251. Behind The Scenes Of A Large-Scale Property Management Company

Today we’re giving you an insider's view of a rockstar manager who is running a ton of rentals and has so much valuable experience and data to share. Whether you’re managing your own property, looking to partner with a management company or simply want to learn more about how it all works behind the scenes, today’s guest, Meaghan Moylan, is the perfect person to learn from when it comes to customer satisfaction and operational excellence.An industry leader with 8+ years of experience in the STR space, Meaghan leads a team of passionate and entrepreneurial-minded professionals at The Outpost Group, a private investment office based in Jackson Hole, Wyoming. The company's portfolio includes Outpost, Snake River Roasting Company, Terrain Landscaping and Snow Removal, O2 Cleaning, and Provisions Catering. Prior to her role with The Outpost Group, Meaghan held several leadership roles at 360 Blue, one of the largest luxury vacation rental businesses in the US. During her tenure with the company, Meaghan also assisted in the development of Key Data, a short-term rental data and benchmarking platform.In this episode we talk about what it was like to be a reservationist at a large vacation rental company and how the property management business has evolved. She shares advice for working through rate change mistakes and fixing those inevitable errors. She explains the benefits of having laborers work for you in house versus contracting out, why it’s so important to be able to unlearn and adapt to evolving industries, how to set and evaluate KPIs for different sides of your business, what situations warrant a refund, and how to provide an exceptional customer experience. She also provides insight into what she’s learned post-COVID, what the current landscape is for vacation rental management, how to communicate effectively and honestly with the property owners, and what to think through if you’re thinking about bringing on a property manager.Resources:LinkedIn: Meaghan Moylan Website: outpostjh.com#STRShareSunday: @sunsetinnvtThanks for Visiting is produced by Crate Media.Mentioned in this episode:Join us for our live Get More Bookings Bootcamp.Breezeway | Go to breezeway.io/tfv to claim your free implementation when you start a Breezeway account.Minoan | Minoan helps short-term rentals and boutique hotels enhance their appeal with their customizable, curated retail platform.Minoan | Visit MinoanExperience.com and tell them TFV sent you!