About This Show
Sharing hospitality industry tips and advice for hoteliers on the topics of Quality and Service. Listen in for regular interviews from the hospitality industry professionals with a proven reputation for success.
Most Recent Episode
025: Vacation Home Rental Hospitality, with Ross Twiddy
When most of us think of hospitality we think of hotels and restaurants. But an area that has become increasingly popular is the vacation home rental market. In all of these industries – hotels, restaurants, and vacation housing rentals – the guest’s happiness is what ultimately determines success.
On this episode of Hospitality Academy, I brought in an expert on vacation housing rentals, Mr. Ross Twiddy. Ross is the president of Twiddy and Company, a family-owned and operated vacation rental business located on the Outerbanks of North Carolina.
Today we talk about how the hospitality of vacation home rentals compares to the hospitality of hotels, why we are all in the experience business, how he handles last-minute changes and much more!
Essential Learning Points From This Episode:
* How do you know what’s most important to the guests?
* What does he do to hire and retain great people?
* How are they different than AirBnB, VRBO and other vacation rental home companies?
* Why removing your “bad seeds” quickly is fundamental to your success.
* What does the “family” in “family-owned and operated” mean to him in terms of his staff?
* And so much more!
The topic of vacation rentals holds a personal interest for me, I worked as a rental manager for a home owners association and managed the rentals of several oceanfront homes in south Florida. The lessons I learned during that position have served me well throughout the years, so when I met Ross I knew he would be a great guest to share with you!
Ross’ company, Twiddy and Company, was founded in 1978. Today they represent over 1,000 private home owners and specialize in weekly vacation rentals. He says they also have a warm collection of folks who define hospitality with their smiles!
On this episode, we talk about why hospitality is ultimately an “experience-based” business. According to Ross, the experience is about the emotions your clients are feeling whereas the vacations themselves are about the mechanics.
The experience comes down to how they feel in moments with their family after they’ve worked so hard. Ultimately, his guests come to reconnect with their families and disconnect from their work, and the static of reality.