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.

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