GUEST INFORMATION AND FOLLOW-UP PROCEDURES

Purpose

Our guests appreciate a friendly manner for helping them find a home. Conversationally gathering information helps us identify the guest’s needs. Documentation of visitors ensures the consistency of non-discriminatory practices.

Standard

• An online guest card must be completed by a Bellaire associate for each guest in the property management system.

• Written approval is required if guest tracking is restricted due to ownership policies.

• Guest cards must document: time and date of contact, valid ID (name, DL number, state), phone and email, specials offered, guest preferences, apartments toured, name of associate, follow-up details, and any additional notes.

• Any relevant guest information not covered by a field must be added to the notes section.

• Email inquiries must be responded to by an on-site associate within 2 business hours. 

• Personalized responses with the associate’s name and appointment follow-ups are required within 24 hours.

• All follow-up activity must be documented in the guest card. Follow-up methods include email, phone calls, or thank-you notes.

Task Breakdown

1. Complete a guest card in RealPage for every contact, phone, email, or in-person, regardless of qualification.

2. Use the card to take notes on guest preferences, needs, and timeline.

3. All fields must be completed. Do not use any discriminatory or subjective language.

4. Enter guest information immediately after contact.

5. If the prospect opts out of further follow-up, do not contact again (see Do Not Contact policy).

6. When referring guests to another Bellaire community, use the Bellaire referral form or the referral tool within RealPage.

7. If severe weather prevents a tour, document this in the guest card or CRM.

8. Follow the Bellaire follow-up cadence when a guest does not apply on the day of the tour.

Bellaire Multifamily Management LLC - For Internal Use Only

Last Updated: January 2, 2026