- Partner
How Property Managers Can Elevate
Guest Experiences Via Technology
- December 17, 2022
Vacation rental property managers need to stay on top of a number of things at the same time. From organizing rental contracts and service agreements to marketing properties, syncing calendars, and consulting with property owners, it can be a lot of tasks at once.
One of the most critical things property managers must deliver is an exceptional guest experience. But with only so many hours in the day and all the other responsibilities, it can sometimes feel increasingly difficult for property managers to keep everything under control.
Let KEY be an extension of your team
KEY’s core business objective is twofold: make the lives of vacation rental property managers easier and ensure their guests’ experience is unforgettable. We achieve this by leveraging cutting-edge technology and taking pride in our exceptional customer service and communication capabilities. The concierge services KEY provides removes the burden on property managers to deal with their guests’ needs and allows them to focus on other integral parts of their business.
Property managers need digital solutions to maintain a high level of guest service without draining on-the-ground resources. Instead of trying to build their own platform or rely on a hodge-podge collection of various vendors and service providers, KEY provides an easy-to-use, fully integrated platform for property managers and guests.
By partnering with KEY, property managers can offer the powerful combination of a digital experience guidebook full of vetted, trusted local partners and local resources who are there to help them. Our team is also available to answer any questions or troubleshoot any issues. By helping with this guest communication, property managers have more time to run their businesses and know their guests are in excellent hands.
Elevate each guest stay
KEY leverages technology to make property managers’ lives easier. We also use technology to make their guests’ experience better. Everything we do at KEY works towards achieving those two objectives.
From the outset, the KEY platform offers a seamless experience through which guests can browse and book services, access property information, and message our team while planning their stay.
Pre-arrival
KEY believes in partnerships, and each asset we develop is co-branded. We customize our offerings to highlight your properties and geographic market.
It starts with our email flow, which introduces the amenities and services we provide to enhance your guests’ stay. The emails take them to a co-branded landing page. There, they can browse our curated catalog of amazing experiences and book them on the spot.
Once they’ve selected and booked experiences, they receive a detailed itinerary in their email. They can easily access this itinerary from their phone or laptop, make changes or additions, and contact our dedicated customer support team through our portal.
During their stay
The quality and level of service doesn’t end once guests have reached their vacation destination.
A fully stocked bar and fridge? A welcome charcuterie board and a bouquet of flowers? Concert tickets to that evening’s show on the kitchen counter?
KEY can make these and many other small details become a reality. The attention to detail matters most and lets guests know they are being taken care of.
While our extensive portfolio provides a wide array of things to do, we understand that there might be some activities guests want to experience outside of our catalog. Have no fear. We are experts in creating, planning, and executing custom requests.
“We had a guest once that wanted to surprise her family with a visit from the Grinch,” says Natalia Krasutsky, Vice President for Operations at KEY, recalling one of her favorite moments on the job.
“So we reached out through our network in town and were able to locate a performer who had a Grinch costume. He showed up at the door of the house they were staying at the night before Christmas. The kids were delighted, and the whole family had a good laugh. She’s booked several more trips with KEY since then.”
Guests can access our hospitality team 7 days a week throughout their stay. If anything needs to change, or there are any issues that need addressing, our property managers know that the KEY team will take care of them.
Once they’re back home
An essential aspect of excellent customer service is continuous and timely feedback. A day after their trip, KEY sends a survey to guests asking them to rate the service and experience. This feedback enables KEY to confirm what we’re doing well and improve in areas where adjustments are needed.
Enhance the overall guest experience
Throughout your guests’ journey with KEY, you will receive updates about their experience.
“Communication is probably the most important thing to get right,” says Jason Carter, Vice President of Sales at KEY. “Timeliness and seamlessness of how you engage with your guests can set you apart from the competition.”
“Guests understand that things can and do go wrong, or something unexpected can happen. It’s not that it happened, but how you deal with what happened and how you communicate it to them. That’s what matters.”
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