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An Inn is a Family

Monday, June 1st, 2009

I am not sure why I am writing this little note in this blog.  I just want to.

We just got word that Dolores’  husband passed away on Sunday.  Dolores was our loyal and long term innkeeper at The Lafayette Inn in Easton, PA., the inn we sold in 2005.  We inherited Dolores when we bought the inn 10 years earlier, and the inheritance was a gift of cherished value.  Bob, her husband, loved Marilyn’s quiche and they would often stop by the inn on Sunday morning after church hoping there was a piece or two left over after breakfast was finished.  There always was…especially for Bob.

Bob passed away on Sunday after a courageious bout with the big C.

Employees are family.  Their families are our family.  They rely on you and you rely on them.  And Dolores is one of the best.  With perfect attendance over decades of arduous schedules, and always willing to pitch in and do a couple of rooms if a housekeeper couldn’t make it in, her picture is in the dictionary under the word loyal.

We will miss you, Bob…and we miss you, Dolores, and the great folks at the Inn.      Scott

A-dapting: (verb): adjusting oneself to changing conditions… 

Friday, May 22nd, 2009

When Ellen O’Day saw dozens of kayaks and canoes passing by the Clarion River Lodge, in Cooksburg, PA., she saw the opportunity in a heartbeat.  She set up some clarion-river-pics-0801umbrella tables and chairs on the bank, fired up her grill, iced down some cold ones, and sold 4 cases of beer, a kajillion hot dogs and burgers, and got some local exposure that is hard to buy.

“I see my guests and visitors as my employer” says Ellen. “They tell me what to do…and I listen and I do it”.

The comment reminded me of a favorite quote by Gandhi…”I must see where my people are going so that I may lead them.”

Adapting to the changing marketplace in the B & B industry to meet the new trends and offer what the guest is asking for is easy to say. But recognizing which practices and policies actually hinder this change is usually more elusive. “Most innkeepers are too stubborn to change…afraid to adapt” she insists.   “They cling to current practices and habits.  I discovered my niche is with weddings and events and have made the changes to capitalize on the demands of my customers”.

Ellen’s full service restaurant, open to the public as well as guests at the 32 room lodge, changes its menu every 2 weeks to 2 months.  As seasonal prices of food fluctuate, so does the menu…offering local, seasonal variety and changing menu items that guests seek out to explore.  Even the kids’ menu offers sliders and mac & cheese.

The Adaptation principle offers advice to all innkeepers. Is it time to (sincerely) self-reflect on those policies and practices that are not adapting to the demands of the guests?  Do you have cancellation policies that are too stringent? (Are they really even needed?)  Are you afraid to change your dog policy?  Are you too stubborn to change your kids policy?  Are you ignoring Facebook or TripAdvisor because they are too technical? (Your guests aren’t). Do you anger your guests (they won’t show it) when you charge unnecessary late check-out fees if their feet aren’t out the door by 11 am?

Times are tough enough right now without shooting ourselves in the foot.  Take a moment to discover those practices or policies at your inn that are ready for change. Adapting to what our customers want is always a good thing.

Happy Memorial Day, All!    Scott



Bicyclers Adds Room-Nights during Mid-Week

Wednesday, May 6th, 2009

On a quick visit to St. Michaels, Maryland, today, I had the opportunity to visit the Old Brick Inn, a 12 room inn, which, if you count the Kemp House they own across the street, makes a total of 20 rooms.  As I was leaving, Bryn mentioned she had to prepare for 15 rooms checking in soonFifteen rooms on a Wednesday night? I had to know more!

The inn is on the route of a bicycle tour group called Carolina Tailwinds, a company that pulls together several-day bike trips around the Mid-Atlantic area.  Delmarva (a consolidation of Delaware, Maryland, Virginia) is the tourist

Bicyclers are great mid-week business

Bicyclers are great mid-week business

rich Eastern Shore of Maryland…flat as a crepe and easy for biking.  But as you can see from the links below, they are in every state.  When asking for more details of the IMPACT of this bicycle business, Bryn stunned me that each visit is for two nights, about 15 rooms, and they come 5 times a year…three times in the spring and twice in the fall.

Let me do the math for you…5 times a year, 15 rooms, 2 nights each trip…that’s 150 room nights!  Times $165 average ADR…that’s…er…a LOT of money! And they come mid-week!

Dave and Donna Reusing, owners of the Town Hill B & B, in Little Orleans, Maryland, have taken it even further.  They are located at mile marker 140.9 on the C & O Canal and offer a special pickup service to shuttle bikers back and forth from path to inn.  They have achieved status as the best place to stay in the National Geographic Map Guide to Appalachia.  This shuttle service, as well as the excellent care at the inn, have brought significant business to the Inn.

Another site to check out is www.bicycletour.com, a site to check out all the trips in any state.

Google it yourself…find the trips that might work in your area…get on the phone and find out how YOUR INN can be one of the stops on the route.  This can be an opportunity for those, probably larger, inns for strong mid-week business. Happy biking!   Scott

Location, Location, Location…the 3 Ingredients to a Successful Inn

Thursday, April 30th, 2009

When you ask a realtor what the 3 most important factors are when buying a house, the whimsical, but meaningful, response is “Location, Location, Location”.  The intent, obviously, of repeating the same word 3 times implies that Location is the ONLY factor when buying a home.

But when searching for an inn, or developing or strengthening an inn’s

marketing plan, the repetition has 3 distinct implications:


Location #1: Think of the inn’s macro-location first.  Is the inn located within easy reach (2-3 hours) of major directions-pheasant-field2metropolitan areas?  Having major population meccas from which to attract guests is a major asset of any inn.  A great example includes Pheasant Field B & Bin Carlisle, PA.  Within 3 hours of the inn includes such metro-megacenters as the NYC metro area, Philly, Baltimore, DC,, Pittsburgh, and only a few miles away, the capital of PA, Harrisburg.  That’s gotta be about 16 bazillion potential “one-tankers”  (guests that only want to spend one tank of gas for their mini-vacation).

For aspiring innkeepers, keeping Location #1 in mind when building a profile will ensure an advantage from the get-go.  For a current innkeeper, analyzing Location #1 in your SWOT  (Strengths, Weaknesses, Opportunities, Threats) analysis is an important step to strengthening your marketing plan.

Location # 2 is the immediate region around the inn.  What will bring the 16 bazillion people to your area?  It is NOT just to visit you, as much as we innkeepers would like to believe!  Having a variety of area attractions that appeal to longwood-gardens1multiple interests, great restaurants, and soft adventures will offer a one-stop shopping itinerary for any guest looking to get away.  Take the Pennsbury Inn, for example, in Chadds Ford, PA.  Within a few short miles of the inn is something for everyone:  Longwood Gardens and its world-reknown topiary gardens, Winterthur (the DuPont country house) for the antiquers and hortoculturists, Simon Pearce glassworks, the River Museum and its Andrew Wyeth Gallery, the Brandywine Revolutionary War battlefield for history buffs, and, of course, the Wine Trail and great restaurants of the region.

This vast array of attractions appeals to most any interest…with plenty to do for any visitor to the region.  For the aspiring innkeeper, what will bring guests to the area around YOUR future inn?  For the current innkeeper, which of these attractions can I package with, and build relationships with, to capitalize on THEIR popularity?

Location # 3 is an easy one, and the one most innkeepers, aspiring and current, focus.  This is the inn itself, its curb appeal, and the attractiveness of the surrounding neighborhood.  When a guest rounds the corner and sees the inn for the first time, we hope their eyes widen and they mutter the “ooooooh!” that we work so hard to achieve.  Many inns know how to achieve this look.  The example here, Brampton Bed & Breakfast Inn near Chestertown, MD., is brampton-inn-picnic1noteworthy for its curb appeal.

For the aspiring innkeeper, does your candidate inn have curb appeal, or can you give it great curb appeal?  Is it in an attractive and safe-looking neighborhood?  For the current innkeeper, taking a look from the road to ensure a great first impression should be a part of every capital expenditure plan.

Three separate interpretations for the same word…Location.  But each having distinct meaning

to ensure the success of an inn.

Consultant’s Advice: Aspiring innkeepers, ensure the profile of your candidate inn has ALL 3 location criteria metFor current innkeepers, look at all three definitions, assess and take advantage of the strengths of your location, and develop plans to strengthen those weaknesses or take actions for those opportunities that your location offers.

What are the strengths and weaknesses with YOUR location, location, location?

HOT DOG! 10-15 Room-nights PER MONTH!

Thursday, April 23rd, 2009

I enjoy (stealing, and then) passing on ideas to other innkeepers that might be useful to grow their own businesses.  Not a new idea…allowing pets at your inn…but I never had a real appreciation for how strong this segment of the market can be. 

 

A short visit to Pheasant Field B & B in Carlisle, PA., enlightened me.  Dee Fagan and her husband Chuck own a great 8 guest room inn that also boards pets of all kinds…including horses.  But the dog market is the one that kept my attention when Dee, answering about a 1000 questions I had for her, indicated that she estimates between 10-15 room-nights PER MONTH are guests looking for inns that accept dogs.  HOT DOG!  I never realized it was so significant!

 

Bubba doing room checks

Bubba doing room checks

Among all the inns in the association around the Carlisle area, only two accept pets.  So when ANY of those inns have a request for a room with dog privileges, referrals start pouring in to Pheasant Field.  10-15 room-nights PER MONTH!  It bears repeating…I can’t get over the magnitude of the business!  That would raise an 8 room inn with 40% average occupancy up to over 46% occupancy.  At $153 ADR (the 2006 PAII Survey statistic), that’s almost $28,000 per year, not counting any fee for the doggies’ visits.  At almost 20% NOI/Sales (another PAII stat), that kind of Cash Flow improvement can add up to $56 thousand buckaroos to the value of your inn when you go to sell someday.  HOT DOG!  The numbers just keep on growing!

Dogwood (get it?!) next to the pet walking area at Pheasant Field

Is that a dogwood (get it?!) next to the pet walking area at Pheasant Field

 

I feel so foolish that when we had The Lafayette Inn in Easton, PA., we were reluctant to take pets.  When I asked Dee about any damage or problems over the years, she said once a dog scratched a door when the owner failed to put the dog in the crate upon departure as required.  And once a barking dog, (whose owner claims Fido never barks), embarrassed its owners when they came home and Dee invited them to listen at the door.  Again, had the dog been in its crate, there would have been no problems. 

 

It takes some special preparations and processes to make it work.  Here are a few ideas the Pheasant Field takes to ensure a problem-free pet visit:

  • Requiring a pet to be in its crate while the owners are away precludes problems.
  • Having a properly equipped and identified place to visit when nature calls is important…and requires occasional policing by the innkeeper to ensure all land-mines are picked up.
  • Fees for pet visits are acceptable to guests.  Dee charges only $10.  That certainly will not discourage the thrifty guest from booking.
  • Private entrances to guest rooms is a real plus.  Not having to drag a dog through the inn to get outside is a convenience to ALL guests…even the ones there without dogs.
  • Requiring proper vaccinations is OK, if desired, and some inns limit the size of the dog…but too many restrictions may discourage bookings.
  • Providing a scooper, baggies, a spare leash, trash can, availability to water, and doggie treats make pup and owner feel welcome.

And once the process is set up…Market it, Market it, Market it.  On your website, in your keywords and Adwords, in your newsletters, in your rack card, in your personal notes and emails to your database…let the world know.

 

Perhaps it is time for other inns to rethink their no-pet policy.  I certainly wish I had when we had our inn…HOT DOG!…10-15 room-nights PER MONTH!  I can’t get over it.     Scott

 

Please reply and let us all know of other ideas you have to make a doggie visit a real boost to YOUR economy…And how are you marketing it?  

Invest in Personal Development during Recession Times

Tuesday, March 24th, 2009

2009 PAII Innkeeper’s Convention-Atlanta

I have heard a number of innkeepers these past two months that insist they cannot afford to go to the upcoming PAII Convention in Atlanta.  This is usually an inn’s slower time of the year anyway, so it is difficult to ascertain whether a dip in occupancy is due to the seasonality of the inn, or as a repercussion of the traveling public’s plans due to the current economic woes.

At the Mid-Atlantic Innkeeper’s Conference at The Homestead, in Warm Springs, VA., Jay Karen, president and CEO of the Professional Association of Innkeepers, presented some survey data of 218 inns from the fall of 2008.  About half (50.2%) reported business was stronger, or as strong as, the same period the previous year.  The remaining 49.8% reported business down from last year.  But that is not the interesting part…the reasons the inns gave as the reasons for the strong business are very interesting:

  • New or revamped website
  • New (professional) photography on their website
  • Strong packaging agreements with local attractions
  • Strong investment in the internet directories that send guests to their inns.

The innkeepers who had decreased business blamed:

  • Bad weather in their area
  • The economic conditions of this recession
  • Increasing gas prices
  • Decreased number of visitors to their region

Notice how the inns with increased business cite actions they have taken as the reasons for continued or stronger growth.  Notice how the inns with decreased business blame uncontrollable factors (I call this the Woe is Me syndrome).  Now is the time to take action to keep your business strong during the recession.  Failure to take these steps, and continued plummet of occupancy and resulting revenues will only hasten the decline of the inn on its Life Cycle (March 18 posting).

And there is NO BETTER place to pick up new ideas (at the Great Idea Fair), meet up with a website vendor (or 2!…at the Trade Show), go to the “How to” Workshops, network with others who are DOING the actions, and be energized with the General Sessions, than at the 2009 PAII convention.atlanta-paii-logo

It’s an Investment, not a cost.

Marilyn and I will be there…for those who cannot make it, take a look at the PAII Schedule of Workshops, select a couple that are of particular interest to you, and Marilyn and I will try to pick up the handouts.  There will also be a video/audio recording of ALL the sessions available through the after the convention.

We will be reporting our learnings at the convention, so stay tuned for additional feedback!

See you there!  Scott

Attracting College Business to Your Bed & Breakfast

Friday, March 20th, 2009

Go to the Head of the Class with College Business

College business can bring in mid-week traffic for three different reasons…so go after all of them!vt-graduation-by-jim-stroup

  1. Visiting speakers, professors and athletic recruitment, and those guests booked by the college. These are handled like other corporate guests.
  2. Visiting families coming to town with their high school senior for a college tour, often traveling with siblings…requiring multiple beds in a room.
  3. Parents and alumni coming to campus to visit their students or for a reunion. These guests are like other leisure travelers.

Again, like with corporations in your town, building relationships with the different offices on campus will pay off with bookings. Here are some tips on where to look and how to promote your inn: (more…)

Local Bed & Breakfast Goes Green (and gets Big Marketing Bang)

Friday, March 20th, 2009

Great Television Coverage!

Talk about FREE promotional coverage!  WBOC-TV, the CBS affiliate broadcasting to the Salisbury region on Maryland’s Eastern Shore, had at least 3 teasers about an upcoming 10 pm story about a local Bed and Breakfast that has taken on the challenge of environmental responsibilities.  The local politicians were praising the Inn since the effort helps the whole community in a region attentive to the Chesapeake Bay’s ecological concerns.ecology

The Cambridge House Bed & Breakfast, the effort of Dana and Jody Zarbano, has recently taken the steps to be green.  Such efforts as recycling, installing electric fireplaces, replacing incandescent lights, water conserving shower heads and toilet kits, and faucet aerators have not only lowered their operating expenses, but have given them a marketing tool that most inns do not have.

Congratulations to Dana and Jody for being the first bed & breakfast on Maryland’s Eastern Shore to make this commitment.

Consultant’s Advice: It is easy to pretend to be green…putting out a note that asks guests to reduce your laundry expenses is NOT enough.  Guests will see right through that.  The commitment has to be comprehensive, from purchasing ecologically-improved and recycled products, including amenities, from energy-saving devices, to pesticide-free (and local) breakfast foods to gray-water and recycling practices.  For additional information on becoming a CERTIFIED green lodging establishment, visit Green Seal, a non-profit organization to help committed bed and breakfasts with their efforts.  Once the commitment is made, make Going Green a part of your brand and market it everywhere.

Please forward your comments about YOUR practices to be Green.

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