Who this is for: Hosts who have claimed a member check in job.
The goal is simple: the member walks into a spotless home and feels welcomed.
Be kind, professional, and considerate, solve problems as they come up, and make sure the home is ready before the member sees it.
This is a critical job
A member check in is a critical job, because a member is arriving at a set time and counting on you to be there.
Dropping the job within 24 hours of the start time adds a strike. You cannot release it yourself in the app inside that window. Let Landing know instead.
Arriving late adds a strike.
For how strikes work, see Host and Cleaning Company Performance Reviews and Removals.
What do I need before I start?
Wear member facing attire: your Landing T-shirt, or a non white solid coloured shirt, pants without holes, and closed toe shoes. See What to Wear on a Host Job.
Bring your phone and charger, and these seven cleaning supplies as a minimum: disinfectant spray, a dusting wand and refills, fabric freshener, floor cleaner, glass cleaner, paper towels, and a heavy duty sticky roller. They are all part of your regular cleaning kit, so you do not need to buy anything extra. See Building Your Host Cleaning Kit.
Read the access instructions in your job. If there is an off site key pickup or a key release at the leasing office, go there first. If the job needs an access code, check that it is listed. See Getting In.
Review the "Things to Know" section of your job. Learn the amenities, parking, mail, trash, and WiFi for this home, and find the fob or key for the amenities, so you can explain them to the member.
What if the leasing office will be closed during the check in?
If the leasing office is the only way into the home and it will be closed at check in time, you also get a Member Check-In Key Pick Up job. Go to the property a few hours early or the day before, as your job time says, and ask for a key release. Keep the keys with you until you have checked the member in. See Concierge and Leasing Office.
When do I contact the member?
Start the job one hour before the member arrives. As soon as you start, text the member through the Host App to confirm the property name, the address, where you will meet, and the meeting time. Introduce yourself by name, say you are with Landing, and tell them you will be checking them in. Keep it warm and friendly. See Texting / Calling Members for an example message.
How do I get the home ready?
The home has already been cleaned. Your job is a final touch up, so the member notices nothing but a clean, welcoming home.
Take a photo of the front door with the unit number showing, and check the entrance is clean and in good condition. Upload the photo in the Host App.
Knock before you enter, in case the member or another Host is already inside. See Entering into an Occupied Home.
Remove your shoes when you go in, so you do not track in dirt.
Disinfect the high touch areas. Spray every surface, handle, and switch with disinfectant spray and wipe it down with a paper towel.
Dust from top to bottom in every room: air vents, ceiling fans, the tops of cabinets and the fridge, art, shelves, blinds, fixtures, and TVs. Dust is one of the first things members notice.
Spot clean the floors. Check for sticky areas or smudges and clean them with floor cleaner. Vacuum carpets and rugs where needed.
Check the bathrooms. Fixtures should be spotless, with no water spots.
Check the kitchen. Surfaces and appliances should be free of smudges and grime, and the sink should be dry with no water spots.
Check the WiFi and TV. Connect your phone to the WiFi and run a speed test. Let Landing know if it is below 50 Mbps. Check every TV is connected to the WiFi and signed out of the previous member's streaming apps. See Landing WiFi and Connecting the TV to WiFi. You can also play some relaxing music on the TV through YouTube.
Set the thermostat to 72 degrees.
Check the welcome kit is staged: the snack kit on the kitchen counter and the cleaning items in place. See Welcome Kit Items.
Write a personal note on the greeting card and leave it with the welcome kit on the counter. The card is only for assisted check ins like this one. Use the member's name, welcome them to the city, include the WiFi network name and password, and add a local recommendation if you can. Then upload a photo of the staged items on the counter.
Stage the member's access items on the kitchen counter, such as home keys, mail keys, parking fobs or passes, and amenity passes. Upload a photo of them.
Add the finishing touches. Make sure the beds are well made, fluff the pillows, put the toilet seats down, check toilet paper is on every holder, and check every trash can has a liner. Turn on the lamps and lights so the home feels bright and welcoming.
How do I get to know the property?
Walk the property before the member arrives, so you can show them around with confidence. Visit each amenity the property has, such as:
Parking: if the member has an assigned space, find it and know where it is in relation to the home.
Mail and packages: find the mailroom or package pickup, check whether a key or access item is needed, and make sure it is in the home for the member. Note any posted instructions worth passing on.
Trash: find out whether the property uses a trash chute, a shared dumpster or compactor, or valet trash, so you can explain it. See Trash Disposal at a Landing Property.
Other amenities, such as the pool, gym, dog walk area, playground, outdoor spaces, and media centre.
How do I welcome the member?
Meet the member at the agreed location. Smile and be friendly.
Check the member's ID. Let them know you need to upload a photo of their ID to Landing through the Host App, and check that the name on the ID matches the name in your job.
Offer to help with their bags, then walk them to their home, pointing out any amenities you pass.
Show the member around their home. As you go, let them know:
The furniture, bedding, bath linens, dishes, and decor were designed with them in mind by Landing's own design team.
Landing has provided some basic toiletries and cleaning supplies for their convenience.
The home has a Smart TV, so they can sign in to their own streaming services.
The WiFi network name and password.
Hand over the keys, fobs, and passes. Ask whether they would like a walking tour of the parking, amenities, and mailbox, or would rather you explain them from inside the home. Go with their preference, and make sure they know their way around either way.
Share a little about the city, such as a favourite local spot, if the member is interested.
Ask whether they have any other needs or questions. If you cannot answer something, tell them you will check with Landing, then let Landing know through the chat that you are asking on the member's behalf.
Thank them for choosing Landing and say goodbye.
What do I do after the member is settled?
Return the Host keys to where you found them and upload a photo. Never give the Host keys to the member. The member's own keys are the ones you staged on the counter. For how to return keys, see Getting In.
What if something goes wrong?
The member asks for something special. Do not promise any item, change, or reimbursement unless Landing has told you it is approved. Let Landing know what the member asked for.
The member is running late. Let Landing know straight away.
If you can stay for the new time, Landing will add the extra time and pay to your job.
If you cannot, Landing will finalize your job and set up a new one for another Host to check the member in.
The keys or parking pass are missing. Let Landing know as soon as you notice, so you can work through the next steps together.
Housewares are missing. Let Landing know which items are missing. Landing will tell you whether they are being brought to the home by another Host or shipped there. If not, Landing may offer you a separate job to buy them with your PEX Card.
See What is a PEX Card?.
Something is broken or damaged. Submit a maintenance request in the Host App. See Making a Maintenance Request.