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Welcome to
Tea with
Brittany Lea
Presented By:

With Special Guest
“VRM’s Welcome Home: Keeping
Guests Happy With Minimal Effort
Mike Mueller
of Virtual Resort Manager
www.virtualresortmanager.com/tea-with-brittany-lea.asp

Meet Mike
? Been in sales for over 35 yeas
? Lives in Richmond, Virginia
and is married to his high
school sweetheart since 1973
? Worked with VRM in the
“early years” 2004-2006
? Joined our management team
here at VRM again early this
year.

Welcome Home Complete
Welcome Home Lite

Welcome Home Lite
!Auto Event
based on reservation events
!Manual Email – Emails created and sent manually for
specific events.
!Administrative messages
!Emergency notifications
!NO Guest Extranet integration
!NO Text messages

Auto Event Email Messages
These email/text messages can automatically be sent based on
various events. Included in both Lite and Complete:
!Date reservation was created
!Thank you message for reservation, after the reservation is made
!VRA signed/not signed – number of days after
!Travel insurance paid for/not paid for
!Check In date/time
!Check Out date/time
!Thank you for payment made
!Reservation canceled date/time

Automated Event Message S
? Advance notice 2 weeks prior to arrival-check in info-items to pack, etc.
? Advance notice day before with arrival and key code info
? Day after arrival-reminder to call with concerns
? Reminders for trash pick up-check out day/time, other info.
? Survey sent day of check out
? One week follow up-survey
? Reminders throughout the year to book, remind friends, etc.

Manual Event Message S
? One time only messages
? Local Events or activities
? Relate information to a specific guest, reservation,
or time.
? Update guests in times of inclement weather
? Can be scheduled for now or later ( except in the
case of an emergency event)

Welcome Home Complete
Integration with Guest Extranet?
Friendly information tool for guests
!Property Google maps
!Property Specific Information
!Area Specific information
!Categories of virtually?anything?you would like; i.e.
churches, place to eat, things to do etc.
!Guest may add other members to receive messages

Event Messaging-Housekeeping - Complete
! Timing can be either the reservation start/end date, or the
check in/check out time.
! Can be either before or after that criteria.
! Send message to guest at a period of time before a
reservation when the property is available.
! Send message to guest at time of arrival that the property
is/is not ready.
! Send message to guest after the arrival time, that the
property is available.

Event Messaging additional - Complete
! Can be tied to check in or check out.
! Use either the reservation date, or checkin/check out time
! Can be either before or after that criteria.
! Send message to guest at a period of time before a reservation
when the property is available.
! Any time a payment is made, you can send a thank you/notice
that payment has been received.
! When a reservation is created-you can send notification based on
time after the reservation is created.
!Notify if VRA hasn’t been returned.
!Notify if Travel Insurance hasn’t been selected.
! When a reservation is canceled, you can send a notification.

How Maureen Regan of Seaside Rentals
Uses Welcome Home:
? Advance notice about 2 weeks prior to arrival to remind guests of
directions, check in time, etc
? Advance notice day before or day of arrival with the above info, plus
a key code in a few instances
? Day after arrival, reminder to call us with any concerns and how to
reach us after hours
? Day or two before check out, reminders about trash, check out time,
keys, etc
? Day of check out, survey and re-rental form
? 1 week follow up – survey again.
? We can also see how it would be helpful through out the year for reminders
to book, tell friends to book, specials, area info and events, to check our
social media, etc

How Ellen Garris of Sun-Surf Realty Uses
Welcome Home
We use Welcome Home to notify guest that the property is ready. Guest no longer have to stop by the
of?ce until the property is ready for them to check-in. During the busy summer months, it saves the
rental department time because they would have to continue checking to see if the property is ready and
then remember to call the guest. The
text as well.
?
7 days prior to check-in, an email is sent reminding the guest that the property does/does not provide
linens. This also serves as a reminder that they may contact us to add beach gear prior to arriving. We
provide information on the check-in time and a list of suggested items to pack that we ?nd is very helpful.
?
On Friday before the guest checks out, we send an email to remind guest of the check-out procedures.
This has been helpful to our housekeepers as it speeds up the preparation for the next guest when they
do not have to perform extra cleaning because the previous guest did not follow directions.
?
In the event of
?
We have received only positive feedback from our guests in regard to these noti?cations.

Questions
Use The Ask Question Feature
in GoToWebinar

With Special Guest
“Why You Should Seriously
Consider SmartHome Adoption
Greg Burge
of Point Central
Join Me Next Month For…
http://bit.ly/TWBLSmartHomeAdoption

Connect with Brittany
? Facebook: facebook.com/
virtualresortmanager
? Twitter: @vrmbrittany
? Instagram: @vrmbrittany
? Check the Blog (Fridays):
virtualresortmanager.com/
blog

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Tea with Brittany Lea March 2016

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Tea with Brittany Lea March 2016