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Webinar Highlights: Train Your Team To Overcome Flooded Inboxes

Those of us who have worked in the lodging industry may fondly remember "The Good Old Days" when, at least as we remember it, our work lives were much less stressful because we didn’t have to deal with email! Yet like all memories, we tend to forget the bad parts of work back then! True, we didn’t have all the emailing, but instead our desks were stacked with pink message pads, our admins were beeping through live conversations to announce that another client was waiting on hold, our beepers were beeping, and a stack of faxes were awaiting urgent responses. These days our messages arrive digitally, and there seems to be a nonstop tsunami of them. Depending on what type of lodging company you work for, and what your role is there, you may have receive some or all of these: Direct emails to Notifications from “role” emails such as reservations@ or Email notifications that platform messages await replies on OTA sites, platforms such as CVENT, Wedding Wire, The Knot, or DMO/CVB/Tourism sites. Emails to document chat logs or to tell us that messages await at CRM’s or project management platforms such as Delphi/FDC, Slack, Basecamp, or others. Whether you are working in your own direct email accounts, or working with a shared inbox setting, here are some training tips to help us overcome what I call email fatigue. These are taken from several of our KTN hotel and vacation rental training classes, including those for reservations sales, group/event sales, and even owner services, so hopefully there is something for everyone! 1. Commit to a clean inbox. First, this will help avoid accidental deletion, especially when emails are being read on multiple devices. Probably all readers have had a situation where an inbound email has somehow simply disappeared, perhaps before it was even read, or maybe after it was read but not responded to. Some blame it on those nasty email trolls that slip into our offices in the middle of the night to steal them, but more likely is that while we were swiping to delete an email, a new one popped in and we deleted the wrong one. Secondly, many emails trigger multiple action steps. Upon first reading, the receiver acts on it but intends to get back to it later to finish the subsequent actions, yet the email moves down in the box and is forgotten. Having a clean inbox is especially important for those working in a shared in-box to ensure that emails are "owned and resolved" by whomever opened it, as they are responsible for filing it. This avoids confusion, duplicate work, and most importantly the chance that an email is not acted on because someone inadvertently opened it but did not resolve. Finally, perhaps the best reason to have a clean inbox, at least for me, is being able to sleep through the night! How many of us have woken up at 2 a.m. stricken with the terrorizing thought such as, "Oh no! Did I finish that task she emailed me about yesterday?" Now, if you are an admitted email inbox hoarder, and if I have nudged you towards a the clean inbox mindset,  you are now thinking, "Okay, I’m just going to come in one day and clean up all 7,000 of those emails." THAT will NEVER happen!  Instead, clean up the top 100 or so most recent ones, then create a new subfolder marked "Old emails through today’s date" and move ALL of them over into that folder! Then start fresh and keep it clean! 2. Create A Uniform Filing System For one, this will make it easier for you to search through your own email boxes. More importantly, it will ensure that anyone on your team can cover for anyone else, thus enabling YOU to actually take a real vacation day off and not get phone calls, texts, or emails about that lost email. Rather than suggesting a "one size fits all" system, I always encourage the team to brainstorm and agree on what works best and file by any of these: Source of lead. This may be by channel (Expedia, AirBnB, CVENT, Wedding Wire, email direct…) Type of lead. What staff member owns the lead. Then under each of those master file folders, create sub-folders by year, and for folders containing a large number of emails, add subfolders under that for month. 3. Reduce The Volume Of Emails (To The Extent Possible.) Start by sorting inbound emails at the source level by using multiple email addresses for different purposes. For example, I use one email address for my client-facing (sales and service) emails, and a separate one for vendors, suppliers, and other public-facing business roles such as registering for a trade conference, after which I know I will be spammed by a ton of vendors sending random, mostly irrelevant messages. Next, and this one is for the top leaders, shrink the use of intercompany emails. Too often staff are slapping on CC’s to way more people than needed at the start of an email exchange, and then senders continue to reply to all even when a matter has been delegated down the line, basically spamming everyone. Also, too many workers these days are emailing back and forth about things which could have been resolved much quicker and better had we just made a "talk to Chris about" list and either called them up or stopped by their desk once per day. 4. Personalize Digital Message Exchanges With Prospects and Guests Whereas intercompany emails should be succinct and pithy, sales and service related emails that I see could use a LOT more fluffing, or as my client who heads a wedding sales team in Jamaica says, “Sugar it up!” Fully embrace your CRM so that you can quickly and easily find key details you can insert into the first few sentences of an email to personalize your message by paraphrasing and restating something they shared or something you [...]

Webinar Highlights: Train Your Guest Services Team To Stop The ‘Full Refund Scammers’

Train Your Guest Services Team To Stop The "Full Refund Scammers" As I make the rounds conducting hospitality and guest service excellence training workshops every month, the topic of what I call "full refund scammers" is certain to come up. Over the years I have always tried to redirect the conversation back towards the more typical guests. I have always said there are a handful of guests who do complain only to get a refund, but the vast majority only want to be heard. However, in recent years, the number of incidents has increased, with a good portion of these guests specifically stating a threat such as: "If you don’t give me a full refund, I am going to write a bad review." So, the time seems right to add this to our KTN workshops, webcam training and webcasts like this one. Who are the "full refund scammers" and what damages do they cause to your hotel, resort or vacation rental company? While one might think of a stereotypical scammer who yells and berates our staff, plenty take the opposite approach and try to sweet-talk our staff into a refund such as "Now honey, I really don’t want to have to go online and give you fine folks a bad review about all this." When it comes to damages, the most obvious impact is that negative reviews could damage the "brand" by scaring off potential guests. Yet I would argue there is something even more damaging. If left unchecked, these full-refund scammers will destroy staff morale and allow a culture of cynicism to take root. How do you know if you have a culture of cynicism?  Just ask your staff (and yourself!) how you would finish this sentence: "Guests these days only complain because…"  If the answer is "…they want to get something for free," then the timing is probably good to cover the following training tips. How to stop the "full-refund scammers." Document "red flags" during guest interactions in the "guest contact record," starting with calls to reservations. Guests with ill intent usually inadvertently present "red flags" by making comments during their conversations (or textual exchanges in email or in-app messaging) prior to booking, or perhaps after booking, but in their pre-arrival communications. Here are some examples of what your staff should document: Guest objected to the fee and was notified that it could not be waived Guest was notified that early check-in could not be confirmed in advance Caller requested a king bed/view room and was notified of the up-charge for that category. If they later claim "No one told me that ..." or "Someone told me that ..." and their claim is outrageous, then pull the call from your "Guest Honesty Verification" system, more commonly known as your cloud-based recording platform. Here’s a sample of what to say: "Oh, well then since we always record calls for training and QA purposes, let me pull the recording from our system." Often guests immediately begin to back off by saying, "Well, I’m pretty sure that’s what they said." Document details of "requests" for special services or amenities. Be sure to train your staff up front to use the term "request" and not "confirm" and certainly not "guaranteed." Again most guests will be reasonable and understand the deal, but those with ill intent will tend to make remarks as "Oh yeah? We’ll SEE what happens when I get there then." Especially in these cases, make sure your staff adds comments such as "Guest notified that the request is NOT guaranteed." By the way, here’s some sample dialogue your staff can use when explaining why they cannot fully guarantee certain types of requests: "We are always careful not to promise more than we can be certain of delivering, and there are sometimes situations which prevent us from doing so. For example, guests might not check out when they are supposed to, or rooms might go out of order unexpectedly." Document response times and details on action steps taken, and especially on any solutions or alternatives that were offered but refused by the guest. This will save huge amounts of time in "forensic research" that the person responding to the reviews would otherwise need to track down these details. Stand up to the bullies. Make sure that managers do not cave to unreasonable demands and threats of a bad review. For one, it wastes money, as most scammers will blast you online anyway. But this also destroys staff morale when a frontline employee has stood up for your brand and done what’s right only to be overridden by a higher-up who did not even take time to fully understand the situation. And now a word about guests who drop the "F-bomb" or who otherwise carry it too far.  Provide one stern warning: "Sir, I am eager to assist, but I insist on professional language and mutual respect." If they escalate further, then it is time to hand off to another colleague who can invite the guest to stay elsewhere, or if necessary, call security or law enforcement. Defending your "brand" online. First, that if you don’t have any bad reviews, they won’t believe the good ones!  Personally, I truly believe that most consumers can sniff-out when a review is written by a scammer. As with all reviews, be sure to provide an original response, not just an overused standard template. This shows professionalism and provides an opportunity to share your side of the story. Components include: Thank them for their feedback and indicate how much you always welcome such. Provide validation for the emotions they have expressed. Add "however..." and give your side of the story. Use "we" vs. "you" statements. While you might want to say, "You should have read your confirmation email, in which you were notified…" instead say, "Although this is always documented in our standard confirmation emails, we regret that you did not notice it there." Here is a sample:  Dear Mr. Kennedy, We are always grateful [...]

Webinar Highlights: The Top 5 QUESTions Your Reservations Team Should Be Asking In 2022

Are You Ready To Make 2022 The BEST Year Ever For Your Hotel or VRM Co.? If so, it is not going to be easy. As we look ahead to the coming year, nothing is certain. Well, actually one thing actually is certain: there will be continued disruption in the lodging industry! One small but important sales habit you can do now to help in your reservations team’s QUEST to be the BEST in 2022 is to update your list of QUESTions that should be asked as part of your sales "flow" criteria. Why do lodging industry reservations sales agents need to update the questioning process? Today’s callers are pre-informed. They already know the rates. They’ve seen multiple images of each option online and perhaps even used 360° or virtual tours. In fact, they can most certainly book it themselves online by using the smartphone they’re calling from. To put it bluntly, those who are calling no longer need us. The lodging industry pundits have been predicting the demise of the voice booking channel for decades now, and yet still they call. What can reservations sales agents do that no website, computer-generated IVR voice, or chatbot do? Through the magic of satellites and transmission towers, we can touch the hearts of strangers. Have you ever had that warm, fuzzy feeling around your heart area after having an especially heartfelt conversation reservations caller? Guess what — they are feeling it, too. By asking the right questions, we can start conversations that enable uniquely human engagements. Chances are that your hotel, call center or vacation rental company already has a list of call standards in place that includes traditional questions. At KTN we call these call standards the "call flow" model. Following are five new and/or updated QUESTions we should be asking as part of our QUEST to be the BEST! Question One: Instead of this: Have you stayed with us before? Ask this:  Have you stayed with us before or did anything online catch your eye?     This question helps you obtain two important details all in one question. When callers have stayed before you can probably look them up in your guest history, and in all likelihood they will want to rebook the same accommodation. If they have not stayed, you will know they need help in selecting a room or vacation rental home. Additionally, by asking if anything online caught their eye, you will determine where they are in their decision making process. Perhaps they have seen something but have a question about it or they just need some reassurance. Perhaps the option they want is sold out and they need alternatives.  Or perhaps they are simply overwhelmed by the number of choices. Question Two: Instead of this: What brings you to the area? Ask this: "Is there anything special I can help you plan during your visit?" The first example listed above is the traditional way we have always determined purpose of travel, which is important for hotels that are holding blocks of rooms for groups and events, but it also helped determine what features to describe and sell. The new version is a better conversation starter that positions yourself as being a helpful travel planner who can do more than some OTA website chatbot or generic call center agent reading a script. Plus, if a special occasion is mentioned, it may prompt you to upsell to a higher-rated accommodation type. Finally, if you work at a resort or a vacation rental company that offers amenities and services for add-on fees, this will help open the door for you to discuss and therefore cross-sell those services. Examples might include transportation, dining options, golf or ski packages, or in-room amenities upon arrival. Question Three: Ask this: "May I ask what website you’re on?" This question will only apply during some conversations, such as when the caller self-reveals that they have been shopping online or when they mention the rate they see online is lower or different. If the rates are the same, you can then cover the benefits of booking directly, the most obvious of which is that you can complete the booking right now and make it easy. Remind them that you can book this directly into your reservations system. You may also want to point out the benefits of booking directly vs. with a third party, which may include less restrictive deposit and cancellation terms. If they are seeing a lower rate, you may want to ask if they are looking at the same accommodation type or if they maybe need to click to the next step where it will show the total with taxes and fees. Question Four: Ask this:  As I’m checking rates, what questions can I answer for you about the location or amenities? There are several advantages to asking this question. First, it establishes a "conversational" as opposed to "transactional" engagement style. It positions you as someone who is knowledgeable about the accommodations, amenities, and local area. Finally it moves the conversation away from price long enough for you to talk about the benefits and therefore establish value before you quote a rate. Question Five: Instead of this: "Do you want to book it?" Ask this: "Let me secure this for you right now while it’s still showing available..." By phrasing your closing technique this way, you leave the "burden of action" with you the seller, versus them the buyer. For example, if you say "Do you want to book it?" they essentially have to make an either/or decision, but if you say "May I secure it for you?" it is easier to just say yes. Also, by adding the new extension to this traditional closing question "… while it’s still showing available …" you are creating urgency for them to book now before the option sells out or the rate changes. While it is always important to create urgency, it is even more so now because most resorts and vacation rental companies are experiencing unusually [...]

Track and Beyond: Navigating The Future Of Short-Term Rentals With Revenue Management Platforms

With constant change and growing competition, one must stay ahead of the curve by being proactive with their pricing strategy to increase revenue and occupancy. In this webinar with Alline Arguelles, President from Exceptional Stays, Matt Renner, Principal Solution Consultant from TravelNet Solutions and Track Software, and Ryan Saylor, Revenue Management from Beyond (formerly Beyond Pricing), we talk about how to leverage technology and insights to manage your portfolio effectively. We discuss: Why Beyond and Track PMS have the best integration in the industry How to manage the health and performance of your entire portfolio How to understand your performance against market data

Webinar Highlights: Quoting Higher Rates And Overcoming Rate Restrictions For 2022

Although this topic is always relevant, it is especially important right now for most resorts and for virtually all vacation home rental companies where historically high demand is fueling significant rate increases. Across all segments of lodging, increasingly sophisticated pace tracking and demand projection tools are enabling advancement of revenue management. As Revenue Managers (RMs) have more “levers” than ever before to “pull,” it falls upon the reservations and front desk staff who field calls, email inquiry and in-person conversations to explain historically high rates and confusing “stay restrictions” to today’s savvy consumers. This blog will address tactics for use when fielding to both objections and stay restrictions. What To Say When Guests Object To Higher Rates Don’t simply agree with them! Based on what our KTN team hears when we place mystery shop calls and when we score calls recorded in systems like Track Pulse, it’s important to remind your agents to side with the company, not the guest!  When guests make comments such as “Wow, I can’t believe how much the rates went up since last time…” do NOT simply agree with them, even though you too might actually be surprised! Convince yourself that your rates are “worth it” to the callers! Quote all rates with confidence, even if they seem high to you, and trust your RM. Remember that many guests make such comments just to test your reaction. They may be fine with paying the rates quoted, but just making sure they are getting the best deal. Offer to check alternative dates, locations, and/or categories. Mention the approximate price “per family,” “per couple,” or “per bedroom.”  Example: “That would be $3,500 for the week, or about $1,750 for each of the two families.” Or “That runs $398 per night, which is about $200 per couple.” When repeat guests find that “their” option is already booked, express empathy and apologize. This is the time to go against the “textbook” standard of “NEVER allow dead-air.” Simply pause for a moment for them to process the bad news. Apologize, even though it is not your fault. Then ask questions such as: “Have you ever considered a different (location/type of accommodation)?  Those offer a great value.” Or “Are your dates flexible? If you could visit (earlier/later) the rates tend to be lower and the weather is still usually pretty good.” We may ultimately lose some long-term guests. BUT... ...we will also gain new clientele who think our rates represent a really good deal! What To Say When Guests Object To Restrictions How to explain why rates change.  Some callers mention that the rates are significantly higher than they have previously paid for the same (or similar) options.  Your first reaction might be to explain that the current rates “go up” when it’s busy, such as “Summer is the busiest time here, so the rates are higher…”  A better approach is to explain that “high season rates” are actually the “normal” rates. Rather than raising rates when we are busy, we offer lower rates when it is slower.   Example: “Sometimes when our occupancy drops during certain times of the year, we are able to offer lower rates and specials. At this time though our normal (or ‘prevailing’) rates apply.” Explaining why rates go up between their inquiry and their call-back. Example: “When you called previously, we were anticipating it would be slower than usual, so we were temporarily offering a lower rate, but now things are back to normal for this time of year. If they continue to object you might say “Are your dates flexible by chance?  (No!) Well then actually this is a wonderful time to visit because...” Explaining “Mid-Stay Rate Variance.” Some RMs will instruct the reservations sales team to simply quote a flat “per stay” rate and not mention that rates vary for each night, so this tactic is not relevant. However, other RMs want us to also notify guests regarding the specific rate for each night, just in case they later want to shorten their stay. Most agents quote the rates in chronological order, mentioning the lower-rated nights first. Example: “For your first two nights (example: Wednesday and Thursday) the rate is $275, and then the rate goes up to $350 per night on the weekend.” Instead, quote higher-rated nights first, even if they fall later in the stay. Example: “For the last two nights of the rate of $350 applies, but for the first two nights we can offer you a lower rate of $275.” Positioning “Shoulder” and “Low Demand” rates as being a good value.  This works well when you are quoting rates for any dates that are not during peak demand and is called “rate framing.” Example: “The ‘normal’ rate on this one is $350 a night, but for your dates I have can offer you a rate of $275...” Selling remaining inventory when dates are nearly sold-out. When inventory is limited, odds are that what’s left will be at either the top-end or low-end of the “rate” spectrum.  In these situations, avoid saying: “All I have left is...” Instead create urgency, and position what’s left as still being great options: “Fortunately, what I still have at that time is...” Continue on to acknowledge that it might be larger (or smaller) than what they were looking for, or in a different location, or different property type. If you are “downselling,” and the remaining inventory is lower-priced, be sure to point out any “glaring deficiencies” they will immediately notice upon arrival, but also point out what’s “good” about it. Overcoming objections to minimum stays.  First ask: “Are you able to extend your vacation?” If they are not, then say: “The good news is that you could get access to the (immediately upon arrival...” or “You won’t have to worry about an early morning check-out. You can linger longer on your last day of vacation.” To view the full recording, please complete the form below. Webcast Replay: Quoting Higher Rates And Overcoming Rate Restrictions [...]

Atlas Webinar: Play Bigger: Tips & Tricks To Drive Direct Bookings

Conversion is still king, but clicks at every stage of the guest journey are critical to overall direct booking success. Different channels drive clicks that boost overall traffic, but implementing specific digital marketing tactics at each guest journey stage can dramatically improve your booking performance. In this webinar, attendees will learn how to: Deploy a full-funnel digital marketing method that increases direct bookings Increase traffic and conversions using different tools and tactics Effectively measure ROI for decision making at each stage Replicate the improved business results Property Managers and Hoteliers are experiencing To Watch The Full Webinar Fill Out The Form Below

Track Webinar: Dynamic Fee Strategies To Increase Net Operating Profit

Narrowing margins and rate pressure don't leave much wiggle room to deal with market fluctuations. Fees can be a vital revenue source, but how do you structure them? Should they be applied across the board? Do you bundle them? In this webinar, Matt Renner, Track Solutions Consultant, will uncover the most common and uncommon ways companies are using fees to stay competitive, cover costs, and generate more net operating profit. To Watch The Full Webinar Fill Out The Form Below

Track Webinar: How To Set Up The Top Track Triggers And Automations

Track vacation rental software takes many day-to-day tasks off your plate through powerful automations, opening up more time to grow your business and tackle those back-burner projects like hiring, process improvements, and the occasional day off. If you feel like more of a juggler than a property manager lately, you will want to watch this webinar. Brett Wright, Track Lead Implementations Consultant, will walk you through how to set up the top Track triggers and automations within the following departments: Reservations Guest Communications Housekeeping Accounting To Watch The Full Webinar Fill Out The Form Below

Track Webinar: Increase Operational Efficiencies With Track Triggers and Automations

Watch our co-sponsored VRMA webinar: "Increase Operational Efficiencies with Track Triggers and Automations" with Michelle Marquis, Chief Revenue Officer, and Dawn Yeskulsky, Vice President of Track Enterprise Solutions. Property Managers who need to solve any of the following business challenges should watch: Manually entering detailed guest itineraries Dynamic scheduling Manual authorizations or check-ins CRM customization With triggers and automations, Track allows you to automate these processes to save time and money. To Watch The Full Webinar Fill Out The Form Below

Track Released Quarter 1 2021

Track Hospitality Software added lots of great features during Q1 of 2021 including: Owner Portal Communication An Owner Expense Tool Security Deposit Functionality Group Reservations and more! In this webinar, Track Product Manager, Matt Raab will walk you through the value, benefits, and the "how to" of Track enhancements and new releases.   To Watch The Full Webinar Fill Out The Form Below

Webinar Highlights: Retargeting Leads From Third-Party Applications

In this month’s blog, I will focus on training tips for helping your reservations sales team convert more leads that come in by way of third-party platforms such as OTA’s (Expedia, and other closed-messaging booking platforms (AirBnB, Vrbo). First though, readers may need a new perspective on such leads. Certainly, it is extremely important to do all we can with both “marketing” and “sales” efforts to maximize direct bookings.  However, such bookings are part of a healthy “mix” of booking channels for most hotels and vacation rental companies because there will always be some guests who will only find and book us that way. Before sharing these training tips, let me offer a few reminders. First, many of today’s booking inquiries are disguised as simple questions such as about locations, parking, amenities, services and the area.  Too many staffers simply reply with a direct answer. Next, remind your team that those who send messages are probably also messaging the competition with the same question.  Finally, remind them that even the  messages we get from those who have already booked should also be considering “leads,” especially in today’s era of more flexible cancellation terms due to the pandemic.   A key element of any training program on retargeting OTA leads is to ensure that your staff has a tracking system and process that works.  It is of course ideal if you use the Track Pulse CRM, because it is the only one that offers a “unified in-box,” providing your team a centralized, efficient place to receive and act on all leads they are fielding regardless of channel and if inbound or outbound.  However, if you have not yet convinced your boss to invest, at you can at least get in the game by creating a simple form in Excel, Google Sheets or even WORD. The first column will have the lead name and date received. The second column will have the date of the first response, which will hopefully be the same or next day.  The third column will have the date of the first proactive follow-up, such as in the case of an OTA, the date you initiated a message to the guests who have not yet booked, which should be done 1-2 calendar days from their initial inquiry. When sending that proactive follow-up message in the OTA app, be sure to first check and make sure the sender did not yet book through another channel.   Now, here are some tips for maximizing success at textual selling by way of OTA platforms. When replying, always mention that you are from in-house (or on-site) reservations, and provide your name to demonstrate personalized service they will receive as a guest.  Carefully scan the message, noting any details you can use to personalize the response. Some senders include a lot of details about who they are traveling with and the purpose of the trip.  You can then paraphrase and restate a few details when responding. Example: Example: “Hello Cathy.  This is Doug from in-house reservations.  I’m happy to assist you here with your questions about the  girl’s getaway trip you are planning, and I promise to block you some really nice rooms for you as well!” When the question sent was vague or if more info is needed, respond with questions. Here’s an example: “Regarding parking for your oversized vehicle.  Can you let me know the approximate size? Is it a recreational vehicle or commercial truck?” Personalize all replies to questions and inquiries.  Here is a checklist, with tips for each step to follow.  Use a personalized greeting and introduce yourself as an in-house contact. Comment on what they have shared. Proactively volunteer additional details. Endorse their choice (if applicable.) Express a personal interest in hosting them. Use a personalized greeting and introduce yourself.  Example:  “Greetings Douglas! This is Cathy from in-house reservations at (hotel or company name).” Comment on what they have shared. Example: “How exciting to hear that you are planning your first visit and congratulations on your milestone anniversary!” Proactively volunteer additional details. Example: “Does this offer a crib?” “Yes it does! And you’ll really love the view because when the baby is napping, you can sit out on your balcony and enjoy the picturesque scenery.” Example: “We are traveling with our two teenagers and each is bringing a friend. Wil this accommodate?” “Absolutely! There are double beds in the second bedroom.  By the way, this location is ideal for teens.  There’s lots to do in the area within walking distance, so they can have their freedom and you won’t have to worry.” Example: (Location) “Since everyone is a skier, the location will be ideal as it is so close to the lifts.”   Endorse their choice (if they have inquired about a specific option.) Example: “If you’re looking for the best value, this is an excellent choice. It has all the same amenities and there’s so much to do here you may not be in the room that much anyway.” Example:  “Since it is a special occasion, our deluxe option really is an excellent choice because your wife will love all of the extra amenities.”  Express a personal interest in hosting them. “Let us know what other questions you have or what else we can do on our end. We would love to host your vacation.” Thank you, Doug Kennedy To View Full Webinar Fill Out The Form Below

Customer Showcase: Blue Beaver Luxury Cabins

We have the distinct privilege of working with many of the finest vacation rental, hotel, and resort companies in North America. As independent lodging companies, each of you has a unique story that we think is worth celebrating. And worth sharing with the rest of our readers; there’s always a helpful tip or two in these stories that can help others succeed too. This month we celebrate Blue Beaver Luxury Cabins and their massive revenue growth after implementing the full suite of Track and Atlas solutions. In the 18 months following their Track go-live in June 2019, Blue Beaver grew revenues by 249%. In 2021 with additional Atlas digital marketing services, they’re on pace to grow another 50%! “I can’t give your Marketing team enough kudos – they listen and make great suggestions on how to attack slower periods – it’s been really helpful in growing our business.” Located in beautiful Broken Bow, Oklahoma, this forested, southeastern corner of Oklahoma offers travelers a place to surround themselves with nature, wildlife, outdoor recreation and even a bit of serenity for those looking to get away in a cozy cabin. Named after the deep blue color of Broken Bow Lake and nearby Beavers Bend State Park, Blue Beaver Luxury Cabins manages 80 homes and provides services to another 20 local properties. In the early 2010’s, owners Steve and Tonya saw an opportunity as their destination’s popularity took off. After self-managing a few of their own properties, they began offering property management services to other local owners and Blue Beaver was born. As their business and the day-to-day operational complexities grew, they realized they needed to up their game to continue providing their homeowner partners with exceptional services and to capitalize on the exploding vacation rental demand in their area. The PMS they were using began to show it’s limitations. Their team found it challenging to stay on top of daily workload demands. Support was lackluster – compounding inefficiencies as the team scrambled for workarounds. And most troubling, a data security incident caused their software provider to announce they would soon dissolve the company. To continue growing their business and strengthening their reputation, they needed a state-of-the-art technology partner with certifiable data security and responsive support. They also wanted a software platform with functionality that not only improved team efficiency and service levels, but could grow with them over time so there would be no need for other software systems ever again. We’re really glad they found and chose us. 🙂 In addition to their fantastic revenue gains, Blue Beaver strengthened their reputation enough to be voted the #1 vacation rental company in their area. They credit Track’s many automations with helping them consistently communicate with guests and owners, and the expanded visibility they get from PMS reports to make smarter business decisions. They estimate they’ve saved many hours (and introduced a bit more sanity to their day-to-day!) by automating routine property management tasks that used to take so much time. Serving guests is a 24-7 business that can take its toll on even the most seasoned hospitality pros. At TravelNet Solutions, we’re on a mission to transform how hospitality works, and couldn’t be more proud to hear compliments like this one from Blue Beaver’s leadership team. “The Track support team is great – I’m thankful they’re there to help when we have a problem at any time of day. I know my team is taken care of, so we can take off a random weekend or two even though this is a 7-day-a-week business.” A special thanks to Blue Beaver’s leadership team for allowing us to share their story! We’re proud of their success and are grateful to call them a customer. If you’d like us to feature your business in a future Customer Showcase, please send us an email at