How Vacation Rental Reservationists Create 5-Star Guest Stays | People Behind the Properties Ep. 6

Welcome to People Behind the Properties, Breezeway’s video series celebrating the professionals who make vacation rentals more than just places to stay. Behind every spotless clean, every quick repair, and every thoughtful detail are real people doing the hard work that defines true hospitality. ✨

In this episode, Breezeway’s VP of Community, Koryn Okey, sits down with Sue Brooks, Reservationist at Island Time of Hilton Head. Sue shares what it’s really like to be on the front lines of guest communication—helping travelers plan milestone trips, managing last-minute changes, and creating the personal touches that turn first-time guests into loyal repeat bookers.

What we cover in this episode:
What a day in the life of a vacation rental reservationist looks like
How Sue helps guests plan birthdays, anniversaries, and special trips
Why attention to detail and note-taking create unforgettable stays
Navigating tough guest conversations with honesty and empathy
How Breezeway helps reservation teams see property history, maintenance activity, and availability in one place
Why guest texting improves response times and guest satisfaction
How strong team culture helps reservation teams stay positive during peak season

✨ Subscribe to follow the People Behind the Properties series and hear more stories from the people behind every great stay—before, during, and after check-in.

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Learn more about Breezeway's property operations and experience platform: https://www.breezeway.io/demo

Island Time Hilton Head: https://www.islandtimehhi.com

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