Rick Wolf and Peter Scherman (that’s Rick on the left and Peter on the right) are both experienced speakers who have presented on a range of innkeeping related topics at the state, regional, and national level. They gather and analyze research for the Innkeeping industry and welcome the opportunity to share it with others. Contact Us

 

Archive for the ‘Innkeeping Business’ Category

H is for Hipsters, Hepcats and Hippies

May 11th, 2012 by Janet Wolf

Travel & Leisure Magazine publishes an annual survey where their readers are invited to vote on ‘America’s Favorite Cities’. Recently the ‘winners’ of a sub category ‘America’s Best Cities for Hipsters’ was revealed. The survey participants were asked to rank 35 metropolitan cities on culturally relevant features like live music, coffee bars and independent boutique businesses. They also included the best micro-brews and the best places to view and connect with ‘offbeat’ and ‘tech-savvy’ locals. Remember when those ‘offbeat folks’ were tagged hepcats? A bit later in our history we got the hippies, thus the evolution to the term hipster. So who are today’s hipsters? Are they the Gen X & Y youth culture customers that is the hot topic of discussion among innkeepers as of late. Let’s take a look.

Every generation has a ‘youth culture’. In other words, hepcat or hippie we were all young once! But cultures evolve to what eventually becomes mainstream culture. For the Gen X & Y technology and the internet are at the center of their culture, they are intensely intertwined with their life. Technology unifies the culture of this generation and makes their life efficient.

Today’s youth culture is also seen as consumers. The focus here is to look at the Gen X/Y Hipster consumer’s wants and needs. We want to identify the how, what and why. This is tough because remember youth culture is continually evolving. The ‘how’ is pretty easy to identify, the internet, social media. The why and what is the moving target. Let’s go back to the Travel & Leisure survey, look at a few of the results which may give us a window into this generation’s consuming mind.

#1 – For those innkeepers located in and around Seattle you are once again at the top of the ‘where’ hipsters like to visit and live. Congratulations! You Seattleites have the edge on the smart and tech-savvy folks as well as high octane coffee. Example: The Walrus and the Carpenter, an oyster bar owned and operated by three Gen Yers offering ‘high quality food in a space that is stripped of pretense and feels like home.’ A hipster magnet!

The Walrus and the Carpenter owners Jeremy Price, Renee Erickson and Chad Dale

#2 – If Seattle is smart, Portland, OR is quirky with great beer, creative street food mixed in with bicycle enthusiasts. Example: Hopworks Bike Bar features stationery bikes that generate electricity for the pub and it is kid friendly. Tinker Toys is the proud sponsor for their pub’s play area. Quirky? Yes but in a real positive interpretation. It can be what makes Portland unique and fun to explore. So to all you quirky (and smart) Portland innkeepers, congrats on your #2 status.

Family Friendly Hopworks for Generation Z

#5 – The other Portland in Maine is a top winner in the food and beverage category which includes coffee and micro-brews. Example: Coffee by Design, a business started by two local Gen Xers with a focus on two of their passions, coffee and community. From a humble street front coffee house to five local shops and a flagship coffee shop in LL Bean, they have created a reason and multiple places for the hip to sip.

#6 – Providence ranks high in its mix of nerds and artists. Performance art and cafes are a great draw for RI hipsters to connect. Example: The Providence Geeks hub AS220. This is a center for concerts, lectures and classes. The Geeks goal is to ‘help RI digital innovators connect and collaborate’. To all the innkeepers in this small but mighty state, your nerd status is dully noted and appreciated. Nerds can be hipsters too!

A Happening at As220

A very interesting thread that runs throughout this survey is that this generational pull is toward places that have thriving and innovative entrepreneurial businesses. William Deresiewicz in his article ‘Generation Sell’ says; “Today’s ideal social form is not the commune or the movement or even the individual creator as such; it’s the small business. Every artistic or moral aspiration – music, food, good works, what have you – is expressed in those terms. The characteristic art form of our age may be the business plan”.

This says to me that the Gen X/Y Hipster is drawn to the new and innovative micro-brew, restaurant, coffee shop/barista and art gallery business because they may be or aspire to be entrepreneurs themselves. I find this very interesting. We know that it is imperative for the future of the small lodging business to market to this generation of youth consumer. We also see them as the innkeepers of the future. The B&B Team notices the interest in innkeeping increasing in this generation and it is very exciting to us.

To all the hepcats and hippies of the past who once claimed the realm of the hip, it’s not over yet! We may appear a bit mainstream to the Gen X/Y Hipsters but we recognize their innovation, their enthusiasm and their desire to view the future as a positive force. I see the entrepreneurial spirit in the Gen X/Y folks that attend our Better Way to Learn Seminars and the PAII Conferences and its real groovy.

 

Take the Fear Out of Learning Innkeeping

May 7th, 2012 by scott-bushnell

The Class of 2012, Bloomsburg, Pennsylvania, graduated from the “Better Way to Learn Innkeeping” aspiring innkeeping workshop yesterday.  Held at The Inn at Turkey Hill, six attendees spent 3 days at this seminar designed to help those with the innkeeping dream to investigate the path to inn ownership which is often laden with speed bumps, roadblocks and u-turns.

Class of 2012-Bloomsburg, PA

A different mix of attendees, however.  Two of the couples already own the property for their inn (one was purchased recently with the purpose of conversion to an inn and the other couple intend to turn their existing home into an inn).  A third couple were the more traditional attendees who intend to purchase an existing inn.

Because of this different mix which included folks about ready to open their inns, we adapted the typical agenda to also include a more intensive focus on the operations and marketing aspects…info these innkeepers will be using soon.

A thanks to Andrew Pruden, owner and innkeeper at The Inn and the great staff for their service and welcome.  If you get a chance to visit Bloomsburg, the recently opened Pub and Grille was fabulous and their  micro-brews and menu were a welcome Friday night treat.

Lots of laughs…lots of strong interaction…and lots of appreciated feedback on the effectiveness of the workshop.  But one attendee made a comment that I am still thinking about a few days later.  “I’m not afraid anymore, Scott”.  I think this just became another goal of these workshops for me.    Scott

 

 

Best Apps for Marketing Your B&B

April 26th, 2012 by Peter Scherman

5 tools that use word-of-mouth marketing to entice new customers
Guest Post by Jane Johnson

Bed and breakfasts (or B&Bs and BnBs) offer a quaint, intimate, and less expensive alternative to larger hotels for the North American traveler. However, if you run a bed and breakfast or guesthouse, your time is likely largely consumed by making sure your inn is spotless, your meals are fresh, and your guests are comfortable. Apart from cooking meals, meeting guests’ needs, and cleaning, you probably don’t have a lot of time to think about how to market your accommodations, improve your online reputation, and grow your business within your local community.

Luckily, using smart phone apps to help build your bed and breakfast marketing plan can help you focus your efforts so that when visitors plan to travel to your area—your B&B automatically pops up on their radar.

Thanks to a proliferation of devices, competitive pricing and innovate wireless internet products like T-Mobile mobile broadband services, more people than ever connecting to the web on-the-go. These five popular apps will help market your bed and breakfast or guesthouse wherever internet service is available:

1. Yelp for Mobile (Free – for BlackBerry, iPhone, and Android)

The Yelp for Mobile app is made up of reviews from an active community of locals in the know! So it’s your prerogative to make sure your B&B is listed on Yelp. In fact, whenever I make travel plans for out of town business or vacation, I read the user reviews for hotels, B&Bs, resorts, restaurants, and tourist attractions on Yelp before I pull out my credit card. Yelp is the traveler best ally—it offers up thousands of results for places to eat, stay, shop, drink, relax and play. Users can use this tool to search for a variety of businesses according to geographical location, category, business type, or even by deal. B&B owners can list their contact information (including address, email, website, Facebook profile, directions, and phone number), and even offer special deals via the Yelp app in order to entice and introduce new customers to your accommodations.

2. foursquare (Free – for BlackBerry, iPhone, and Android)

Fifteen million people can’t be wrong! That’s how many potential customers you can draw by listing your bed and breakfast with the foursquare application. Not only is this an excellent business directory, foursquare also works as a viral word-of-mouth marketing tool. Users can use the app to see what restaurants, stores, accommodations, products, services and entertainment their friends recommend or they can use the app to browse local business by category to discover what’s nearby. This app is built on personalized recommendations from clients—if you gain enough, your business will be placed on a list of the best spots to go, stay, see, or do and shared with foursquare’s audience of 15-million!

3. Yellow Pages Mobile (Free – for BlackBerry, iPhone, iPad, and Android)

Join over eighty-million listings and include your business on the Yellow Pages Mobile app—the leader in local mobile search. This app offers users tons of customer ratings and reviews on a variety of businesses and services according to geographical location. Plus, the unique turn-by-turn voice GPS navigation tool (only for the iPhone) will ensure visitors can search for your establishment by voice, user rating, or deal (when you feature discounts in the Deal Section).

4. Urbanspoon Mobile (Free – for BlackBerry, iPhone, and Android)

Urbanspoon is ideal for users who need some help deciding where to eat and where to stay (if you’re B&B offers dining). This app works like a dining slot machine—users just shake their smart phone to make the app spin, and they will view a collection of nearby restaurants with good user ratings. If you list your B&B with Urbanspoon, potential clients will be able to search for you according to neighborhood, cuisine, or price, and they can also use their current location to identify the nearest dining options to their current location.

5. Groupon (Free – for BlackBerry, iPhone, iPad, and Android)

For B&Bs who want to appear on the list of the very best stuff to do, see, eat, stay, and buy within 500 cities around the globe—Groupon is the app for you! This app offers businesses the option to entice new clientele by offering spectacular discounts between 50% and 90% of the regular price! Groupon is renowned for handpicking every deal they deliver to customers’ smart phones, so if listed, your business is automatically viewed with confidence. Offer a deal to draw new customers, and users can easily redeem deals directly from their mobile phones.

Bio: Jane Johnson is a freelance writer for BBGeeks, a popular site that provides BlackBerry news, commentary, reviews and beginner BlackBerry tips for BB newbies.

The opinions expressed in this article are those of the author and do not necessarily represent the views of The B&B Team®.

L is for Les Clefs d’Or – Keys of Gold

April 25th, 2012 by Janet Wolf

Signature Keys

The professional concierge organization, Les Clefs d’Or, has been around since 1929 and you may have known or guessed, was formed in France. The crossed golden keys a member earns is quite prestigious, there are only 650 in the United States and about 3500 worldwide. The organization is strictly a hotel service organization. Sorry, no bed and breakfast innkeepers need apply! This doesn’t mean you cannot achieve the kind of excellent service a Les Clefs d’Or concierge provides.

Let us look at some basic services a concierge provides.

 

  •  Make restaurant reservations
  •  Arrange for spa services
  •  Recommend night life
  •  Book transportation
  •  Procure tickets to special events
  •  Assist with tours of local attractions

Innkeepers are obviously concierges, since you do this stuff all day, night and in between! Going above and beyond the basics is what a great innkeeper/concierge must do to exceed the expectations of their guests. Here is a great story and a great example of going above, beyond and achieving the nearly impossible.

A guest walks up to the concierge and says. ”The cheeseburgers here are terrific. I want to send one to my brother in Bahrain and I want it to arrive hot.” “The concierge calmly replies, “Will that be with Bleu Cheese or Cheddar?”

That concierge was Holly Stiel, a motivational speaker and the first US woman member of Les Clefs d’Or, quite an honor. Many of you may have heard her speak at the PAII Conference in Little Rock this year. Holly tells this story often as does The B&B Team in our seminars and presentations. In fact this is the opening quote in Chapter 1 of her new book, ‘The Art and Science of the Hotel Concierge.’ There is so much in this book that anyone involved in hospitality or any service business will find informative and inspiring.

Great innkeepers/concierges do not work alone. Having an extensive list of contacts with local merchants and service providers they can rely on is essential. Building those important relationships with your contacts can make you look absolutely brilliant and your guests absolutely grateful. There is an entire chapter in the book entitled; ‘Building and Nurturing Relationships’.

Another part of great service is anticipating a guest’s wants and needs. It starts with listening. A friend and concierge colleague of Holly’s, Johanna Husk, writes in the book’s preface; “Yes, we are here to answer questions, but often the questions a visitor asks is just the tip of a vast iceberg, underlying what they really want to know: How can they get the most from the limited time they have during their visit, and how will they fit it all in to make an enjoyable experience?” Holly calls this; ‘being a sleuth and reading the moment.’

This is where the art and science comes in. With new innkeepers it sometimes takes time to develop these skills, but once you do you can become the ultimate problem solver, organizer and hero. Your guests will remember you, the great experience they had that YOU helped create and come back for more!

Goodburger

Make mine cheddar

 

Culinary Travel – Marketing Your Culinary Getaways

April 18th, 2012 by Janet Wolf

“There are those of us who travel and those of us who travel to eat.” Kendra Bailey Morris

I found this to be a great quote from a travel and food author and blogger I just discovered. She writes with gusto and passion about the food and places she loves. Check out her latest blogs, ‘Fatback & Foie Gras’. One important feature about her blog is the great photography. They are large and enticing shots that bring you close to the food being featured. People do eat with their eyes first. Warning, don’t look if you are hungry.

Culinary focused travel is becoming increasingly popular. You want to bring these travellers to your Inn to feast at your table and the tables of your favorite local restaurants. Here are a few B&B’s I believe do a great job creating and promoting culinary getaways. The Inn at English Meadows in Kennebunk, Maine not only features their special breakfast offerings with great photos and text, but also on their blogs. Take a look and read their two recent posts featuring culinary topics. The Inn at English Meadows and the Hartstone Inn in Camden, Maine have both teamed up with Epitourean.com to promote their culinary getaway packages. This is a go to website for travellers looking for culinary focused travel events and specials. BnBFinder also has a page dedicated to posting culinary getaways, another great source.

Have you ever wanted to learn how to bake the perfect cake? You can, during a Culinary Getaway at our B&B in the Kennbunks.

We all know it is all about the experience you create for your guests. And food is a big part of that experience. An event that involves cooking with a professional chef in cooking class or demonstration followed by a meal with your group feasting on your creations accompanied with good wine and good conversation, that’s the ticket! Sign me up. Another quote from Kendra; “Let’s face it, chefs are now rock stars and food is definitely in.” Well you must have a local rock star chef in your area that would love to perform and show off their culinary creations, or you may be the rock star! Go for it.

Risotto Close Up by Jenn Cuisine

 

 

Jenn Oliver of Jenn Cuisine is another great food blogger I discovered. She offers some great advice in her blog, ‘The Importance of Good Food Photography’. She says:” When I take a photo of a dish, my goal is to bring the viewer to the table, so they can mentally reach out and taste the full flavor of the food I’m displaying.” In this blog she shares some photo shots that are good next to the same shot that is great. You really can clearly see what the difference is. We always recommend professional photographers that will produce artful interior, exterior and food photos . Christian Giannelli and Jumping Rocks Photography are two of the best out there for our industry. Christian did the photography for The Inn at English Meadows and Jumping Rocks did the photgraphy for Hartstone Inn.

Sticky Toffee Pudding-Hartstone Inn-Jumping Rocks Photography

I have included a lot of links in this posting. I hope you view each and every one of them and that they help you visualize the importance of good food photography when marketing your culinary getaway packages.

Here is a question for you? A picture is worth a thousand words so does this mean a picture of food is worth a thousand calories?

 

F is for Family

March 9th, 2012 by Janet Wolf

the Cranky Empty Nester

“After raising families and pursuing successful careers, we are fulfilling a long standing dream of running a bed and breakfast”. This is a typical statement from empty nester innkeepers of a certain age, you may be one of them. Rick and I certainly were when we purchased our bed and breakfast, our son was in college. On the other hand there have been and continue to be many couples who have built and feathered their nests as innkeepers and have managed to be successful at doing both.

Rick and I had the pleasure of staying at the Saltair Inn Waterfront Bed and Breakfast in Bar Harbor, Maine last month and meeting innkeepers Kristi and Matt and their three (count them one, two, three) young children. The B&B Team conducts many aspiring innkeeping seminars throughout the year and our attendee couples are getting younger and younger and many of them have growing families. A question most of them have is; “Can we realistically raise a family and run a bed and breakfast?

We say yes you can and it can be a wonderful lifestyle for the entire family. Picture this scene; one daughter being swept out of the inn by Matt into the car at 7:30 to be dropped off at choir practice. Later that morning their adorable 5 year old son gets bundled up (dad put one jacket on his son, mom said ‘no not that one, it’s cold today’ and a warmer jacket appeared, sound familiar?) As I viewed this memorable scenario, a blog subject came to mind. I asked Matt and Kristi if they would agree to an interview and talk about their experience as active parents/innkeepers. They generously agreed. The following questions are based on the inquiries that many of our aspiring innkeepers ask us.

Question – How do you maintain the separation of your personal family space from the guest space?

Matt – Walls!

Kristi – We told our daughter Katie who was 5 when we moved here that the threshold separating our home from the inn was between the kitchen and the guest dining room. She started calling it, ’the big house and the little house’. The other kids naturally picked up on this and there has never been a problem.

Kristi – We searched to find an inn that had enough space in the owner’s quarters for us so we didn’t have to share space with the guests. As with any home we spend a lot of time in the kitchen.

Question – What is the hardest part of balancing your personal time from your innkeeping time?

Matt – Splitting up the time between the two of us, who does what, can be a challenge. One of us drops off or attends an event while the other stays at the inn. Together we often miss some of the big evening events but we make a point that one of us is always there.

Kristi – But we rarely see both parents at events, sometimes there are no parents attending their kid’s events. Many times one of us may take some time off in the afternoon to take one or two of the kids for a hike or something while the other stays here for check in, how many parents have the flexibility to do that?

Question – Do you ever take time off for just the two of you?

Kristi – Yes in the off season. We went to Phoenix for a week and left the kids with Matt’s parents. We are lucky to have them live nearby.

Matt – We take a two nighter here and there. But everything has to be planned ahead, spontaneity is out the window. We could try harder for the two of us to go out more often.

Kristi – Our daughter Katie (now 11) says to us sometimes; ‘You and Daddy should go to dinner tonight!’

Question – What about family time away from the inn? Is this important to you or not?

Kristi – Again we take time away in the off season. What is important is that we as a family or the two of us have breakfast, lunch and dinner together every day. Much more than other couples or families. This is a real plus to owning your own business where you live.

Question – What do your kids like most about the inn?

Matt – When we don’t have guests! Seriously, I don’t think they know any different, they were all so young when we bought the inn. Adam was born here, he definitely doesn’t know any different.

Kristi – At this time I don’t believe they realize the advantage they have of us being at home with them all the time. Dinners together, etc.

Question – Do you feel obligated or not to welcome families at your inn?

Kristi – No. The inn is really not set up for kids. There are plenty of other places in Bar Harbor with pools, playgrounds and rooms with multiple beds. This is not us.

Matt – Most of our guests are here for a vacation away from their kids. If they ask we tell them our kids don’t have the run of the inn. There has never been a problem. Many of our guests like the fact that we are a family business. They like seeing the kids going off to school and occasionally around the inn, especially grandparents and wanna be grandparents.

Question – Anything you both want to add?

Matt– We’re glad we did this when we did. We were both 35. We know we are much happier because we can be around our kids more than if we had stayed in our other careers. There are many more pros than there are cons.

Kristi – The hard part is owning an old house and the upkeep it takes. Raising our kids here is the easy part!

Thank you Kristi and Matt. To conclude I will add a quote from Trip Advisor from a couple that stayed at Saltair for 8 days last November. “One thing we really enjoyed about this inn was how well Matt and Kristi work together. They’re a team. I love that they’re raising their family and running a successful inn.”

Another quote, this one from Matt and Kristi that appears on their website. “It was a decision that we have never regretted, and likely never will.”

Innkeepers and parents, Matt and Kristi

 

 

 

R is for Rates – To raise or not to raise, that is the question

March 5th, 2012 by Janet Wolf

The Gower Memorial - Hamlet Statue in Stratford upon Avon

Prince Hamlet

When it comes to rates, to increase or not has always been a brooding question for innkeepers and a subject of much discussion, especially in tough economic times. In a recent PAII Forum thread the subject of raising rates was introduced and many innkeepers took the time to give their opinions and express their own dilemmas when making this tough decision.

“Travelers don’t buy rate; they buy value.” Neil Salerno – Hotel Marketing Coach

Think about this statement…value over price. Let’s look at what value is and put aside the number crunching for now. There are three key components to consider when looking at your property and determining value. In analyzing your Inn and determining its value, you should include your bed and breakfast location (which cannot be changed), your facility inside and out (which can be changed and will lose value if not maintained) and your competition (which can also change and must never be ignored). All of these components should be honestly scrutinized when making the decision whether to raise your rates or not.

Location – A popular tourist destination will command higher rates. This is a given. A great location needs great marketing to keep its competitive edge. Participating in your Chamber of Commerce, local, state and national (PAII) innkeeper associations and tourist bureau can keep you informed as well as give you the opportunity to help in the marketing of your property’s location. Working within a vacuum is not good for your business. Other location factors to include are close proximity to attractions, restaurants and activities. Water views, mountain tops and other attractive surroundings should also be considered. Your market value will be on the high side if you are in a popular destination in an attractive setting with great marketing.

Facility – Your entire Inn must always be a work in progress. Upkeep, improvements, re-doing guest rooms and baths, keeping up with all sorts of trends, from marketing to décor, the list goes on. If your rates have not been raised in three years and you have done nothing to your Inn in three years then you can’t justify raising your rates, because you have not added any value to your facility. But, if you have consistently made significant ‘value added’ improvements to your property and have communicated them to your potential guests loud and clear, then you are in a much better position to raise rates. Travelers will look at a ‘new and fresh’ guest room and put a higher value to that room in comparison to another room that appears dated and tired. Don’t forget to present these improvements on your website, Facebook and all your social media! Your amenities will also help to determine your individual room’s rates. The more bells and whistles the better.

index-cottage-suites-1[1]

Curb Appeal - A Cottage Suite at The Inn at Stockbridge, clean and pristine!

Competition – Positioning yourself properly within your marketplace is key. Knowledge of your competition will help you position yourself and determine whether your rate structure is competitive. Look at the rates of properties in your marketplace area that you determine are comparable to yours. If their rates are generally lower than yours, look deeper. What do they offer, i.e. smaller rooms and baths that appear dated, a property location that is not as attractive as yours, an inferior breakfast offering. Also look at the properties that have higher rates, again look deeper, are they offering more luxury amenities, and are they AAA Four Diamond or Select Registry? All of these offerings are perceived as having a higher value. If a potential guest determines there is value in what you offer then they will book even at a slightly higher price than your competitor.

There is also the consideration that the rates you and your competitors are currently offering are at the highest your market will bear. So if you don’t believe you can raise your rates at this time, what can you do to raise revenues? Creating and promoting special packages is a good way to accomplish this. “Packaging allows you to mask actual room rates with features which add benefits (value!) to staying at your Inn.” (Another quote from Mr. Salerno). The B&B Team is a firm believer in packaging as a great tool to increase your bottom line.

What next? Homework. Look at the three components and make lists of your strengths, your weaknesses and your opportunities in these three areas. This should give you an idea of the areas you need to work on and then make a ‘To do priority list’. Increasing the value of your Inn will eventually enable you to prudently raise your rates. When your occupancy starts to climb, when your revenue starts to climb from packaging and specials and better marketing of your Inn, these are clues that you are creating a demand and good value to your guests. When you are confident about the quality and value of the product you offer, then raising rates becomes any easy decision. No need to brood and ponder like Prince Hamlet. Determine your worth and take action.

Janet Wolf

 

K is for the 5 Keys to a Strong Business at your Bed and Breakfast

February 28th, 2012 by scott-bushnell

The B&B Team's Class of February 2012

Marilyn and I had the good fortune this past weekend to work with 9 excited aspiring innkeepers at our A Better Way to Learn InnkeepingTM  seminar held at the Wayside Inn B&B in Ellicott City, Maryland.  What a great group!  We laughed and networked with Bill and Charlotte Schmickle of the Flag House in Annapolis but the real focus was on the KEYS to a strong business at your inn.

  1. Location, Location, Location
  2. Understanding WHO will be coming to your inn
  3. Wrapping your inn AROUND those guests
  4. Think Sunday-Thursday
  5. Being the Best

Each of these Keys can be put on a continuum numbered, say, from 1-10 with 10 being the strongest.  Let’s look at each one:

  1. Location, Location, Location:  This has been the buzzword for any real estate purchase but for a Bed & Breakfast EACH word has a separate meaning:  The first definition is the Macro-location…is the inn located near major metropolitan areas from which to pull guests?  The more population close at hand (gas is getting more expensive!), the higher on the continuum the rating.  For the Wayside Inn, being located nicely in the Baltimore-DC corridor, this inn ranks high on this Location…perhaps a 9.  The second definition of Location includes the area attractions in that region which will draw guests to the area.  And the broader the diversity of attractions (historical, antiquing, entertainment, soft adventures, etc.), the higher the likelihood of drawing folks out of the nearby metropolitan populations.  The third definition of Location is the Inn itself…its attractive location in the town, its curb appeal and its accessibility.
  2. The second KEY is identifying the guests who will be coming to those area attractions…and what their needs would be.  If the attraction is an amusement park or college, children will be coming.  If there are businesses in the area, corporate travelers have particular needs as well.
  3. Wrapping your Inn around those guests’ needs is the next KEY.  Room features, amenities and services must satisfy the needs of those identified guests.  Business travelers need desks, Wi-Fi, multiple outlets, a forgiving cancellation policy, early breakfasts, and NO advanced deposits.
  4. The fourth KEY can often be a difficult one…Thinking Sunday through Thursday.  Any inn can fill up on the weekend, but that is only 28% of the week…an occupancy not high enough to pay all the bills.  Marketing to corporate guests, elder-travelers, quilting and scrap booking groups, or offering discounts to weekenders to encourage them to stay an extra day or two becomes a high priority targeted activity.
  5. Being the Best.  This KEY is what will keep your parking lot full while the inn across the street wonders how you do it.  Investigate what the competition is doing (and NOT doing!) and Beat Them!  Have the best breakfast in town, offer a welcoming warmth that guests enjoy, and make their experience complete.

This dynamic group of aspiring innkeepers heard this important message and are currently defining the profiles of the inns that are RIGHT for them.  Congratulations to all of them as they continue their journey into the world of inn ownership!      Scott

 

Innkeeper Poem

January 30th, 2012 by Peter Scherman

“Innkeeper”
by
Brooks Bradbury
Read and Presented at The Innkeeping Show, Jan. 26, 2012

YOU CHECK LEGIONS IN
CHECK LEGIONS OUT
YOU’RE PLEASANT EVERY DAY, NO DOUBT
YOU SERVE CANAPÉS
FRUIT AND CHEESE
WORK ENDLESS DAYS
YOU AIM TO PLEASE

YOU’RE CALLED OUT ON TRIP ADVISOR
AND NEVER KNOW WHAT THEY’LL SAY
GOOD REVIEWS MAKE YOU SEEM WISER,
THE BAD GIVE YOU HELL TO PAY

IT SURE BEATS LIFE IN A CUBBY
OR A TEDIOUS NINE TO FIVE DRAG
WITH MORE WEEKENDS OFF
YOU’D BE EVEN MORE CHUBBY
PROBABLY HALF IN THE BAG

ALL OF OUR GUESTS BRING JOY
TO THE HEART–OH I’M SURE–
MOST ALL AT ARRIVAL
BUT SOME AT DEPARTURE

WE’VE GOT PLENTY OF SECRETS
TO GET OFF OF OUR CHESTS
EVER GRACIOUS UNDER STRESS
WE APPRECIATE RETURNING GUESTS

WE’VE GOT HOLES IN OUR TAPE CHARTS
WE’RE DESPERATE TO FILL
THIS AIN’T FOR THE FAINT-HEARTS
NOR THE OVER-THE-HILL

WE CARRY THEIR BAGS AND SHOW THE WAY
POUR THE COFFEE AND SCRUB THE LOO
WELCOME STRANGERS, THE OCCASIONAL STRAY
WE OFFER ADVICE RECEIVE OUR SHARE TOO

YES, WE’VE SEEN OUR GUESTS NAKED,
AND WITHOUT INHABITIONS
WHEN THEY LOCK THEMSELVES OUT
IN AWKWARD POSITIONS

WE ARE IN TUNE WITH OUR GREASE-TRAP
BRAVE THE OCCASIONAL MOUSE
WE APPLAUD OUR SEPTIC–NO NEED TO CLAP
WE PRAY FOR IT WHEN GUESTS ARE IN-HOUSE

SO WE CLEAN UP SPILLS
PAY HEAVENLY BILLS
FLASH MILES OF SMILES
VACUUM HAIRS OFF TILES

SILENCE THE BEDSPRINGS
BUILD WALLS AGAINST SNORES
RETURN LOST & FOUND THINGS
SETTLE CHECK-OUT TIME WARS

WE POINT TOILET PAPERS
FOR NO CLEAR-CUT REASON
IS IT DIAMOND-STAR ENVY?
OR ARE WE OVER-REACHING?

WE SPRAY LYSOL ON VAPORS
PUT CHOCOLATES ON NIGHTSTANDS
GIVE OUT FREE MORNING PAPERS
PERFORM ABNORMAL HEADSTANDS

WE SPEND LONG HOURS AT LABOR
WITH NO HESITATIONS…
BUT AS WE ACTUALLY LIVE WITH OUR CUSTOMERS
WE DO HAVE A FEW RESERVATIONS

PERPETUALLY IN NEED
OF A LONGER VACATION
WE ARE THE FAITHFUL
OF THE INNKEEPER NATION

WE’RE GIVEN ONE CHANCE
TO MAKE FIRST IMPRESSIONS
WE LOOK ASKANCE
AT INDISCRETIONS
BECOMING AN INNKEEPER
MEANS WE’RE IN EVEN DEEPER
AND WE FLY BY THE SEAT OF OUR PANTS

IT’S OUR GUESTS THOUGH WE TREASURE
AS FRAGILE AND RARE
OF COURSE! IT’S MY PLEASURE!
YES–I’LL BE RIGHT THERE!

IT’S UP-CLOSE AND PERSONAL
WITH SYBIL-LIKE ROLES
SOMETIMES WE COULD BITE OFF SOME HEADS
JUST TO SPIT IN THE HOLES!

BUT WE SMILE THROUGH OUR ANGER
RESISTING THE URGE
WHEN WE’RE OVER-THE-EDGE
AND OUT ON THE VERGE

THIS IS OUR CALLING
WE ARE DESTINED TO SERVE
WE’VE GOT THE MANNERS,
THE BRASS AND THE NERVE

GUESTS RETURN JOY
AND LOVE YOU IN TURN
RESPONDING TO KINDNESS
WITH LOYALTY THAT YOU EARN

BUT SNOOZING AWAY
IN THOSE EARLY MORN HOURS
WHEN WE AWAKEN FROM DREAMS
OF FRETTE AND FLOWERS
REMEMBER THERE’S ONLY ONE
CHOICE WE NEED MAKE

IT’S NOT WHAT ROOM TO CLEAN FIRST
OR WHICH MUFFIN TO BAKE
NOT WHETHER QUICHE OR FRITTATA
OR THE GLUTEN-FREE CAKE
OR WHICH POTPOURRI
YOU’VE DECIDED TO USE
OR IF YOU NEED PADDED HANGERS
OR JUST PADDED ROOMS

BUT THE HEART OF THE MATTER,
THE REAL CRUX OF THE THING
IS WHEN YOU WAKE UP
TO AN ALARM BELL’S RING

A MOMENT OF TRUTH ARRIVES
EACH DAY IN YOUR LIFE
A DECISION YOU MAKE
THAT CUTS LIKE A KNIFE

YOUR ONLY CHOICE
IS THIS ONE, TO GET BY:
ARE YOU GOING TO LIVE?
OR ARE YOU GOING TO DIE?

IF YOU’VE DECIDED TO DIE,
PLEASE — FALL DOWN QUICKLY
AND SPARE ALL THE OTHERS
FROM THE NEGATIVE AND PRICK-LY

BUT IF YOU’VE DECIDE TO LIVE:
THEN BY ALL MEANS FLOURISH!
GROW JOY IN YOUR SOUL
LOVE AND BE NOURISHED

IN THE FINAL ANALYSIS,
IT’S THE GIFTS THAT WE GIVE
THE TIME THAT WE SHARE
THE WAY THAT WE LIVE
THE GIVING BACK
THE BEING THERE
IT’S THE FRIENDS WE MAKE
FOR HEAVEN’S SAKE

THE TIME GETS SHORTER
NUMBERED DAYS WHIZ BY
PLENTY OF WORRIES
TO STOP AND ASK WHY

IT’S AN INNKEEPER’S LIFE
OUR LIVING TO GIVE
SHALL WE SHRIVEL AND DIE?
OR, TURN-ON AND LIVE?

E is for Entrepreneur

January 18th, 2012 by Janet Wolf

 

All of us at The B&B Team work closely with aspiring innkeepers in our ‘Better Way to Learn Innkeeping’ Seminars. And in the immediate future are looking forward to meeting and hopefully inspiring many aspiring folks at the upcoming PAII Innkeeping Conference in Little Rock, Arkansas, January 23-26.  Aspiring innkeepers are also aspiring entrepreneurs. Innkeeper = entrepreneur, interchangeable!

Question? Can a person learn to become an entrepreneur or are the essential skills ‘born’ in you? Let’s take a look.

Confidence

Confidence

  •        Positive attitudes and belief in yourself. People who have lingering doubts and anxiety over stepping outside a corporate mentality are most likely not meant for entrepreneurship. We have had some aspirers in our seminars who have queried; What if we fail? I can honestly say that not once did the thought of failure enter into our thought process when Rick and I started pursuing our innkeeping career. We educated ourselves by attending a seminar and PAII conferences, consulted with our financial advisors and innkeeping consultants, we researched and visited properties, did our due diligence when we identified a property and finally, gathered all our business and personal skills together and focused on the process that would lead us to our goal. By going through this process you gain knowledge which translates into confidence and belief in yourself. A very successful entrepreneur once said; ‘We entrepreneurs have a hard time imagining that what we believe in so much could do anything but succeed.” More about him as we move forward.
  •       Innovative and inventive mind. Your business/Inn is your baby; it must be nurtured and fed constantly. For instance, we always suggest a business plan be written in pencil because you will revisit it on a regular basis, and it will be revised as needed. Your baby also needs constant attention. An inventive and creative mind will be put to use to breathe new life into your property and your ever-changing marketing strategies. Keeping abreast of the latest hospitality and social media trends and then creatively adapting them to your Inn is a practice that can result in real success. It is also fun and challenging!
  •      Move at a hare’s pace, not a snail’s.  Take your innovative ideas and implement them sooner rather than later. Always work to be a step ahead. Quick thinking people tend to be more successful.

Danny Meyer’s Union Square Hospitality Group (that successful entrepreneur I mention before) is one of the largest and most successful restaurant and hospitality companies in the world. But just like all entrepreneurs he started small with one restaurant. This quote from him highlights on the skills discussed so far. “The road to success is paved with mistakes well-handled. Overcoming adversity with imagination, courage, good humor and confidence is a crucial skill.” Mistakes? Yes, we have all and will continue to make some mistakes. Most can be foreseeable and avoidable from the beginning if you do your due diligence and go through the learning process. But I think Mr. Myers would agree that, if you make a mistake, have the courage to admit it, learn from it, change your direction and have the confidence to move ahead.

So, was the question answered? Can a person learn to become an entrepreneur? I think one has to listen to our internal voices. Do they say ‘go, go, go’ or do they say ‘maybe, I’ll see, I’m not quite sure’? Be honest with yourself when you listen to those voices! Then answer the question for yourself.

To conclude I will end with another quote from a favorite movie: A League of Their Own.  Coach Jimmy Dugan is talking to the team’s star player, Dottie Hinson as she is about to quit the team.

Jimmy: Baseball is what gets inside you. It’s what lights you up, you can’t deny that.

Dottie: It just got too hard.

Jimmy: It’s supposed to be hard. If it wasn’t hard, everyone would do it. The hard…is what makes it great.

Starting your own business/Inn is hard work and takes courage and conviction. But if you love the ‘work’ of providing pleasure for other people, which is the essence of hospitality, it can really be worth the entrepreneurial leap and the ensuing journey. Yes it is the ‘hard that makes it great’.

Janet Wolf

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