I live in the San Bernardino Mountains of Southern California, specifically Big Bear, about 100 miles east of Los Angeles. It’s a very competitive rental market with many unique challenges. Our winters are usually nothing compared to other parts of the country but every once in a while we get big storms and lots of snow.
Several years back a 3 day storm hit Big Bear just before Christmas and the valley was buried under several feet of snow. I was freaking out because all 125 of my rentals were booked solid with multiple back-to-back reservations. I knew that I was facing a logistical nightmare.
Then things got really interesting. While checking properties in my car my secretary phoned to tell me that the snow removers’ equipment was inoperable and my head housekeeper was diagnosed with pneumonia. I pulled over to the side of the road and started to panic. I remember thinking, “What have I gotten myself into?”, “I should have chosen an easier profession.”
To make a long story short I pulled myself together, bought a snow removal blade for my Tahoe, hired two housekeepers, and reminded myself that I was actually pretty good at my job. I spent the next three days clearing driveways and training the new cleaning crew. I just put my head down and powered through it and when I picked my head back up it was almost spring.
On a busy weekend I could count on being awakened at least once every night to meet a late arrival or repair a blown fuse or any number of things that seem to only go wrong in the middle of the night. I’ve busted up parties, rescued locked out guests, retrieved lost pets, delivered firewood, shoveled snow, and cleared a hundred toilets. What can I say, it’s a glamorous job.
You’re probably thinking “gee Doug, why didn’t you pay someone else to do the dirty work?” I’ve always surrounded myself with an amazing support system. I believe that’s the key to success in this business. But the fact is I was better at handling the emergencies than anyone else. You have to be “hands-on” in this business or details will fall through the cracks. I’ve learned the hard way that nobody, no matter how much you pay them, gives a damn as much as the company owner.
To be a successful vacation rental manager you need to be; a people person, a marketing expert, a problem solver, a human resource manager, a psychologist, a maintenance technician, and you need to love what you’re doing. If you’re not passionate about providing great service the burnout factor will get the best of you and your business will suffer.
I sold my management company a few years ago and my time is now spent advising other people how to market their vacation rentals and grow their businesses. I’ll probably run another rental agency (or two) some day but for right now I’m enjoying sleeping through the night without interruptions.
Doug Meeder is a consultant and advisor to the vacation rental industry with over 20 years experience managing and marketing hundreds of properties in several different rental markets. Check out Doug’s blog at www.vacationrentalservices.net for additional information on his services and tips for marketing and managing vacation rentals.