Owner Considerations

In the world of holiday rental management services, there are many different approaches and ways that things are done throughout the industry and the first, and one of the most important things for us, is to understand an owner's expectations.

Prior to forming a working agreement, we need to understand what an owner's wants and needs are along with their ideas and expectations so that we can all be on the same page from the start of the working relationship. For us to be clear on what we are being engaged to do and for an owner to be clear on what our expectations are will only set the foundations for a good working relationship moving forward.

Whilst we have an agenda of items to review when discussing the possibilities of taking on a new management, we strongly suggest you have a list of any questions you may have along with any key points around what you are looking for in the management of your property that we can review prior to moving forward.

At Experience Jervis Bay we are fortunate enough to have many owners wishing for us to work for and with them in the management of their property and we would love to help everyone, but unfortunately, we can't.  Our portfolio is made up of properties that we feel are a fit for our business and owners that we feel are willing to work with us.

Once a working agreement has been formed, you can be assured that you will have a team dedicated to delivering the best outcome inline with your expectations.

What are you looking for?

• A local agency with staff on the ground who can be onsite as and when needed OR an out of area agency who can't be onsite as and when needed?

• An agency that has a 24 hour a day 7 day a week phone service OR an agency that goes to a message bank after 5pm?

• An agency that uses industry best software in the management of your property OR an agency that uses what they've always used? 

• An agency that has your property ready to be booked for back to back bookings OR an agency that does not have your property ready for a booking at all times?

• An agency that sets up your property booking profile so that guests pay for the cleaning OR an agency that sets up your booking profile so that you pay for the cleaning?

• An agency that only gets paid based on what you get paid OR an agency that gets paid on what you get paid and what you don't get paid?

• An agency that is licenced and accredited with Fair Trading and who has been operating for 20 years OR an agency that is new and/or learning on the run?

• An agency that is owned and operated by its owners and team OR an agency that is staffed by people turning up to their job?

• An agency that talks through the potential of your property OR an agency that makes promises that are too good to be true and impossible to deliver (like 'we double your bookings')?

Timing

There can and typically is a lot that needs to be done in the set-up of a holiday rental, most of which we cover on the following pages.

The key to timing depends on when the conversation starts, ie. if we start this process in Autumn there is plenty of time vs if we start this process in Spring then there is limited time.

When setting up a property for holiday rentals, it is important not to put pressure on yourself and/or rush the process. Getting the property set-up right from the start will only ensure your first paying guests will have a 5-Star experience (and hopefully provide a 5-Star review) and for smooth management moving forward.

With a list of things to be done by both the owner and us to complete the set-up process, as listed on the following pages, the timeline of that set-up process can be anything as quick as a week through to 6 months before your first booking, all of which we will discuss and plan with you.

In considering a timeline to set up a holiday rental it is important to understand we typically do not activate any new properties from the 1st of December to the 30th of January, through the peak period, as we have all hands on deck servicing our existing properties, owners and guests. In addition to being too busy through this period to take on new properties, we also want any new properties to have had a handful of bookings completed prior to the peak season to ensure the property has been tried and tested with any issues that may arise being ironed out.

Ultimately we are here to work for and with you on a timeline that suits you and your property and happy to make a plan together.

Styling, Staging and Presentation

With the expectations guests have around holiday rentals in today's market, presentation is everything.

Whilst guests will search for accommodation based on location and filter accommodation based on features they will always book accommodation based on images. From scrolling through the options to comparing properties to book, the styling, staging and presentation shown in photos are front and centre and will be the number one influencing factor in what property a guest chooses to book.

If you are a property stylist or home decorator then you may be well versed and in a position to do all that needs to be done but if you're not the good news is we have help. Rebecca Swanson from Drift Interiors, located locally in Jervis Bay, is an expert in styling, staging and presenting properties.

It doesn't matter if you just want some ideas and direction to work with, if you're looking for someone to assist you through the process or if you want someone to do it all for you (including purchasing and placing furniture and items), Rebeccas is able to help.

Due to our ongoing working relationship, Rebecca offers a free and no obligation 20 minute consultation to our new clients which you can claim here: Drift interiors free consultation 

It doesn't matter if you are going to do it yourself, if you have friends and family who can assist or if you are going to engage a professional, just know that styling, staging and presentation will play a big part between those properties that perform 'OK' and those that perform 'Great'.

Supplier: Drift Interiors

Number of Guests

When planning your holiday home, one of the biggest considerations is, how many people do you accommodate.

The key point here is that more is not better and accommodating more guests does not directly equate to generating more revenue. Sure, a property that accommodates 10 people will generate more revenue than a property that accommodates 2 but when considering the number of guests to accommodate consideration should be given to things including but not limited to:

• The number of beds per bedroom and the configuration of those beds
   

• What is the ratio of guests per bathroom?

  • 1 bathroom per 2 guests = Great

  • 1 bathroom per 4 guests = Good

  • 1 bathroom per 6 guests = Acceptable

  • 1 bathroom per 6+ guests = Not acceptable
    
    

• Can the number of guests to be accommodated all:

  • Be seated around a dining table together?

  • Be catered for by way of cooking appliances, utensils, crockery, cutlery etc.

  • Sit and watch Movie/TV comfortably together?

  • Be cooked for on the size of the BBQ being provided?

  • Sit in/around an outdoor area/dining table?

  • Have a hot shower without running out of hot water?
    
    

When considering the number of guests to accommodate the overall focus should not be on maximising the number of guests but on maximising the guest experience.

Pet Friendly

Deciding if your property is going to be pet friendly or not will be one of the biggest decisions you make in influencing the number of bookings you will get, it's that simple.

•  Pet-friendly properties get more bookings than non-pet-friendly properties

• Guests booking with pets, on average, are longer stays than those without pets

• Pet owners are typically more responsible guests (most pets will do less damage than children)

• There is minimal effort to offer your property as pet friendly (having a secure yard/section, some food bowls and anything more is a bonus)

If you are a 'pet person' it may be an easy decision but if you are not it should be a serious consideration.

Arrival Gift

Guests may not be expecting an arrival gift but providing guests with something, be it as simple as a bottle of wine or something more lavish, will be sure to surprise and impress. 

Consumers always know what they have paid for and that is what they expect but to find a little 'bonus' is always the thing that people remember and comment on. When thinking about preparing your property it's important that we remember we are trying to provide people with not just accommodation, but a 5-Star experience.

Arrival gifts should be something that:

• Is not to small to be considered 'token' but not so big that it blows the budget

• Appeals to the widest segment of the market

• Is non-perishable and easy to manage

• Leaves a smile on the guests face

Working with local suppliers, we can provide the following at wholesale rates:

• Jervis Bay Brewing beer

• Jervis Bay Fudge fudge balls

• Two Figs Winery Rose

With the housekeeping teams, we will manage the logistics of maintaining a supply of the arrival gift as and when needed for you.

Bin management

The bin management process is an ongoing job that requires attention year-round. 

There is nothing worse than having bins being not taken out and emptied, being left on the street and blown over spreading rubbish or having smelly bins for guests to arrive to.

Bins need to be:

• Put out for council collection every week there is a booking departure

• Emptied between council collections anytime the bin is full

•  Washed at a minimum on an annual basis

As a managing agent, we need to have someone identified as being responsible for the bin management and that can be you or us via our bin management service.

Note: 

• It is strongly suggested that the property has 'large' (240 litre) council bins for both rubbish and recycle bins

Linen Storage and Housekeepers Cupboard

All properties are required to have a secure space to be used for linen storage and housekeeping supplies

This space can be a secured room not accessible by guests, a secured garage not accessible by guests, a locked wardrobe or linen cupboard etc. as long as it has enough space to store spare linen, cleaning products, toiletries, pantry items etc.

The space should be at minimum the size of a double door wardrobe with shelving (a bigger space is always handy) 

If you do not have sufficient space by way of a storage room, built in robe etc. then we suggest the following:

1. Preferred option for wear and tear (and it comes with a lock):  Metal cabinet

As and when possible it is best to have access to this space via a combination lock vs a key lock allowing access in case of emergencies.

Costs

As with any business set-up, there will be some costs associated with getting the property guest ready.

The costs will vary from property to property depending on size, type, if it has been holiday let before and other variables. Costs could include but not be limited to:

• Having STRA-approved smoke detectors installed

• Having STRA-approved evacuation plans drawn and installed

• Having the property registered on the NSW Planning Portal as a short-term rental property

• Having professional photography done

• Having linen purchased, laundered, bagged and tagged

• Having body care and cleaning products installed

• Having a lockbox installed

• Key cutting

The cost will depend on how much your property requires, but remember, this is a tax-deductible investment that will deliver a return.

Next: Compliance and safety