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OWNER SERVICES / CONTRACT PROCESSING

POLICY & PROCEDURE MANUAL

    June  2012  

DRAFT    2.20.13


OWNER SERVICES / CONTRACT PROCESSING POLICY & PROCEDURE MANUAL

MISSION STATEMENT

To create and deliver a world class ownership experience with each and every interaction. Anticipate Owner questions and needs with the goal of always exceeding expectations. Ensure absolute Owner satisfaction without exception.

Copyright Š 2013 Baha Mar Ltd. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission from Baha Mar Ltd. All copyright, confidential information, patents, design rights and all other intellectual property rights of whatsoever nature contained herein are and shall remain the sole and exclusive property of Baha Mar Ltd. The information furnished herein is believed to be accurate and reliable. However, no responsibility is assumed by Baha Mar Ltd. for its use, or for any infringements of patents or other rights of third parties resulting from its use. The Baha Mar name and Baha Mar logo are trademarks or registered trademarks of Baha Mar Ltd. Limited. All other trademarks are the property of their respective owners.

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OWNER SERVICES / CONTRACT PROCESSING POLICY & PROCEDURE MANUAL

TABLE OF CONTENTS

I.

II.

III.

IV.

INTRODUCTION Vision

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Policy & Procedure Manual Overview

5

Department Core Responsibilities

6

Department Services

7

SALES OPERATIONS 200-001

Prospect Inspection Trip Booking Process

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200-002

Inventory Management System

9

200-003

Sales Documentation

10

CONTRACT PROCESSING 300-001

New Purchase Contract Entry

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300-002

Contract Validation Process

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300-003

Contract Completion Process and Audit

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300-004

Contract Tracking Report

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300-005

Contract Execution

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300-006

Down Payment and Schedule

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300-007

Escrow and Deposit

17

300-008

Pricing Exception

18

300-009

14-Day Cancellation Tracking

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300-010

Changing/Updating Residential Pricing

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300-011

Full Down Payment Confirmation

21

300-012

Daily Sales Log and Reporting

22

QUALITY ASSURANCE 400-001

Owner Acknowledgement

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400-002

Disclosure Checklist

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OWNER SERVICES / CONTRACT PROCESSING POLICY & PROCEDURE MANUAL

TABLE OF CONTENTS CONTINUED

V.

VI.

OWNER SERVICES 500-001

New Owner Data Entry

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500-002

Owner Communication

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500-003

Call Center New Owner Information Update

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500-004

Member Services Initiation

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500-005

New Owner Fulfillment Kit

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500-006

Owner Inquiry and Dialogue Tracking

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500-007

New Owner Welcome Call

31

500-008

Concierge Process

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500-009

Rental Management

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500-010

Owner Inspection Visit

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CALL CENTER 600-001

VII.

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ADDENDUMS A

Residence Club Rules and Regulations

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B

Residence Club Collections

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OWNER SERVICES / CONTRACT PROCESSING POLICY & PROCEDURE MANUAL

VISION

Create The Bahamian Riviera and re-establish Cable Beach as a world class resort destination. The resort will be supported by internationally recognized branded hotels, casino, restaurants, and spas attracting new visitors to the Bahamas. The unobstructed contiguous campus integrating water and beaches will set a new standard of luxury and service in the region.

The resort will deliver an authentic Caribbean

experience, incorporating the spirit and essence of the Bahamas. Baha Mar’s residential offering provides owners a unique opportunity to enjoy a “best-in-class” hotel branded real estate experience. Residential owner services, amenities, privileges, benefits, and flexibility of use have been carefully planned to ensure an unparalleled resort residential ownership experience. The Owner Services & Contract Processing Department will play a key role in the success of the Baha Mar residential sales effort.

Acting as the primary point of contact, the department will have significant

influence to ensure owner and prospective owner satisfaction with the buying process and ownership experience. A steadfast commitment to providing the absolute best experience possible will determine department and company success.

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OWNER SERVICES / CONTRACT PROCESSING POLICY & PROCEDURE MANUAL

POLICY & PROCEDURE MANUAL OVERVIEW

The purpose of the procedure manual is to ensure Owner Services & Contract Processing Department effectiveness and residential owner satisfaction.

Unless otherwise documented, this manual shall

establish department policy and practice. All employees are responsible for reading and understanding the department policy and procedures as provided in this manual. Requests to deviate from policy as prescribed in this manual must be made in writing to the Senior Vice President of Sales. As such, the Senior Vice President of Sales will respond in writing authorizing any change or amendment to any policy or procedure. Baha Mar Ltd. may change these policies and procedures, in whole or in part, at any time, with or without notice.

Strict adherence to the policies and procedures outlined herein is a term and condition of

employment. Failure to adhere to department policy and procedures set forth, may result in disciplinary action to include termination of employment.

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OWNER SERVICES / CONTRACT PROCESSING POLICY & PROCEDURE MANUAL

DEPARTMENT CORE RESPONSIBILITIES

1.

Ensure all buyer and owner experiences are handled in a professional, efficient, and expedient manor.

2.

Ensure all documentation is accurate and delivered as scheduled throughout the entire buying process.

3.

Ensure each buyer and owner has a clear understanding of the real estate offering terms, conditions, requirements, and use procedures.

4.

Deliver prompt, professional, and friendly service to fellow team members.

5.

Act as the central resource for all buyer and owner inquiries and requests.

6.

Act as liaison between owners and all Baha Mar departments, ensure requests and inquiries are fulfilled as promised.

Follow-up is the responsibility of the Owner Services and Contract

Processing Department. 7.

Accurately document all buyer and owner communication.

8.

Have expert knowledge of all documents, processes, and systems.

Never assume anything or

make a guess. 9. 10.

Proactively seek ways to improve the buyer and owner experience. Strive to continuously exceed owner expectations with each and every interaction.

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OWNER SERVICES / CONTRACT PROCESSING POLICY & PROCEDURE MANUAL

DEPARTMENT CORE RESPONSIBILITIES

The primary department services and responsibilities include, but are not limited to, the following: Contract Processing: 1. Residential purchase document preparation, processing, record keeping, and reporting. 2. Escrow fund management. 3. New owner kit preparation and fulfillment. 4. Quality assurance process – Ensure real estate buyer fully understands purchase requirements, terms, and ownership privileges, services, and benefits. 5. Rental program document administration. Owner Services: 1. All buyer and owner communication. 2. Call center management - Reservation services and owner information resource. 3. Baha Mar Club administration. 4. Owner concierge services. 5. Third-party service and benefit program administration.

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SOP Cover  

Sample Flipbook

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