VRWS Leadership Interview of the Day

Describe your career in the vacation rental industry and how you reached your current position in the company.

I’m Rémi Cannessant, the COO and co-founder of Yaago. It all began with the experiences of my co-founder and me as property owners. From both sides of the spectrum, as hosts and guests in short-term rentals, we came to understand the paramount importance of crafting unforgettable experiences for our guests. However, we faced the challenge of finding a solution that allowed us to truly prioritize customer satisfaction. Achieving this demands a readiness to innovate and stand out, creating a desire for customers to return time and again.

Before my journey with Yaago alongside David, I was engaged in a bespoke software development company. In every step of my career, customer satisfaction has remained my ultimate goal. What I uncovered is that while France is a globally celebrated destination, it curiously lacks specialized software providers in the short-term rental sector, offering comprehensive solutions that encompass our entire business rather than just fragments, with a global expansion vision.

This realization motivated me to join forces with David in this entrepreneurial venture, aiming to showcase that the French are equally proficient in delivering intelligent and groundbreaking solutions in this industry, both locally and internationally.

At Yaago, I oversee the commercial and marketing aspects. The most rewarding aspect for me is witnessing our clients’ excitement as they revamp their businesses through the customer experience and operational optimization solutions we collaboratively implement on our platform.

In your opinion, what are the main current challenges in the vacation rental industry, and how do you think your company can help overcome them?

Indeed, I stand as both a property owner and a passionate traveler. In today’s digital era, embarking on a customer journey devoid of a digital touch is nearly inconceivable. We initiate payments, and then… silence, an unsettling void. This inevitably propels us to reach out to the host, a scenario that often leaves all parties exasperated. At the same time, guests’ expectations are soaring, with an insatiable appetite for lightning-fast responses.

However, it’s not just about communication; at Yaago, we delve into the entire guest journey and strategize on streamlining operations to ensure the triumph of each stay. You can’t merely claim, “I have automated messages, and that’s ok.” Nor can you rely on furnishing a PDF document as a welcome booklet and settle for that if your aspiration is to shine in the competitive landscape.

Every day, I personally interact with individuals grappling with the challenge of guests overlooking messages in the OTAs inboxes. I perceive Yaago as a solution that aids property managers in completely revamping the guest experience, with a keen eye on the complexities of managing their teams.

On the flip side, operational complexities and team management are a major problem affecting everyone, particularly concerning the management of cleaning tasks. And in my perspective, housekeeping is the pivotal cornerstone of our business’s success—it’s the initial impression a guest absorbs upon arrival. So, if pre-arrival information is lacking and the accommodation isn’t spotless upon their arrival, catastrophe looms ahead. This conviction is why, at Yaago, we firmly believe that developing an operational management module directly tied to guest relations was not a choice but a necessity. Guests can communicate their bed preferences, arrival timings, and even opt for additional services they desire—promptly triggering notifications for our team to act upon.

What are your expectations for the 2023 edition of VRWS in Barcelona, and what makes you particularly interested in attending this specific edition?

I’m pretty excited about the 2023 edition; it’s shaping up to be quite something, especially since it marks the 10th anniversary of the Vacation Rental World Summit. I’m genuinely looking forward to it! My first dive into this event was back in 2021, right smack in the middle of the COVID chaos, in Annecy. Surprisingly, the atmosphere was super positive among both exhibitors and attendees, and everything was smoothly organized. 

Then came 2022, and well, I had to do an encore. Porto was a blast. I crossed paths with some incredible folks who were all about propelling their ventures forward. So, last year, I told Antonio, “Hey, get a spot for Yaago as an exhibitor next time, and count me in!” Can’t wait to hit up the vibrant city of Barcelona and hang out with property managers, our current and future partners. I bet it’s gonna be a top-tier event!

But you know what? Beyond the buzz, I’m genuinely stoked about the conferences. They give us this yearly download on market trends and how our industry’s evolving globally. I’m positive that we’re gonna link up with new faces, especially during the roundtable discussions. Folks who resonate with our market outlook, who are all about pushing customer satisfaction, service quality, and team optimization to the frontlines. It’s about letting everyone flourish even more in their daily grind. Should be quite a ride!

Could you provide a brief preview of what attendees can expect from your participation during the Vacation Rental World Summit?

Yaago’s making its presence felt at the Vacation Rental World Summit, and we’re not keeping it locked within French-speaking boundaries. Our ambitions have always been global, and let me tell you, we’ve got something quite distinctive in our playbook. Our focus is on crafting seamless collaborations, ensuring our clients’ businesses grow with grace. From my daily tête-à-têtes with our customers, I can vouch that Yaago adds that touch of ease to guests’ experiences, leaving a memorable imprint without complicating things for property managers. 

Now, here’s the interesting bit – our booth visitors will get a first-hand peek at how we’re here to elevate their businesses while making their everyday grind simpler. I genuinely believe our platform’s success stems from our knack for forward-thinking. We’ve built Yaago, thinking like owners, guests, managers, and team members. It’s a co-construction journey with our customers, fueled by a level of responsiveness that often pleasantly surprises. And here’s the deal – we’re dead set on transmitting our energy and passion for this industry. Our aim? To showcase to our future clients that Yaago’s the missing piece they’ve been searching for. It’s all about bridging those gaps that have lingered for way too long.