Steph Utterback; wife; mom; CEO
undefined • November 15, 2023
From the CEO
I come from a family of immigrants who arrived in the United States from France over 40 years ago.
I am the first generation born American in my family. My parents came to the United States in pursuit of the American dream and worked hard to build a wonderful life here. They instilled in me the values of family, integrity, and a strong work ethic. Growing up, I learned the importance of determination, resilience, and the value of hard work, which has been a significant influence on my career.
My journey to where I am today with Epicbnb was quite serendipitous. During and after completing my education in design at FIDM Los Angeles, I gained practical experience in retail management at Starbucks. It was during this time that I started developing my business acumen & discovered my passion for customer service and guest satisfaction.
The transition into Epicbnb was somewhat accidental. My now-husband and I decided to venture into the vacation rental industry in 2015. In the early days, we were a two-person team, handling everything from cleaning and maintenance to accounting and guest interactions. It was a challenging but incredibly rewarding experience.
Through trial and error and a strong commitment to excellence, I eventually built a talented team of like-minded individuals who, just like my husband and me, were personally invested in vacation rentals. This shared dedication to the industry has played a pivotal role in our success.
I’m most proud of the way our company has grown and evolved over the years. We started from scratch, with a handful of properties and minimal resources, taking on every role ourselves. Through dedication and perseverance, we expanded our management portfolio to include a remarkable collection of high-quality properties.
Moreover, I’m particularly proud of the client base we’ve built. Our clients appreciate the world-class guest experience that we provide through our properties and services. This not only reflects our commitment to excellence but also speaks to the trust and satisfaction of our partners.
In addition, I take pride in the fact that our team consists of individuals who are not only skilled professionals but also share a personal connection to the vacation rental industry. This has contributed to a culture of passion and dedication within our company.
Can you talk to us about the challenges and lessons you’ve learned along the way? Looking back, would you say it’s been easy or smooth in retrospect?
Rarely is business ownership a smooth journey. There are constant lessons to be learned and continuous adaptation to an ever-changing and often volatile travel market. Various variables, such as the economy, travel demand, events, and increased inventory in the market, all play a role in shaping our business landscape. Additionally, market competition continuously raises the bar when it comes to what a vacation rental should offer in terms of amenities, design, and the overall guest experience.
The most challenging period I’ve encountered as a business owner was undoubtedly the onset of the COVID-19 pandemic. Like many other business owners, I was not prepared for such a sudden and severe blow to my business. It was a painful experience in many ways. I had to make the difficult decision to let go of a dedicated team that had played an instrumental role in helping our business reach new heights, which we had projected for 2020. However, due to the pandemic, we were essentially forced to shut down, take a step back, and reevaluate the core aspects of the business.
But what the pandemic highlighted was the incredible adaptability and resilience of human beings when faced with adversity. With the support of a loyal team and an unwavering commitment to survival, we were able to rebuild the company even stronger than it was before. The experience underscored the importance of being agile and prepared for unforeseen challenges in the business world.
As you know, we’re big fans of Epicbnb. For our readers who might not be as familiar what can you tell them about the brand?
Epicbnb is a full-service short-term rental co-hosting company. We specialize in partnering with property investors to optimize their investments and offer guests an exceptional experience.
At Epicbnb, we take a comprehensive approach, from the initial stages of property development to ongoing management and guest satisfaction. Here’s what sets us apart:
End-to-End Service: We guide investors through the entire process, collaborating with a team of designers to create a distinctive experience that maximizes the investment potential of their properties.
Property Management: Our services include the meticulous management and maintenance of properties. We understand that well-maintained accommodations are essential to providing a top-tier experience for guests.
World-Class Guest Communication: We prioritize 24/7 world-class guest communication. Our in-house team in the USA ensures that guests receive prompt, attentive, and personalized service throughout their stay.
What distinguishes Epicbnb from others is our unwavering commitment to excellence. We’re not just another co-hosting company. We go above and beyond to ensure that the properties we work with are of the highest quality, and we partner exclusively with property owners who share our dedication to guest satisfaction.
One of our proudest achievements is our ability to maintain an impressive companywide average star rating of 4.95 or higher. This is a remarkable feat in the short-term rental industry, where maintaining such high ratings can be a significant challenge.
Our brand stands for quality and exceptional service. We take pride in offering an upgrade from the everyday, not a downgrade. When guests book with Epicbnb, they can expect well-maintained accommodations and responsive communication from our Epic staff. We care deeply about our guests’ experiences and will do whatever it takes to ensure their satisfaction.
To sum it up, Epicbnb is more than just a co-hosting service; it’s a commitment to providing extraordinary experiences and maintaining the highest standards in the short-term rental industry. When guests choose Epicbnb, they choose an exceptional, memorable, and, as our name suggests, “epic” stay.
We’d love to hear about how you think about risk-taking.
My perspective on risk-taking is grounded in the belief that you miss 100% of the shots you don’t take. In life, if you’re never willing to take risks, it becomes challenging to propel yourself to the “next level,” especially if that’s a goal you aspire to achieve.
However, it’s essential to approach risk with a clear understanding of the context. It’s crucial to consider who might be impacted if things don’t go as planned and to have exit strategies in place should things take an unfavorable turn.
Starting my business was, without a doubt, a major risk. It involved stepping into uncharted territory, with no guarantees of success. I’ve also been no stranger to taking calculated risks when it comes to investing profits back into the business. This primarily involved investments in technology and people. For example, when team members come to me with well-thought-out ideas that they believe will bring value to the business, I’m all in. I believe in providing opportunities for growth and development.
Of course, not every risk yields the desired results, and that’s where adaptability comes into play. If an initiative or investment doesn’t produce the expected outcomes, we adjust our strategies and learn from the experience. Everything is transparent and well-defined from the outset, but I’m willing to risk profits if it means giving someone else a chance to prove themselves, not just to me but also to meet the expectations of our guests and investors.
In summary, my approach to risk-taking is rooted in the understanding that calculated risks can lead to significant rewards. While there are no guarantees, embracing calculated risk is often a necessary step in achieving growth and success, both personally and in business.
Cheers,
Steph
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As the short-term rental market continues to evolve, 2025 presents both exciting opportunities and new challenges for property owners and managers. With more travelers seeking unique, luxury experiences and high standards in accommodations, the demand for professionally managed, high-end properties is at an all-time high. For property owners looking to maximize their revenue and reputation, investing in top-tier property management is no longer just a luxury—it’s essential. At Epicbnb, we understand that the foundation of a successful short-term rental business is not just about having a beautiful property, but about creating a seamless, high-quality guest experience. Here’s why high-end property management is more crucial than ever in 2025. 1. Guest Expectations Are Higher Than Ever Travelers are increasingly seeking more than just a place to stay—they want an experience. Whether it’s a private villa, a luxury penthouse, or a historic home, the expectations surrounding amenities, cleanliness, and service are higher than ever before. In fact, research shows that travelers are willing to pay more for properties that offer exceptional amenities and personalized services. A high-end property manager is adept at meeting and exceeding these expectations. From maintaining pristine properties and ensuring top-notch amenities to offering concierge services and local recommendations, professional management ensures your property delivers a memorable stay every time. A well-managed high-end rental will stand out in a crowded market and attract higher-paying, repeat guests. 2. Maximized Revenue Potential The right property management can significantly increase your revenue potential. A skilled property manager knows how to set competitive, dynamic pricing based on market trends, demand, and seasonal fluctuations. 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From booking management to guest communications, you can trust that everything is in capable hands. This allows you to enjoy the rewards of your investment without the stress and time commitment of managing it yourself. 4. Streamlined Operations with Technology As we head into 2025, technology will continue to shape the short-term rental industry. Property management systems, automated messaging platforms, and dynamic pricing tools are all designed to make operations more efficient and effective. High-end property managers leverage these tools to ensure streamlined operations, faster response times, and more personalized guest experiences. For example, at Epicbnb, we use advanced property management software to track bookings, manage guest inquiries, and monitor property performance. These technologies help us ensure that our high-end properties are always running smoothly, and that our guests have a seamless experience from check-in to check-out. 5. 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By maintaining a reputation for excellence, offering personalized guest services, and leveraging the latest technology, you’ll be able to establish a brand that guests trust and return to. A professional property management company helps you set up systems and strategies that ensure your property’s success for the long haul. Conclusion As we enter 2025, the importance of high-end property management for short-term rentals has never been clearer. Whether you’re aiming to increase revenue, provide exceptional guest experiences, or streamline operations, investing in a professional property management service is essential. At Epicbnb, we’re committed to providing our clients with top-tier management that ensures their properties shine in a competitive market. Ready to elevate your property’s potential? Let’s connect and discuss how we can make your short-term rental business thrive in 2025 and beyond!
