Steamboat Lodging Company Owner Brochure 2018

THIS IS US

OUR STORY What started as a weekend retreat to escape the city has become our life’s work and passion. Chris and Sarah Bradford bought a second home in Winter Park, Colorado way back at the “Turn of the Century.” Quickly seeing an opportunity for a quality vacation rental company in the valley, they started Winter Park Lodging Company and soon grew the business enough to leave their “day jobs” in Denver and move to Winter Park full time in 2007. That year, also brought another big change – the birth of twin boys!Owners Chris and Sarah, with their twin boys,Nicholas and Willem.

After building and training a remarkable team in Winter Parkand growing the business to 150+ luxury properties, they knewit was time to fulfill their dream of moving to Ski Town, USA�Steamboat Springs. In 2014, they purchased a home in OldTown and are enjoying everything that Steamboat has to offer.Their focus has been managing properties where they wouldwant to stay. They’ve done just that and are now offering luxuryvacation rentals in Winter Park and Steamboat, continuouslygoing above and beyond for their owners and guests.

OUR TEAMinspires adventure!Our Steamboat Team looks forward to welcoming guests toour properties and fulfilling our vision to inspire adventure.We believe that vacations are priceless. Vacations build andstrengthen relationships with family and friends, reducestress and create happier, healthier lives.

We believe in the “Everything Speaks” philosophy. Whetherwe are cleaning a home, consulting with a potential guestconsidering Steamboat, or helping our owners maximizetheir income, we strive to exceed expectations and areleaders in the vacation rental industry.Our passionate, experienced team is focused on one thing– delivering superior service in everything we do. In thepages ahead, we’ll introduce you to our fun-loving crew whowant to share Steamboat with you and our guests. We loveliving here and it shows!

WE ARE LOCAL We are part of the Steamboat community and we take that seriously. • We own and run our business out of our art-filled office on Lincoln Avenue, just a few miles from the Steamboat Resort and a hop, skip and a jump from the heart of downtown. • We are key players in the vacation rental industry and are always striving and learning to improve for our owners and guests. • Even in Steamboat, government regulations and HOA restrictions sometimes put the vacation rental market at risk. We use our expertise in the industry to speak up and ensure your property can remain a revenue generator.★★★★★ Guest Review | Margie D., August 2017Wow! A dream place and a dream team. Warm, attentive, thoughtful and fun – theSteamboat Lodging Company team met and surpassed our every need.

• We are accountable for our actions. It’s a small town. People talk. We can put you in touch with our owners and guests. They will tell you what they believe about us!• We’re here to stay. Our staff loves where they live and we’re here for the long (fun) haul.Austin Lutz, Property Care andPhotographerAustin is the a-typical Millennial. Graduatingfrom CMC this year, Austin held a full time joball the way through. He helps withmaintenance and inspections but hasfound a passion in photography andmarketing with us. That is, when he’snot skateboarding and snowboard-ing – the only time he blends intothe rest of his age group.

OWNER RELATIONS • We don’t want you to ever feel like just a name. We get to to keep your home in the condition that you and guests expect. We are familiar with your unique home, and serve as a personal liaison to meet your needs. • We happily coordinate with our trusted vendors who work on your home, and handle any deliveries to keep your home in the top condition guests (and you!) expect. • We staff our Owner Relations team seven days a week so you always have someone to speak with when you call or stop by. • Our Owner Relations team lets you know of any issues with your home including any damage. Oh! And did we mention, while damage is rare, we cover the cost of repair or replacement on our own dime. • We collect and remit all lodging and sales tax for your home. • Owners always access real-time data on your Owner Dashboard with all monthly statements, payments, future bookings and revenue. • Owners also make and update your reservations easily online, as well as read all guest reviews, as well as all maintenance performed on your home. • The team ensures you receive your rental revenue on time and through easy bank transfers.★★★★★ Owner Review | Paul S., Howelsen Place, July 2017Partnering with someone who cares makes it stress-free. It’s great to have someonefrequently communicating about upcoming rentals.

• It’s all about communication for us. You’ll enjoy our timely owner newsletters, bi-annual custom revenue updates, and our quick surveys to make sure we are doing the best we can for you.• Need a décor upgrade? This team helps you find the right decorator for you, or just gives free advice on what makes one property rent over another. Essential Tip: Décor matters.

MARKETING • We’ll keep it simple here. We have a state-of-the art lead management system and invest in best marketing avenues to maximize exposure for your home. We have a current data base of 25,000 outdoor enthusiasts who love to ski, bike, hike and enjoy the great outdoors. • We take incredible photos of your home including staging it for that perfect effect. With those photos along with rich descriptions, floor plans, maps, and reviews, your listing shines not only on our website but on all the major listing sites. • We employ a marketing staff focused on increasing visits to our website, as well as making sure all of our listings on third party sites (VRBO, etc) look remarkable. Of course, social media gets the attention these days and our marketing experts and web designers focus there too.★★★★★ Guest Review | Kim D., December 2017“Hands down the best vacation rental company in Steamboat! (I have used manyothers). Their attention to detail, customer service and ability to go above and

Andy Radzovich, Marketing Manager Andy Radzovich – or Andy Rad, as we call him – graduated with a degree in Marketing but his off-work passion is fly fishing. He was a guide for several years for Yampa Valley Anglers, so he can tell you where they’re bitin’.”beyond to make their guests vacations the best is truly awesome. Can’t wait to bookwith them again!”

VACATIONPLANNERSEven though 50% of our bookings occur online, a lot of thoseguests call us before they book. We go with a consultativeapproach. It works. We get to know the guest and their needs,and then recommend the right property for their visit. Give us acall and see how we do. We think you’ll be pulling out your creditcard to book the perfect spot for you and your loved ones.

Our Vacation Planners’ calls are recorded and scored monthlyfor continuous improvement. It’s painful to hear your own voice,but it sure does help to analyze and improve on what we do.We also think it’s vital to do outbound calls every day. We get23% of our bookings each year by calling our potential guestsvs. just emailing them. People are busy and when you reachout to them, they often book on the spot.

HOUSEKEEPING& INSPECTIONS• Our cleaning and inspection teams work hard to ensure that your home is cleaned thoroughly after every guest and checked for any damage or issues. We inspect every property post-cleaning to “stage” the home for the guest or owner arrival and make sure nothing was missed.• We provide the top amenities including shampoo, conditioner, lotion and soap. Luxury properties deserve to have luxury towels, sheets and plenty of supplies. That’s what our guests have come to expect.

★★★★★ Guest Review | James H., March 2017I rarely think a place is clean enough but this home really was spotless. I felt like noone had stayed there before.



PROPERTY CARE One of our favorite things we hear often from our owners is, “My place looks better now that I’m on your rental program than it did before I started.” • We understand the needs of each home and we treat each with the highest regard. • We do routine inspections, and all services are monitored by our dedicated team to keep your home in the best possible condition. • Our Property Care staff is made up of some of the most talented people in Routt County and for sure, the friendliest. • We consider our Property Care Team to be the “Face of Our Company.” They are the ones that meet the guests when there’s an issue or delivery, so it’s vital that they are well dressed, helpful, and always ask “What else can I do for you?” Often they are giving dining advice or where to find that secret powder stash on the mountain. Ben Krueger, Property Care & Shuttle Driver Ben loves to fly fish. In fact, he’s a guide in the summertime. In the wintertime, Ben is focused on working hard for visitors to the Yampa Valley. He always has a smile on his face and is quite the handyman.★★★★★ Owner Review | Bret S., February 2017Excellent management company with a very caring and attentive staff.

GUEST EXPERIENCE We believe in the WOW. The Guest Experience team takes care of our guests’ needs from start to finish. They are trained to listen closely to what guests say before and during their stay and look for opportunities to “wow” them. We even have a budget set aside to do just that. Ask us to see photos of some of the crazy wow’s we have done for guests, like custom birthday signs, surprise flowers for anniversaries, or when we made a fake driving permit for a woman from Texas who asked if she was authorized to drive in the snow! The Guest Experience team makes sure our guests have their codes for the smart keyless locks we have on our properties. We call every guest before arrival to be sure they have everything they need. We make sure they have directions, codes, WiFi information and even names of our favorite spots for the best burger in town, or where to pick up a quick breakfast burrito on the way to the slopes! Peggy Axtell, Head Vacation Planner Peggy loves to get outside whether it’s hiking Emerald Mountain in the summer with her pup or snowshoeing with her hubby in the winter. There’s no one in Steamboat who cares more about the guest experience. Peggy is passionate and it shows.★★★★★ Guest Review | Kathy June, 2017“Five girls from our Alumni college soccer team get together every year and stayin a different mountain town. It’s a great break from raising our small kids and a

time to reconnect. We loved our stay with Steamboat Lodging Company. Theysurprised us with welcome gifts and a banner from our college. We were blownaway when we walked into the condo!”

MAXIMIZING REVENUE WITH DÉCOR Whether it is a vacation for 2 or 22, property photos need to feel fun and fresh, and reflective of the mountain experience they are hoping to have. In order to achieve that goal, we have found that homes with updated décor are booking sometimes TWICE as much as those that have an outdated or cheap mountain look. • Guests want to imagine themselves relaxing and enjoying their friends and family in your home. The living and dining areas need to have plenty of seating and again, need to look inviting and updated. • Offer amenities like foos ball tables, shuffleboard and air hockey. • Bedding is key – make sure your bedding looks inviting, colorful and comfortable. • Wall art gives photos that “pop” that makes a room stand out.★★★★★ Partner Review | Dori Weiss, DBW DesignsDécor has become a huge player in increased revenue as more guests make theirchoices from photos online. Steamboat Lodging Company has it dialed in.

• It’s the little things that go a long way – add a eukele for some fun!• And then the technology – docking stations, charging stations and sound systems to play their music are essential.• We can give you lots of additional tips and help connect you with decorators to make the process easy and fun. It really pays off.

INDUSTRYLEADERSOur fearless cheerleader, Sarah Bradford, isn’t just a one-trickpony. Over the last 10 years, Sarah has become a thought-provoking leader in the ever-growing vacation rental industry.She speaks at national conferences each year, and in 2017,launched a podcast for vacation rental professionals. She hasa passion for sharing her expertise and helping other ownersbuild and grow thriving companies that make a difference inthe lives of guests, owners and staff.The podcast is co-hosted with another long-time leader in theindustry, Tim Cafferty, from Outer Banks Blue in NorthCarolina. The podcast is a treasure of training materials forvacation rental companies, helping staff to hone their craft.This industry is changing rapidly with the influx of venturecapital funds, big listing sites like AirBNB and VRBO, and nowExpedia. It’s vital that you choose a vacation rental companythat’s staying ahead of the curve. “Sea to Ski with Sarah and T” has had over 1,000 downloads in the first few months of launching and was highlighted by the Vacation Rental Management Association at the October 2017 conference in Orlando.



P.O. Box 775261, Steamboat Springs, CO 80477970.457.4785 | steamboatlodgingcompany.comSarah Bradford, Business DevelopmentSarah lives and breathes everything Steamboat. She isa huge fan of Ski Town, USA and that is why she movedher family here back in 2014. She would love to chatwith you about your goals and what you are looking forin a vacation rental manager.