[FESTIVAL] Tribulations of a Successful Hostess

[Liv]

This topic is part of the Community Center Festival of Hospitality.

The original topic was published in the Spanish-speaking Community Center by @Gloria342 and we have translated it below.

Hello, everyone!

Before you criticize me for the vainness of the title, I would like to clarify that we all are successful! We work hard, do our best, listen to our guests to improve, take care of the details, maintain friendly and efficient communication, manage the listing, respond with a sense of urgency in the face of unforeseen events, take cleanliness and safety into consideration, make sure we meet our guests' expectations, exceed those expectations more than once and, being able to live up to them, we enjoy the economic benefits that correspond to our efforts.

As a little girl, I would hear my grandmother always saying,"Take care of what's yours, or someone else will." This memory popped into my head with so much force when I made the right decision to join Airbnb. I got down to work and started this project with enthusiasm and delight 5 years ago, and right from the very beginning, I'd already had enough...What about the furniture, what about the decor, colors, lights? Wood or glass? What about the railings and home safety? Personal welcome or self check-in? Instant Book? House Rules?

Phewww!!! And the cancellation policy?...I didn't know anything about the Security Deposit, and pets? I burned the midnight oil reading so much and finally made the best decisions, or at least that's what I thought at the time.

With so much pride, I received my first booking requests in no time - how exciting! Which one's the best option? I have to decide among multiple guests, now what? How can I reject them with a nice message? What else should I ask them? What if I'm wrong?...

The notification alerts never ceased, and in my head sounded a sparkling cash register without allowing me to think for a second, hahaha! It was a long weekend, and there were no accommodations available. It provided a suggested rate and I offered a discount on my first reservations - one of the many "beginner's mistakes" that I now find amusing to remember (to be honest, at that time they were not fun at all).

That's a blast from the past!!! The platform had 40 accommodations available in my small yet much-visited touristic and colonial city. My calendar was always full; I was answering inquiries, accepting bookings, welcoming guests, and running other errands. Time flew so fast, and I soon realized I needed a work team, and it sounded really good when, feeling a sense of belonging, I heard myself saying, "Our cleaning team" and "Our maintenance team." I still remember my smile of satisfaction when issues were resolved professionally and efficiently, resulting in happy and thankful guests, 0 complaints, and 5 stars.

Everything was smooth sailing: we were already 80 on Airbnb, and our team remained in the Top 10, with some tweaks, of course! We kept working, changing, improving, but above all... learning. There were troubles, some unforeseen events that we could not solve, first bad review, first account lockout... I got so scared! Then more learning, more experiences, some guests I should've rejected, more than 150 listings now available, and more and more accommodations. We no longer had our great-looking 5 stars, fell into the Top 20, and encountered more troubles. What to do now? It was almost the chronicle of a disaster waiting to happen: there's just too much competition. Should we lower the rates? Change gear? No, more strategies, more services, more discounts, better quality, and a whirlwind of stress... I got carried away and lost the single most important focus.

Until last year, there were more than 300 accommodations, and the struggle continued. Then suddenly, almost without a warning, everything ground to a halt: months of blocked calendars (as health is wealth), no staff, no "work teams," bed sheets on furniture, cities and countries closed, and the silence of all those who unfortunately succumbed...How sad!

My previous "anguish" as a hostess struggling to retain her place in the online rankings disappeared to give way to what is truly essential, then more learning, and with that my extremely grateful digestive tract. Gastritis, colitis, and other "itis" disappeared. I kept myself busy with housework as I missed my hectic everyday life. I regained the focus that I lost at some point without me realizing it. Then ideas flowed.

Gradually, the notification alerts returned. I started reading the general information notices and some tips at my own pace. Bit by bit, queries appeared, then some confirmed bookings. Summer arrived, and travel, just as announced, resumed.

What a joy wearing work overalls again! The coveted green in my calendar took me by surprise...Hahahaha! The strategy worked! Clean, adjust, put in more flowers, while keeping hope and faith alive... I no longer waste my energy counting accommodations, and I do what I love, here and now, remembering that "The sun shines for one and all." I'm convinced that soon our staff will return, and I'm confident that the work I've done will bear fruit. In the meantime, "I'm taking care of what's mine," and if I run out of time, I'll welcome my guests in overalls, but with my hair properly coiffed!!! 

Lots of love,

Gloria

[Loni56]

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[Miloud0]

Salute @  Gloria342

Thank you for this so interesting subject 

Thanks, 

Miloud

[Michael6001]

Thank you for sharing your interesting and insightful experiences. Am sure many hosts can relate to what you've had to go through.