The B&B and Country Inn Marketplace, bed and breakfast inn for sale, B&B for sale.

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By Maxine Pinson
Part II

The following list (supplementing “Effective Innkeeping from A-Z: Part I” in the last edition of The B&B and Country Inn Marketplace Guide) serves as a gauge for determining if your inn is up to par and how you measure up as an innkeeper. As you go down the list, think of other words you might add to each category (i.e. “V” also applies to variety, value quotient, visiting other inns) and if any of these words pertain to areas that could be improved to make your B&B or innkeeping even better.

Noise - Sounds that some folks enjoy (such as a ticking/chiming clock or a train rumbling nearby) may be considered an aggravating noise by someone else. Do what you can to minimize disruptive noises at your inn and consider placing a sound soother, now a feature of many clock radios, in guest rooms to provide additional sound control. Inns which have guest rooms located near the kitchen or office area need to take extra steps to assure guests are not disturbed by the noise of clanging pots (especially early in the morning) or a ringing telephone/fax machine.

Odors - What one individual perceives as a pleasant fragrance, another might consider an offensive odor. Distinguishing between a clean, fresh smell and a musty, moldy one is not difficult. Obviously, the former is what we all prefer. In an attempt to extinguish a disagreeable smell, be careful not to overcompensate with scented candles, incense, or room deodorizers; the result can be worse and may trigger allergic reactions from guests who respond adversely to specific scents.

Personal attention - This is an attribute of an inn which I consider paramount—so do most guests. Personal attention may be shown in a variety of ways, depending upon the particular guest and his specific desires or needs. When one truly cares about the well-being and comfort of another person, it shows. Train yourself (and your staff, if you have one) to be sensitive to any specific needs your guests may have, whether they are verbalized or not. For example, if you have guests leaving after a bad snow storm, clear the snow off the windshield of their car prior to their departure. Develop your own special ways to convey: “We are glad you chose to stay with us, and we hope you will come back often.”

Questionnaires - Do you have any tangible way of receiving feedback from guests on their stay at your inn? If not, consider leaving a card in your guest rooms with a 1-to-5 rating system covering the basics of how your inn was experienced by the guest. Feedback may be sought on such things as comfort, cleanliness, hospitality, breakfast, whether or not the guest would recommend the inn to others, suggested areas for improvement. Individuals will often provide information in writing that they will not offer otherwise.

Response - What is your response when you receive a complaint or criticism from a guest? Do you bristle up and become defensive, or do you make an honest effort to address the problem(s) in a constructive manner? Learn to differentiate between unwarranted complaints and legitimate problems that need to be rectified. Always respond to grievances of guests as graciously as possible, whether you decide to agree or respectfully disagree with whatever the situation may be.

Service - Bed and breakfast inns take pride in being a service-oriented business. Become aware of the services offered by a typical chain motel and strive, however you can, to offer assistance above-and-beyond what a guest receives at one of these. Unlike many motels/hotels, you are not expected to offer food service to your guest rooms, a restaurant, vending or ice machines, a swimming pool, wake-up calls, exercise rooms, or even a private telephone line. But you can provide personalized service (or unexpected, random kindnesses) in ways larger places are unable to provide.

Telephone etiquette - The first contact many guests have with an inn is when they phone for information or reservations, and it is imperative that this initial encounter is a positive one. Never let the phone ring more than 3 times before either you (or an answering machine) answer. Avoid, if at all possible, placing a caller on hold. When you answer a call personally, make certain your tone conveys warmth and a desire to be helpful. If you must use an answering machine, keep the message brief and be sure to return calls as soon as possible.

Unique -  This is one of the most over-used words in B&B advertising; however, it is a feature I always look for when visiting inns and a characteristic I encourage innkeepers to develop. With so many inns and variations now available, creating unparalleled features or characteristics presents a challenge. Yet, just as each innkeeper has a distinct personality, so can each inn. To begin with, concentrate on developing just one thing (if only something “unique” guests find awaiting them upon arrival or at turndown) that guests probably have not encountered elsewhere—something they will, specifically, associate with and remember about your inn.

Validity -  What is the “validity level” of your marketing and advertising? Do your rooms really look as good on site as they do online? Are the descriptive adjectives used to describe your property accurate or embellishing? Visit the Web sites of other inns to see if the adjectives used seem to fit the setting, the structure, the décor, and the various amenities—then re-access you inn’s validity level.

Welcome -  Once a guest arrives at your inn, your initial reception sets the tone for the rest of the visit. Consider how far the guest has traveled and how tired he might be from his journey. Make the check-in time brief; save the historical information and inn tour for later. Upon arriving at one’s destination, most guests are anxious to get their belongings into their room and, perhaps, make a visit to the restroom as soon as possible. After traveling for awhile, being offered a cold or hot beverage is usually welcomed.

X-ceed expectations - There is no greater compliment a guest can give an innkeeper than to say, “Your inn is even better than I anticipated!” When promoting your inn, don’t show and tell everything—just enough to lure guests to your B&B. But, always keep a few surprises so their expectations will be exceeded even beyond what is anticipated.

Yearn to return - The basic goal (at least for the majority of your guests!) is to make them “yearn to return” to your inn for another visit. By striving to be an “Effective Innkeeper from A-Z,” you may be assured that this goal will be attained with ease.

Zest - Do you project recognizable zest or passion for your role as an innkeeper, or do your guests perceive you as one simply going through the motions of a job you are paid to perform on a minimal scale? When guests sense you truly enjoy innkeeping and hosting guests, they feel more at ease and your enthusiasm will likely be recycled through them.

Maxine Pinson is editor/publisher of The INNside Scoop (www.innsidescoop.com), a bi-annual B&B newsletter and author of INNside Scoop: Everything You Ever Wanted to Know About Bed and Breakfast Inns.” Maxine resides in Savannah, Georgia and may be contacted at innscoop@cs.com.