STR Data Lab™ by AirDNA How to Build a 5-Star Property Management Business
What does it take to scale a property management business without sacrificing the guest experience? For Steve and Kim Resnick, co-founders of HeavenlyRez and AirDNA’s 2026 #1 Property Managers, the answer starts with one principle: hospitality comes first. What began with managing their own Ocean City, New Jersey vacation rental evolved into a 100+ property operation built around five-star reviews, operational discipline, and a relentless focus on improving the guest experience.
In this episode, Jamie Lane sits down with Steve and Kim to unpack the systems behind their growth—from centralized linen operations and three-point property inspections to interior design, proactive guest communication, KPI tracking, and the strategic use of AI. They also explain why they’ve chosen to stay focused on a single market, how they think about property-level ROI, and why scaling doesn’t have to mean letting service quality slip.
Whether you’re managing a handful of properties or building toward a much larger portfolio, this conversation offers a practical look at how better processes, the right people, and a hospitality-first mindset can create a more scalable and profitable STR business.
You don’t want to miss this episode!
Key Takeaways
Build systems before you scale. Standard operating procedures, clear accountability, and consistent processes can help maintain quality as your portfolio grows.
Treat hospitality as the foundation. From proactive communication to 24/7 support, creating a great guest experience requires more than simply providing a clean place to stay.
Centralize what you can control. HeavenlyRez’s decision to bring linens and consumables in-house gave the team greater consistency, quality control, and operational visibility.
Use data and AI to improve—not replace—the human experience. AI can help identify trends in reviews, surface property information, and monitor KPIs while people remain responsible for meaningful guest interactions.
Invest in the property experience. Thoughtful design, durable furnishings, smart bed configurations, and consistent amenities can improve marketability, guest satisfaction, and ultimately owner returns.
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Connect with Jamie on social media
LinkedIn: https://www.linkedin.com/in/jamiehlane/
Twitter: https://twitter.com/Jamie_Lane
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Website: www.heavenlyrez.com
Instagram: @heavenlyrez
Facebook: HeavenlyRez
TikTok: @heavenlyrez
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Connect with AirDNA on social media:
Instagram: https://instagram.com/airdna.co
LinkedIn: https://www.linkedin.com/company/airdna/
Twitter: https://twitter.com/airdna
TikTok: https://www.tiktok.com/@airdna.co
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Episode 196