Why Your Vacation Rental Business Should Commit to a 24/7 Business Model
The Truth
It’s easy to get caught up in multiple to-dos. Your day job may be a 9-5, but your home life is always 24/7! Unfortunately, so is your vacation rental business. If you think your vacation rental property will rent itself out naturally and your cleaners will always do a great job, you’re mistaken. You might get away with managing when you’re available for a while, but there will be a number of items you’re missing and over time, that will cost you big time in revenue and property condition!
& Nothing But The Truth
One thing that you might not notice is that you are in a business where you must not only meet guests’ needs but also make sure your owners are happy and everything in the property is well taken care of. From the house looking tidy and maintained before your guests arrive, to securing the house when they leave, and all the activity in between — your job is never done. Whether you have 1 or 1,000 your vacation rental is a job that is 24/7. Your clients mean business when they invest in these properties, and so should you. You have to make sure that you are available at all times, or you may not receive that 5-star review, or your guests will want their money back.
Aside from your daily responsibilities, remember that this job entails your cooperation with clients. Understand that sometimes things happen and if they must give you a call on a Sunday morning, you are still technically “on the clock.” Don’t fret! You don’t have to drive yourself to the brink of exhaustion either.
While you might receive calls at unlikely times during the nights or weekends, you do not have to pick up every time. It’s totally understandable that you are obviously sleeping during those hours. You should clearly state your business hours for various tasks (reservations, maintenance, etc.) in as many places as you can and each time you communicate with guests or owners. We recommend at a minimum level of service you can let the call go to voicemail and listen to determine if it is an emergency before deciding to call back. Many will not be emergencies, and if you were clear with your business hours, you won’t get caught up for hours on end for a task that can wait.
You Can’t Avoid Emergencies
Let’s face it; trouble may occur. No job is perfect. Your demeanor and professionalism should always be understanding of that. Be ready and available 24/7, but don’t let it wear you out!
Remember: you are in an industry where customer service is ESSENTIAL to receive 5 star reviews. Vacation Rental University will teach you valuable strategies on how to account for these situations, create processes to reduce the pain, and cement your relationship with clients on both sides of the transaction. Trust us, your sanity will thank you.
To learn more about how to successfully run a vacation rental business, sign up for VRU today!