For vacation rental & property management companies
Support for the work between owners, guests and properties
You manage properties for people who are not in the room. A dedicated, office-based Relaytask team prepares the owner updates, follows up the approved requests and keeps the coordination records straight — so your managers spend their week on the decisions instead of the paperwork.
You are running two relationships, not one
A host answers to guests. A management company answers to guests and to the owners whose properties those guests are staying in — and the second one arrives on a reporting cycle whether or not the first one went smoothly.
What the guest side generates
- Enquiries, bookings and changes
- Arrival, access and in-stay problems
- Turnover and vendor coordination
- Reviews and service recovery
- Messages at every hour across every channel
What the owner side generates
- Statements and periodic updates, on a cycle
- Approvals chased and decisions documented
- Repair and expense questions, months later
- Different rules and preferences per owner
- A record that has to hold up when it is questioned
What a dedicated team takes on
Take one stream or several. Each is staffed by dedicated specialists trained on your portfolio, your systems and your owner standards.
Owner reporting preparation
Pulling the period's figures and activity from the systems of record, assembling the statement or update in your format, flagging what does not reconcile, and putting it in front of your team for review before it reaches an owner.
Owner communication follow-up
Chasing the open threads an owner is waiting on — a quote, an approval, a repair status, a question about a booking — and answering from what you have approved. Anything that commits the owner or their money goes to your named contact.
Vendor and maintenance coordination records
Raising the job, chasing confirmation, tracking it to closed, and leaving a record that can be shown to an owner months later. Coordination and documentation — not the physical work itself.
Portfolio knowledge and routing
Every property has its own access, rules, vendors, owner preferences and escalation contacts. Keeping that straight across the portfolio is most of the job, and it is what breaks first when a coordinator covers for someone else.
Back-office records
Listing and property data upkeep, calendar accuracy, document filing, data entry and validation, and the routine reporting that accumulates between stays.
Guest support underneath it all
The guest work does not stop because you also answer to owners. It can be covered by the same team or handed over as a managed operation, depending on where your volume actually is.
Where the team’s authority stops
Your owners’ money and your licensed obligations stay with your own people. That boundary is documented at onboarding, not improvised later.
Payment approvals
Prepared and presented for your approval. Never authorized by the support team.
Owner compensation
Credits, goodwill and settlements are a client decision, routed with full context.
Physical work
Coordinated and recorded. Performed by your vendors and on-site people.
Licensed activity
Regulated decisions, trust or client-account handling and accounting sign-off stay with your qualified staff.
Standing up a team
Step 01
Scope
Portfolio size, owner count, reporting cycle, systems of record, and where your coordinators are losing their week.
Step 02
Authority
What may be answered, what must be reviewed before it reaches an owner, and what nobody commits to without you.
Step 03
Recruit
Specialists selected against your role specification, with platform experience matched during recruitment wherever possible.
Step 04
Onboard
A five-day onboarding setup covering your systems, your portfolio, your owner standards and your escalation rules.
Step 05
Run
Production work under Team Lead supervision, with reporting about the work at the cadence you agree.
Before handing any of it over, it helps to fix the inputs — preparing owner updates across a portfolio covers the source records and the review gate.
Rates are per dedicated specialist, not per property — see the hospitality role ladder.
Inside the systems you already run
Relaytask specialists work inside your existing technology stack, SOPs and workflows. Platform-specific experience can be matched during recruitment whenever possible, with client-specific training completed during onboarding. Access is granted, scoped and revoked by you. Relaytask is an independent outsourcing provider and is not affiliated with or endorsed by any booking platform or property-management system.
Where the rest of the operation is covered
The stay itself
Guest messaging, reservation changes, turnover and vendor coordination across every listing, run by a dedicated team.
Short-term rental supportThe guest inbox, handed over
AI answers repetitive guest questions from knowledge you approve and a specialist takes over when a conversation needs judgment, within your plan's coverage window.
Managed guest messagingBack office beyond the portfolio
Invoicing and bookkeeping entries, data entry and validation, document management and routine reporting, worked to your formats.
Administrative supportTwo ways to cover it
The work above gets covered for a managed portfolio one of two ways. The difference is who runs it.
Managed Support
We run the support operation. AI handles the repetitive, approved questions; trained specialists take anything needing judgment, authorisation or an exception.
Best when you want the outcome handled and not another person to manage.
How Managed Support worksDedicated hospitality team
Office-based specialists assigned to you, working inside your own PMS, inbox and process — the way an in-house hire would, without the hiring.
Best when the work is yours to direct and you want capacity inside your systems.
See how the dedicated team worksNot sure which fits? Bring the volume and the hours you need covered to the call and we will map it to one of the two.
FAQ
Common questions
Yes, and the difference is who you answer to. Short-term rental support is built for an operator running their own listings, where the work is the guest and the stay. This is built for a company running properties on behalf of owners, where the work is also the owner — statements, updates, approvals and a record of what was done. Many management companies need both, and they can be covered by the same team.
Short-term rental supportThe team prepares them for your review. That means gathering the period's activity and figures from your systems, assembling the statement in your format, and flagging anything that does not reconcile. Your team reviews and approves before anything goes to an owner. This is preparation and administration, not accounting, audit or financial sign-off.
Within the authority you document at onboarding. Routine follow-up and status updates answered from approved information are normal; anything that commits an owner, changes their money, or sets an expectation you have not agreed routes to your named contact.
No. Relaytask provides support and administrative staff who work inside your business under your direction and your licences. Regulated activity, trust or client-account handling, and any decision requiring a licensed property manager remain with your own qualified people.
The team works inside the systems you already run, under access you grant and can revoke. Platform experience is matched during recruitment where possible, and client-specific training happens during onboarding — we do not claim every specialist already knows every system, and there is no automatic integration with any platform.
Your vendors and on-site people do the work. The team coordinates it — raising the job, chasing confirmation, keeping the owner and guest informed where appropriate, and leaving a record behind. Nobody at Relaytask performs physical work on a property.
It depends on owner count, reporting cycle, message volume and how much authority the role carries — not on property count alone. Team size is scoped from your actual workload rather than a fixed ratio.
Get Started Today
Tell us what your owners are waiting on
Portfolio size, owner count, your reporting cycle and the systems it all lives in. We come back with a team shape and a coverage window.
- Free discovery call
- Custom team recommendation
- Office-based, dedicated to your account
- 5-day onboarding setup
5-day onboarding setup
Trained, supervised, office-based