How Holiday Property Service Chose Rework to Enhance Operations and Support Continued Growth

Company Overview

Based in the Gold Coast Region of Queensland, Australia, Holiday Property Service (HPS) is the Gold Coast's leading provider of short-term rental cleaning and management services, established with over 15 years of experience in the industry. The company specializes in comprehensive holiday property services, including professional cleaning, hotel-grade linen hire, property styling and presentation, plus guest consumables supply.

Their client base spans both B2C customers (Airbnb and rental property owners) and B2B property management companies. The company completed more than 10,000 cleanings in 2022 alone, servicing over 250 properties while maintaining an impressive overall rating of 4.81 out of 5 stars on Airbnb and Google.

What sets HPS apart is their end-to-end service approach. They handle everything from the moment a guest checks out - cleaning, linen changes, consumable restocking, and property styling - ensuring properties are pristine and ready for the next arrival. Their goal is to take care of the cleaning and maintenance of holiday properties so that property owners can focus on taking care of their guests.

The Search for Operational Excellence

Holiday Property Service was in an enviable position - experiencing rapid growth with the business doubling in size every year since 2019, while maintaining exceptional service quality. Despite their growth, HPS operates with a focused team of 10 people across operations, HR, administration, accounting, and warehouse functions.

To maintain such a focused team, their operational systems needed to evolve to support continued expansion.

Looking Beyond Current Solutions

By the time they came to Rework, HPS was already using Asana for their internal organization and project management needs. The team wasn't particularly unhappy with Asana and hadn't encountered any major problems with the platform. It served their basic organizational requirements adequately.

However, as forward-thinking business operators, they wanted to explore what other solutions might offer that could better align with their specific operational needs.

After evaluating their options, Holiday Property Service chose Rework, finding several key advantages that made it a better fit for their operational needs than their existing Asana setup.

Why Rework: The Right Fit for Operational Excellence

Operational Focus vs Project Management

The most significant differentiator was Rework's operational approach. While Asana excelled at traditional project management, HPS needed a platform designed for businesses where daily operations directly impact client experiences.

Rework Flows provided the operational workflow management they were looking for, allowing them to structure their three core processes - cleaner onboarding, property onboarding, and cleaning sales cycle - in ways that reflected their real-world operational needs.

Right-Sized for SMEs

Rework offered features that were appropriately scaled for their business size. Rather than overwhelming them with enterprise-level complexity they didn't need, or leaving them with insufficient capabilities, the platform provided the right balance of functionality for a growing SME. This included the ability to create standard operating procedures (SOPs) with required to-dos before progressing to the next stage - a feature that was particularly valuable for ensuring quality control in their service-based operations.

Better Value and Support

Two practical factors also influenced their decision. The pricing structure was much more appealing for their business size and budget compared to scaling up their existing solution. Additionally, Rework offered implementation partners to support the transition, providing the guidance needed to optimize their setup from the beginning rather than learning through trial and error.

How Holiday Property Applies Rework

Holiday Property Service primarily uses Rework Flows to manage their three core operational processes: cleaner onboarding, property onboarding, and their cleaning sales cycle. The platform's ability to create structured workflows with built-in quality controls has been particularly valuable for their service-based operations.

The cleaner onboarding process exemplifies how Rework enhances their operations. From resume receipt through contract signing, Rework Flows guides candidates through a structured journey with clearly defined requirements at each stage.

HPS created a public application form that cleaners complete, which automatically feeds into the onboarding workflow. Each stage has specific to-dos that must be completed by the operations team before they can continue processing with the candidate.

The automation capabilities have significantly reduced administrative overhead. For example, when candidates move to the "Interview stage" or "Hired" status, Rework automatically sends personalized invitation and welcome emails, eliminating repetitive follow-up tasks while ensuring consistent, timely communication throughout the hiring process.

This same structured approach now applies to their property onboarding workflow, which guides new client properties from initial information gathering to first cleaning preparation; and their cleaning sales cycle, which tracks prospects from initial contact through to completed onboarding.

What HPS particularly values is Rework's standard operating procedures (SOPs) feature with required to-dos before stage progression. This ensures quality control at every step while providing transparency into exactly where each candidate, property, or prospect stands in their respective process - something that gives them better oversight than traditional project management tools.

Implementation and Results

The implementation of Rework has enhanced daily operations at Holiday Property Service, with the most significant impact felt by the senior project management team, who now have more time to focus on strategic rather than administrative tasks.

"You will see that in the next few months, we will start using more and more Rework. The software is amazing, I have to tell you. I'm very impressed with that.. I used to spend so much of my time on manual work and now Rework makes my life so much easier," said Bruna Ávila, Senior Project Lead at HPS.

Looking Forward

With Rework Flows successfully managing their core operational processes, Holiday Property Service is well-positioned to continue their rapid growth trajectory while maintaining the service quality that has earned them their outstanding customer ratings. The platform provides the scalable foundation needed to handle increased volume without proportionally increasing administrative overhead.

HPS is currently considering expanding their partnership with Rework by implementing Rework CRM to accelerate their sales process and win more clients. This would complement their operational workflows by bringing the same structured approach to their customer acquisition and relationship management.