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Behind the Scenes Secrets to Disney Hospitality Magic

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Here are some behind the scenes secrets to Disney hospitality magic.  Disney Company focuses on giving their customers a memorable guest experience that exceeds their expectations by paying attention to details. Hospitality providers know that exceeded expectations leads to returning guests as well as word-of-mouth guest referrals.

Hospitality providers should always analyze the experience from the guest’s perspective.  Disney defines “guestology” as the art and science of knowing and understanding their customers. More commonly known as “market research.”

Disney’s theme is “We create happiness [their mission] by providing the finest in entertainment [how their mission is accomplished] for people of all ages everywhere [for whom].”  Disney set four criteria standards (in order of priority) which outline the the actions necessary to accomplish their service theme:

  • Safety (they look out for the welfare and peace of mind of their guests)
  • Courtesy (they require that every guest be treated like a very important person)
  • Show (they must offer seamless and exceptional entertainment for guests)
  • Efficiency (they strive for smooth operation and prioritize their standards)

Epcot Theme Park - Walt Disney World Resort 2016 China Park

With the magic of service, Disney recognizes that the most important judges are your customers.  Therefore, it is extremely important to know and understand your customers.  Demographics are factual knowledge about your guests including who they are, where they are from, and how much they spend.  Psychographics seek to better understand guests’ mental states–their needs, wants, expectations, and emotions.

Disney, as a company, watches what people do in their theme parks, resorts, and stores to find out how they can make it more enjoyable for them.  They use methods like surveys, comment cards, guest observations, and mystery shoppers as well as read guest letters and emails.

Disney studies guest usage and visitation patterns.  Knowledge developed from guests is used to create and improve all elements of the quality service cycle.  According to Disney, it is crucial to gather information at a variety of points during a guest’s experience.

With the magic of the cast [what they call their staff], Disney understands that you never get a second chance to make a first impression.  Disney trains their cast in universal procedures and behaviors, with performance tips, and guidelines for guest service.

  • Make eye contact and smile: start and end every guest contact and communication with direct eye contact and a sincere smile
  • Greet and welcome each and every guest: extend the appropriate greeting to each and every guest with whom you come into contact, make guests feel welcome by providing a special differentiated greeting in each area
  • Seek out guest contact: it is the responsibility of every cast member to seek out guests who need help or assistance (such as listening to your guests’ needs, answering questions, and offering assistance)
  • Provide immediate service recovery: it is the responsibility of all cast members to attempt, to the best of their abilities, to immediately resolve a guest service failure before it becomes a guest service problem; always find the answer for the guest and/or find another cast member who can help the guest
  • Display appropriate body language at all times: it is the responsibility of every cast member to display approachable body language when “on stage” (visible to guests):  be attentive, clean cut, have good posture, and appropriate facial expression
  • Preserve the “magical” guest experience: always focus on the positive rather than the rules and regulations; talking about personal or job-related problems in front of guests is unacceptable
  • Thank each and every guest: extend to every guest a sincere thank you at the conclusion of every transaction and give an expression of appreciation as he or she leaves  your area

Epcot Theme Park - Walt Disney World Resort Scandinavian Village

With the magic of setting, Disney wanted his cast to pull off fantasy without losing sight of reality.  It was important to him that others find their fantasy believable.

Whether companies know it or not, all organizations build messages to their customers into the settings in which they operate.  The setting communicates the quality of the person’s products and services that customers can expect as well as the price they are willing to pay.

Setting must be designed and managed effectively to effectively communicate and deliver service to customers.  Setting is not restricted to physical properties, but extends to reservation systems, cleanliness, comfort, and so on.  Setting components include:

  • Architectural design
  • Color
  • Directional design on carpet
  • Focal points and directional signs
  • Landscaping
  • Lighting
  • Music and ambient noise
  • Signage
  • Smell
  • Taste
  • Texture of the floor surface
  • Touch/tactile experiences

Walt Disney’s motto was, “If you can dream it, you can do it.”  “Imagineering” was his term for the blending of creative imagination and technical know-how.  Disney has the following ten setting principles:

  • Know your audience: have a firm understanding of who will be using your setting
  • Wear your guest’s shoes: evaluate your setting from the customer’s perspective by experiencing it as a customer
  • Organize the flow of people and ideas: think of the setting as a story and tell that story in a sequenced, organized way; build the same order and logic in the design of customer movement
  • Create a visual magnet: Disney uses visual landmarks (like Cinderella’s Castle) to orient and attract customers
  • Communicate with visual literacy: use the languages of color, shape, and form to communicate through setting
  • Avoid overloads: do not bombard customers with data; let them choose the information when they want it
  • Tell one story at a time: create one setting for each big idea; avoid the confusion of mixing multiple stories into a single setting
  • Avoid contradictions: every detail and every setting should support and further your organizational identity and vision
  • For every ounce of treatment, provide a ton of treat: give your customers the highest value by building an interactive setting that gives them the opportunity to exercise all of their senses
  • Keeping it up: never get complacent and always maintain your setting; keep it clean, protect it from damage, and repair wear and tear

Epcot Theme Park - Walt Disney World Resort Morroccan Area

What does your setting tell your customers?  What they see is as important as what they don’t see.  Setting not only creates an impression, but it can guide guests through service experiences.  Appeal to all five senses: sight (ex: colors), sounds (ex: music), smell (ex: popcorn), touch (ex: water fountains), and taste (ex: changing menus).

The Disney cast must keep onstage [anywhere they are visible to guests] and backstage [not seen by guests] separate.  Did you know that Disney employees can go underneath the park to get from one area of the part to another? That is why you will never see a Disney character travel through a section of the theme park unrelated to their character.

Like the Biltmore Estate in Asheville, North Carolina, Disney offers behind-the-scenes tours.  Thus, the setting should support and enhance the guest experience and deliver quality service.

Important to Walt Disney was that he provide superior service and hospitality.  That meant hiring and training his “cast” to treat the guests with utmost respect.  Walt also paid attention to the details of setting.

Walt Disney and his brother Roy’s legacy lives on to this day.  Today, Walt Disney World Magic Kingdom in Orlando, Florida has an average of 53,000 visitors each day and is the #1 most-visited theme park in the world.

The Disney empire also includes include Disneyland; EPCOT; Animal Kingdom; Disney television, radio, and movies; and Disney merchandise sold in Disney stores and at Disney theme park locations.  Thus, Disney hospitality magic is alive and well.

Posted in Activities, Amenities, Decorating, Guests, Hiring, Marketing, Promotion

The Esmeralda Inn of Chimney Rock

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Don and Kim Cason are no strangers to hospitality and innkeeping.  Before becoming the current innkeepers of The Esmeralda Inn and Restaurant of Chimney Rock, North Carolina, they were innkeepers (for over ten years) at Eight Gables Inn of Gatlinburg, Tennessee.  The couple thoroughly searched twenty-two different properties and kept coming back to The Esmeralda.  Now they call it home and welcome guests from all over the world to visit.  They revealed some of The Esmeralda Inn’s fascinating history.

The Esmeralda Inn built originally by Colonel Tom Turner in 1891 and opened for business in 1892.  Turner named the Inn for the book Esmeralda by Frances Hodges Burnett (author of The Secret Garden), written while she was staying at a nearby inn. A play, based on the book, enjoyed a year’s run on Broadway.

Tragically, a fire burned down The Esmeralda Inn in 1917.  Rebuilt on the original foundation, the location of the Inn was Esmeralda, North Carolina since a post office was at the Inn in 1917 and where Thomas Turner, son of Colonel Turner, served as postmaster. The post office discontinued in 1926.  Later, the town’s name changed to Chimney Rock (after one of its most popular tourist attractions).

When Hurricane Fran (along with a 200-year flood) hit North Carolina in 1996, the people who lost their homes stayed at The Esmeralda Inn.  The Esmeralda Inn was higher ground than the land of most local flood victims, so the Inn took those people in and provided water, showers, and lodging for several months.

After the flood, lumberjacks salvaged huge wooden logs floating down the river, separating the good ones from the bad.  Unfortunately, a second fire to The Esmeralda Inn occurred in 1997.  This was just a year after Hurricane Fran and, remembering the inn’s generosity, the local community pulled together to help rebuild the inn.

They used about seven hundred of the best logs to rebuild the inn.  The logs were split (and partially hollowed out) to fit around new steel beams.   The steel-girded new structure appears to be made entirely of wood, but owners Don and Kim Cason are confident that this steel reinforced structure, along with added sprinklers, will prevent The Esmeralda Inn from ever burning down again.

A local Asheville artist volunteered his time to work on the stunning staircase.  He wove Laurel Vine throughout the banisters.  Two stones from its former structure cap the bottom sides of the rugged stairs.

The hardwood floorboards in the Lobby were from the original dance floor, constructed by Hollywood in nearby Lake Lure, North Carolina, for the famous movie, “Dirty Dancing.”  Hollywood has filmed other movies such as “The Last of The Mohicans” and “Firestarters” in this local area as well.  In fact, the inn became a favorite hideaway for famous film stars, including Clark Gable.  Speaking of films, the script for the movie Ben Hur was finished in Room #9 of The Esmeralda Inn.

A more recent addition, the historic mantel (not pictured above) came from Indiana.  Since it matched the right time in history, it shipped to The Esmeralda Inn.  Part of their chandelier comes from a wagon wheel of an old stagecoach.  The Esmeralda Inn was formerly the first stagecoach stop in the area.

A historic photo in the Esmeralda Inn Lobby depicts a car driving up the massive front steps of the Inn to allow President Franklin D. Roosevelt to enter in his wheelchair.  This was before the convenience of handicap ramps.  The Esmeralda Inn now provides wheelchair access.

Many modern day notables also stay at the Inn, but out of respect for their privacy, Don and Kim Cason do not disclose their names.  However, given its consistently high reviews and previous well-known visitors, there is always the possibility of meeting a famous guest at The Esmeralda Inn.

Owners Don and Kim Cason (and the whole Esmeralda Inn team) have a deep desire to serve every guest that walks through their doors.  Along with their attentive staff, they anticipate needs ahead of time.  The Casons enjoy their family-run bed and breakfast inn.  Kim’s sister is the talented pastry chef, her sister’s husband is the executive chef, and her nephew is the Sous chef.

Each morning guests delight in a gourmet full hot homemade breakfast.  The Esmeralda Restaurant is open to the public for lunch and dinner and offers exclusive wines and local craft beer.  Don Cason said that The Esmeralda Inn sold out of tickets for the last Thanksgiving Dinner.  They served about two-hundred people at three different times that holiday: noon, 2 pm, and 4 pm.

The bistro lights on the deck of the restaurant are romantic when they shine at night.  We highly recommend their juicy steak as well as their fresh caught grilled salmon.  From our outdoor table, we could see the famous Chimney Rock.  In view, a gorgeous little waterfall trickles down the huge stones.  The lush landscaping is evident everywhere the eye can see.

Exiting the restaurant and taking the elevator leads to the open second floor.  It boasts a high ceiling with view of the main level below.  In addition to two guest bedrooms (each with private balconies), this floor has a huge game room.  Kim Cason, not only has a background in hospitality, she also has a talent for interior decorating.  This is especially evident in her selection of décor throughout the inn.

Kim’s choice of pictures hanging on the walls in the game room gives the room a classy look.

  • Dice framed
  • Pool ball painting
  • Royal cards framed
  • Poker hand rankings
  • Albert Dawson clocks

The game room features:

  • Wrap around couch with ottoman in view of a huge flat screen television
  • Round Scrabble high table with dictionary with two high-back chairs
  • Telescope for viewing the night sky or the pool and landscaping by day
  • Checkers and chess set on a round table with two high-back chairs
  • Red Billiard table with balls, triangle, sticks, chalk
  • Poker table with poker chips and cards—it even has cup holders
  • Foosball table
  • Air hockey table

Connected to the game room is a little kitchen with a dumbwaiter to receive food from the kitchen on the main level.  The Esmeralda Inn often hosts events such as corporate groups (companies will rent the whole inn), local fundraisers, and elegant weddings (with up to 75 people).

The room just past the game room on the second level is a multipurpose room.  A large roundtable, with leather executive chairs around it, is useful for companies who book the entire inn.  This area also has a privacy screen and fits up to two spa tables for couples’ massages.  Their spa is ideal for anniversaries and marriage retreats.

We recommend going outside at night.  There is a stone patio with an outdoor fireplace for roasting marshmallows and making S’mores. Next to the outdoor fountain, there is a fifteen-person hot tub with jets and lights. There are towels available outside for your convenience.

Speaking of towels, it may seem like a little thing, but I just loved the little black washcloth with the word “makeup” stitched on it.  I am sure this has saved their white towels from cosmetic stains.  The bathroom even had an adorable black bag hanging up labeled “hairdryer.”  It worked well to dry my hair after it got wet from using their relaxing hot tub.

All Esmeralda Inn rooms come with:

In addition to enjoying the amenities at The Esmeralda Inn, the greater Chimney Rock area offers many activities and attractions for guests to experience.

Area Activities:

  • Championship Golf
  • Fly Fishing
  • Hiking
  • Horseback Riding
  • Rock Climbing
  • Water Sports
  • White Water Rafting
  • Zip Lining

Area Attractions:

  • Asheville: art, Biltmore Estate (with its great architecture, gardens, history, winery, shops, and tours), lively music, shopping
  • Bat Cave: local jams and crafts, nature conservancy, old cider mill, working cider mill
  • Black Mountain: historic downtown with great galleries, majestic mountain views, and elegant shops
  • Blue Ridge Parkway: access in Asheville (about 30 minutes from The Esmeralda Inn)
  • Chimney Rock State Park: hiking, family activities, rock climbing, scenic views
  • Dupont State Forest: hiking, breathtaking views, waterfalls
  • Flatrock: home of late poet and writer Carl Sandburg, Playhouse State Theatre of NC, rainbow row
  • Hendersonville: annual NC Apple Festival every Labor Day Weekend, dining, main street shopping, summertime music and events
  • Lake Lure: boat tours, canoe and kayak rentals, swimming
  • Mount Mitchell State Forest: highest point east of the Mississippi with gorgeous views of the Blue Ridge Mountains
  • Pisgah National Forest: cradle of forestry

The Esmeralda Inn is a proud member of the North Carolina Bed and Breakfast Inns (NCBBI) Association as well as an elite Select Registry member inn.

Nestled in the rocky woodland setting, The Esmeralda Inn stands out as the jewel of Chimney Rock.  Guests will continue to visit The Esmeralda Inn for its unique amenities, beautiful scenery, and welcoming hospitality.  In their restaurant, the wall has a saying written on it, “May all who enter as guests, leave as friends.”  Thank you, Don and Kim Cason as well as the entire Esmeralda Inn team, for a wonderful experience.  As many have written in your guest book, “we will return and next time our visit will be longer!”

Posted in Activities, Amenities, Decorating, Events, Food, Gardening and Lawns, Guests, History

Bed and Breakfast Curb Appeal

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bed-and-breakfast-curb-appeal

Have you seen that HGTV Channel show called Curb Appeal?  That informative show is full of tips on how to attract people to want to come inside your home.  It is about becoming the best looking house in your neighborhood.  As a bed and breakfast owner, your goal is to look so appealing from the curb, that those passing by will want to book a stay.

The last thing you want is for people to visit your website that shows your bed and breakfast looking at its best, only for them be sadly disappointed when they visit and see that it has not been well maintained.  This is why first impressions are very important.

Useful Curb Appeal Questions

  • Do I have an attractive sign displaying the name of my bed and breakfast?  Well made signs can attract the attention of others from the road.
  • Does my home look inviting?  You want it to look loved and cared for, just as you will do for your guests in showing them hospitality.
  • Is there a clear path to my front door?  Guests should not be confused about the main entrance to your bed and breakfast.
  • Does my front door look welcoming?  You may need to refinish it and add a coat of fresh paint.  You may want to feature seasonal wreaths on it. Some even inns have front doors with stained glass.
  • Is there an outdoor focal point that tells guests where to look first?  This could be a fountain, bench, walkway, tree, or anything else attractive.
  • Do I have an attractive way to distinguish the boundaries of my property from that of my neighbors?  This could be fencing with landscaping inside your yard.  Or it could be trimmed hedges that add an attractive border.
  • Is my lawn well-manicured?  The key is to consistently mow and fertilize so that it is easy to maintain and you have the greenest turf on your street.  If your yard needs to be revitalized, talk to some local lawn care companies.
  • Do my windows sparkle and shine?  Make sure that windows are clean.  If they need replacing, go green with energy efficient windows.
  • Do I need to have anything repaired? This means looking at things like your roofing, gutters, decks, and siding.  Make sure that nothing is rotted.  Have regular pest inspections performed.
  • Are my driveways and walkways safe, clean, and attractive?  This could mean power-washing, repairing brick as well as repairing stonework and concrete.
  • Do I have any dead or diseased plants or trees that need removing?    Trim shrubs, prune overgrown plants, and remove dead trees and their stumps.
  • Do I have a variety of evergreens and flowering shrubs?  Group plants by height and layer the groups for visual interest.  You can also vary the colors and textures.
  • Is there something that sets my yard apart from others?  This could be a gazebo, a pond, a fountain, statues, porches, and swings.
  • Do I have plants in pots or urns in eye-catching places like near steps and walkways?  Some people prefer a symmetrical look at the front door with the same thing on each side of the front door.
  • Do I have a garden of some kind for guests to enjoy?  This could be a flower garden, rock garden, or a vegetable garden. You can even grow your own spices to flavor your meals.
  • Do I have a plan for irrigation?  Depending upon your climate, ideally you have sprinklers for hot and dry times of the year.
  • Is everything that is painted on my property look clean and bright?  You never want guests to see cracked or peeling paint.  It is amazing what a fresh coat of paint can do to revive the look of something.
  • At night, will my guests be able to see when they return to my bed and breakfast?  There should be enough outdoor lighting that it is safe and attractive for guests to come back to your inn.  Any paths they should walk should be well lit.

It is important that your property gives them a great first impression and sets your guests at ease that they made the right choice to stay at your bed and breakfast.  Help them feel sure of their decision from the very moment they see your property.

 

Image by Marcus Berg of Unique Angles Photography

Posted in Decorating, Gardening and Lawns, Guests, Promotion

Groundhog Day B&B

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Bed and Breakfast Blogging previously focused on Cedar Cove, a Hallmark TV show starring Andie MacDowell, that has a fictional bed and breakfast called The Thyme and Tide.  Did you know that Andie was also in a big screen movie with scenes from a bed and breakfast? The name of this classic comedy was Groundhog Day.

The movie co-starred Bill Murray who played the role of weatherman Phil Connors who goes to Punxsutawney, Pennsylvania, to cover the annual Groundhog Day Festival. In reality, the movie was filmed an hour northwest of Chicago in the town of Woodstock, Illinois on 344 Fremont Street.

Bill Murray’s weatherman character, Phil, kept waking up to repeat the same day morning after morning in a bed and breakfast.

Groundhog Day (movie poster).jpg

Groundhog Day Movie stills (40)

In the movie, at first his character Phil does not like his producer, Rita (played by Andie MacDowell), but he falls in love with her as he gets to know her.  It is reported that, while they were acting, Andie thought Bill Murray was so funny that she could not stop laughing during the filming of several of their scenes.

Andie MacDowell and Bill Murray in Groundhog Day

The name of the B&B in the Groundhog Day movie is the “Cherry Street Inn”. Interestingly enough, the home was not a bed and breakfast during the time the movie was made. The movie producers built the interior set on a sound stage in a nearby warehouse. Just steps from the bed and breakfast, Woodstock Square was also used as a setting in the film. Filming took place for about a month in 1992 and the movie was in theaters in 1993.

 

The most recent owners of the property, Everton G. Martin and Karla Stewart-Martin, grew up in Milwaukee, Wisconsin, moved around the country (since Everton was active duty Navy), moved back to Milwaukee when he got out of the military, raised their kids there and decided while planning for early retirement that they would like to move to a warmer climate. After looking in several states, they heard about the house here in Woodstock.

Real house from Groundhog Day movie (4)

The house visually was what Karla and Everton were looking for (a historic home with lots of character, wraparound porch, pillars, beautiful perennial gardens, etc). It had been sitting empty for over two years when they came to see it.  They decided it was the perfect venue for a bed & breakfast.  The Martins purchased the property in March 2008 and opened for business June 1, 2010. They are still open and operating the profitable Bed & Breakfast.

Karla recalls receiving many suggestions about what to name their B&B.  They ranged from renaming it “Cherry Street Inn” (its name in the movie) to “Groundhog Day Bed and Breakfast” and more. When the Martins bought the house, it was about 114 years old and they were determined to restore it to the regal, stately home it once was by giving it lots of TLC. Karla and Everton wanted to broaden their guest base to include those who had never seen the movie, but loved restoration of old homes and to those who love the B&B experience.

They named their place the Royal Victorian Manor Bed and Breakfast. They added the subtitle “Groundhog Day” to their signage and advertising. Karla and Everton think it is amazing that fans of the movie only see “Groundhog Day” Bed & Breakfast in their signage and those that have not seen the movie see “Royal Victorian Manor Bed & Breakfast.” From their website, it says that the inn “evolved to offer the perfect combination of modern amenities while maintaining its original majestic qualities.”

Welcome to Royal Victorian Manor Bed & Breakfast, Woodstock. IL.

Renovations were extensive, and their first concern converting the house to a bed & breakfast without compromising the character of this historic home. Karla and Everton initially started with the landscaping on the outside. The fence on the front of the property that you see in the movie was gone. The arch was left but was in disrepair. They installed a new fence and arch, moved some trees around and manicured the perennial beds and added some interesting areas in the gardens.

Inside the house, they overhauled the electrical and plumbing, updated the HVAC (added air conditioning), gutted and updated the kitchen, parlor and dining room, added bathrooms so that the five bedrooms have en suites. Skylights were added to the soaring (10 feet tall or higher) ceilings, master suite, en suite, sitting room, laundry room, and full kitchen.

The Martin’s most favorite transformation was “hands down” the gourmet kitchen.  Once gutted, they added French doors from the dining room into the kitchen, a center island, and hutches with butcher block and off white distressed cabinets and high tech, high efficient stainless steel appliances. It is a lot of fun for them to have it as a place for cooking.

Karla and Everton have a living space they enjoy because it is both functional and comfortable for them. They took over the turret on the third floor. They converted the open attic space to an apartment that is independent of the rest of the house. In keeping with the character of the house, they were able to add inside stairs to the attic (their living space) on the side and back of the house. They converted the attic space on the top floor to a self-contained living area with its own kitchen and laundry.

The three fireplaces on the first floor have the original wood mantel and surrounds. The Martins appreciate that they were able to keep the wood ornamental detail throughout that was original on the staircases and other parts of the house.  The house has all the original hardwood floors, oak trim, stained-glass windows, and an updated gourmet kitchen.

The home has a grand wrap-around porch which overlooks a big fenced yard.  Some of their favorite areas include the wraparound porch, the vegetable garden, the turret, and the kitchen.

The property has 5,815 square feet with eight bedrooms, eight and one-half baths, and is three stories tall. Each bedroom has its own name as well as charm and character.  The Royal Suite has a window that has the view that is as close to the view in the movie of Bill Murray looking down the street.  The home features 5 guest suites with private baths:

  • Captain’s State Room
  • Garden Suite
  • Manor Suite
  • Royal Suite
  • Victorian Suite

They are able to host small and intimate events and special occasions such as:

Their favorite part of operating the B&B, without a doubt, is the many guests that visit the Martins, including those from all over the world.  Guests come from various walks of life, a variety of hobbies, interests, and jobs that bring them here through Woodstock.  Guests enjoy plenty of relaxation when they come to visit.

The couple has been running a successful B&B operation ever since they opened. Since the Martins would like to move closer to family, Karla and Everton have decided to sell their B&B. They plan to continue to operate the B&B until it sells, so it is business as usual for them. According to Karla, “No plans on what our next adventure will be!”

 

Their realtor, Rick Bellairs of Berkshire Hathaway, can be reached by phone at 815-382-8400 or by email at bellairsric@gmail.com. Visit their website for more information.

Since purchasing the house, the community has shared many stories with them about the making of the movie here in town and some have provided some photos.  Being an avid and passionate quilter, Karla added a groundhog wall quilt hanging in the foyer.

Every February 2 in their town of Woodstock, Illinois, the town celebrates with their annual Groundhog Day Festival.  On that day, the movie Groundhog Day is screened at the local cinema. Guided walking tours are available that weekend.  Visitors can hear the stories provided by people who were part of the film making process.  They can see the plaque that commemorates the time Bill Murray repeatedly stepped in a puddle for this reoccurring scene in the movie.

A huge fan of this movie has the opportunity to purchase this celebrity movie house for sale. Perhaps even an experienced innkeeper will take on this new business opportunity.  The Martins feel that keeping it a bed and breakfast would be a great asset to the community. Whatever happens, this bed and breakfast will always have its fame from the movie Groundhog Day.  We thank the Martins for their generosity in responding to our questions and kindness to let us show some of their pictures.  We wish them an even brighter future.

B&B 344 Fremont Woodstock IL

Posted in Marketing, Promotion

Promote Your Local Area to Guests

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promote-your-local-area-to-guests

Did you know your guests decide to stay with you in large part due to where you are located? It is in your best interest to promote your local area with website links, menus, guidebooks, maps, and more to tell your guests about your area’s attractions, events, and concerts. Remind them why bed and breakfasts are better than hotels.

Start by having a links web page on your website that refers your guests to local places of interest.  For example, Blue Mountain Bed and Breakfast in Missoula, Montana has an Area Links web page listing that includes the following categories:

  • Recommended Guide and Recreational Services: tours, biking, fishing, hiking, river guides, etc.
  • Animal Boarding: unless you are a pet friendly B&B that allows pets
  • Art and Cultural Activities: theater, museum, symphony, ballet, etc.
  • Area History: historical sites, battlefields, visitors center
  • Fine Dining: you can emphasize your own restaurant if you have one and/or recommend local restaurants
  • Food, Health, Specialty, Leisure Stores and Services: bakery, brewery, tea, herbs, landscaping, food stores, gift shops, spa, etc.
  • Outdoor Recreation, Wildlife Activities, Museums, and Gardens: birding, golf courses, gardens, parks, recreation, wildlife sanctuary
  • Sports Events, Family Activities, Concerts: concert venues, concert tickets, sports arenas, sports tickets, arts and drama

Of course, depending upon your location, you may have different categories.  For example, your bed and breakfast may be on the beach and/or have its own spa.  Emphasize the places you know that your visitors like to see and activities they like to do.  You can also offer specific packages based upon the special occasion or interest.

When your guests arrive at your bed and breakfast, you can have a welcome table set up that features brochures from local attractions and restaurants.  Think about having a guidebook or a basket full of local maps, fliers, and more.  Local Chambers of Commerce and Visitors Centers will have various information for you to display.

You may even arrange with some of these local places (such as local restaurants) to offer your guests a discount if they mention that they are staying with you.  This is great for a number of reasons:

  • You look good for having this arranged ahead of time for your guests
  • The local business owner benefits from the referral
  • Your guests benefit from the discount
  • It is a win-win-win situation!

Thus, you can use your website to post local links, your inn to provide brochures for guests when they arrive, and your connections with local restaurants and other businesses to have deals in place for your guests.  Do not forget the power of video to highlight local attractions near your bed and breakfast and the power of social media to spread your message.  By following this advice, you will take attract more guests to your bed and breakfast as well as position yourself as an expert on your local area.

 

Image by Marcus Berg of Unique Angles Photography

Posted in Events, Guests, Promotion

10 Terrific Twitter Tips for B&B’s

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10-terrific-Twitter-tips-for-B-and-Bs

Did you know that there are 255 million monthly active Twitter users?  Did you know that 500 million tweets are sent each day?  Most of us know that Twitter is a popular social media website.

Here are some quick tips so you can get the best out of using Twitter to promote your bed and breakfast inn:

1) Know your audience in order to target your message to the right people.  You want to write to appeal to your specific market–not everyone.  What kind of bed and breakfast guests would you like to attract?    

  • Be pet friendly if you want guests with pets
  • Be couple friendly and require kids to be a minimum age
  • Promote being healthy by not allowing smoking on all grounds
  • Accommodate guests with allergies or restricted diets when you cook breakfasts
  • Reach out to those getting married or renewing their vows with ceremonies
  • Provide spa services to guests who like to be pampered
  • Offer extra amenities such as hot tubs or private balcony views

2) Regularly spend time listening to the needs and wants of your target market.  What would ease their pain and make their lives better?

  • Need time to get away from it all
  • Want to relax with a loved one
  • Want to visit a local relative without inconveniencing them
  • Like to visit tourist spots in your area
  • Want personal touch of a B&B versus big hotel

3) Have strategies behind who you follow.  You do not have to follow everyone. Be selective and show your audience what they like to see. 

  • Travel tips (give them useful information)
  • Scenic pictures of your area (entice them to visit)
  • Baby animals (who does not like baby animals?)
  • Recipes (you may even offer a cooking class to your guests)
  • Local activities (show them what they can do in your area)

4) Have a consistent presence online.  Tweet at least four to six times per day if possible.

5) Provide useful content based on your brands’ goals.  Selling should not be the focus.

  • Tweet powerful quotes
  • Update readers about your area events
  • Share meaningful stories

6) Tweet with images.  People are visual creatures and tweets with pictures are more than twice as likely to be retweeted.  Images can convey more than words do. 

  • Share pictures of the bedrooms in your bed and breakfast
  • Tweet pictures of your outdoor views including landscaping
  • Share pictures of your delightful breakfasts and goodies made
  • Share pictures of local community events including concerts and sports games

7) Be active on other social media channels and have a blog on your website.  Blogs provide fresh content the search engines love.  More online connections come from having a strong presence on other social media websites.

  • Facebook
  • Linked In
  • Pinterest

8) Use hashtags (#) so the reach of your tweets spreads to people searching for that term. Use trending hashtags (labeled “trends”) on the bottom left.  Make sure the hashtags are relevant to the tweet and two hashtags is plenty.

  • Newsworthy events
  • Celebrities
  • Holidays (including national food holidays)
  • This day in history
  • Sports
  • Trending area activities

9) Always have a call to action.  Know what you want them to do after they read your tweet.

  • Look at your website
  • Subscribe to your blog
  • Book a room
  • Schedule their event

10) Monitor your Twitter results with other websites.  Some Twitter tools are available for free or to use on a free trial basis.  Try them out to see which you prefer.

  • Buffer
  • Hootsuite
  • Social Bro
  • Tweetdeck

When you use this tips consistently, you will see a dramatic increase in your numbers:

  • More Twitter followers
  • More retweets
  • More blog subscriptions
  • More guests
  • And more income!

Image by Marcus Berg of Unique Angles Photography

Posted in Blog and Social Media, Promotion

Your Website Needs Pictures

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your-website-needs-pictures

Your website needs pictures.  If this web page had no pictures, would it have caught your attention as well?  You need to wow your potential guests with amazing professional photographs showing them the experience they will have if they stay at your bed and breakfast.  Your website needs pictures:

  • Outdoor pictures
  • Gardening & Landscaping
  • Breathtaking Views
  • Guest Bedrooms
  • Guest Bathrooms
  • Gourmet Kitchen
  • Your Breakfasts & other Delights
  • Common Areas
  • Grand Staircases & Fireplaces
  • Porch, Balcony & Deck
  • Your Antiques & Collections
  • Your Events such as Weddings & Concerts
  • Innkeepers/Owners
  • Area Attractions and Area Events

The old saying, “A picture is worth a thousand words” is right!  For search engine optimization purposes, be sure to label your images with the relevant keywords. Capture their love of what your inn and local community has to offer with awesome photos!

 

Image by Marcus Berg of Unique Angles Photography

Posted in Decorating, Events, Food, Gardening and Lawns, Guests, Promotion

Bed and Breakfast Gazebos

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bed-and-breakfast-gazebos

As bed and breakfast owners, you know it is the little things that make a big difference.  Did you know that just by adding a gazebo to your property, you are making it more appealing to potential guests?  Attractive landscaping, including bed and breakfast gazebos, enhances the look for your bed and breakfast.

A gazebo is sometimes octagonal or tent shaped and can be free standing or attached to a garden wall.  It is typically built with wood and has standard roofing materials.  It can be open on all sides or have netting to keep out bugs.

Gazebos have a variety of styles and serve a variety of purposes:

  • A quiet place to enjoy the view outdoors
  • Provides shade
  • Shelter from rain
  • Ornamental feature in landscaping lawns
  • In weddings, it is used for exchanging vows and cutting the cake

If you have a gazebo, do you feature it by landscaping around it and by using it for outdoor events?  If you do not have a gazebo, is there room for one and do you know your reasons for adding one?

You don’t have to be a professional builder in order to build one yourself. They can also be purchased from home improvement stores like Lowe’s and Home Depot.  It would be great to feature pictures of your gazebo on your website. You can also talk about its construction in a new blog post.

 

Image by Marcus Berg of Unique Angles Photography

Posted in Amenities, Decorating, Gardening and Lawns