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Resident Lifecycle SOP

Management-only shared in-house protocol for onboarding, in-house operations, and offboarding after occupancy is confirmed.

IA placement and ownership​

  • Channel wrappers:
  • Shared in-house protocol (this page): physical pre-arrival readiness, arrival/orientation, during-stay operations, and physical offboarding.
  • Response clocks: Response SLAs

Tooling​

Entry criteria (handoff into shared lifecycle)​

  • Confirmed arrival/check-in date and assigned room.
  • Calendar blocks in place for occupancy and cleaning turnover windows.
  • Access method (keybox/smart-lock) provisioned and tested.
  • Channel-specific preconditions complete in wrapper SOP (signed direct lease or confirmed Airbnb booking).

Pre-arrival (T-48h to T-0)​

  • Confirm room assignment and dates.
  • Cleaning complete; linens/towels stocked; basic supplies topped up.
  • Wi-Fi credentials ready; router and internet working.
  • Send arrival pack:
  • Confirm ETA and contact phone.

Arrival day (check-in/move-in)​

  • Provide gate/door/keybox instructions and room code.
  • Spot-check readiness before arrival (cleaning, linens, access, network).
  • Remain reachable for access issues; treat lockouts as SLA-URG.
  • Schedule orientation within 24h.

Orientation (within 24h)​

  • Walkthrough: gates, keybox, locks, first-aid kit, and fire extinguishers.
  • Quiet hours and shared-space expectations (kitchen, fridge labeling, laundry cadence).
  • Safety and security basics: lock hygiene, code sharing prohibition, incident reporting path.
  • Workspace norms: office quiet policy and call etiquette.
  • Maintenance request path and expected response windows.
  • Tour common inventory locations (see Inventory).

During stay (shared in-house operations)​

  • Handle access, maintenance, and safety issues per Response SLAs.
  • Keep incident notes and maintenance logs current (time, action, owner, vendor).
  • Dispatch vendors for safety/habitability events within authority limits.
  • Enforce house norms consistently across channels.

Offboarding (checkout/move-out)​

  • Confirm departure time and access return/reset sequence.
  • Trigger cleaning and room turnover.
  • Inspect room/common spaces; record damages with photo evidence.
  • Capture unresolved issues and escalation notes.
  • Handoff channel-specific closeout back to wrapper SOP:
    • Direct lease: deposit reconciliation, final invoice, and any notices.
    • Airbnb: reviews, response posting, and dispute/removal cases.

Artifacts to keep current​

  • Orientation log (date/time, medium, attendee, topics covered, issues raised).
  • Access issuance/reset confirmations.
  • Incident and maintenance logs opened during occupancy.
  • Move-out inspection checklist and photo evidence.
  • Wrapper handoff records (into shared lifecycle and back to channel closeout).