The Role of a Property Manager in Enhancing Rental Guest Experience

Managing a short-term or vacation rental property requires you to play multiple roles. One of your most important tasks is to ensure that guests’ experience at a resort or home is first-class.

Short-term rental property managers take on the responsibilities that busy property owners don’t have time to do. As such, they’re extremely valuable parts of the organization they work for.

What functions do short-term rental managers perform on a daily basis? This post takes a closer look at some of the most significant tasks you can complete to improve the guest experience, along with some of the more business-oriented roles managers must fill to ensure their comfort.

Guest Management Responsibilities

Here are some of the primary tasks short-term rental managers perform in the area of guest experience and comfort.

Booking Management

Communication is a key element in successful short-term rental management. It involves managing requests, confirming bookings, and refining the check-in and check-out procedures. Ideally, the booking process is a streamlined operation that avoids double bookings and miscommunication.

An effective short-term rental manager should also have a way with money. This covers many aspects of the booking process, such as: 

• Setting competitive rates
• Processing payments in a timely manner
• Laying out additional fees
• Graciously handling cancellations and refunds

Other tasks in booking management include effectively coordinating with third-party booking platforms (Airbnb, Vrbo, etc.) and communicating with guests before their arrival about directions, instructions, and access codes. You must also keep online property listings and images updated to set accurate customer expectations.

Housekeeping and Maintenance

Cleaning is a core responsibility that’s especially important in the hospitality industry. As a short-term rental manager, you’re responsible for coordinating and scheduling cleaning services between tenant occupations of the rental unit. 

You do have choices here. For instance, you could decide to use an in-house cleaning staff or contract the duty to an outside party. No matter how you go about it, though, it’s your duty as a manager to ensure that proper housekeeping is covered.

Some of the more specific tasks related to cleaning include: 

• Arranging laundry for linens and towels
• Vacuuming
• Polishing furniture
• Deep-cleaning after an extended-stay tenant finally departs

The manager should conduct a post-cleaning inspection to make sure all tasks have been completed. You may also be responsible for ensuring all cleaning procedures meet local health and safety standards.

Maintenance is another important area of concentration. Managers need to keep up with routine tasks like: 

• Servicing HVAC units
• Making emergency repairs
• Hiring and communicating with staff and vendors
• Conducting preventive measures

Additionally, it’s important that you keep records of all that you’ve cleaned, repaired, and replaced.

Guest Verification

Although guest verification does not directly impact the guest experience, it’s essential for continued upkeep and security of current and future visitors. A responsible short-term rental manager reviews all identification documents, such as passports, licences, and national IDs.

It’s understandable if a short-term rental manager is ill-equipped or timid about completing guest verification. Fortunately, vendors like CoverCat perform all the necessary tasks for verifying guests and can execute them efficiently.

Before they arrive, let guests know the house rules and have them sign a document stating that they understand what’s expected of them.

Handling Complaints

No matter how beautiful or relaxing a vacation rental property may be, some guests will make complaints about the accommodations, amenities, and customer service. This is another aspect in which effective communication and listening skills are crucial. You should also do your best to be patient and prompt in your communications.

The goal in handling complaints is to establish trust between you and your guests. Listen to the tenant’s complaints with genuine concern and empathy. Then, consider the issue carefully and seek a workable solution. Often, repairs or upgrades can do the trick. In some cases, a manager might offer a partial refund for guests’ inconvenience.

Timing is key to resolving guest complaints. Address and fix the issue as soon as you can, and follow up with the tenant to verify that they’re satisfied. Doing so quickly will enhance your vacation rental property’s reputation. With the advent of customer review sites, getting positive notices can come down to how quick your service is.

Emergency Response

Nothing tests the mettle of property managers like an emergency. Everything from plumbing leaks, burst pipes, and electrical failures to fires, gas leaks, accidents, and medical emergencies can happen at any time. Successful managers need to hone their problem-solving and execution skills so they’re ready for whatever comes their way.

The best way to handle emergencies is by having plans and routines in place before they occur. Craft response plans for medical events, natural disasters, floods, and any disaster you may encounter. Make sure your staff is trained in basic first aid and crisis management. Have them take part in regular safety drills to establish solid procedures.

Other preventive measures include drawing up an emergency contact list that includes local contractors, law enforcement, repair services, staffers, and their families. Communicate with your guests about evacuation routes, safety equipment, and other processes related to emergency response. 

After the emergency is handled, make a detailed written account of the incident, including response actions and follow-ups if applicable. Commit to evaluating and improving your emergency action plan to refine and enhance response time.

CoverCat: Focusing on Short-Term Rental Management

CoverCat is a new company that concentrates solely on short-term and vacation rental property managers. We provide insurance to cover guest-caused damage and coverage for property manager and homeowner liability for guest bodily injury. CoverCat also offers guest verification services that help managers know who is staying in their rentals.

CoverCat is committed to providing dedicated and dependable service to every short-term rental property client on our roster. We’re enthusiastic about the properties we handle and are committed to giving you quality support. To find out more about who we are and what we do, get in touch with CoverCat.