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.

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