1. Module
1:
General
Office
Procedures
Page
7
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
General Office
Procedures

2. Module
1:
General
Office
Procedures
Page
2
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
General Office Procedures
Module Objective
Familiarize office staff with general day to day company operational procedures.
Contents
I.
Services offered by RJH Realty Investments...................................................................................... 3
II.
Daily Opening and Closing Procedures................................. Error! Bookmark not defined.
III.
A Typical Month (In-Office Staff) ............................................ Error! Bookmark not defined.
IV.
General Accounting................................................................................................................................. 6
V.
Advertising Summary and Examples....................................... Error! Bookmark not defined.
SUPPLEMENTS: #1 RJH Realty Application
#2 Verification of Rent (VOR)
#3 Verification of Employment (VOE)
#4 Denial Letter
#5 Mini Storage Lease
#6 Completed Work Order example
#7 Return Check Form
RESOURCES: www.oscn.net
www.rjh-realty.com/admin
www.craigslist.com
www.rjh-realty.com

3. Module
1:
General
Office
Procedures
Page
3
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
I. Services
offered
by
RJH
Realty
Investments
RJH Realty is a full service real estate
brokerage firm offering brokerage and property
management services to the Norman,
Oklahoma City metro, and surrounding areas.
Our clients can rely on us for any real estate
need.
Our property management services include
screening of prospective tenants, entering into
lease agreements, rental market analysis,
accounting for all rents, expenses, repairs, and
all other aspects of property management. We
send out bi-monthly owner’s statement along
with their collected rents.
Real Estate professionals can be a great source
of information from current housing trends, buying/selling opportunities, financing assistance,
and first time buyer programs. While services offered by our company are unlimited in regard
to real estate, below is a list of some of the property management services we offer.
Evaluate
property
and
surrounding
market
to
determine
appropriate
rental
rate
• Inspect, photograph, and document in detail the interior and
exterior of the property.
• Recommend any necessary repairs or improvements to the
property to maximize rental rate potential
• Research area rental rates and work with owners to
determine appropriate rate for property
• Discuss benefits and drawback to various policies including,
but not limited to: pets, smoking, etc…
Marketing
the
property
• Make the property ready for rent
• Advertise the property through various mediums
• Field calls from prospective tenants to answer any questions
or scheduling property showings
Tenant
screening
and
selection
• Conduct background check of all prospective tenants
• Determine approval status of application using pre-defined
criteria
• Notify prospective tenant of decision

4. Module
1:
General
Office
Procedures
Page
4
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
Tenant
move-­‐in
• Execute lease agreements and review guidelines with new
tenant
• Conduct move-in inspection
• Collect any additional deposits and rents at time of lease
Collection
of
rent
• Receive rent from tenants
• Enforce late fees for past due rent
• Serve appropriate notices such as, Notice to Quit, Notice of
Balance, etc…
Evictions
• File appropriate paperwork
• Represent property owner in court
• Coordinate lockout with county law enforcement
Inspections
• Preform appropriate inspections of property when necessary
• Convey any issues found with property owner
Financial
• Provide property accounting documents to owner
• Maintain documentation of all property expenses
• Provide annual reports for tax purposes
• Provide bi-monthly cash flow statements
Maintenance
and
remodeling
• Oversee all maintenance and remodeling of property
• Provide network of vendors
• 24 hour emergency line
Tenant
move-­‐out
• Schedule inspection
• Detail and photograph any issues with property
• Provide tenant copy of report within 30 days of receiving keys
• Schedule Make-Ready
• Advertise unit

5. Module
1:
General
Office
Procedures
Page
5
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
Notice
to
Quit
and
late
fees
• Charged on the sixth day of each month by the Property Managers
• Late tenant reports are printed by the Property Managers
• Notices are filled out, posted, and mailed certified on the sixth day of each month by
the Property Managers.
Owner’s
statements
• Mailed, e-mailed, and/or posted online out around the 10th
and the 28th
of each month
along with owner’s funds, fund transfers, or balance by the Office Manager.
• Can be found at: www.appfolio.com/reports
Rent
• Charged around the first of every month by the Property Managers
• Collected mostly from the first to the fifth of each month by the Administrative and
Office Assistants.
• Considered late after the fifth of the month
• Cash, cashier’s check, or money order for full balance is the only acceptable forms of
payment after eviction paperwork has been filed, without permission from the Property
Manager.
Scheduling
Showings
RJH Realty is a fast paced work environment which makes time management and scheduling a
priority.
• Snap Appointments is the online calendar used to manage all employees schedule which
consists mostly of showings. It is important that all scheduled showing get placed on the
calendar to insure an agent is at a showing.
• Determining appropriate time can be a tricky aspect to scheduling showings. All
employees must take into consideration property location and necessary drive time
before scheduling a showing.
• If a property is occupied 24 hours’ notice must be given to the current tenant before
the showing can be confirmed.
• All showings should be confirmed the day of

6. Module
1:
General
Office
Procedures
Page
6
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
Snap
Appointments
• All planning and scheduling of in-office staffs’ daily activities can be found on RJH’s
Google Calendar.
Note: Be prepared to manually take appointments if website is down. Make sure to put
appointments on website as soon as it’s working again.
II. General
Accounting
Rent
receipts
Rent payments can be made in the form of money order, cashier’s check, or personal check.
Most tenants pay their rent from the first to the fifth of the month with makes for a very
busy and sometimes hectic week. Regardless of the possible confusion, it is of
utmost importance that rent is entered into APPFOLIO accurately and that the
tenant receives a receipt. A recording error in rent can result in inaccurate bank
deposits, tenant statements, inaccurate disbursement of owner’s funds, and eviction
paperwork, etc… It is better to take your time during this process than trying to rush.
Below is an illustration and instructions for recording rent.
1. Enter payment amount
2. Enter tenant name
3. Mark the date paid.
4. Verify charge amount is correct
5. Month paid
6. Post payment

7. Module
1:
General
Office
Procedures
Page
7
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
Late
Fees
Late fees are a common issue for any business. It is important to not only notify the tenant
responsible, but to also record correctly in APPFOLIO. First notify the Property Manager of
the issue either through e-mail or in person. Manually enter the $50 late fee and a returned
check form has to be filled out and mailed to the tenant. Below is a picture to demonstrate
how to charge a late fee.
SUPPLEMENT: #7 Return Check Form
Below is an illustration and instructions for posting a deposit
1. Select Late Fee option. 4. Make sure the late fee is correct
2. Search for tenant if needed. 5. Charge late fee
3. Select proper tenant.

8. Module
1:
General
Office
Procedures
Page
15
RJH
Realty
Investments,
Inc.
Revised
5/2013
Training
Manual
Return Check Form (NSF)