Estate Manager’s “Must-Have” Agreements
On my first day of work for a West Hollywood couple, I was told to correct an employee who had been working for the family for four years by asking him to address the principal as Michael instead of “Mike.” The employee was utterly embarrassed by not having known his employer’s preference. They enjoyed a friendly relationship, and no one had told him otherwise.
This situation is easily preventable.
Estate managers and most domestic staff are by nature “by the book” people. It’s very simple to outline even the smallest details, so all employees have the same clear information and direction. In addition to an employment agreement and a contractor’s contract, I use an informal document I call a Memorandum of Understanding (MOU).
In short, this is all the information you want new (and all) contractors and employees to know, the do’s and don’ts of day-to-day work at your properties. This should eliminate hearing the excuse, “I didn’t know.” With clear expectations come happier, more efficient, and more successful employees.
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Here are the must-have details needed in your MOUs:
Employees
COMMUNICATION: How often (daily or at the end of the week) and in what form (face-to-face, email, or text)?
DRESSCODE: Provide an outline of what’s acceptable and provide pictures — or do they have some flexibility? If so, spell it out. Include directives about hair length, visible tattoos, facial hair, and appropriate footwear. Does this change if the principal is traveling?
GREETING: How do I address the principal and their guests? First name or something more formal?
RESPONSE TO FEEDBACK: What is the appropriate response from a staff member to the principal when receiving negative feedback?
ATTITUDE: You can regulate an attitude and insist on a pleasant demeanor. Also, establish rules about what constitutes an acceptable conversation, i.e., no personal chatter or personal problems enter the work area.
OWNER REQUESTS: What should employees do when the owner’s request conflicts with the estate manager’s request?
MOBILE PHONE, BUSINESS TRAVEL, AND BUSINESS CREDIT CARD USAGE: Outline expectations for maximum purchase limits, hand’s-free driving, and personal cell use.
END-OF-DAY PROCEDURES: Stipulate tasks that must be completed before leaving work or closing the property.
TEAM WORK EXPECTATIONS: Define what is expected of working together, especially where job descriptions overlap, and what happens when someone is sick or on vacation.
Contractors
PROPERTY PROCEDURES: Security check-in, required paperwork, pre-work meeting with the estate manager or maintenance tech to review daily work site and accessibility, personal-property protection, vehicular procedures such as where to park, and driveway protection. Other considerations should include uniforms, mobile-phone use, and zero tolerance for profanity. Also, make clear whether contractors are allowed to take photos of their work.
CANCELATION POLICY: If all work stops when the owner is in residence, create a policy about last-minute cancellations.
WORK HOURS: Set arrival expectations and communication protocols regarding late arrivals. Include daily clean-up and inspection expectations.
REQUIRED PAPERWORK: Do you require a daily activity report?
Comprehensive Memos of Understanding will ensure that Michael is never called “Mike” and help banish any other needless friction from running your operation.
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