Episode 8 - The Mom Test: Steve Resnick on Running 90 Properties Without Losing the Heart of Hospitality

The hospitality industry is changing.We are here to raise the standard.𝑻𝒉𝒆 𝑮𝒍𝒐𝒃𝒂𝒍 𝑯𝒐𝒔𝒑𝒊𝒕𝒂𝒍𝒊𝒕𝒚 𝑪𝒐𝒍𝒍𝒆𝒄𝒕𝒊𝒗𝒆 is a worldwide community for hosts, property managers, boutique hoteliers, and hospitality professionals who believe exceptional guest experiences still matter.Join the community:👉 The Global Hospitality Collective Community -- https://www.theglobalhospitalitycollective.com/🎟️ Explore the STR Hospitality Summit -- https://www.theglobalhospitalitycollective.com/summit🎓 Join the Hospitality Certification Movement -- https://www.theglobalhospitalitycollective.com/accreditation🎙️ Listen to the Global Hospitality Collective Podcast -- https://www.youtube.com/playlist?list=PLJnN6PiYthC2LPuLW4IasQg45tj4Wl6x1Hosted by Jodie OdlinSubscribe for:𝐇𝐨𝐬𝐩𝐢𝐭𝐚𝐥𝐢𝐭𝐲 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬𝐀𝐢𝐫𝐛𝐧𝐛 𝐚𝐧𝐝 𝐬𝐡𝐨𝐫𝐭-𝐭𝐞𝐫𝐦 𝐫𝐞𝐧𝐭𝐚𝐥 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬𝐆𝐮𝐞𝐬𝐭 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐭𝐫𝐚𝐢𝐧𝐢𝐧𝐠𝐈𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐜𝐨𝐧𝐯𝐞𝐫𝐬𝐚𝐭𝐢𝐨𝐧𝐬𝐁𝐞𝐡𝐢𝐧𝐝-𝐭𝐡𝐞-𝐬𝐜𝐞𝐧𝐞𝐬 𝐡𝐨𝐬𝐩𝐢𝐭𝐚𝐥𝐢𝐭𝐲 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐑𝐚𝐢𝐬𝐢𝐧𝐠 𝐇𝐨𝐬𝐩𝐢𝐭𝐚𝐥𝐢𝐭𝐲 𝐒𝐭𝐚𝐧𝐝𝐚𝐫𝐝𝐬, 𝐓𝐨𝐠𝐞𝐭𝐡𝐞𝐫.-------------------------------------------------------------------Steve Resnick didn't get into the hospitality business to build a portfolio. He got into it because of a place, a family, and a memory he wanted to protect. When he and his wife Kim started vacationing in Ocean City, New Jersey, they weren't thinking about co-hosting or concierge services. They were just trying to hold onto something precious. That purpose became the foundation of Heavenly Rez, a hospitality-first property management company now managing 90 properties in one of the Jersey Shore's most competitive markets.In this episode, Steve shares:Why he and Kim decided to stay hyper-focused on one market rather than expand, and how that discipline made them the best at what they do in Ocean CityThe "mom test": the simple standard he applies before taking on any propertyHow he turned a teardown of a property into a flip, a profit, and a long-term co-hosting relationship with the buyerThe Heavenly Rez Hospitality Hub: a 5,800-square-foot operations center that powers a centralized linen service, color-coded bagging system, and three-point cleaning certification processWhy providing linens is genuinely a differentiator on the East Coast, and what it takes to do it at a level that feels like a hotelThe concierge store: pre-stocked fridges, bellhop service, daily beach caddy setup, private chefs, and golf cart rentals, all optional, all designed to take the vacation experience up a levelA midnight AC emergency that became a five-star story, and why 24/7 guest support with a sub-7-minute response time is non-negotiableHis framework for scaling: people, process, and technology, and why what worked at 10 properties completely breaks down at 90Why perfection isn't achievable, but the pursuit of perfection always is"Perfection is not achievable, but the pursuit of perfection is achievable."If you've ever wondered what it really looks like to build operations that hold up at scale without losing the heart of hospitality, this one is for you.Resources + Links:Hospitable Hosts Couples Edition Breezeway Hostco Owner Rez Monday.com Loom Connect with Steve Resnick:heavenlyres.comInstagram: @heavenlyresFacebook: @heavenlyresYouTube: @heavenlyres_ocnjConnect with Tanya Rooney:https://www.instagram.com/tanyarooneymnhttps://www.facebook.com/TanyaRooney28Check out her properties:www.yyhmn.comAirbnb Host Profile