Welcome to part one of sojo’s Back of House Operations Playbook, where we’ll dive into how advancements in tech help property managers stay ahead of the curve. In the past year, we’ve seen a surge in the use of artificial intelligence across all industries, and the hospitality industry is no exception.
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Emerging Vacation Rental Tech Trends
From smart homes to booking platforms, tech and AI are changing the game. Property managers are using it to automate and streamline administrative tasks, improve team efficiency, make life easier for guests, and reimagine customer service.
1. Smart Home Technology
Property managers should consider smart home tech including lighting and thermostats, making the homes more energy efficient cutting utility costs and improving sustainability.
Keyless entry systems allow for remote access and code management, eliminating the need for physical keys and providing greater security. Guests can check in and out themselves, and property managers can change codes remotely before check-in for new reservations.
Property managers can help enforce Airbnb’s no party policy with noise-monitoring sensors like NoiseAware, that detect excessive noise levels and send an alert.
2. Chatbots & Virtual Concierge
When it comes to customer service, chatbots are a virtual concierge that responds to guest inquiries automatically, freeing up property managers to handle more complex issues. They can even be used to recommend local attractions, restaurants, or activities based on guest preferences. In the past year, Airbnb unveiled some AI-powered features, with plans for even more. A key test involves using generative AI to summarize reviews, considering factors like customer service interactions.
3. AI-Powered Search
Airbnb CEO, Brian Chesky believes AI can also enhance search, identify amenities from photos, and improve customer service, especially language translation and helping to streamline policy analysis for both users and support agents. The STR platform’s new AI-powered photo tour helps arrange images uploaded by the host by different rooms automatically.
Generative AI has transformed Airbnb's guest review system, analyzing different metrics to determine which listings get a new “Guest Favorite” badge.
4. Automated Stay Upsell
Breezeway’s automated upselling in messaging has also proven to be beneficial and lucrative feature. Automating early check-in messages is one example of how it’s improved processes. “Everything is interconnected, and everything talks to one another, Alex said. “It’s pretty important.” Adam agreed, “Have that automated check-in (message)—‘We’re here for you’.” The panel agreed that consistency is key, and automating communication has been key this with building their brands, customer retention with repeat bookings.
The Vacation Rental Tech Trends' Takeaway & How sojo Can Help
As technology continues to evolve, we can expect to see even more innovative solutions emerging. With all these tools available, property managers should consider automating their work so they can focus on delivering better experiences for guests. While AI can be a useful tool in the industry, it can’t fully replace a key part of hospitality: human interaction.
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