Staff Portal SOP

Property Stack Task System

This page explains how tasks must be created, assigned, updated and closed in Property Stack so nothing is missed.

If it is not logged It is not being managed. Property Stack is the source of truth.
Every task needs an owner No task should sit unassigned or rely on someone remembering it.
Update as you go Notes must be added as calls, messages, approvals and actions happen.

When to Create a Task

Create a task whenever something needs action, follow-up, evidence, approval or handover.

Guest Issues

Access problems, complaints, missing items, refund requests or guest concerns.

Cleaning

Missing cleaner reports, presentation issues, linen changes or follow-up photos.

Maintenance

Repairs, quotes, contractor bookings, urgent faults or owner approvals.

Bookings

Unpaid bonds, incomplete forms, guest numbers, special requests or owner blocks.

Owner Requests

Statement queries, property updates, approval requests or calendar changes.

Admin

Invoices, disbursements, corrections, platform issues or internal reminders.

Task Creation Workflow

Use this structure every time so another staff member can clearly understand what is happening.

Step 1

Clear Title

  • Use the property name first.
  • Summarise the issue clearly.
  • Avoid vague titles like “check this”.
Step 2

Add Details

  • Include guest, booking or owner details.
  • Record what has already happened.
  • State what still needs to happen.
Step 3

Assign Ownership

  • Assign the task to the correct person.
  • Do not leave tasks floating.
  • Reassign clearly if needed.
Step 4

Set Priority

  • Urgent if it affects a current guest.
  • Same day if it affects an arrival.
  • Scheduled if it is non-urgent.
Step 5

Update Progress

  • Add notes after each action.
  • Record calls, messages and outcomes.
  • Attach photos or evidence where needed.
Step 6

Close Correctly

  • Only close once fully resolved.
  • Make sure final notes are clear.
  • Do not close just to clear the list.

Final Standard

  • No task should be unassigned.
  • No urgent issue should be left without notes.
  • No task should be closed without a clear outcome.
  • Another staff member should be able to understand the issue without asking extra questions.
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