STR - PM Walkthrough Between Guests

[Mary Beth Blackwell]

Hey BP,

As a part of managing STRs, I like to walkthrough properties at least 2x a month to keep tabs on property condition, guest experience and take care of any maintenance issues that pop-up. 

Today I recorded a walkthrough between guests at "Columbus House " here in Ybor, Tampa.  

I touched on a few areas I typically check on during guest turns in the video. 

Enjoy!  

[John Underwood]

Your doing it right!

A PM definitely should be checking on the properties they manage.

[Mary Beth Blackwell]

@John Underwood Thank you! I put this in the PM agreement with clients. Vist 2x a month min. 

I think it's a good way to stay on top of the property's current condition, ensure the systems and teams are operating well, and catch any maintenance issues that may need to be fixed or addressed. Sort of like being the property expert. I like this in the event issues come up during a guest stay. As a PM, you can troubleshoot and resolve quickly, or... in some instances.. call BS on a guest, because you know the place better than anyone else. 

I know some PMs like bringing on VAs to manage guest communications. I think it's great way to automate a PM business. I often wonder how this translates to the guest experience when someone who's never stepped on site is the person on the other line problem solving an issue with the guest. This seems tough to do effectively. But, I could be missing something..

I lend toward the set-up.. whoever from our team is going on site is also the main POC for guests at that property. I believe having first hand knowledge is best for guest happiness... which drives more five star reviews.. leading to better rankings and guest conversion on OTAs.. and ultimately grows your business. Different styles, I suppose. 

[Dave Stokley]

Nice!

I’ve listened to this three times and still can’t understand something you said at the beginning. Did you say “we property manage as their attorney”?

How about some rugs in those bedrooms?!?

[Mary Beth Blackwell]

@Dave Stokley

Thanks for checking out the video and the feedback!

Yeah, I was saying, "as we're turning the property"  I can see what you're saying and it does sound like "attorney". I guess learning how to text overlay on YouTube...like you see all over social... would be ideal to clear it up a bit. Working on those skills. :)

I honestly never thought about rugs in the bedrooms. I came in to PM after the property launched. My eye didn't notice since it was a completed room, perhaps? Ironically, our PM services offer Design + Furnish for clients who are in the pre-launch stage, and we usually add rugs to pull a space together -- living room, dining, bedroom. Thanks for this pointing it out. I can see where it would add visual appeal. The question I ask next is.. since there are no rugs, would there be a positive ROI to add them in? Right now, Columbus House is avg'ing a 82% OR across the last 3mths. When we took over property management. I don't see a rug addition resulting in an increased nightly rate so I don't know there would be an increase in to monthly RevPar. We haven't heard from guests suggesting it would be a bonus to have rugs or, any complaints the floor is cold, uncomfortable, etc. I like the idea from a design standpoint, but probably wouldn't do just yet until we see it as a business value add. Let me know if you see it differently.

[Dave Stokley]

I understand your perspective as an investor, and I appreciate you so perfectly demonstrating exactly why I'm shifting my business away from working with investors. Not everything can or will have a demonstrable and/or quantifiable ROI, especially in the hospitality business. What's the ROI on that extra blanket you dropped off? Will it result in more bookings? What about a hair dryer? Ironing board? Sometimes you just have to do things because you know it'll improve the experience.

Regarding the rug specifically, my reaction was from a visual perspective it looks bare and minimal. Like I’d expect a corporate Airbnb run by an investor to look. From a comfort perspective I’d much rather wake up and put my feet on a warm rug than a cold floor. And that’s something that may not even register consciously for people but could subconsciously add to the comfort factor.

Anyway, hope this didn’t come off too aggressively. Just one guy’s opinion!