Tag Archives: service

Do You Know What Your Guests Really Crave?

Book Cover: What Customers Crave next to picture of author Nicholas J. Webb

Do you know what your guests really crave? What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint by popular speaker and corporate strategist Nicholas J. Webb gives more insight into the desires of customers.  Mr. Webb explains with customers being able to rate their experiences and express their opinions online so easily, especially on websites like Amazon, TripAdvisor, and Yelp; there has been an irreversible shift of power from businesses to consumers. There is no place to hide for those who deliver poor products and services because they will be vetted by customers who will share that information throughout cyberspace forever.

Mr. Nicholas Webb argues that we, as business people, first must understand our consumers better and then create relevant experiences to specific customer types.  What does he mean by “types”?  Simply, knowing what customers love and what customers hate.  Make the effort to understand what customer types we serve, and then learn what those types love and what they hate to design beautiful experiences throughout your time together.

5 Critical Touchpoints:

  • The pre-touch moment is when your potential guests are checking you out online and looking at how you maintain your inn.
  • The first-touch moment sets the theme for how your customer will view their experience with you.
  • The core-touch moment represents how you serve them throughout their stay.
  • The past-touch moment is the final experience they have with you so send them off with a memorable good-bye, so they want to come back.
  • The in-touch moment is how you stay connected with them after their experience with you.  Consistently and pleasantly provide them with ongoing value so they willingly want to come back.  This is not the time to be sales-y.

When you go far above what they expect, you have given them a memorable experience.  Listen to your customers.  Read their comments in reviews and in your guest books.  Ask your guests when they book how they found you and if there is a reason for their visit.

Webb advises that you must invent the experiences that fit your market, service product, and customer types. Not sure of your audience(s)? Create a one-sentence mission statement that is powerful and to the point.  It should define the foundation for why you are in business.

The author writes about an experience he had staying at a luxury hotel in San Jose, California.  At the extravagant price he was charged, he expected an extraordinarily high level of service.  He was disappointed with several things:

  • He found a plastic card informing him that he would be paying $29.99 a night for internet service (most B&B inns offer free wireless internet)
  • There was a large Evian bottle with a card hanging from its neck reading, “Enjoy this for $19.95” (B&B inns are known for giving their guests access to free refreshments and goodies)
  • On the back of the remote there was a sticker warning him that if he stole the remote, he would be charged for it (given the unlikelihood of a “remote-control heist”, he said he would forgo the label that insults a customer’s integrity)

Webb points out that when your customers love you, they will buy more and stay longer all while referring their friends and family to stay with you.  However, if you deliver only what your customers expect, Webb states that you will lose your guests to a competitor that wows them.  The “innovation zone” is where you begin to exceed your customers’ expectations.  The better you get at this, the further you will rise.

What gets even better is that your customers will become your marketing machines through social media and word of mouth and you will rapidly build a reputation as the best place to stay in your local area.  Satisfied customers will nurture you with sales, repeat visits, referrals, and incredibly powerful ratings on social media as well as through digital sharing.

Nicholas Webb reminds us that acquiring new guests is much more expensive than keeping current guests.  That is why we should deliver exceptional and relevant experiences to build an excellent reputation across all touch points and to all customer types.

If your price is less than the value customers expect, you will increase sales as well as happy customers.  However, if the price exceeds the value customers expect to receive from you, they will leave in droves.

As you begin to distinguish between customer types, your perspective on how you view customer expectations changes. You can see the world through your customers’ eyes, including what they love and what they hate.

You customers can clue you in to areas that need improvement and tell you how to improve them, which allows you to provide the most exceptional and relevant experiences.  Reward your guests who present ideas on how to improve their experience at various touchpoints.  If customers leave because they are not being properly served, your hospitality business eventually fails.

Mr. Webb advocates for collaboration with people in your same industry since it can add to greater mutual prosperity through an exchange of ideas, experiences, and skills.  This explains why bed and breakfast inn associations are a great resource.  There is strength in coming together as fellow proprietors who want to offer the best hospitality possible.

Your customers can do a complete background search on your business literally in seconds. To stay on top of your business reputation, Nicholas recommends using Google Alerts on keywords that are relevant to your business name, industry, and competition.

Put together a contest encouraging people to specify what they love and what they hate in overnight accommodations.  Reward prizes to the top three people who offer most helpful suggestions (such as a free night’s stay or free room upgrade during their next visit).

Mr. Webb gives practical tips for making an upset customer (guest) a lifelong guest in five easy steps:

  • State to the customer that you intend to listen to them and work hard to make them happy.
  • Know that sometimes you just need to remain quiet while the customer releases steam and talks about why they are upset (if you listen carefully, you can learn what will make them happy).
  • Confirm with them that you heard them correctly by restating it back to them and asking if that is correct.
  • Offer a solution based on what you learned from carefully listening.
  • Follow up on the mistake to make sure you met with their approval (this shows them that making the situation right was a priority for you & your inn).

Great organizations love their customers and want them to be happy.  Businesses get better when companies get better.  Constantly look for ways to reinvent the customer experience by removing pain and adding pleasure.

Always leave your guests wanting more!  Continue to provide exceptional service throughout their stay.  Customer experiences are not just one event, but a series of events.  Think of your last touch as a way to prove to your guests that you love and cherish the relationship.  Then continue the relationship by offering personal, relevant, and valuable information on your website, in social media, and in e-newsletters.

Providing excellent service is vital to those in the hospitality industry.  Mr. Webb stated that one of his clients who operates high-end lodges and resort hotels started having team members take pictures of the guests throughout their stay and a few weeks after guests returned home, they would receive a complimentary and beautifully bound photo album ($40) delivered to them (for less than $20).  Annual re-bookings increased by 78%!

What’s more is that hundreds of customers posted the pictures on their social media which resulted in a 20% uptick in new bookings because of this practice.  Today, guests are also sent a digital photo album to make it easier for them to share their photos on influential social networks.  This proved to be a fabulous idea well worth the investment because of the additional business (from returning guests and new guests).

Taking Mr. Nicholas Webb’s advice, we should discover what our guests love and what they hate.  Of course, this depends upon who we are trying to attract.  What types of guests stay at your B&B?  Are these your ideal guests?  What do your ideal guests love and what do they hate?   Keep track of all of your ideas, brainstorm with employees or others in your industry, and listen to your guests, so you can know what your guests really crave.

The Four Doors Of Innkeeping

four doors of innkeeping

 

The Four Doors of Innkeeping is based on the book The Four Doors: A Guide to Joy, Freedom, and a Meaningful Life by #1 New York Times bestselling author Richard Paul Evans.  There are more than 17 million copies of his books in print worldwide, translated in more than 24 languages.

 

Door #1: Believe There’s a Reason You Were Born

Never underestimate the power of belief. Not only is there a reason you were born, but there is a reason that you are an innkeeper.  Just like teachers with their students, you will never know the amount of lives you touch for the better as you host and serve your bed and breakfast guests. Remember that as you extend warm hospitality to each of them.

 

Door #2: Free Yourself from Limitations

Most of our greatest learning experiences (and successes) come because of adversity (and failures). Everyone has problems.  It’s how we deal with them that matters. If you had to deal with (or are in the process of overcoming) zoning issues, renovation problems, or even a public relations nightmare, you can come out better on the other side.

 

Door #3: Magnify Your Life

Dreaming is the first step to making our lives greater.  Ask yourself, “What if…?” Be willing to take risks. We should use our talents and gifts to make more out of our lives.  This could mean that in addition to running a bed and breakfast inn, that you may add a restaurant, a gift shop, or even a spa.

 

Door #4: Develop a Love-Centered Map

Love is the secret to joy.  The greatest source of happiness comes from giving and receiving love. Love is what love does. We develop love through service.  Love is both the destination and the journey.  As you appropriately love your guests, they will come become repeat visitors as well as spread by word of mouth (and hopefully online reviews) their enjoyable experience as your guests.

The author reminds us that we have a choice to live a more abundant life, a life of joy, freedom, and meaning.  We can improve our lives by opening these four doors of innkeeping. Feel free to comment below about how these four doors relate to you and your innkeeping experiences.

Thee Matriarch Boutique Inn

 

Thee Matriarch

Thee Matriarch Boutique Inn is celebrating three years of upscale bed and breakfast hospitality.  Rachelle Jamerson-Holmes used her design talents to skillfully decorate their Victorian manor in Orangeburg, South Carolina.  Husband Chef Fred Holmes is the culinary expert behind all the delicious gourmet food they prepare.

 

 

They actively host a wide variety of events right at their inn:

  • Top Chef Tuesdays: Every third Tuesday the community can come out and enjoy an international food, dessert and beverage tasting in a relaxed environment complete with sheer fun and networking. The cooking is prepared by local featured chefs, pastry chefs, caterers, cafes, bistros, and restaurants.
  • First Fridays: Every first Friday of each month Thee Matriarch invites you to experience a tantalizing feast of savory mouthwatering southern style favorites and their healthy alternatives.  Enjoy delightful lunch and dinner items created by Chef Fred!
  • Wine Tastings: Thee Matriarch offers a complimentary private guided wine tour of boutique, handcrafted, artisan wines from the wine country of California.  Taking their guests on a “colorful journey” of whites and red as they pair them with cheese and chocolates.

Thee-MatriarchThee-Matriarch

Thee Matriarch is listed in Black Enterprise Magazine as one of the 7 Top Black-Owned Bed and Breakfasts in America.  Rachelle and Fred make their guests feel welcome from the moment they walk in the door.  Whether they come for an event or stay overnight as a guest, their guests leave feeling even better than when they first arrived.

Everyone needs a little rest and relaxation.  They were voted one of the 12 Unforgettable Vacations in South Carolina If You Feel Like Really Splurging by the “Only In Your State” South Carolina website.

Millenium Magazine stated in their recent article, “Thee Matriarch Ranks Among the Top Boutiques” that “the couples love for people and their community fuels their enthusiasm to service their guest with excellent customer service, attention to details and personal attention.”

In Carolina Panorama’s article, “Best of the Best Orangeburg Couple’s Bed and Breakfast Named Among The Best Regional and National Boutique Inns”: “Designer Rachelle has elegantly restored and beautifully designed Thee Matriarch to appeal to business and leisure travelers satisfying the need for a full-service small- to medium-size venue for corporate retreats, seminars, family and class reunions, showers, weddings and receptions. An ideal setting for BFF, spa and golf getaways, Thee Matriarch’s Chef Fred crafts tantalizing cuisines of every genre for any occasion offering on and off property catering services.  Each bite will make your soul sing and yearn for more.”

Hosts Rachelle and Fred show their guests warm Southern hospitality.  Stay with them at Thee Matriarch in Orangeburg, South Carolina the next time you travel to the Palmetto State!

Bed and Breakfast Patriotic Holiday Celebrations

patriotic holiday celebrations

 

Bed and breakfast patriotic holiday celebrations in the United States of America occur on special days like Flag Day, Fourth of July, Memorial Day, and Veterans Day.  It is during these times that we can honor our country as well as the men and women who serve in the military, our nation’s veterans, and those who sacrificed their lives while fighting to protect our freedoms.

 

Bed and breakfasts across the country can take the lead by decorating their B&B inside and out, hosting events on site, informing guests of local events in the community, offering holiday specials to attract guests to their inn, and cooking festive looking and fabulous tasting foods.  First, did you ever wonder about the history behind this patriotic holidays?  Here is an up close look:

 

  • Memorial Day, May 30 (traditionally), is a sacred day to all war veterans. America’s citizens are reminded of the deaths of their fellow countrymen during wartime. By honoring the nation’s war dead, we preserve their memory and thus their service and sacrifice. They came from all walks of life and regions of the country, but they all had one thing in common: love of and loyalty to country.

 

  • Flag Day is June 14 and celebrates the official symbol for the United States: our Stars and Stripes. Flag Day was first recognized by Congress on June 14, 1777. The colors used in the flag give special meaning to the flag: red for valor and zeal; white for hope and cleanliness of life; and blue for reverence and loyalty. When you are looking at the American flag, you are looking at the magnificent history of all Americans who have lived before us and the most enduring nation of free people that has ever existed.

 

  • Fourth of July is a day when Americans celebrate the pivotal moment in history on July 4, 1776, when the signers of the Declaration of Independence boldly asserted that all are “created equal, that they are endowed by their creator with certain unalienable Rights, that among these are life, liberty, and the pursuit of happiness.” With these words, our forefathers formed a new nation and put forth a vision of liberty and democracy that would forever alter history. This set into motion the development of a land of freedom and opportunity without equal in the world.

 

  • Veterans Day is an opportunity to publicly commemorate the contributions of living veterans. Formally the holiday was called Armistice Day through a congressional action in America. If World War I had been “the war to end all wars,” November 11 might be still called Armistice Day. Realizing that peace was equally preserved by veterans of World War II and Korea, Congress decided to make the day an occasion to honor all those who have served America. In 1954 President Dwight D. Eisenhower signed a bill proclaiming November 11 as Veterans Day.

 

Decorating your bed and breakfast is a patriotic expression of our thankfulness to be citizens of our free country.  You can add unique displays of red, white, and blue with American flags, banners, decorative crepe paper, table centerpieces, fireplace mantel decorations, and even displaying your very own fireworks show at night!

 

While hosting an event to celebrate a patriotic holiday at your bed and breakfast, your inn could have some of those actively serving our country or military veterans as guests.  Reach out to your local community and invite a guest speaker to give a speech. You can serve tasty treats at your event and hand out patriotic goodie bags so visitors can remember their visit to your inn.

 

Letting guests know about local events in the community such as parades or public nighttime firework displays allows you to promote your area.  There may be some local museums that allow your bed and breakfast guests to get a closer look at America’s military history.

 

Offering guests attractive holiday specials at your bed and breakfast will likely bring more business.  You may gain some first time guests to your inn.  This could be from a patriotic discount to American guests or a military discount to military families and veterans during these specific holidays.

 

patriotic holiday celebrations Lastly, creating patriotic breakfast dishes adds to the experiences of your guests.  In particular, using strawberries, bananas, and blueberries (to represent red, white, and blue) innkeepers could make a mixed fruit dish, add the berries to French toast, or even make a berry fruit smoothie.  Only limited by your own creativity, you will think of something amazing that your bed and breakfast guests will be delighted to eat!

 

Images by Marcus Berg of Unique Angles Photography

The Power of Visual Storytelling: Responses

visual storytelling responses

Ekaterina Walter and Jessica Gioglio, authors of the book The Power of Visual Storytelling: How to Use Visuals, Videos, and Social Media to Market Your Brand remind us that anything can happen at a moment’s notice online. Companies need to identify common occurrences, both positive and negative.  It means looking for opportunities to create visual storytelling responses all around us.  Some strategies include:

 

  • Understand the most important factors that can influence sales and customer leads
  • Weather may be an important theme to craft content around
  • At key times of the year, companies can announce awards, rankings, events, speeches, partnerships, and make other announcements
  • Understand the most frequently asked service inquiries and comments, both positive and negative
  • Develop a robust content library to allow time for real-time opportunities
  • The best storytellers play off their audience responses to hit the message home
  • Extend the life of conversations and engagement as long as it is relevant
  • Look at the content fans are sharing each day

While on the topic of user generated content, there is a higher barrier to engagement if it is not natural for fans to share visual content.  Reward sharing behavior with a campaign, contest, and/or rewards.  Look for themes in the most common types of photos, videos, hashtags, and sentiment.

Choose a clear call to action such as a unique hashtag available across all social media channels.  Make full disclosure to customers how and where their photos and videos will be shared.  Highlight examples to show a range of creativity.  Give rewards and recognition by having an “image of the week” or randomly sending a thank you.

Customers can share their own content through videos shared on social networks like YouTube, Instagram, and the Vine.  Look at your content calendar to determine which video(s) will help tell your visual story in a way that other media cannot.  Think about your target audience, desired end goals, and what resources are available.  Evaluate the needs of your audience and show off your personality.  Mix up the content to a variety of different types and lengths of videos. Common videos include:

  • Announcements
  • Behind-the-scenes
  • Case studies
  • Celebrity partnerships
  • Community involvement
  • Company overview
  • Demos
  • Event highlights
  • FAQs
  • Goals
  • How-to
  • Live streams
  • Office tours
  • Parodies
  • Testimonials
  • Video blogs
  • Visual portfolios

Fan shared content as well as company made videos can show another side to a business. The key is to make the most of what customers are saying about you.

 

Image by Marcus Berg of Unique Angles Photography

25 Ways To Write Creative Blog Posts

If you are reading this, then I assume you are looking to be CREATIVE (and definitely not boring) when you write creative blog posts.  This way you will have plenty of admiring fans! 25 ways to write CREATIVE blog posts:

1. ADVICE You have unique advice that only you can offer to your readers.  Once you understand who your audience is, then you can write like you are writing to a friend.  They will feel like they know you and you will develop a huge following.

2. CA– USE– Why not rally your readers behind a cause you support?  Let them know what you are doing to make a difference and how they can help. Give a call to action. Seriously, don’t leave that out.

3. COMMUNITY Your community could be defined by your local area or it could be people who share a common interest or goal.  Reach out to “your peeps” and connect with them!

4. COMPARISON Take two things and compare them.  Whether you compare two breakfast foods or two fun activities, the fun is in comparing and contrasting them. This could be educational, entertaining, or funny as well. Speaking of…

5. EDUCATIONAL– People like learning about things.  That is one reason why search engines are so popular.  Tell them something that not everyone knows, but you know because you are an expert at it.  Everyone is an expert at something.  Blog about what you know best.

6. ENTERTAINING Everyone likes to laugh and have fun.  You could blog about entertainment that is coming to your community whether it is a music concert, sporting event, or theatrical production. Be sure to make it “entertaining” to read!  Since blogging is writing that is typically less formal than say a report, let your personality shine in the post.

7. EVENTS People like finding out about events–ones that will happen and ones that already happened.  If you have the “inside scoop” on the latest, you can “tell all” in your blog!

8. FAQ This common acronym is short for “frequently asked questions.”  Many websites have an FAQ page on them.  Blog about commonly asked questions.  Blog answers to familiar questions so you can refer your readers to when they ask them.  Saves you time in the process!

9. FAMILY Some of your best material can come from your family members and others with whom you are close. As long as you make it generic enough that you don’t single out any one person or you know they won’t mind your sharing it, go ahead.  You know you want to!

10. GUIDE A guide-type blog post could be a collection of tips about a specific topic. While similar to advice blog posts, they are different in that these tips can be applied by a variety of different people–not advice for one type of problem.  Example: Simple Tips to Get Clients To Pay on Time, Quick Ways to Find Just What You Want Online, etc.

11. HYPOTHETICAL Ask your readers what they would do in a hypothetical situation. Maybe answer that question as well. These types of blog posts tend to get a lot of comments because people like to imagine, “What if….?” Sometimes I imagine, “What if I win a ton of money in the lottery and get to quit my day job?!”  I kind of have to buy a lottery ticket first. Oh well.

12. INSPIRATIONAL Share something motivational with your readers.  Help them connect to you in a powerful way through your telling of someone overcoming a challenge and beating the odds.  Maybe that someone who overcame something big is you.  Don’t be afraid to share since it could encourage someone else!

13. INSTRUCTIONAL or “HOW TO” Give instructions on how to do something that others want to know how to do, and suddenly you have a captive large audience.  You can be creative with your titles of these posts as well. Two examples: How To Teach Your Dog Fun New Tricks, How To Make Delicious Homemade Ice Cream, How To Make a Memorable Family Scrapbook, etc.

14. INTERVIEW If you don’t have any famous celebrities you happen to know (most of us are in this boat), then you could always interview a person notable for what they do. A person who is accomplished in a career or sport or another area of life.  If you interview a person who has an inspiring story and then you have an “inspirational interview“! Wow, two different ways to write a blog post combined! You are an overachiever!

15. LISTS People love lists.  Examples: 10 Ways You Can Change Your Spouse, 20 Best Party Appetizers, Top 40 Bestselling Books About Fitness, etc.  You get the idea and they will too!

16. MEMORIES Often, we like to recall fond memories or retell funny situations.  We may even want to remember how we overcame a trauma for the sake of helping another person who finds themselves in the same emergency. When you blog about a memory, be sure to create a vivid picture in their minds of all the important details of your experience.

17. NEWS Did you know that sometimes bloggers are the first to break a news story? There have been cases where a blogger has gotten in trouble for sharing some kinds of sensitive information.  Keep your day job and don’t blog about company trade secrets. Another word of advice is to keep your love life private so no one tries to sue you for disclosing personal details.  However, if you are in attendance at an exclusive event that you have permission to be blogging about, then by all means SHARE!

18. OPINIONS If you loving sharing your opinions, then blogging is right up your alley!  As long as you are tactful and the topic is appropriate, it is alright to share what you think. You don’t have to have all positive comments from your readers.  In fact, it makes it more interesting when some of your readers do not agree with you.  Usually readers who do agree with you, will come to your defense when you are criticized by others.

19. PHOTOS If you took a great picture or want to share several incredible pictures, then you may want to have a photo blog post.  When your text is all about what is in your photo(s), then you have a photo blog post.  Whether your pictures are of smiling people, grand buildings, gorgeous nature, or something entirely different, there are others who would love to learn about how you managed to capture the photos and the techniques you used in getting it to look the way it does.

20. PREDICTIONS It is common at the end of the year (or the beginning of the new year) for people to come up with their predictions about some topic.  Examples: The Future of Technology, 10 Social Media Predictions, What is To Come in American Education, etc. Similar to the hypothetical “what if” posts, these are your thoughts as to what will come about in the next year (or whatever time frame you select) concerning a particular topic. Inquiring minds want to know!

21. PROBLEMS Life would not be nearly as exciting if there were no glitches.  Inevitably, snags come along.  You spill chocolate ice cream on your brand new white dress shirt.  You get a ticket for speeding on your way to work early one morning.  Your problem post could be written to be a funny look at everyday life or it could be a solution post in which you address how to solve a particular problem with a specific idea, product, or service. People are always looking for solutions!

22. QUIZZES Some people love taking quizzes for fun.  Why not write a blog post that is a quiz about something interesting?  Examples: 15 Questions to Discover the Vacation of Your Dreams, How Well Do You Know Yourself?, etc.  The point is to make your quiz blog post appealing enough to your audience, so that they want to take it.

23. REVIEW Everybody loves reading reviews.  You could blog a book review, a restaurant critique, or a movie screening.  Reviews help other people who, for example, were thinking about reading the same book, dining at the same restaurant, or watching the same movie; decide if they want to based on your review.  When you write a review blog post, you have the power to influence your readers to take action or avoid it.  Don’t let the power go to your head!

24. SECRETS This could mean quick shortcuts, little known facts, or juicy details.  Like news posts, people like finding out things they would not normally know had they not read your blog.  Same cautions apply!

25. STORIES People love reading fascinating stories.  A story blog post captures the attention of your audience yet is brief enough to be the length of a blog post. Stories with important lessons for your readers earn you loyal readers.

Try one (or a combination of several) of these types of blog posts the next time you write! Don’t be afraid to write CREATIVE blog posts. Most importantly, enjoy the process that blogging requires.  It always helps me to visualize my readers reading this.  Will they think this is funny?  Does that tell them everything they need to know?  etc.  Feel free to share your CREATIVE blog post ideas or to ask me a question related to this post.

Military Special

military special

Do you want to show your appreciation for the men and women in the military who protect our freedoms?  As a bed and breakfast owner, you can offer a military special discount to all United States military men and women.  It is a good idea to require they show you their military identification when they check in so you can apply that discount. You may set limitations such as cannot be applied towards a package or a gift certificate purchase. Patriotic Americans will salute your generosity to those in service to our country.

 

Image by Marcus Berg of Unique Angles Photography

Maximizing Your Time

maximizing your time

We all have 24 hours in our day.  Since none of us can buy time, we must maximize (make the greatest and full use of) this limited resource. This means we must have a strategy (a plan for obtaining a specific goal or result).

So what are goals?  Goals are the results toward which our efforts are directed.  The best goals are SMART:

  • Specific–target a specific area for improvement
  • Measurable–quantify or at least suggest an indicator of progress
  • Action-oriented–state what action must be taken
  • Realistic–state what results can realistically be achieved, given available resources
  • Time-related–specify when the results can be achieved

As an innkeeper of a bed and breakfast, you may want to categorize your goals based on the different areas in your job. I have included an example of a smart goal for each category.

  • Cooking–I will learn at least one new breakfast recipe each week and serve it to my guests.
  • Decorating–I will consult with a professional painter and get an estimate on interior and exterior painting costs.
  • Events–I will host a local chamber of commerce meeting every week.
  • Finances–I will keep an organized record of my earnings and expenses.
  • Gardening–I will plant at least 3 trees and 5 bushes this month.
  • Housekeeping–I will hire a maid to clean our rooms regularly.
  • Laundry–I will arrange for a laundry service to clean our linens.
  • Marketing and Promotion–I will hire someone to write a blog for our website.
  • Shopping–I will stick to my list every time I buy groceries.

You may think of other categories or come up with different goals.  The point is to make the best use of your time. This will allow you, the busy innkeeper, to get everything done and still have a little down time to yourself.

 

Image by Marcus Berg of Unique Angles Photography

History of the B&B Industry in the United States

History of the U.S. B&B Industry

The history of the U.S. B&B Industry began when travel for business and/or pleasure in the United States started in the 1700’s.  Many coaching or stagecoach inns, common in England and the Eastern United States, typically provided stabling for horses and lodging for travelers.  However, the accommodations were extremely modest (at best).

 

Once railroads were constructed, the convenience of railroads provided a huge boost in travel comfort, and hundreds of hotels were constructed close to train stations to accommodate growing numbers of travelers.

As the United States industrialized, more people had time and the discretionary income for travel.  Summer escapes from the sweltering cities to cooler mountain or seaside villages became popular. Wealthy families summered in private villas or luxury resorts, while the working classes headed for boarding houses.

During the Great Depression in the United States, taking in boarders to help meet expenses proliferated. Homes located on state routes (this was long before Interstate Highways) often posted signs reading Tourist Home or Guests, where travelers could typically find a room for the night for about $2, usually including breakfast.

Travel to Europe boomed after World War II; a strong U.S. dollar allowed millions of Americans to discover England’s and Ireland’s B&B’s, and equivalent accommodations on the Continent. Throughout the 1980’s, the seeds for the B&B boom were planted.

Interestingly, although history of the U.S. B&B industry began with informal, inexpensive places to stay with shared baths and minimal amenities, they are now largely luxury accommodations with high levels of comfort, service, and luxury.

 

Image by Marcus Berg of Unique Angles Photography

AAA Diamond Rating

 

AAA Diamond Rating

Today, AAA Membership has grown to over 53 million, with more than 1,000 offices and 38,000 employees throughout the United States and Canada.  To get your Bed and Breakfast evaluated by AAA, click on this Application for AAA Lodging Evaluation.

 

What the Diamond Ratings Mean:

One Diamond

These establishments typically appeal to the budget-minded traveler. They provide essential, no-frills accommodations. They meet the basic requirements pertaining to comfort, cleanliness, and hospitality.

Two Diamond

These establishments appeal to the traveler seeking more than the basic accommodations. There are modest enhancements to the overall physical attributes, design elements, and amenities of the facility–typically at a moderate price.

Three Diamond

These establishments appeal to the traveler with comprehensive needs. Properties are multifaceted with a distinguished style, including marked upgrades in the quality of physical attributes, amenities, and level of comfort provided.

Four Diamond

These establishments are upscale in all areas. Accommodations are progressively more refined and stylish. The physical attributes reflect an obvious enhanced level of quality throughout. The fundamental hallmarks at this level include an extensive array of amenities combined with a high degree of hospitality, service, and attention to detail.

Five Diamond

These establishments reflect the characteristics of the ultimate in luxury and sophistication.  Accommodations are first class. The physical attributes are extraordinary in every manner. The fundamental hallmarks at this level are to meticulously serve and exceed all guest expectations while maintaining an impeccable standard of excellence. Many personalized services and amenities enhance an unmatched level of comfort.

Importance

Being able to say that you have been rated by AAA and indicating how many diamonds are in your rating lets people know what to expect from their stay at your Bed and Breakfast.  It is truly an honor (not to mention very hard work) to achieve a five diamond ranking.