management pack · furnishings are replaced and upgraded in your property. twice yearly spring...

Byron Coastal Real Estate

1/27 Fletcher Street, Byron Bay NSW 2481 | Ph: 6680 8111 | Ah: 0488 385 417

visit us online at byroncoastal.com.au

Dedicated to Managing Your Investment

Holiday

Management PackManagement Pack

1/27 Fletcher Street, Byron Bay NSW 2481 | Ph: 6680 8111 | Ah: 0488 385 417 | byroncoastal.com.au

Introduction

As an owner of an investment property - the next critical decision, is to decide how it

will be managed and by whom.

Should I try and manage it myself, or put it in the hands of a real estate agency?

It will always be your decision, but there are many advantages of using a skilled and

qualified agency, such as Byron Coastal Real Estate to manage your property.

Our team of qualified property managers are dedicated to managing your investment

by securing you the best possible price, but also quality tenants who will pay their rent

and care for your property.

We’re confident our people, our processes and commitment to you will exceed your

expectations.

Why Byron Coastal

Byron Coastal is run by principal Gail Fuller who has 17 years experience in the industry

both in Property Management and Sales in Byron Bay and the Shire.

Many companies have seen property management as something handled at the back

of the office, hidden away, where we have made it the foundation and backbone of our

business and our daily focus.

With very tight systems and procedures in place you can rest peacefully knowing that

your investment is safe and increasing in value with market prices. The management

team at Byron Coastal are here to service you and provide sound recommendations to

ensure your property is always maintained to a high standard.


Paperwork for Holiday Management

• Confirming and processing all booking requests

• Ensuring terms and conditions are compliant for all bookings

• Smoke Alarm and Electrical Safety Compliance

• Up to date Inventory Lists

• Appliance safety checks

• Buildings are built to council regulations

• Swimming pool compliance

• Written cleaner reports after every booking

• Collection of cash bonds

Day to Day Management

Our staff conduct regular tariff reviews to ensure your property is kept in line with market trends. We forward advertise to our large database generally six months out for the holiday seasons yearly. We monitor the booking trends and time frames each year and highest booking days of our guests.

Ensuring the marketing and photos on the websites are current and kept in line as new furnishings are replaced and upgraded in your property.

Twice yearly spring cleans and maintenance checks throughout by our staff.

New linen and bedding upgrades yearly and pillow monitoring.

Yearly change of all remotes, air conditioning, and TV remote batteries.

Window cleaning on a regular maintenance program.

Gardens and courtyard cleanups on yearly maintenance programs.

Gas bottles on maintenance program.

Garbage bin collection on weekly cycle and bin cleaning.

“Our Team”


Marketing your PropertyGetting your property exposed in the market place is a committed daily focus for our holiday team.

Our team are trained specifically in social media and we engage a marketing web company locally that support with Search Engine Optimization and website ranking organically.

We use our very large database of over 6,000 past guests to market to weekly, via newsletters and promotional campaigns. We find many of our guests have stayed with us over a 10-15 year period. Many guests once experiencing Byron Coastal commit to staying with us.

We have one of the largest portfolios of holiday properties in Byron Bay that ensures us that our clients have no need to move to another website or company to find their ideal holiday property. We cover a large range from family accommodation to top end resort style properties.

We are actively involved with the local community supporting and being the main holiday accommodation sponsor for many events that are marketed locally and interstate.

Byron Bay Triathlon

Byron Bay Writers Festival

Splendor in the Grass

Golf PGA

New Years Eve celebrations

On a personal note we are continually value adding to our properties, including simple additions to ensure our guests are surprised and delighted.

These can include personal torches for the guests that they can hook onto their keys if they come home late at night. Pure Japanese incense to enjoy. Bath salts and gourmet starter gifts pack full of local products. Fresh flowers on arrival.

Our repeat guests receive a small gift depending on the time of year. It could be a selection of quality Easter eggs, Byron Bay Cookies selections, food baskets, wine or fresh flowers.

We have been instrumental in supporting the Holiday Letting Organisation, alongside Byron Shire Council and Stayz with the future direction of holiday letting across the shire. We continue to advocate a balanced approach for all concerned, providing a safe and regulated system to support the local community and tourism in our town.


The Team

When you appoint Byron Coastal to manage your investment property, you can relax

knowing that someone who is licensed, purposed trained, organized, system backed,

and completely conversant with the Residential Tenancies Act and the Property Stock

and Stations Act will be attending to every detail.

Our team work as, and are a team and each know what is happening with your property

daily. No need to worry if your manager is on holiday or sick as the other staff members

can assist instantly.

Selection of Guests

Our property managers screen all guests during the booking procedure to ensure

that they are a suitable fit for your property. We ask the guest numbers, age, and

type of guests booking. This could be couples, families, all singles or guests attending

functions in Byron Bay.

For special events and festivals held locally including schoolies we have separate terms

and conditions applicable and increased bonds to cover us and you in case of damage.

All guests must acknowledge and sign the strict terms and conditions of stay to be able

to book with our company. This is available on our website at the time of booking. We

have the right to refuse any booking even if booked direct on line if we feel that they are

not a suitable match for you.


Negotiation

Real Estate professionals are in the business of negotiating… And a good agent should

be very experienced in the negotiation process. When it comes to quoting tariffs or

offering a small discount to secure a booking, our property managers are well equipped

with the right skills to successfully negotiate the highest and best possible outcome for

you.

Tradespersons

Our property managers have a team of skilled professional tradespersons that are on

hand daily for routine maintenance and emergency situations. Due to the amount of

work these tradespersons receive from our agency we have negotiated competitive

prices in exchange for loyalty- obviously this is a real advantage as our tradespersons

will prioritise our requests and saving money for you on your bills.

We have plans in place for out of hour emergencies when unexpected things occur.

Our staff are available 24 hours a day and can arrange emergency relief for guests. This

saves you being disturbed.

Accounting

At Byron Coastal Real Estate we use dedicated property management software to

apply standard bookkeeping principles for the administration of our properties under

management. We take responsibility for all accounting administration including

collection of rent and payment of outgoings, and any other payments you request us

to make on your behalf. In addition to this we provide you with a fully itemised monthly

statement with payment direct into your nominated bank account.

Service

We are committed to delivering excellence in service in all facets of Property

Management, in fact we pride ourselves on our Management division, which is growing

daily, and our reputation for superior service is a constant referral basis for more

business. Our clients comment that we are easiest and the nicest in the business to

deal with which makes the transaction enjoyable for all.

We pride ourselves on being honest and transparent in all areas and our staff are

committed to developing long standing relationships with all our clients.

Frequently Asked Questions

Do you take a bond from guests and how much do

they pay?

We charge a minimum bond of $1,000 up to 8 guests,

$2,000 over 8 guests and additional for schoolies and

festivals. The bond is paid in cash to our trust account

prior to their stay. We do not do pre-authorisations

on credit cards. We have found that guests leave the

properties in good order to ensure the return of their

bond. No bonds are refunded until the cleaning report

has been processed

When do I receive the rent money from my

bookings?

All monies are paid at the completion of the guests stay

and can be paid either Mid-Month or Monthly depending

on what your financial requirements are. All payments

are made by close of business on the evening of the

current month.

What happens if there is no booking and you have

bills to pay during the month?

We keep a floating deposit of $500 each month that rolls

over, in our trust account that covers any incidentals that

may arise.

Do the guests get a mid stay clean for longer

bookings?

Yes, guests receive a mid-stay clean when their booking

is over 10 days, this includes change of sheets, towels

and a light clean throughout the entire property. This

additional clean ensures the property is kept to a high

standard

How do the guests collect their keys?

We have a key safe outside our office that the guests

can collect keys from 24 hours. They have a unique

code that is emailed and text to them prior to their

arrival, along with a map showing directions to their

accommodation.

How do they return their keys?

There is a key drop off point at the door to our office in

which the guests can place their keys.

What if the guest wants a late checkout?

Late checkouts are available on request by contacting

our office

What happens if the guests get locked out or lose

their keys?

Our staff are on hand 24 hours a day and will come and

collect an additional set for the guest and let them in

What happens if there is an emergency after hours?

Our staff are available 24 hours to answer your calls and

assist with arranging tradespersons or other to assist

the guests

Do the staff check the property after each booking?

Our cleaners contact us immediately if there is excess

cleaning or damages to the property after the guests

stay. Photos are taken and emailed to the office before

any cleaning or repairs are began. At this point a staff

member will also inspect the property to assess the

situation and report to you if required. Our cleaners are

trained to know your property intimately and remain with

the property through out the management.

What happens if I am not getting bookings?

We regularily monitor the tariffs and adjust to the market

conditions. This may only mean a small adjustment in

price to ensure the steady flow of bookings.

Can I do longer term stays during the quieter

months?

Yes absolutely and we encourage this to continue a

healthy cash flow throughout your property all year long.



Our promise and guarantee to you

We will:

• Regularly review tariffs to ensure we are getting premium rates for your investment

• Market weekly to our 6,000 plus database of past guests

• Check year on year bookings to compare inbound enquires and conversion rates

to bookings

• Liaise with all guest booking enquiries to ensure that we find the most suitable

clients for your property

• Check on the nature of the guests stay, especially on the larger properties to ensure

that no parties or functions take place

• Ensure that guests only have the nominated numbers as disclosed when booked

• Prepare gift selections for repeat guests on arrival

• Check written cleaner reports after every stay for breakage and any damage to

claim against the bond

• Provide additional cots, linen, mid-stay complimentary cleans over 10 nights

• Return all phone calls, emails or other written correspondence within 24 hours

• Place a holiday letting sign on your property

• Carry out staff routine inspections, reporting on property condition, any required

upgrades in furniture, soft furnishing and kitchen items

• Arrange upgrades and renovations in-house

• Report financial statements monthly outlining guest stays and expenses


Read what our owners are saying about us!

“Joy and I are very happy with your team and will promote your services to all and

sundry Thank You and Regard Harry And Joy”

~ Harry and Joy Bassett

“Hi Saskia, Just wanting to say a huge Thank you for all your effort in getting us

bookings. I have just been looking at the next couple of months and was delighted to

see the current status of bookings. My rough calculations has bookings last year from

Jan to The end of May at a paltry 27 nights where as this year it is somewhere around

73 nights. Great job!!!! Keep up the good work as I really appreciate it and we will

certainly be happy to keep upgrading and improving the place with the current rate of

bookings. How did the place come up after the new fans and painting??”

~ Sincerely Rosemary Marfatia

“Since listing my property with Byron Coastal I couldn’t be happier with their service

and the increase in the number of property bookings. The very professional Byron

Coastal team are a pleasure to do business with.”

~ Matthew Lawson, Kelvin Grove QLD

“Thanks for your email Saskia, and it is you and your team who deserve all the recognition

for achieving these results…….you do a great job.”

~ Robert Dulhunty, Glen Innes NSW 2370

“Hi Saskia,

This is awesome. I am really happy with you guys and I massively appreciate your

efforts. Your a true professional!

I look forward to meeting you and thanking you in person.

Thanks also for the note.”

~ Matt Lawson, Kelvin Grove, Brisbane

“Thank you for your all your work Saskia, you have always been a pleasure to deal with,

we appreciate all you do for us and our property,”

~ H & S Critchley


Read what our guests are saying about us!

“Saskia,

Many thanks for that. It’s great that you have found someone to take 44b Lawson.

Most people would have kept the money. It’s a credit to your company that you are as

professional as you are and we will use you again for our next trip to Byron Bay.”

~ Regards Peter

“We had an exceptionally nice stay at 7/34 Kendall street. The property was super

clean and we encountered no problems at all. I also must say, all interactions I had

with the staff at Byron Coastal Getaways (via email and while picking up and dropping

the keys off) were fantastic! All staff were super helpful, friendly and accommodating!

Thank you very much! And I hope this feedback is helpful. If we ever come to byron

again we will certainly book through your company!”

~ Kind Regards Holly La’Brooy

“Hi Renee and team

Thank you for a great stay at 44B Lawson Street, it is a fantastic property and we will

definitely recommend it to others. Also the staff at Byron Coastal were very helpful and

flexible. So thank you again for everything.”

~ Amy Hudson, Port Macquarie

“Hi Saskia

Thank you so much for your brilliant management of this booking. We are very happy

with the arrangements you have made for us and look forward to another fantastic time

at beautiful Byron Bay

Thanks again for all your help.”

~ Warm regards Randal and Melissa, Guests Browning St

“I was very pleased with the service I received from Byron Coastal when I booked a

holiday in Byron last September. I needed a unit with wheelchair access and they were

able to find a very suitable one. Nothing was too much trouble for them. They supplied

extra keys at late notice. I was able to check in after hours. I will use Byron Coastal Real

Estate in future and recommend them to friends.”

~ Toni O’Neill, Annandale NSW

“Thank you very much Renee, the property was fantastic and everything we needed

and more. (The weather was also perfect - so many thanks for that too!) We will

definitely be back.”

~ Tim, QLD


Fees and Charges

Apart from the fact that our management fees are tax deductible, we are very competitive

and cost effective.

Commission on rent collected – 14.5% (Plus GST)

Sundry fee - $5.60 (including GST)/month

Monthly Marketing Fee including Yesbookit $55.00 (including GST)

Inventory fee - $55.00 (including GST) for first hour, $25.00 (including GST) for each

hour thereafter.

Professional Photography starting from $440 per property

Video walk through - on request


Sales

If you are considering selling your investment property, come and chat to us about the

possibilities available to ensure an easy transaction for the guests and you. As we know

the property intimately and have a strong relationship with the booking guests and the

season’s tariffs, we can best showcase your property to future investors.

Together we discuss the starting process and what happens to future bookings and

changeover procedures either if the new owner continues to holiday rent the property

or if they decide to take up residence.

We will arrange financial reports for the purchasers on request and a summary of

current and past guest bookings. We provide transparent information to ensure the

purchaser feels safe knowing the true facts regarding the property.

Even if you would just like to see how your property is performing in the current market

place, knowing your investment is working for your future, we can provide a current

market assessment for you.

Contact Scot Fuller 0401 911 557 or Gail Fuller 0418 441 675 or

in the office on 02 6680 8111

Contact Information

Byron Coastal Real Estate

Shop 1/27 Fletcher Street,

PO Box 2603, Byron Bay NSW 2481

ABN 60 096 307 912

P: 02 6680 8111

F: 02 6685 8835

E: [email protected]

W: www.byroncoastal.com.au

Principal

Gail Fuller J.P

M: 0418 441 675

[email protected]

Holiday Team

Saskia Lonsdale – Holiday Manager

[email protected]

Renee White – Guest relations

[email protected]

Nicole Mensinga - Marketing and

Guest Relations

[email protected]

Permanent Team

Kirsty Harland – Property Manager

[email protected]

Shannon Everest- Property Associate

[email protected]

Sales

Gail Fuller – Director/Principal

[email protected]

Scot Fuller – Licensee/Sales Manager

[email protected]

Investment and Financial Advice

Campbell Korff

[email protected]


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