Staff Portal SOP
Roles & Responsibilities
This page outlines exactly what each role is responsible for on a daily basis and how work flows across the Lakeshores team.
Leadership
Stacey (Director)
- Final decision making on disputes, owners and finances
- Owner relationship management and escalations
- Approving refunds, compensation and major expenses
- Business growth, onboarding approvals
- Oversight of compliance and risk
Shannon (Operations Lead)
- Overseeing daily task flow in Property Stack
- End-of-stay processing and bond decisions
- Ensuring cleaner reports are reviewed
- Coordinating urgent issues and escalations
- Ensuring bookings are ready for disbursement
Office Team
Nerissa (Office Manager)
- Managing daily admin and workflow coordination
- Owner communication and updates
- Monitoring inbox and ensuring responses are handled
- Following up outstanding tasks and compliance items
Arianne (Guest Services)
- Answering phones and guest enquiries
- Handling booking communication
- Sending check-in details and assisting guests
- Logging all issues in Property Stack
Ruby (Marketing & Bookings)
- Managing listings and updates
- Handling direct bookings and enquiries
- Website updates and marketing content
- Ensuring listings are accurate and appealing
Field Team
Doug (Maintenance & Inspections)
- Pre-arrival inspections
- Identifying maintenance issues
- Completing minor repairs
- Reporting issues with photos
Linen Team
- Preparing and delivering linen
- Tracking linen usage per property
- Reporting shortages or issues
- Coordinating with cleaners and office
Key Rules Across All Roles
- All work must be recorded in Property Stack
- No task is complete without notes
- Urgent issues must be escalated immediately
- Guest experience is always priority
- Do not rely on memory or messages