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In business for 12 years, iTrip Park City recently experienced a rapid surge–35% growth–in just a year and a half. That’s great news for the small but scaling vacation-rental property management company, which handles 110 properties in one of Utah’s most popular destinations. Accelerated growth, though, can come with growth pains. For iTrip Park City, those pains were felt most acutely in the area of guest care–an area where, fortunately, Extenteam offered the perfect solution.
“I started realizing we’re just a small team,” recounts iTrip Park City senior account manager Ashley Luke. “We only have five people handling owners and guests. It was getting really difficult for us, as we grew, to answer phones, and to maintain the level of customer service we wanted to provide to our guests.”
Especially when it came to after-hours calls and messages. “In the evenings, we’d been working all day. By the time we got an emergency call at 10 p.m, we’d been working all day, and we were all exhausted. No one had the energy to handle it,” Luke says.
And when guest service falters, Luke knows all too well, dips in reviews, return business and revenue can soon follow. Despite the immaculate cleanliness, ample amenities and spectacular mountain views of iTrip’s properties, their ratings started to suffer. “We saw a lot of: ‘It was great, but they’re difficult to get a hold of, we wish we could have reached them more easily,” Luke explains.
Despite a challenging season that saw record snowfall and many of the property problems that come with it–especially roof leaks, and hot tubs that had to be shuttered because of dangerous overhead icicles–iTrip saw guest satisfaction rise. And it achieved a milestone it had never been able to reach previously: Airbnb Superhost status, as well as a sharp rise in five-star Vrbo ratings.
Throughout the curveballs Mother Nature threw at Park City, and iTrip’s properties and guests, this past winter, “Our Extenteam members both did a great job at trying to make sure each guest was comfortable. They follow through and they follow up. Those are the two things that to me are most helpful, because I’ve got so many other things going on.”
Despite a challenging season that saw record snowfall and many of the property problems that come with it–especially roof leaks, and hot tubs that had to be shuttered because of dangerous overhead icicles–iTrip saw guest satisfaction rise. And it achieved a milestone it had never been able to reach previously: Airbnb Superhost status, as well as a sharp rise in five-star Vrbo ratings.
Then, come next winter season, iTrip Park City will be at it again, hosting happy skiers, snowboarders and holiday revelers. And they plan to bring on an additional Extenteam remote team member to make sure that guests, wherever they’re traveling from and however they plan to enjoy Park City’s wintry delights, have the sensational experience they expect, and deserve.
While Luke’s online research revealed multiple options for solving her guest-services staffing issues, Extenteam was the clear winner.
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Luke notes that she was surprised and thrilled by how easily the two Extenteam remote team members she brought on integrated into her business. And how adeptly they solved guest issues. Even though they joined the team in the middle of winter season, which is the Park City VRPM’s busiest time of year. “It was trial by fire,” Luke says, “and they hit the ground running.”
"Partnering with Extenteam has given us more coverage for shifts and hours. Their professionalism and performance have been highly beneficial to our company."
"The thing we liked the most about Extenteam was were dedicated employees. We needed next level. We needed them to do more than just answer the phone. We needed them to assist the guest from start to finish. Which Extenteam did."
"We have a very diverse team with different language, ethnic and family background. Respect for one another is incredibly rewarding. When our employees on the mainland, our Extenteam team members in the Philippines, or our employees here in Hawall interact, it is always clear we are ONE team. Thank you, Extenteam. We have no idea how we lived without you!."
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"Our Extenteam members are really hard working. They are highly educated. Technology is not a challenge for them. They don't have internet issues. These are quality employees. And that's a real difference from our previous remote staffing company."
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"It's really important, whether you're looking for a remote staffing company or you just know you have a problem that needs to be solved, that you find a company that puts effort and dedication into the team members they're recommending to you. Extenteam doesn't just say, 'Here's someone for your account, good luck'. They're going to find good talent, talent that can provide what you need. It truly is a partnership."
"Having things in a different zone is a benefit things getting done overnight, it's really boosted our productivity."
"Extenteam has been very impactful to our business by improving our ratings"
"We're about to add another 17 units to our portfolio, I feel more comfortable knowing that it's very easy and quick that if we need to pivot and get somebody fast to keep up with the growth we can do that. Extenteam does allow us to grow."
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"Since working with Extenteam it has helped us provide after-hours coverage to in-house guest and be able to help ensure that we can get bookings all day long. Guests aren't waiting for communications from us until the next business day which has really helped us"
"Partnering up with Extenteam has been one of the best decisions we've made last year. We take a lot of pride in customer service that we can offer during business hours."
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"We live in an area that it's really hard for us to get labor, specifically anybody that works on the front lines like guest relations, reservations, etc. We use Extenteam for our after-hours line and it has been a huge help for us."
"We're getting quality help and I can't find that locally"
"Partnering with Extenteam has given us more coverage for shifts and hours. Their professionalism and performance have been highly beneficial to our company."
"The thing we liked the most about Extenteam was were dedicated employees. We needed next level. We needed them to do more than just answer the phone. We needed them to assist the guest from start to finish. Which Extenteam did."
"We have a very diverse team with different language, ethnic and family background. Respect for one another is incredibly rewarding. When our employees on the mainland, our Extenteam team members in the Philippines, or our employees here in Hawall interact, it is always clear we are ONE team. Thank you, Extenteam. We have no idea how we lived without you!."
"Our Extenteam members are really hard working. They are highly educated. Technology is not a challenge for them. They don't have internet issues. These are quality employees. And that's a real difference from our previous remote staffing company."
"It's really important, whether you're looking for a remote staffing company or you just know you have a problem that needs to be solved, that you find a company that puts effort and dedication into the team members they're recommending to you. Extenteam doesn't just say, 'Here's someone for your account, good luck'. They're going to find good talent, talent that can provide what you need. It truly is a partnership."
"Having things in a different zone is a benefit things getting done overnight, it's really boosted our productivity."
"Extenteam has been very impactful to our business by improving our ratings"
"We're about to add another 17 units to our portfolio, I feel more comfortable knowing that it's very easy and quick that if we need to pivot and get somebody fast to keep up with the growth we can do that. Extenteam does allow us to grow."
"Since working with Extenteam it has helped us provide after-hours coverage to in-house guest and be able to help ensure that we can get bookings all day long. Guests aren't waiting for communications from us until the next business day which has really helped us"
"Partnering up with Extenteam has been one of the best decisions we've made last year. We take a lot of pride in customer service that we can offer during business hours."
"We live in an area that it's really hard for us to get labor, specifically anybody that works on the front lines like guest relations, reservations, etc. We use Extenteam for our after-hours line and it has been a huge help for us."
"We're getting quality help and I can't find that locally"
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"We're about to add another 17 units to our portfolio, I feel more comfortable knowing that it's very easy and quick that if we need to pivot and get somebody fast to keep up with the growth we can do that. Extenteam does allow us to grow."
Extenteam streamlines operations for Property Managers by providing top global talent and innovative software solutions, all while maintaining a “service-first” approach to drive success and efficiency.
