GEMS Frequently Asked Question

Helpful information for GEMs

Welcome to MyStays' Guest Experience Managers (GEMs) FAQ page, a resource for you when considering the role of a GEM within our hospitality family. Explore valuable insights into the responsibilities, guest-centric approach, and dynamic environment that define our team. Whether you're curious about training, day-to-day experiences, or other aspects, this page provides information you need to make an informed decision about joining us. If your specific question isn't covered, reach out via email or a phone call, and our dedicated team will provide personalised insights to support your journey toward becoming a valued GEM at MyStays.

To become a G.E.M with MyStays, we look for individuals who possess a strong commitment to providing exceptional guest experiences and maintaining properties to the highest standards. While prior experience in property management, hospitality, or related fields is beneficial, it's not a strict requirement. We value passion, dedication, and a willingness to learn, and our comprehensive training program will help you build the necessary skills for success in this role.

MyStays sets an exceptionally high standard for the management and presentation of all our holiday homes throughout New Zealand. From retro baches to high-end luxury retreats, all properties receive an unparalleled level of service for both our owners and guests. This covers everything from property maintenance to property presentation for guest arrivals.

G.E.M’s are compensated through a commission-based model for their day-to-day management responsibilities, ensuring that holiday homes are maintained to the highest standards. In addition to commissions, you will also receive fixed fees and competitive hourly rates for other tasks, such as cleaning.

As a G.E.M with MyStays, you will be part of a broader team and support network that extends from our head office to fellow G.E.Ms across New Zealand. You will receive robust support throughout your journey. Our training program is both extensive and comprehensive. Leveraging our expertise in short-stay accommodation, we have developed thorough training and support manuals to assist our G.E.Ms in achieving their goals while adhering to a clear set of standards. This includes going through training handbooks and receiving on-the-job training with a certified MyStays trainer, which covers cleaning processes, protocols, and software management.

We are a nationwide company consistently seeking to expand our property portfolios across various regions. We are actively looking for individuals who excel in providing top-notch care to guests and holiday homeowners throughout New Zealand.

My Stays' primary objective is to ensure you receive ample support to run a successful business and, depending on your goals, to grow and maintain a profitable portfolio. Ongoing training and up-skilling are key components for long-term success and a successful partnership.

Our onboarding process is designed to get to know you and understand your goals. As a New Zealand Owned and operated business you will first meet with Elle Knight - Owner of MyStays. She will discuss your goals, experience and expectations and provide a support timeline, along with the foundational knowledge to build a profitable business.

MyStays works with an opening night policy – we get one chance to wow our guests on arrival and often this comes back to the finishing touches. All properties need to be checked and prepared for guest arrival. Ensuring that everything is perfect in a property. A high standard of cleaning is paramount to ensuring a great experience for guests during their stay with MyStays. MyStays will provide you with a checklist to complete during every clean and handover.

At MyStays, we collaborate with you to establish goals that align with your individual circumstances and lifestyle. We work together to expand a portfolio that aligns with these objectives, whether it involves managing 10-30 houses. We are committed to assisting you in achieving these goals.

At MyStays, we employ a proactive approach to acquiring clients and holiday homes to manage. We leverage our industry expertise, network, and online presence to attract property owners interested in our management services. Additionally, we establish partnerships and collaborations with property owners and industry stakeholders. Our reputation for delivering exceptional service also plays a significant role in attracting new clients. As a G.E.M, you'll have the opportunity to contribute to our growth by providing top-notch service, which often leads to word-of-mouth referrals and repeat business.

MyStays employs a range of effective marketing strategies to attract guests to the properties we manage. These include high visibility on six popular booking sites, a user-friendly website for direct bookings, and customised marketing initiatives designed to optimise property listings.