Hello friends, my apologies for the delay - as you probably know we just went to SXSW and are rolling straight into PGA and Nascar weekend. Of course in the middle of this I broke a tooth in half right into my gums and Im just managing the pain till April is over. 

Today I wanted to address the importance of having a house manager. What does this person do? What you should and shouldn't ask of them and why you may need one to be more effective in your rental journey. Let me explain how I got to the point that I thought this would be what I would address in my next blog.... 

Ya'll... I made a mistake. And I took on a client who ended up being one of the worst I've ever dealt with. I'll admit, Im not perfect.... but this is what I have done for the past 10 years and my background is so intertwined in the hospitality world that I KNOW a thing or two. I told myself when I left the restaurant industry I wouldn't let anyone Mansplain to me ANYMORE. We have had this one client whom is new to Austin (and has been arrogant about how cheap everything is in Austin as he's from another country) and is working on his 3rd rental in 3 months (illegally of course). After spending days schleping stuff from his property to another property and picking stuff up - I had my breaking point. I am NOT his assistant. Of course he got vocal and chose to yell at me and let me know that even though he's never had an Airbnb before, only worked as a realtor (in other country) - explain to me that his "Airbnb Guru says thats not how this is done" and that I didn't understand how this works. He goes on to tell me my "job" is to do these things as they are the responsibilities of a cleaner.... and then he said....
"I have a net worth of over 20 million dollars - I know how this is done". 
I was furious. I tried to rationalize with him the difference between a house manager/property manager and a cleaner. I can't. 
I started this business so I could call the shots and NOT allow someone to abuse us.  I don't tolerate it from ANY client.
We are not your slave.

Long story short - we are no longer working together and some other poor cleaning team is having to deal with him. But he is a fraction of the hosts we see whom don't get the importance of real solid help.... and that when you have a good one, you need to be good to them, reward them and both of you will prosper. 
So this blog is for those assholes out there who want to run a rental under the table and expect the cleaners to handle everything and they reap the financial rewards for a rental that they don't even own..... We see you. 

What is a house manager / property manager and WHAT do they do?

Essentially if you run one rental - you probably manage all of the aspects from your listing online, your inventory, the cleaning, repairs and guest communications. But once you get past one rental - you need to consider having someone that works alongside you or takes the reigns. This person is your "House Manager" as I like to call them. 

This person is hired and usually takes a percentage of anywhere from 10-30% depending on what they do. This person acts as the general manager if you will. They handle coordinating repairs, sourcing service providers, they build and track your inventory. Many people may have one who is more of a PA who just handles the online side of things - communicating with guests, adjusting your calendar and prices, handling situations as they arise. But without them being in person, boots on the ground - you need to rely on someone else to do the on site things. Let me reiterate - this is not your cleaner's job. If they are doing it, you are lucky.... because they are responsible for ensuring your space is clean and ready to go... not trying to figure out why your internet is down or your tv wont turn on. 
Below is a list of all the things we see house managers do.... some are part of the job and some may cost extra if you have someone who is just your backup. Either way - it's a job. If you spend an entire year doing it yourself.... and then someone else asked you to do it - you would understand that its a job and deserves to be compensated. 

After you read through the list below - let me know what you think. Do you have a house manager? Why or why not? 
- Not just a cleaner - C

Property Manager / House Manager responsibilities
*Situate setting up, changing and handling the lock box/key pads. 
*Communicate, schedule and coordinate with the cleaners and any other service providers.
*Do a proper inventory of both dry goods (toilet paper, paper towels, sugar) as well as a linen inventory and then an amenity inventory. If you offer wine - you wanna know what you have one site.
*Set up/establish a proper locked area so backstock inventory can be properly distributed.
*Build a distress list. When something is ruined in the hotel world - they have a distress/attrition list where they track what was ruined and when/what was purchased and replaced. 
*Do walk throughs of the property on a regular basis to ensure that there are no damages, repairs or major issues to be addressed. 
*Handle any on-site issues with guests. If the keypad doesn't work - they figure it out. 
*Check maintenance issues like air filter, smoke alarm batteries, key pad batteries, remote batteries. They purchase and replace these items.
*If you are lucky - you will have a manager who handles the P/L statement. Who balances the income vs restocking and repairs. They can tell you the occupancy expectations for the month and are quick to adjust your pricing and availability during the slower seasons. You shouldn't be buying linens every month so evaluating what brands last the longest, what colors hold up and what items get you the best ROI. 
*Run to the store for last minute oops... The guest poured wine on the comforter and you need a new one. They have access to a petty cash that can be used for those items. 
*Coordinate with the PA OR they handle all of the aspects of the online marketing, scheduling, price modifications and preparing for bigger booking periods. 
*Source providers like a gardener, pool cleaner, home cleaner, window washer.
*They take the calls in the evening when the guest has an issue. 
*Prepare and anticipate the guest and the homes needs. During the ice storm - your host should have worked to help guarantee that your guests had water, heat, blankets, candles... and if you couldn't accommodate those guests properly - your manager would help them find alternative housing. 
*Watch the market and know whats coming and may even build a forecasting sheet and a history guide so you can refer back to why you had a group of 18 people stay at your home for a month 6 years ago. 
*Set up a guest book or a way to capture your guests info so you can send them deals on future stays. 
*They might even help set up your website.
*Vet and help set up your property on multiple platforms. 
*They are the middle man. They deal with all the things and they go back to the owner and report. 
*They are there to ensure that everything is running smoothly so you can relax and know your space is producing the numbers it should.

Thanks ya'll. 
PS - I hope your March was as busy as ours was! Im trying to break                            60K for all of March alone.
~C
​





​

Let me first say - if you are complaining about supply and demand being off and bookings being down - YOU ARE DOING IT WRONG. You need to treat this like a business, because it is. 

Ya'll. I am SO over early check in and late check out. 

Managing a multitude of rentals - I see people asking ALL DAY LONG for an early check in and a late check out. Can I drop off my luggage, can you cleaner clean faster, can I stay late - I woke up late. NO. 

Since in the past we have used restaurants as an example.... let's keep on the trend. 
You work in a Mexican restaurant that serves plain jane margarita's for $3.99. But for an extra $3 you can upgrade your tequila and have a better quality alcohol with less chance of being completely stupid and you won't hate yourself the next day. EVERY good server knows the importance of upgrading the margarita. The higher the check cost - the higher the tip percentage. 

It's time for you to start looking at your rental as a product. Yes - you might be a mom and pop shop, but you are still a place attempting to make money to keep the lights on everyday, right? Right. 

When you have guests asking for early arrival and late check out - you are basically giving them more hours in Disneyworld that they didn't pay for. Not to mention the fact that you put your cleaner in a real bind working in a smaller window to properly handle your space. Below I will list out several things you can do to help eliminate those early/late check in/outs and turn it into profit.  And if you like what I have to say be sure to give this a like, a share or leave me a comment!

*During major events in the city its important to give your cleaning team the most amount of time to prepare the space. It's ALWAYS the guests who ask for something that have a complaint about something in their review. 
If you know you will be pressed for time because of a larger event in town like SXSW or the Super bowl - cut to the chase and inform them that "While we would love to accommodate your reservation earlier than planned, we need a proper amount of time to prepare the space for your arrival. We highly suggest reaching out to us the day of to see if we may be able to accommodate your request. If we are not we HIGHLY suggest looking into Bounce Luggage Storage. It's a luggage storage company specifically for rentals who charge about $5 to hold your luggage for the day in their offices."
(If you are smart you might contact Bounce and see if you can set up some sort of partnership asking if they give you a referral fee for every 10 customers you refer to use their service....)
PS - they are all over the country and there are more like them out there that will store luggage for a minimal price. Its GENIUS. 

*So your guests plan arrives at 9AM in the morning and they want to check in immediately. If you have the space available - sure you may offer it, but you could let them know that they can GURANTEE the space for an early morning arrival by booking it for an additional day ahead of their arrival. That ensures the space is ready and cleaned and empty for their arrival. Give them a discount for the night (hey it's money in the bank for an empty space that you just got a guaranteed booking) and suggest the additional day. You can even preface it with the fact that they may want to get a nap and be ready to explore and having that guarantee can give them the time to come in, take a nap, get ready and enjoy the city. 

*Your guest has a late flight / delayed flight / unable to leave the city - offer them a discount on an additional night. And make sure you contact your cleaner to let them know that you did this so they dont show up at 11AM trying to get them out. 

*Your guests don't need an additional day but they would really like to stay for a few extra hours - offer them a deal to have late check outs. Hell, if your smart you might completely turn Airbnb on its side and offer check in at 2pm and check out at 6pm. There are MANY cleaners who prefer to clean rentals at night and knowing that you may get some more funds from offering a later check out on those days that stay unbooked means more money in the bank. 

*If you don't manage your property - talk to your manager about "orphan days". An orphan day is when your rental doesn't have a booking immediately after a booking and it has some leeway on when a guest can leave. I have trained my management team to send an auto email to each guest when there is an orphan day following their booking. (If you are using something like hospitable you can set it to an If/When feature so that you have messages preprogrammed to send IF the rental is open, When can you book till. )
This advertisement goes out before your check out instructions. Send it around 7/8PM. I promise you that YOU WILL see people reach out that they actually don't have to get on the road immediately and a discounted room for an additional night doesn't sound so bad. 

CAPITALIZE on your opportunities. 
Just because the restaurant is slow doesn't mean you can't offer them a premium service with all the fixtures. The rental is JUST the beginning of the income that you could be bringing in the door. 
You could easily introduce a gift basket with a price tag (that says please enjoy for the price of $ and we will send you a payment request after you leave). 
Partner with a local chef and offer a home cooked meal with a pro, have a local boating company take your guests on a tour and collect a small fee for making it happen. Work with local uber drivers to share opportunities. 
I have a million more suggestions but those are for another day. For now - digest everything I said above. Stop giving away the house and start upselling your property. 
And I promise your guests AND your cleaners will appreciate the opportunities. 

-Not just another cleaner - C

By now Im sure you have figured out that I have spent a LOT of hours cleaning, setting up, managing, decorating and handling Short Term Rentals. Partnered with the fact that I come directly from the hospitality industry and hotel life - I know the importance of setting yourself apart from others but also not assuming you have the best product because your mom told you so. I want to help step your rental game up. 

Ive been asked a lot to help fix rentals that are not working. Ive spent countless hours looking at rentals all over Austin AND all over the USA. I look at those listings as a guest... I think outside the box. So Im going to show you a few things and I apologize now if this is your listing (and if it is feel free to reach out to me for help). This is the stuff that set you apart from the rest. 

*Why in the hell does everyone have their main profile photo of the living room???   
While Im sure your couch is lovely - and the pillows are super soft... GIVE ME SOMETHING different. Seriously. I just searched East Austin - and this is what I got. Other than a few pops of color - what makes me WANT to click the listing. Thats the first step - giving something enticing to the "guest" that they feel enticed to click your listing. 
​

*What does your listing say about the space? All three of the listings above state that it is a home or townhouse in Austin. So you have stated the obvious. If I am searching for a home in Austin - I already know its in Austin. You are wasting the characters you can use in your listing. Have you thought about including where you are located in town? What are you close to in town? Does your rental have a catchy nickname? Does it have a unique feature? PUT IT in the title. Grab their attention. Because you aren't standing apart when you are "Home in Austin". Please see below for for more stand out title grabbers. 

*Seriously - what is up with the pictures of couches? If you are questioning why you are not booking - why don't you look at you direct competition? How about just changing your photo with another photo that isn't just like everyone else.... And if you don't have professional photos of your listing and you think your I-Phone photos are cutting it - you are SADLY mistaken. Also - why is your photographer taking photos of your rental with the blinds closed? Is it THAT bad outside that the blinds need to be closed? Give me some of that natural light. It DOES make a difference. Look at the two below photos and tell me if you see it. 

Now look at the image below. Which one looks more inviting? 

** If you are finding yourself struggling to bring in the bookings you want and even need - shoot me a message. Let's look at your listing and see how we can turn it around. What do you have to lose?
​~C

Since posting my last post - I have had plenty of people reach out. I'm super grateful for the chance to share what I have learned over the past 10 years in this industry.... from all different sides of the field. I did, however, have some ask if I can back up my theories and projections with numbers. So below you will see the numbers for Jan which I am proud of. It's a slow month and this is running on a VERY limited amount of rentals. My numbers speak for themselves and Im making all the lemonade I can. It should also be noted that many of these rentals are blocked from booking for the next few months while some are taking mid/longer term rentals for travel nurses and some are blocked so I can decide when and WHAT they will go for. They WILL book. 

So when you are ready to listen to real constructive criticism and step up to the plate - I am here to help you. I can help you think outside the box and bring in the money year round while others are still complaining about the city being too saturated. When you are ready to try something new and outside the box - send me a message. Let's chat! 
​~ Cheyne

Let's face it - so far 2023 has been a bit underwhelming in the short term rental industry. Unless you are located in a destination space like Florida or Phoenix - you probably aren't seeing the normal bookings you would expect. Some might even say it feels sluggish. The truth of the matter - it IS slow. You are not wrong. For some of you, you have the ability to ride out the storm while others are drowning in financial question marks wondering what 2023 will have in store for you. 

I am here as more than just a cleaner. Currently I manage, monitor, converse with guests in 70 properties between Tulum, Phoenix, Colorado, California, Austin, and Houston. Im not going to say Im an expert by any means - but what I do have is 20 plus years of restaurant and hotel forecasting experience under my belt. Yes... I was a hospitality developer for many of those years and from 2000 - to now I have kept a diary if you will of what months are busy, what the new trend is, what people are looking for and what things need to be left in 2000. My experience has helped me understand not only my direct community and its impact on food and travel, but an understanding of how to change the way we view things and how to stay relevant. Owning a cleaning company in the Austin area for 10 years with no financial backing from anyone but my own pocket has taught me the importance of pivoting - and thats what the short term rental industry in Austin needs right now. 

Im sure if you have made it this far you are wondering why so much detail about all of the above? Well, let's be honest... most people don't give their cleaners much credit - but the truth is we know your space probably better than you do. My background allows me to see different perspectives. So if you don't want to trust what I say as a cleaner - please take into consideration the years of experience I have as a concept developer. (Multiple restaurants of mine are STILL in business today... and there's a reason why). 

Below I am going to update you on 5 ways to prepare and pump up the algorithms to get your listing viewed and booked. Please feel free to leave me a comment, question or if you would like to book a one on one with me - I'm here to help. Let's get your business mojo flowing!



1. Watch the wishlists - Are you aware of wishlists on Airbnb? One of my personal goals is to try and hit over 100 wishlists added a month. These are people who are actively looking to visit your city. They have marked your rental as a MUST visit. You can watch it go up and down monthly. The more adds, the more people are considering staying there. I check this once a week. Ive found that Monday's are a great day for people looking to plan for their next great adventure. So check out your wishlist (can be found in Airbnb under Insights/Conversions/Wishlists added). If you have multiple listings - this will show you which ones people are really drawn to at that time. Don't worry - these numbers go up and down, but if you are seeing a spike in one property it means people are looking at it and you should be working on turning those leads into bookings. 


2. Change your photographs - You probably think your cell phone photos look amazing? Oddly - they don't. Statistics show that most cell phone photos don't properly load on different devices as well as you think. They come out stretched, grainy, poorly lit, missing the mark. Trust me. Pro photos is worth the cost of selling your space. Think of it this way - if you went to a restaurant and the entire menu was put in front of you and it was nothing but pictures from someone's cell phone vs. professional restaurant photographs - you ARE probably going to pick the restaurant with the pro photos. Not only does it show that they care about their food, it shows that they want their food to be shown in the best way possible.... the way that has you salivating over which item you MUST eat. Same thing with movies - do you really go back and watch those old movies you recorded from tv on your VHS player? No. Because there are better ways to see it.... and that includes investing in quality photography. Stage your space with a bottle of champagne and glasses with roses and make it a romantic and memorable stay. Showcase a desk with access to printers and a computer with the high speed speed test on the screen. Show your place with the sun setting through the window in the background. Give your place the BEST chance it can have to stand out from the rest. Do you want to look like the Ritz Carlton or are you ok looking like Motel 6?  Bonus points - This is my go to for all of my photography and drone footage needs. Trust me - he can produce some of the best - www.willfulphotography.com/


3. Who is your target audience - do you know? By now you should have an idea of what types of people gravitate to your rental. Are you targeting that audience specifically or is there a reason they are choosing your space? Something to think about. In my history - larger rentals are usually best paired with travelling families, bachelor/ette parties, wedding parties who want to stay as a group and the occasional group of nurses travelling together. Smaller units are best for lone travelers or even one night stays. Targeting your market means making sure you appeal to the groups who are best suited to book your space. Is your home the perfect spot for wedding groups to stay as a family and get ready? Do you have a floor length mirror she can look at her wedding dress in? If its bachelor parties - do you have trash cans in all the rooms? I learned in hospitality that you NEED to "Anticipate your guests needs". Maybe they need an area that has extra charging ports so they can all get ready for the big day and not overload your circuits. Maybe the table needs to be bigger to seat everyone that has a bed. Prepare your space for the needs of the guests who are going to stay with you and not only will you be rewarded with a great review - it will show in an uptick in the bookings. 

4. Are you catering to short term or maybe a mid term stay? Why do people book your property normally? If you normally see nurses or tech industry people booking and they currently aren't booking your space at the moment - how are you putting yourself in front of them? Furnished Finder is a great resource IF you know how to use it. Part of listing there requires you do the work. Make sure you know which hospitals you are near. Put that in your information. Respond to people who have a lead looking in an area you cater to. They give lots of details. It takes 2 seconds to have a pre-fabbed response to them. "Hi this is Cheyne with such and such property. It looks like my home may meet the needs of your stay. Can you tell me more about what you are looking for? Budget? Dates you are looking to stay? Even if I might not meet your needs - if you know someone looking - send them my way and Ill send you $10 as a thank you! I look forward to hearing from you soon!"     
Put yourself out there. It's like dating. You can sit and wait for the perfect husband to walk up and knock on your door - or you can go out there and find him. Don't wait for the app to do the work for you, you have to put in more effort. 

5. What makes your space special? Yes - Im going to say it.... most rentals are set up with the basic biotch starter pack sold from Target. And in some cases that is fine. But I want you to shift your gears here. You are looking to come and stay in AUSTIN and you DO NOT live here. It's your first time visiting. Go onto your STR rental site of choice and type in Austin. Go ahead, I'll wait......    Just scroll down. Everything has a picture and a "tag line". WHAT stands out? What are you looking for? Cheap? Has the right amount of beds? Pool?   Put that in your search. And look at the photos and tag line provided. What from these listings look appealing to you? What from these listings turn you off?  Mind you - you are looking at this objectively.... you have never been to Austin and the first thing you read is "Beautiful apartment in Austin". Is that enough? Does it tell me about your space or what it offers? Does it tell me where you are located in town? Would I want to eat or date this listing if it was food or a potential suitor? Because that's what your guests think. I know, it sounds crazy. But your tag line needs to captivate and celebrate the best of your space. There's a reason McDonalds has a Quarter Pounder with Cheese and then they have the hamburger. Are you going to be the hamburger? Totally fine by me.... but in a world full of basic - stand out. 
Another great tip - offer something different. No matter what - you ARE NOT the Hilton. You have permission to offer bright pink towels rolled up on your beds or have your knife set be neon green. Don't let ANYONE tell you that because your linens are not white - they are not acceptable. If you want to be the Hilton - you can buy a franchise.... or you can set yourself apart and be the home that people WANT to stay at. I had a chat with a guest who was also a host...... her biggest takeaway from her experience in Austin was that - her home was just like most other people's homes. She stayed at my rental because it was ANYTHING but normal. While it wasn't what she would want her house to be all the time - she got to experience something new and different and it allowed her to find out more about herself and what she REALLY likes. Our pink flamingo palace told her that she didn't have to have the same damn towels her mom had.... and she could give herself permission to add some flare in her life. Don't get me wrong. Some people are creatures of comfort and they want to stay in something similar to home..... but most don't. Now while your rental may not be a treehouse or some glass dome on top of a mountain - it doesn't mean that in a city that is SUPPOSED to be keeping it weird - that you need to buy the basic Target starter pack. Liven your place up. Give it something that can stand out in pictures.... trust me your guests will LOVE it. Even if it is a neon sign. The world of posting your experience can be heightened by your enhancements to you space.... Make it insta-worthy. Who knows, you might start trending and people want to stay at your home specifically because you have a wall that is covered in spoons from around the world. 

TL:DR
If I've learned one thing about this industry - there is no rule book. Things are changing, and you don't need to be afraid to change with it. Or you can continue doing what you have been doing and expecting a different result. Rentals 2 years ago aren't going to stand out today... So in a world full of Karen's and basic bitches - be a Lizzo.
​- Just another cleaner Cheyne. 

Hello Everyone! Welcome to our cleaning blog. A safe space where we can share some of the trials and tribulations we have gone through while working in the cleaning world. We will give tips, tricks and our general feedback on what has and hasn't worked over the years for us. 

           The first thing that many people don't seem to be aware of - there is a huge difference between a maid/housekeeper/house manager and a housecleaner. Although the titles sound the same - they actually perform quite different jobs. A maid/housekeeper is in charge of keeping the home tidy and orderly while a house cleaners are in charge of getting down to the root of the problem and disinfect/sanitize. Many people assume that when you have a housecleaner come to your home that they are in charge of straightening up AND cleaning, but the truth is that the house cleaner is strictly there to help maintain the quality of the home and help ensure that the cleanliness maintains the value of the home. A house cleaner usually comes on a regular basis to help battle the dirt, grime and disinfect. A maid is usually contracted independently to the home and has more of a set schedule where they tend to the children, help with basic tidying of the home and caring for the family. 

           On of the biggest misconceptions of a housecleaner / short term rental cleaner is that we organize and maintain the decor of a rental. Rental owners ask - why is it not possible to clean the home AND make sure the right decorations are in the right spot or the chairs turned at this angle with these special items are put here and here? Someone cleaning your home is first and foremost in charge of disinfecting and resetting the space with new linens and towels. If given the opportunity and the cleaner has the ability to straighten chairs and move decorative pillows - they will, but this job is usually reserved for a house manager.

          So what is a house manager and why should I use one for a rental? If you don't live near your rental and you are looking for someone to ensure the guest experience while acting as the face for your space - we highly recommend a house manager. This person normally goes in and will make sure the decorative pillows are turned correctly, they may do inventory checks and review the home for damages and wear and tear. A rental home is a temporary space for guests and not every client treats a home with kindness and respect. Your cleaner will alert you of any noticeable issues - but they may not notice if the second chair in the dining room is a bit wobbly, or if there seem to be kick marks on the footplate of the bar by barstools. A house manager would be in charge of contacting contractors, dealing with problematic guests and are there for checks and balances. Some cleaners may also take on this role in a rental - but it should be advised that this is a completely separate skill and mindset and should be compensated accordingly. 

      Think of it this way - if you were to stay in a hotel - one person would clean your room, while one person would be there to answer questions about the local community. One person may cook you dinner, while one would be in charge of repairing the room. The manager would be the one who checks these things to ensure that they are done properly and meet the hotel standards. Would you ask your housecleaner to do all of these things when its clear that hotels have figured out the checks and balances? Do you think you should pay your cleaner more money if they also wear these hats and situate all these other things? 

Id love to hear your thoughts and opinions. Feel free to sound off below and if you have any questions you would like to ask us - please feel free to post them in the comments below! - C

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~            
  
Currently Cheyne is 40 years old and living life with her new husband, 2 dogs, 2 cats and her wonderful friends and crew at Clean'n Green based in Austin, Texas and Galveston, Texas. She still consults for restaurants/hotels/bars around the globe but focuses mostly on her cleaning business and the businesses she runs with her family. You can reach her at cleanngreenatx@gmail.com