Breakout Sessions

Time: 11 a.m.-1 p.m.

• Property Prep & Listing Optimization
  When preparing a vacation rental property for guests, first impressions are everything. A consistent, welcoming appearance is essential for maintaining high guest satisfaction and ensuring your listings stand out. In this session, attendees will review all of the elements required to launch a new property including ideal listing photos, writing compelling property descriptions, and tips and tricks for working with the OTAs. Additionally, we will discuss key elements of Standard Property Appearance Guides—a vital tool to ensure every property is consistently presented at its best, every time, for every guest.
  
  Speakers: 
  Robin Bass - Chief Visionary Officer & Founder, Premier Properties USVI
  Conrad O'Connell - Founder, BuildUp Bookings

Time: 2:30-4:30 p.m.

• Capturing Content to Build your Brand
  Office staff play a key role in shaping the guest experience—and can also be valuable contributors to your property's social media presence. In this session, we’ll explore how front office staff can capture engaging content that resonates with potential guests and boosts the property's online presence.  From behind-the-scenes moments and guest interactions to local area highlights and team activities, you’ll learn how to identify and create content that social media teams can use to tell a compelling story. We’ll discuss the types of images and videos that perform best, tips for capturing spontaneous moments, and how to align content with brand messaging.  By the end of this session, you’ll feel confident in your ability to contribute creative content that supports your property’s marketing efforts, helping drive engagement and bookings through authentic, shareable social media posts.
  
  Speaker: TBD

Time: 11 a.m.-1 p.m.

• Human Resources for Vacation Rental Managers
  This session provides Vacation Rental Managers with a clear roadmap for implementing effective HR strategies. Areas of focus include compliance with employment laws,  attracting talent,  employee experience (Employee Value Proposition [EVP], leveraging AI and technology, and improving workplace safety. Managers will also learn about creating competitive compensation and benefits packages, preparing for crisis management during natural disasters, and adopting proactive measures to support employees throughout their employment with you.  Attend this session and learn from Sue Jones and other panelists how applying these strategies can improve employee retention, mitigate legal risks, and build a more resilient workforce for your business.
  
  Speakers:
  Sue Jones - Founder and Owner, HR4VR
  Bethany Hobbs Smith - Chief Administrative Officer, Hobbs Realty
  Jennifer Matthews - Director of Human Resources, Sanders Beach Rentals

Time: 2:30-4:30 p.m.

• Employee Training That Delivers
  Take your learnings from the morning session further and focus on creating robust training and development programs. Learn how to design effective onboarding schedules, implement shadowing and on-the-job training, and provide refresher courses to reinforce foundational skills. Gain practical tips for writing clear standard operating procedures (SOPs), standardizing tasks to ensure consistency, and conducting random inspections to maintain quality. We’ll also highlight success stories, including strategies for crafting career growth plans that motivate and retain top performers. 
  
  Speakers:
  Leslie Adcock - Chief Strategy Officer, Finger Lakes Premier Properties
  Jennifer Matthews - Director of Human Resources, Sanders Beach Rentals

 

Time: 11 a.m.-1 p.m.

Part 1:

• Back of House, Front of Experience: Elevating Guest Service & Safety
  Back-of-house professionals play a vital role in shaping the guest experience through cleaning, maintenance, and behind-the-scenes support. With remote check-in making us the new front-line staff, understanding guest service principles is more important than ever. This interactive session will demonstrate how daily tasks impact guests, provide key service skills for cleaning and maintenance professionals, and offer a hands-on look at hidden dangers that must be eliminated to ensure a safe and welcoming environment.
  
  Speaker:
  Durk Johnson, Northwest Vacations

Part 2:

• Housekeeping Breakout, Property Safety: A Cleaning Professional’s Responsibility
  Safety is everyone’s responsibility. As cleaning professionals, we must stay alert to potential hazards that could create an unsafe environment for both guests and staff. Join Justin to gain a better understanding of your role in maintaining property safety.
  
  Speaker:
  Justin Ford, Breezeway
   
• Maintenance Breakout, Tools of the Trade: Not Just a Drill and Screwdriver
  As a maintenance professional, you face a wide range of challenges that require both expertise and the right tools. But not every job calls for a hand tool—sometimes, it takes a bit of science to get the job done.
  
  Speaker:
  Sean Kemper, ETI Solutions

Housekeeping Breakout

• Part 1: Tool Time for Cleaning Professionals
  Cleaning takes more than just elbow grease—it requires the right tools and techniques. Join Sean Kemper as he explores the essential tools and products that make cleaning more effective while minimizing exposure to harmful fumes.
  
  Speaker: 
  Sean Kemper, ETI Solutions
• Part 2: Linen Essentials
  A well-managed linen program enhances guest satisfaction and streamlines operations. This session covers the essentials of setting up a linen program, from selecting the right materials to managing inventory, laundry, and costs. Learn best practices to ensure efficiency, cleanliness, and a seamless guest experience.
  
  Speaker: Ashley Ching, Founder & CEO, Inhaven

Maintenance Breakout 

• Part 1: Presenting your Best Self
  A maintenance technician is one of the few team members guests interact with directly, making professionalism essential. To excel in this role, you must be knowledgeable, provide great guest service, and communicate effectively in writing. Join Dave as he guides you through mastering each of these key skills.
  
  Speaker: 
  Dave Roberts, Outerbanks Blue
• Part 2: Pools & Hot Tubs: The Good, the Bad, and the Ugly
  Hot tubs are a valuable amenity that boosts rental appeal and occupancy—but they require proper maintenance and management. This session covers best practices for maintaining pools and hot tubs to ensure safety, efficiency, and guest satisfaction.
  
  Speakers: 
  Jodi Refosco, Timber Rock Village
  Durk Johnson, Northwest Vacations

Time: 10 a.m. -12 p.m.

• The Art of Sales & Service
  Every guest inquiry is an opportunity to make a lasting impression and secure a reservation. This session is designed for frontline office staff who handle calls, emails, and social media inquiries, helping you master the skills needed to turn inquiries into confirmed bookings.  We’ll focus on how to incorporate storytelling into your conversations to make the property experience come alive for potential guests. You’ll learn how to use your brand's voice consistently across all touchpoints, whether you're communicating over the phone, via email, or on social media.  Additionally, we'll cover the importance of providing excellent customer service during the booking process and beyond.  By the end of this session, you’ll be equipped with the techniques and strategies to not only increase reservations but also provide a seamless, memorable experience for guests from inquiry to checkout.
  
  Speakers: 
  Tyann Marcink Hammond - Queen of Guest Experience | Owner, Missouri Haus and Branson Family Retreats
  Amber Hurdle  - Employer Brand Central
  Lauren Madewell -  Auntie Belham's Cabins

---

Time: 2-3:30 p.m.

• Beyond the Booking: Elevating your Guest Experience
  Creating memorable experiences is key to building lasting relationships with guests and ensuring they return again and again. This session is designed for front office staff who are the first point of contact for guests, offering practical insights on how to elevate each guest’s stay and deliver a truly 5-star experience. You’ll learn how to incorporate concierge services into your daily interactions, from helping guests with dining recommendations to arranging local activities and special requests. We’ll discuss how to personalize each guest’s experience, adding thoughtful touches that make them feel valued and appreciated and leaving them with lasting memories that encourage them to book again.
  
  Speaker: 
  Marco DiDomizio - Licensed Broker, Hospitality Consultant & Coach, InnAdvisors

Time: 10 a.m. -12 p.m.

• Managing Burnout and Fostering Accountability
  Creating a thriving team culture requires balancing employee well-being with accountability and engagement. Learn how to recognize burnout early and implement company-wide strategies to prevent it. Discover simple, effective ways to boost engagement, especially for field-based teams. Then, shift to accountability and empowerment, creating a system that drives ownership without constant oversight. Through small-group exercises, you’ll apply these concepts to real-world challenges. Walk away with actionable strategies to build a resilient, high-performing team.
  
  Speaker:
  Kimberly White - COO, HostGPO

 

---

Time: 2-3:30 p.m.

• Work Hard, Play Harder: How to Infuse Fun into Your Organizational Culture
  End the conference on a high note with this inspiring session focused on celebrating success and fostering a team culture of fun. Discover creative ways to recognize achievements and milestones, ensuring your employees feel valued and motivated. Learn how to incorporate fun and engaging activities into the workplace to build camaraderie and strengthen team bonds. By prioritizing recognition and enjoyment, you’ll create an environment where employees thrive and contribute their best.
  
  Speaker:
  April Burns- Director of Fun, ICND

Time: 10 a.m. -12 p.m.

• Housekeeping Breakout: Housekeeping Basics
  Every cleaning professional needs two key qualities—speed and precision. Achieving both requires clear guidelines and repeatable processes. This session covers essential techniques, including Follow the Wall, the cleaning process, cleaning standards, standard property appearance (SPA), property inspections, and accountability, to ensure efficiency and consistency in every turnover.
  
  Speaker: 
  Durk Johnson, Northwest Vacations
   
• Maintenance Breakout: Safety First: A Maintenance Professional’s Role
  As a maintenance professional, you play a critical role in ensuring a safe environment for guests and staff. Your expertise and attention to detail can prevent hazards before they become problems. Join Justin to learn what to look for and how to enhance safety on every property.
  
  Speaker: 
  Justin Ford, Breezeway

Time: 2-3:30 p.m.

• Tying it All Together
  Every interaction—whether with guests, owners, or colleagues—leaves a lasting impression. In this session, we’ll explore key communication principles to create positive experiences, discuss how to give and receive feedback effectively, and engage in hands-on demonstrations of essential tools and products.
  
  Speaker: 
  Durk Johnson, Northwest Vacations