TOURING THE COMMUNITY AND APARTMENT

Purpose

Tours provide prospective residents with their first impression of the community and are a key opportunity to showcase the value, appearance, and professionalism of Bellaire properties.

Standard

• Before the tour, each guest or visitor 18 and over must provide valid government-issued photo identification (driver's license, passport, state identification, etc.). Locators, realtors, brokers, and employees from competitor communities must also provide photo identification. The identification number, issuing state, and date of birth must be noted on the guest card.

• All team members conducting tours must be familiar with community features, unit availability, pricing, and current promotions.

• Tour paths, including models, vacant units, and amenity areas, must be inspected daily to ensure cleanliness, functionality, and readiness for guests.

• Team members should walk the tour path prior to each appointment to ensure no maintenance or housekeeping issues are present.

• Apartments shown must be clean, free of odors, and temperature-controlled appropriately.

• Common areas such as the leasing office, clubhouse, fitness center, and pool must be neat, presentable, and free from clutter or debris.

• All team members should dress professionally and engage guests with a courteous, helpful, and informed approach.

• Guests should not be left unattended during tours.

• If any part of the tour route becomes unavailable (due to maintenance, occupancy, or other issues), team members must inform the guest in advance and offer alternatives.

• Community tours occur during the posted hours, but not after dusk unless the community's amenities and apartments are located within an interior building.

• Do not ride in a guest's car, and do not allow the guest to ride in an employee's car. 

• When touring an apartment, turn the front door bolt to keep the door from completely shutting. Employees should not allow themselves to be confined in a closed area such as the laundry room, bathroom, or walk-in closet.

• If uncomfortable with a guest, notify the supervisor and determine a code with the other employees to make them aware of uneasiness with a guest. Another person can accompany on the tour, or a service employee should be asked to check something in the apartment being toured. If it is not possible for another person to accompany you during the tour, it is permissible to make an appointment for the guest to return at another time. Document these situations in the guest card.

Procedure

1. Confirm appointment time and unit availability prior to the tour.

2. Walk the tour path prior to the appointment to check for presentation readiness.

3. Greet the guest promptly and offer refreshments if available.

4. Tour the community in a logical and engaging order, highlighting unique features.

5. Conclude by answering questions, offering a brochure or floor plan, and inviting next steps such as application or follow-up visit.

Bellaire Multifamily Management LLC - For Internal Use Only

Last Updated: January 2, 2026