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Lodging Update November 30th, 2019

By Wm, May
Published: 11/30/19 Topics: Comments:

Here is a story from one of our team members:

It seems the on-demand TV service had just stopped working for the sixth time in a month. When we called telephone support, the technician tried the usual fixes with no luck.

Nicely, our team member, said "Gee this is getting old, is there nothing you can do for the $200 per month I am paying for cable, internet and phone?"

The technician said, "Well you get the on demand for free so you should not be complaining."

Really? That is not only bad customer service, it's actually just plain old bad manners.

This is coming from a company who boasts of 1 Gigabyte "blazing" internet speed that, by the way, never even approaches half of that. Are there no laws requiring truth in advertising?

The seminal Emily Post book: "Etiquette, first published in 1922 is more than which fork to use at a dinner party, and more about conducting ourselves with grace and dignity.

It can be difficult to remain cool, calm , and collected especially when guests are difficult. This months article is how we affirm the people we "are trying to be," and that includes treating everyone well, especially when it is most difficult to do so.

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What a lovely, enjoyable industry we are in. Tens of thousands of guests going to thousands of unique and interesting vacation rental homes, Inns, Resorts and other speciality lodging.

They find them more comfortable and more enjoyable than those run-of-the-mill brand name hotels, which are all fancy and not very homey.

They are happy, which allows us to be happy.

Long ago, a renowned hotel operator gave a talk. No matter how well his property and people performed, he admitted there will always be a very few of those "unsatisfiable guests."

He concluded that good manners were always required, even if the other people had no manners. He had to judge staff members on their ability to always display good manners, and, he was sorry to say with guests who were disrespectful.

As we go about our duties, it is our goal to always be happy, be kind, and be cheerful. We want to treat everyone with great respect and courtesy, as if they are a long-lost best friend.

That means we try to never lose our tempers, never accuse anyone of anything, never complain and never take our stress out on anyone else.

We want to smile, and display professional, positive attitudes no matter the situation. Even when guests are overly demanding we treat them kindly. Even when the workload is overwhelming, we want to smile and persevere. We hope to always be polite.

We try not to make excuses. We don't want to blame anyone for anything. Even if we have to explain facts that are unpleasant, we try to do that with integrity. And if there are problems? Well, the best solution is to just put our heads down, work harder and be thankful for the customers to serve.

Of course, we are human and maintaining an upbeat attitude can be difficult sometimes.

We also have to be patient. Not all Romes can be built in a day, but we persevere to provide help and answers in a reasonable time frame. Demanding others to do everything immediately is a character flaw.

Rarely - when others are overbearing, rude or profane we prefer to end conversations rather than accelerate them. People who make threats, are physical or abusive may require disengagement or even outside intervention.

We can only hope to receive similar courtesy in return. It is our grand hope that we can all keep smiling and do good work for a very long time.

That is what makes being in a service business all worthwhile.

Some believe that the world is becoming more abrupt, rude and condescending, but that really is nothing new. There have always been people with bad manners, else why would Emily Post have written the book "Etiquette" almost 100 years ago.

** You can buy the 19th edition of Etiquette on Amazon. Wouldn't it be nice if everyone read it?

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Author: Wm, May, Vortex Managers
Blog #: 0714 – 11/30/19
Sponsor: Vortex Organization – We train quality people to help run unique Inns, Resorts and Vacation Rental Management companies, in an industry that has been a webby net of technology combined with good old fashioned property, guest and owner services. – VortexManagers.com

Lodging Update October 31st, 2019

By Wm, May
Published: 10/31/19 Topics: Vacation Rentals, Vortex Managers Comments:

Whether building a house, a space ship or a winning basketball team, the direct and efficient way to achieve greatness is to approach projects inch-by-inch. There are no short cuts. Read more

The Great Expectations of the Vacation Rental Industry

By William May
Published: 10/24/19 Topics: Vacation Rentals, Vortex Managers Comments:

Why did a father disown a teenage son who consistently earned straight A's in school, played all the major sports, attended church with the family, was an eagle scout, volunteered for every worth cause, was president of the student body and treated everyone, young and old with smiling respect. Read more

Lodging Update September 30th, 2019

By Wm, May
Published: 09/30/19 Topics: Vacation Rentals, Vortex Managers Comments:

The only trouble we have with giving customers what they want, so we can produce absolute maximum income for owners is pleading with and even begging owners to do the little things necessary. Here is what guests want. Read more

Lodging Update August 31st, 2019

By Wm, May
Published: 08/31/19 Topics: Vacation Rentals, Vortex Managers Comments:

Help us help you by reading the ins and outs of what has become a very intricate intense industry. Read more

Lodging Update July 31st, 2019

By Wm, May
Published: 07/31/19 Topics: Vacation Rentals, Vortex Managers Comments:

It's not bad news, usually it's good news, but it's always news news news. Read more

Lodging Update June 30th, 2019

By Wm, May
Published: 06/30/19 Topics: Vacation Rentals, Vortex Managers Comments:

We have now spent a dozen years building software used for many reasons, but one is just to fight the war for more advertising visbility. Here are just a few challenges we work on every day. Read more

Lodging Update May 31st, 2019

By Wm, May
Published: 05/31/19 Topics: Vacation Rentals, Vortex Managers Comments:

- How many hours does it take to self manage? Experts say 520 hours per year. - Will I make more money self-managing? No. - Why would I self manage? You need an unpaid hobby. - Should I limit occupancy in my place? Absolutely. Read more

Lodging Update April 30th, 2019

By Wm, May
Published: 04/30/19 Topics: Vacation Rentals, Vortex Managers Comments:

Owners of every Inn, Resort and Vacation Rental work to offer unique and wonderful properties and when they hire a management firm a big question is "Does that manager promote themselves or do they focus on the property?" Read more

Lodging Update March 31st, 2019

By Wm. May
Published: 03/31/19 Topics: Vacation Rentals, Vortex Managers Comments:

- Who sets the rate, the owner or the manager? - What would the nightly rate be for my home? - How many nights will it rent? In the simplest form, answering those questions may sound a bit too glib. "No one sets the rate. The market sets the rate". or "The number of nights will be dictated by the rate." Read more

Lodging Update February 28th, 2019

By Wm. May
Published: 02/28/19 Topics: Vacation Rentals, Vortex Managers Comments:

Here is a mish mash of "Did You Know" facts, figures, statistics, and plain ol' good wisdom we have picked up over time. DYK - Our definition of "Hospitality Clean" is defined as cleaner that most people leave their homes just after they've done a deep clean. Guests demand clean above all else. Read more

Lodging Update January 31st, 2019

By Wm. May
Published: 01/31/19 Topics: Vacation Rentals, Vortex Managers Comments:

Vacation rentals are a seemingly simple industry. How tough can it be? Run some ads, take reservations and money, give keys to the guests, find a housekeeper and do it all again. But a day in the life looks little like that. Read more

Lodging Update December 31st, 2018

By Wm. May
Published: 12/24/18 Topics: Vacation Rentals, Vortex Managers Comments:

DO YOU WANT THE MONEY? If getting the money is not your goal, you may find even the smallest aspects of landlording might make you uncomfortable Read more

Lodging Update November 30th, 2018

By Wm. May
Published: 12/24/18 Topics: Advertising, Dynamic Pricing, Government, Online Travel Agents (OTAs) Comments:

Yes, in this industry it really is always something. Something unexpected, something unknown, something new.. REGUATIONS - After decades of operating alternative lodging for guests, cites and towns have begun to restrict, regulate and even prohibit vacation rentals osensibly because they take away affordable housing. It is silly to think that people with expensive second homes are going to rent them out long term for low rates. Its always something out of the blue.. Read more

Lodging Update October 31st, 2018

By Wm. May
Published: 12/23/18 Topics: Advertising Comments:

Why would Budweiser Beer buy a half dozen ads in the Super Bowl broadcast for about $5 million dollars each? Most viewers watch the entire game, wouldn't just one ad be enough? Is Budweiser stupid? Read more

Lodging Update September 30th 2018

By Wm. May
Published: 12/23/18 Topics: Education, Employment, People, Reputation Comments:

Today's world is full of negativity, aspersions, and personal attacks. This is nothing new. There have always been negative people but there has also always been some people, a smaller number, who always manage to remain positive. Read more

Lodging Update August 31st 2018

By Wm. May
Published: 12/23/18 Topics: Comments:

Some call it "Dynamic Pricing." Uber calls it "Surge" pricing, Disney World calls it "Crowd" pricing and supermarkets just call it a plain old sale. Read more

Lodging Update June 30th 2018

By Wm, May
Published: 09/27/18 Topics: Comments:

With the sun beating down, it's time to repeat some of the funny, wacky, crazy and just plain perplexing things we hear in the lodging industry. (We make none of this up.) Read more

Lodging Update July 31st 2018

By Wm,May
Published: 07/31/18 Topics: Comments:

Tiny things make all the difference in any endeavor. Here is minutiae about vacation rentaling - How we do it and why our way is better. Read more

Lodging Update May 31st 2018

By Wm, May
Published: 05/31/18 Topics: Comments:

This is a story of a vendor gone bad or, more accurately, that started badly. The industry news is filled with companies (usually start-ups) with new products all claiming to be the next big thing for vacation rental managers and owners. Read more

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