What the #1 Airbnb Property Manager in America Does That You Don't

Michael Sjogren (0:00)

The newly ranked number one property management team in the entire country from HeavenlyRez. You guys have over 100 listings and a 4.96 average review score across almost 1500 reviews. That number is absolutely ridiculous. That is why you guys are the number one property manager in the country. What is the secret sauce?

Steve Resnick (0:22)

If you don't have that heart of service, then you better have a team that does, because you cannot be successful without having that hospitality first attitude. If I do something more than twice, then it's going to be an SOP and somebody else needs to be able to do it.

So what I did is basically every time I did something, like I'm going to do it anyway, why not just like have a Loom video? And then Loom now has this great thing where you just push a button and it generates an SOP from it.

Kimberly Resnick (0:49)

Well, a few weeks ago, we had a guest who was staying at one of our pet friendly properties, and she mentioned that her dog had cancer and he is not doing great, and that she needed a comfortable rug, and that there wasn't an area rug where he likes to stay. So I go out, I get a rug, I deliver the rug, I want the dog to be comfortable. And it's just little things like that, that you would have thought I gave her a million dollars. It's just your dog's not comfortable, and you're trying to relax and have a vacation at the beach with your, it's her baby, and it's little things like that, that we genuinely care.

Michael Sjogren (1:23)

Steve, you've been on this a few times, but Kim, this is your first time. Welcome back to the SDR Secrets Podcast.

Kimberly Resnick (1:29)

Thank you so much. Thanks for having us.

Steve Resnick (1:31)

It's always great to be part of the show, so thanks for inviting us.

Michael Sjogren (1:35)

Yeah. Congratulations on being number one. I know you've been making some rounds with some podcasts, but if you can, just for the listeners, start from the beginning on how you started this company.

I know you had a health event, and then also we can work our way towards what the last couple weeks has been after being named the number one property manager in the country.

Kimberly Resnick (1:57)

Sure, you want to start off?

Steve Resnick (1:58)

Yeah. So we started with the purchase of a property in Ocean City, New Jersey for our family to just spend some time there, but also use it as an investment. We had really no idea what we were getting ourselves into when we bought the property, and we found out that the agencies in this market were really just sales transactional companies, and they weren't doing our property justice. So I thought to myself, there must be a better way. I have a lot tied up in this investment. We have a lot tied up in this investment, and we need this thing to make money. So I took things into our own hands. We were finding out things like they didn't know our property the way we wanted them to know it, and they just didn't know how to really take advantage of the shoulder in the off season. So did a ton of research, got very passionate about it, and then the property did extremely well. And we were like, wow, this is like not as scary as we thought. So we then said, let's double down on this and put the search criteria out there, start to get some other properties that are pretty much the same beach block. We had a five bedroom, four bath, and it turned out like we saw something on Zillow came through and we're like, we made an offer on it. And the realtor was like, these guys cannot be serious. They didn't even see the property. Like, no, I know exactly what I want because I know this thing is going to rent just like the other one. So we did that and yeah, it worked out same thing. And then we bought another one. So it was like, let's keep doing it. And then COVID hit and we were like, oh, we have all of our eggs in one basket. We started to get some of our guests, they started canceling and we're like, oh, I need to get like a home equity line of credit or something just to be able to pay these people back. If I start losing all these bookings, we're going to be in trouble. At the same time, we decided, let's just sell the property. And so we sold one of our properties to a gentleman who is our first client. And he was like, you cannot be making this much money on this property. And we said, yeah, we are. Here's the financials. He thought we were making up the numbers and we showed him, we're like, no, this is the real deal. We have three properties doing the same thing. So he's like, well, I know you're selling it, but will you manage it for us? And we said, yeah, why not? So we did that. And we did actually much better than what we even said we were going to do. So he was thrilled with the outcome. And he said, you know what? I have a beach front property. Do you want to manage that one for me? So we said, sure.