This is how we manage a boutique hotel without having to be present on site, and it can be done from just about anywhere. One of our hotels, Adventure Lodge, is located in South Lake Tahoe in California. I’ll explain how we run this place while spending most of our time in Utah. My partner and I don’t spend much time there because we both reside a few hours away. But we have a team in place.
And here’s how we do that.
These Wi-Fi enabled smart locks are one of the most crucial things for us to be mostly hands off, or at least more hands off. They are connected to the WiFi in our property management system, and each time a guest makes a reservation, it pulls in their information and generates a code for them to get in the unit. Each guest has their own code. We don’t have to bother about changing out these numbers for stay because they are provided to them through SMS and an automatic message to the booking platform they used to make their reservation. To provide a simple, smooth check-in experience, they receive that message several times prior to checking in. There are fewer inquiries, making it simpler for us and our team to manage a typical short-term rental. Although there are 20 units on the property, guests follow the same automated template from their inquiry through their check-in and check-out. A guidebook is also sent to them with information on what to expect during their stay. The automated messaging not only provides them with the necessary information but also introduces them to our brand. That allows us to communicate with them and provide them with all the necessary information without having to send the messages directly.
So as you can see, we have a guest closet that has a smart lock on it so that guests can get inside on their own. So if they need more toilet paper, kleenex, shampoo, conditioner, or anything else, we have plenty on hand. Next, we consider potential emergencies. We have flashlights, extra light bulbs, and heaters so that visitors can be prepared for emergencies in the event of a power outage or other unforeseen circumstances. This saves us from having to hire additional staff members and incurring higher payroll costs. This kind of set up allows guests to sort of take care of what they need and become more self-sufficient. As a result, when working with a location that has a lot of units on the property, you should be proactive and consider adding some redundancy.
We also have our digital guidebooks that are sent out via our automated message flow and include information on how to operate certain appliances, local recommendations, and other useful information. Additionally, we have printed manuals as well that cover everything, including our FAQs, house rules, local recommendation, etc. So, after they enter the unit, the same information is provided again to ensure that they don’t miss it. Before questions are ever posed, we want to provide answers. This cuts down on management and the amount of time you’ll need to spend looking after the property.
The biggest advantage for us right now is that we also have a full-time cleaning staff, property management team, and maintenance team that are all members of our team and take care of onsite issues, day-to-day guest check-ins and guest issues, unit turns, and other things of these kinds. Therefore, the property can be managed effectively even if we are not on-site. Because we have so many units in one area, we can afford to have a management team that size. Additionally, it enables us to recruit and outsource jobs so that we can focus on growing the business rather than running it. It’s much more of a business side than like a side hustle with your typical short term rentals.
We like to have a specific number of units in each market based on the money each unit will generate, so we can actually support that team. Every market is different, but in the in South Lake Tahoe, which has 34 units, enables us to have a team of five cleaners, a property manager, an assistant property manager, and maintenance, as well as support for our back-end staff, including our director of operations and our eConcierge team. And that will depend on the size of your market.
This is our second property in this location, and before we had the first, I handled many guest relations issues. So I hired a property manager so she could handle the concerns and issues and fill most of the duties. But as you grow your company, grow your business, get more units, and add more revenue, you’ll be able to outsource and grow your team so it becomes a more efficient operation. Scale back your involvement so that you are more the CEO running the show. Again, working on the business and not in the business.
