Property Management 5 mins read

Property manager responsibilities: How to EXCEED client expectations

By April 11, 2019 May 28th, 2019 No Comments
the responsibilities of a property manager

As a  property manager, your job doesn’t end with handing the keys to your guests; you’re responsible for shaping their experiences. As more and more hosts bring listings onto the market to compete for the guests, so too have guest expectations grown. What used to be a nice-to-haves are now must-haves. The experience that you provide for your guests oftentimes will be your key differentiator.

Modern expectations for property managers of short-term rentals include:

  • Providing essential amenities
  • Creating a city guide
  • Setting up the house rules
  • Including a welcome package
  • Staying in touch with your guests
  • Keeping your guests safe
  • Sending a post-stay thank you message

Less encompassing are the expectations of property managers who run long-term rentals:

  • Maintenance and repairs
  • Lawn care, pool cleaning, and snow removal
  • Lease coordination
  • Coordinating between tenants and HOA or condo board
  • Quarterly inspections — fire and smoke detectors for instance
  • Utilities payments — if outlined in lease that property owner pays these
  • Maintaining proper landlord insurance

We will focus on creating that 5-star experience for your short-term stay clients. And, it may be hard work, but it certainly pays off. We’ve put together a list of the main property manager responsibilities that will help you create delightful experiences for your guests, improve your rental ratings, and increase your bookings. By using some of our recommendations for your rental property, you’ll be a superhost in no time!

Pre-stay property manager responsibilities

Provide Essential Amenities: Ensure that your property is properly stocked with essential amenities like linens, toilet paper, soap, and at least one towel and pillow per guest. This is not a nice-to-have, this is a property manager responsibility required by all major vacation rental booking platforms.

Create a City Guide: Combine your favorite restaurants, sights to see, and things to do in one guidebook. Hostfully is a great tool that helps your recommendations come to life in a fun and interactive way. Try and highlight items you wouldn’t be able to easily find on Trip Advisor or similar websites, the more of a “best kept secret” it is, the better!

Setup the House Rules: You shouldn’t expect your guests to know what is acceptable or unacceptable conduct on your property. Setting up the house rules is one of the most important property manager responsibilities. By being upfront and direct with your property’s restrictions and allowances in your guidebook, you make sure that everyone is on the same page.

Tidy Up: Make sure your toilets, showers, rooms, utensils, etc. are clean. It’s all about creating a strong first impression, and your first impression starts with cleanliness.

During-the-stay property manager responsibilities

Include a Welcome Package: It’s the little touches and small details that can leave the most lasting impressions. A package might include a local treat, a postcard, a handwritten note, and a bottle of wine. You can also send your guests a friendly welcome message to make them feel at home via the Hostfully platform. Welcome packages are cost-effective, add personalization to the experience, and are an affordable way to connect with your guests.

Stay In Touch: Providing customer support is absolutely critical during your guests’ stay. Most superhosts and larger vacation rental property managers make it a priority to be responsive to questions from the guests via technology or phone for last-minute requests.

Keep Your Guests Safe: Alert your guests of local emergency and hospital phone numbers in case the need calls for it. Check that your smoke alarms are in working order, cables are not frayed, and that you have a fire extinguisher on the property.

Post-stay property manager responsibilities

Post-Stay Thank You Message: After your guests’ stay, send them a thank you note for their business and ask them for feedback on their stay. Not only will it help you improve the quality of your rental property and the experience you provide, it will demonstrate that you care you about providing 5 star experiences, which in turn, have a better chance of turning into a 5 star rating.

Build your brand, increase your bookings

By making sure that fulfill your property manager responsibilities, you’re investing in building your brand. Paying attention to all the details, both big and small, will allow you to differentiate your vacation rental properties and deliver a 5-star experience for your guests that will help increase strong word-of-mouth referrals, repeat bookings, and highly-rated reviews.

Providing that high-touch guest experience has never been easier! Using Hostfully, you can provide your guests with personalized city guides, property do’s and don’ts, and real-time customer support — all in one affordable, easy-to-use solution.

Small details can have a big impact on your bookings, revenue, and bottom line. By prioritizing your guest experience, you are making a small investment into the long-term success of your business.