What does it take to manage 420 apartments and create a million memorable moments? 

On this episode, host Dan Ryan sits down with Sebastián Torres-Calderón, the CEO of Stay U-nique, an award-winning short-term rental company in Spain. Sebastián shares his journey from customer journey intern to CEO and reveals how implementing the Entrepreneurial Operating System (EOS) helped his company not only survive the chaos of COVID but quadruple in size. The conversation dives deep into how Stay U-nique uses data and technology to create a frictionless guest experience, the challenges of a rapidly evolving industry, and the political headwinds facing the short-term rental market. Sebastián offers a unique perspective on the debate between prohibition and regulation and provides a powerful case for why collaboration between the private and public sectors is the key to solving housing inventory issues.

Takeaways: 

• Track key metrics (KPIs) across all departments, not just leadership, to identify and address recurring issues. Use data to drive improvements in guest experience, operations, and communication.
• Use frameworks such as the Entrepreneurial Operating System (EOS) to set clear goals, break them into manageable projects (“rocks”), and review progress regularly. Involve the entire team in the process for maximum impact.
• Don’t be afraid to make mistakes, learn, and adapt. Regularly test new approaches, measure their impact, and iterate quickly. 
• Use technology to streamline operations (e.g., remote locks, cleaning apps) and enhance the guest experience, but ensure it remains personal and responsive.
• Success takes time and consistent effort. Focus on long-term growth rather than immediate results.
• Empower every team member with ownership of projects and clear goals to drive company-wide improvement.

Quote of the Show:

“To take that time and make it something that they will remember forever, and get to do that every day, that's amazing.” - Sebastián Torres-Calderón

Links:

• LinkedIn: https://www.linkedin.com/in/sebasti%C3%A1n-torres-calderon-serkovic-310044121/ 
• Website: https://www.stay-u-nique.com/en/ 

Shout Outs:

• 0:53 - World Travel Awards https://www.worldtravelawards.com/ 
• 10:46 - EOS https://www.eosworldwide.com/ 
• 12:02 - Airbnb https://www.airbnb.com/ 
• 13:43 - Traction https://amzn.to/4fEGOTZ 
• 13:43 - Gino Wickman https://www.ginowickman.com/ 
• 14:53 - Mitcham Rentals https://www.mitchamgrouprentals.com/ 
• 16:23 - Enrique Alcántara https://www.linkedin.com/in/enrique-alc%C3%A1ntara-b9623b/ 
• 24:28 - What the Heck is EOS? https://amzn.to/4fGGXGC 
• 40:49 - Sonder https://www.sonder.com/ 
• 40:56 - Marriott https://www.marriott.com/default.mi 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

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