In this episode of the Hospitality Breakroom, Rachel and Ashley discuss the final episode of their third season, focusing on the recap of standardization in hotels and property management success. The episode dives into learnings from the VRMA Executive Summit in Miami, where Ashley presented a fireside chat discussing the rise and fall of large property managers Vacasa and Abridge Hospitality. The discussion reveals six key insights for successful property management: 1) Curated portfolios minimize bad apples, 2) Fewer property owners drive better operations, 3) Properties with similar demand drivers simplify operations, 4) Hospitality teams must feel empowered, 5) Operations should align with local market needs, and 6) Growth should be driven by organic growth rather than mergers and acquisitions (M&A). Rachel and Ashley share examples from successful companies like Panda Express and Chick-fil-A, and discuss the challenges faced by Abridge Hospitality and Vacasa. They emphasize that large-scale M&A often leads to financial difficulties and eventual failure. The episode highlights the importance of maintaining a local focus, empowering teams, and managing a curated portfolio to achieve success in the hospitality industry. Future research and discussions will continue to explore these insights and practical steps for property managers to succeed. 00:00 Welcome to the Hospitality Breakroom 00:17 Recap of Property Management Success and Failures 00:47 Insights from the VRMA Executive Summit 01:51 Comparing Vacasa and Abridge 03:54 Key Findings on Property Management 05:46 Understanding Hotel Property Management 09:00 Success Stories in Restaurant Management 10:21 Six Key Insights to Successful Property Management 11:52 Curated Portfolios and Their Impact 16:42 The Importance of Fewer Property Owners 22:13 Balancing Growth and Homeowner Satisfaction 24:03 The Challenge of Diverse Property Portfolios 29:22 Empowering Hospitality Professionals 34:02 The Pitfalls of Centralized Operations 37:57 Risks of Large-Scale Mergers and Acquisitions 40:25 Conclusion and Future Directions rachel@abodeluxuryrentals.com meaghan@inhaven.com ashley@inhaven.com

In this episode of the Hospitality Breakroom, the episode covers the rise and fall of two major hospitality management companies: Vacasa in the vacation rental market and Abridge in the hotel management industry. Ashley provides a historical overview of both companies, outlining five distinct phases of growth, mergers, acquisitions, and eventual financial distress. The discussion delves into Vacasa's explosive growth from managing a single property in 2010 to 44,000 units by 2022, followed by a significant decline and a distressed sale. Similarly, Abridge's journey from 70 hotels in 2003 to 1,500 hotels by 2022 is examined, highlighting their parallel paths of aggressive expansion and eventual financial turmoil. The episode also explores earlier examples of public company failures in the industry, emphasizing that large-scale management struggles are not isolated incidents. The reasons for these failures are debated, with common arguments pointing to executive leadership, private equity, and external events. However, Ashley dispels these myths, suggesting that the core issues are structural rather than personnel-driven. The conversation teases the upcoming VRMA Executive Summit presentation, where Ashley will reveal six key principles that successful regional and scaled property management companies follow. These principles aim to address the recurring challenges in the industry and offer a framework for sustainable growth. The episode underscores the importance of understanding industry patterns and making data-driven decisions to mitigate risks associated with rapid expansion. Rachel emphasizes the value of such comprehensive analyses for industry professionals, noting how they contribute to a better understanding and preparedness for future developments. The episode ends with an invitation to the next podcast, where the six key principles for successful property management will be discussed in detail. 00:00 Welcome and Series Update 00:41 Introduction to National Vacation Rental Property Management 01:06 The Vacasa Bidding War 02:43 Abridge: The Hotel Industry's Vacasa 04:29 Comparing Growth Phases of Vacasa and Abridge 05:09 Upcoming Executive Summit 05:41 Deep Dive into Vacasa's History 11:50 Abridge's Growth and Challenges 14:18 Historical Context of Hospitality Management Failures 17:24 Failed Mergers and Acquisitions in Property Management 18:16 Analyzing the Failures of National Property Management Companies 19:50 Debunking Myths: Leadership, Private Equity, and External Events 21:27 Creating a Comprehensive Case Study 22:12 Upcoming Presentation at Executive Summit 25:24 The Six Key Principles for Success 28:28 Conclusion and Upcoming Episodes rachel@abodeluxuryrentals.com meaghan@inhaven.com ashley@inhaven.com

The episode opens with the hosts welcoming the audience back to the 'Hospitality Breakroom,' highlighting this as the ninth out of the tenth episode of the series. The focus of the discussion centers around 'certainty within' the vacation rental industry, featuring Ashley and Meaghan from Inhaven, along with Rachel, the co-owner of Abode Luxury Rentals in Park City. They share their childhood dreams and career journeys, with Rachel recounting her extensive background in ballet, journalism, and marketing before settling into the vacation rental business. Meaghan reflects on her various academic and career shifts before ultimately finding her place in the hospitality industry. The trio discusses the challenges of balancing entrepreneurship with family life and the importance of good childcare and shared responsibilities. The conversation also delves into the dynamics of working with family members within the business, emphasizing the importance of trust and the benefits of a close-knit team. Megan reveals her concerns about raising a family while managing a demanding career and the strategies she and her husband use to maintain a balanced relationship. Rachel shares her insights on how to keep children grounded in affluent communities like Park City. The discussion also touches on the misconceptions about the vacation rental industry, particularly the notion that all properties are just Airbnb listings. Meaghan and Rachel express their concerns about the industry's future, especially with the increasing professionalization and the potential loss of community spirit. They also highlight the need for better software and tools, like a comprehensive owner CRM and an effective dashboard for tracking key performance indicators. The hosts wrap up the episode with reflections on what advice they would give their younger selves, emphasizing the importance of not acting out of fear, understanding the business numbers, and focusing on relationships. Finally, they discuss the concept of standardization within the vacation rental industry, agreeing that consistent standards in the kitchen, bathroom, and bedroom can significantly improve guest experiences. The episode concludes with a teaser for the next and final episode of the series, which will cover a case study on the rise and fall of national property managers. 00:00 Introduction and Initial Setup 00:25 Welcome to the Hospitality Break Room 00:51 Today's Topic: The Certainty Within 01:00 Personal Therapy and Life Reflections 02:06 Interview with Rachel: Childhood Dreams and Career Path 05:15 Megan's Journey: From Childhood Dreams to Career 09:01 Family Backgrounds and Upbringing 15:48 Challenges and Strategies in Balancing Work and Family 18:10 Working with Family in Business 24:00 Living in Vacation Towns: Keeping Kids Grounded 28:19 Coping with Hard Days in the Hospitality Industry 30:16 The Importance of Boundaries and Personal Time 37:34 Ashley’s Background and Career Journey 39:15 Introduction to Family and Business 39:56 The Birth of Inhaven 42:52 Challenges and Misconceptions in Vacation Rentals 45:55 The Role of Technology in Business 48:32 Women in Business and Personal Reflections 01:08:00 The Importance of Standards and Certainty 01:14:26 Rapid Fire Questions and Conclusion rachel@abodeluxuryrentals.com meaghan@inhaven.com ashley@inhaven.com

In this episode, Rachel, Ashley and Meaghan engage in a comprehensive discussion about the importance of Key Performance Indicators (KPIs) in the hospitality industry. They then dive into the main topic, exploring how KPIs can influence various aspects of a hospitality business, particularly focusing on housekeeping and overall operational efficiency. Rachel mentions the challenges her company faces with housekeeping and the potential for KPIs to provide actionable insights. Meaghan offers detailed advice on tracking KPIs such as cleaning time, costs per property, inspection pass/fail rates, and recurring guest complaints. Ashley adds that understanding these KPIs can lead to better communication with homeowners and more efficient operations. They discuss the emotional aspect of KPIs and how transparency can foster team trust and engagement. Rachel shares her journey from initial fear of transparency to embracing it for better team cohesion. They also briefly touch upon corporate backgrounds and how different companies handle KPI tracking. The episode concludes with a challenge for listeners to start tracking two KPIs and hints at exciting topics for future episodes. The discussion underscores the need for data-driven decision-making in maintaining high operational standards and achieving business growth. rachel@abodeluxuryrentals.com meaghan@inhaven.com ashley@inhaven.com 00:00 Introduction and Greetings 00:54 Welcome to the Hospitality Break Room 01:36 Discussing KPIs and OKRs 03:29 Implementing KPIs in a Growing Company 05:07 Challenges and Benefits of KPIs 18:50 Business Development and Homeowner Acquisition 28:20 Housekeeping KPIs 35:27 Overcoming Overwhelm in Efficiency Tracking 36:19 Turning Housekeeping Supplies into Revenue 37:08 Realizing Profit Potential in Housekeeping 38:49 Breaking Down Housekeeping Costs 46:10 Navigating Housekeeping Challenges 52:02 The Importance of Transparency and KPIs 01:01:42 Implementing KPIs for Operational Excellence 01:08:01 Final Thoughts and Listener Challenge

In this episode of the Hospitality Breakroom, the discussion revolves around the history of hotels and how it informs the future of vacation rentals. Rachel Alday is joined by Ashley Ching and Meaghan Meyers from Inhaven join to discuss the evolution of hotel standards and their relevance to the vacation rental industry. They cover how hotels in the 1970s faced similar challenges to today’s vacation rentals regarding guest certainty and quality standards. The discussion delves into how technological and policy advancements in the '70s and '80s allowed for the mass production of affordable cars and the development of the U.S. highway system, respectively, leading hotels and motels to proliferate along these routes. The inconsistent quality of these early hotels mirrors the current state of vacation rentals. They recount how hotel industries improved guest standards by adopting uniform features, like Westin's 'heavenly bed,' eventually leading to higher guest satisfaction and industry professionalization. The parallels are drawn to vacation rentals needing similar standardization in areas like kitchen, bath, and bedroom essentials. Service levels, particularly the people-to-property ratio, are also highlighted as a significant differentiator between economy and luxury accommodations. Guest experiences in hotels, defined by consistency and service quality, are portrayed as a model for vacation rentals to aspire to, hinting at a potential framework for future industry standards. Throughout, the importance of understanding roles, like property managers and brand standards within the hotel industry, is emphasized. The episode concludes with a call to action for further professionalization and standard setting in the vacation rental industry, drawing inspiration from how the hotel industry evolved over the last 40 years. rachel@abodeluxuryrentals.com meaghan@inhaven.com ashley@inhaven.com 00:00 Welcome to the Hospitality Breakroom 01:19 The Evolution of Hotel Standards 02:06 The 1970s: A Turning Point for Hotels 04:51 Westin's Revolutionary Heavenly Bed 05:38 Challenges in Vacation Rental Standards 08:00 The Need for Standardization in Vacation Rentals 16:08 The Role of Professional Supply Chains 28:12 The Structure of Hotel Management 32:37 Understanding the Correlation Between Standardization and Industry Impact 33:59 Ownership and Management in the Hotel Industry 36:26 The Role of Property Managers and Distribution Channels 39:00 Comparing Hotels and Vacation Rentals: Standardization Challenges 49:22 The Importance of Service Levels and Staffing Ratios 58:44 Concluding Thoughts and Future Discussions

In this episode of the Hospitality Breakroom, hosts Rachel Alday, Ashley Ching, and Meaghan Myers discuss inventory management in the vacation rental industry. They share stories about unusual housekeeping finds, including guns and drugs, and discuss the complexities of dealing with such situations. The conversation transitions into the challenges of managing inventory, particularly linens and coffee makers, accounting for everything from air filters to batteries. They delve into the pros and cons of RFID technology for inventory management and contrast it with more feasible QR code systems. Understanding the significance of effective inventory management for operations, guest satisfaction, and homeowner confidence, they discuss the necessity of accurate data and processes. They emphasize that having a solid inventory process can enhance professionalism and reduce resolution time for guest issues. Additionally, the episode touches on the importance of certain supplies, the challenges of managing knife sharpness, the issues with overstocking and understocking various items, and the ongoing quest to improve inventory systems. The episode concludes with a teaser for a secret topic in the next episode. meaghan@inhaven.com ashley@inhaven.com rachel@abodeluxuryrentals.com 00:00 Welcome to the Hospitality Break Room 00:28 Wild Stories from Housekeepers 07:17 Challenges with Inventory Management 11:15 The Importance of Accurate Inventory 14:10 Implementing Effective Inventory Solutions 21:13 The Role of Technology in Inventory Management 33:19 The Importance of Resolution Time 33:31 Stocking Essentials for Vacation Rentals 34:43 The Coffee Maker Conundrum 37:19 Inventory Challenges and Solutions 39:22 The Knife Dilemma 44:55 Overstocking and Underrated Supplies 53:49 The Complexity of Hospitality Management 55:51 Conclusion and Teaser for Next Episode

Rachel introduces the fourth installment of 'Certainty Served Weekly with Inhaven,' with guests Ashley Ching and Meaghan Myers, along with Julie from Abode Luxury Rentals. They discuss the importance of setting standards in vacation rental kitchens, aiming to enhance consistency and guest satisfaction. Julie shares her journey to spearheading the kitchen standards program at Abode, explaining her transition from general operations to a specialized focus on property enhancement. The team dives into the specifics of standardizing kitchenware, emphasizing the relevance of having consistent, durable, and replaceable dinnerware, glassware, and silverware across properties. They highlight the advantages of partnering with Inhaven for easy replenishment of items and reducing operational inefficiencies. The episode explores best practices for stocking kitchen essentials, including debates over cookware types such as stainless steel versus non-stick pans and the pros and cons of different small appliances. Rachel, Ashley, and Julie also tackle the challenges of managing spices, utensils, and coffee makers in vacation rentals. The discussion turns to first impressions, emphasizing the benefits of welcoming guests with local goodies and special treats like Ballerina Farm croissants. Meaghan shares her successful practices using local goods to enhance the guest experience. Finally, Julie underscores the importance of direct communication with homeowners to educate and align on standardization efforts. They wrap up by providing insights into managing guest expectations regarding kitchen supplies and the ongoing debate over the best way to provide guest information, whether through books, QR codes, or mobile apps. The episode concludes with a teaser for the next week’s focus on inventory management. meaghan@inhaven.com ashley@inhaven.com rachel@abodeluxuryrentals.com julie@abodeluxuryrentals.com 00:00 Welcome to the Hospitality Break Room 00:55 Meet the Team: Ashley Chang and Megan Myers 01:13 Introducing Julie: The Property Enhancement Specialist 01:38 Setting Kitchen Standards: The Journey Begins 02:05 The Black Bear Lodge Story 03:10 Challenges and Solutions in Property Management 04:10 The Role of INH in Standardizing Properties 07:20 Standardizing Kitchenware: Best Practices 14:41 The Importance of Par Levels 16:29 Cookware Choices: Non-Stick vs. Stainless Steel 23:55 Small Appliances and Coffee Makers 28:06 Introduction to Coffee Choices 29:09 Stocking the Kitchen: Spices and Essentials 33:47 Cleaning Supplies and Guest Communication 43:31 Guest Welcome Gifts and Local Products 50:08 Owner Compliance and Standardization 53:01 Conclusion and Next Episode Preview

In this episode of the Hospitality Breakroom, hosts Rachel Alday, Ashley Ching and Meaghan Meyers join to discuss how to standardize and optimize linen programs for vacation rentals. They emphasize the importance of turning linen programs into profit centers and provide a detailed overview of what should be included in the program, including bedding, towels, and kitchen linens. They provide advice on how to create consistency across different properties, ensuring that guests have a uniform experience no matter where they stay. They touch upon the idea of mandating certain items, like pillows, to ensure quality and standardization. Meaghan discusses her experiences with linen programs at Abode Luxury Rentals, highlighting the challenges and solutions they've encountered, such as inconsistent pillow quality. They also discuss the important role that housekeeping plays in maintaining linen standards and the need for regular training and audits. The trio talk about the financial aspects, including how to price and charge for linen programs, how much of the cost should be covered by property managers versus homeowners, and how to ensure the program is profitable. Ashley mentions an upcoming inventory management tool that uses QR codes to help manage linens more efficiently. They explore the pros and cons of outsourcing linen laundering versus maintaining in-house facilities, highlighting cost considerations, operational complexities, and potential profits. They offer insights on how to make the most out of your linen investment, with a brief mention of branded custom labels to improve guest experience. Rachel shares her personal struggles and small wins in managing linen programs, emphasizing the complexities but also the rewarding aspects of standardization. The episode concludes with a teaser for the next episode, which will focus on optimizing vacation rental kitchens. meaghan@inhaven.com ashley@inhaven.com rachel@abodeluxuryrentals.com 00:00 Welcome to the Hospitality Break Room 00:32 Introducing the Linen Program 01:40 What to Include in Your Linen Program 02:16 The Importance of Consistency in Pillows 04:21 Implementing a Successful Pillow Initiative 11:05 Understanding Par Levels for Linens 19:31 Cost and Profitability of Linen Programs 33:15 Marketing Your Linen Program to Homeowners 40:01 The Importance of Guest Experience 40:53 Training Housekeepers for Consistency 41:27 Implementing a Linen Program 43:26 Housekeeping Standards and Inspections 48:16 Challenges in Linen Storage and Inventory 51:43 Insurance and Protecting Your Linens 58:36 In-House vs. Outsourced Laundry Facilities 01:08:11 Closing Thoughts on Linen Programs 01:11:42 Teaser for Next Episode: Kitchen Essentials

In this episode of the Hospitality Breakroom, hosts Rachel, Ashley Ching, and Meaghan Myers discuss the importance of standardizing bathrooms in vacation rentals as part of their new season theme: Certainty Served Weekly with Inhaven. They explore the challenges faced by property management companies like Abode in maintaining consistency in bathroom products such as towels, amenities, and toilet paper. The trio highlights the significance of choosing high-quality, sustainable products and shares personal anecdotes about transitioning to refillable versus single-use amenities. They also delve into the practical aspects of managing towel inventory, explaining how poundage and twist types impact drying times and overall guest experience. The episode covers the benefits of using makeup towels, branded amenities, and hooks versus hookless shower curtains. The discussion touches on operational efficiencies, laundry management, and the vital role of high-quality toilet paper. To wrap up, they tease the next episode on linen programs, offering insights into initial buy-ins, guest experience enhancement, and the potential for profit in housekeeping. Listeners are encouraged to reach out for more information and to anticipate upcoming events where the hosts will share further expertise. meaghan@inhaven.com ashley@inhaven.com 00:00 Welcome to the Hospitality Breakroom 00:45 Challenges in Bathroom Standardization 02:13 The Inhaven Proposition for Standardization 02:50 Insights from Property Management 08:18 Debate: Refillable vs. Single-Use Amenities 19:34 Understanding Towel Standards 22:50 Par Levels and Inventory Management 42:57 Housekeeping and Linen Management 44:25 Towel Recommendations and Types 47:10 Housekeeping Fees and Cost Management 50:23 Makeup Towels and Black Washcloths 54:06 Branding Your Bath Experience 01:00:25 High-End Guest Amenities 01:04:40 Toilet Paper Preferences and Issues 01:11:46 Shower Curtains and Toilet Brushes 01:15:33 Teaser for Next Episode: Linen Programs

In this episode of 'The Hospitality Break Room', Rachel from Abode Luxury Rentals welcomes Ashley Ching and Meaghan Myers from Inhaven to kick off a new season themed 'Certainty Served Weekly Within Inhaven'. They discuss the importance of standardization in vacation rental properties, beginning with the bedroom. They aim to elevate the vacation rental industry by matching the operational standards seen in hotels. The conversation covers many important aspects of bedding, including materials like microfiber versus cotton, commercial-grade goods, and introducing pillow protectors and encasements. They explore the challenges faced by property managers in upgrading and standardizing their inventory, emphasizing the significant improvements in guest experience and operational efficiency. Ashley delves into her rich background in sourcing and hospitality, enlightening listeners on the durability and quality of commercial-grade products. They also highlight the innovative approaches of Inhaven, which includes custom landing pages to assist with homeowner approval and easy tracking of purchases. Throughout the discussion, they offer valuable tips such as using different weaves of white sheets to easily identify sizes and standardizing pillow sizes for operational ease. Lastly, the episode underscores the shift in the vacation rental industry towards more professional, consistent offerings that enhance the guest experience. Future episodes will continue to unpack these themes, with the next focusing on defining standards for the bathroom. meaghan@inhaven.com ashley@inhaven.com 00:00 Introduction to the New Season 01:54 Meet Ashley Ching: Founder of Inhaven 06:04 The Journey of Meaghan Myers 10:56 Defining Standards for Vacation Rentals 16:53 The Importance of Quality Linens 37:49 Commercial Grade Products for Vacation Rentals 44:25 Debunking the Triple Sheeting Myth 48:49 The Debate on Colored Sheets 55:20 Hot Tips and MythBusters 57:00 Innovative Linen Management Strategies 01:01:14 The Importance of Mattress Encasements 01:04:00 How Often Should You Wash Your Pillows? 01:06:54 Working with Inhaven: A Game Changer 01:12:49 Conclusion and Next Episode Preview

In this episode of the Hospitality Breakroom, host Rachel welcomes special guests Ashley Ching, founder and CEO of Inhaven, and Julie from the Abode team to discuss the innovative partnership between Abode and Inhaven. Julie, who has been with Abode for three and a half years, shares her journey from starting at Black Bear Lodge to becoming the impact manager focused on green initiatives. Her efforts have led to Abode winning the Zest for Zero award in Park City. Julie then transitioned to creating the Property Enhancement Program, which ensures that properties are updated and maintained effectively. The synergy between Julie and Inhaven has revolutionized this program, making it more efficient and successful. Ashley explains how Inhaven helps standardize bed, bath, and kitchen items across properties, providing transparency and saving time. She highlights her background in global merchandising operations, emphasizing the importance of hospitality-grade products for vacation rentals. The discussion extends to the challenges of mismatched items in properties and how Inhaven's curated selections address these issues. Ashley shares insights about the history of the hotel industry and how similar trends are emerging in the vacation rental industry. The episode also delves into the importance of inventory management for linens, where Inhaven's QR code system plays a crucial role. The collaboration has led to significant improvements in Abode's operations, setting a new standard for the industry. The episode concludes with a heartfelt appreciation for the partnership and a look forward to future innovations. https://inhaven.com/ ashley@inhaven.com

In this episode of the Hospitality Breakroom, Rachel introduces Ryan Midiri from Ski Butlers, a company specializing in ski gear delivery and rental services. The discussion covers the benefits of working with Ski Butlers for those in the vacation rental and property management industries, highlighting the convenience and high level of service Ski Butlers provides. Ski Butlers, recently acquired by Altera, offers access to exclusive benefits and perks for guests, particularly in Deer Valley, where they can help secure lift tickets even on sold-out days. Ryan discusses Ski Butlers' expansion into new markets and their innovative new product, Quiver, which offers a subscription-based model for ski rentals. The conversation touches upon Ski Butlers' comprehensive training program, ensuring consistent and high-quality service across all their markets. Rachel emphasizes the importance of the guest's first few hours upon arrival and how Ski Butlers plays a crucial role in ensuring a positive start. The episode also explores how Ski Butlers has adapted their delivery model to fit the unique needs of different markets, including shorter stays on the East Coast. The episode concludes with a note on the importance of selecting reputable vendors for a seamless guest experience and how Ski Butlers' partnership with Altera has opened up new opportunities for enhancing guest satisfaction.

In this episode of the Hospitality Breakroom, Rachel sits down with Laura, who has been with Abode Luxury Rentals for nearly a decade, working in homeowner relations. The discussion kicks off by focusing on the importance of being a good listener, a skill Laura excels at. Rachel highlights how Laura's ability to listen has improved communication within the team and with vendors, leading to better problem-solving and smoother operations. They discuss the dual challenges of managing high-net-worth homeowners and coordinating with technical vendors like electricians and plumbers. Laura's background in various roles within the company, from admin to vendor relations, is highlighted as a key strength, providing her with a holistic view of the business. The conversation also touches on Laura's method of dealing with housekeeping teams, emphasizing the necessity of code switching to better relate to different stakeholders. Issues like ensuring good communication with homeowners regarding significant expenses are discussed, stressing the importance of phone calls over emails in certain situations. The sisters talk about the importance of personal relationships with both homeowners and vendors for long-term business success. Laura's battle with colon cancer is briefly mentioned, along with her TikTok profile where she shares her journey. The episode wraps up discussing the importance of having dedicated team members with diverse skill sets and the ability to navigate complex interactions in the vacation rental industry. The ultimate takeaway is that good listening, effective communication, and personal relationships are all integral parts of hospitality, not just for guests but also for homeowners and team members. rachel@abodeluxuryrentals.com laura@abodeluxuryrentals.com

In this episode of the Hospitality Breakroom, Rachel and Jesse from the guest services and concierge team discuss the complexities behind offering excellent concierge services. They delve into the unseen efforts required to ensure a seamless guest experience. Jesse recounts her work history and the challenges faced, including guests' frequent requests for early check-ins and late check-outs, which necessitate meticulous coordination among the entire team. They highlight the importance of having local knowledge to provide guests with authentic recommendations, whether it's the best coffee shop or an optimal ski run. The conversation touches on the crucial role of property information documents and tools like Breezeway for managing these details efficiently. Jesse shares personal anecdotes about helping guests feel reassured and informed about their surroundings. They stress the importance of customer service experience for anyone working in guest services, noting that retail or restaurant background helps in managing guest expectations. The discussion underscores the value of genuine care and empathy in guest services roles, explaining how these traits, combined with local expertise and strong organizational tools, are the backbone of a successful vacation rental company. The episode offers homeowners insights into what to look for in a property management company, emphasizing the financial and experiential benefits of excellent guest services. Rachel and Jesse talk about the emotional toll of wanting to make every guest happy despite logistical constraints. They wrap up by outlining how a well-rounded team and standardized yet flexible documentation can create a world-class guest services department. rachel@abodeluxuryrentals.com Jesse@abodeluxuryrentals.com

In this episode of the Hospitality Breakroom podcast, Rachel welcomes Blake from their operations team, discussing the potential rename of the department to 'frontline.' The conversation covers the nuances of property management, highlighting three key inspections: departure, SUS (Setup for Success), and pre-arrival, emphasizing the importance of thorough checks to ensure smooth transitions between guests and homeowners. Blake elaborates on using Breezeway, a task management tool integral to their operations, to track issues, manage tasks, and ensure efficient workflow. They stress the importance of balancing proactive measures with reactive responses to guest requests, detailing steps to troubleshoot and resolve issues promptly. The discussion extends to handling 'same-day turns,' where multiple inspections are condensed into a single hour to prepare the property. Moreover, they emphasize in-person check-ins, especially for complex properties, to ensure guests are comfortable and well-informed. The episode also delves into the importance of closing the loop on tasks, ensuring all issues are resolved and documented, providing peace of mind to homeowners. A significant part of the discussion highlights the qualities needed in team members, such as good time management and prioritization skills, often seen in those who meticulously plan personal trips. The episode is rich with insights and practical advice for vacation rental management, offering valuable takeaways for homeowners and industry professionals alike. rachel@abodeluxuryrentals.com blake@abodeluxuryrentals.com

In this episode of the Hospitality Breakroom, Rachel and Rob, co-founders of Abode Luxury Rentals, discuss the intricacies of homeowner relationships in the vacation rental industry. Celebrating 17 years of their company and 15 years of marriage, they share insights from their extensive experience. They emphasize the importance of a strong partnership between homeowners and property management companies to ensure successful and fruitful rental experiences. The conversation covers both positive and challenging examples of homeowner relationships, focusing on how communication and trust play crucial roles. The hosts introduce their Property Enhancement Program, spearheaded by Julie in collaboration with Inhaven, to maintain and upgrade property standards. They discuss the significance of regular inspections, proactive maintenance, and the value of transparent communication with homeowners. The episode also addresses pricing strategies, highlighting the complexities of dynamic pricing and market demand. Rachel and Rob acknowledge the challenges homeowners face in understanding and trusting the professional expertise of property managers, especially when setting nightly rates. They stress that a collaborative approach leads to better financial outcomes and improved property conditions. The hosts also share their experiences of how long-term trust and appreciation from both sides can lead to flourishing relationships. They conclude by advising homeowners to remain open to feedback and proactive measures from their property managers, ensuring the upkeep and success of their investment properties. rachel@abodeluxuryrentals.com rob@abodeluxuryrentals.com

In this episode of the Hospitality Breakroom, Rachel sits down with Michael, the guest services manager, who oversees a team of six, including members in the Philippines working overnight shifts. The main topic is guest services and how property managers can deliver superior guest experiences. Michael explains the process after booking, involving emails directing guests to concierge services, text messages for arrival/departure times, and property guides. They discuss the importance of providing high-quality, hotel-like services, such as having groceries delivered and put away and partnering with Ski Butlers for ski rental deliveries and fittings. Michael shares a story about rescuing guests stranded due to poor rental car choices and how they transitioned to private transportation. They discuss handling various guest requests, like configuring properties to meet guest needs and ensuring open communication with homeowners about guest issues. Rachel and Michael stress that anticipating and addressing potential issues beforehand enhances guest experiences and reduces the risk of negative reviews. The conversation also touches on the importance of decluttering homes for guest stays, especially when personal items could be damaged. The episode concludes with a light-hearted discussion about podcast equipment and the surprising reach of their podcast within the vacation rental industry. rachel@abodeluxuryrentals.com michael@abodeluxuryrentals.com

In this episode of the Hospitality Breakroom, Rachel and Brad from Abode Luxury Rentals discuss key aspects of revenue management in the vacation rental industry. Rachel begins by sharing the goals and audience of their podcast's second season, which aims to provide valuable insights for homeowners and those in the vacation rental industry. Rachel introduces herself and gives a brief overview of Abode Luxury Rentals, highlighting the company's 17-year history and extensive team. Brad shares his journey with the company, detailing his progression from operations to revenue management. The duo emphasizes the importance of flexible pricing, explaining how it can maximize revenue while adapting to guests' evolving travel patterns. They stress key homeowner misconceptions, such as the differences between real estate and rental market values and the importance of high-quality reviews. Additionally, Brad elaborates on manual dynamic pricing versus automated tools, sharing Abode’s strategies for maintaining high rates and occupancy. Rachel and Brad also touch on the significance of cancellation policies and their role in securing profitable bookings despite seasonal fluctuations. Throughout, they highlight the symbiotic relationship between property managers and homeowners, urging open communication and trust. The episode concludes with a call for continued curiosity and learning within the industry, and an invitation for listeners to reach out with questions about revenue management. Overall, this episode provides a comprehensive guide for homeowners and industry professionals looking to maximize vacation rental revenue. rachel@abodeluxuryrentals.com brad@abodeluxuryrentals.com

In this episode of Hospitality Breakroom, Rachel is joined by Myles, a long-standing team member at Abode, to discuss homeowner relations and the onboarding process. Myles has been with Abode for over four years and has transitioned from operations to homeowner relations and now homeowner acquisition. The episode focuses on talking to homeowners, reflecting Myles' expertise. Myles discusses the importance of initial conversations with new homeowners and the onboarding process. He shares an example of his first property signing and the steps taken to meet Abode's luxury standards. They explore the significance of location, property maintenance, and guest comfort. They also touch on preventing unnecessary costs through proactive measures. The discussion highlights the importance of setting guest expectations and providing adequate bedding, like avoiding full beds. Transparency and setting expectations with homeowners are emphasized. The episode delves into the onboarding process, including the creation of Property Information Documents (PIDs) and the use of Breezeway software. They stress the importance of gathering accurate property details and updating inventory. The conversation touches on using JotForms for efficiency and engaging homeowners in the process. The episode emphasizes the role of property enhancement teams in maintaining high standards. They discuss the value of homeowner trust and how transparent communication fosters positive relationships. Ensuring both guest and homeowner satisfaction is key. The host underscores the significance of confidence and expertise in property management. The discussion concludes with reflections on continual improvement, welcoming feedback from industry peers. https://linktr.ee/hospitalitybreakroom

Rachel and Tilly discuss the podcast's format changes for its second season, focusing more on conversations relevant to vacation rental homeowners. Tilly, who has been with Abode for almost 10 years, shares her experiences and background in sales and the vacation rental industry. The discussion includes stories about custom-made hats from Kimo Sabe and interactions with celebrity Bill Murray. They delve into specific practices at Abode, such as how the sales team determines the suitability of guests to ensure a positive experience for both guests and homeowners. Tilly explains the methods used to screen potential guests, the importance of pre-visit communication, and the tactics the sales team employs to ensure guest compatibility with properties. The conversation shifts to instances where homeowners cancel reservations last minute, impacting guests who have been excitedly planning their vacations. Rachel emphasizes the dual responsibilities of serving both the homeowners' and guests' interests, and how cancellations can be emotionally taxing for all involved. The hosts also discuss the challenges of negotiating reservation prices and the internal processes to ensure the best rates for homeowners without compromising on quality. Tilly highlights the importance of understanding the homeowners' preferences and how dynamic pricing is handled by Brad, their revenue management expert. The episode underscores the value of transparent communication between the reservation sales team and homeowners, ensuring that everyone’s needs are met efficiently. Other facets include the importance of understanding the value homeowners place on their properties, likening it to personal high-value items owned by the team members. The podcast also touches on handling unexpected homeowner changes and the impact on potential bookings. Rachel and Tilly mention the importance of being proactive in communicating with homeowners about upcoming potential high-value bookings. They conclude with insights on the necessity for property management teams to have intimate knowledge of the properties and cultivate strong relationships with both guests and homeowners. The episode wraps up with anticipation for their team’s holiday celebration, connecting the personal aspects of their work culture with their professional responsibilities. https://linktr.ee/hospitalitybreakroom