A lot of thought, time, and care goes into creating a property management business plan. There’s no magic bullet: what’s right for someone who manages cottages by the sea may not work for a city apartment owner.
But no matter what your business looks like, there’s one important aspect that every property management business needs to consider: how you communicate with your guests.
It may seem like a no-brainer, but the way you approach guest communication can make or break your guests’ experiences (and your reviews!). When done properly, guest communication can:
- Put your guests at ease and encourage relaxation
- Help your guests make the most of every moment of their holiday
- Prevent unnecessary confusion and headaches for both you and your guests
- Cultivate warm and authentic host-guest relationships
- Elevate your vacation rental brand and build brand loyalty
- Save you time, allowing you to focus on other aspects of your property management business plan
So, if you’re ready to make guest communication the shining star of your property management business plan – read on and find out how.
Welcoming guests is just one part of a successful guest communications plan.
Make smooth communication part of your property management business plan
A warm greeting upon arrival is a hallmark of the vacation rental experience—but guest communication shouldn’t start and end there. Every step of the guest journey is an opportunity to show your guests your best side and deepen your relationship.
When to communicate with your guests
If you’re struggling to identify when you need to chime in as a host, it helps to map out the key moments of the guest experience. You can do this by thinking about your own past holiday experiences! Think back, and ask yourself:
- Would my check-in have been smoother if I’d known how to connect to the Wi-Fi?
- Would cooking have been easier if I’d known how to work the kitchen appliances?
- Would my first morning have been more enjoyable if my host had listed the local “can’t-miss” attractions and eateries?
- Would my check-out have been less stressful if I’d been clearer on times and expectations?
This level of steady communication may feel intrusive for some hosts, but it doesn’t have to be. Quick check-ins with your guests can go a long way, especially when paired with a thorough digital resource that guests can refer to for more information.
If you’re looking for inspiration for a digital guest book, this digital guidebook for The Green Lodge Aviemore offers a fantastic example. It shows how you can communicate with your guests warmly and effectively at every touchpoint of their stay.
Put in the effort to communicate well with your guests and it will elevate every moment of the guest experience.
Personalised communication that makes guests happy
As a vacation rental owner or manager, you’re in the business of creating memories, stoking happiness, and inspiring relaxation. A great way to achieve this is to make your guest communication personal. In fact, personalised communication should be a vital part of any property management business plan – after all, property management is a highly personal business!
How to personalise your guest communication
When it comes to guest communication, providing information is only half the job. You also need to make your guests feel tended to and understood.
So, as you craft your guest communication plan, consider how every email, text, or welcome letter will make your guests feel. A good way to do this is to craft your communication templates and then put them away for a week. When you come back to them, read them as if they’ve been written by a stranger and pay attention to how you feel while reading them. Then, ask your yourself:
- Does the person speaking sound knowledgable?
- Do they put me at ease?
- Do they feel accessible and eager to help?
This process will help you better understand your guests’ experience, helping you make improvements where needed.
Remember – the way you communicate winds up having a huge impact on a guests’ perception of their experience. Take a look at the role communication played in these guests’ reviews of their stays. And, if you want to go the extra mile, work to become fluent in your guests’ love languages.
The best tools for guest communication
There’s a wide world of mediums and technologies to get the message out to your guests. These include:
- Digital guides
- SMS / WhatsApp messages
- Automated emails
- Social media
But which ones belong in your vacation rental business plan?
Many hosts will require an all-of-the-above approach. For example, you may lead new guests through the booking process with automated emails, but reach out to past guests with newsletters. Or, you may reach new audiences using social media, but care for your current guests with digital guides.
In an ever-growing industry, endless choices exist to help you take guest communication to the next level. But your options don’t need to be overwhelming.
We’ve made it simple by breaking down which vacation rental software belongs in your property management business plan based on your needs and goals.
A digital guidebook could serve as the center of your guest communications plan.
How digital guidebooks enhance your property management business plan
A digital guide book is the holy grail of guest communication. It’s where guests can turn to at any moment during their journey and find exactly what they need. And it benefits hosts too, allowing you to simplify guest communications and invite your guests to find the answers to their questions in an easy-to-access, go-to resource.
It’s a method that hosts are increasingly turning to in order to elevate the communications aspect of their property management business plan.
Start your free trial with TouchStay and see just how easy it is to elevate yours.