Office Hours

Purpose (Why we do this):

At HRA we strive for excellence, and a customer’s experience is influenced by the time your team is available to them. It is important that we uphold the Pledge in every way, including our hours of operation. This is great opportunity to shine and show our customers how we provide Superior Customer Service above our competitors.

Policy (What you're supposed to do):

Horizon’s standard hours of operation for the leasing office are Monday through Friday, 9am to 6pm for both student and conventional properties. Additional hours may need to be necessary to satisfy the needs of residents and prospective residents.

Student housing properties should offer extended hours (until 7pm) during lease up. Student properties should also consider staying open until 8pm one night a week during peak leasing season to satisfy customer needs.

Weekend hours are at the discretion of the Property Manager and Regional Manager.

Large properties should have a staggered scheduled that accommodates resident and prospective resident needs.

Summer hours should be reviewed and approved by the Property Manager and Regional Manager.

Major and minor holiday hours are to be determined by the Property Manager and Regional Manager. Minor holidays would include Mother’s Day, Father’s Day, President’s Day, Veteran’s Day, etc. Reduced coverage by the property team should be reviewed and approved by the Property Manager and Regional Manager for these days.

Offices are not to be closed for more than 2 consecutive days.

Procedure (HRA Way!):

Office signage and website should always display current office hours and residents should be notified via email of any office hour changes.

Horizon’s standard hours of operation for the Maintenance Team are Monday through Friday, 8am to 5pm for both student and conventional properties. Weekend hours are at the discretion of the Property Manager and Regional Manager. Service requests should be completed between 9am to 5pm. On-call maintenance should be scheduled 7 days a week in a rotating schedule.

Updating Entrata Office Hours:

• Setup > Properties > Select property > Property > General > Hours

• As Needed - Please also refer to the Office Hours Checklist in HRA Answers

• 5 Minute Friday - Entrata Office Hours & Pet Policy 

• Updating Office Hours In Entrata 
• Please note that other ILSs will pull your office hours from Entrata with the exception of your Jive Phone System.

Office Hours Updating Checklist:

• Updating Office Hours Checklist - Excel