CASE STUDY: Virtual Assistant Remote Teams

The Challenge

Managing 50-75 mountain cabins, the client grappled with operational inefficiencies and an overwhelming volume of guest requests. Challenges spanned auditing reservation details, coordinating with vendors, addressing guest communications promptly, efficiently logging expenses, and handling damage claims.

The Solution

The client integrated a remote team of five Virtual Assistants (VAs): one supervisor, two for operational tasks and two for guest interactions. Over three months, they detailed project requirements. Operational VAs managed tasks like vendor coordination and expense tracking, while guest VAs tackled direct communications and issue resolution. We developed tracking methods, established a phone system, and organized staggered VA working hours for 24/7 support. We maintained regular touchpoints with the client through weekly reports and biweekly management huddles.

The Results

Introducing VAs resulted in reduced costs and improved service levels within the first month. There was a better operational flow as tasks were allocated based on expertise with flexible capacity, which addressed many previous bottlenecks. Guest relations were enhanced, with dedicated guest VAs offering faster and more targeted responses. Establishing regular reports ensured clear oversight and an ongoing review of operations. Expense management by the operational VAs led to improved expense handling, resulting in more accurate financial tracking and dramatically reducing unbilled owner expenses.