Big Island Travel Blog
It is a Hawaiian tradition to talk, share, and enjoy the company of others. It's called "Talk Story" and we post some of our thoughts here.
By Wm, May
Published: 02/28/21 Topics: AirBnB, Branding, Channel Management, Lodging Newsletter, Vacation Rental Management, Vacation Rentals Comments: 0
A new vacation rental landlord was appalled to find that the management firm put "Housekeeper Tip Envelopes" into homes. She incorrectly concluded that the housekeepers were not paid sufficiently.
Seems she has no idea how to be in the hospitality industry. Certainly housekeepers appreciate tips, but tips are not really there for the money.
- Tips show appreciation.
- Tips show recognition of the hard work.
- Tips show respect for undesirable work.
- Tips are the price you pay to avoid the job.
- Tips show you are a kind person.
Maybe if she scrubbed floors, unclogged toilets, and pushed a vacuum until her hands grew callouses, and did it for years on end, just maybe she would begin to feel what it's like to be disrespected.
During the Covid crisis, it has been reported that customers are tipping restaurant servers, delivery drivers, and other service people, less than ever before. Of course, some consumers have less money available to leave tips, but for everyone else - shame on us.
Millions have lost jobs. Some have taken positions at lower wages. Some have been forced into part-time work. So now is the time to show more respect for people, not less.
Without much forethought our family has been trying to tip higher than usual nowadays. But this ungrateful client gave us a brand new idea. Not only is it time to tip everyone well, maybe it's time to start a movement - it's time to double tip everyone.
Tonight we stopped for fast-food take-out and tipped $20 on a $25 order, plus a big heartfelt THANK YOU to people willing to work in a steamy hot restaurant kitchen so we could have an easy meal.
The wonderful young clerk said, "Oh, that’s too much." To which we had to say, "Oh no, that’s just right." And the best part of tipping double is that you will get more out of it than the recipient. Generosity always benefits the giver.
Do we brag too much in these newsletter? Or maybe we promote too little, because it is our duty to help clients make a good decision when choosing to become vacation rental landlords.
There are signficant differences in how to run a vacation rental, how to hire a thoroughly competent managers, how to deal with guests, what to think about all the advertising websites and their usurious fees. And even bigger issues confront someone cavalierly deciding to become a "Do It Yourself" owner.
Why would anyone want to DIY vacation rental management? There are those who need a hobby. Some feel it would be a joy to "talk" with guests. Some love the idea of sharing a home they are so proud of.
Those reasons are fine, of course, but the hidden factor in lodging managemement is that guests don't care about what owners want. It's not about the owner, it's about the guest.
Any owner can feel some success because, with today's online websites, most anyone, for most any kind of property can secure some bookings. But getting some bookings and getting all bookings at the highest possible rates is just not possible for most owners.
As the old saying goes, "Even a blind squirrel finds an acorn every now and then."
So the question is how much are owners losing by going Do it Yourself?
Without the kind of completely comprehensive marketing, advertising, distribution, cross selling, hospitality grade cleaning, quick maintenance, and reservation experts like ours, most owners are earning half what they should be earning. And working twice as hard.
A HomeAway.com study revealed that owners spend an average of 9.2 hours per week dealing with rental issues. And some of those are in the middle of the night.
Self managing may give owners a sense of control, but unfortunately many such owners are overly selfish and fail at the good hospitality test. Some think they are "cutting out the middle man" (manager's fee), but most are actually cutting their income and increasing their work greatly.
By speaking with hundreds of guests on the phone each week, we hear them scream complaints about dealing with owners directly. They talk about owners who are non-responsive, not clean enough, rude and demanding. Not everyone is cut out to be in the hospitality industry.
If you don’t love people, even when they are difficult, you can't succeed fully in this business.
During Covid we have received calls from DIY owners everyday whose housekeepers failed to show up to clean. These owners lived hundreds or thousands of miles from their rental homes. They thought all they needed was someone to come over immediately to clean their homes,
They begged, "Hey can you help me out just this one time?"
We helped where we could, but our time and allegiance must be to home owners who value the stabilty, reliablity and quality of what we do and realize the value of having a trusted management firm ready to handle every little thing.
Author: Wm, May, Vortex Managers
Blog #: 0811 – 02/28/21
Sponsor: Vortex VIP – We train quality people to help run unique Inns, Resorts and We train quality people to help run unique Inns, Resorts and Vacation Rental Management companies in an industry that has been a webby net of technology combined with good old fashioned property, guest and owner services. – VortexManagers.com