similar

qualifications for the people they rent to). If the landlord says “yes,” then

we can typically act in good faith that the applicant will be a good tenant.

If the landlord says “no,” then you can ask why and the landlord will

likely give at least some details. However, if a landlord cannot give a

good reference, then you should contact the applicant and ask for further

clarification. After talking with the tenant, if you do not feel that the

applicant will be a good, respectful, and responsible tenant, then you

should deny their application and explain the reasons why.

Current Tenants

For current tenants, you have direct access to their have their rental

history. Current tenant’s applications should be denied based on rental

history if any of the following are true:

Poor payment history (typically if there have been two or more

late payments in the last six months or a pattern of frequent late

payments)

Consistently failing cleaning checks (If they have failed three of

more cleaning checks in the past six months—especially if they

also failed the cleaning recheck)



History of other frequent fees such as parking or bicycle

violations.

Other Common Concerns or Questions

Because we service a large LDS population and because our

complex attracts a large number of ELC students, it is fairly common for

parents, other family members, or friends to assist prospective tenants

with filling out their application. Often this is because the prospective

tenant is away serving and LDS mission or because the prospective

tenant is from a foreign country and/or does not speak or read English

very well. However, in all cases, the contract must be signed by the

actual tenant or the tenant must have given a power of attorney to the

person signing the contract in their behalf. If power of attorney has been

given, you need notarized proof of power of attorney being given.

Move-in Day

Before Move-In Day

Preparation and communication are key to a successful move in

day. In general, you’ll want to make sure you have all of the documents

ready and the extra people in place to ensure that move in day is as

positive of an experience as possible. Remember that in many cases, this

will be our new tenant’s first interaction with management—do all you

can to make it as positive as possible.

Documents

With Room Choice, most of the documents will already be taken

care of (i.e., the contract). However, depending on what was specified on

each tenant may need the following documents on move in day:

1. Welcome Packet

2. Key Agreement form

3. Bicycle registration form (if specified)

4. Vehicle Registration Form (if specified)

5. Copy of the Contract (if there is a problem with the online copy)

Before Move-In day, prepare a folder for each new tenant. Place the

above applicable documents in that folder. Place the folder within a large

manila envelope. Label the envelop with the tenant’s name, apartment

number, key number, and amount due (if applicable). Place the tenant’s



key in the envelope. Attach an instruction page to the envelope. The

instruction page should direct the new tenant to open the folder, fill out

the needed forms and leave them in the envelope, take the key, and make

any needed payments. Following the above instructions will enable you

to more easily assist multiple tenants as the situation demands.

Extra Help

Depending on the volume of new tenants, you may want to ask

for additional help. Maintenance staff, our cleaning person, and our

onsite couple should be your first resource for extra help. Extra help may

be needed to take tenants to their apartment, to answer questions, or to

handle paper work. If needed, you may need to hire extra help out side of

the complex. Spouses, family members, past employees and friends of

employees can all can be great resources. However, they will need to fill

out the required employment documents so they can be properly paid.

You should have your extra help lined up two to three weeks before

move in day. This same extra help may be useful on check out day.

Prior Communication with New Tenants

At least two weeks before move in day, an email should be sent out

to all of the new tenants to (1) confirming their contract period and

apartment number, (2) to welcome them to the complex, (3) provide

information about checking in. Information about checking in should

include the following:

Check-in date(s) and times the office will be open for check-ins

A reminder that the first month’s rent and any other fees will

need to be paid before checking in or on check in day.

Instructions should be given on how tenants can pay any charges

online or in the office.

A list of items tenants may want to bring with them

(recommendations can be found in our “Frequently Asked

Question” section on our website)

On Move-In Day

Move in day may be hectic and a little bit crazy. However, if you

have properly prepared, things should go smoothly.



Early and Late Check-Ins

In general, try and keep all of your check-ins to the fixed check-

in day. You will likely have requests for early or late check-ins. Only in

rare or extreme cases where there is no other option you should

accommodate special requests. Keep in mind that early check-ins are

often impossible because of the limited gap between check-out and

check-in day. If a new tenant does end up checking in early, the fee is

$15 per day in addition to their first month’s rent charge. If a tenant

checks in late, their rent should not be prorated. Regardless of when the

tenant moves in, they purchased a contract that begins on the fixed

move-in date and they are obligated to pay rent as if they moved in on

the regular check-in day. In short, be as respectful and accommodating as

possible, but do not let other’s poor planning cause unnecessary chaos or

stress.

The Move-In Process

The following should be the process of all move-ins:

1. Direct new tenants to first check in to the office before moving

their belongings into the apartment.

2. Find the Tenant’s manila envelope. This should have the tenant’s

folder with their key, and forms. On the front of the manila

envelope should be the tenant’s name, apartment number, key

number, and balance.

3. Before the tenant can check-in, the last month’s rent, security

deposit, processing fee, and first month’s rent all need to be paid

in full. The tenant’s key cannot be issued until this is all paid.

Typically, the security deposit, processing fee, and last month’s

rent has already been collected during the application process.

However, first verify payment and have the tenant pay any

remaining balance. (If things are busy and the tenant pays in cash

or via a check, make sure to give the tenant a receipt and then

place the payment in their envelope. You can record the payment

latter in QuickBooks and Room Choice)

4. Once payment has been received, have the tenant fill out the key

agreement form

5. Give the tenant their key

6. Have the tenant fill out any needed vehicle or bicycle forms



7. Put all of the forms (i.e., key, vehicle, and bicycle forms) in the

tenant’s folder and put the folder back inside the tenant’s manila

envelope.

8. Give the tenant their welcome packet and explain the various

pages.

9. Explain the “Damage and Cleaning Evaluation Sheet” and

remind the tenant that it needs to be turned into the office within

one week.

10. Direct the tenant to their apartment

11. Process the tenant’s paperwork and payments the next business

day if necessary.

Move-out Day

Before Move-Out Day

Move-out is a busy time with a great deal that needs to happen.

Proper preparation will help you ensure that move-out day will go as

smoothly as possible and will enable you to accomplish all that needs to

be done. Following the following recommendations will help you

prepare of move-out day:

Do all you can to have your current tenants who are staying

renew their lease as soon as possible. The earlier you know who

is staying and who is going will enable you to get organized

sooner.

Use QuickBooks to short out the tenants who are moving out.

You can easily do so by inserting a “2” in front of the tenant’s

customer name (e.g., 2John Doe f0s0u264)

Contact all of the tenants who you have marked as leaving at

least three weeks before move-out day to verify that they are

moving out.

Contact all of the tenants who are marked to leave two-weeks

before move out to (1) confirm that they are leaving and (2) to

give move out instructions. Move-Out Instructions should

include the following:

Move out date

Move out time assignments. Apartments should be

assigned a given check out time. Sign-up sheets or

letting tenants set their own appointments will cause

chaos and it will likely be impossible to accommodate



individual requests. Tenants should also understand that

they do not need to be present for the actual check out.

They just need to have everything ready by the

scheduled check-out time.

An explanation of the possible associated fees with

checking out. (e.g., a $50 No-Check-Out fee if the

apartment is not ready by the scheduled check-out time,

$25 fee for not turning in vehicle or bicycle permits,

etc.)

A reminder about how rent and security deposits work

Instructions for tenants changing apartments. For tenants

changing apartments, it may be easier for them to check

out of and check into their new apartment on a day

between the regular move-out day and move-in day.

These tenants should complete their cleaning check on

move-out day like all other tenants.

Contact ALL tenants one week before move out day with the

following information:

Reminder of the Move out assignments

The associated check out sheet

Cleaning Check Packet

Cleaning Check-Sign Up Sheet (for all tenants

regardless if they are moving or not)

Two to three weeks prior to move in day, you should find and

secure needed help. Depending on the volume of tenants moving

out, you may need extra help. Maintenance staff, our cleaning

person, and our onsite couple should be your first resource for

extra help. Extra help will most likely be needed to help clean

and make repairs. If needed, you may need to hire extra help out

side of the complex. Spouses, family members, past employees

and friends of employees can all can be great resources.

However, they will need to fill out the required employment

documents so they can be properly paid.

On Move-Out Day

On actual move-out day, two things will need to take place. (1) a

thorough cleaning check for ALL tenants and (2) actual check outs.



Move-Out Cleaning Check

The purpose of the cleaning check is to ensure that new tenants will have

a clean apartment when they move in. Staff conducting the cleaning

checks should be especially thorough. Also, the cleaning check will

include all of the tenants—whether they are staying or not. Tenants

should also understand that it will not be feasible to have a re-check

since many tenants are moving out, switching apartments, and because

new tenants are moving in—often in just a few days. Instead, tenants

should understand that if they fail the cleaning check that we will need to

have the job cleaned for them and the regular $25 per hour cleaning fee

will apply.

Checking Out

The cleaning check and actual check out should take place

simultaneously according to the check-out schedule. The check-out

process should be as follows:

1. Before the scheduled check-out and cleaning check, the tenant

should have completed the following:

Remove all of their personal belongings from the

apartment

Completed their cleaning job

Filled out the check-out form

Had their roommates sign the form

Filled out an envelope that is addresses to their new

address and has been stamped

Attached their key and any bicycle or vehicle permits to

the backside of their check out form.

2. When you arrive for the check-out appointment and cleaning

check you will need to complete the following:

Collect the tenants’ check out form, envelope, key and

permit stickers (please note that the tenant does not need

to be present, they just need to have everything ready to

be checked and collected).

Check all of the cleaning jobs

Fill out a “Damage and Cleaning Evaluation Sheet” for

each apartment

Verify that the tenants who are leaving have removed all

of their personal belongings



Note any critical maintenance requests or cleaning jobs

that need to be completed before move in day.

3. Once you are back in the office, you will need to process the

check-out paperwork by doing the following:

1. Verifying the tenant’s key number. It should match the

key number in their QuickBooks account. If it does not,

then they have most likely lost their original key and had

it replaced. However, verify that they have paid the $15

key replacement fee. If they did not, then charge their

account for the key replacement. If they did not turn in a

key, charge the account $15 for a new key. Please note

that you will likely need to have a new key made so you

can have a key to give to the new tenant moving in.

2. Verify the tenant’s parking and bicycle numbers and

whether or not they had a permit that they forgot to turn

in. The vehicle permit number should be in on their

QuickBooks profile and the bicycle permit number

should be logged in an Excel file. However, you can also

check the tenant’s folder for either of these forms. If the

tenants failed to turn in a permit, they should be charged

$25 per permit they are missing.

3. If the tenant provided a self-addressed and stamped

envelope, enter the address into the address section of

their QuickBooks profile. Place the envelop in the

tenant’s file. Depending on how the refund checks are

produced, you may or may not need to send the check in

the envelope provided by the tenant. If the tenant did not

provide an envelope, or if the envelope is not stamped or

addressed, the tenant should be charge $5 for not

providing a self-addressed-stamped envelope.

4. Assess any needed cleaning charges based on the

cleaning check

5. Asses the applicable carpet cleaning fees. We charge a

$15 per semester carpet cleaning fee up to three

semesters (i.e., $45 maximum carpet cleaning charge)

6. Asses a “zutility” charge. Utilities are always billed a

month behind and typically you will not know what the

utility charge will be for that current month until after

the tenant has moved out. However, the tenant still was



using utilities during that month and should be

responsible to pay them. Therefore, we charge all tenants

who move out a flat $15 utility charge.

7. Assess any other applicable fees on the tenant’s account

(e.g., the $50 No-Check-Out fee if the tenant was not

ready to check out at the scheduled time or did not

provided the required documentation).

8. Give the tenant a credit for their security deposit. This is

the “sdc” charge in QuickBooks.

9. Verify that the tenant has been given their last month’s

rent credit.

10. Double check the account to make sure all of the

applicable charges and credits have been assessed and

that there are no past irregularities in their rent history.

11. Insert a “z” in front of the customer’s name (i.e., zJohn

Doe f0s0u0f264)

12. Compare the “Damage and Cleaning Evaluation Sheet”

to either the sheet collected at check-out or received

from the new tenant after moving in. Use this form to

objectively identify damages beyond normal wear-and-

tear on the apartment (e.g., if the new form indicates a

hole in the wall or a missing light cover that was not

noted of the older from, then you can assume that the

damage occurred during the past tenant’s occupancy). If

damages need to be assessed, the rate is $25 per hour

plus materials. Coordinate with our maintenance

technician to get a realistic estimate on how long the

repair will take and what the cost of materials will be. If

the responsible tenant can be clearly identified, then that

tenant should bear the cost of the repairs, if not, the

damages should be assessed equally to all of the tenants

present at the time.

13. Once all of the above has been assessed, then we should

be ready to have any remaining balance on the account

refunded to the tenant. To do so, notify the accountant

(either through a list in an email or an excel file) of all of

the tenants whose accounts are ready for a refund check

to be sent out.



14. Once the checks are ready for pick up, you will likely

need to pick them up from the accountant’s office.

15. Before mailing the checks, notate the tenant’s account

that the check has been mailed by placing a second “z”

in front of the tenant’s name (e.g., zzJohn Doe

f0s0u0f264).

16. Once the customer name has been updated, mark the

account as inactive by pressing the “x” next to the

customer’s name.

17. Mail the checks. If possible, use the self-addressed-

stamped envelope the tenant provided so that we do not

have to pay for postage.

Buying and Selling Contracts

Buying and Selling Contracts is something that may take place at any

given time. Tenants will want to sell their contracts for a variety of

reasons. Regardless of the circumstances surrounding why the tenant is

leaving, following the following procedures is vital to enabling you to

release the tenant from their contract:

1. The first step for a tenant to sell their contract is that they must

fill out and turn in an “Intent to Sell form.” This form outlines

the process for a tenant to sell their contract and allows us to

legally transfer their contract to someone else. Make sure the

tenant fully understands the form and the selling/buying process.

2. Once the Intent-To-Sell form has been received, in Room

Choice, move the tenant out of their spot for the period(s) they

are selling their contract for by moving them into the waitlist

section. This should enable anyone to now sign up for that spot

for the given period(s).

3. It is the currant tenant’s responsibility to sell their contract and to

work out any needed arrangements with their buyer. Please note

and remind the current tenant that we cannot transfer any money

from the current tenant’s account to the new tenant’s account

(e.g., transfer the security deposit or last month’s rent). If the

tenant has made any arrangements to pay for the new tenant’s

fees, they must do so directly through making a payment on the

new tenant’s behalf.



4. One an application has been received to purchase a contract, it

should be received and treated as any other new tenant

application. The only variation is that you will note whose

contract the applicant bought in the “Preferences” section in their

QuickBooks account under “Additional Information.”

5. Once the application has been approved, the tenant selling their

contract should be contacted as well as the person purchasing the

contract.

6. You should work with both parties to determine a move-out and

move-in day for the persons involved. We do not typically have

a set move-out or move-in day for those buying or selling a

contract. Rather, that arrangement should be worked out between

the buyer, seller, and the office. Regular check-out and check-in

procedures will apply to both the buyer and the seller. Also, both

parties will need to schedule a time with the office to check-in

and check-out. However, both the buyer and the seller need to

understand that there must be at least a 24-hour period between

the check-out and check-in. This 24-hour period gives us time to

repair or clean anything that may be required before the new

tenant can check-in.

7. In the event that the seller is not cooperating to produce a

suitable check-out time, you are authorized by the Intent-to-Sell

form to set a check-out time for them.

Transition Between Semesters in QuickBooks

General

The transition between contract terms is an important time. Making sure

that the proper accounting takes place on tenant’s accounts will help

ensure that the transition moves as smoothly as possible.

All Current Tenants

Last Month’s Rent (Not Really ALL Tenants)

A key part of our contract that goes into effect on the last month

of a contract is the last month’s rent. When a tenant signs their contact,

they pay the last month’s rent of the contract period up front. It is

important to note that a tenant only pays the last month’s rent for the

contract period they bought upfront. For example, if a tenant bought a

year-round contract from April 20X1 to April 20X2, then they would



have paid the last month’s rent for April 20X2. If the tenant only bought

a Spring/Summer contract, then they paid the last month’s rent for

August of that year. Therefore, it is important to note who should be

given a last month’s rent credit. Those who are not due to receive their

last month’s rent credit will keep paying their rent according to their

payment schedule as if no transition between semesters has taken place.

Remember that tenant’s customer name is coded to enable you to quickly

tell what contract period they have signed up for (i.e., f0s129u129f0 =

Spring/Summer contract and moved in during the Spring; f0s99u9f264

and moved in during the spring; f264s129u129f0 = Spring/Summer

contract but moved in sometime either during or before last Fall/Winter

semester; etc. (See the QuickBooks help section for further clarification).

Therefore, it is critical to only give the last month’s credit to those who

are due to receive it.

Please following the following instructions for assessing last

month rent credits on tenants’ accounts:

1. Charge ALL current tenants their regular rent charge and utility

charge

2. Give the associated last month rent credit only to the accounts

who are due to receive it. For these tenants (at this point), the

outstanding balance should only be the utility charge—provided

that the tenant does not have any other outstanding balances.

Update Tenant Codes

New Tenants

If not already done, new tenants who have not yet moved in

should have a “1” in front of their customer name (e.g., 1John Doe

f0s99uf264).

Tenants Leaving

For tenants who are leaving, but who have not yet left, these

tenants should have a “2” in front of their customer name (e.g., 2John

Doe f0s0u0f264)

Tenants Staying

For tenants staying, their customer name should be appropriately

updated. For example, if a current tenant’s customer name reads John



Doe f0s0u0f264 and they have signed a new year-round contract, then

their customer name should be updated to read John Doe

f264s99u99f264. Also, the tenants rent role information needs to be

updated by adjusting the Rep Number, and ensuring that the apartment

number has been inputted on the applicable rent periods in the custom

fields section under additional information on the tenant’s profile.

Tenants Who Have Left

Once a tenant has checked out and all of the associated charges

have been taken place and the tenant’s account is ready for a refund

check to be sent out, then a “z” should be placed in front of the tenant’s

customer name (e.g., zJohn Doe f0s0u0f264). Once the deposit check has

been mailed, then a second “z” should be placed in front of the tenant’s

name and the customer should be marked as inactive (e.g., zzJohn Doe

f0sou0f264).

Tenants Staying

For tenants staying, you need to determine if the tenant is still within

their contract period or if they are beginning a new period. If the tenant is

merely continuing their contract (e.g., it is the Summer-Fall/Winter

transition and the tenant is on a year-round contract) then you will not

need to do anything other than charge the tenant their typical rent and

utility charge according to their payment schedule. If the tenant has reach

the end of their old contract and is beginning a new contract, then you

will need to give the tenant their old last month’s rent credit and charge

the tenant for their new last month’s rent. To do so, please follow the

following steps:

1. Charge the tenants their regular rent charge and utility charge

2. Give the associated last month rent credit (verify that they are

due to receive it). At this point, the tenant’s outstanding balance

should only be the utility charge—provided that the tenant does

not have any other outstanding balances.

3. Assess the new last month rent charge for the tenant based on the

contract they signed. Please note that this amount may be

different from tenant to tenant based on the contract period they

renewed their lease for (e.g., $129 for Summer and $264 for

Fall/Winter)



Tenants Leaving

For tenants leaving due their contracts expiring and who have

not signed a new contract, all you should need to do for the last month’s

is to give (1) the regular rent and utility charges and (2) the last month’s

rent credit. At this point, all the tenant should have to pay for their last

month’s rent it the utility charge.

New Tenants

Accounts should be created in QuickBooks as soon as the

application has been approved in Room Choice. These new tenants

should have a “1” in front of their name until they move in (e.g., 1John

Doe f0s0u0f264). Once the tenant has moved in, the tenant’s profile

should be updated with (1) the key number, (2) the move in date, (3) and

any car or bike permit numbers. Once the profile is updated, the “1”

should be removed.

Typical Month Schedule

1 Weekly

Report

2 3 Coin

Laundry

4 5 Accounting

Reports

6

7 8 Weekly

Report

9 10 Coin

Laundry

11 12 Accounting

Reports

13

14 15 Weekly

Report,

Special

Event

16 17 Coin

Laundry

18 Scheule a

Garbage

Dump

19 Accounting

Reports,

Cleaning

Checks,

Schedule a

Garbage

Dump

20

21 22 Weekly

Report,

Cleaning

Re-Checks

23 24 Coin

Laundry

25 26 Accounting

Reports,

Pest

Control

27

28 29 Weekly

Report

30 31 Coin

Laundry,

Accounting

Reports

Sat.Sun. Mon. Tue. Wed. Thu. Fri.



Yearly Planning

Don’t forget to coordinate with our owners to determine key items for

the upcoming year. Typically, yearly items should be planned and

coordinated by October.

Coordinate with the owners to coordinate the following:

Next year’s pricing

Next year’s Budget

Next year’s property improvements

Move-in and move-out dates for next year’s contract periods

Outlook Emails and Contacts

Emails

Our website and email services are hosted by godaddy.com and our

email services operated by Microsoft Outlook. Currently, our

godaddy.com account limits us to sending only 250 emails per day. Keep

this in mind when sending mass-emails. Typically, you will want to wait

until the end of the day to send complex-wide emails. To get emails on

your phone or other device you will need the following information:

Incoming Server Settings:

Username: [email protected]

Password: Stadiumterrace1960

Server: pop.secureserver.net

Port: 995

Security type: SSL/TLS (Accept all certificates)

Outgoing Server Settings:

SMTP Server: smtpout.secureserver.net

Port: 465

Security Type: SSL/TLS

Username: [email protected]

Password: Stadiumterrace1960

While using Outlook, make good use of the ability to organize emails

into folders. Also, there are helpful tools such as signatures and the



calendar that can make operations easier (e.g., such as setting reminders

for important events or reports).

Contacts

In order to communicate effectively with tenants and others, it is

important that you manage the contacts in Outlook. In Outlook we have

two main contact groups. One is for tenants and the other is for contacts

outside of tenants (e.g., commonly used businesses, accountants, owners,

etc.).

Tenant Contacts

The tenant contact group should only have current tenants. As

such, when tenants move out, their contact should be deleted. When a

tenant moves in, their contact information should be added. Though this

should be done carefully, this can easily be done when there have been

large volumes tenants move in and out by deleting all of the current

tenant contacts and importing the contact list from Excel via

QuickBooks. To do so, you will need to reduce the excel file to just the

contact name and email address and then saving the excel file as a CVS

file.

Because of the server limitations, when sending mass emails, the

email needs to be broken up into at least three separate group emails.

This is made more easy by creating Memo groups. There should be three

Memo Groups already created. These groups organize tenants by name.

Beyond just adding or deleting tenant contacts, you will also need to

maintain these Memo groups be adding or deleing tenants in the group.

This can also be easily done by deleting all of the tenants in the memo

list and re-adding tenants based on the current tenant list. However,

make sure that our owners are included in at least one memo list. The

memo lists are located in the contact folder with all of the other contacts.

Managing Tenant’s Files

Carefully managing tenants’ files is an important management

function. All files, forms, agreements, etc. should be documented and

filed in the tenant’s personal file. A file should first be created for a

tenant one they have signed a contract. This file should be kept together

with all of the other files for tenants who have not yet moved in. Items



that should be in a tenant’s folder when they check in should include the

following:

Key agreement

Copy of their contract

Any vehicle or bicycle registration forms

Other files and forms that may be in a tenant’s file during the course of

their stay include the following:

Apartment evaluation form

Over-Night Guest forms

Clubhouse reservation forms

Carbon copies of vehicle citations

Any written complaints

Intent to sell form

Check-Out forms

Once a tenant has checked into their apartment, their folder

should be filed in the filing cabinet. Women files are kept in the

second drawer and Men’s files are kept in the third file drawer.

Files are organized alphabetically by first names.

Once a tenant has moved out, their files should be moved from

the filing cabinet to a file box. Tenant’s files who have moved out should

be grouped by move out time (e.g., Winter move outs, summer move

outs, etc.). The files for the last two years should be kept in easily

accessible file boxes in the office closet. Files older than two years

should be moved into a long-term storage box. These boxes should be

stored in a safe-dry area and kept for at least five years. Owners should

be consulted before discarding files over 5 years.

BYU Off-Campus Housing

BYU Off-Campus Housing is a great resource for help and is also

who we are contracted with to be able to provide housing for BYU

students. Essentially, BYU sees us as an extension of their on-campus

housing or “dorms.” As such, we are contractually expected to act and

have the practices in place to take care of our tenants as they would.

Read and be familiar with the BYU Off-Campus Handbook. This

handbook explains our contract with BYU. Also, any office manager

must be registered with BYU Off-Campus Housing and pass a written



exam. Common interactions with BYU-Off Campus housing include the

following:

Tenant verifications. We must verify (1) our vacancy and (2)

the student status of each tenant in each apartment. This is due

with each semester. You can assess this report through the BYU

Off-Campus Housing portal.

Inspections. Periodically, BYU Off-Campus housing will

conduct property inspections to ensure that the property is up to

their standards. Any recommendations they make must be

resolved in order for us to maintain our housing contract with

them.

Conflict Mediation. Part of our contact allows for tenants to

request mediation if there is a dispute. We must act in good faith

in these mediations. BYU facilitates such mediations. In the

event that a mediation is requested, you should contact the

owners, explain the situation, and get clear directions and

approval for what authority you have in acting in mediations. If

possible, also try and resolve the issue outside of mediation.

Tenant Complaints of Honor Code Violations. Tenants may

report problems to BYU or tenants may report BYU standard

violations to BYU. In such cases, you will typically be contacted

and given instructions on how to resolve any issues.

Periodic Conferences. BYU Off-Campus Housing holds

periodic conferences and events (e.g., BYU Housing Fair). These

should be attended.

In general, it is important to maintain a good relationship with BYU Off-

Campus Housing. Our contract with them is vitally important to our

business. Also, BYU-Off Campus Housing can be a great resource.

Pest Control

We should have a contracted pest control company. Typically, we have

the pest control company come to the property monthly during the non-

winter months to preventively spray the ground level apartments. In the

event that pest problems are reported, the pest control company should

be immediately contacted to have the problem resolved.



Bed Bugs

Bed bugs are a particularly challenging pest to deal with and resolve.

Contact a pest control company to treat the apartment as soon as any

indication of bedbugs have been detected. In addition, an especially

thorough cleaning check should be conducted and tenants will need to

treat all of their personal belongings. Use the Bed Bug cleaning check

form for tenants who have bed bugs, this should walk tenants through the

process of treating their belongings. If bed bugs remain a persistent

problem despite professional treatment, it may become necessary to have

the tenants leave the apartment either through formal eviction or

invitation. Contact the owners for further instruction.

Advertising

Part of your job is to ensure that all of our beds are full at any given time.

Pricing, which is determined by our owners, drives contract sales, but

also how you advertise the property (or don’t) will impact contract sales.

Most of our advertising is done either online or in print.

Online

In general, potential tenants are using the internet to find housing. The

internet is a great resource to put Stadium Terrace Apartments out there

so that it becomes an option for potential tenants. If tenants don’t know

about us, they will never buy a contract. The following are excellent

websites that should be used in order to advertise contracts:

KSL.com (classifieds)

Craig’s List

Zillow.com

Facebook (via various local housing pages)

Apartments.com

Rent.com

Print

Though decreasing in value, some print options are locally valuable. The

following are print options we typically participate in:

BYU Housing Guide

Cougar Housing

Beyond the above, signage and our own flyers are critically important to

attract tenants. It is important for potential tenants to be able to see our



pricing and deals from the street and for us to be able to give the

potential tenant something when they come by seeking information.

Show Apartments

In order to accommodate tours, we like to have 2-3 apartments

where we can enter at any time to show the apartment to prospective

tenants. Ideally, we have one girl’s apartment, and two guy’s apartments

(one in the north building and one in the south building) as show

apartments. These are apartments with current tenants, but we have

arranged with the tenants to be able to show the apartment at any time.

Our expectation with our show apartments is that the tenants will keep

the apartment presentable at all times (i.e., clean and organized) and that

we will be permitted to show the apartment any time during regular

office hours. As compensation, each tenant in the show apartment will

receive a $20 monthly rent credit. When choosing a show apartment, if

possible, select apartments where the tenants consistently pass their

cleaning checks and appear to be neat and organized. Also, apartments in

good repair and overall condition should be selected.

Events

Events are a great way to build relationships with tenants to help tenants

socialize and find relief from the daily stresses of college life. Events

should be fun and engaging for as many tenants as possible. Events

should also be fairly inexpensive (i.e., typically under $200). However,

you should communicate with the owners to set budgets and expectations

for activities. If possible, it is good to have an activity at least once a

semester and as often as once a month. Past activities include the

following:

Easter egg hunt

Movie night

Pool party

Ice cream social

Dinner or lunch

Picnic

Holiday themed activities have been commonly used. Beyond an

activity, also small gifts are greatly appreciated (e.g., hot chocolate boxes

as a Christmas gift for each apartment). Also, you should feel free to



decorate the office and clubhouse with holiday decorations. For most

holidays, there are decorations already in storage.

Note from The Author

My name is Jason Andersen and I was the office manager for

just a short time from October 2015 to April 2016. I am a Facility and

Property Management major at BYU. Almost none of this material was

either in place or written when I stated working here. Hopefully this

information is valuable. The material here is a compilation of what has

been historically done, what has been recommended by our owners and

accountants, and what I have found to work. However, as things change,

you will hopefully find better ways to run the property. As you do, please

make sure to write it down and to update this manual. Doing so will help

ensure future employee’s success and the proper management of the

property. Also, as you read this material, please understand that it was

written very quickly and there are likely errors and omissions. Please feel

free to correct mistakes and add to this material. Thanks for your help in

making Stadium Terrace Apartments a great place to work and live.

Employee Handbook 2.0

Documents

Transcript of Employee Handbook 2.0