Tag Archives: information

12 Exciting Ways Your Guests Can Have Fun With Board Games

Scrabble board game with two red wine glasses and wine bottle in the background

 

Are you looking to offer more exciting indoor activities for your guests? Why not provide board games in a common room so your bed and breakfast guests can play and have fun with board games?  This works well when guests want to spend a quiet day inside or when the weather does not permit outdoor time. The following are some of the bestselling games of all time.

 

a wooden chess set game

 

Chess is a 2-player strategy board game played on a chessboard, a checkered game board with 64 squares arranged in an 8-by-8 grid. It is one of the world’s most popular games, played by millions of people. This Chess Set features felt-bottomed & wooden pieces handcrafted in Poland. The chessmen are gently weighted so they won’t tip. The board is made from beech and birch wood.

the board game Clue

 

The object of the game Clue is for players to strategically move around the game board (representing the rooms of a mansion), as one of the game’s six characters. Players collect clues so they can deduct (by process of elimination) who committed the murder in the mansion, with which weapon, and in what room.

Trivial Pursuit board game

In 1979, two Canadian journalists wanted to play Scrabble but had to ditch their plans because some of the pieces were missing. Being media people, both were extremely knowledgeable with general information and popular culture. So, Chris Haney and Scott Abbott decided to create a game out of it. They enlisted the help of John Haney and Ed Werner to create Trivial Pursuit. Questions were divided into different categories. In 1984, the game sold over 20 million copies.

deluxe Scrabble board game

Scrabble is a word game in which two to four players score points by placing tiles, bearing a single letter, onto a game board which is divided into a 15×15 grid of squares. The tiles must form words in crossword fashion, that flow left to right in rows or downwards in columns. The words must be defined in a standard dictionary. I personally own this particular Deluxe Scrabble edition game that is so easy to use. It conveniently folds into a carrying case with handle and two slide-and-store trays (one to hold the 100 wooden letter tiles in a black velvet drawstring bag and the other tray to hold the 4 deluxe curved tile racks).

Monopoly board game

Monopoly is an American-originated board game subtitled “The Fast-Dealing Property Trading Game,” the game is named after the economic concept of monopoly — the domination of a market by a single entity.  Players move around the game board buying or trading properties, developing their properties with houses and hotels, and collecting rent from their opponents, the ultimate goal being to drive them into bankruptcy.

checkers board game

The game Checkers, (known internationally as draughts) is for two players, in which they make diagonal moves with the aim of capturing the opponent’s pieces by jumping over them. When the pieces make it all the way to the other side of the board, they are “kinged” (another checker piece put on top) so they can move in any direction. The object of the game is to not be the player left with just one piece!

Rummikub board game

More than 50 million Rummikub units sold, Rummikub is one of the world’s bestselling and most played games. Players take turns placing numbered tiles in runs or groups and the first player to use all of their tiles wins! For 2 to 4 players.

 

 

Scattergories board game

Scattergories is an exciting game which has players see if they can think of different words in various categories that starts with a specific letter (chosen with the roll of a 20-sided letter die). Be different to win points. More than 3,500 category combinations.  Includes six folder-covered answer pads and a total of 48 category cards. It includes specific instructions on how the game is played. This is one of my favorite games to play!

Taboo board game

Taboo is a fun and challenging game in which players are not allowed to say certain words (they are taboo and you lose a point for each taboo word spoken) in trying to get other players to guess the word they need them to speak. The fun is in trying to describe something without using the most common words people use to explain them!

 

Sequence board game

Sequence is a board made up of playing cards. Play a card from your hand and place a chip on a corresponding space on the game board and when you have five chips in a row, you have a sequence! You are competing to see who can come up with the required number of 5-card sequences first.

 

Buzz Word board game

With over 1 million games sold, in Buzz Word teams (this game is for 4 or more players) are racing to solve a set of 10 clues before the sand timer runs out. The “Buzzword” (which is found in the top right corner of each card) is contained in the answer to each clue. For example, on the card with the buzzword “Sugar” the first two clues are:

  • “This makes the medicine go down.” (Answer: “A Spoon Full of Sugar“)
  • “American college football game played in Louisiana.” (Answer: “Sugar Bowl”)

Apples to Apples board game

Apples to Apples is a game of hilarious comparisons for 4 to 10 players. It’s as easy as comparing “apples to apples.” Select the card from your hand that you think the most like the card played by the judge. If the judge picks your card, you win that round. And everyone gets a chance to be the judge!

 

Your bed and breakfast guests will appreciate the break from technology to play fun board games together.  In order to keep all of the pieces together, so that many different guests will enjoy playing the games over the years, one tip is to put the pieces in various plastic baggies: keeping like pieces and cards and pawns together.

If guests give you permission, you can take a picture of them playing in a common area of your bed and breakfast to put on your website or share in social media.  Guests have fun with board games.

Top Image by Marcus Berg of Unique Angles Photography

How One Man Immediately Improved His Company

Author Marcus Sheridan next to his book cover: They Ask You Answer

They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer by Marcus Sheridan is a must read for business owners, including those in the hospitality industry.  Mashable rated this the #1 marketing book to read in 2017.  It is the true story of how one man immediately improved his company.

 

Mr. Sheridan, a co-owner of River Pools and Spas, in the wake of the 2008 economy struggles, witnessed his business rapidly declining.  Rather than see his company go bankrupt, he decided if he simply answered the questions that people were asking about pools on his website (writing articles and making videos), he could become an authority and go-to resource that people could trust.  According to Marcus, the business we are all in is trust.

We must understand what our customer is searching for, asking, feeling, and fearing. We must not be afraid any and all questions.  First, he brainstormed all of the questions he received about fiberglass swimming pools. Then he spent all his spare time answering these questions.

He emphasizes that business owners should take on more of the “teacher” mentality than the sales role.  Sheridan advocates against sticking your head in the sand (like the myth that ostriches do) and hoping your problems go away.  Rather, he argues that we should do everything we can to earn our customer’s trust.

He uses CarMax as an example of a company that admitted their industry (selling used cars) had no consumer trust, and gave examples of what they did to earn back people’s trust:

  • One price is listed for vehicles (nothing more and nothing less)
  • Sales team is given the same commission regardless of what vehicle is sold
  • A five-day money back guarantee to those who purchase their used cars
  • An intensive inspection process that all their cars go through
  • A CarFax vehicle history report that details its history of repairs
  • Listing the Kelley Blue Book Value with all their vehicles

This eliminated the four major fears that used car buyers have:

  • Dealing with the salesperson
  • Buyer’s remorse
  • Buying a lemon
  • Not getting ripped off

Brainstorm every single reason why someone would not buy from your company (or for the case of innkeepers, stay at their B&B).  How many of these reasons have been addressed by your website?  Sheridan said that most companies never take the time to properly address the biggest fears of their consumers.  For example, bed and breakfast inns should educate their potential guests on how they are different from hotels.

Marcus advises that it does not matter what you or I think, but what the consumers think, how they behave, and what they expect.  Are we willing to meet their expectations? Write out the specific messages you want to get across to your most ideal guests.  Figure out what your guests are thinking, feeling, asking, and going through. Assume your potential guests already know about all of the alternative places to stay in your local area.

Sheridan very boldly made a list of the pluses and minuses of his competitors’ pools.  Because he stayed objective, and based his information on facts, he was able to gain a lot of trust from others.  Some of his competitors were surprised (and even thankful) that their brands were mentioned in his blog post.  Of course, others were disappointed at his reviews, and a few even threatened to sue him, but because it was based on fact there was nothing they could do. By explaining the pros and cons of each type of swimming pool, he let the consumer decide what was best for their needs.  The key is the willingness to objectively address his competition and become a trusted source in his industry.

Marcus urges business owners to have a steadfast commitment to helping consumers make the most well-informed purchasing decisions as possible.  Sheridan asserts that the most successful companies have a very clear understanding of the fact that they are not a good fit for everyone.  Focus only on the group that matters–the customers–and not the competition or guests that are not a good fit for what your inn offers.  Be a resource to help them make the best decision for themselves.  Distill the facts into simple-to-understand words that travelers find helpful.

Every time someone consumes a piece of your content (video, article, etc.), the trust factor continues to rise.  In fact, with River Pools and Spas, they discovered that if someone read thirty or more of their website pages before their initial sales appointment, they would buy from them 80% of the time whereas if they didn’t read thirty or more pages, the average closing rate in terms of appointment-to-sale was only 20%.

The moment your prospect sees you as more of a teacher than versus a salesperson, the amount of respect dramatically increases.  The goal of Google (and other search engines) is to give its customer (the searcher) the best, most specific answer to their question (or need, problem, query, etc.) in that very moment.  Places of hospitality that regularly offer fresh content that answers questions, will get more visitors to their website which can lead to more visitors to their inn.

Did you know that one-third of all time spent online is watching video?  Thus, videos and video blogs (vlogs) can be extremely beneficial.  People care about having their questions and concerns answered.  Sheridan recommends that for those just getting started on adding more content to their website, that they begin with the big five subjects:

  • Cost (focus on showing your value with customized packages)
  • Problems (address problems such as food allergies and handicap accessibility)
  • Comparisons (don’t be afraid to make a list of the pros and cons of your local competitors if they are based on fact)
  • Reviews (feature five-star guest reviews on your website and in social media)
  • Best of (feature the best of your local community: restaurants, attractions, etc.)

I really enjoyed reading this book and I know it will inspire other business owners, especially owners of places of hospitality such as bed and breakfast inns and restaurants.  If you would like a free phone consultation with Kristi Dement of Bed and Breakfast Blogging, I would be happy to speak with you about generating more traffic to your website with a focus on increasing the bottom line of your business.

How to Use Twitter for Hospitality

twitter for hospitality

You can use Twitter for hospitality business growth.  Twitter For Dummies (3rd edition by Laura Fitton, Anum Hussain, and Brittany Leaning) is a book filled with practical information whether you are using Twitter for social or for business purposes or both!

 

Twitter’s limit of 140 characters forces you to focus your thoughts into concise, direct sound bites.  You have 160 characters for your bio statement which could also be your mission statement.

 

 

“@yourtwitterhandle” is where ___________ (types of people) can find ____________ (the value of following your account)

Be sure to link back to your main website so they can learn even more about you and visit/stay at your location.

The key is to give your audience a reason to follow your tweets.  What makes you and your place of hospitality so unique?

  • Amenities
  • Attractions
  • Packages

 

How Businesses Use Twitter:

  • To network with customers and see what they’re saying
  • To answer questions
  • To finely tune a company image
  • To poll and pull in feedback
  • To bring in new leads and customers
  • To take advantage of an innovative form of advertising

 

Twitter Tips:

  • Listen: pay attention to what is going on around you on Twitter
  • Balance: have a good ratio of conversational to business tweets
  • Engage: interact with other Twitter users, follow back people who follow you
  • Public relations: plan and promote events, proactively notify the press

 

Valuable Content to Tweet:

  • Images: pictures of your hospitality location
  • Links to articles: about your business or local area
  • Quotes: to make others think or share great reviews
  • Data: such as useful facts
  • Entertaining content: such as clean humor
  • Smart tips: relevant to what you do
  • Recognition and curation of other great accounts
  • Probing questions: to learn more about your audience
  • Smart answers to others’ questions: be helpful and genuine
  • Retweets: share the tweets that your happy customers mention you in

 

Whether you are a bed and breakfast inn, hotel, or restaurant, your place of hospitality can use Twitter to attract more guests.  With all of these ways to use Twitter and the types of valuable content to share, you can to use Twitter for hospitality business growth.

 

 

7 LinkedIn Groups for Innkeepers

linkedin groups for innkeepers

LinkedIn Groups for Innkeepers can be a helpful way to get support and advice from other bed and breakfasts and others in the hospitality industry.  LinkedIn operates the world’s largest professional network on the Internet with more than 400 million members in over 200 countries and territories.  All LinkedIn groups are private and those open to membership must request to join the group.

 

Upon acceptance, each group has their own rules for what its members are allowed to post.  If the group’s profile and rules state that no links whatsoever should be posted, its members must abide by that. If you would rather find and join a group with a less stringent view of links, then simply look for a different group.

Group members are not obligated to post anything.  They can just read what other members have posted.  However, many social media experts advise that newcomers introduce themselves to their group. Not only does this let the group know about their new members, but the group will likely reach out to welcome its new members.

Things inn-keeping groups share with each other include hospitality-related articles, online marketing tips, questions for inn-keeping best practices, and much more! A great way to learn information is to ask questions from your group.

The following is a list of just some of the LinkedIn groups innkeepers may want to join:

Bed and Breakfast Business has over 900 members. “Bed and Breakfast group is a group for BnB owners who want to collaborate and communicate with other BnB owners about their business, best practices, tips, etc…”

Bed and Breakfast and Guest House Owners has over 2,000 members.  “Have you ever wondered how you can make 6 figures…from just 4 rooms? Want to know how to get raving fans coming back again and again?…If you’re a bed and breakfast owner, small hotel owner, guest house owner, then join our group and let’s share and help each other.”

Bed and Breakfast Inns has over 400 members.  “BedBreakfastTraveler.com’s goal with the Bed and Breakfast Inns group is to foster partnership, networking, and collaboration among the innkeeping industry. Through sharing of information, resources, and advice, the collective standards and profitability of the group shall increase.”

Bed and Breakfast Innkeepers has over 3,700 members.  “This group page is for Bed&Breakfast Owners across the Globe. Finding your niche as a B&B Owner and making it a success. Sharing what is your unique about your B&B, it’s amenities in what you offer and why you know that an experience at your B&B will be well remembered, and one that ensures your guest will return time and time again.”

B&B Owners Association has over 950 members.  “The B&B Owners Association has 3 main purposes:  1) To provide an independent, stable and well funded Internet marketing organization for the accommodation & hospitality sectors.  2) To ensure cost effective & comprehensive Internet marketing for its members and a effective global promotional vehicle on which to promote their businesses.  3) To ensure the public and Internet user have an easy to use and easy to find accommodation resource.”

Innkeepers has around 2,500 members.  “Bed and Breakfast Business Owners worldwide are welcome to network and share on this Group, whether you are an established Bed and Breakfast business or you want to own and run a bed and breakfast business.”

Just Bed and Breakfast Network has around 250 members.  “Justbedandbreakfast.net is the fastest growing worldwide bed and breakfasts directory offering the most complete list of unique properties from historic inns and guest houses to cabins and farm stays. View bed and breakfast descriptions, photos, reviews, and more.”

At the top of the LinkedIn page under “Interests” click “Groups” and this allows searching for these group titles or using other keywords.  Underneath the search box it will list any groups of which you are currently a member.  Underneath that, users can even create their own LinkedIn group should they desire to do so.  They can focus their membership on a specific geographical area or direct the discussion to a specific topic of interest.

Kristi Dement of Bed and Breakfast Blogging may start her own LinkedIn group.  If I did, what kind of topics would you like to see covered?  Please feel free to share a comment below or use my contact form to notify me directly.

Also, if you are a member of one of these LinkedIn groups (or a different LinkedIn group related to hospitality) and think it beneficial for other innkeepers to join, please tell us the name of your group and what you like about it.  I read all my comments and respond when appropriate.  Thank you!

Image by Marcus Berg of Unique Angles Photography

The Power of Visual Storytelling: Twitter

visual storytelling Twitter

The Power of Visual Storytelling: How to Use Visuals, Videos, and Social Media to Market Your Brand is a fantastic online marketing book for businesses.  Authors Ekaterina Walter (@Ekaterina)and Jessica Gioglio (@savvybostonian) do an excellent job of giving practical advice that businesses can apply to better market themselves online.  This particular blog post focuses on what the authors tell us about Twitter.

 

Twitter is an innovative marketing tool as well as a keen way for businesses to connect with their audiences and provide quality customer service.  In fact, of all the social media platforms, Twitter is currently the most popular with Fortune Global 100 Companies.

Super Twitter Statistics:

  • More than half of all links shared on Twitter are images
  • Over 460,000 accounts are created every day
  • 20.6 million adults in the United States access Twitter at least once a month
  • 177 million tweets are sent every day
  • 24% of Twitter users check Twitter at least once a day
  • 54% of Twitter users are male and 46% are female
  • 46% of users are aged 18-34, so a high percentage of young people
  • 67% of users more likely to buy products from brands they follow on Twitter

Smart Twitter Capabilities:

  • Companies that use Twitter gain twice the number of leads each month that their non-tweeting counterparts
  • Twitter cards make it possible to attached media experiences to tweet that link to your content
  • Tweets that link to participating websites can be expanded by users to show a whole range of media
  • If you add the code on your own site, you can determine what sort of content will be shown by a Twitter link
  • Users interested in a particular offer or promotion will be able to fill out a field on the card
  • That field links their existing information, allowing them to quickly register

Savvy Twitter Strategies:

  • Develop your company’s voice
  • Tweet around several key passion points
  • Provide company news and updates
  • Offer unique deals to your Twitter followers
  • Give your clients (and potential clients) excellent customer service
  • Know what you want your followers to associate with your brand
  • Give them reasons to follow your company
  • The photos and videos you share should integrate with your overall strategy
  • Show a more relaxed side to your brand
  • Each tweet should be able to be understood on its own
  • Mix up your content
  • Ask questions to spark conversations
  • Use links to articles, photos, videos, and blog posts
  • Retweet your followers
  • Find out what your followers are interested in and share that
  • Use hashtags (#) to join in bigger conversations on a topic or start your own (#)
  • Use calls to action including RT (retweet)
  • Consider the locations and time zones of your audience
  • Use Promoted Tweet or Trend features to support your key messages

Given the popularity of Twitter and its capabilities, it makes sense for businesses to follow these social media strategies in order to promote their business and provide excellent customer service.  A special thank you to authors Ekaterina Walter and Jessica Gioglio for letting me share some of the content in their book.

 

Image by Marcus Berg of Unique Angles Photography

5 Ways to Attract More Attention Online

5 ways to attract attention

 

 

What can we do to grab the attention of the online world and become more visible to our internet audience?  These are five ways we can attract more attention online.

1) Words–The words we use really help determine our online visibility.  In the online world, fresh content is everything.  We need to make a list of keywords we want associated with us and our brand.  We should consistently use those keywords in our content.

 

 

 

2) Actions–Ever hear the phrase, “What we do speaks louder than what we say“? People observe others. Whether we want them to or not, people see actions as well as lack of taking action.  For example, if we consistently receive the same negative comments online, then we know we need to take action.  This is not the time for us to ignore it and hope it goes away! We should appreciate comments and respond to both positive and negative feedback.

3) Formatting–People like easy to read content.  Most people don’t read word for word online. They like to scan the page.

  • Use bullet points
  • Add numbers
  • Offer descriptive subheadings
  • Make important text bold
  • etc.

4) Links–We should provide links to other places in our website/blog as well as outside resources. This goes a long way in showing others that we like to be helpful and provide useful information. We are more likely to be seen as leaders on our subjects.

5) Get visual–Images and videos attract eyeballs.  People notice meaningful pictures.  Pinterest is a great visual social media platform that literally has billions of pins.

We should ask ourselves, “What does my target audience like to see online?”  When we see things from their perspective, we can be more creative.  Are we using the right keywords?  Are we taking appropriate action? Does our formatting make our content easy to read?  Have we provided great links?  Have we featured attention-getting images or video? When we can say yes to all five questions, we will attract more attention online!

 

Image by Marcus Berg of Unique Angles Photography

The Art of Pinning

art of pinning

 

The art of pinning on Pinterest is visual in nature.  This works very well for visually oriented businesses like bed and breakfasts.  People want to know what your inn looks like and what your breakfasts look like.  Seeing your pins helps them to imagine themselves at your bed and breakfast inn.

 

 

Pictures:

  • Motivate them to plan a vacation to stay at your inn
  • Each picture is worth 1,000 words
  • Are more appealing and stronger than words
  • Pin only images with strong visual content
  • Brighter colors bring more joy
  • Feature just one idea or product in each pin
  • Use descriptive keywords you want to be known for
  • If you resize an image, make sure it is still clear and easy to see

Social media

  • Builds relationships with guests and potential guests
  • Raises the visibility of your bed and breakfast online
  • Gets you ranked higher on Google
  • Finds you business contacts like fellow innkeepers and associations

Remember:

  • Share your story of how you came to be bed and breakfast owners/innkeepers
  • Share information you are interested in and that your followers will find useful (such as travel tips)
  • Educate your audience on the advantages of staying at a bed and breakfast
  • Pin pictures of your bed and breakfast
  • Pin pictures of you amenities such as pool, garden, spa, etc.
  • Pin pictures of your community to give guests reasons to want to stay in your area

Etiquette or “Netiquette”:

  • If you were not the first to pin it, give credit to the original pinner.
  • Share and repin to show you are interested in other things outside your own B&B

Pinterest users become part of a larger community.  When we promote other people’s pins they are more likely to follow us.  That is one of my secrets to the art of pinning and how I grew such a quick following on Pinterest.  You can too!

 

Image by Marcus Berg of Unique Angles Photography

BBB Accreditation Standards

BBB Standards

Do you know what BBB accreditation means to your bed and breakfast? Better Business Bureau Accreditation is an honor – and not every business is eligible. Businesses that meet their high standards are invited to join BBB. Businesses deemed to meet Accreditation Standards are presented to the BBB’s Board for review and acceptance as a BBB Accredited Business.

BBB ensures that high standards for trust are set and maintained. They exist so consumers and businesses alike have an unbiased source to guide them on matters of trust. BBB provides educational information and expert advice that is free of charge and easily accessible.

BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics and intent. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner.

The BBB Code of Business Practices represents sound advertising, selling and customer service practices that enhance customer trust and confidence in business. The Code is built on the BBB Standards for Trust, eight principles that summarize important elements of creating and maintaining trust in business.

1. Build Trust
Establish and maintain a positive track record in the marketplace.

2. Advertise Honestly
Adhere to established standards of advertising and selling.

3. Tell the Truth
Honestly represent products and services, including clear and adequate disclosures of all material terms.

4. Be Transparent
Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.

5. Honor Promises
Abide by all written agreements and verbal representations.

6. Be Responsive
Address marketplace disputes quickly, professionally, and in
good faith.

7. Safeguard Privacy
Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their
information.

8. Embody Integrity
Approach all business dealings, marketplace transactions and
commitments with integrity.

Each bed and breakfast, whether BBB accredited or not, has a rating. The BBB letter grade is based on BBB file information about the business. In some cases, your grade may be lowered if the BBB does not have sufficient information about your bed and breakfast despite their requests for the information.

BBB assigns letter grades from A+ (highest) to F (lowest). In some cases, BBB will not grade your business (indicated by an NR, or “No Rating”) for reasons that include insufficient information about a business or ongoing review/update of your business’ file.

BBB Business Reviews generally explain the most significant factors that raised or lowered a business’ grade.  BBB grades are not a guarantee of a business’ reliability or performance, and BBB recommends that consumers consider a business’ grade in addition to all other available information about the business grading elements.

BBB grades are based on information in BBB files with respect to the following factors:

1. Business’ complaint history with BBB.

2. Type of business.

3. Time in business.

4. Background information on business in BBB files.

5. Failure to honor commitments to BBB.

6. Licensing and government actions known to BBB.

7. Advertising issues known to BBB.

Bed and breakfast owners, if you are unsure if you have a BBB grade, look up your own name in the BBB directory to see what your file says.  If there are any unresolved complaints, you can contact your local BBB to resolve any issues with your BBB Standards.  It is best to be on good terms with the BBB.  People do consider a business’ BBB grade.  You can apply for membership by contacting the nearest BBB location if you are not already a member.

 

Phone Communication with Your B&B Guests

phone communication

 

As bed and breakfast innkeepers, it is likely that you will speak to your guests and potential guests over the phone. We are going to look at ways you can make the most positive impression on guests during your phone communication.

When speaking to your guests over the phone, it is important to clearly and cheerfully pronounce the name of your bed and breakfast as well as your name when you answer the phone. This way they know they have reached the right number and answering with a pleasant voice is your first way to extend your hospitality to them.

 

If you receive a call during the time you are with your current guests and/or making breakfast, it is best to let your callers leave a message so that you can respond at a time when you can give them your full attention.  If you sound distracted or like you are busy (which you can often be) they may not think they will receive the care and attention they expect when visiting your bed and breakfast.

Be sure to take notes of every phone call.  Including the following information:

  • Caller’s name and contact information
  • The purpose of their call
  • Any questions they asked you
  • Their reservation information (if applicable)
  • Comments about their interests and reason for staying
  • Other relevant information you do not want to forget

Having this phone log will save you precious time.  This can let any other innkeepers and/or staff become aware of the phone conversations you had without you having to take the time to verbally provide the details to every phone conversation to other employees.  It also helps remind you of previous conversations with the guest(s).

You should have a list of things to do in your area–including recommended restaurants, tourist attractions, community activities, and so forth.  This will be your quick reference guide so you can answer questions without having to hunt for the information during your time on the phone.  Guests will appreciate how organized you are.

Make sure that guests know a phone number to reach you at during every moment of their stay.  This is vital to providing them with a pleasant experience, answering their questions, exchanging important information, and for safety in case of emergencies.

Be sure to ask, “Is anything else we can help you with?” before ending every call. They will appreciate this courteous phone communication and it shows that you care about their experience at your bed and breakfast. This goes a long way towards establishing repeat business as well as gaining referrals!

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