Lakeshores Staff Portal

Team Manual & Weekly Workflow

A clear operating guide for running Lakeshores properties consistently, professionally and profitably, with shared responsibility, clean systems and strong follow-through.

Property Stack First

If it is not logged in Property Stack, it does not exist.

2:00pm Readiness

All arrival properties must be guest-ready before 2:00pm.

One Team

Core roles matter, but everyone helps where needed.

Core Principles

These rules apply across the entire team and are the foundation of how Lakeshores operates.

Operating Standards

If you touch it, you own it.
All tasks must be logged in Property Stack.
Create, assign, watch, update and complete.
2:00pm readiness is non-negotiable.
No WhatsApp for tasks, only urgent alerts.

Task Writing Standard

Clear title.
Property name.
Exact action required.
Deadline.
Photos if needed.
Correct assignee and watchers.

Core Team Principle:

No task is “someone else’s problem”. Guest readiness, owner confidence and smooth operations come before job titles.

Team Responsibilities & Working Together

Every role at Lakeshores has core responsibilities, however no role operates in isolation. The business works best when everyone communicates, supports each other and steps in where needed.

Important Expectation

While staff have primary responsibilities, all team members are expected to assist outside their normal role when required, support other team members during busy periods, help solve operational issues proactively, communicate clearly and protect the guest and owner experience at all times.

Stacey, General Manager & Business Oversight

Strategy

Owners

Pricing

Escalations

Primary Responsibilities

Business strategy and growth.
Owner communication and escalations.
Pricing and revenue management.
Trust accounting and disbursements.
Major guest disputes and platform escalations.
Operational direction and staff support.

Core Focus:
Protecting and growing the business while supporting staff, guests and owners.

Shannon, Operations Manager

Operations

Maintenance

Readiness

Coordination

Primary Responsibilities

Daily operational oversight.
Cleaning and maintenance coordination.
Ensuring all properties are guest-ready.
Task allocation and workflow management.
Field team coordination.
Training and operational improvements.

Core Focus:
Keeping operations organised, proactive and running smoothly.

Arianne, Guest Bookings & Compliance

Bookings

Guests

Compliance

Support

Primary Responsibilities

Guest communication and bookings.
Arrival preparation and compliance.
Pre-arrival forms and guest verification.
Check-in support and guest issue management.
Property maps and guest information.
Administrative support tasks.

Core Focus:
Ensuring guests are informed, prepared and supported throughout their stay.

Ruby, Marketing & Property Presentation

Marketing

Listings

Guidebooks

Presentation

Primary Responsibilities

Listing improvements and accuracy.
Guidebooks and guest information.
Marketing and social media.
Property presentation improvements.
Owner value-add suggestions.
Content creation and newsletters.

Core Focus:
Improving property presentation, listings and guest experience.

Nerrissa, Finance & Systems Control

Finance

Xero

Compliance

Systems

Primary Responsibilities

Xero and invoice processing.
Property Stack system management.
Task follow-through and accuracy.
Compliance tracking.
Payment processing support.
Maintenance and operational follow-ups.

Core Focus:
Keeping systems accurate, organised and completed properly.

Josh, Field Team Lead

Inspections

Quality

Linen

Field Lead

Primary Responsibilities

Property inspections and quality checks.
Linen and field coordination.
Maintenance support.
Drone photography and property visuals.
Guest-facing field support.
Presentation and operational improvements.

Core Focus:
Maintaining property quality standards and supporting field operations.

Jordon, Field Operations & Support

Field Work

Maintenance

Support

Creative

Primary Responsibilities

Field execution and maintenance support.
Property inspections and issue reporting.
Operational support tasks.
Presentation improvements.
Marketing and creative assistance.
On-site problem solving.

Core Focus:
Supporting operations efficiently in the field while assisting where needed.

Brody, Logistics & Support

Bins

Logistics

Support

Primary Responsibilities

Bin management and collection runs.
Linen and logistical support.
General operational assistance.
Property presentation support.
Helping field operations during busy periods.

Core Focus:
Supporting smooth day-to-day logistical operations.

Lakeshores operates as one team, not separate departments.

Everyone is expected to communicate clearly, step in where needed, focus on solutions rather than blame, and help keep Lakeshores operating efficiently.

Daily Workflow

The daily structure keeps the team aligned, prevents last-minute chaos and protects the guest experience.

8:00am

Field team starts with pre-loaded jobs reviewed the day before.

On Mondays, review the run in the morning on the computer so the full day can be seen and adjusted.

8:30am

Shannon reviews cleaning schedule, maintenance, priorities and same-day risks.

11:00am

Arianne takes over phones, guest communication and arrival checks.

Midday

Cleans, linen, maintenance, inspections and field tasks are actively being completed.

2:00pm

All booked arrival properties must be guest-ready.

Afternoon

Prepare the next day, including linen, van, tasks, run planning and handovers.

Booking & Guest Workflow

Guest communication must be fast, accurate, friendly and properly recorded.

Booking Process

Respond to enquiry within minutes.
Confirm availability, pricing and suitability.
Enter booking into Property Stack.
Send check-in form.
Verify ID and signature.
Secure bond or card.
Send guidebook and instructions.
Support guest during stay.
Post-stay, review, notes and follow-up.

Guest Compliance Checklist

ID verified.
Agreement signed.
Bond secured.
Guest count correct.
Check-in instructions sent.

Cleaning, Turnover & Inspection

Every property must be checked as if you owned it. Be critical, fix what can be fixed and log anything that needs follow-up.

Turnover SOP

Day before, check all cleans are assigned and linen drops coordinated.
Morning, confirm cleaners and access, check WhatsApp for urgent alerts only.
Execute linen changes and check properties are okay for bond release.
Inspect properties thoroughly.
Log issues with photos in Property Stack issues, not only via WhatsApp.
Confirm all booked properties are ready before 2:00pm.

Room-by-Room Checklist

Kitchen, wipe benches, clean appliances and empty bins.
Bathrooms, sanitise, replace towels and check supplies.
Bedrooms, fresh linen, beds made properly, hide cords and dust.
Living areas, dust, vacuum and arrange furniture.
Outdoor areas, sweep decks, check BBQ and tidy presentation.
If repeated issues occur, notify cleaners with clear examples.

Important:

We are all human and mistakes can happen. Fix minor issues as you go. Repeated issues should be raised properly with photos and clear notes.

Linen System

Linen must be forecast, prepared and tracked properly so arrivals are not delayed.

Linen Steps

Forecast linen based on bookings.
Prepare linen the day before.
Deliver correct linen to the correct property.
Collect used linen.
Track beds used.
Maintain quality, no stains or damaged linen.

Shed & Van Management

Keep van stocked in the afternoon, not the morning.
Keep shed clean and organised.
Check stock levels daily.
Report shortages early.
Ensure usage aligns with bookings.

Maintenance Workflow

Maintenance issues must be captured, allocated and followed through until fully resolved.

Maintenance Steps

Issue identified.
Log in Property Stack.
Assign to field team or contractor.
Fix immediately if minor.
Escalate if required.
Close task only when fully resolved.

Emergency Playbook

Missed clean, reallocate immediately.
No linen, escalate and source urgently.
Guest issue, respond immediately.
Damage, document and secure.

Finance, Disbursement & End-of-Stay Processing

Finance relies on accurate entries, correct property allocation and no duplicate invoices.

Finance SOP

Enter invoices into Xero.
Log invoices into Property Stack.
Check for duplicates.
Approve payments Wednesday.
Prepare end-of-month disbursements.

End-of-Stay SOP

Review cleaning report.
Check property condition.
Record linen used.
Approve or hold bond.
Update notes.
Mark ready for disbursement.

Role Workflows

These workflows provide extra detail for each key area. They support the role summaries above, but do not replace teamwork and flexibility.

Stacey, Strategy & Oversight

Morning

Review bank and trust account movements.
Check ABA payments, OTA invoices and owner payment issues.
Scan Property Stack for escalated guest issues, maintenance flags and unresolved items.

Core Focus

Support urgent operations before Arianne starts.
Review pricing, occupancy and underperforming properties.
Manage owner emails, disputes and financial clarifications.
Handle difficult guests, owner complaints and platform disputes.
Protect the company.

Shannon, Operations Leader

Morning

Review Property Stack messages, tasks and overnight issues.
Check arrivals, departures and same-day turnarounds.
Allocate or reassign tasks where needed.

Core Focus

Confirm cleans, linen and field priorities.
Monitor progress from 11:00am to 2:00pm.
Ensure all arrival properties are guest-ready by 2:00pm.
Review next-day linen and field run.
Train with Stacey on pricing and operational management.

Arianne, Bookings & Guest Experience

Start Time

11:00am, or 12:00pm during daylight savings time.

Core Focus

Review Property Stack, email, booking channels and phone messages.
Prioritise same-day arrivals, guest issues, payments and access problems.
Confirm pre-arrival forms, payments, bonds and check-in instructions.
Respond to guests across Property Stack, Airbnb, Booking.com, email and phone.
Log every issue in Property Stack.
Update Nitel over the weekend where required.

Nerrissa, Systems, Finance & Completion

Core Focus

Review Property Stack and incomplete or overdue tasks.
Enter invoices into Xero and Property Stack.
Check duplicate invoices and correct allocations.
Clean up unclear tasks and missing notes.
Monitor linen usage and ordering.
Track STRA compliance, insurance records and smoke alarm checks.
Make sure nothing falls through the cracks.

Ruby, Marketing, Listings & Improvements

Core Focus

Review assigned tasks and listing issues.
Improve 1 to 2 listings per day where possible.
Update photos, descriptions and listing accuracy.
Improve guidebooks, entry instructions and WiFi clarity.
Identify property improvements and log them in Property Stack.
Work on social media, property highlights and seasonal promotions.
Make every property better every day.

Field Team, Concierge & Presentation

Core Focus

Plan runs logically by location.
Reduce unnecessary driving and isolated trips.
Deliver linen for same-day cleans and early arrivals first.
Inspect properties while onsite.
Take photos and log issues in Property Stack.
Improve property presentation on slower days.
Every trip should solve multiple problems.

Field Team Run Planning

The field team run must make sense. Group areas, reduce fuel costs and avoid wasting time with back-and-forth driving.

End-of-Day Planning

Review all jobs scheduled for the next day.
Group jobs by area, such as Blacksmiths, Caves Beach and Swansea.
Prioritise same-day cleans, early arrivals and same-day turnovers.
Move non-essential jobs to better days if the route does not make sense.
Finalise a logical run before finishing each day.

On-Site Expectations

Look for issues while onsite.
Take photos.
Log all issues in Property Stack.
Sweep decks and tidy outdoor areas where time allows.
Complete small maintenance tasks where possible.
Do not rely on memory or verbal updates only.

Weekly Operational Rhythm

Each day has a clear purpose so the week stays structured, calm and accountable.

Monday, Weekend Review & Week Prep

Review weekend guest issues.
Review weekend maintenance.
Ensure tasks are created correctly in Property Stack.
Check upcoming arrivals and departures.
Begin entering invoices.
Reset van and shed after weekend.

Tuesday, Payroll & Accuracy Day

Review and approve staff timesheets.
Check cleaner hours and field reports.
Continue invoice entry into Xero and Property Stack.
Check for missing invoices, duplicates and incorrect allocations.

Wednesday, Accounts & Payments Day

Process supplier payments.
Review Xero accuracy.
Check trust account items.
Process ABA payments where required.
Review Booking.com and OTA invoices.

Thursday, Property Review & Marketing Day

Review property presentation.
Improve listings and photos.
Update guidebooks.
Plan marketing updates.
Complete deck, BBQ and outdoor presentation checks.

Friday, Weekend Readiness Day

Confirm all arrival properties are ready.
Check linen allocations.
Confirm cleans are complete.
Check maintenance is resolved.
No property should be left not guest-ready unless blocked in Property Stack.

Weekend Operations

Fast guest response times.
Escalate urgent issues quickly.
Keep Property Stack updated.
Protect the guest experience.

Timesheet Rule:

Timesheets must be submitted correctly and on time. If not submitted by cutoff, payroll will be processed based on the current submitted timesheet. Any corrections will be adjusted in the following pay cycle. Staff will not be chased for approvals or confirmations.

Team Culture & Expectations

How we work matters as much as what we do. Clear communication keeps the business calm and professional.

Expected Behaviour

No gossip.
No interrupting.
Clear communication.
Respect and accountability.
Support each other.
Focus on solutions, not blame.

What Success Looks Like

Less chaos.
Less chasing.
Better accountability.
Cleaner finances.
Better guest experience.
Smoother weekends.

Final Reminder:

Everyone has a core role, but everyone also helps keep Lakeshores working. The team succeeds when people take ownership, communicate early, help each other and follow tasks through properly.

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