Office Manager Daily Report
One Pointe Property Management & Realty
0 of 11 tasks completed today
☀ Morning — Start of Day
7:30 AMCheck ServiceM8 — review all jobs booked for today. Confirm status: Scheduled / In Progress / Pending+ Notes
7:45 AMCheck all incoming messages (email, SMS, voicemail). Log all enquiries into ServiceM8 immediately+ Notes
8:00 AMAllocate and delegate jobs to technicians. Confirm all techs have their schedule in ServiceM8+ Notes
8:30 AMFollow up on outstanding quotes older than 48 hrs. Log outcome in ServiceM8 notes+ Notes
9:00 AMChase any overdue invoices. Record payment status in ServiceM8+ Notes
🔄 Ongoing Throughout the Day
OngoingAnswer incoming calls. All new bookings entered in ServiceM8 before ending the call+ Notes
OngoingMonitor job status — flag any technician who has not updated their job within 2 hours+ Notes
🌏 Afternoon — Close of Day
12:00 PMMidday check — review afternoon schedule. Adjust bookings if morning jobs are running over+ Notes
3:00 PMConfirm tomorrow's jobs: all booked, all assigned, all materials/parts needed flagged+ Notes
4:30 PMCheck all completed jobs: invoices sent, photos attached, no jobs left in "in progress"+ Notes
5:00 PMEOD report to director: jobs completed, issues flagged, anything outstanding, payment summary+ Notes
📝 End of Day Summary Report
Jobs completed today
Issues / problems flagged today
Outstanding items — carry forward to tomorrow
Payments received today
Other notes for director
Office Manager
Director Reviewed
Date
Weekly Checklist
| Task | Day | Done |
|---|---|---|
| Review all open/incomplete jobs from prior week — no job left "in progress" more than 5 days | Monday | |
| Send weekly summary to director: bookings, revenue, outstanding invoices | Monday | |
| Team brief: run staff through the week ahead, flag scheduling conflicts | Monday | |
| Midweek job audit: check ServiceM8 for jobs without notes, photos, or status updates | Wednesday | |
| Follow up all unpaid invoices older than 7 days | Wednesday | |
| Check and restock office supplies. Submit any purchase requests | Thursday | |
| Review next week's bookings: gaps, double-bookings, missing info | Friday | |
| Send end-of-week report: completed jobs, revenue collected, any issues | Friday | |
| Confirm all technicians have submitted their timesheets | Friday |
Booking Procedure — Every Single Job
Follow every step for every booking. Skipping steps causes failed jobs.
| # | Action | What to do / check |
|---|---|---|
| 1 | Answer the call / message | Get: customer name, address, contact number, nature of job |
| 2 | Open ServiceM8 — new job | Select correct job category. Never leave fields blank. |
| 3 | Enter all customer details | Full name, full address, phone, email. Search existing clients first — no duplicates. |
| 4 | Set date & assign technician | Check technician availability before confirming to customer. |
| 5 | Confirm booking with customer | Repeat back: date, time window, what we're doing, what they need to prepare. |
| 6 | Add notes to ServiceM8 | Record anything unusual: access codes, pets, special requests, materials needed. |
| 7 | Send booking confirmation | Use ServiceM8 auto-SMS/email if enabled, or send manually. |
| 8 | Flag parts/materials needed | Leave note in job AND notify technician or purchasing directly. |
Incoming Communications Triage
Every call, message, or walk-in must be triaged immediately. Nothing sits unanswered.
| Incoming item | Who handles it | Required action |
|---|---|---|
| New booking enquiry | Office manager | Enter in ServiceM8 immediately, confirm with customer same day |
| Quote request | Office manager → Technician | Create job as "Quote", assign to tech, follow up within 48 hrs |
| Complaint / issue | Office manager → Director | Log in ServiceM8, escalate to director same day. Do not resolve alone. |
| Invoice query | Office manager | Check ServiceM8; resolve if simple — escalate if disputed amount |
| Parts / supplier call | Office manager → Tech/Purchasing | Note in relevant ServiceM8 job; action same day |
| Tenant / owner enquiry | Office manager → Property Manager | Log call, note property address, relay message same day |
| Technician sick/late | Office manager → Director | Immediately review that tech's jobs — reschedule or reassign |
| General enquiry | Office manager | Answer if possible; note in CRM; escalate if unsure |
ServiceM8 Data Standards — What "Done" Means
Every job must meet all of these before it is considered complete.
| Field / requirement | Standard |
|---|---|
| Job category | Always selected — never leave as "General" |
| Customer name & address | Full name, full address. No abbreviations. |
| Contact number | Mobile preferred. Landline as backup. |
| Assigned technician | Never leave unassigned if job date is set |
| Job notes | Any access info, special instructions, or materials needed |
| Photos | Before and after — required for all physical jobs |
| Invoice | Sent same day as job completion. No exceptions. |
| Job status | Updated in real time: Scheduled → In Progress → Complete |
⚠ Non-negotiable rules
- Every job must be in ServiceM8 before the technician leaves. No verbal-only bookings.
- No job is "done" until invoice sent, notes completed, and photos uploaded.
- All incoming enquiries responded to within 2 business hours.
- Complaints go to the director the same day — never sit on them.
- The office manager does not make pricing decisions. Escalate to director.
- Technician schedules confirmed by 8:00 AM each morning.
Delegation Authority
| Situation | Office manager can... | Must escalate if... |
|---|---|---|
| Booking a new job | Confirm and book | No tech available / unusual scope |
| Rescheduling a job | Reschedule with customer consent | Customer unhappy / repeat reschedule |
| Customer complaint | Listen, log, acknowledge | Always — escalate same day |
| Invoice query | Confirm amount from ServiceM8 | Customer disputes the charge |
| Pricing a job | Quote from rate card if available | No rate card match — always escalate |
| Tenant / owner issue | Take message, log it | Any dispute or legal concern |
| Staff / tech issue | Note and notify director | Immediately — never manage alone |