ALL INCLUSIVE COLIVING - OLLIE PROPERTY MANAGEMENT - Page 1 of 22 - City of Berkeley
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ATTACHMENT 4
ZAB 07-23-2020
Page 1 of 22
ALL INCLUSIVE
COLIVING.
OLLIE PROPERTY MANAGEMENT
CAPABILITIES
ATTACHMENT 4
ZAB 07-23-2020
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Table of Contents
Management Services 3
Technology Services 10
Questions and Answers 16
© 2020 Ollie Confidential. Not for distribution. 2
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MANAGEMENT
SERVICES
FACILITIES MANAGEMENT
MARKETING AND LEASING
HOUSING AS A SERVICE (HAAS)ATTACHMENT 4
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Full suite of management services
FACILITIES MANAGEMENT MARKETING LEASING
The Facilities Management team is Produce comprehensive marketing Our leasing teams are highly skilled in
responsible for overseeing the and advertising strategy plans that sales and marketing presentations
physical quality, maintenance and incorporate segmentation for pre- and closing techniques in
building systems of assets in leasing, lease-up and stabilization. conventional multifamily leasing, with
coordination with building This includes coordination of digital specialized education on leasing and
ownership. This includes, but is not advertising, social media marketing a coliving product.
limited to executing on preventative programming, corporate and
maintenance plans, building community outreach, and reputation
regulatory compliance, life and safety management. We may facilitate
plans, annual inspections and routine engagement with third-party
maintenance of the building and marketing firms for the creation of
units. digital assets, website design and
development, digital marketing and
branding.
HOUSING AS A SERVICE FINANCIAL REPORTING COLIVING REPORTING
Ollie’s Housing as a Service (HaaS) The team prepares detailed monthly The team also prepares quarterly
includes fully functional furnished financial and leasing reports outlining the performance of
units, free cable/WiFi, weekly performance reporting that includes coliving services, including
housekeeping, and Ollie Social events financial statements, review of community engagement, Bedvetter
that elevate the resident’s payables, budget monitoring and user activity and results of quarterly
experience, giving them time to focus occupancy and leasing trend NPS surveys.
more on themselves, and build analysis.
community within the property and
the surrounding neighborhood.
© 2020 Ollie Confidential. Not for distribution. 4ATTACHMENT 4
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Housing as a Service (HaaS) All-Inclusive
Move-In Ready Smart Home Technology Premium Wifi & Television
Ollie apartments come fully Ollie’s smart home technology All Ollie units come equipped with
furnished with high end includes smart TVs and high-speed wifi and premium
and transformable
residents enjoysystems,
exclusive thermostats to RFID-enabled locks television programming.
discounts to Ollie Provisions Co. and Bluetooth compatible lighting
design packages. and sound.
Community Manager Social Club Membership In-Building Amenities Affordable Living
Residents enjoy social mixers, Ollie residents have invitatio Take advantage of in-building All inclusive living at a discount to
guest lectures, weekend brunch to unique ns amenity spaces that range from other conventional apartments
and sunset yoga curated by a experiences, voluntee rooftops, pools, state of the art
dedicated community manager. opportunities,
only hot spotsday
and great rperks fitness centers Signature Tapwell
trips,
complimentary
like member
beverages and cafés, and Co-working lounges.
exclusive discounts to s-
events.
© 2020 Ollie Confidential. Not for distribution. 5ATTACHMENT 4
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Corporate oversight
Platform designed to support the development, lease-up, and management of institutional multifamily
properties with offices in NY, LA and SF.
TECHNICAL SERVICES TEAM OPERATIONS TEAM
Director of Technical Services VP of Operations and Experience
Associate Director of Project Development Director of Product Development and Operations
Associate Director of Technical Design Regional Portfolio Manager (TBH)
Director of Facilities (TBH)
Director of Leasing Community
(TBH) Engagement
© 2020 Ollie Confidential. Not for distribution. 6ATTACHMENT 4
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Property Organizational Chart
GENERAL MANAGER
ASST GENERAL
MANAGER
MAINTENANCE COMMUNITY
LEASING MANAGER
MANAGER ENGAGEMENT
MANAGER
MAINTENANCE LEASING
TECHNICIAN(S) CONSULTANT(S) CONCIERGE
PORTER / CLEANER
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Leasing and Maintenance staff
GENERAL MANAGER
Our General Manager is responsible for the overall operations of the property, resident experience, financial goals management and
execution. They are charged with onsite team development, risk management and assisting with multifamily marketing initiatives.
ASSISTANT GENERAL MANAGER
Our Assistant General Manager provides support to the General Manager in the administration and oversight of the property, the staff,
and the resident experience. The Assistant General Manager is cross trained on all General Manager functions and acts in the capacity
of the General Manager in their absence.
LEASING MANAGER
The Leasing Manager leads the onsite execution of marketing, leasing and pre-leasing of all rental units while guiding and developing
the leasing team.
LEASING CONSULTANT
Performs all activities surrounding leasing, new move-ins and lease renewals. Interacts directly with prospective and current residents
to achieve maximum occupancy. Generates and handles traffic, leasing apartments, qualifying prospects, preparing lease
documentation and completing move-ins.
MAINTENANCE MANAGER
Along with overseeing all maintenance and general asset preservation activities at the property, the Maintenance Manager is
responsible for guiding and developing the maintenance team and for providing the outstanding level of service to the residents.
MAINTENANCE TECHNICIAN
Performs problem diagnosis and repairs of HVAC, electrical, plumbing, carpentry, dry wall, exterior structural and appliance
maintenance, while maintaining stellar customer service and quality assurance standards.
PORTER
Responsible for the overall cleanliness and aesthetic of all amenity areas, common corridors, and small groundskeeper projects in
ensuring a superior interior and exterior image.
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COMMUNITY ENGAGEMENT staff
COMMUNITY ENGAGEMENT MANAGER
The Community Engagement Manager is the face of Ollie and the main driver of the customer experience in our buildings. The
responsibilities of this role include the planning and execution of Ollie Social programming, conducting resident onboarding,
offboarding, and in-person orientations.
CONCIERGE
Our Concierge is the face of our communities, bringing people together and connecting people to their apartment homes while playing
a vital role in assisting with creating customer loyalty, leading to resident engagement, satisfaction, and retention.
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TECHNOLOGY
OLLIE.CO
LEASING SUPPORTED BY TECHNOLOGY
BEDVETTER – ROOMMATE MATCHING
OLLIE LIVING APPATTACHMENT 4
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Ollie.co
Ollie.co is the first step of the customer journey. The mobile responsive website serves as a
lead generation tool for both prospective residents.
The site informs users of the product through 360 VR videos and imagery, allowing the
prospective resident the opportunity to view available properties, units, and amenity spaces.
Providing such an immersive experience enables us to display our properties we manage,
driving lead generation and faster lease-up for our property owner partners.
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Leasing supported by technology
Ollie supports leasing with a unique combination of on-
site personnel, web-based technology and follow-up
engagement.
TECHNOLOGY
The customer journey begins at Ollie.co, where prospects
are funneled to the dedicated building website. Our
technology stack provides resident prospects with the
option to complete a virtual, online lease process.
ON-SITE LEASING
For in-person inquiries, residents are greeted by the on-
site leasing team and Ollie’s Community Manager. Ollie’s
VP of Property Operations and Leasing Manager will
provide training and support to the leasing team to
evaluate prospects by budget, unit-type preference, and
tours, directed to micro-units or conventional units
accordingly.
FOLLOW-UP ENGAGEMENT
In-person tours conclude with a warm invitation to meet
the Ollie community by participating in an upcoming
Ollie event or signing up for a complimentary trial
membership to Ollie Social (Social Membership Club),
creating opportunities for authentic, community-driven
follow-up engagement.
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Bedvetter – roommate matching
HOUSEHOLD FORMATION
By combining its intelligent matching algorithm with an intuitive interface and geo-targeting capabilities,
Bedvetter streamlines the roommate selection and leasing process, putting household compatibility first. Users
answer a series of questions that will help determine their compatibility with potential roommates who are
seeking a similar housing situation.
Users with available rooms or units can also utilize Bedvetter to find replacements tenants for either
themselves or their roommates when unexpected life events occur.
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Ollie living app
LIFESTYLE MANAGEMENT
The Ollie Living app houses the integration of multiple 3rd party and in-house applications into an elegant and easy to use
resident portal. The app operates on top of a proprietary middleware platform that communicates with an array of different
3rd party tools such as property management, packages, housekeeping, payment, social and more.
Home Activity Feed Housekeeping Services Payments Building Information
Management
© 2020 Ollie Confidential. Not for distribution. 14ATTACHMENT 4
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Resident facing middleware
Property Management Rent Payment Resident Services
Accounting, Leasing,Operations, Credit Card, Debit Card,ACH, Package Tracking, Maintenance Requests,
Maintenance, Forecasting Reporting Amenity Space Reservations
Community Engagement
• Events Calendar
• Event RSVP
• Guest Fees
• Co-Spaces
Ollie Living App
Ollie Residents
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QUESTIONS AND
ANSWERSATTACHMENT 4
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QUESTIONS AND ANWERS (leases)
Question Answer
What will be the standard lease term? Ollie will be targeting 12-month lease terms.
Do roommates review applications before selection? No. Ollie’s management team is the only one who reviews and
approves resident applications per the local and state laws and
regulations. However, the residents will approve who they will be living
with before forming a household and executing the lease. They will be
given opportunities to meet one another at our roommate matching
parties or on our roommate matching website, Bedvetter. Our
management team will direct residents interested in the property to
our Bedvetter site, where the resident can sign up, answer questions
about their lifestyle, connect with other residents who are interested
in living at the property, and have access to message them directly
with any questions. The residents have full discretion and the option to
include as much or as little information they want on the Bedvetter
site.
Will Ollie have a noise clause in their lease that clearly states all Yes
tenants will have the Right to Quiet Enjoyment?
Does Ollie have a clause in their lease that states how many visitors The property will comply with building code occupancy requirements
will be allowed in each unit or bedroom? and will be reflected in the lease form.
Do you have a minimum length for a lease? No, we will offer lease terms in line with local zoning and rental laws
require and will be targeting 12-month lease terms.
© 2020 Ollie Confidential. Not for distribution. 17ATTACHMENT 4
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QUESTIONS AND ANWERS (Tenants)
Question Answer
What are the steps to onboarding a new tenant? 1) Residents know one another, meet at our roommate matching
parties or through Bedvetter.
2) Residents agree on living together and want to form a household.
3) Residents submit a lead card by filling out one of the forms on
ollie.co.
4) Ollie's leasing consultant responds to the lead asking to schedule a
tour (or virtual tour, right now).
5) A tour is conducted, at which time the lead becomes a prospect.
6) If the prospects want to move forward, an application is started for
each roommate.
7) If the applications are approved, a lease is generated and sent to the
prospects to sign.
8) The prospects sign the lease, which is then countersigned by Ollie,
and a move in date is solidified.
9) The CEM onboards the new residents for platforms that support
Ollie services like Ollie Social admin and Ollie Living admin.
10) The Community Engagement Manager ("CEM") sends a welcome
email to the new residents that details important pre-move in
information (about cable and WiFi, electricity setup, etc.), and a
prompt to download the Ollie Living App ("OLA"), where the residents
complete the onboarding process by learning more about Ollie's
services and scheduling an in-person orientation with the CEM on a
date that's convenient for them (on their move-in date or sometime
thereafter).
11) On the resident's move-in date, we ask that they arrive between a
certain timeframe, give instructions on where they and their movers
should park, and ask for a valid ID before issuing keys/fobs.
12) Onboarding complete.
13) Move-in inspection is conducted (i.e. documenting the condition of
the unit/bedroom, familiarizing residents with how to use the in-unit
technology, maximize efficiency of appliances, how to dispose of
trash/recycling.
© 2020 Ollie Confidential. Not for distribution. 18ATTACHMENT 4
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QUESTIONS AND ANWERS (management)
Question Answer
Will the property have an onsite manager? Yes
Do you have any experience with mixed verses same sex floors? We operate properties that fall under multifamily zoning and code
requirements. Therefore our properties are a mix of sex on all floors.
All our properties are open to the general public to lease and everyone
in the community who legally qualify per local rental standards.
What is the process for reporting/requesting a maintenance requests? In-unit and/or in-building maintenance requests are handled by
residents submitting work orders through the Ollie Living App ("OLA");
they're processed through the property management system, and then
closed once the work order is completed. It's also important to note
that while most residents will utilize technology to report a typical
maintenance issue, residents may reach out by phone as well.
Emergency maintenance requests are encouraged to be reported by
phone.
How does Ollie handle trash collection (How does it get from the unit Ollie will have designated door pick-up days for trash/recyclable pick-
to the trash/recycling bins)? up outside the resident's unit, where one of our staff members will
pick up every night and put into the main trash/recycle bins on the
ground floor. Our staff will also put the filled trash/recycle bins to the
curb once a week for the waste management company to collect and
then return the empty trash/recycle bins back to the designated area
on the ground floor of the building.
© 2020 Ollie Confidential. Not for distribution. 19ATTACHMENT 4
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QUESTIONS AND ANWERS (management)
Question Answer
What is the process for reporting a problem? Problems are typically handled by residents emailing or speaking with
the General Manager ("GM") or CEM, who handles the problem with
support from Ollie's Hub team.
How does Ollie manage noise complaints from neighbors? First, we encourage residents to speak to one another as a first step to
allow the opportunity for neighbors to discuss this with one another. If
that doesn't solve the issue and the situation is brought to our
attention, we would first gather details from the resident with the
complaint, asking them to document their concerns in writing- listing
as much detail in terms of dates, times, type of noise, etc. We do this
to ensure that we have a chain of written evidence of the complaint in
case we need to start eviction proceedings against the neighbor. Prior
to making an accusation of another resident we would try to
investigate the concerns in an effort to validate and confirm that the
conditions that the complaining resident made are accurate.
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QUESTIONS AND ANWERS (amenities)
Question Answer
Are the roommate matching parties different than Ollie Social events? Yes, roommate matching parties occur before or during lease-up of an
asset so that potential roommates can meet one another in a public
space. Ollie Social events are for Ollie residents to attend that is a part
of their rent.
What do you feel tenants most want? Community? Cheap rent? Our mission is to humanize housing by providing our residents with the
Amenities? Modern environment? 4 C’s (Cost Savings, Convenience, Comfort and Community). We
believe residents want to live in a building that provides more
affordable rent, convenient amenity services, and comfortable
accommodations, and a management company that creates
community through monthly social events.
How are community events/social programs organized? Our Ollie Social Events are specially curated based on the
psychographics, demographics of our residents in the building as well
as the residents living in the neighborhood around the building. These
events are curated by our local Community Engagement Manager and
Head of Community Engagement in our Hub office.
Should extra storage space/lockers be offered? Given the amount of packages and shipping that is done in modern
living, we suggest that there is some sort of package delivery and
storage system, depending on the space availability at the property.
This isn’t a requirement by Ollie and depends on what the
developer/owner can provide per legal code. For resident storage, the
resident that lives with us typically doesn’t have a lot of household
goods and the need for additional onsite storage is minimal, we do
suggest however having some sort of bike storage if space allows.
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THANK YOU
Raul Alcaraz l Director of Real Estate Partnerships
Direct: (925) 596-3142 | Email: raul@ollie.co
2030 Franklin Street Suite 202 San Francisco, CA 94109
o ll i e . co
© 2020 Ollie Confidential. Not for distribution.
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