Guest experience:
- RiaMAze — unified inbox (Airbnb + VRBO + Red Awning + SMS + email in one place)
- Operto Digital Guidebook — guest-facing property info
Operations:
- Operto Teams — task management, checklists, mandatory photo/video uploads, auto-assigns cleans from calendar
- Operto Locks — smart-lock integration
- Track — PMS / reservations / financials. Internally disliked: 4-week support response times, 6 steps to cancel a reservation, unintuitive UI. Tolerated, not loved.
Pricing & analytics:
- PriceLabs — dynamic pricing
- KeyData — market analytics (DexAI Studio AI-built dashboards bundled; Comp Sets 1 free then $100/mo for 10)
Insurance:
- Rental Guardian — damage waiver ($50/reservation, $25K contents coverage, also covers personal liability — solves the "additionally insured" owner requirement; discovered via corporate call after Ops Selling Sheet was built)
Channels & tracking:
- CTM — call tracking (forwarded numbers per postcard batch)
- Sangoma — phone system (being phased out; Joseph on dedicated line)
People:
- Mandy Cumming — GM / Operations
- Brooke — Operations support / onboarding (W-9, WiFi, signage, photos)
- Katrina — lead cleaner + inspection team lead
- Kelly / Bryan / David — ops staff
- Burns / Byrne — maintenance / locks
- 3 Virtual Assistants — 1 Bolivia, 2 Philippines — run RiaMAze during the day, triage guest messages, assign Operto tasks, escalate to Mandy/Brooke
Competitive ops advantage to pitch: 3-layer QA — Katrina's dedicated inspection team (not cleaners self-inspecting), mandatory Operto checklists with photo/video uploads, issues auto-flagged into work orders. Most competitors skip inspection entirely.
How to apply: When writing ops-angle selling sheets or objection handlers, reference these systems by name. When Joseph mentions "the ops side" or "Mandy's workflow," this is the stack. Rental Guardian liability coverage is a specific objection-killer worth surfacing — but the existing Operations Selling Sheet was built BEFORE this was known and is stale on that dimension.