The Perpetual Pain of Policies

Blaise Bahara and Bess Giannakakis are the innkeepers of Gateway Guesthouse, a modern B&B located near downtown Austin, Texas. Blaise combines her business background with Bess's professional chef experience to run a successful B&B that's booked up during every event in the city. In today's post, Blaise generously shares tips on how to create and enforce policies as an innkeeper--one of the profession's most confounding challenges. Thanks Blaise!

As with most innkeepers, we have learned about our policies and enforcing them the hard and painful way--the not-zen, not-fun, not-B&B-like way! If I can save even one new innkeeper from making one of our mistakes, it's worth sharing our experiences with you.

I actually do not feel the specifics of the policies matter all that much, as long as they are sane and in line with most standard or regional industry practices. Therefore, I’m not going to bore you with the specifics of our policies. You can view them here if you're interested.

The more important point is how you enforce those polices while maintaining your business and sanity without being a jerk. Every policy situation is different, so we try to enforce our policies using a set of guidelines rather than a strict letter of the law.  We take each request and set it up against these guidelines:

1) The answer is yes, but if it’s not possible for us to accommodate the request, we try to find an alternative. For instance:

• Yes, you may leave your bags here on our back deck, but we can’t accommodate an early check-in.

• Yes, we will try to offer you a refund, less the administrative fee, if we’re able to rebook the space.

• Yes, you can invite your friends from Austin or other hotels to hang out with you here at our pool (pictured).  But we have a daily usage charge of $75 per person for up to three hours.

• Yes, we can have some scones and coffee available for you after 9 a.m., but not the chef-made breakfast that will be served between 6 a.m.-9 a.m.

2) The request cannot potentially interfere with the happiness of another guest or our neighbors. This comes into play most often with our pool and spa.

3) The request cannot interfere with time we have set aside to be closed,” and therefore, alone. Because of the type of inn we choose to run, it is all about personal attention from us when desired. That means that at some point, every so often, we need down-time or become grumpy bears. For the enjoyment of all our guests, we guard this time.

4) To be 100% honest, the request cannot cost us more money that we feel it will generate in goodwill. It’s basic ROI.

There are truly only a few times we’ve ever just flat-out said no to a request. I can remember all of these instances, and frankly, hated them every time. It is unpleasant for both guest and owner when we have to be strict, but at the end of the day, you know if it is outside the guidelines and is simply not a wise idea to facilitate any other answer than ‘no.’

The final thing I will say is that when a policy is being ignored, without question, the faster you can address the issue, the better. For instance, if you look outside and there are strangers at your pool hanging out with guests, do not delay because you think they’ll leave any minute. They won’t. They are there because your guest told them it was a rockin’ place to hang out, and they are not going anywhere soon. Go out immediately, ask the guest aside, and quietly remind them of the policy.  They can then choose how they wish to proceed; hang out elsewhere or pay the day charge.

These are the tough times. They are never fun, and frankly, you might ponder, “Who on earth would think that is OK?” The wise move is to respond calmly, not react. The response is to assess your guidelines and take action as needed, and quickly.

You and your guests will then all be happy campers!

Pictured: Blaise and Bess

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Popular Bedroom Décor Trends for B&Bs

Michelle Lim of Chicago Luxury Beds wrote this guest post to help innkeepers and B&B owners come up with new bedroom décor ideas for their inn or B&B. 

There are usually many reasons why a guest loves staying with you. Maybe it’s your hot home-cooked scones, or perhaps it’s the relaxing ambiance you provide. Perhaps it’s your gracious hospitality or excellent amenities. But one thing guests always love is a comfortable guest room where they can feel pampered and at home.

If you are thinking about making improvements B&B, whether to make it more luxurious or just a little more modern, consider incorporating some of popular bedroom décor trends if you haven’t already.

Go Green
People all over the country, from Miami to San Francisco and from Scottsdale to Portland, are looking for ways to reduce their carbon footprint. An increasing number travelers seek hotels and inns that also keep the environment in mind. There are many simple ways to go green, like asking guests to consider reusing towels and sheets. If you can afford to spend the money, you may want to invest in organic bedding, which is made without pesticides and toxic chemicals. You may also want to start using scent-free, chemical-free detergent on bedding and add recycle bins to the rooms.

Go Even Greener

In addition to “going green” in the environmental sense, if you are looking to update the rooms in your B&B, you should consider painting them. This year’s hottest hue? All shades of green. Whether you are looking at lime colors or dark forest greens, a new coat of paint can really spruce up (pun intended!) a drab room. And be sure to use environmentally safe paints, that won’t bring toxins or chemicals into your pristine B&B environment! You also don’t need to paint the entire room. “Statement walls” are a popular trend, too!

Add Electric Fireplaces
One way to make a guest’s stay more comfortable is to provide a room so wonderful that they hardly want to leave. Installing an electric fireplace makes the room cozy and invites guests to spend even more time relaxing in their room. A fireplace is often a room’s focal point, so adding one can really change the feel of the whole bedroom. Other than providing warmth and comfort, they serve an aesthetic function that brightens up a room.

Get New Bathrobes
Hopefully your B&B already offers guests complimentary bathrobes to use during their stay. But if you really want to make your guests feel like they are living in the lap of luxury, this is an easy, low-budget way to make a big impact. Pick out some really luxe robes to use in your bed and breakfast. Even if they are just cotton, offering your guest a new, soft, luxurious bathrobe is a great way to make them feel better than at home.

Offer Different Lighting Options
How many lamps or lights does your standard bedroom offer? Make sure your guests have plenty of options since lighting is one of the most important ways a room sets its tone and ambience. Dimmers are great options since they give plenty of choices to the guest, but also be sure you have bedside lamps and free standing lights throughout the room. While candles can provide nice lighting, they’re usually too risky.

Add Contrasting Textures
If you are choosing new drapes, pillows, or area rugs for your B&B bedrooms, keep in mind this new trend. Using contrasting textures, like a crushed velvet throw on a leather couch, makes all the textures stand out. It creates a luxe, high-end look that can be achieved on a relatively low budget. Even small accessories, a throw pillow or a mirror, can be used to accent the textures you already have.

These are just a few popular trends in B&B décor, but remember that part of what makes your B&B so special is that it’s unique. It’s important to find a balance between your style vs. modern trends. Have you incorporated any of these trends into your B&B?

Pictured: Inn at Sunrise Point in Lincolnville, Maine

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Congrats to the Winning Breakfast Tournament Dish!

Food lovers have voted in the second annual Best B&B Breakfast Tournament, and Lemon Soufflé Pancakes with Blueberry Compote from the 1851 Historic Maple Hill Manor Bed and Breakfast in Springfield, Kentucky came out on top. For two weeks, our Facebook fans voted on 16 breakfast dishes submitted by innkeepers in a bracket-style competition until one dish won the title of the Best B&B Breakfast Recipe. Congrats to the innkeepers who came up with such a tasty, popular dish!

Ready to try something new for breakfast? See the recipe and try it for yourself!

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Join us for a Free Marketing 101 Webinar

Do you want to learn how to take your marketing to the next level and increase your revenue? If you're a BedandBreakfast.com member, join us for a free webinar, Marketing 101, on April 9 from 1-2 p.m. CST. Whether you're new to the B&B industry or a seasoned innkeeper, this webinar will help you learn the building blocks of marketing.

The presentation will cover the four P’s of marketing, plus one (people!). The webinar uses expertise from BedandBreakfast.com's Director of Marketing and Marketing Specialist, who possess a combined 8+ years of marketing experience and two Masters degrees in marketing. This free webinar will help you understand how and why you should be communicating your value with potential guests.

By the end of this webinar, you will have a solid checklist of questions to answer about your marketing strategy, which will help you create a strong plan for success moving forward.

Sign up now to reserve your spot--space is limited!

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The Pros and Cons of Having a Gift Shop at Your B&B

An inn gift shop is an ideal spot for selling your branded items. Before opening, consider the pros and cons.

Advantages include increased income, expanded branding, and a draw for new and returning guests. On the other hand, remember you’ll need to find space, invest in inventory, and keep track of income and expenses. Here are some great suggestions from innkeeper Debbie Reynolds of the Rocky Mountain Lodge & Cabins.

•    Select the items you’ll carry. T-shirts, mugs, robes, hats, candies, bath amenities, and locally made crafts and edibles are all good ideas. Offer samples, especially for foods, lotions, etc.

•    Determine how much space you’ll need. Display gifts at eye level; don’t clutter the area with too many items crammed together. A gift shop doesn’t require a separate room. Many innkeepers run successful gift corners from a cupboard or bookcase.

•    Start small. Stock just a few items until you learn which sell best. Order wholesale using your sales tax license.

•    Get a current and valid state sales tax license. You’ll need to pay the sales tax you collect on a regular basis.

•    Build in a profit. The general rule of thumb is to double your cost, then add 50 percent. Use common sense – what would you pay for that item? Consider a smaller markup on items that advertise your inn (like coffee mugs) than ones that don’t (like locally made jewelry). You may have to adjust prices initially until you find a good balance.

Do you have a gift shop at your inn? Leave a comment and let us know what you have learned from running it!

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Have You Mastered the Three Basics of Hospitality?

As an innkeeper, you are welcoming people into your home, but it's not always easy to make guests feel welcome. You must be absolutely sure you and your staff focus on the basics of genuine hospitality in the following areas:
 
Answering the phone and replying to email

You’ve allocated plenty of money to get the phone to ring…and then what?  Is your staff well-versed in good, clear communication while handling telephone inquiries? Are they good listeners, looking for clues on what the prospective guest is really looking for, or are they treating the call as if it is just one of the hundreds that come in every day? 

Let’s remember, when people call or send an e-mail message, they are fully aware that your inn is not one of 1,000 rooms. So their expectation, for the phone and the e-mail reply, is certainly within 24 hours, preferably the same business day. This first impression sets the stage for persuading the guest to actually make the reservation, and also sets up expectations for the actual visit.
 
In-house contact

If your guest wanted six swimming lagoons and a 50-yard-long breakfast buffet, there are plenty of alternatives for them to consider – yet they choose your inn. Why? Part of the reason and rationale is to enjoy the comfort that comes from staying in a friendly, homey atmosphere of a genuine B&B or inn.

Things to consider:
 
•How is your staff ‘extending’ themselves during the visit?
 •What sort of priority do you set and establish for guest name retention and utilization?
 •What sort of standards have you set for ongoing contact, like checking on or interacting with your guests?
 •Don’t presume that everyone on your staff sees the practice of service exactly as you do.
 •Don’t presume that everyone on your staff delivers their version of hospitality as you would.
 •Inspect what you expect and see what sort of rating you would assign to your staff in this important area of in-house contact.
 
Follow-up

Everyone agrees that the cost of attracting new customers is much greater than the cost retaining satisfied ones and making them repeat guests, right? So why does the essential task of timely, appropriate and creative follow-up tend to get lost amidst all the other duties that need to be completed? Inconsistent follow-up costs you money by reducing repeat and referral business. Use some of the following to express appreciation for your guests’ business:

•Take down a note about a guest's history, then act on some celebration dates to invite guests back. Offer returning guests free flowers and chocolates if they celebrate their anniversaries or birthdays at your inn.
•Use thank-you notes to convey the personality of your inn and remind guests to return.
 •Create a regularly scheduled calendar of communication and email or mail it to targeted parts of your past guest list at appropriate times of the year.
 
These suggestions should help increase your occupancy. In general, innkeepers agree that 60% of their guests are prospective buyers when they call. Just emphasizing the importance of working the phone and e-mail more effectively and initiating conversation about potential experiential options could increase your conversion tracking by about 10%.
 
Remember: No one really needs to stay with you. Experiential tourism in all of its various shapes and sounds and sizes is going to provide plenty of tempting options for prospective guests to consider as they plan their next trip or getaway. Nevertheless, if you actively employ these three basics of hospitality, you will most likely capture more first-time and repeat guests.

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How I Got Started as an Innkeeper: Gateway Guesthouse

Running a B&B is rewarding, but nobody said it would be easy! Blaise Bahara and Bess Giannakakis are the innkeepers of Gateway Guesthouse, a hip B&B located in Austin, Texas. Blaise combines her business background with Bess's professional chef experience to run a popular B&B that offers a wide variety of gourmet cooking classes. In today's post, Blaise shares the challenges they overcame and offers advice to those hoping to open the inn of their dreams. Thanks to Blaise for providing these expert tips!

I think the first step to starting a B&B is deciding what your BRAND will be, for lack of a better term. This is just marketing jargon for finding and fixating on what it is that you love to do, and that will make your B&B special.  We love food, and it’s a huge part of our brand. In addition, we love luxury and over-the-top customer service, so these round out our brand. I think that deciding what you will love to deliver, to do, to provide, day-in-and-day-out, is the key.

Side note: I think there are far too many B&Bs out there whose owners just want to keep their house, so they decide to make it a B&B. Paying your mortgage is not a ‘brand;’ it’s a result of delivering your brand well.

You should then consider where your brand is needed. Where is the market that suits what want you want to do and where is it not oversaturated? If you’d like to have a B&B that encourages hiking, you’ll need to be near trails. Or it might make sense to open a B&B that focuses on wine in Napa, but really....is there room for another one of those?

Now, you look for a space (or in some instances, you build a space), and you make sure that space supports your brand. For instance, we would never have purchased a home with a tiny galley kitchen and no space to expand. Our kitchen supports our brand. We also wanted to make sure that our common spaces were large enough for people to not feel cramped. I thought about a day when it might be raining and everyone would decide to ‘hang out’ at the inn.  We wanted people to feel like they had privacy but also like they could be around the house and not feel like they were on top of one another. There was so much more we thought about, but that is an entire post unto itself!

All of this sounds hard, but it’s not. It’s just trusting what makes your heart sing.

At this point, you have two choices:
1. Buy an existing B&B
2. Create a B&B

My experience is creating a B&B, which has its unique challenges. First, in terms of licensing, get to know people in the city government. Try to find out if there are guidelines or rules or anything that can help you navigate creating a B&B. And get ready for the fact that no government agency can decide what we are: residential or commercial. We confound them because we live in our businesses. I’m sure the time and effort involved in getting your license will vary based on place. However, just be prepared for it to take about 16 times longer than you think! Get to know your neighbors; they can help or hurt you.

Bottom line: You will eventually get approval and your license.  So, all the while you are working with the governmental agencies and wanting to pull out your hair, you also need to be creating your inn. Perhaps this involves huge building and/or landscaping projects. Get on them. It will MOST CERTAINLY involve massive amounts of shopping. Get ready to give Bed, Bath and Beyond, Overstock.com, Macy’s, Best Buy, etc. some hugely significant amounts of money. Sometimes we laugh when we actually count and realize we own nine TVs!

Create rooms that make you happy, but that also leave room for the guest.  There is nothing worse than walking into a room you’ve booked and feeling like the owners’ taste is overwhelming you.  There is a happy medium between the entirely non-descript Hilton room and the overly, crazily, cloyingly decorated rooms of many B&Bs.  LEAVE ROOM FOR THE GUEST IN THE ROOM! This is both mental (don’t club your guests with your taste) and physical (leave them space to put out THEIR things on the tables, the dressers, the bathroom counters).

In terms of room amenities, I like to stock the room with everything I think a guest could need or want, within reason.  That includes pool towels, slippers, and robes in addition to the normal bath towels. We have what I call a dry bar in each room; glassware, including wine glasses, corkscrew, napkins, mini-coffee pot, coffee, tea, and mini-fridge. In addition to the flat screen TVs, we have shelf stereos that play radio, CDs, and pods.  And just in case, each room has umbrellas, pens, paper, and a lint brush! I just about burst with joy one morning when a guest said to me “everything I thought of needing was right where I hoped to find it."

So now, you have your brand, your space, you license, and your rooms all set.  Time to open your doors and enjoy!

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Linens 101 for Innkeepers

We received a question from an aspiring innkeeper about the ins and outs of linens. With so many choices, it's difficult to decide what you need to buy. Susan Sternthal, owner and buyer of B&B linen company InnStyle, wrote this guest post to help innkeepers--aspiring or seasoned--understand the basics.

Besides a wonderful breakfast, good company, and excellent hosts, guests appreciate a clean, well dressed room and bed! There are many available opportunities to dress a bed and room to its best advantage. Some concerns, especially for those with allergies, is that the room be prepared for a highly allergic guest. I will address these concerns.

Bed and breakfast and country inns always had a reputation for decorating with doilies, ruffled bedspreads, dolls, stuffed animals, etc. Most inns have moved away from that decorative look and have decided to go more simple or minimalistic. They have cut down on all the extra stuff in the room and got down to just essentials. Less is more. More being more attractive and appealing to the eye…and less to catch dust.

Duvets and coverlets
For decorative top of bed, many properties are using duvets and duvet fillers (either down or down alternative). Duvets and alternative fillers can be washed, as well as some down fillers (but be sure to check with the manufacturer). The duvets should be washed after every guest checks out of your property. The fillers can be washed once a month unless there was an issue with staining.

If you prefer to use down fillers or you think that your guest would appreciate the loft and warmth of a down filler, you should always have a few alternative fillers on hand for those that are allergic. There are down fillers available that are hypoallergenic, but you may find that they are priced higher.

Coverlets (one offered by InnStyle is pictured) also have been a very popular choice for top of bed. They are shorter and less bulky than a comforter. Most coverlets can also be washed often. My suggestion would be if you are using a coverlet or quilt, use a decorative box spring cover rather than a bed skirt, which can become dusty and would need frequent washing for those concerned about allergies.

The triple-sheeting method
Another popular and protective development in the hospitality industry is using triple-sheeting. When a bed is made using the triple-sheeting method, you would place a fitted or flat sheet (some properties prefer flat sheets only) over the mattress pad, then a flat sheet would be layered. A blanket would then be added with a 3rd flat sheet on top of the blanket. This way the blanket never touches the guest's skin, as it  is protected by a sheet on top of it and a sheet underneath it. You would then add your duvet or coverlet. If you would like to add a little pizzazz, add a throw or bed scarf at the bottom of the bed. A throw is more useable, as a guest can use for warmth when sitting in a chair.  Either way, it makes for a beautiful looking bed as well as a more hygienic bed.

Guests with allergies
Many guests are allergic to dust, pollen, etc., and there are precautions you can take to protect them. Remove whatever you can in the room that would minimize dust collection. On the bed, you should always have a fully-protected, zippered mattress cover. It is best if it is a bed bug, waterproof, hypoallergenic cover. This will protect the bed from bedbugs and dust mites, and protect you if a guest questions you. You will need the same protector on the box spring. These do not have to be removed. You will need a mattress pad on the bed over the mattress protector and under the sheet. A mattress pad is used, not only for protection, but to add comfort to the mattress as it is padded. These also can be purchased with waterproofing and hypoallergenic. The mattress pad can be washed often. When a guest leaves, the bed should be stripped of all bedding and washed for the next guest’s arrival.

Hypoallergenic pillows should also be used along with pillow protectors. The pillow protectors should be washed often. Pillows can also be washed and refluffed in the dryer to bring the loft back.

Other must-haves
If concerned about allergies and dust, I would suggest hard window treatments on the window rather than drapery especially for allergy-concerned guests. Hard treatments can be wiped down often for dust removal. If using drapery, these should be checked often for dust, vaccumed, washed or dry cleaned.

Luggage racks are also a must. If used properly, luggage will not go on the bed, which is a real problem with all the germs they could be carrying. I suggest keeping the luggage rack out--not in the closet. This way guests will know that these are to be used!

Of course, sheets and pillowcases will be washed after each guest’s visit. How often you wash your top of bed, mattress pads, pillows, pillow protectors, blankets depend on use of room. Each room may be treated differently depending on staining issues (another subject all-together). I would suggest preparing a schedule for washing all of the above mentioned. Some properties may choose to do these once a month. I think that you will have to decide for yourself what will work for your property.

At InnStyle, we always welcome phone calls, emails for advice on decorating, sheet choices and staining issues. We also offer a start-up list of linens and products needed when opening a bed and breakfast or inn. Please feel free to call us at any time on our toll free number, 1-800-877-INNS.

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How I Got Started as an Innkeeper: Brooklyn Mining Co.

As an aspiring innkeeper, it can be tough to navigate complex regulations and get your business off the ground. In this guest post, Eric Helmick, innkeeper of Brooklyn Mining Co. (pictured) in Idaho Springs, Colorado, shares the steps he took to start his unique inn. It is run completely on solar power, and he uses his professional chef experience to teach hands-on cooking classes to guests. We are thrilled that BedandBreakfast.com played a role in shaping his inn's success--especially since we didn't even ask him to mention us! Thanks to Eric for sharing these valuable tips.

How We Got Started

1)  Lots of online research brought us to BedandBreakfast.com. They have already outlined much of the process and made the initial sign-up doable. There are a number of other sites out there that can market your B&B, but BedandBreakfast.com by far offers innkeepers the best price, marketing solutions, and support.

2) We wanted a professional look, so knew we also had to have a reservation and credit card processing program. Rezovation was the answer, and they were able to connect us to Intuit the same day for credit card processing.
 
3)  Regarding local laws and regulations, we went to our county website and called the office of Public Health to get direct answers. They pointed us to the website that dealt specifically with B&Bs. Though our county does not require a business license or health permit, they do require a small permit fee for serving alcohol. But the site proved priceless when it came to getting all the details of what we needed to know to comply.
 
4)  Before we "opened" the door to our B&B, we invited friends and couples to stay overnight with us and experience our idea of guest comfort and hospitality. We then asked them for a review, and ideas on what we could do to make the experience better. No idea was a bad one, and in fact, most were implemented immediately in an effort to make our guests stay a perfect one.
 
5)  Beware of start-up costs! It's easy to get caught up in buying brochures, business cards, posters, online ad space, and little amenities that you might not be able to afford at first.  We let our online presence with BedandBreakfast.com do most of the work for us, but also made sure they were helping us with marketing on alternative sites like Expedia. We bought two sets of bathrobes because it's a comfort most guests appreciate. And we found small unique soaps for the bathroom.  Now we produce our own line of lotions, soaps, and shampoo, but we started with something simple and affordable.
 
6)  Keep the menu awesome, but simple. If you're a returning guest, we know--and we will prepare something you have not had at our inn before. But if you're new to our inn, you're going to get the same as everyone else. Wood-fired pizza for dinner, and awesome French pancakes for breakfast.  It makes it simple to have the same ingredients on hand.
 
7)  Set aside plenty of time to set up your business through whatever channels you decide to use. Making the reservation and guest check-in seamless for guests is very important in giving them professional insight into your business.
 
8)  Lastly, remember: It's odd to have someone stay in your home, especially if they're staying in a room in your home and not an on-site cottage. It's your job to provide a quality and comfortable lodging and dining experience. It's also your job to ensure your marketing materials are honest about what you have to offer. If you have a jacuzzi tub, don't advertise it as a spa! It's just a jacuzzi tub.  There are very specific offerings a spa has that you need to know before you offer it as an amenity. 
 
Your job is to provide a great experience...not all the entertainment!  Once you've welcomed your guest and made them feel comfortable, they have a role to play too--"relaxing" and finding things to do. Have fun and blessings on the new adventure!

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Make Your B&B Perfect for a Romantic Getaway

B&Bs are huge draws for coupes seeking romantic getaways, whether for Valentine's Day, an anniversary, or just a quiet escape from the kids. Want to appeal to these travelers? Offer these amenities and describe them on your BedandBreakfast.com listing and website to make sure your inn stands out as being ideal for couples.

• A lovely setting. Offer rooms with a porch or balcony offering views of the water, mountains, fields of flowers, or twinkling city lights down below.

• A quiet room. The roar of truck traffic is not conducive to a romantic escape, let alone a good night's sleep. Good sound-proofing is equally important; nothing is less romantic than listening to the couple in the adjacent room being intimate.

• Appealing decor. Handsome, uncluttered, distinctive furnishings, with a big, comfortable bed go a long way. A cozy fireplace and double Jacuzzi or soaking tub are definite enhancements.

• A private breakfast, served at their convenience. They may be interested in starting the day with breakfast in bed, or at a cozy table for two. Family-style breakfasts with lots of group interaction are not as conducive to intimacy.

• Adult atmosphere. Romantic travelers prefer unobtrusive innkeepers who respect their privacy, yet are available for questions. If your focus is on attracting couples on a romantic getaway, you may want to consider not allowing children; cranky toddlers and whiny kids are not what these travelers will want to hear.

• A romance package or add-ons. Packages can increase your revenue, and couples seeking romance often appreciate packages or add-on options such as cold champagne, fresh roses, handmade chocolates, bubble bath, or couples massages.

We suggest you explore the winners of our Top 10 Romantic Inns of 2013 award to see some examples of B&Bs that excel at this category.

Have you found any special ways to bring in couples seeking romance?

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