A Day in the Life of a Vacation Rental Manager: The Craziest Emergency Call Ever

You never know what will happen next in this crazy, crazy vacation rental business. No two days, no two properties, owners or guests are ever the same. From lost keys to leaking toilets, mysteriously blinking lights to broken air conditioners in the middle of the night, there is never a dull moment. Here's a look at the craziest emergency call one manager ever experienced.

Delivering World Class Customer Service

While the foundations of customer service haven't changed, there is innovative new thinking about designing interactions that will make a positive difference for the customer service you deliver. 

Helping Staff Empathize With Guests Is Key To Authentic Hospitality

True hospitality superstars know that while delivering hospitality requires good communications skills, it takes more than just that. These five training tips will help frontline agents better connect with guests. 

5 Questions to Ask When Booking a Vacation Rental

The busy summer vacation rental season is almost here! Here are five questions travelers should ask when booking a vacation rental.

A Day in the Life of a Vacation Rental Manager: All in a Day's Work

Vacation rental managers often have to think on their feet-- and have a sense of humor. Here's how one manager turned an upset customer into a repeat guest.

A Day in the Life of a VRM: The 3 Types of Guests

If you are in the vacation rental business, customer service should be a priority. Understanding the three types of guests will help you determine the best course of action when a guest has a complaint. 

Providing Excellent Customer Service

When I think about the topic, Providing Excellent Customer Service, the first thing that comes to mind is my favorite quote, Everyone's Perception is Their Own Reality. So really, excellent customer service will look different to every customer we encounter.

What Is a Customer Service Revolution?

Gain a competitive advantage by creating a customer service revolution within your vacation rental management company.

Bringing Out The Best In Guests, Brings Out The Best In Frontline Colleagues

A key principle for finding personal fulfillment in the never-ending journey to hospitality service excellence is realizing that when we bring out the best in others, we simultaneously bring out the best in ourselves every day, every shift, and with just about every guest we encounter.

Hurricane Arthur: An Unforeseen Event

Question: Why should a vacationing guest consider purchasing travel insurance?
Answer: Hurricane Arthur!