Remarkable homes require remarkable service, and we believe that combination results in remarkable experiences for vacation rental homeowners and their guests. This blog series sheds light on people and creative solutions helping to make these experiences happen.
Service in the Smoky Mountains
In 2019, homeowners Joel and Amanda had ambitious goals and high expectations for the performance of their sprawling vacation rental estate in Gatlinburg, Tennessee, which they felt TurnKey could help them achieve. In addition to their revenue targets, they wanted to be sure that communications with our team were clear and reliable, and that the maintenance and care of their home was second to none.
Knowing the special care and concern Joel and Amanda had for their home, our dedicated team was excited to take on the challenge. Now, two years later, it has taken strong teamwork and innovative solutions to help this home perform above and beyond Joel and Amanda’s expectations … and be on pace to exceed their 2021 revenue targets!
Find out how TurnKey’s local and national teams worked together to achieve remarkable results for this remarkable home.
A Remarkable Home: Gatlinburg Mountain-View Estate
“As soon as we opened the front doors to this home it was like a scene in a movie. This home is absolutely amazing and we will be staying here again in the future. The home was clean and had everything you needed. The furniture was gorgeous and the views were spectacular. Thank you for sharing this lovely home!!!!” – Lindsey W., February 2021 guest
Nestled near downtown and Ober Gatlinburg, surrounded by stunning views, this mountain villa sleeps 21 guests and features six bedroom suites appointed with a plush king bed and a private mountain-view balcony. The three-story home makes the perfect getaway for multi-generational families or large groups. Guests will appreciate jaw-dropping views of Mount Le Conte and quality time together playing pool, eating dinner outdoors or gathering around the fire-pit to watch the stars come out.
When booking a luxury home like this, guests expect remarkable service, every time. With over 6,500 square feet of living space, seven bedrooms and seven baths (plus two half-baths), two full kitchens, six balconies, and two decks, this home requires specific maintenance, cleaning and scheduling to accommodate both the homeowners’ expectations and the home’s needs.
Joel and Amanda started working with TurnKey in 2019 to manage their home. Understandably, they wanted to ensure their home was inspected regularly and cleaned thoroughly between stays, and maintenance items were addressed quickly. TurnKey was up to the task, but it can take time to build trust with a new partner.
A Remarkable Team: Kristen & Caitlin
As their Home Care Supervisor, Kristen has worked with Joel and Amanda since she started working at TurnKey in 2019. Inspired by her own love of travel and the outdoors, Kristen has gained a reputation for going above and beyond the needs of the home to ensure a remarkable experience for the owners and guests.
For instance, due to the home’s size and unique amenities, Kristen caters her inspection process to meet the needs of the property. She’s also created a process to communicate with the homeowners based on their specific preferences.
“My favorite thing about working for TurnKey is having a challenging job, in an exciting environment with beautiful mountain views. I take pride in caring for the remarkable homes we have here in the Smoky Mountains.”
Caitlin also started with TurnKey in 2019, but as a Homeowner Success Manager, serving as the owners’ central point of contact for managing their property. Cailtin is known for her striking ability to work well with anyone, earning a reputation with homeowners as being responsive, diligent, and transparent.
“I love working for TurnKey all because of my teammates. I would not be able to do it without each of them.”
A Remarkable Solution
When Joel and Amanda expressed concerns over TurnKey’s ability to maintain and properly clean a home of their size, our team sprung into action. Kristen and Caitlin organized a call with them to make sure everyone was aligned and clear on expectations. Together they landed on a solution to work closely with a new housekeeper on the specific needs of this home, and temporarily inspect the home more frequently to keep tight controls on quality. But expectations were high.
Knowing it was critical to building trust in the partnership between the homeowners and TurnKey, Kristen and Caitlin proactively communicated on a near daily basis – with each other and extended members of the TurnKey team – to address the needs of this home. They also communicated together with Joel and Amanda to ensure a united team in delivering the highest levels of service possible.
“This goes a long way toward impressing an owner and developing their trust to provide more homes to our program,” says Danielle Kyle, TurnKey Operations Director.
Delivering and clearly communicating time and time again, Kristen and Caitlin developed a proven track record of working with their homeowners and finding solutions to fit their needs. And since their initial challenges, Joel and Amanda have been able to solidify their trust in TurnKey and their local and national team members.
Today, this gorgeous Gatlinburg home is performing beyond expectations, and that is no doubt due to collaboration between our dedicated team members.
Plus, it doesn’t hurt that the home is already expected to beat Joel and Amanda’s ambitious 2021 revenue targets!