How to Maintain Outstanding Hospitality While Scaling to 80+ Units
“I vowed to change the company’s vision … from putting roofs over people’s heads to creating memories and stirring emotions.”
It is easy to build relationships with guests when you have a small number of listings, and you can be there in person to check them in. But how do you keep that connection as you scale up to 50 units or more? What can you do to show people you care and maintain superior hospitality as your business grows?
Steve Patterson is the President of UrHomeInPhilly, a short-term rental property management company based in Philadelphia, PA. UrHip is ranked #1 in customer experience on Google and was voted best place to stay in Philadelphia by Sweet Retreats. Steve is passionate about helping his guests create memories, and he has maintained Superhost status—even as his business has grown to 80-plus units.
Today, Steve joins us to explain how he differentiates his STR business with outstanding service. He shares his struggle to achieve Superhost status, discussing what he learned at the Airbnb conference that improved his reviews. Listen in for Steve’s tips on building relationships with guests, even when you can’t be there to meet them in person, and learn what tech tools he uses to maintain exceptional hospitality while his business continues to grow!
How Steve got into Airbnb
Wanted to move to suburbs but locked into leaseUse STR as strategy to not lose moneySteve’s experience at the Airbnb conference
Wanted to learn to be SuperhostSpeakers inspired to use CARE as catalystHow Steve differentiates himself with service
Creating memories + stirring emotionsPersonalize stays around reason for travelHow to build relationships when you can’t meet guests
Demonstrate care (e.g.: balloon for birthday)Online tools to communicate through videoSteve’s insight around creating a high-level of service
Only as good as team on groundLearn about guest, find things in commonHow Steve scaled his STR business to 80+ units
Standardize as much as possible (e.g.: flatware)Find reliable technology partnersHire virtual team to helpSteve’s top takeaways from STR Legends Live
Leverage processes to work fewer hours/weekDon’t be in rush to buy property (winter coming)UrHomeInPhilly
Steven on LinkedIn
UrHip on Facebook
Eat, Pray, Love Author Elizabeth Gilbert
Loom
BombBomb
STR Legends
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