I've scheduled a call with them for later today, so hoping I hear more information about their overall process and procedure. 

If they do not respond after a couple attempts we then start the procedure to evict. 

Most everywhere there is a process to appeal if you choose, but there are timelines and procedures to be followed - call your assessor or local municipality to find out what and when these are.Many people contest their assessments successfully on their own.

Some other things - quick attention to maintenance/repair issues, fast turnaround on getting vacant units rented, high quality tenants using established and agreed-upon screening criteria, a decent vendor list with pre-screened subs that carry the proper insurance, documented processes and procedures - including how evictions, late rent, personal property disposition, lockouts, make-readies, etc. are handled.Setup regular calls with your property owners to review any open issues, upcoming vacancies, P&L, etc.

Does your city have any specific regulations as to the procedures for dealing with delinquent tenant?  

You also want to find out exactly what the procedure is to end the lease or raise the rent if you choose to go that route instead.  

 I would suggest having written qualifications and follows your policy and procedures if you deviate from that and they finally federal lawsuit on you you wish you had in many ways If they do not fit your qualifications that are  written down and apply to every single applicant then you're OK if you deviate from that and bend the rules you could be violating the fair housing or a discrimination law 

If they refuse to pay you will need to follow the procedure as outlined by your state codes.

I'm implementing a new key sorting system, procedures for contacting tenants and contractors, and a new office space.

We have gotten pushback after checkout a time or two (mostly from young guests, -__- ) so we word our checkout procedure as "please complete our quick 3 step checkout procedure to help our housekeeper, Monica, quickly prepare for the next guest."