The Hospitality Breakroom: Booked Differently

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.

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In the latest episode of the Hospitality Breakroom podcast, Rachel is joined by Blane Bossung to kick off the new season. The first 10 episodes primarily targeted industry professionals, but this season will direct its attention towards vacation rental homeowners. Rachel and Blane discuss the importance of task management software, Breezeway, in customizing and ensuring homeowner satisfaction. The episode explores the significance of initial impressions and how thoughtful setup procedures can enhance guest and homeowner experiences. Blane shares insights on managing detailed homeowner requests and the importance of aligning service processes with their specific needs. They dive into the reasons why affluent individuals rent out their properties and how understanding these motivations helps in providing tailored services. The value of face-to-face meetings with homeowners is highlighted as a strategy to strengthen relationships and understand their goals better. Blane recounts his personal journey from rejecting to rejoining Abode Luxury Rentals, illustrating the growth and learning processes within the company. They emphasize that knowing a homeowner's motivation—whether it's revenue generation, property maintenance, or future retirement plans—guides how services are delivered. Homeowners' expectations for property setup are managed through specific checklist modifications, making sure all details, down to the alignment of hand towels, meet their standards. This attention to detail fosters homeowner trust and overall satisfaction. On the guest experience side, creating a 'wow' factor upon arrival significantly impacts reviews and overall happiness. The conversation also touches on operational efficiencies and the cultural approach to setting up for success. This episode offers valuable insights for both the vacation rental industry professionals and homeowners, providing practical tips on how to enhance the management and rental experience. Tune in to gain a deeper understanding of the dynamics between property managers and homeowners and the strategic efforts that go into maintaining luxury vacation rentals.

Blane Bossung | LinkedIn

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In this episode of the Hospitality Breakroom, the Rachel interviews Brandon, an integral member of ABODE's Sun Valley team. Brandon discusses his 11-month journey with the company and the importance of hiring long-time locals when expanding into new markets. Initially starting with one house due to a homeowner’s request, their Sun Valley operation has grown to managing ten properties. Brandon's experience in property and association management, alongside his background as a special education teacher, has equipped him with unique skills in handling guests and local vendors. The conversation highlights the value of reading nonverbal cues, building authentic relationships, and understanding community dynamics. They emphasize how ABODE’s slow and respectful approach to entering markets like Sun Valley and Jackson Hole has fostered community acceptance. The episode underscores the importance of partnership and contributing positively to the community, such as supporting workforce housing initiatives. Brandon shares insights into how Sun Valley remains a discreet and private haven, contrasting it with other bustling ski towns. The hosts also discuss sponsoring local events and the significance of being the only short-term rental company involved in such sponsorships. A key takeaway is the emphasis on authenticity and the importance of hiring locals who understand the community's culture. The episode concludes with a teaser for the next season, which will focus on insights beneficial to homeowners. The hosts acknowledge the organic and meaningful discussion, setting the stage for future episodes with valuable homeowner-focused content. The episode wraps up with holiday greetings and anticipation for the new season of the Hospitality Breakroom.

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In this episode of the Hospitality Breakroom, Chris Beckett joins the Rachel to discuss his journey in the hospitality industry, starting from his time at Ski Butlers to his current role at Abode. Crispy, as he's affectionately known in the office, shares interesting anecdotes about the company's culture and his experiences dealing with high-net-worth clients. He emphasizes the importance of managing guest expectations, particularly in ski-in/ski-out properties. Chris explains how expressing empathy and understanding the pressures faced by guests can transform difficult conversations into positive experiences. The duo also dives into the significance of company culture in hospitality, discussing how Abode focuses on providing flexibility to employees to enjoy the perks of living in resort towns. They introduce a conceptual framework dividing service into three tiers: service, hospitality, and connection. Through various examples, Chris illustrates how the right balance of these elements creates exceptional guest experiences. The episode wraps up by hinting at future podcast seasons aimed at homeowners and guests, fostering a deeper connection with Abode's community.

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Christopher Beckett | LinkedIn

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In this episode of the Hospitality Breakroom Podcast, Rachel interviews Tilly, the Reservation Sales Manager at Abode, who shares her experiences and insights from nearly ten years in the industry. Tilly reminisces about her humble beginnings in a basement office and her journey through various roles in the organization. She reveals valuable nuggets such as the importance of creating a welcoming environment by turning on lights and music before guests arrive. Tilly emphasizes the need for thorough knowledge of the properties to answer guests' questions confidently. Another nugget is getting potential guests on the phone to increase the likelihood of closing a sale. Tilly also discusses the importance of gathering arrival and departure times to manage operations efficiently. She shares a strategy to uncover the real intentions of guests, such as celebrating events, to avoid unauthorized parties or weddings. Tilly recounts how inspecting properties multiple times ensures they are guest-ready, highlighting the role of tools like Breezeway. Engaging with guests and providing exceptional hospitality is a recurring theme, as Tilly describes how personal check-ins helped build connections. Despite changing practices post-COVID, Tilly and Rachel stress the significance of maintaining high standards. The conversation is rich with anecdotes, offering a blend of humor, practical advice, and personal stories, making it an engaging and informative listen for anyone in the hospitality industry.

Contact Tilly:

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In this episode of the Hospitality Breakroom, Rachel sits down with Tuti, an employee at Abode for three years. The discussion covers Tuti's journey from marketing intern to director, highlighting Abode's flexible, non-prescriptive career pathing approach. Key points include the importance of management layers, the use of attentive text message marketing, time-blocking techniques for productivity, value alignment in decision-making, and empowering employees through creative career development. Tuti shares insights on marketing strategies, operational efficiencies, and the significance of company values in fostering a supportive work environment.

Key Takeaways:

-being adaptable to transition into any position that interests you

-getting a director to support you and keep an eye out on things/make decisions

-creative career pathing

-Making marketing decisions based on how your know friends/family deal with marketing (SMS, emails, brochures)

-Cart Abandonment

-When feeling tired or overwhelmed start labeling them a priority and acknowledge when you want them done

-putting up boundaries

In this episode of the Hospitality Breakroom, Rachel converses with Mark, a veteran at Abode with 12 years of experience in vacation rental sales. They delve into crucial sales strategies, including overcoming obstacles, setting expectations, and genuine communication with clients. Mark emphasizes the importance of being authentic, connecting with clients, and understanding their needs to close sales successfully.

Additionally, the discussion covers the challenges and specific objections faced in the high-end vacation rental market, from hot tub maintenance to construction issues. Mark also shares personal anecdotes and lessons learned from his extensive career in sales, including the vital role empathy plays in customer interactions.

Connect with Mark: [email protected]

Rachel and her husband Rob discuss their collective experiences at the VRMA International conference. They emphasize the value of connections over mere networking, highlighting how personal interactions foster stronger ties and unexpected opportunities in the vacation rental industry. They also detail their method for deciding which team members should attend conferences, which involves a motivational write-up from the team members themselves. A significant part of the conversation revolves around a negative experience with a vendor who failed to meet expectations, using it as a learning point for improving their own customer service. Throughout the episode, Rachel and Rob laud the positive aspects of the conference, including the deep, meaningful connections made, shared insights, and the overall importance of in-person interactions. The two reflect on the numerous positive outcomes from the conference, including new ideas, deeper team connections, and the essential role that social interactions play in the industry's growth and development. They also touch on the personal growth experienced by Rachel as she takes on more leadership roles and begins to see herself as a thought leader in the industry.

Contact Rob:

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The Motel 6 is going for $400 a night. Why is my 2 bedroom only $600 per night? They allow flexible cancellation, built on last minute single night stays, and have no extra fees on top of rate. They also are playing a different game. They possibly could be down to 2 rooms left so they are probably guarding those remaining rooms so they only get booked at a very high Nightly Rate.

It does not work in the opposite direction for example the Super 8 in Jackson Hole is only $90 during Christmas week, but owners are not asking to trim the rates for those weeks.

Stricter cancellation policies attract better guests and save time. If someone can front $5k today for a stay nine months from now and they cannot 100% back out that is most likely going to be a more predictable guest. Free cancellations take time away from agents to actively book new reservations if they are spending their time processing refunds and cancellations. It also provides more stability to property owners.

If a guest cannot filter for an amenity online or if it does not pop well in a photo it is almost impossible to expect a guest to pay more for it. High thread count sheets or high end appliances will not move the needle on bookings the same way adding a hot tub or upgrading to a king bed does.

Our approach is to sell more nights when the rates are at their highest and be more agnostic on the individual rate by day. It is more successful to be greedy about your results for a whole season or year than to get caught in a few peak rates over a holiday period.

In the third episode of the Hospitality Breakroom, Rachel is joined by Myles, Blane, and Laura from the homeowner acquisition and homeowner relations group here at Abode Luxury Rentals. They discuss the importance of learning from past mistakes, recounting personal anecdotes such as mishaps with emails and slippery stairs. They also share insights on handling homeowner relations effectively, including being proactive, maintaining a detailed charge description, building personal relationships with homeowners, and preemptively confirming homeowner arrivals. Alongside personal histories of their journeys into their roles, they highlight the significance of open communication, managing expectations, and exceeding homeowner expectations through thoughtful gestures. Emphasizing excellence in guest experience, they dive into operations strategies and handling feedback to maintain high standards in hospitality management.

Contact The Team:

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