In this episode of The Vacation Rental Show: How We Grow, host Lynell Gordon is joined by StreamFam member, Dave Roberts, Operations Director at Outer Banks Blue. Dave brings a unique perspective to vacation rental management through his Six Sigma Black Belt expertise and manufacturing background.
Dave Roberts, who serves on the VRMA board and regularly presents at industry conferences, has spent the last four and a half years transforming operations at Outer Banks Blue. His approach combines systematic improvement with strong team dynamics, making his insights particularly valuable for property managers facing operational challenges.
Building Team Excellence Through Systematic Improvement
“As I tell my team here, continuous improvement is a journey. You can’t just snap your fingers and be done. It’s always something; it’s learning, applying, and like I said, it’s about what’s working well and let’s do more of that. What’s not working so well, let’s do a lot less of that.”
The key to operational excellence lies in systematic improvement. Dave emphasizes the importance of:
- Creating consistent processes that work with seasonal staff
- Implementing effective communication systems
- Building strong interdepartmental relationships
- Maintaining high standards across all properties
For property managers looking to improve their operations, Dave recommends starting with clear communication and systematic problem-solving approaches.
The “Stinky Fish” Approach to Problem-Solving
“Put the stinky fish on the table instead of kicking it underneath.” This Swedish saying has become a cornerstone of Dave’s operational philosophy at Outer Banks Blue. His approach involves:
- Addressing issues head-on without blame
- Fostering collaboration between departments
- Creating systematic solutions to recurring problems
- Implementing regular team feedback sessions
- Through initiatives like “Tell the Truth Tuesday” meetings, teams learn to work together effectively and solve problems collaboratively.
Managing Owner Partnerships
“We’re in this together. It’s a partnership, and if you want a client-customer relationship, that’s fine, but I prefer a partnership because we are in this together. We’re only successful if they’re successful.”
Success in property management starts with building the right relationships with owners. Dave’s approach focuses on:
- Establishing clear property standards
- Providing regular property condition reports
- Offering mid-season refresh services
- Maintaining open communication channels
The Role of Leadership in Operations
“At the end of the day, a manager is there to facilitate issues and help the team resolve them. You can’t go to every stuck commode. You can’t go to every dripping faucet. You can’t go to every housekeeper when they’re having a linen missing issue.”
Effective operational leadership involves:
- Empowering teams with the right tools and training
- Creating efficient systems for problem resolution
- Maintaining consistent service standards
- Building strong communication channels
Looking Ahead: The Future of Vacation Rental Operations
The vacation rental industry continues to evolve, presenting both challenges and opportunities.
Dave advises property managers to:
- Focus on building strong team dynamics
- Implement systematic improvement processes
- Maintain high property standards
- Invest in staff training and development
To listen to the full conversation between Lynell and Dave on The Vacation Rental Show: How We Grow, follow the links here: