Make Your Inn, B&B or Vacation Rental Property Stand Out

Differentiating your property from the masses can be tough. Susan Sternthal from InnStyle, a longtime VRMA member, has some tips for helping your property stand out from the crowd.

Self-Care in an Industry of Service

Ali Cammelletti, president and consultant at Cammelletti Consulting, always worked hard to satisfy and exceed her guests' expecatations - sometimes at the detriment to her own wellbeing. In this article, Ali uses The Four Agreements to outline how service professionals can practice self-care, while also giving top-notch service to guests and customers.

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.