Every business no matter what the size relies on process and procedure. Over time as your business grows, the processes that once carried you through become cumbersome, outdated, and inefficient. This is when streamlining your operations is key to your business success and scalability.
Aircomms will delve into the depths of your operations, through discussions with staff, management, and business owners we will uncover all the areas that are slowing down your performance. No stone left unturned. Once we have obtained a thorough understanding of your SOP’s we will embark on a journey to revamp, reinvigorate and reenergize your systems.
We will tailor a solution to meet the needs of your business. We might use off-the-shelf software, custom software, offshore support or all of the above to provide the scalability and efficiencies you need to take your business into the future.
A major hurdle for operational success and efficiency is transparency throughout your business logistics. As a business owner and as a manager you must be able to see, at the stroke of key, the intricacies of your business operations. Through the implementation of software and know-how, Aircomms can establish a new means of operation within your company, so tasks, no matter what the size, will no longer be hidden behind ANY closed doors. All jobs, processes and procedures will be visible to you and those that need to see.
Another key component of transparency within an organisation is communications. We will work with your business to bring your company into the 21st century, a time where emails and phone are no longer sufficient. We can upgrade your internal business communications so all comms are transparent and all comms can be seen, monitored, and searched.
We are now in a truly global economy and there is no reason your highly paid on-shore staff should be doing anything other than high-level tasks. While hiring staff off-shore can reduce your staff costs by upwards of 70% AND free your skilled staff of laborious jobs, creating an off-shore team can be daunting, time-consuming, and difficult.
At Aircomms we will work with your staff to understand their duties and responsibilities. We will uncover any tasks that are mechanical in nature. These jobs will then be systemised, packaged and trained to off-shore operators. Our highly trained off-shore team can assist with any areas of your business, including but not limited to IT, Accounting, Data Entry and Customer Service.
Aircomms will continue to monitor the workflow and will be your interface with your off-shore team. This means a guaranteed continual high standard of output, no language barriers and you do not need to concern yourself with hiring, rehiring, training, and retraining staff along the way.
We are your one-stop-shop to off-shore success.
Just like guests, hosts can be very needy as well and often want to ask simple questions at ungodly hours. It is for this reason we have an after-hours SMS support channel for your hosts. Leave it to us to tell them how to get their keys at 11 pm on a Sunday night or advise them if there is a guest staying at their place at 1 am on a Thursday morning.
Our team will be there for your hosts after hours so you can get the rest you need to manage the day-to-day operations of your business.
For full peace of mind as a property manager, it’s not enough to know that your guest queries are being attended to in a timely manner. You need to know, in real time, what is happening on the ground and in the cloud. This is why we employ full operational integration systems to ensure you are in the know about the things that matter!
We utilise in-house communications systems to notify you about all the little things that can make a big difference:
Never again let a booking catch you by surprise. The Airbnb Instant Book feature is a must these days so the need for real-time live reporting on last minute bookings is essential. The all too familiar “oh no” moment when you realise that a dirty home or neglected maintenance issue is now staring your new guest in the face will be a thing of the past. Our team will live-feed to you all the relevant details you need to know for any last minute bookings as soon as they are booked!
Booking alterations can be a real pain, whether you need to make the alteration yourself or your guest has requested the alteration. Generally speaking, most guest management software (GMS) packages do not allow you to accept the alteration from within the software. This means logging into the Airbnb account and accepting it the long way or—even worse—missing the alteration request entirely! No more! You want to send an alteration? Just let us know and our team will take care of it for you. A guest has requested an alteration? We will let you know in real time and, as soon as we get the all clear from you, we will go ahead and accept. This applies whether it’s through your GMS or via the Airbnb account itself.
Positive reviews are the name of the game and nothing makes a bad situation worse than unhappy guests not having their issues swiftly dealt with. As soon as we are notified about a refund request, we inform the team and can take any number of actions at your direction.
We think it’s critical you know when your hosts are communicating directly with your guests. This is why we have our third party response notification platform. It’s important you are always one step ahead of your clients. If they are speaking to the guest directly, you need to know about it so you’re never caught off guard in conversation.
Another easily overlooked but ever so important factor: lost property. As soon as a guest notifies us about a missing item, we will inform your housekeeping and operational staff so everyone is the loop and knows to look out for it.
We will let you know when guests notify us of maintenance issues. This ensures your team can stay on top of all the little things that go wrong and your homes are always being cared for.
We will notify you separately of any urgent maintenance issues as these sorts of problems cannot wait. We will work tirelessly to ensure your team takes care of these issues and will stay connected with your guests through the resolution process.
Responses to FAQs will form the foundation of guest communications. That’s why we go to great lengths to tailor our FAQ database to meet the needs of your company and to ensure our responses are aligned with your company protocols.
Together we will craft a comprehensive and detailed database that will ensure your guests are getting 5-star responses. Our FAQ systems do not follow a simple question/answer methodology. We employ multi-layered logic systems (MLLS) to ensure guests receive the most accurate responses to their queries.
MLLS will enable you to provide a level of customer service that is unparalleled in the industry.
Below is an example of a MLLS and our team’s process:
Scenario:
Your minimum booking is 3 nights. Check out is 10am and check in is 3pm; a guest has requested a late check out:
There are ONLY 1 or 2 vacant nights available after the reservation
There are 3 or more vacant nights after the reservation
There are no vacant nights after the reservation
This means there is no possibility of a booking occurring on that day. Therefore, housekeeping will be under no pressure to clean by 3pm and we can offer a late check out at a time of your choosing.
This means there is the potential for a last minute booking. We ask the guest to enquire again 24 hours before their check out day.
We advise the guest that a late check out is not possible because the housekeeping team will need to prepare the property for the next guest.
Our team will apply the same logic as above
Our team will notify housekeeping of the late check out to ensure cleaners do not attend the property at the standard 10 am check out time.
