Introducing the Host & Stay Team
Friday 6th January, 2023 by Host & Stay
Onboarding Team
When we receive an enquiry for our Host services, the initial point of contact for property owners will be one of our Property Consultants. They will provide information about who we are and what we do, organise a visit at the property, provide a four year forecast for the property and provide all relevant documentation including our contract.
Once the contract has been signed, our Onboarding Team will take care of everything from there. Guiding owners from start to finish, our Onboarding Team will provide support throughout the full onboarding process. This includes the following:
- Organise professional property photography at the property.
- Organise a bed setup at the property so it is dressed for photography.
- Set up a changeover at the property if required.
- Work closely with our Marketing Team whilst the properties are listed across 60+ online travel agencies, including Airbnb, Booking.com, TripAdvisor and VRBO.
- Set up weekly reports which are sent to owners to give a helpful insight to bookings, occupancy rates and revenue.
- Help owners access their Owners Portal where owners can add owner bookings and view the calendar for their property.
Our Onboarding Team do all of the above whilst providing help with any queries owners may have to ensure the process is as stress-free as possible. Once a property is listed and live across the platforms, our Onboarding Team will oversee the property’s progress and answer any questions owners may have.
Our Onboarding Team can be contacted on: onboarding@hostandstay.co.uk
Owners Team
Once the first booking has been secured, our Owners Team will take over all communications and continue supporting the property owner moving forward. This includes the following:
- Assist owners via email and telephone.
- Answer any financial queries.
- Organise property checks.
- Organise additional changeovers at the request of owners.
- Organise maintenance and compliance work at the request of owners.
- Support owners with any other questions or queries they may have.
Our Owners Team can be contacted on: owners@hostandstay.co.uk
Housekeeping Team
Our Housekeeping Team are trained to ensure they keep the highest cleaning standards. The team complete changeovers upon guest checkout which includes the following:
- Strip the beds, replace with clean linens and remove the dirty bed linens ready to be laundered.
- Remove all towels ready to be laundered and replace with clean towels.
- Dust, hoover and clean the property to our high standard.
- Stock up toiletries, toilet rolls and cleaning supplies.
- Supply parking scratch cards for required properties.
- Flag any issues within the property such as wear and tear or maintenance issues.
We have 150 housekeepers within our Housekeeping Team who provide an integral service within our business. Cleanliness is one of the most important factors when it comes to holiday rentals so we pride ourselves on our strong cleanliness score from guest reviews.
Guest Services
Our Guest Services team manage all guest communications in a professional, efficient and friendly manner. The team strive to provide the best service possible and this includes the following:
- Respond to guest messages across each online travel agency.
- Answer guest phone calls.
- Add bookings to our booking system.
- Respond to reviews across every online travel agency.
- Organise maintenance call outs for guests when required.
Our Guest Services team constantly strive to hit targets such as replying to guest messages within 30 minutes (which we are currently replying within 20 minutes!) and answering guest phone calls within 15 seconds.
Our Guest Services Team can be contacted on: info@hostandstay.co.uk
Maintenance Team
We have an in-house Maintenance Team who are skilled across multiple trades. Our Maintenance Team offer the following:
- Emergency call-outs to assess and resolve issues in a quick and professional manner.
- General day-to-day maintenance tasks as well as speciality trade jobs such as plumbing and electrical works.
- Supply and fit key safe boxes, wall mounted fire blankets, first aid kits and carbon monoxide detectors.
- PAT testing, legionella risk assessments, fire risk assessments, gas safety and servicing, and electrical installation condition reporting to ensure all properties are safe and compliant for guests.
Our Maintenance Team work extremely hard to ensure we provide the best service possible for both guests and owners.