How to Manage Host Relationships

One of the most challenging aspects of growing a short-term rental property management business is managing host relationships. How do you decide which property owners to work with? How do you build trust with hosts early on? What is the best way to onboard new clients so that they understand your process?Zac Rushton is the co-owner and Host Relations Specialist at Great Dwellings, a DC-based property management company that helps homeowners maximize their Airbnb and short-term vacation rentals. In his role, Zac has grown the Great Dwellings portfolio from 20 to 80 listings in less than 12 months! Today, he joins me to discuss how he keeps property owners happy, sharing the Great Dwellings onboarding process and addressing how the team builds trust with new clients.Zac explains the Great Dwellings client selection process, describing how he attracts leads through SEO optimization and what standards a property (and its owner) must meet to be a part of the portfolio. Listen in for Zac’s insight on the functionality of the Wishbox guest experience platform—and learn how to best manage host relationships as you scale a STR business on Airbnb!Topics CoveredThe Great Dwellings onboarding processSet expectations + provide as much info as possibleUnderstand payout schedule and owner statementHow Great Dwellings clients have changed over the yearsLittle experience with short-term rentals in 2015Now familiar with Airbnb and want to outsourceThe challenge around customizing processes as you scaleDifficult to break workflow for one or two clientsExceptions rare but possible depending on clientThe Great Dwellings client selection processQuality of property, potential nightly ratePersonality of property owner (15-minute call)How Great Dwellings attracts new clientsOptimize SEO (Airbnb property management DC)Rank near top on Google, generate hot leadsHow Great Dwellings handles properties that are not ready for STRPresentation after walk-through to show standardOffer design/staging services for those who need itHow Wishbox prevents subpar reviews on AirbnbFeedback part of checkout checklist (cleanliness, staff + overall)5-star reviews link to Airbnb page, < 5-star reviews do notThe other Wishbox functionalities that Zac likesCheck-in checklist w/ anticipated arrival timeUpsells (e.g.: airport transportation, laundry service)What’s on the horizon for Great DwellingsMaster lease for 12 units in Playa del CarmenExpand to Dominican Republic, Lynchburg, VAConnect with ZacGreat DwellingsZac on LinkedInResourcesWishboxMaximizing Profit on GPFYP EP280Kelvin Mah on GPFYP EP276RankbreezeBelong HereTo subscribe to the podcast, please use the links belowClick Here to Subscribe via iTunesClick here to Subscribe via Stitcher (Android users)If you like the show, please consider leaving the show a review in iTunesor Stitcher. A couple minutes of your time can help the show immensely! Thanks! Hosted on Acast. See acast.com/privacy for more information.