Concierge is where scope creep hides. One owner means dinner reservations; another means stocking a refrigerator, waiting four hours for a sofa, forwarding mail, and finding a locksmith on Sunday. If the agreement never defines the requests, you bought an adjective.
| Request | Classification | Control |
|---|---|---|
| Active leak | Emergency property work | Dispatch and owner notice |
| Grocery stocking | Scheduled owner service | List, budget, receipt |
| Furniture delivery | Custody task | Photos and storage plan |
| Dinner booking | Optional personal request | Coverage and fee |
Separate property work from personal errands
Classify leasing, maintenance, inspections, guest support, owner-arrival work, deliveries, mail, reservations, shopping, and transport.
For a Madison Park owner-arrival request, write the request trigger, response owner, approval limit, completion evidence, exception rule, and charge. This is the working definition of separate property work from personal errands in Seattle Concierge Property Management: What's Included?. If two staff members give different answers, revise the catalog before a live request exposes the gap.
Add separate property work from personal errands to the concierge catalog with six fields: requested by, accepted by, delivery window, purchase or labor cap, proof of completion, and cancellation treatment. Run a Madison Park owner-arrival request through those fields. The task should still make sense when the usual contact is unavailable and the owner is asleep in another time zone.
Create one request channel
State where requests go, staffed hours, emergency definition, acknowledgement target, completion estimate, and after-hours rule.
For a message sent at 7:40 p.m., write the request trigger, response owner, approval limit, completion evidence, exception rule, and charge. This is the working definition of create one request channel in Seattle Concierge Property Management: What's Included?. If two staff members give different answers, revise the catalog before a live request exposes the gap.
Add create one request channel to the concierge catalog with six fields: requested by, accepted by, delivery window, purchase or labor cap, proof of completion, and cancellation treatment. Run a message sent at 7:40 p.m. through those fields. The task should still make sense when the usual contact is unavailable and the owner is asleep in another time zone.
Price variable work visibly
Use included hours, per-task fees, hourly rates, minimum visits, or vendor pass-through.
For four hours waiting at a South Lake Union loading dock, write the request trigger, response owner, approval limit, completion evidence, exception rule, and charge. This is the working definition of price variable work visibly in Seattle Concierge Property Management: What's Included?. If two staff members give different answers, revise the catalog before a live request exposes the gap.
Add price variable work visibly to the concierge catalog with six fields: requested by, accepted by, delivery window, purchase or labor cap, proof of completion, and cancellation treatment. Run four hours waiting at a South Lake Union loading dock through those fields. The task should still make sense when the usual contact is unavailable and the owner is asleep in another time zone.
Require approval before spending
Set routine, urgent, and emergency thresholds; convenience shopping and active plumbing cannot use the same authority.
For a Bellevue grocery order versus a burst supply line, write the request trigger, response owner, approval limit, completion evidence, exception rule, and charge. This is the working definition of require approval before spending in Seattle Concierge Property Management: What's Included?. If two staff members give different answers, revise the catalog before a live request exposes the gap.
Add require approval before spending to the concierge catalog with six fields: requested by, accepted by, delivery window, purchase or labor cap, proof of completion, and cancellation treatment. Run a Bellevue grocery order versus a burst supply line through those fields. The task should still make sense when the usual contact is unavailable and the owner is asleep in another time zone.
Document custody and deliveries
Record who accepts furniture, packages, keys, wine, vehicles, or personal items; define condition, storage, refusal, and claims.
For a Queen Anne wine shipment requiring signature, write the request trigger, response owner, approval limit, completion evidence, exception rule, and charge. This is the working definition of document custody and deliveries in Seattle Concierge Property Management: What's Included?. If two staff members give different answers, revise the catalog before a live request exposes the gap.
Add document custody and deliveries to the concierge catalog with six fields: requested by, accepted by, delivery window, purchase or labor cap, proof of completion, and cancellation treatment. Run a Queen Anne wine shipment requiring signature through those fields. The task should still make sense when the usual contact is unavailable and the owner is asleep in another time zone.
Draw boundaries around regulated work
Leasing, transport, alcohol, childcare, security, and contractor work may require different providers or rules.
For an owner asking the manager to drive a guest, write the request trigger, response owner, approval limit, completion evidence, exception rule, and charge. This is the working definition of draw boundaries around regulated work in Seattle Concierge Property Management: What's Included?. If two staff members give different answers, revise the catalog before a live request exposes the gap.
Add draw boundaries around regulated work to the concierge catalog with six fields: requested by, accepted by, delivery window, purchase or labor cap, proof of completion, and cancellation treatment. Run an owner asking the manager to drive a guest through those fields. The task should still make sense when the usual contact is unavailable and the owner is asleep in another time zone.
Measure fulfillment, not warmth
Report request, acknowledgement, completion, cost, vendor, exception, and feedback.
For a missing package after friendly status texts, write the request trigger, response owner, approval limit, completion evidence, exception rule, and charge. This is the working definition of measure fulfillment, not warmth in Seattle Concierge Property Management: What's Included?. If two staff members give different answers, revise the catalog before a live request exposes the gap.
Add measure fulfillment, not warmth to the concierge catalog with six fields: requested by, accepted by, delivery window, purchase or labor cap, proof of completion, and cancellation treatment. Run a missing package after friendly status texts through those fields. The task should still make sense when the usual contact is unavailable and the owner is asleep in another time zone.
Decision record for Seattle Concierge Property Management: What's Included?
Build the catalog from actual requests made during the last year. Mark each included, scheduled, separately billed, vendor-only, emergency-only, or excluded. Put purchase limits and cancellation charges beside the task. Now both parties know what a 7 p.m. message triggers before anyone presses send.
Worked Seattle example
A Madison Park owner lands at 9 p.m. expecting groceries, fresh linens, a warm house, and a newly delivered desk assembled upstairs. Those are four work orders. The catalog assigns purchasing, turnover, HVAC check, delivery custody, assembly vendor, receipts, and exception notice. Without it, every missed assumption feels personal.
Cross-check the decision with full-service management scope, vacation-rental playbook, Seattle property management. Ask for a property-specific assessment; do not accept the article's examples as legal, tax, or investment advice for a different home.
FAQ
What is concierge property management?
A customized service combining property operations with defined owner or occupant requests. The written catalog is the product.
Is concierge work included in the fee?
Only the agreement can answer. Ask which tasks, hours, visits, purchases, and coordination create another charge.
Will a manager run personal errands?
Only if the task, authority, cost, custody, insurance, and legal limits are agreed.
How fast should requests be handled?
Use separate targets for emergencies, property failures, scheduled work, and optional convenience requests.
How are charges audited?
Keep request records, approvals, receipts, invoices, time entries where applicable, and monthly totals.