Oliwia from Guestit: Managing Stockholm's Short-Term Rental Operations

By Matilda Struwe • August 30, 2024

This week we will get to know Oliwia who is the Operations Manager for the Stockholm Area at Guestit. As the Operations Manager Oliwia plays a crucial role in ensuring the smooth running of the company's short-term rental properties.

Can you tell us a bit about your daily responsibilities?

Oliwia: Absolutely! My day-to-day involves overseeing a wide range of operations, from maintenance, schedule the cleaning for all our homes in the Stockholm area but also solving day to day issues that come up.

Can you share some of the most rewarding aspects of your job?

Oliwia: The most rewarding part of my job is seeing the positive impact that our homes have on guests and the financial returns that our property owners achieve. When we receive positive feedback from guests and see consistent occupancy rates, it's a clear indication that we're doing things right when taking care of the owners home and/or vacation home.

As the Operations Manager, you're responsible for leading a team. What qualities do you look for?

Oliwia: I look for individuals who are passionate about hospitality and have a strong customer-centric mindset. It's also important to me that they are organized, reliable, and able to work effectively as part of a team.

Stockholm experiences a significant influx of tourists during the summer months, how does Guestit prepare for the high season to ensure that all properties are clean and well-maintained?

Oliwia: The summer season presents a unique set of challenges, but we're well-prepared to meet the increased demand for our services. We have a dedicated team of cleaning professionals who are trained to handle a high volume of properties. Additionally, we have established strong relationships with local cleaning companies that can provide additional support during peak periods, if needed.

How have you leveraged technology to improve efficiency and quality within your cleaning operations in the Stockholm area?

Oliwia: To streamline our operations and ensure consistent quality, we've implemented a comprehensive digital platform for our cleaning team. This platform includes features for scheduling, communication, and reporting. Our cleaners use mobile devices to access real-time information, including specific cleaning tasks and any damage reports. This not only improves efficiency but also allows us to track performance and identify areas for improvement. Additionally, the platform integrates with our damage control procedures, enabling our team to document and address issues promptly.

It would be really interesting to understand how the routine works for the cleaning. Can you describe this to us in detail?

Oliwia: Of course. We have gather an information package that is called “Cleaning Routine and Damage Control” that all the cleaners work with in below step:

Step 1: Initial Inspection - Damage Control:

Cleaners enter the property and follow this detailed checklist:

Damage Control: A thorough inspection is conducted in every room to identify any existing or new damages to the property or furnishings.
Documentation: High-quality photos and videos of visible damages are uploaded to our internal system.
Ongoing Assessment: Damage checks continue throughout the cleaning process, including inspections of light fixtures and other items.
Mandatory Reporting: Any damage, no matter how minor, must be documented with photos.

Step 2: Cleaning and Final Inspection:

Checkout Clean: A room-by-room cleaning process is followed, including replacing linens, towels, and replenishing amenities.
After-Cleaning Checks: Specific tasks like leaving bathroom doors open after mopping, adjusting curtains and blinds, and ensuring artwork is straight are completed etc.
System Completion: The cleaning task is marked as complete in the internal system.
Key Handoff: The key is securely placed in the lockbox.

Step 3: Maintenance Procedures

Daily Review: Every morning I review the reported damages (if there are any).
Issue Assessment: The severity of each issue is evaluated, and if necessary, the property owner is contacted.
Maintenance Assignment: Maintenance tasks are assigned to Carl (my colleague that works with maintenance) and he creates a schedule based on the urgency and nature of the issue.
On-Site Assessment: If required, Carl visits the property to assess the damage and determine the necessary repairs.
Scheduling: Repairs are scheduled and added to Carl's personal maintenance schedule.

With close collaboration between me and Carl we can make sure we are hands on and solve issues quickly.

To ensure that our homes are always in top condition, we also conduct regular inspections throughout the year and invest in preventative maintenance to address potential issues before they become problems. This proactive approach helps us to minimize downtime and ensure that our guests have a seamless experience and that owners know that we take good care of their homes.

Thank you for taking the time Oliwia and it is really interesting to see how the Operational side works at Guestit!

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