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Mastering daily operations
Check-in, cleaning, linen, maintenance and key management
Operations are the heart of your business. It's what makes the difference between a property management company with 4.9-star ratings and one stuck at 4.3. This chapter covers everything you need to master on a daily basis to deliver flawless service.
Every task must be documented, standardized, and reproducible. If a new service provider joins your team tomorrow, they should be able to handle a perfect stay from day one thanks to your procedures. That's the key to scaling your business without losing quality.
SOPs: the backbone of your property management company
SOP stands for Standard Operating Procedure. The golden rule: if it's not documented, it's not reproducible. Your SOPs ensure every task is performed the same way, regardless of the service provider. This is what differentiates a small-scale operation from a scalable business.
Structure of an effective SOP
| Section | Description | Example (cleaning) |
|---|---|---|
| Objective | Expected outcome of the procedure | Property ready for the next guest within 2.5 hours |
| Required materials | Complete list of materials | Vacuum, cleaning products, sheets, towels, trash bags |
| Detailed steps | Numbered step-by-step instructions | 1. Ventilate 2. Clear out 3. Kitchen 4. Bathroom 5. Bedrooms... |
| Quality control | Mandatory verification checkpoints | Photos of 5 zones, inventory verified, damage reported |
| Escalation | What to do in case of a problem | Damage: photo + call manager. Missing item: text message |
The 6 essential SOPs
Check-in SOP
Send instructions, verify access, welcome message, arrival follow-up
Check-out SOP
Day-before reminder, departure check, quick inspection, damage report
Cleaning SOP
Room-by-room checklist, mandatory photos, restocking
Linen SOP
Counting, labeling, rotation, wear reporting, safety stock
Incident SOP
Urgency classification, contractor contact, guest communication, resolution tracking
Inventory SOP
Per-property list, post-stay verification, restocking, bulk ordering
Tip: centralize your SOPs in your digital welcome guide
Your digital welcome guide can serve as a reference for your team in addition to guests. Equipment usage instructions, house rules, emergency contacts. everything is already centralized and accessible via QR code.
Check-in and check-out
In-person check-in
- 1Warm welcome, property walkthrough
- 2Equipment explanations
- 3Personalized local recommendations
- 4Guest identity verification
Ideal for premium properties, time-consuming
Self check-in
- 1Smart lock or key lockbox
- 2Detailed instructions sent by message
- 3digital welcome guide with all the info
- 4Phone availability if needed
Scalable, flexible on schedules, preferred by most guests
The digital welcome guide: essential for self check-in
A digital welcome guide replaces the in-person walkthrough: WiFi code, equipment instructions, house rules, local recommendations. Guests access it via QR code or link. It's what enables 100% self check-in without sacrificing hospitality quality.
LivretAccueil lets you create a digital welcome guide for free in just a few minutes.
The 3 levels of check-in automation
Not all properties require the same level of equipment. Here are the 3 tiers of automation, from simplest to most complete. The idea is to progress gradually based on your booking volume and budget.
Key lockbox + SMS
The minimum viable product for self check-in. You install a secure key lockbox outside the property and send the access code by text or platform message on arrival day.
Smart lock + automated messages + digital guide
The sweet spot for most property management companies. The smart lock generates a unique code per stay. Your PMS automatically sends access instructions with the link to your digital welcome guide. Zero manual intervention.
Full smart home
For property management companies that want to maximize automation and property protection. In addition to the smart lock, add a noise sensor (Minut, NoiseAware), a smart thermostat, and an AI chatbot to answer guest questions 24/7.
When to upgrade to the next level?
Move from Level 1 to Level 2 as soon as you manage more than 3 properties or spend more than 30 minutes per day sending codes and instructions manually. Move to Level 3 when you manage city-center properties with noise nuisance risks or when guest message volume exceeds your response capacity. Find all recommended tools in our chapter digitize and automate.
Guest screening
Accepting all bookings without discernment exposes your property owners' assets to unnecessary risks. Good screening doesn't mean being suspicious, but professional. Here are the signals to watch for and best practices.
Positive signals
- 1Verified profile with positive reviews
- 2Clear communication about the stay's purpose
- 3Number of guests consistent with property capacity
- 4Advance booking (several weeks ahead)
Warning signs
- 1Party or event requests
- 2Local booking (same city) for 1 weekend night
- 3Multiple changes to the number of guests
- 4Profile without photo or reviews, new account
- 5Persistent questions about noise or neighbors
Refusal policy: stay compliant
Airbnb prohibits refusal based on origin, gender, or age. However, you can legitimately refuse if the number of guests exceeds capacity, if the stay's purpose is incompatible with the property, or if the guest refuses to answer your questions. Always document your reasons for refusal. For same-day bookings, enable instant booking with prerequisites (verified profile, positive reviews) to filter automatically.
Organizing cleaning
Cleaning is your most frequent and most critical operation. A spotless property = a 5-star rating. A sloppy cleaning job = a negative review. There's no middle ground.
Option A: External contractor(s)
The most common model. You recruit 2-3 cleaning staff as independent contractors or through a cleaning company. Always have a backup available.
Option B: In-house team (growth stage)
From 20-30 properties, hiring becomes cost-effective. A full-time employee can handle 3-4 cleanings/day. You get better quality control and availability.
Room-by-room cleaning checklist
A generic checklist isn't enough. To guarantee flawless cleaning, detail tasks room by room. Each zone must be inspected and validated individually. Require a control photo per room sent to the manager.
Entryway
Required photo: overview of the entryway
Living room
Required photo: overview of the living room
Kitchen
Required photo: countertop + open fridge interior
Bedroom(s)
Required photo: made bed + open closet
Bathroom
Required photo: overview + close-up of sink/shower
Outdoor area (terrace/balcony)
Required photo: overview of the outdoor space
The control photo rule
Systematically require photos of each room after cleaning. It's your quality assurance and your proof in case of a dispute with a guest. Photos must be sent before the next guest's check-in. If a photo reveals a problem, the contractor must fix it before being paid.
Linen management
Dry cleaning / laundry service
The simplest option: you drop off, they wash and fold. 3-5€ per kg. Ideal when starting out.
Linen rental
A provider supplies clean linen and collects dirty linen. 8-15€/kit. Zero stock to manage.
Own linen
Investment: professional machine (~2,000€) + stock. Profitable from 15-20 properties. Best margins.
Large-scale linen management
Once you exceed 5 properties, linen management becomes a major logistical challenge. Here are the principles to implement:
3 sets per bed
One on the bed, one in the wash, one in reserve. Never fewer than 3 rotations to avoid shortages.
Labeling system
Label each set by property (color code or sewn-in label). This avoids mix-ups and losses.
Stock tracking
Spreadsheet or dedicated app: count sets in circulation, in the wash, in reserve. Detect wear before the guest does.
Emergency stock
Always keep 2-3 neutral backup kits (white, standard size) for emergencies: stains, laundry delays.
Decision matrix: which model to choose?
| Criteria | Dry cleaning (3-5€/kg) | Rental (8-15€/kit) | Pro machine |
|---|---|---|---|
| Ideal number of properties | 1-5 | 5-15 | 15+ |
| Investment | 0€ | 0€ | ~2 000€ |
| Cost per stay | 10-20€ | 8-15€ | 3-5€ |
| Logistics | Drop-off/pickup | Delivery/collection | In-house |
| Quality control | Medium | Good | Full |
| Schedule flexibility | Limited | Good | Full |
Inventory and consumables management
Nothing is worse for a guest than finding a property without toilet paper, sponge, or coffee. Inventory must be checked and restocked after every stay. For property managers with multiple properties, bulk purchasing reduces costs by 20-30%. a margin lever detailed in the chapter optimize your revenue.
Basic kit per property
Bathroom
Toilet paper (2 rolls min), soap, shampoo, shower gel, 1 spare roll under the sink
Kitchen
New sponge, dish soap, paper towels, trash bags, salt, pepper, oil, coffee/tea pods
Cleaning
All-purpose cleaner, broom/mop, working vacuum, spare vacuum bags
Comfort
Candles or diffuser, extra blanket, plug adapter (for international tourism)
Safety
Fire extinguisher, first aid kit, flashlight, spare batteries
Documentation
Welcome guide QR code displayed, emergency numbers, visible WiFi code
Optimize costs through bulk purchasing
Preventive maintenance and incidents
Incidents happen: water leak, stuck lock, WiFi outage, broken heating. Your responsiveness makes the difference. A problem resolved in 30 minutes turns a potentially negative review into a 5-star one. But prevention is better than cure: a preventive maintenance calendar reduces emergencies by 60%.
Essential contact list
Preventive maintenance calendar
| Frequency | Tasks |
|---|---|
| Monthly |
|
| Quarterly |
|
| Annual |
|
Tip: create a recurring calendar reminder for each property. With 10+ properties, use a tracking spreadsheet with last intervention dates per task.
Emergency playbook
When an emergency hits at 2 AM, you don't have time to think. Every critical situation must have a predefined protocol. Here are the most common scenarios and the steps to follow for each.
Water leak
- Guide the guest to shut off the water supply (location noted in the welcome guide)
- Contain the leak: towels, bucket, tarp
- Call the emergency plumber
- Notify the property owner and insurance
- If major damage: offer alternative accommodation
Goal: plumber on site within 2 hours
Guest locked out
- Check if a smart lock can open remotely
- Otherwise, provide the backup key lockbox code
- Last resort: send someone with the spare key or call a locksmith
- Offer a goodwill gesture (small gift at the property)
Goal: access restored within 30 minutes
Heating failure in winter
- Check thermostat and circuit breaker (often a simple reset)
- Guide the guest by phone for basic diagnostics
- Provide a portable heater (keep one in stock)
- Call the emergency heating technician
- If not quickly resolvable: offer alternative accommodation
Goal: temporary comfort solution within 1 hour
Power outage
- Check if it's a general outage (neighbors too?) or local
- If local: check circuit breaker, test a reset
- Provide a flashlight (ideally already in the property)
- Call an electrician if the problem persists
Goal: diagnosis within 15 minutes
WiFi outage
- Guide the guest to restart the router (unplug 30s, plug back in)
- Check the router indicator lights
- If unresolved: provide a 4G backup router (50-80€ investment, rechargeable)
- Contact the ISP if the problem persists
Goal: connection restored or alternative within 30 minutes
Guest medical emergency
- Call 15 (SAMU) or 112
- Give the exact property address, access code, and floor
- Stay on the line with the guest until help arrives
- Go to the property if possible to facilitate access
- Notify the property owner after the emergency is handled
Goal: emergency services called within 2 minutes
Aggressive or threatening guest
- Never put yourself in physical danger
- Stay calm, don't engage in confrontation
- Document exchanges (screenshots, recordings)
- Contact the platform (Airbnb has a host emergency line)
- If physical threat: call police (17) immediately
Goal: never put yourself in danger, always document
Emergency contacts template
Create a shared document with your entire team containing for each property: exact address, access codes, location of electrical panel and water shutoff, owner contacts, and all emergency contractors. Centralize this information in your digital welcome guide so guests also have access to essential information.
Guest dispute resolution
Every dispute is an opportunity to demonstrate your professionalism and improve the guest experience. A well-handled problem can turn an unhappy guest into an ambassador. Here are the protocols for the most common situations.
Cleanliness complaint
IMMEDIATE RESPONSE
- Apologize sincerely (never minimize)
- Offer a touch-up cleaning within 2 hours
- Offer a goodwill gesture (bottle of wine, 10-15% discount)
FOLLOW-UP
- Identify the cause (contractor, rush, lack of time)
- Review the protocol with the contractor
- If recurring: change contractor
Neighbor noise
IMMEDIATE RESPONSE
- Contact the building manager or neighbor if possible
- Provide earplugs
- Help file a noise complaint if necessary
PREVENTION
- Mention known noise issues in the listing
- Install double glazing if the property is noisy
Equipment breakdown
Golden rule: repair or provide an alternative within 2 hours maximum. A broken dishwasher isn't critical, but a broken oven for a family on vacation can ruin the stay. Prioritize by impact.
Early check-in request
Early check-in is a source of revenue and guest satisfaction. If the property is ready (no stay the night before), offer it for free. it's an excellent way to get a 5-star review. If cleaning isn't finished, offer a realistic time slot or a 20-30€ supplement to mobilize a team.
Damage found after checkout
DOCUMENTATION
- Timestamped photos of the damage
- "Before" photos (from the previous cleaning)
- Repair / replacement quote
RESOLUTION
- Contact the guest first (they often acknowledge it)
- Airbnb Resolution Center (within 14 days)
- Owner's property insurance as a last resort
Key management
Key lockbox (KeySafe)
20-40€ per unit. 4-digit code you share with the guest. Simple and reliable. Change the code regularly.
Smart lock
150-300€ (Nuki, Igloohome, Yale). Add 100-200€ for locksmith installation if needed. Unique code per stay, access history, remote control. The ideal investment for scaling.
Eco-friendly practices
According to Booking.com's 2024 Sustainable Travel Report, over 75% of travelers say they want to stay in eco-friendly accommodations. Adopting sustainable practices isn't just good for the planet. it's a commercial argument and a differentiator.
Quick wins to implement
- 1Refillable dispensers (soap, shampoo) instead of mini bottles
- 2Clearly labeled recycling bins
- 3LED bulbs throughout the property
- 4Faucet aerators / flow limiters
- 5Eco-certified cleaning products (Ecolabel)
Profitable investments
- 1Smart thermostat: 15-20% savings on heating
- 2Class A appliances: pays for itself in 2-3 years
- 3Dual-flush toilet: 50% water savings
- 4Timer for the water heater
Communicate your commitments in your welcome guide
Highlight your eco-friendly actions in your digital welcome guide. Explain recycling instructions, suggest green transportation (bikes, public transit), and recommend local shops and markets rather than supermarkets. Guests appreciate transparency about your sustainability efforts.
Key takeaways
Quiz — Test your knowledge
Check that you've understood the key concepts of this chapter.
20 single-choice questions — instant feedback after each answer.
Frequently asked questions
Allow a minimum of 3-4 hours between a check-out (11 AM) and a check-in (3-4 PM). Some property management companies require a 5-hour window for large properties. Never schedule a check-out and check-in on the same day without sufficient margin.
Respond within 15 minutes maximum. Offer an immediate solution (even a temporary one). Go in person if needed. Offer a goodwill gesture (bottle of wine, discount). A well-handled problem often generates a better review than a stay without issues.
This is the #1 argument for smart locks or key lockboxes. With self check-in, the time no longer matters. If you do in-person check-in, charge a 20-30€ supplement for arrivals after 8 PM.
A full inspection isn't necessary for every stay, but take photos after each cleaning and verify the inventory of key items (remotes, dishes, keys). Report any damage to the property owner immediately.
Start by documenting what you already do. After each cleaning or check-in, note the steps you followed. After 5-10 stays, you'll have a solid procedure. Have a new contractor test it to identify gaps. A good SOP fits on one A4 page.
Nuki (200-300€) is the most popular choice in Europe: compatible with most existing locks, no need to change the door. Igloohome (200-300€) works without WiFi (offline-generated codes), ideal for areas with poor connectivity. Yale (250-350€) offers the best smart home integration.
At 10 properties, linen rental often offers the best quality/time ratio. You don't have to manage washing or stock. Beyond 15-20 properties, investing in a professional machine (2,000€) and hiring a dedicated person becomes more cost-effective. Always plan 3 sets per bed and an emergency stock.
Stay calm and professional. Remind them of the booking conditions and late departure penalties. If the guest refuses, contact the platform immediately (Airbnb has a dedicated protocol). Never try to force a guest to leave yourself. that's a matter for law enforcement if necessary.
Several levers: rigorous screening (red flags on local one-night weekend bookings), Minut or NoiseAware noise sensors (real-time alerts), clearly posted rules, deterrent security deposit. Airbnb now prohibits parties on its platform, giving you contractual leverage.
For standard properties, basics suffice: soap, shampoo, coffee, tea. For premium properties (>150€/night), quality products make a difference: ground coffee, local olive oil, artisan soap. The cost is 5-10€ per stay, but the impact on reviews is significant. Avoid mini bottles: refillable dispensers are more eco-friendly and economical.
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