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How an Arizona Vacation Rental Company Implemented 24/7 Guest Support

Valcove Hospitality is a hospitality agency specializing in operational support for short-term rental management companies. Let our short-term rental experts take over all of your guest communication & Operational tasks for 70% less than hiring internally.

Note* Some companies prefer not to be named, so we’ve purposefully removed their company name from this article. They consider us their competitive advantage.

Who was the client?

A short-term rental management company overseeing 65 properties faced a myriad of challenges in their operational framework.

What they needed help with

  • 24/7 Support: The client sought continuous support for their guests, recognizing the importance of always being available.

  • Staffing Struggles: With the intricacies of hiring and training proving to be hurdles, building an efficient guest communication team became a significant challenge.

  • Slow Response Time: Guest queries often lingered for over an hour, impacting the overall guest experience.

  • Increase Conversion Rates: The client aimed to convert more inquiries into bookings by addressing guest concerns more accurately.

  • Accurately Solve Guest Issues: Precise resolution of guest problems was a priority for enhancing overall satisfaction.

Valcove Hospitality’s role

  • Providing 24/7 Support:

    • Valcove Hospitality stepped in to bridge the gap, offering a highly trained team dedicated to providing round-the-clock support for guests.

  • Operational Improvements:

    • Recognizing the need for efficiency, we worked on enhancing standard operating procedures, streamlining processes to ensure a seamless workflow.

  • Communication Enhancement:

    • Communication within the company was revamped, facilitating better coordination for tasks like handling maintenance requests and gathering guest suggestions.

Results

  • Continuous Support:

    • With Valcove Hospitality's intervention, the client now boasts 24/7 support, ensuring that guests are attended to promptly and professionally.

  • Cost Efficiency:

    • The client experienced a remarkable 84% reduction in costs, a testament to the financial benefits of outsourcing guest communication and operational tasks.

  • Swift Response Times:

    • Slow response times became a thing of the past, with our team achieving an impressive response time of under 10 minutes, significantly enhancing guest satisfaction.

  • Increased Conversion Rates:

    • By optimizing communication and addressing guest issues with precision, the client witnessed a notable increase in conversion rates, turning inquiries into bookings more efficiently.

  • Staffing Solutions:

    • Valcove Hospitality alleviated the need for the client to worry about hiring and staffing a full guest communication team. Our model guarantees coverage for one flat rate, providing peace of mind and cost predictability.

 

Need assistance with your business?

Whether it be guest support, or all aspects of your operations, reach out to us to discover if we’re the right fit to help you out.

Valcove Hospitality is a hospitality agency specializing in operational support for short-term rental management companies. Let our short-term rental experts take over all of your guest communication & Operational tasks for 70% less than hiring internally.

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