• Achieved 92% occupancy rate in 2016• 2015 Became the most booked property on HomeAway/VRBO in East Hampton, CT • 2016 Became the most booked property on HomeAway/VRBO in Middlesex County• 2017 Currently in the top 3 search results on HomeAway/VRBO for Central CT• Earned over 38 five star reviews in 1st 2 years of operation• Developed relationships with local Realtors, Businesses, Hospitals, Conference Centers, Universities, Insurance Companies and Wedding Venues to offer short-term housing• Manage a full-time property manager and 3 part-time housekeeping personnel• Maintain the fastest inquiry response rate measured by HomeAway of less than one hour• Focus on personal customer experience for each guest party• Work customer contact database to increase customer relations, repeat bookings and referrals• Currently promoting storytelling videos though guest experiences to promote both Lakeside Ferns and the vacation rental home industry• Attend annual HomeAway Summit Conferences for Vacation Home Business Owners

Revenue Management• Analyze properties monthly using key data and make adjustments in pricing and advertising.• Create differentiators to support continuous rentals and profits.• Use all Social Media and advertising strategies to optimize revenue.• Continually re-evaluate investments, considering new properties.• Encourage repeat customers to increase revenues and stability of income.Real Estate Ventures• Vacation Investment Property Advisor; use data from AirDNA and Transparent to analyze vacation rental costs and income potential of properties.• Advise 100+ investors on the suitability of specific properties and markets for STR.Property Maintenance / Turn Over• Evaluate each property for maintenance and repairs on a monthly basis.• Experience with all maintenance, large and small: landscaping, window and door replacement, wood siding, kitchen and bath remodels, finishing garage space, flooring, interior design, and furniture, etc.• Manage remote turn-over team in Connecticut consisting of handyman, housekeeper, landscaper, etc.• Use Properly App, in addition to on-site cameras and photos to assure quality work.• Bed Bugs: Expert training for prevention, early detection and effective remediation.• Safety: Contract with Breezeway to provide a safety certification inspections for guests and property ownersGuest Communications / Hospitality• Monitor auto-messaging constantly; excellent communication reviews from online travel agencies (OTAs).• Hire and train my own Hospitality Manager for remote, Connecticut properties.• Create a personalized guest experience from initial inquiry to post stay.• Utilize TouchStay electronic welcome books customized for each property.

Expert training in how to evaluate short-term rental properties for investment.

• Direct the guest experience team.• Provide initial and ongoing training for guest experience associates.• Create and maintain a structure for reporting, communication, and hand off of reservation notes from one guest experience staff member to the next.• Conduct quality assurance checks on the messaging done by guest experience associates.• Be available to guide guest experience associates when needed or available for troubleshooting or escalation as appropriate.• Expand and/or establish clear standard operating procedures for guest messaging and reservation management.• Aggressively pursue and monitor support cases within a defined strategic approach.• Manage all incoming reviews.• Download and collate review data for all spaces. • Disseminate review feedback to the appropriate department.• Respond to reviews.• Monitor feedback for trends, calculate statistics, and provide regular reporting to the management team.

AVROA is a nonprofit, nonpartisan organization dedicated to supporting vacation rental owners and managers.