The Hospitality Breakroom with Rachel Alday

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:

[email protected]

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:

[email protected]

[email protected]

[email protected]

In the second episode of the Hospitality Breakroom podcast, Rachel Alday welcomes Linny Kresch Jones from Tandemly, a management consulting firm. Rachel and Linny discuss their five-year collaboration with Abode Luxury Rentals, focusing on the impact of consulting on company growth and culture. They delve into how reading 'Tribal Leadership' inspired Rachel and her husband to seek external expertise to cultivate their business. Key highlights include their transformation through the excavation of company values, the significance of feedback and engagement surveys, and the introduction of the Enneagram personality test within their team. The Enneagram has not only enhanced internal relationships but is being considered as a tool to improve client interactions. The episode stresses the importance of understanding personal and group dynamics for improving workplace performance and maintaining a healthy company culture.

Contact Linny: [email protected]

In the inaugural episode of the Hospitality Breakroom, Rachel is joined by Michael Provenzano, Head of Guest Services, and Tuti Bertoli, Communications Director, at Abode Luxury Rentals. They explore the valuable lessons learned from mistakes in the hospitality industry. Michael shares his experience of over-promising and under-delivering, particularly with guest amenities and early check-ins, highlighting the challenges of meeting luxury clients' expectations. The trio discusses the importance of operational processes to improve check-in experiences for high-end clientele. They emphasize listening, empathy, and authenticity as essential skills in hospitality, using techniques like listening attentively and repeating a guest's issues back to them. Tutti shares insights on effective team communication through regular one-on-one meetings, fostering openness and trust among team members. Michael discusses handling guest complaints personally and the value of providing unique experiences to remedy issues, using his experience with a celebrity as an example. The episode is packed with industry insights and practical strategies to enhance guest experiences and company operations. Rachel concludes with the promise of more helpful tips and stories in future episodes, encouraging listeners to tune in for valuable takeaways.

In this introductory episode of the Hospitality Breakroom podcast, host Rachel Alday outlines the purpose and goals of the show. Designed as a space for anecdotal and tactical insights into the hospitality industry, the podcast will feature interviews with various team members from Abode Luxury Rentals, which Rachel and her husband own. With over 16 years of experience and a team of nearly 60 experts, the show aims to share valuable stories and lessons from the frontline of operations, covering areas such as marketing, guest services, and revenue management. Rachel also shares her personal journey into the vacation rental industry, her family's business expansions into Jackson Hole and Sun Valley, and her motivation behind starting the podcast. She highlights the role of self-development and the company's unique library initiative as inspirations for the podcast, aiming to foster a deeper understanding of hospitality and community among listeners.