Duties and Process Manuals
Misc Training Knowledge Base
What the BEST booking agents Do.
Overview of what the best agents do Doc Click here
How to handle price with travelers and guests who inquire.
How to handle upset guests and guest refund policies
Pushing calendars using Ical feeds
2014 video on how to push Ical feeds for calendars so we can get our live calendar in streamline onto other websites like airbnb and vrbo.
Optimizing Your Listings
The following outlines the complete guide on the principles behind optimizing your listings. Optimization is about doing things to your listings that increase the probablity that someone will inquire or book your listing vs others you are competing with. Ultimately you want to make sure that all of your listings are as competitive as possible. When your listings is as competitive on all factors as it can be your listing is optimized.
How to analyze the competition and improve performance
If you have a struggling unit the first thing you should do is an competition analysis. If your home is not getting booked it probably is because they are booking other peoples homes. This is how you find out why.
How to do a competition analysis
Competition Analysis Template
Weekly Listing Updates
Listing sites improve the rankings of listings that are regulary updated. Listings should be updated weekly even if these updates are small. Below is more info on how to update listings on VRBO and Airbnb.
Airbnb weekly pricing and listing updates
VRBO weekly listing updates.
Monthly Occupancy Reports
Every agent is responsible for reporting the occupancy of thier units monthly. Below is how this is done.
Monthly Occupancy Reports.
Setting up last minute Airbnb Pricing
The following outlines how to set up automatic last minute pricing in airbnb.
Click here to see video
Owner Relations 101
How a new owner is set up.
HERE IS THE GUIDE TO A KICKOFF MEETING.
Step 3 New Exclusive Owner Checklist Items: Once a property is setup in the system the agent has the responsibility of completing the new exclusive owner items in airtable to ensure we have not forgot anything. See the video below for details.
New Exclusive Owner Items.
Step 4 Execute a great experience: Long term you want to ensure that we execute the owner experience is as follows...
Owner Experience Standards
How to work with owners.
Objective: Owners should never feel their home is forgotten and they should feel that you are doing everything you can.
Guide to working with owners
How to handle an upset owner.
1) Empathize and be on their side.
How to work with caretakers and caretaking coordinators
Caretakers Role: Ensure the home is taken care of and properly maintained by helping the owner understand what is going on at the home and what guests are experiencing.
Caretaking Coordinate: Coach caretakers and ensure they are fulfilling duties.
Your Job: Make owners happy by using these two people to ensure the owners home is well taken care of and issues are resolved to guests and the owner are happy.
Our mission our values our look our style our brand.
Streamline aka Resort Pro Introduction
Tape chart, property folio, reservation folio, finding reservations etc.
The stay account, lead management and company inbox
How we handled incoming leads and inquiries. Updated Feb 2018
The Basic Bookings Process
How to turn inquiries into bookings. The Basics.
Property Types Intro
Exclusive homes, full service, reservation management, wholesale.
How to send a quote in streamline
Sending quotes. Last updated Sep 2015.
How to take a payment by phone
Taking payments by phone.
How to fill out a Bookings Report
Filling out a bookings report. Last updated Oct 2013.
How to use informative book
Sending quotes etc using the informative book tool. How to see available units and prices.
Booking Agent Routine and Expectations
The normal routine for account managers and booking agents day to day duties.
Introduction to listing sites.
The Homeaway Family, VRBO, Trip Advisor Family, Flipkey, VHR, Vacation Home Rentals, Booking.com, Roomorama etc
Click here to learn about these listing sites.
How to setup your airbnb account and list properties in airbnb.
Step 1: Create your own airbnb account using your company email.
Step 2: Have a unit Co-hosted to your account. This can be done by...
How to setup and list your property in VRBO.
A few years back streamline became integrated with VRBO. Therefore you can use the following guide created by Dolour on how to create a VRBO listing considering that our account is synced with VRBO. Please note that if you cannot reach our current account manager with VRBO please use the company directory to find out who our new account manager is as this may change in time.
Dolours guide to creating a VRBO listing.
How to create listings on the Trip Advisor family. VHR, Flipkey Etc.
The following outlines how to create a listing on the Trip Advisor network which include VHR (aka Vacation Home Rentals ) or Flipkey or Trip Advisor. When you list on one you list on all.
Click here to learn how to create listings on VHR
How to do inquiry routing
Inquiry routing is how you ensure that an inquiry made on a listing goes to the right person. Use the link below to learn how this is done for each website.
Internal Company Communication
Internal Company Communications training video. Email, text, phone, skype etc.
Exporting Calendars from Streamline
How to export a master calendar from our system to another system.
How to recuit caretakers.
If you are assigned to find caretakers for a region please follow the following guidelines.
4) Have a local rep or the owner of the property meet with the top 3 and pick the one they like best.
5) Notify the caretaking coordinator who is chosen so she can train the caretaker and set them up.
How to do an annual vacation rental analysis
The following outlines how to estimate annual revenue vacation rental revenue for any given property.