“I vowed to change the company’s vision … from putting roofs over people’s heads to creating memories and stirring emotions.”

It is easy to build relationships with guests when you have a small number of listings, and you can be there in person to check them in. But how do you keep that connection as you scale up to 50 units or more? What can you do to show people you care and maintain superior hospitality as your business grows?

Steve Patterson is the President of UrHomeInPhilly, a short-term rental property management company based in Philadelphia, PA. UrHip is ranked #1 in customer experience on Google and was voted best place to stay in Philadelphia by Sweet Retreats. Steve is passionate about helping his guests create memories, and he has maintained Superhost status—even as his business has grown to 80-plus units.

Today, Steve joins us to explain how he differentiates his STR business with outstanding service. He shares his struggle to achieve Superhost status, discussing what he learned at the Airbnb conference that improved his reviews. Listen in for Steve’s tips on building relationships with guests, even when you can’t be there to meet them in person, and learn what tech tools he uses to maintain exceptional hospitality while his business continues to grow!

Topics Covered

How Steve got into Airbnb

Wanted to move to suburbs but locked into lease
Use STR as strategy to not lose money

Steve’s experience at the Airbnb conference

Wanted to learn to be Superhost
Speakers inspired to use CARE as catalyst

How Steve differentiates himself with service

Creating memories + stirring emotions
Personalize stays around reason for travel

How to build relationships when you can’t meet guests

Demonstrate care (e.g.: balloon for birthday)
Online tools to communicate through video

Steve’s insight around creating a high-level of service

Only as good as team on ground
Learn about guest, find things in common

How Steve scaled his STR business to 80+ units

Standardize as much as possible (e.g.: flatware)
Find reliable technology partners
Hire virtual team to help

Steve’s top takeaways from STR Legends Live

Leverage processes to work fewer hours/week
Don’t be in rush to buy property (winter coming)

Connect with Steve

UrHomeInPhilly

Steven on LinkedIn

UrHip on Facebook

Resources

Eat, Pray, Love Author Elizabeth Gilbert

Loom

BombBomb

WhatsApp

STR Legends

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