ALTA VISTA

REAL ESTATE BUSINESS

In Partial Fulfillment of the Requirements in

Entrepreneurship Subject

Prepared By:
Linog, Norzharrina Andriana
Cabreros, Sal Augustine
Castillon, Alyson kate
Villarente, Hannah
Malinao, Meriam
Labalan, Jude
Jayme, Julia

July 2023
 TABLE OF CONTENTS
Title Page…………………………………………………………………………………… i
Table of Contents……………………………………………………………………....... ii
Confidentiality Agreement…………………………………………………………....... iii

CHAPTER II. COMPANY BACKGROUND................................................................. 5

Introduction.............................................................................................................5
Business Description............................................................................................. 5
Mission, Vision, and Objectives............................................................................. 6
Core Values........................................................................................................... 8

Chapter III: MARKETING ANALYSIS........................................................................ 9

S.W.O.T ANALYSIS................................................................................................9
STRENGTH...................................................................................................... 9
WEAKNESS.................................................................................................... 9
Opportunities................................................................................................... 9
Threats.............................................................................................................9
VALUE PROPOSITION................................................................................... 9
COMPETITORS.............................................................................................10

Chapter IV: Marketing or Sales (Marketing Plan)..................................................11

Product................................................................................................................ 13
Price.....................................................................................................................13
Place....................................................................................................................13
Promotion............................................................................................................ 13
People..................................................................................................................13
Process................................................................................................................14

Chapter V: Organizational Plan ............................................................................. 15

Organizational Structure ...................................................................................... 15
Staffing .................................................................................................................15
Training Plans....................................................................................................... 19

Chapter VI: Organizational Plan ............................................................................ 22

Operating Procedures ...........................................................................................22
Marketing Strategy ....................................................................................................
Inventory, Equipment and Tools.................................................................................
Appendix .....................................................................................................................
REFERENCES..............................................................................................................

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 CONFIDENTIALITY AGREEMENT

In accordance with the requirements for the STEM track, all information
provided in the business plan will be solely used for academic or education purposes
(discussions, presentations, improvements) and no other purpose whatsoever. Such
information includes business ideas, designs, marketing plans, labels and
promotional materials created by the original proponents.

CHAPTER I
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 EXECUTIVE SUMMARY

Alta Vista Real Estate Company is a leading real estate firm specializing in
property development, investment, and brokerage services. With a strong focus on
delivering exceptional value and customer satisfaction, Alta Vista has established a
solid reputation for its professionalism, integrity, and commitment to excellence in the
industry.

As we look ahead, Alta Vista Real Estate Company remains steadfast in our
commitment to delivering exceptional real estate solutions. We will continue to
explore new growth opportunities, expand our portfolio, and strengthen our presence
in both domestic and international markets. By focusing on innovation, sustainability,
and client satisfaction, we are poised to achieve further success and solidify our
position as a leading real estate company.

Alta Vista Real Estate Company is a trusted partner for all real estate needs,
offering a comprehensive suite of services backed by industry expertise, integrity,
and a commitment to excellence. With a strong track record and a customer-centric
approach, we are well-equipped to help clients navigate the dynamic real estate
market and achieve their investment goals

CHAPTER II

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 COMPANY BACKGROUND

Introduction

The real estate sector is a dynamic and profitable industry that encompasses
the purchase, sale, and leasing of properties, including residential, commercial, and
industrial spaces. It plays a crucial role in the economy by fueling economic growth,
creating job opportunities, and enabling the accumulation of wealth. Real estate
investments have consistently demonstrated their reliability as a means of
generating long-term financial stability and prosperity. In recent years, the real estate
market has experienced notable expansion and transformative trends. Factors like
population growth, urbanization, and rising disposable incomes have contributed to
an increasing demand for properties across different market segments. Furthermore,
advancements in technology and evolving consumer preferences have reshaped the
way real estate transactions occur, underscoring the importance of innovative
approaches and digital solutions.

As the market continues to evolve, it presents both opportunities and

challenges for real estate companies. To thrive in this competitive landscape, it is
crucial to develop a comprehensive business plan that outlines a clear vision,
strategies, and goals. This business plan serves as a roadmap for success, guiding
the real estate company in making informed decisions, adapting to market changes,
and maximizing profitability. This business plan aims to provide a strategic
framework for Alta Vista, a real estate company dedicated to delivering exceptional
services to its clients. It will outline the company's mission, vision, target market,
competitive advantages, marketing strategies, operational structure, and financial
projections. By leveraging our expertise, industry knowledge, and commitment to
excellence, we are poised to capitalize on the immense opportunities presented by
the real estate market while overcoming any potential obstacles along the way

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Business Description

Alta Vista is a reputable and customer-focused real estate company

specializing in the buying, selling, and leasing of residential, commercial, and
industrial properties. With a deep understanding of the ever-evolving real estate
market, we are dedicated to providing exceptional services that cater to the unique
needs of our clients. At Alta Vista, our team of experienced professionals combines
extensive market knowledge with a customer-centric approach to deliver
personalized solutions and maximize value for our clients.

Whether it's helping individuals and families find their dream home, assisting
investors in identifying lucrative opportunities, or supporting businesses in securing
the perfect commercial space, we are committed to achieving outstanding results.
Integrity, professionalism, and a genuine passion for real estate are at the core of our
business values. We recognize that buying or selling a property is a significant life
decision, and we strive to make the process as seamless and stress-free as
possible. By prioritizing open communication, attentiveness to client preferences,
and diligent market analysis, we ensure that every client receives the highest level of
service and support throughout their real estate journey. At Alta Vista, we embrace
innovation and leverage cutting-edge technology to enhance efficiency and provide a
competitive edge.

Staying up-to-date with the latest industry trends, we adopt digital solutions to
streamline the transaction process, offer virtual property tours, and harness data
analytics to inform our clients' decision-making. We are deeply committed to the
communities we serve, understanding that our success is intertwined with their
success. At Alta Vista, we actively engage in community development initiatives and
strive to make positive, lasting impacts beyond real estate transactions. Through
partnerships, sponsorships, and volunteer efforts, we contribute to the growth and
well-being of the areas we operate in. With our unwavering commitment to
excellence, personalized service, and forward-thinking approach, Alta Vista is poised
to become the trusted and preferred real estate partner for clients seeking
exceptional experiences and optimal outcomes.

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Mission, Vision, and Objectives

Mission
Our goal is to exceed our clients' expectations while giving top priority
to their demands while providing great real estate services. With the goal of
building enduring connections with our customers, we assist them at every
turn of their real estate journey. We strive to provide excellent outcomes and
contribute to the growth and prosperity of the communities we serve through a
dedication to professionalism, honesty, and innovation.

Vision
Our vision at Alta Vista is to be recognized as the leading real estate
company, renowned for our excellence in client service, market expertise, and
ethical practices. We envision a future where we consistently provide
personalized solutions that align with our clients' goals, whether they are
buying, selling, or investing in real estate. By fostering a culture of continuous
learning and innovation, we strive to stay at the forefront of industry trends,
embracing new technologies and strategies to optimize our clients' experience
and achieve unparalleled success.

Objectives
● Elevated Customer Experience: Our objective is to provide a real
estate experience that goes above and beyond, offering our clients a
truly elevated and exceptional service. We aim to deliver personalized
attention, attention to detail, and a high level of care throughout their
real estate journey.
● Panoramic Market Insights: Our goal is to give clients a
comprehensive understanding of the real estate industry. We work hard
to provide thorough market insights, in-depth research, and current
information so that our clients may make knowledgeable decisions and
confidently navigate the market.
● Exclusive Property Selection: We aim to curate an exclusive
selection of properties that align with the name Alta Vista. Our objective
is to offer exceptional and unique properties in prime locations,

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 characterized by breathtaking views, architectural excellence, and
distinctive features that set them apart from the rest.
● Luxurious Lifestyle Offerings: Our goal is to provide customers
looking for an opulent lifestyle. Our goal is to highlight homes that
exude refinement, elegance, and luxury while offering amenities,
aesthetic features, and services that improve residents' quality of life.
● Innovation in High-End Real Estate: Our objective is to be at the
forefront of innovation in the high-end real estate market. We aim to
embrace cutting-edge technologies, design trends, and sustainability
practices, setting new benchmarks for luxury living and redefining the
standards of excellence in the industry.

Core Values
● Excellence: We are committed to achieving excellence in everything we do.
We strive to provide exceptional service, deliver outstanding results, and
exceed the expectations of our clients and partners.
● Innovation: We embrace innovation and continually seek new ways to
enhance our services and deliver value to our clients. We embrace
technology, stay informed about industry trends, and foster a culture of
creativity and forward thinking.
● Client-Centric Approach: Our clients are at the center of everything we do.
We prioritize their needs, actively listen to their goals, and tailor our solutions
to meet their individual requirements. We aim to build long-lasting
relationships based on trust, respect, and mutual success.
● Collaboration: We believe in the power of collaboration and teamwork. We
foster an inclusive and supportive environment that encourages open
communication, idea sharing, and collective problem-solving. By working
together, we achieve the best outcomes for our clients and the company.
● Continuous Improvement: We are committed to continuous learning,
growth, and improvement. We embrace feedback, seek opportunities for
self-development, and adapt to changes in the market. We constantly strive to
raise the bar and set new standards of excellence.

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 CHAPTER III
MARKETING ANALYSIS

S.W.O.T ANALYSIS

STRENGTH WEAKNESS

● Strong Market Expertise ● Limited Geographic Reach

● Exceptional Customer Service ● Dependence on Market
● Exclusive Property Selection Conditions
● Prestigious Partnerships ● High-End Market Focus

OPPORTUNITIES THREATS
● Emerging Market Expansion ● Business Competitors
● Sustainable and Green Real
Estate
● Technological advancements

VALUE PROPOSITION

Our value proposition at Alta Vista is focused on providing a superior customer

experience, providing exclusive and extraordinary properties, offering market
expertise and strategic guidance, integrating cutting-edge technologies for
convenience, encouraging prestigious partnerships and collaborations, and
maintaining trust, integrity, and professionalism. In order to guarantee that our
customers receive individualized attention, meticulous attention to detail, and a high
level of care throughout their real estate experience, we go above and beyond. We
cater to discriminating buyers and investors looking for opulent and exceptional living
spaces with our carefully picked portfolio of homes, which reflect elegance,

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architectural quality, and breath-taking vistas. With our broad industry knowledge
and in-depth understanding of the real estate market, we are able to give our
customers strategic direction and thorough market insights, enabling them to make
well-informed decisions. We embrace innovative technologies, such as virtual reality
and online platforms, to enhance efficiency and convenience. Our prestigious
partnerships with renowned architects, designers, developers, and industry
professionals allow us to create extraordinary properties and offer exclusive
amenities and services. Trust, integrity, and professionalism are the pillars of our
business, ensuring our clients can rely on us for reliable advice, efficient
transactions, and a transparent and ethical approach. Altogether, our value
proposition sets us apart in the real estate industry, providing our clients with an
exceptional real estate experience and outcomes that surpass their expectations.

COMPETITORS

In the real estate industry, Alta Vista faces competition from various players,
including established real estate agencies, boutique firms, luxury real estate
specialists, online platforms, and independent agents. Established real estate
agencies have a wide network, extensive resources, and a strong reputation.
Boutique firms specialize in niche markets or property segments, offering
personalized approaches and tailored solutions. Luxury real estate specialists cater
to high-net-worth individuals, providing exclusive properties and exceptional
services. Online platforms have disrupted the market with convenience and
technology-driven solutions. Independent agents leverage local knowledge and
personal networks to offer personalized service. To compete effectively, Alta Vista
differentiates itself through an elevated customer experience, exclusive and
extraordinary properties, market expertise, technology integration, and strategic
partnerships. By emphasizing personalized attention, comprehensive guidance, and
client satisfaction, Alta Vista aims to position itself as the preferred choice for
high-end clientele, setting itself apart from competitors in the real estate market.

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 CHAPTER IV
MARKETING SALES

MARKETING PLAN
Alta Vista's marketing plan aims to create brand awareness, attract potential
clients, and foster long-term relationships. Our strategies encompass both online and
offline channels to reach our target audience effectively.

Online Marketing:

​ Website and Online Presence: We will develop a visually appealing and

user-friendly website that showcases our exclusive properties, highlights our
value proposition, and provides relevant information for buyers and investors.
Our online presence will extend to social media platforms, where we will share
engaging content, property highlights, market insights, and client testimonials.
​ Search Engine Optimization (SEO): We will optimize our website and online
content using relevant keywords and industry-specific strategies to improve
search engine rankings. This will increase our visibility in online searches,
attracting organic traffic and potential clients actively seeking real estate
services.
​ Digital Advertising: We will implement targeted digital advertising campaigns
on platforms such as Google Ads and social media to reach our specific
audience segments. These campaigns will focus on key locations, property
types, and demographic factors to maximize the effectiveness of our
advertising budget.
​ Email Marketing: Building an email database of interested prospects and
past clients, we will create engaging email campaigns to nurture leads, share
property updates, market trends, and exclusive offerings. Personalization and
segmentation will be key to deliver relevant content that resonates with
recipients.

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Offline Marketing:

Print Advertising: We will strategically place advertisements in local

publications, luxury lifestyle magazines, and industry-specific publications to
reach affluent individuals and potential investors who prefer traditional media
channels.

​ Networking and Partnerships: We will actively participate in industry events,

real estate conferences, and community gatherings to establish strong
networks and partnerships. Collaborating with luxury brands, local
businesses, and influential professionals will enhance our brand visibility and
credibility.
​
​ Referral Program: We will implement a referral program to incentivize
satisfied clients, industry partners, and affiliates to refer potential buyers and
investors to Alta Vista. This approach will leverage word-of-mouth marketing,
which is highly effective in the real estate industry.
​
​ Public Relations: Engaging with media outlets, we will seek opportunities for
press releases, featured articles, and interviews to enhance brand recognition
and establish Alta Vista as an authority in the luxury real estate market. This
will also involve engaging with influencers and thought leaders in the industry.
​
​ Measurement and Analysis: We will track and analyze the effectiveness of
our marketing efforts using key performance indicators (KPIs) such as
website traffic, lead generation, conversion rates, social media engagement,
and client feedback. Regular monitoring and analysis of these metrics will
guide us in refining our marketing strategies to optimize results and ensure a
strong return on investment (ROI).
​

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PRODUCT

Alta Vista offers exclusive and extraordinary properties, carefully curated for
their elegance, architectural excellence, and breathtaking views. Our product is
distinguished by its exclusivity, quality, and unique features that cater to the high-end
market.

PRICE

Our pricing strategy reflects the value and exclusivity of our properties. We
aim to position ourselves as a premium brand, pricing our properties competitively
based on market trends, location, amenities, and other factors. We strive to provide
excellent value for the discerning buyers and investors we cater to.

PLACE

Alta Vista operates in prime locations with high-demand real estate markets.
Our properties are situated in desirable neighborhoods and sought-after
destinations, offering exceptional surroundings, convenience, and access to
amenities. We strategically select locations that align with our target audience's
preferences and lifestyle.

PROMOTION

Our promotional activities aim to create brand awareness, attract potential

clients, and communicate our unique value proposition. We employ a combination of
online and offline marketing strategies, including digital advertising, social media
campaigns, print advertising, public relations, networking, and referral programs.
These efforts help us reach our target audience effectively and differentiate
ourselves from competitors.

PEOPLE

Our team at Alta Vista consists of highly skilled professionals with deep
expertise in the real estate industry. We prioritize hiring individuals who are
passionate, knowledgeable, and dedicated to delivering exceptional customer

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service. Our people play a crucial role in building relationships, providing expert
advice, and ensuring a seamless real estate experience for our clients.

PROCESS

We have streamlined processes and systems in place to ensure efficient

property transactions, from property evaluation and due diligence to negotiations and
closing. We leverage technology to enhance the efficiency of our processes, such as
virtual reality for property viewings and digital platforms for secure document
management. Our goal is to provide a smooth and transparent experience for our
clients throughout the entire process.

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 CHAPTER V

ORGANIZATION PLAN

ORGANIZATIONAL CHART

Staffing

Alta Vista should establish clear objectives aligned with its business goals.

This involves identifying the specific roles and responsibilities required at each level

of the organization, determining the desired skill sets and qualifications, and outlining

the company's culture and values. By defining these objectives, Alta Vista can

effectively guide its staffing efforts and attract candidates who are the best fit for the

company.

Manager

An entrepreneurial business manager holds responsibility for creating and

executing business strategies, overseeing financial matters, supervising daily

operations, nurturing and expanding the team, driving business growth and

marketing efforts, and mitigating risks. They play a crucial role in setting goals and

ensuring operational efficiency.

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Sales and Marketing Head

The sales and marketing leader in a startup enterprise has the duty of

creating and implementing successful sales and marketing plans with the aim of

fostering business expansion. They supervise the sales team, establish sales

objectives, and track their progress. Their responsibilities also include recognizing

and pursuing fresh business prospects, establishing and nurturing client

relationships, and negotiating contracts. Furthermore, they take charge of marketing

endeavors, conduct market analysis, devise marketing initiatives, oversee branding

and messaging, and guarantee consistent communication with the intended

audience. Ultimately, the sales and marketing head plays a crucial role in generating

revenue, enlarging the customer base, and establishing a strong market presence

for the brand.

Operation Head

The role of an operations head in a startup company involves the

responsibility of effectively managing and enhancing the day-to-day operations to

ensure smooth and efficient business procedures. This includes overseeing tasks

such as production, inventory management, supply chain logistics, and quality

control.

Production Head

The role of the production head in an entrepreneurial business involves

supervising the entire production process to ensure efficient and high-quality results.

Their responsibilities include overseeing production schedules, coordinating with

suppliers, monitoring inventory levels, and optimizing the allocation of resources.

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They are in charge of implementing and enhancing production systems, identifying

and resolving operational obstacles, and ensuring compliance with safety and quality

standards. The production head collaborates closely with other departments to

develop and execute production strategies, manage budgets, and achieve

production goals. Their contribution to driving productivity, cost-effectiveness, and

timely product delivery is crucial for the overall success and expansion of the

entrepreneurial business.

Distribution Head

The distribution head in an entrepreneurial business has the responsibility of

overseeing and managing the distribution and logistics operations. Their main

objective is to ensure the efficient delivery of products to customers. This involves

supervising the movement of goods from production to their final destination, as well

as managing inventory levels, transportation, and warehouse operations. The

distribution head works closely with suppliers, maintains relationships with logistics

partners, and negotiates contracts to optimize distribution costs and timelines. They

analyze market demand, predict inventory requirements, and coordinate with sales

and production teams to meet customer needs. Additionally, the distribution head

monitors key performance indicators, implements process enhancements, and

ensures compliance with regulations and quality standards. Overall, their role is

crucial in guaranteeing timely and accurate product distribution, customer

satisfaction, and the overall efficiency of the supply chain within the entrepreneurial

business.

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Finance Head

The finance head in an entrepreneurial business is accountable for

overseeing all financial aspects of the organization. They are in charge of

supervising financial planning, budgeting, and forecasting processes, with the goal of

effectively allocating resources and maintaining financial stability. The finance head

closely monitors cash flow, prepares financial statements, and offers strategic

financial analysis to support decision-making. They are responsible for managing

relationships with banks, investors, and financial institutions, exploring funding

possibilities, and negotiating favorable terms. Ensuring compliance with financial

regulations and reporting requirements is a crucial part of their role, and they also

play a vital role in risk management and internal controls. Additionally, the finance

head evaluates financial performance, manages costs, and identifies opportunities

for financial growth and optimization within the entrepreneurial business.

ICT Head

The ICT head in an entrepreneurial business has the responsibility of

overseeing and managing all aspects of information technology within the

organization. Their main task is to ensure the efficient operation of the ICT

infrastructure, which includes hardware, software, networks, and systems. The ICT

head takes the lead in developing and implementing strategies, policies, and

procedures related to ICT, aligning them with the business objectives. They also

oversee ICT projects, coordinate with vendors and service providers, and enforce

measures for data security and privacy. Additionally, the ICT head offers technical

support to employees, manages ICT budgets, and keeps up-to-date with the latest

technology trends to drive innovation and use ICT for competitive advantage. Their

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role is crucial in ensuring smooth business operations, increasing productivity, and

facilitating digital transformation in the entrepreneurial business

Training Plans

These plans will consist of various training programs tailored to the specific

skills the employee needs to acquire. Each employee will participate in multiple

training sessions that are mandatory for all company employees. The following plans

are obligatory for every employee who is part of the company

Orientation and Company Overview Training

Training is the introduction to the company's policies and procedures. This

includes familiarizing new employees with the code of conduct, ethics, health and

safety guidelines, and any other specific policies relevant to their roles. Clear

communication of these policies ensures that employees understand their rights and

responsibilities, promoting a safe and inclusive work environment. The training may

also include sessions on the company's core competencies, products or services,

target market, and competitive landscape. This information helps new hires grasp

the company's market positioning and gain a better understanding of how their roles

contribute to the organization's success

Product Knowledge Training

The training program will focus on familiarizing employees with the various

products offered by the company. They will receive comprehensive information about

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ingredients, nutritional advantages, and distinctive features of the products.

Additionally, they will be taught effective methods for communicating product details

to customers.

Continuous Learning and Development Training

This training highlights the significance of engaging in continuous training

initiatives, workshops, and industry gatherings. It creates avenues for enhancing

skills and advancing one's career within the organization. It educates employees on

the importance of staying informed about industry trends and advancements in new

products.

Mentorship and Performance Evaluation

Are valuable tools for onboarding and developing new employees. They can

help ensure a smooth transition into the company, provide guidance and support,

and facilitate the growth and development of new hires. Here's a breakdown of the

key components of such a program:

1. Mentorship - Assign experienced employees as mentors: Match each new hire

with a seasoned employee who has the necessary expertise and knowledge to guide

and support them. - Regular meetings: Encourage mentors and mentees to have

frequent one-on-one meetings to discuss progress, challenges, and goals. -

Knowledge sharing: Mentors should share their experiences, insights, and best

practices with their mentees to enhance their learning and professional development.

- Support and guidance: Mentors should provide advice, feedback, and assistance to

help mentees navigate their roles and overcome challenges.

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 2. Performance Evaluation - Regular performance reviews: Conduct periodic

evaluations to assess the progress and performance of new hires. These reviews

can be scheduled quarterly, semi-annually, or annually, depending on the company's

preferences. - Goal setting: Collaboratively set goals with the new hires during

performance evaluations. These goals should be specific, measurable, attainable,

relevant, and time-bound (SMART goals). - Feedback: Provide constructive

feedback to help new hires understand their strengths and areas for improvement.

Encourage open communication during these evaluations. - Training and

development: Identify any training needs or skill gaps during performance

evaluations. Offer resources, training programs, or workshops to help new hires

enhance their knowledge and skills. - Recognition and rewards: Recognize and

reward exceptional performance to motivate and retain employees. This can be in

the form of monetary rewards, public recognition, career advancement opportunities,

or additional responsibilities. By implementing a mentorship and performance

evaluation program, companies can foster a positive learning environment, support

the professional growth of new hires, and create a culture of continuous

improvement. These programs contribute to employee satisfaction, engagement,

and long-term success within the organization.

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 ​ CHAPTER VI

Production and Operations

Operating Procedures

​ Purpose:

● The operating procedures for a real estate business serve the purpose

of establishing guidelines and standards to ensure efficient and

effective operations.

● They promote consistency, compliance with legal requirements, and

aim to enhance customer satisfaction.

​ Scope:

● These operating procedures encompass all essential activities involved

in the real estate business, including property acquisition,

management, sales, and leasing.

● They also address administrative tasks, financial management, and

customer service.

​ Responsibilities:

● Clear delineation of responsibilities is crucial. This includes roles such

as owners, managers, agents, and support staff.

● Each role's specific duties and obligations are defined, such as

property listing, marketing, client communication, contract negotiation,

and documentation.

​ Property Acquisition and Management:

● Procedures are outlined for identifying and evaluating potential

properties for acquisition.

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 ● Criteria for property selection, due diligence processes, and

negotiations with sellers are established.

● Additionally, guidelines are provided for property maintenance, repairs,

tenant screening, rent collection, and lease agreements.

​ Sales and Leasing:

● The procedures cover property marketing, including advertising

channels, listing creation, and open house events.

● Steps are defined for conducting property showings, receiving offers,

negotiating contracts, and closing sales.

● Furthermore, guidelines are established for tenant screening, lease

application processing, lease agreement preparation, and ongoing

lease management.

​ Administrative Tasks:

● Administrative procedures encompass record-keeping, documentation,

filing systems, and data management.

● Utilization of software tools or systems for accounting, customer

relationship management (CRM), and property management is

specified.

​ Financial Management:

● Procedures are established for budgeting, financial forecasting, rent

collection, expense tracking, and financial reporting.

● Guidelines are provided for handling security deposits, property taxes,

insurance, and vendor payments

​ Customer Service:

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● Procedures address customer inquiries, complaint handling, and

dispute resolution.

● Communication channels, response times, and customer satisfaction

measurement processes are specified.

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 CHAPTER VII

FINANCIAL PROJECTIONS

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