Van der Valk Golf Resort Inverness Property Management Program 2013

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2 1 General Introduction Van Der Valk Property Management opened its doors in 1998 at the Lakeside G&CC. Since then it has grown into a company that manages over 125 homes. Van Der Valk will take care of your (investment) home as you would do yourself. Enclosed you ll find a lay-out of our company and a description of our services based on more than a decade of experience! 2 Organization 2.1 Introduction Our organization has four departments each with it s own manager. Each manager is responsible for their department, and therefore will be best able to give a direct response to the questions of the homeowners. The four departments are: Service Center & Housekeeping; Front Desk & Concierge; Bookkeeping Department; Remodel and new- construction & Real-estate. 2.2 Service Center & Housekeeping The Service Center is responsible for the upkeep and maintenance of your property. As well as being in charge of activities like: Lawn, -Pool maintenance and housekeeping. In addition the Service Center will also be responsible for inventory of your rental and inspections of the technical equipment. Our Service Center will send a periodic report to all home owners in which it will present all activities that were done in the referenced period. The Service Center will also advise the homeowner about preventive maintenance and repairs. For a question or a request to the Service Center contact the Front Desk Manager, he or she will be able to get you an answer and or will set up an appointment with the Service Center manager. 2.3 Front Desk & Concierge The Front Desk is and will be the place to go for all your questions. The desk is open 7 days a week from 9am to 6pm. The Front Desk is responsible for everything in regards with our rental program, as well as bookings made by yourself. Our Front Desk employees will meet and greet your guests at check in, and will address all questions and requests that they might have. The Front Desk is also the place to reserve your Tee-Times and order your event tickets. It goes without saying that you can or phone in your requests as well. 2.4 Bookkeeping All bookkeeping and accounting work is done at the Van Der Valk Accounting office, you will be appointed a manager who will be responsible for all accounting and bookkeeping activities in regards with you home, Feel free to stop at our office for your questions and requests, you can also or phone in your requests. There is an Account Manager appointed to your homeaccount who is responsible for paying your bills and the financial record-keeping, once per month we will you a statement of all the transactions that took place during the previous month. 2.5 Construction Company & Real Estate office Van Der Valk Construction is responsible for new- construction, remodeling and repairs in your home. In addition our Construction company can take care of preventive maintenance on you re A/C system, pool equipment etc.. Call the construction company office for advise on when to repaint your house or for proposals on replacing floor covering. Page 2

3 2.6 Organization Chart: Property Management Van der Valk Golf Resort Inverness Property Management Service Manager Front desk Manager Client Account Manager Construction Manager 2.7 Who is your person to go to Our organization is set up that you as home owner has one contact person, namely the Front desk manager. You can contact him/ her via , phone or in person at the office. However, if you wish you can communicate with each manager of the department you want the answer from. 2.8 Complaint procedure property management In the event that our service has not been done the way you expected, we like you to pass that directly to the responsible manager of the appropriate department within the program. The managers will follow a standard procedure to handle the query. Naturally, the first step is to try to solve the problem directly with you. Senior management will be notified of each complaint. Whenever you re not completely satisfied with the way your complaint is handled, you can report the senior management directly. 3 Property Management Packages 3.1 Introduction There are different Property Management bundles available within our 2013 program, and each bundle can be tailored to your liking. The first thing that you need to decide is whether to join our rental program or not. Whenever you do join our Rental program you have to include our Golf & Wellness membership in your service bundle, as well as certain minimum quality requirements that your house needs to meet. The four start packages are: Single Family Home including Golf & Wellness membership Single Family Home excluding Golf & Wellness membership Condo including Golf & Wellness membership Condo excluding Golf & Wellness membership Note: you can become a member of our Golf & Wellness club without joining our Rental program. 3.2 Property Management Services Lawn maintenance; Pool maintenance; chemical balance and brushing & power wash; Bookkeeping and accounting and financial reports of your bills; Periodic inspections of your home; Maintenance of mechanical and electric equipment; Perform and supervise repairs and replacing items if necessary; Monthly reports of maintenance and repair activities to homeowners. You will find more detailed description of services in the appendixes. Page 3

4 4 Financial settlement 4.1 Introduction The financial settlement within our property management program is quick and efficient. We have categorized various costs into groups: Monthly fixed charges; Monthly recurring fluctuating charges; Monthly additional charges; Annual costs like insurances and taxes; Rental income; Monthly fixed charges Every month a fixed amount will be charged to the homeowners account. This amount covers all fixed costs like telephone, television, waste pick up, maintenance pool and garden, etc. The specification of the content and the costs of this package are presented in the appendixes Monthly Recurring Fluctuating charges Every month the recurring fluctuating charges will be entered when received by the bookkeeping department. This involves invoices for electrics, water and gas. These kinds of costs will always be invoiced after receiving the bill at the end of a billing cycle usually at the end of the month Monthly additional charges This is the category in which the costs of repairs, replacements, remodeling, extra cleaning, etc will be entered. The Service Center will normally communicate with the homeowner upfront about this sort of costs Annual costs like insurances and taxes On an annual basis (by routine) your will receive an insurance bill or real estate taxes bill. These costs are considered a separate cost, these bills will be paid by the home owner self and directly, and will not be shown on your monthly statement Rental income Van der Valk Golf Resort Inverness will compensate a fixed fee per night to the homeowner depending on the category of the home and the season of the booked night. In the document that describes the rental program you will find a more detailed explanation. Rental income is only for homes that joined our rental program. 4.2 Transfer of payments within the property management program Van der Valk Golf Resort Inverness is responsible for paying all invoices concerning the property management of the homes within the program as discussed above. The homeowner is responsible to have a positive balance in its account, Van der Valk Golf Resort Inverness can only pay bills in a timely manner when funds are available. In order to prevent reciprocal settlement and mixing of cash flow the following procedure has to be followed: 1. The homeowner will deposit every 1st day of the month a set amount to the account of Van der Valk Golf Resort Inverness. This amount can be divided into two components: a. The amount of the fixed monthly charges; b. A fixed advance for the monthly recurring fluctuating charges; 2. Van der Valk Golf Resort Inverness will contact homeowners to inform about the tax bills and/or insurance bills that are received by Van der Valk Golf Resort Inverness; 3. Every quarter the advance monthly payments and additional costs will be recalculated. Page 4

5 5 Appendixes Van der Valk Golf Resort Inverness 5.1 Appendix: Service Center Activities Coordinate, supervise, and carry out inspection of: Lawn maintenance Pool maintenance Housekeeping, departure cleaning of your home Pest control Replacing of inventory Repair in and/or around your home Technical installations Service concerning BBQ grills, baby cribs, etc. Repairs or resolve malfunctions in the homes during your stay, or guests Inspection duties: Inspection of your home after occupancy period Inspection of your home once every 2 weeks when unoccupied Inspection of the sprinkler system Annual inventory of all items in your rental property Miscellaneous duties: Garbage pickup (at irregular days) so there won t be any garbage left in your home after an occupancy period Informing homeowners concerning required maintenance report to the homeowner concerning the work done on their property Service Manager The Service Manager is responsible for all activities of the Service Center. The Service Manager is the contact person for the homeowner for all mentioned duties and activities. Renter will not be in contact with the Service Manager, but will notify the Front Desk in case of complaints and/or malfunctions at the home. The Front Desk will immediately inform the Service Manager so that he can arrange to fix any possible problems Service handyman The Service Center will employ one or two handymen who will be responsible for technical service for the properties. When the handyman needs to do some work at a property, the homeowner will be charged for the time spent by the handyman. For repairs and replacements under the $100 the Service Center does not require prior approval from the homeowner. When the total amount of a repair or replacement is higher than the $100, then the Service Manager will attempt to contact the homeowner beforehand. However, during a rental period the first priority of the Service Center is to service the guests as soon as possible. The rate of the handyman is $28 per hour. The time spent by the handyman will be charged to the homeowner in units of 15 minutes. Page 5

6 5.2 Appendix: Property Management Package Van der Valk Golf Resort Inverness Summary of the monthly fixed costs which are included in the package: Pool care $ 80,00 Garden maintenance $ 100,00 FDS Disposal $ 16,50 Brighthouse television $ Pestcontrol $ 17,50 Airco maintenance service $ 10,00 Golf & Wellness $ 135,00 Management fee $ 112,00 $ These costs (except for the management fee) are based on the real costs charged to Van der Valk Golf Resort Inverness by the suppliers or subcontractors. Fluctuations in these costs will always be charged to the home owner, home owner will be informed. The variable costs per month are being estimated at: $ Fixed costs of package: Single Family Home including Golf & Wellness $ Fixed costs of package: Single Family Home excluding Golf & Wellness $ The monthly amounts are based on the monthly fixed costs plus $400 advanced payment for the variable costs. In showing the costs of the two packages for the Condos, the costs for maintenance of the garden is considered to be a part of the Condominium Association. In case of double work or costs due to changes in one of the two packages (property management program and the activities within the Condominium Association), one of the programs will be adjusted. Page 6

7 5.3 Appendix: Swimming pool maintenance Weekly Brush and vacuuming the pool as required Brush sides of the pool Clean skimmer Inspect time clock and timer Inspect pool pump and water connections Inspect pressure of the filter equipment and backwash when necessary Inspect quality of the swimming water and add chemicals when necessary Check water level pool Monthly Clean filter Clean pool deck, with high pressure if necessary If necessary Replace defective materials and or equipment, will be invoiced to home owner separate Fill up pool 5.4 Appendix: Maintenance of Garden Weekly Mow and clean lawn (during summertime more frequently than during the winter) Trim lawn at curbs, road and driveway Abatement of weeds and weed the standard flower and plant beds Trim partitions between lawn and beds Blow off curbs and driveway Pick up storm debris(loose plants, etc.) Remove mole hills and fill up holes which are caused by digging animals( charged to home owner separately) Two times per year Inspect of gutters, cleaning will be invoiced separately Inspect irrigation system (system and timers), repairs will be invoice separately If necessary Replace and/or add stones or mulch (at cost to homeowner) Replace various materials (at cost to homeowner Clean gutters (at cost to homeowner) Abatement of bigger vermin (moles, etc.) (at cost to homeowner) Page 7

8 5.5 Appendix: Cleaning homes (everything under 1.80 meters high) Living room Vacuum Vacuum couch and the upper side between the pillows Clean tables Clean lampshades Clean television cabinet, inspect and clean drawers Clean sliding doors (wipe away fingerprints etc.) Close blinds and periodic cleaning Clean windowsills Mop tiles at entree Clean entree Clean chairs Bedrooms Vacuum Make bed with clean linen Clean bedside cabinets and inspection drawers Clean lampshades Close blinds and periodic cleaning Clean windowsills Inspect additional sheets for stains or damages in every room Put plastic bags in trash bucket Hang all dress hangers to one side Bathrooms Sweep and mopping floors Clean bath and shower cabinets and toilet; Inspect shower curtain for cleanliness Clean washbowls, accessory and countertops Clean drawers and cabinets Inspect towels for stains and damages, folding towels, hanging up towels Put down soaps; Put plastic bags in trash bucket Close blinds and periodic cleaning; Clean windowsills Garage Inspect, clean, removal of garbage, and sweep dirt Kitchen Sweep and mopping floors Clean microwave, cooking-range, hood and oven Clean refrigerator and freezer Clean coffee machine Clean cabinets and drawers (inside and outside) Clean sink, washbowls and counter top Inspect plates, pans, cups, glasses and tableware Inspect dishwasher, washer and dryer Clean behind all appliances (big appliances will not be removed) Clean trash bucket and put plastic bag in it Put container outside and periodic cleaning (put it back in after emptying) Clean windowsills Turn off icemaker and throw away ice Page 8

9 5.5.6 Pool deck Put furniture under lanai Bring pillows to garage (when unoccupied for longer periods of time) Clean pool deck General Inspect lamps Clean all mirrors Clean front door (both sides) Set air-conditioning to 85 degrees (on auto/cool) Replace A/C filter (quarterly) Change batteries in fire alarm (yearly)(charged to home owner) For the cleaning activities: The closets in the halls are considered a part of the bathrooms; The dining room and breakfast nook are considered a part of the living area; Additional tables and cabinets are considered a part of the room where they actually stand. Clean windows and doors to pool deck All plugs in power points 5.6 Appendix: Start up Property Management Program Startup amount is $2500 for deposits and first month payments of Fixed and Fluctuating charges Apply for water, electric, telephone and cable television Apply for various licenses Install all needed insurances Set up contracts for: Trash service Termite contract Pest control Maintenance swimming pool Maintenance garden/lawn and checkups irrigation Order home for inspection, if necessary, charged to home owner Install telephone, television, first aid box, fire-extinguisher, etc. During the start-up phase there will be contact between the new homeowner and one of the managers to explain everything within the property management program. 5.7 Appendix: Address en telephone numbers Van Der Valk Golf Resort Inverness 4555 E. Windmill Drive, Inverness FL34453 Tel: (352) Front Desk, concierge and reservations: Info@valkusa.com Tel: (352) Housekeeping and maintenance: Service@valkusa.com Tel: (352) Van Der Valk Office 1577 N. Florida Avenue, Hernando FL34442 Tel: (352) Accounting & Bookkeeping: Office@valkusa.com Tel: (352) Construction and remodel work: Construction@valkusa.com Tel: (352) New construction and resales Sales@valkusa.com Tel: (352) Page 9