La Airbnb concierge is a service profession. We serve both the host (the owner) but also the traveller. Two targets with very different needs. And all the art of the janitor, and many concierges express it very nicely, is human. The personal touch that is put into the relationship with the other. Indeed, in relationships, what is important and we do not admit it much: it is recognition in the other person. A give-and-take interaction. Giving and receiving. In addition, in service professions, we cannot forget that it is important to please. But also to receive in return a positive opinion, a recommendation. That recognizes the impact your efforts have had on the lived experience.
Maybe you are different? That said, social networks and websites often display the pride of hosts and concierge services whose quality of work and relationships have been recognized. Today, the future user/consumer relies mainly on the opinion of their peers more than on oriented advertising. Indeed, the more the quality of service is highlighted, the more this will reassure travelers and owners.
And more, in the end, you will be lucky to rent a property in the middle of the plethora of short-term rental offers. If art (the human) is important, should we nevertheless give up the technique (the digital)? What if OIQIA told you that in order to grow... we could not do without Airbnb 2.0 concierge, who combines the two?
If you realize right now that you will have neither the time nor the energy to take care of your short-term rental property, OIQIA offers you to manage it from A to Z, for you.
From the writing of your announcement to the autonomous entry of your guests to cleaning your home, we take care of everything!
To find out more or to contact us simply click here: I discover OIQIA
All the art of our profession of Airbnb concierge, although this word is not always a happy one, is to serve the needs of the owner and the traveler. Multi-faceted, we need to please, surprise and exceed expectations to stand out from the crowd. Create a link. Avoid conflicts inherent in interpersonal relationships. Especially when we have trouble aligning our respective needs. Or our communication.
The service profession and therefore Airbnb concierge is not available to everyone. This profession does not currently have legal recognition (no specific APE code, among others). To learn more about this topic, we recommend this great article: What APE code for your private concierge? (it's essential) - Eldorado (eldorado-immobilier.com)). But that presupposes numerous qualities: discretion, friendliness, reliability, smile, etc. Inspiring trust as well. As we often say, the owner entrusts us with the keys to his “house”. A place that he invested emotionally and financially. Fears inhabit him: “what if my property was trashed?” “What if the door was left open?” “What if my furniture and knick-knacks are stolen?” “Shall we party there?” “Or if the traveller was unhappy and I couldn't rent him enough afterwards?” “What if I lost money trusting him when I could do it myself?”
The art of pleasing is the art of creating trust. The owner trusts us. He places expectations in our relationship and we know it: this job is a human job. We do business with us. US. The art of pleasing is rewarding. Of course, service jobs are based on this premise: you have to know how to take care of yourself, be attractive and seductive. Be friendly and meet customer expectations. We love the owner. We want to make him happy.
The art of pleasing is the beginning of the relationship with the owner. But this owner is not the only one we are going to have to satisfy. We also have end users, travelers. And we don't know the traveller. We have not established (with some exceptions) a relationship with him in the past. In addition, the owner expects us to meet the expectations of this traveller because we represent them. We are acting in his place. The art of surprising means anticipating the needs of your customer. This is what will allow us to arouse in him the desire to recognize the quality of our service. How to apply the art of surprising? It is our personal touch as a service provider. Some will support the welcome in a very caring way (personalized little words, etc.), others will offer goodies. Will develop a welcome guide that represents what the owner likes and recommends. That is the art of surprising. You react according to your personality and what you think you expect from the traveller. If he is surprised and, in fact, very satisfied: he will know how to recognize the quality of our work. This is of course a belief: the traveller is not always in good faith.
The art of perfectionism is the art of “doing even better.” The art of Airbnb concierge is to provide impeccable accommodation, whose cleanliness criteria are worthy of those expected in the hotel world. But be careful, a traveller has cleanliness requirements that are his own. In fact, achieving a certain degree of perfectionism makes it possible to exceed customer expectations in most cases. But does not protect those who are eyebrowsed. Picky people. People with bad faith. Perfectionism also takes time. Time is not always as profitable as you might think.
The expectations of a customer (owner/traveller) still remain something quite obscure about which we do not know everything. Sometimes, without realizing it, in his language, through his promises, we add layers to them. Example: we insist on the fact that we provided him with goodies (small samples, basic products). It was not part of his initial expectations but now we have created a new expectation on his part. By meeting beyond his expectations, we have exceeded them: that is the art of the service provider. Making the experience unique.
But this art, fundamental in a profession such as that of Airbnb concierge, should it absolutely exclude all technology? Any digital tool? In other words, does digital technology want to “assassinate” this art that is so finely developed and that we have made our own?
We are committed to an art: the art of Airbnb concierge, developed above. But admit it: did you think about including technology in your daily job? In addition, you have heard about connected locks, key boxes, QR codes to digitize welcome documents? However, even thinking about it, you may not be sure if you need it. However, you are increasingly seeing businesses automating their processes flourish. Promising revenue optimization. Profitability guaranteed. And if that were it, the future of Airbnb concierge?
“Digitalization is killing humans”: how many times do we hear this diatribe? It's a bit excessive all the same isn't it? Because tools are used to make our lives easier, to help us be more efficient, more effective. Why oppose it diametrically, without giving it a touch of curiosity? The profession of Airbnb concierge It's two things. Make the owner's rental property profitable and increase the level of traveller satisfaction.
And that, while avoiding as many interpersonal problems as possible on the road map. The management part of the profession is not a matter of art but of technique. Of course, you can continue to write everything down on paper. Excel spreadsheets can be used for management purposes. But digital tools adapted to our job are still better, right? In addition, many tasks can be automated (synchronization of schedules, etc.). Digital tools, as designed by OIQIA, have this mission: to save time. Because an email, even automated, can provide a small personal touch for the concierge. Imagine if you could have a tool in your hands that would exactly meet your management needs? In the end, does your art want to express itself in time-consuming management tasks? Distribution of tasks? Or with your customers?
It is a belief but a totally tenable point of view. That said, why not also take into account the needs of travelers in a hurry? Travelers who are not prone to exchanges, who do not want a welcome that lasts forever? Who is waiting to take possession of the rented property independently? Knowing that they can contact you for any unresolved need. So yes, reception can be digitized. Maybe not for everyone, maybe that's all your art: knowing when to greet in person and when to use technology to save time and improve your daily life.
At OIQIA, we are implementing connected locks (read our article on smart locks) in order to promote the autonomous entry of the traveller. Is he dissatisfied? No. Because the art is to let him know before and to indicate it in his reservation. His expectations are in line with the service. And the saving of time allows us to focus on factors that seem more essential to us. Like promoting the unique experience via a traveller application. Who will offer him, among other things, additional services allowing him to take care of him on site and whose aim is to exceed his expectations. In conclusion, OIQIA has chosen to express all its art in the unique traveller experience by using technology to develop what it considers essential: traveller satisfaction.
Remember Steve Jobs... the man who didn't listen to his customers... He said “to create new needs, to take customers at the wrong foot, to make a difference in a market, you have to know how to surprise your customers.” How many service providers have already been confronted with owner customers who are reluctant to delegate part of the management of their property? And who finally end up delegating everything entirely? Their needs have simply changed. Because the customer does not always know what they are going to need when they express it.
If Steve Jobs had listened to his customers, would we have an iPhone today as we know it? Your customers, you say, are against automation. Against digital technology. They want humans. But in the end, is their objective primarily to make their property profitable or a solution to protect themselves from their fears?
Of course, some concierge services will say that “it passes.” There are always ways to make this work on a daily basis. Even if you lose money by devoting time to certain tasks instead of doing others that are more profitable. To develop effectively and improve profitability, there is no miracle recipe: you can cut costs or increase revenue. Cut costs? Automation and digitalization help. Increase revenue? Difficult to develop by multiplying rentals while remaining without tools. Doable, but... at what cost? At the price of what sacrifice (s)?
We are not going to hide it, digitizing is expensive in terms of development. Of course, digitizing a welcome booklet or another document with a QR code is simple. But creating a channel management tool from scratch,... It requires computer development skills. Many providers offer them today, at various prices. How do you find your way around? It is essential to define your needs from the start so as not to generate post-purchase dissatisfaction. And then, the human factor, of course: the relationship of trust with the service provider is important. Does he understand your needs? Your difficulties? Is he listening to you? At OIQIA, we make it a point of honor.
Also, the traveller application developed by OIQIA is there to save you time. And promote traveller satisfaction by ensuring a unique experience. The application already developed only requires your information on the location and the best deals. Once you get in and check in, you don't have to think about it anymore.
Is it expensive? The question should rather be: what will I gain if I digitize? How much additional revenue will I generate versus the cost of digitalization? Do you want to develop yourself in order to be able to make a better living from your activity? Making money means auditing our operating methods (an external opinion is often interesting). And look for ways to improve them. In the end, in order to develop, it will in any case be difficult (impossible) to do without profitability.
In conclusion, the Airbnb 2.0 concierge will be the winning concierge who will be able to combine the art of interpersonal relationships with technology, an essential tool to make its business profitable and ensure its growth. Technology (digital technology) is not the enemy: only a tool made available to save time and money. For the OIQIA team, humans are the center of their universe: to be there for the owner and the traveller, to meet their expectations, to follow up on their requests. Establish a relationship of trust and do not take this assertion lightly. That's what humans are. But digital technology, what happiness... Processes are fast thanks to automation. We spend time with our owners. Our travelers. When it matters. And technology does the rest: billing, synchronization etc. Which, in the end, doesn't need our art.
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