{"id":60601,"date":"2022-09-27T13:33:10","date_gmt":"2022-09-27T11:33:10","guid":{"rendered":"https:\/\/www.ovonetwork.com\/blog\/?p=60601"},"modified":"2022-09-27T13:33:14","modified_gmt":"2022-09-27T11:33:14","slug":"problem-solving-tips","status":"publish","type":"post","link":"https:\/\/www.ovonetwork.com\/blog\/problem-solving-tips\/","title":{"rendered":"6 Problem-Solving Tips for Guest and Property Managers"},"content":{"rendered":"\n<p><strong>Honesty and transparency are key to successful guest and property management. Things may not always go to plan, but it is the way we deal with problems that matters the most.<\/strong><\/p>\n\n\n\n<p><strong>It\u2019s important to deal with any issues effectively and efficiently, and be professional and honest with your guests.<\/strong><\/p>\n\n\n\n<p><strong>Here are our six golden rules of successful problem management, which will give you the confidence to deal with problems at the property you manage. And for more tips on becoming a property manager, check out our <a href=\"https:\/\/www.ovonetwork.com\/en\/property-management\">archive<\/a>.<\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-think-ahead\">1. Think ahead<\/h2>\n\n\n\n<p>Before guests arrive, think through potential problems and how you could reach solutions. For example, if the guests are travelling with a baby, make sure that the property is ready for them. Check that all the equipment, such as the cot and highchair, is in good condition.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-agree-on-limitations-in-advance\">2. Agree on limitations in advance<\/h2>\n\n\n\n<p>Make sure you and the property owner have a clear understanding of limitations. For example, will the owner accept damage up to a certain amount, such as 50\u20ac, before passing the costs onto guests? Do you need to contact the owner every time a glass is broken, or do you have the authority to replace certain items without the owner\u2019s consent?<\/p>\n\n\n\n<p>Know the owner\u2019s stance on what they\u2019re happy with. This is their second home, after all. Make sure you are aware of the house rules \u2013 they may have a strict no pet policy or an age restriction on swimming pool use. This reduces the risk of conflict as you can be confident of your owner\u2019s standpoint on certain matters.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-be-reasonable\">3. Be reasonable<\/h2>\n\n\n\n<p>Some leeway is necessary. Accidents happen. Does the owner really expect you to ask for 15\u20ac to replace something broken by accident when the guest paid over 4,000\u20ac to book the chalet? Make sure things like this are agreed upon in advance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-be-respectful\">4. Be respectful<\/h2>\n\n\n\n<p>Put yourself in the guest\u2019s position. How would you react if you and your family found yourself in a similar situation during your holiday? There are always at least two sides to a story. Try to be understanding of different circumstances.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-listen\">5. Listen<\/h2>\n\n\n\n<p>If you don\u2019t know what the problem is, you can\u2019t begin to resolve it. Don\u2019t assume \u2013 make sure you ask questions and find out what the guest\u2019s needs are.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-be-proactive\">6. Be proactive<\/h2>\n\n\n\n<p>If problems arise, deal with them as quickly as possible. Take photographs and share them on Whatsapp rather than sending long complicated emails. Guests will see you are reacting and owners will be able to make informed decisions.<\/p>\n\n\n\n<p>Remember that problems can arise before, during and sometimes after the guests\u2019 stay. An easy way to summarise the six golden rules and be confident in your problem-solving skills is to remember the <strong>L.E.A.R.N<\/strong> method\u2026<\/p>\n\n\n\n<h2 class=\"has-text-align-center wp-block-heading\" id=\"h-the-l-e-a-r-n-method\">The L.E.A.R.N Method<\/h2>\n\n\n\n<p class=\"has-drop-cap\"><strong>L<\/strong><em><strong>isten<\/strong><\/em> to what the guest has to say. Don\u2019t interrupt them or tell them to calm down. Ask questions and don\u2019t assume you have the right solution before you\u2019ve heard them out.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-drop-cap\"><strong>E <\/strong><em><strong>mpathise<\/strong> <\/em>\u2013 Put yourself in the guest\u2019s shoes. How would you feel if this happened on your holiday?<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-drop-cap\"><strong>A <\/strong><em><strong>pologise<\/strong> <\/em>\u2013 Say sorry, even if it\u2019s not your fault. Don\u2019t pass the blame and never hand out owner information, no matter how hard you are pushed.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-drop-cap\"><strong>R <\/strong><em><strong>eact<\/strong> <\/em>\u2013 Tell them the plan and when you\u2019ll get back to them. It\u2019s fine to go away and ask for help, but make sure you keep them updated. If needs be, remove yourself from the environment so you can come up with the right solution.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-drop-cap\"><strong>N <\/strong><em><strong>ow!<\/strong> <\/em>\u2013 Make sure you begin the problem-solving process straight away, do not let the issue linger! The more efficiently you handle the complaint, the more understanding the guest is likely to be.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>We hope you found these problem-solving tips useful. If you\u2019re keen to begin a career in property management<\/strong> <strong>in the French Alps, then visit our webpage to find out more\u2026<\/strong><\/p>\n\n\n\n<div class=\"block-ovo-cta-button\">\n  <div class=\"wp-block-button\">\n    <a href=\"https:\/\/www.ovonetwork.com\/en\/become-a-property-manager\" target=\"_blank\" class=\"wp-block-button__link\">Become a property manager<\/a>\n  <\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Honesty and transparency are key to successful guest and property management. Things may not always go to plan, but it is the way we deal with problems that matters the most. It\u2019s important to deal with any issues effectively and efficiently, and be professional and honest with your guests. Here are our six golden rules of successful problem management, which will give you the confidence to deal with problems at the property you manage. And for more tips on becoming a property manager, check out our archive. 1. Think ahead Before guests arrive, think through potential problems and how you could reach solutions. For example, if the guests are travelling with a baby, make sure that the property is ready for them. Check that all the equipment, such as the cot and highchair, is in [&hellip;]<\/p>\n","protected":false},"author":19,"featured_media":60640,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"mc4wp_mailchimp_campaign":[],"footnotes":""},"categories":[952],"tags":[996,312,542],"class_list":["post-60601","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-property-management","tag-complaint-management","tag-guest-experience","tag-property-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.9 (Yoast SEO v27.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 Problem-Solving Tips for Guest and Property Managers | OVO Network<\/title>\n<meta name=\"description\" content=\"Our six golden rules of successful problem management will give you the confidence to deal with property problems effectively.\" \/>\n<meta name=\"robots\" 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