Farwell & Gervase, a boutique vacation rental company in Dubai, manages 30 high-end units. However, growth was hindered as the small in-house team struggled to balance round-the-clock guest communication, liaising with maintenance and cleaning teams, and time-intensive staff training.

To overcome these challenges, the company partnered with Reseption, a 24/7 guest communication and operational support provider, enabling Farwell & Gervase to streamline operations and focus on sustainable growth.

Challenges

Coverage Gaps

• Guest communication was handled in-house, with support hours limited to 9 AM–7 PM.
• Inquiries received outside working hours—including late-night and early-morning requests—went unanswered, impacting guest satisfaction.
• Inconsistent weekend availability further eroded the guest experience.
• 50% of bookings were made during out-of-hours times, underscoring the need for round-the-clock coverage.

High Operating Costs

• Maintaining an in-house team of managers and admin staff cost AED 28,000 per month, restricting the company’s ability to allocate resources for growth initiatives.

‍Operational Inefficiencies

• Delayed responses to guest inquiries led to missed booking opportunities and negative reviews.
• Missed bookings during uncommon hours resulted in lost revenue for the company.
• Coordinating cleaning, maintenance, and concierge services with limited staff resulted in avoidable errors and inefficiencies.

The Reseption Solution

Reseption provided Farwell & Gervase with an end-to-end guest communication and operations management solution, enabling the company to eliminate inefficiencies and improve guest satisfaction. By transitioning from an in-house team to Reseption’s specialized support service, Farwell & Gervase benefited from

• 24/7 Guest Support: Ensuring every guest inquiry was handled promptly, regardless of time or day.
• Check-in/Check-out Coordination: Streamlining arrivals and departures for a seamless guest experience.
• Cleaning & Maintenance Oversight: Collaborating with service providers to address operational needs in real time.
• Concierge Services: Offering personalized recommendations to elevate the guest experience.‍
• Compliance Management: Handling regulatory requirements to ensure full compliance with local laws.

Impact & Results

Cost Savings

• Monthly staffing expenses dropped by 40%.

Enhanced Guest Satisfaction

• Faster response times and round-the-clock availability led to an increase in positive reviews and higher overall guest ratings.

Operational Efficiency

• Reseption’s structured onboarding process ensured a seamless transition, with no interruptions to guest services.
• Metrics such as first response time and resolution rate saw significant improvement.

Scalability for Growth

• Freed from the day-to-day burden of guest communication and operational management, Farwell & Gervase redirected its efforts towards acquiring new units and strengthening landlord relationships.

Future Outlook

With Reseption’s scalable support services, Farwell & Gervase is well-positioned for sustained growth. The company’s renewed focus on managing high-end units and delivering exceptional guest experiences aligns perfectly with Dubai’s competitive market demands. As the portfolio grows, Reseption’s flexible solutions ensure operational consistency and reliability, allowing Farwell & Gervase to focus solely on scaling the business and exploring new opportunities, rather than dedicating excessive time to internal tasks like guest communication and liaising with cleaners and maintenance teams.

Conclusion

By partnering with Reseption, Farwell & Gervase has transformed its operations, achieving significant cost savings and efficiency while enhancing guest satisfaction. This strategic shift enables the company to prioritize growth initiatives and scale confidently, underscoring the value of specialized, 24/7 support in the fast-paced vacation rental market. As a leaner, more guest-centric operation, Farwell & Gervase is poised for excellence and sustainable expansion.