Property Onboarding Pipeline | Team Training Guide

Overview

This document serves as a step-by-step training guide for the PRIME team, walking through how a property moves through the Onboarding Pipeline from start to finish.

It covers each stage of the pipeline, the automated workflows that power task creation, who is responsible at every step, and which tasks apply to new properties versus ownership transfers.

Whether you're a BD Rep handing off a freshly closed deal or an Onboarding team member managing a property through go-live, this guide serves as your reference for understanding the process, what's expected at each stage, and how to keep things moving forward.

💡Tip: PRIME's onboarding process involves using DocuSign to send required documents to newly signed owners. Click here to skip to a quick guide detailing how to use the HubSpot>DocuSign integration to send documents.

Flow Breakdown

➡️ Step 1 | Closed Won in the BD Sales Pipeline

The pipeline begins here — before a ticket is ever created.

A BD Rep closes a deal and marks it Closed Won in the BD Sales Pipeline. At this moment, the Onboarding Type field becomes required and must be set before the deal can proceed. This field tells the entire pipeline which scenario is being onboarded and drives every workflow and task that follows.

Additionally, the Associated Brand field must also be set accurately. The BD Rep must specify if the property location is any of:

AMI Locals
Anna Maria Island Accommodations
Anna Maria Vacations
Lido Key Vacations
Siesta Key Luxury Rental Properties
Tropical Sands Accommodations (Exclusive & Associations)
JC Resorts

The Brands field will play a vital role in correctly assigning Revenue tasks further along the pipeline.

Who Acts	BD Rep (deal owner)
Where	HubSpot BD Sales Pipeline — Deal Record
*Required Fields*	Onboarding Type = New Owner/New Property OR New Owner/Same Property Associated Brand
What Happens Next	A new ticket record is automatically created in the Property Onboarding Pipeline at the Open Calendar Steps stage through a workflow.

⚠️ Required: Onboarding Type and Associated Brand MUST be set at Closed Won. These are required fields, and the deal cannot move forward without them. Everything downstream depends on these selections.

➡️ Step 2 | Open Calendar Steps

BD Rep completes initial setup tasks before handing off to Onboarding.

Once a ticket is automatically created through a workflow, additional workflows automatically fire based on the Onboarding Type set in Step 1.

The correct tasks are populated on the ticket and assigned to the Ticket Owner (the BD Rep who made the sale). The BD Rep is responsible for completing all tasks in this stage before the ticket moves forward.

💡 Best Practice: To prevent duplicate Home records from being created in HubSpot through the Track integration, the BD rep must complete a vital task in this first stage titled Add Track Unit ID to HubSpot Home Record.

Detailed instructions are included in the task breakdown within the ticket for all reps to follow.

Ticket Owner	BD Rep (the rep who closed the deal)
Workflow (New Owner/Same Property)	Triggers if Onboarding Type = New Owner/Same Property
Workflow (New Owner/New Property)	Triggers if Onboarding Type = New Owner/New Property
Workflow (Associated Brand = TSA - Associations)	Triggers if Associated Brand = TSA Associations
How to Advance	BD Rep must reassign ticket ownership to an Onboarding team member. Once ALL tasks are checked off, a workflow will manually move the ticket to the next stage.

📝 Note: Tasks are automatically assigned to the Ticket Owner. Some tasks only apply to New Properties—the workflow handles this automatically based on Onboarding Type or Associated Brand.

‼️Important: The BD Rep must check off all tasks as complete. A workflow will then move the ticket automatically to the next stage. All tasks must be completed and checked off if the ticket is moving forward.

➡️ Step 3 | Onboarding Build Out

Ticket ownership transfers to the Onboarding team. Full property setup begins.

When the BD Rep moves the ticket into this stage, workflows automatically trigger. Ticket ownership must be manually set by the BD rep in the previous stage before the ticket is moved.

All pertinent tasks are created and assigned to the Ticket Owner (an Onboarding team member) based on whether it's a New Property or Same Property. The Onboarding team drives this stage from here through go-live.

Ticket Owner	Lany Clas
Workflow (New Property)	Triggers if Onboarding Type = New Owner/New Property
Workflow (Same Property)	Triggers if Onboarding Type = New Owner/Same Property
Workflow (Associated Brand = TSA - Associations)	Triggers if Associated Brand = TSA Associations
How to Advance	All tasks must be completed and ticket owner manually moves the ticket into the next stage. Ticket moves to Marketing Prep (New Property) or OTA & Revenue Verification (Same Property).

📝 Note: Same Property tickets skip several build-out tasks (e.g., floorplans, full unit profile, inventory tasks). The workflow only creates the tasks that apply.

➡️ Step 4 | Marketing Prep

New Properties only. Photography, listing copy, and brand placement.

A workflow fires and assigns all Marketing tasks to the Marketing team. This stage covers professional photography, property description writing, photo uploads, and brand/social placements. All tasks are New Property only.

Ticket Owner	Lany Clas (Onboarding monitors); Marketing team executes
*Workflow (New Property)*	Triggers if Onboarding Type = New Owner/New Property
Workflow (Associated Brand = TSA -Associations)	Triggers if Associated Brand = TSA Associations
Applies To	New Property only — Same Property tickets skip this stage.
How to Advance	All tasks completed. Ticket moves to OTA & Revenue Activation through a workflow.

‼️Important: The Marketing Team must complete and check off ALL tasks to automatically move the ticket to the next stage via workflow. If one team member fails to complete and check off a task, the workflow will fail.

➡️ Step 5 | OTA & Revenue Activation

New Properties only. Listings go live on Airbnb, VRBO, and OTA platforms.

A workflow creates all Revenue team tasks for New Properties. The Revenue team verifies and adds revenue projections in Track and HubSpot, pushes the property live on the company website and on all applicable channels, and tags the property in Key Data among other tasks.

Ticket Owner	Mary Norman / Lany Clas (Onboarding monitors); Revenue team executes
Workflow (New Property)	Triggers if Onboarding Type = New Owner/New Property
Workflow (Associated Brand = TSA - Associations)	Triggers if Associated Brand = TSA Associations
Applies To	New Property only — Same Property tickets skip this stage.
How to Advance	All tasks checked off and completed. Ticket moves to Post-Go-Live QA & Verification via workflows.

‼️Important: The Revenue Team must complete and check off ALL for the ticket to move into the next stage via workflow. If one team member fails to check off a task, the workflow will fail.

➡️ Step 8 | Post-Go-Live QA & Verification

Final quality check, PSM inspection, and owner welcome communications.

Workflows for New Property, Same Property, and TSA - Associations close out the pipeline. New Properties go through a full QA checklist, department walkthrough, and PSM home inspection. Both scenarios send the Go Live Email internally and the Welcome Email to the owner, introducing the Property Success Team. Preventative maintenance and side door trash tasks are also created where applicable. Tasks for Distribution and Marketing must also be completed in this stage.

Ticket Owner	Mary Norman / Lany Clas
*Workflow (New Property)*	Triggers if Onboarding Type = New Owner/New Property
*Workflow (Same Property)*	Triggers if Onboarding Type = New Owner/Same Property
Workflow (Associated Brand = TSA - Associations)	Triggers if Associated Brand = TSA Associations
How to Advance	All tasks checked off and completed

Once all tasks in this stage are complete, the ticket can move into the Onboarding Complete stage. The owner is officially welcomed, and the property is fully operational!

HubSpot>DocuSign Integration Quick Guide

The DocuSign–HubSpot integration lets you send onboarding documents (or any DocuSign envelope) directly from a contact record. Fields already on the contact record (name, address, email, etc.) auto-populate into the document, so this is the recommended path for anyone going through onboarding.

1. Connect DocuSign at the user level: Sign in with the DocuSign account that holds the team's templates (documents@primevacations.com), not a personal or blank DocuSign account. If you connect the wrong account, you won't see the shared document templates.

💡Tip: All documents the team sends have already been built as templates directly in DocuSign, with fields mapped to the corresponding HubSpot properties. These templates just need to be published.

As long as a template is Published in DocuSign, it will be selectable from HubSpot when creating an envelope.

If a template you expect to see isn't showing up in HubSpot, check its status in DocuSign first — it likely needs to be published.

2. Navigate to the contact record: From the associated ticket, open the contact record. You can also go directly to the contact if you're not starting from a ticket.

3. Find the DocuSign card: On the contact's Overview tab, scroll down to the DocuSign integration card. This is where envelopes are created and sent.

4. Click Create New: Choose whether to send Without a Template or With a Template. For onboarding, choose With a Template, and select the required Envelope template.

5. Click Create Envelope. HubSpot will open a multi-tab flow to build the envelope. Work through the tabs in order:

Documents: confirm this is the only document to send, or use Add Attachments to include more PDF docs/files.
Recipients: set the roles (Needs to Sign/Receives a Copy/Needs to View), whether identity verification is required, and the signing order if there are multiple documents or signers.
Associations: optionally associate the envelope with a Company or Deal. For onboarding, associate the existing deal tied to the contact.
Document Fields: review the information auto-populated from the contact's HubSpot record (name, address, zip/postal code, email, etc.). Edit any field that doesn't match what's on file.
Message: optionally add a custom note (e.g., "Please sign this ASAP") or apply a saved message template.

6. Click Review: This shows a preview of exactly what the recipient will see, including all auto-populated fields and the signature/date blocks.

7. Send or exit: Click Send to deliver immediately (or schedule a send-later option), or click Exit to leave the envelope created but unsent.

8. Confirm status: Back on the contact record, the DocuSign card shows the envelope's status (Created → Sent → Completed), along with sender, recipient, create date, and last-updated date. The same envelope also appears in DocuSign as a sent envelope once delivered.

💡Tip: Fields that don't exist on the HubSpot contact record will not auto-populate. The recipient will need to fill these in manually when they receive the envelope. Alternatively, the PRIME team member can also fill these out before sending the envelope if the information is at hand.