Overview

How do you handle a storm of guest requests when every second counts?

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As the weekend hit, the inbox flooded with questions: ‘How do I check in?’ ‘What’s the door code?’ ‘Why is the AC off?’ ‘Why is the pool cold? With guests eager to settle in, the pressure to respond quickly mounted. Messages poured in, but the goal stayed the same: every guest would be heard, no matter the pace. Housekeeping worked nonstop, while field ops braced for the diverse crowd’s demands. But for the guest experience team, things were about to get hectic.

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The secret to managing the chaos? AvantStay's streamlined messaging system and cutting-edge tech.

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My Journey at AvantStay

I started at AvantStay as a maintenance coordinator, quickly becoming the point person for everything from scheduling repairs to resolving guest complaints. Whether it was a malfunctioning air conditioner or a cold pool, I was on hand to fix the issue. This hands-on role gave me valuable insight into AvantStay’s operations and paved the way for my growth in virtual assistance.

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With the company’s rapid expansion to over 500 properties and a $500 million propco fund in 2022, AvantStay underwent a significant transformation. New departments emerged: Quality assurance, an expanded accounting team, and a dedicated guest experience team took on critical roles, managing everything from reservations to fraud prevention.

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The Tech Behind the Team

From an operations standpoint, the guest services team ran like a well-oiled machine. Specialized roles optimized workflows: one team focused on fraud prevention with ID reviews and party booking flags, while another managed cancellations and refunds. Guest services agents efficiently handled check-ins, reservations, and inquiries

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Innovation drove AvantStay’s operations. The tech stack evolved with the company’s growth, transitioning from Streamline to Breezeway for managing properties, and later adopting Salesforce as the main CRM. TalkDesk replaced Aircall for guest communications, and Slack kept the operations team connected in real time.

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What Makes AvantStay Different?

In the ever-growing world of short-term rental companies, their approach is noteworthy. Sure, having a great tech stack played a significant role, but their adaptability and strategic focus were also key. By shifting to longer-term stays during the pandemic, when short-term rentals were restricted, they adapted to the changing market conditions. This allowed them to keep properties booked and ensure consistent revenue, even when the typical short-term rental model was disrupted.

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The ability to adapt to changes, whether it's a global pandemic or economic shifts, underscores the importance of having a team that can respond to evolving challenges.

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What Everyday Managers Can Take Away from AvantStay’s Journey

I’m no expert, but from what I’ve seen, AvantStay’s success offers valuable lessons for everyday managers: the importance of adapting quickly to unexpected changes.  Without this agility, businesses risk falling behind. Equally important is having a team that’s in sync, dedicated, and eager to grow together - otherwise coordination falters, and opportunities are missed. And let’s not forget the role of selecting the right tech stack that supports the business needs. Without it, communication breakdowns can lead to delays and inefficiencies, making it challenging for team members to stay coordinated and productive. 

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What My Time with AvantStay Taught Me as a Virtual Assistant

At AvantStay, I learned the value of using technology to streamline operations and enhance guest experience. The real value comes from using the right tools effectively. Having the right tech stack is essential because it improves operational efficiency, accuracy, and communication. When technology is well integrated, it supports guest services (who are on the front lines of the vacation rental industry), enabling them to manage tasks more effectively, respond quickly to guest needs, and maintain high service standards. The right tools keep operations running smoothly and guest interactions are handled seamlessly, which ultimately leads to a better overall experience for both the team and the guests.

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Equally important is adaptability. For VAs in the vacation rental industry, quickly embracing new technologies helps them stay current with evolving demands, enhancing operational efficiency and improving the guest experience.

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Reflecting on my time at AvantStay, I’m filled with gratitude. Joining the company during a period of rapid growth, I was part of an exciting journey through expansion and innovation. The trust they placed in me allowed me to develop professionally and personally while delving into short-term rental operations.

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Their focus on evolving its tech stack - from Streamline to Breezeway and Salesforce - highlighted the importance of adapting quickly to new systems. Remote work became a powerful tool for success, and our team’s ability to pivot during the pandemic to offer longer-term stays proved our resilience.

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This experience has been more than a job; it’s been a transformative journey that has significantly shaped my career as a virtual assistant. 

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Cherish the growth and connections you make. As you navigate the industry, embrace new technologies and adapt to change to unlock transformative opportunities.

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Stay curious, stay connected, and let technology drive your success!

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