1 Cleaning. (this will make or break your vacation rental management company)
Think about logistics of people and supply in a realistic way as it is very easy to schedule and an impossible amount of cleanings per person and unrealistic delivery schedules for the towels and linen.
Real-time checklist which cleaning ladies have to fill and notify about broken or missing items (look for smartphone-based software solutions).
You have to have a quality control system and check the cleaning quality as without that mechanism the quality will inevitably go down. The cleaning ladies are your front line personnel and you have to have a direct contact and confidence in them.
2 Repairs and reacting to events within the apartments.
Think how you will prioritise the events which will occur as you will have limited resources also who pays for what (Example: If a 10-year-old washing machine breaks should your rental customer pay or the owner ? ). Have a system how to determine the responsible party for each event, which events need immediate attention and which ones can be scheduled. Try avoiding young local crowd who stay for 1 night and most likely will arrange a “social event”. There are different property management software and better use one to stay organised.
3 Manuals and information for your customers
Try to make the experience as easy for your customers as possible and think about:
Internet access, washing machine instructions, tv instructions, heating, check in check out, terms etc. The more information you have the better. More photos and videos the better as people don’t read nowadays. Videos don’t have to be fancy but useful take a peek at Best Apartments YouTube channel
4 Public relations with your neighbours and community.
Try not to upset your neighbours and have a system to detect a noise and disturbances within the properties BEFORE your neighbours. Think of ways how not attract the wrong customers which will save you a lot of hassle later on.
5 Check-in and check-out procedures and key delivery
Key management system to track and deliver keys the following questions need to be answered:
- How you deliver keys? Do you meet at the apartments or at your office? Can you deliver keys at night? Do you have a self-check-in option as key terminal, lockbox or electronic locks? Check in and check out times and policies for late check-outs?