When I was 15 years old, our family of 5 packed up and headed to the mountains of Colorado.
My parents started a small property management company in a ski town called Breckenridge, and it didn’t take long for me to join the family business. I started in housekeeping, and then by the time I graduated college I was managing reservations and inspecting properties before and after guest stays. I have witnessed first-hand how guests were treating and leaving our properties.
People are can be very disrespectful when they have no connection to your or your property! We were seriously struggling with the fact that our guests wouldn’t following rules or departure instructions. One time I found a guest had spilled red wine on the floor and had decided to clean it up with my white bath towels. Other times I was pulling 6 or more bags of trash out of a property. It was frustrating, to say the least. By the time they departed, it was too late to call and explain the expectations I had for them. After a few years of these sorts of events we decided there had to be a better way and that is when our team came up a process, based on all of our experiences, so we could fix the issues we kept encountering.
It all came down to how we communicate with the guest and the connection we’re making before, during, and after their stay. A deeper connection results in fewer headaches and overall improved our guest’s stay because there were certain expectations set in place.
The Master Host Formula evolved and now we love sharing it with others. We’ve used this process to serve over 20,000 guests and we are able to enjoy having guests because this structure gave us a little more freedom.
Get a Housekeeper Cleaning Checklist, the Kitchen Inventory Checklist and the Departure Checklist
that we have used successfully in the homes we host!