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.

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 Brands 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 Field*	Onboarding Type = New Owner/New Property OR New Owner/Same Property
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 Brands 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
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.

‼️Important: The BD Rep must check off all tasks as complete. A workflow will then move the ticket 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	Mary Norman or Lany Clas (auto-rotated by workflow)
Workflow (New Property)	Triggers if Onboarding Type = New Owner/New Property
Workflow (Same Property)	Triggers if Onboarding Type = New Owner/Same Property
How to Advance	All tasks must be completed and ticket owner manually moves the ticket into the next stage. Ticket moves to Pre-Marketing Checks (New Property) or Go-Live Activation (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 | Pre-Marketing Checks

New Properties only. Fees and temp photos confirmed before marketing begins.

This stage only applies to New Properties. A workflow creates the tasks automatically. The goal is to confirm that all fees are in Track and temporary photos are uploaded so Marketing can proceed. Same Property tickets skip this stage entirely.

*Ticket Owner*	Mary Norman / Lany Clas
*Workflow*	Triggers if Onboarding Type = New Owner/New Property
*Applies To*	New Property only — Same Property tickets skip this stage.
*How to Advance*	All tasks completed. Onboarding team moves the ticket to Marketing Prep.

➡️ Step 5 | 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	Mary Norman / Lany Clas (Onboarding monitors); Marketing team executes
*Workflow*	Triggers if Onboarding Type = New Owner/New Property
Applies To	New Property only — Same Property tickets skip this stage.
How to Advance	All tasks completed. Ticket moves to Go-Live 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 6 | Go-Live Activation

Owner gets portal access. New Properties go live on the website.

Workflows for New Property or Same Property fire here. Both scenarios include inviting the owner to the portal and Villa (when applicable). Team members send an internal live unit email to Revenue so they can begin setting rates and minimums.

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
How to Advance	All tasks completed. Team manually moves New Property Tickets to OTA & Revenue Activation. Same Property moves to Post-Go-Live QA.

➡️ Step 7 | 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	Triggers if Onboarding Type = New Owner/New Property
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 or Same Property 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
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!