Welcome to Tea with

Brittany Lea

Presented By:

With Special Guest

“VRM’s Welcome Home: Keeping Guests Happy With Minimal Effort

Mike Muellerof Virtual Resort Manager

www.virtualresortmanager.com/tea-with-brittany-lea.asp

Meet Mike• Been in sales for over 35 yeas

• Lives in Richmond, Virginia and is married to his high school sweetheart since 1973

• Worked with VRM in the “early years” 2004-2006

• Joined our management team here at VRM again early this year.

Welcome Home Complete

Welcome Home Lite

Welcome Home Lite vs Complete

Welcome Home Lite!Auto Event

based on reservation events !Manual Email – Emails created and sent manually for

specific events. !Administrative messages !Emergency notifications

!NO Guest Extranet integration !NO Text messages

Auto Event Email MessagesThese email/text messages can automatically be sent based on various events. Included in both Lite and Complete:

!Date reservation was created !Thank you message for reservation, after the reservation is made !VRA signed/not signed – number of days after !Travel insurance paid for/not paid for

!Check In date/time !Check Out date/time !Thank you for payment made !Reservation canceled date/time

Automated Event Message S• Advance notice 2 weeks prior to arrival-check in info-items to pack, etc.

• Advance notice day before with arrival and key code info

• Day after arrival-reminder to call with concerns

• Reminders for trash pick up-check out day/time, other info.

• Survey sent day of check out

• One week follow up-survey

• Reminders throughout the year to book, remind friends, etc.

Manual Event Message S• One time only messages • Local Events or activities • Relate information to a specific guest, reservation,

or time. • Update guests in times of inclement weather • Can be scheduled for now or later ( except in the

case of an emergency event)

Welcome Home CompleteIntegration with Guest Extranet Friendly information tool for guests

!Property Google maps !Property Specific Information !Area Specific information !Categories of virtually anything you would like; i.e.

churches, place to eat, things to do etc. !Guest may add other members to receive messages

Event Messaging-Housekeeping - Complete!Timing can be either the reservation start/end date, or the

check in/check out time. !Can be either before or after that criteria. ! Send message to guest at a period of time before a

reservation when the property is available. ! Send message to guest at time of arrival that the property

is/is not ready. ! Send message to guest after the arrival time, that the

property is available.

Event Messaging additional - Complete! Can be tied to check in or check out. ! Use either the reservation date, or checkin/check out time ! Can be either before or after that criteria. ! Send message to guest at a period of time before a reservation

when the property is available. ! Any time a payment is made, you can send a thank you/notice

that payment has been received. ! When a reservation is created-you can send notification based on

time after the reservation is created. !Notify if VRA hasn’t been returned. !Notify if Travel Insurance hasn’t been selected.

! When a reservation is canceled, you can send a notification.

How Maureen Regan of Seaside Rentals Uses Welcome Home:

• Advance notice about 2 weeks prior to arrival to remind guests of directions, check in time, etc

• Advance notice day before or day of arrival with the above info, plus a key code in a few instances

• Day after arrival, reminder to call us with any concerns and how to reach us after hours

• Day or two before check out, reminders about trash, check out time, keys, etc

• Day of check out, survey and re-rental form• 1 week follow up – survey again.• We can also see how it would be helpful through out the year for reminders

to book, tell friends to book, specials, area info and events, to check our social media, etc

How Ellen Garris of Sun-Surf Realty Uses Welcome Home

We use Welcome Home to notify guest that the property is ready. Guest no longer have to stop by the office until the property is ready for them to check-in. During the busy summer months, it saves the rental department time because they would have to continue checking to see if the property is ready and then remember to call the guest. The text as well.  7 days prior to check-in, an email is sent reminding the guest that the property does/does not provide linens. This also serves as a reminder that they may contact us to add beach gear prior to arriving. We provide information on the check-in time and a list of suggested items to pack that we find is very helpful.  On Friday before the guest checks out, we send an email to remind guest of the check-out procedures. This has been helpful to our housekeepers as it speeds up the preparation for the next guest when they do not have to perform extra cleaning because the previous guest did not follow directions.  In the event of   We have received only positive feedback from our guests in regard to these notifications.

Questions

Use The Ask Question Feature

in GoToWebinar

With Special Guest

“Why You Should Seriously Consider SmartHome Adoption

Greg Burgeof Point Central

Join Me Next Month For…

http://bit.ly/TWBLSmartHomeAdoption

Connect with Brittany• Facebook: facebook.com/

virtualresortmanager

• Twitter: @vrmbrittany

• Instagram: @vrmbrittany

• Check the Blog (Fridays): virtualresortmanager.com/blog