How to Handle Divisive Topics at the Breakfast Table

Innkeeping
winter 2012 | vi | i
smart reading. smart innkeeping.
Official magazine of the Professional Association of Innkeepers International
www.innkeeping.org
They Said
What?!
How to Handle Divisive
Topics at the
Breakfast Table
New England
Conference
Highlight
Tea
is Inn!
“ LivingSocial has
changed our business.
We increased occupancy by 66%,
gross sales by 22% & RevPAR by
38% in a year!
“
Janice & Dennis Fitzgerald
By the Side of the Road Inn & Cottages
partner with us
success stories
đŏReach more than 34MM of our
travel-hungry members
Bed & Breakfast on
Tiffany Hill
Mills River, NC
Room Nights Sold: 600
đŏEnjoy creative control over your
property’s unique package
đŏDrive incremental revenue with
up-sells and cross-sells
đŏBook pre-paid customers with
no up-front cost
McCaffrey House
Bed & Breakfast Inn
Twain Harte, CA
Room Nights Sold: 966
Forsyth Park Inn
Savannah, GA
Room Nights Sold: 419
For more information, visit livingsocial.com/getfeatured
a
?
e
d
c
e
I Ne P re s e n
e
l
i
b
Mo
RezSt re a m
To T h e
Re s c u e !
Wevation Software
4
The human spirit is stronger than
anything that can happen to it. --C.C. Scott
We are proud to support
Kathy Hartley and the Lavender
Inn’s efforts to encourage women
battling cancer by donating these
commemorative mugs.
562858_Deneen.indd 1
11/24/11 12:52:57 AM
at
our booth
Stop by g Conference
epin
the Innke rade Show
and T
ock, AR
in Little R
WE SERVE B&Bs AND INNS OF ALL SIZES!
American Hotel, premier supplier to the hospitality industry, is here for you.
We offer more than 50,000 products to support your B&B or Inn,
including Linens, Coffee Supplies, Towels, Amenities & More!
,ARGESTPRODUCTSELECTIONs&ASTNATIONWIDEDELIVERYs%ASYONLINEORDERING
/PERATING-AINTENANCE3UPPLIESs&URNITURE&IXTURES%QUIPMENT
NEW! Check out our American Advantage Program
for B&Bs and start saving today.
Go to www.americanhotel.com/bedandbreakfast
or call 1-800-323-5686 ext. 4492 today!
innkeeping
now | www.innkeeping.org
559884_American.indd 1
11/24/11 12:22:49 AM
Innkeeping
smart reading. smart innkeeping.
winter 2012 | vi | i
5
Official magazine of the Professional Association of Innkeepers International
inside
8
on the cover
They Said What?!
How to Handle Divisive Topics at the Breakfast Table
8
Lively conversation with new friends is part of what makes the inn
experience so unique and memorable. So, what do you do when one
of your guests steers the topic into potentially stormy seas?
features
New England Conference Highlight
12
Spotlight on this year’s New England Innkeeping Conference
& Trade Show, located in beautiful Cape Cod.
departments
12
6
Key Notes: New Beginnings
A note from PAII President & CEO Jay Karen.
Marketing Matters: The Magic Pill Syndrome
16
Send comments, suggestions and
contributions to Managing Editor
Ingrid Thorson: ingrid@paii.org.
Bill Mitchell discusses the pitfalls of relying on “magic
pill” quick fixes for your internet marketing strategy.
Food Glorious Food: The Spice of Life
20
The Eight Broads in the Kitchen share their tips on
using herbs and spices to bring any dish to life.
Tea Times: Tea is Inn!
23
Gail Gastelu shows how this versatile beverage can
become a revenue source for your inn.
Industry Events
27
Member Benefit Spotlight
By the Numbers
Ad Index
30
29
28
On the go?
IN is online any time at:
naylornetwork.com/pai-nxt
2 0 1 2 W INT E R
| innkeeping now
6
keynotes
New Beginnings
i
If you’re a member of PAII, you are holding in your hands the reincarnation of our printed magazine, Innkeeping Quarterly, now called Innkeeping Now. If you’re not a member of PAII, you should be receiving the
digital edition. The name and design change signal two things—our desire
to stay fresh and progressive, and our new partnership with Naylor.
The name Innkeeping Now is meant to indicate our aim to bring content
that is relevant right now to innkeepers. We know the pace of change is
getting faster and faster in the lives and work of innkeeping, and by injecting the word “Now” into our magazine’s title, it puts that extra pressure on
our staff, writers and other resources to ensure we’re not talking about old
news. We want you to look forward to getting this magazine each quarter—but again, only PAII members will be receiving the printed version.
There’s still something special about flipping through the pages of a quality print piece, and we want to reserve that benefit for our members.
This issue also marks our first foray into a partnership with Naylor, a
company with more than 40 years of experience working with trade associations in delivering print and electronic communications. The staff at
Naylor will help ensure the financial sustainability of the magazine, while
the PAII staff will remain in control of the voice and content. With the commencement of the partnership, we challenged the Naylor designers to come
up with a new, fresh look for the magazine. I think you’ll like what you see.
What else is going to be new with PAII? Expect a newly designed website
very soon, as well as some fantastic new promotions in 2012 with the Better
Way to Stay campaign. In addition, we will be hosting our third annual
New England Innkeeping Show (April 30-May 2, Hyannis, MA) and our
first Southeast Innkeeping Show (June 4-6, Greenville, SC). Oh, and you
might as well mark your calendars for the 2013 Innkeeping Show – January 28-31. The location will be revealed at the upcoming Innkeeping Show
in Little Rock.
And lastly, if you didn’t get the news, as of January 1st, PAII is officially
in our new home in Charleston, SC. Same staff...same phone numbers...
same email addresses...new mailing address (295 Seven Farms Drive, Suite
C-236, Charleston SC 29492). We are certain the Lowcountry will be a great
place for PAII to call home for a long time.
Go to innkeeping.org for updates on all the association happenings.
Here’s wishing you a successful 2012.
Best regards,
IN is a publication of the
Professional Association of Innkeepers
International
295 Seven Farms Drive, Suite C-236
Charleston, SC 29492
p | 856.310.1102
innkeeping.org
PAII STAFF
Jay Karen
President & CEO
Brook Patterson
Director of Vendor Services
Jessie Robinson
Director of Education & Events
Erin Hembree
Project Manager
Isabel Abreu
Membership Manager
Ingrid Thorson
Marketing & Communications
Manager
Marty DeLuca
Bookkeeper
Ellen Chenaux, Gail Gastelu, Danielle
Hanscom, Yvonne Martin, Bill Mitchell,
Debrah Mosimann, Kristie Rosset, Joyce
Schulte, Lynette Scofield, Amy Drew
Thompson, Kathryn White
Contributors
Published by
Naylor, LLC
5950 NW 1st Place
Gainesville, FL 32607
p | 800.369.6220
f | 352.332.1252
naylor.com
Kathleen Gardner
Publisher
Erin Sevitz
Editor
Kent Agramonte
Marketing
Heather Ciocca
Project Manager
Jamie Williams
Advertising Sales Director
Joseph Bijesse, Wayne Childs, Maureen
Hays, Shane Holt, Jacki Javers, Susan
Maracle, David Smith, Lauren Vagnoni
Advertising Sales
Cal Harding, Emma Law
Layout & Design
Jay Karen
President & CEO
innkeeping now | www.innkeeping.org
©2012 Naylor, LLC. All rights reserved.
The contents of this publication may not be
reproduced by any means, in whole or in part,
without the prior written content of the publisher.
JAN 2012 | PAI-Q0112 | 6922
Bright Morning Inn
West Virginia Mountains
8 Rooms – Restaurant
Skiing and Outdoor Recreation
For Sale By Owner
New Price – $595,000
Barclay Cottage
Virginia Beach, Virginia
5 Guest Rooms
Exceptional Beach Location
2 Blocks from Everything!
$900,000 Turnkey
The Watson House
Chincoteague Island, Virginia
2 suites & 3 rooms
Enchanting Resort Island
National Seashore/Wildlife Refuge
$619,000 Turnkey
The Highland Inn
Virginia’s Western Highlands
17+ Guest Rooms / Suites
Historic Country Inn
Priced To Sell!
Reduced – $645,000
Maple Hall
Historic Lexington, Virginia
Full Service Country Inn
20 Guest Rooms / Suites
Location! Location! Location!
Reduced – $1,200,000 Turnkey
Thomas Shepherd Inn
Shepherdstown, West Virginia
6 Room Select Registry Inn
Spacious Owner’s Quarters
For Sale By Owner
$995,000 Turnkey
Summerfield Inn
Historic Abingdon, Virginia
7 Guest Rooms
Wonderful Innkeeper’s Quarters
Walk to Theater & Restaurants
Reduced – $950,000
Virginias Tidewater Region
5 Guest Rooms
1913 Farm House, 5+ acres
Commercial Kitchen
New Price – $440,000
LIFETIME
MEMBER
TMG, Inc. ~ Virginia Inn Brokers
Bed & Breakfast Consultants
“Pete” Holladay 540-463-6688
599 Fox Hunt Rd, Glasgow, VA 24555
www.VirginiaInnBroker.com
8
they said
what?!
H OW TO HANDLE DIVISIVE TOPICS
AT THE BREAKFAST TABLE
by Amy Drew Thompson
Lively conversation with new friends is part of what
makes the inn experience so unique and memorable.
So, what do you do when one of your guests steers
the topic into potentially stormy seas?
innkeeping now | www.innkeeping.org
9
{
}
“The biggest mistake some
innkeepers make is sitting
down at the table.”
w
We’ve all been there, whether at a friend’s barbecue, an office
holiday party or on a blind date. The talk is jovial, comfortable, lively and then—boom!—someone says something that
just sucks the air out of the room. No one knows quite how
to react or what to say. Or perhaps worse, someone does just
that. As innkeepers, it’s in your job description to ensure the
guests’ comfort above all else. That means you are the conversational lifeguard, which might entail jumping into the pool
to redirect potentially poisonous chit-chat over your awardwinning French toast.
STATING THE OBVIOUS
Religion and politics are such obvious third-rail candidates
that even Miss Manners and Dear Abby have fielded questions
about diffusing potentially explosive conversations which
these can raise. But these days, say some of your colleagues,
there are additional hot-button topics you might want to keep
an ear out for.
“[Discussions that broach] sexual orientation, current wars
or overseas conflicts can lead people to become extremely
opinionated,” says Nancy Malikie, owner/innkeeper of the
Gibson Mansion Bed and Breakfast in Missoula, MT. “Such
talk can be truly offensive, turning a positive bed and breakfast experience into a bad one—especially for those for whom
it’s a first B&B stay.”
Roger Eberlin and wife Cecelia Bellomo of the Blue Door
on Baltimore would likely concur, adding to that list sports
teams and even occupations. While religion and politics are
potentially devastating, the pair doesn’t actually see those
come up very often. “Maybe in the company of strangers it
is implied that these are not things you bring up. You might
think that a person’s job is an odd choice; however, what we
find quite often is that a person’s occupation will sometimes
make them prone to taking the lead in conversation or, at a
minimum, interrupting to interject their thoughts.”
It’s not necessarily a third-rail topic, they note. “It’s an attitude to be wary of.”
JUMP IN & STAY OUT OF IT
Conflicting advice? Not really, say Eberlin and Bellomo. “We
never participate in polarizing discussions.” Thirty-plus
years of previous life experience in corporate sales and marketing have ingrained in them a knack for avoiding situations where things go ballistic. Sometimes it can be as simple
as standing near the table and saying nothing. “After a few
seconds, people think you want to ask them something about
their breakfast, their service or comfort—something that
you, as the innkeeper, have definite control over—this is why
standing is so important.”
One of Roger and Cecelia’s cardinal rules of innkeeping is
to remain standing. “The biggest mistake some innkeepers
make is sitting down at the table. The only time you should
be seated is if you’re one-on-one to an individual or single
couple—and even that can be dangerous. In a sitting position,
you become part of the crowd and can lose sight of things
that are happening.”
Standing, they note, allows you to better read your guests.
“We’ve noticed over the years that polarizing conversations
tend to be led by one or two dominant people while the rest
remain quiet either due to shyness or disagreement…perhaps
showing uncomfortable body language. It’s a clear sign that
things are heading in the wrong direction.” That, all queried
agree, means it’s high time for an intervention, whether
“hard” or “soft.”
Knowing where your guests are from—geographically
speaking—is important and also can aid you in steering a
conversation, allowing you to interject a question, such as:
What’s the general position on this topic in your area of the
country? Most people, say the Blue Door’s innkeepers, “will
usually stop for a minute to see what another [geographical
area] is thinking as validation. Or, we can interject what our
geography thinks. Since we’re close to D.C., sometimes we’ll
have two opposing views to state and it could be a summation
of the discussion before we ask what we can get for anyone.”
“Isn’t it great that we can agree to disagree?” Malikie says
she might interject. “How great is it that we each can have
our own opinions and still live together?” Missoula, she notes,
is a town well known for its diverse community. “We all have
different beliefs but come together for the common good. By
and large, it’s not a wealthy community, yet it supports many
nonprofit organizations. If we see a potential clash at the table,
we can incorporate how Missoula made it work.”
Eberlin and Bellomo cite their inn’s apparent ignorance to
the elements as an easy way to interject. “We have the luxury
of having a 100-plus-year-old brick property that sometimes
doesn’t realize it’s very hot or cold outside for a few days,”
they joke. “Our concern for the guests’ comfort is appreciated
at the very least and can derail the ‘persons in question’ for
a little so that a new topic might arise based on a quip about
our finicky old building.”
2 0 1 2 W INT E R
| innkeeping now
10
THAT GUEST
Neither Malikie, with a decade of experience, nor Eberlin and
Bellomo, with four in innkeeping and another 10 in the hotel
industry, have ever had an unthinkable horror story. Brian
“Doc” Adams, however, about to start his sixth year as the
proprietor of the 139-year-old Buffalo Tavern Bed and Breakfast in West Jefferson, NC, ran into a doozy of a guest not too
long ago.
The gentleman, in his early 70s, had arrived with his wife
while Adams was out at a meeting. They had known ahead of
time that his housekeeper—who often subs for him when necessary—would be serving the breakfast he’d prepared before
leaving. During the meal, he shared with her his unsolicited
opinions about both African-American and Jewish people,
using less-than-palatable epithets, and making her extremely
grateful no other diners were present.
“She was very taken aback, very offended,” says Adams, “but
didn’t respond except to say that she doesn’t discuss such topics with guests.” She notified Adams of what had transpired
immediately, and at the time, the guest was out in the car waiting for his wife as they were attending a seminar in the area.
“I met her on the front porch and explained that the comments and discussion he had with my housekeeper were inappropriate.” The wife assured him he wouldn’t be talking like
that anymore—and he didn’t. “I’d already called my attorney
and found out that I was within my rights to ask them to leave
if I felt it were necessary,” he notes. Luckily, it didn’t come to
that.
Adams still breathes a collective sigh of relief that everything worked out okay. “It just so happened that that very
night, I had guests staying with us who were coming from
Israel!” Additionally, both the elder man and the Israelis had
requested an early breakfast on the same morning during
When It’s Okay
their stays. “They ended up dining together,” Adams marvels.
“And in the end I’m almost positive that the older man ended
up giving us a glowing online review.”
Adams hasn’t had any other close calls since, but says the
man did give him one heck of a good story to tell. He says
he’d have no problem hijacking and monopolizing a breakfast
conversation for awhile to change its direction if the situation
warranted, noting that there’s always something fun about his
small-town area to discuss and break things up.
The overall vibe of a property, stresses Malikie, is vital to the
guests’ experience. “We love to share our part of the world with
the people who are staying with us…to give them a relaxing
home-away-from-home. We are a Victorian mansion, we play
classical music during breakfast and we have a black Lab who
is around (for guests to seek out) if they want some puppy love.
We have very few house ‘rules.’”
Malikie believes that her inn’s charm—and indeed the
relaxing, homey atmosphere of any such property—fosters
an environment in which guests will rarely broach hot topics. “In stressful times, in a fast-paced world, it’s good for us
innkeepers to help them escape, relax and take a moment to
just breathe. We find this makes for a time in which they won’t
want to talk ‘world issues,’ but just enjoy a great meal and fun
conversation.”
If all else fails, perhaps a homey needlepoint of a poignant
Shakespeare quote in the dining room might do the trick:
“Conversation should be pleasant without scurrility, witty
without affectation, free without indecency, learned without
conceitedness, novel without falsehood.”
Amy Drew Thompson is a freelance journalist and editor
with nearly two decades of experience reporting and writing
for consumer, trade and custom outfits.
local topic of logging comes up. LeCount
came a slight chuckle from an unenlightened
allows conversations to take their course,
fellow guest and we were so surprised that
keeping an ear out for discord.
we could only feel helpless in the awkward
“What seems to be more of an issue is not
the topic, but balancing the level of partici-
fairgame topic at her intimate, seven-room
Being an innkeeper, says Mark Chesnut,
pation. Not everyone has to participate, but
business travel editor at Orbitz.com and
we try to be sensitive when one person is
Contributing Editor at Passport, the largest
holding forth when everyone else is ready to
gay-travel magazine in North America, is
move on.”
in some ways like hosting a cocktail party
LeCount recommends the subtle art of
Local politics, says Lori LeCount, is a
pause that followed.”
with a diverse array of guests. “Part of the
strategic seating to keep potential bullies at
job entails keeping the conversation flowing
bay. “I find that the head and foot of the table
pleasantly. If you sense there’s a potential for
are often taken by guests who think they
conflict or discomfort, gently direct it toward
should take charge,” she says. “I make sure
topics guests have in common—classics like
not to have those available.”
the weather and geography perhaps.” And if
Of course, awkward moments can still
the conversation has already gone there?
Ocean Wilderness Inn in Sooke on Vancouver
happen. “We operate what we hope is an
“Take a gentle but leading role in redirecting
Island, BC, where she’s been running the
inclusive B&B,” she notes, remembering
it,” he offers, “perhaps taking a guest aside
show for five years. In fact, so is U.S. politics.
an occasion when one half of a gay couple
if necessary to apologize if they’ve felt any
“We’re ex-pats,” she says. Even the dicey
introduced the other as their spouse. “There
discomfort.”
innkeeping now | www.innkeeping.org
12
2012 New
England
Innkeeping
Conference &
Trade Show
HOST ED BY T HE
PROFESS ION AL
ASSOCI AT ION
OF I N NKEEPERS
I N T ER N AT ION AL
The New England
w
Whether you are seeking ways to boost your success in the
off-season, knowledge of the latest in marketing trends or
much-needed time and space to swap ideas with your peers,
the most progressive and in-depth educational opportunity is
here.
April 30-May2, 2012
Cape Cod, Hyannis, Massachusetts
Hosted by P AII
innkeeping now | www.innkeeping.org
Welcome to the New England Innkeeping Conference &
Trade Show.
In the innkeeping business, it’s all about resources: human, facility, revenue, energy, supply, strategic and personal
enrichment. So many facets go into creating and maintaining the gem that is your inn. The New England Innkeeping Show promises a variety of educational tracks that are
tailored to assist you in all these areas. From marketing
to management; from operations to physical and mental
enrichment, we have a provision of workshops designed to
ensure your continued innkeeping success in all its facets
and functions.
The New England Innkeeping Show is the perfect place
within driving distance to spend a couple of days away from
your inn and get connected, or reconnected, to the passion
that drove you into this business. Additionally, you can save a
bundle at the trade show. We have a program tailormade for New England Innkeepers which keeps your
unique region and needs in mind.
13
General Sessions
TUESDAY, MAY 1 and
WEDNESDAY, MAY 2
Insights and Industry
In our General Sessions we welcome you into the conference with
inspiration, providing you with focused information designed to
provide enrichment and encouragement.
We know that it’s important to connect with leisure and business travelers, creating an experience that convinces them to
become and continue to be inn goers. We also know it’s critical to
continue to keep up with the hows and whys of marketing and
public relations combined to create visibility of bed and breakfasts
as THE choice for travelers.
You’ll leave energized and excited about the bed and breakfast
industry and our ability to connect with and cater to today’s
travelers.
New England Innkeeping
Show Schedule
(subject to change)
Monday, April 30
8 a.m.-5 p.m.
Registration Open
9 a.m.-5 p.m.
Pre-Conference Sessions
2 p.m.-5 p.m.
Aspiring Innkeeper Workshop
Noon-5 p.m.
Exhibitor Move In
5 p.m.-7 p.m.
Trade Show Grand Opening and
Reception on Trade Show Floor
MONDAY, APRIL 30
Tuesday, May 1
Pre-Conference Exhibitor Connection Sessions
An Exhibitor Connection is an educational presentation where
attendees who are interested in the educational topic may attend
and can expect an informative session. A limited number of Exhibitor Connections will be offered to attendees as pre-cons prior
to the official start of each conference.
7:30 a.m.-5 p.m.
Registration Open
9 a.m.-10:30 a.m.
Opening General Session
10:45 a.m.-12 p.m.
Workshops
Aspiring Innkeeper Half-Day Workshop: What Would an
Innkeeper Do? Innkeeping in 20/20 Hindsight
A fast-paced combination of data and insight with ample opportunity for discussion about finding the right property, financing
your purchase, establishing a thriving business and about the
many aspects of the daily life of an innkeeper. Invest a half day
with the experts and hear the real stories of innkeepers.
Invest an afternoon with the experts, including Carol
Edmondson of Innkeeping Specialists and others. And here’s
a secret (okay, maybe not so secret): if you register for the full
conference, you can attend the aspiring workshop for FREE!
12 p.m.–2 p.m.
Lunch in the Trade Show
2:15 p.m.-3:30 p.m.
Workshops
3:45 p.m.-5 p.m.
Workshops
5 p.m.-7 p.m.
Reception on the Trade Show
Floor
7 p.m. +
Dine Around On Your Own
Wednesday, May 2
Trade Show is Closed –
Move out day
7:30 a.m.-11:30 a.m.
Registration Open
8:30 a.m.-9:30 a.m.
General Session
9:45 a.m.-11:00 a.m.
Workshops
11:15 a.m.-12:30 p.m.
Workshops
12:30 p.m.
Departure
2 0 1 2 W INT E R
| innkeeping now
14
WHY CHOOSE NPC?
National Processing Company (NPC), a Vantiv Company, is a trusted partner for
all electronic payment acceptance needs, from credit and debit card processing,
to check acceptance, recurring bill payment, gift and loyalty promotions, to PCI
compliance and immediate working capital.
Why
NPC:
¾ NPC is large enough to offer the most competitive pricing, but also
flexible enough to work to meet each business’ needs
¾ NPC processes payments for over 240,000 businesses
¾ NPC has over 40 years of experience in the payment industry
¾ NPC has a A+ rating with the Better Business Bureau (BBB)
A Vantiv Company
Your Key Advantages
Š Improved security
Š Upfront cash flow
Š Convenience of customers
payment preferences
Š Easy online reports
Š Web-based programs to
set up payment plans
National Processing Company is a registered ISO/MSP of First National Bank of Omaha, Omaha, NE.
558262_NPC.indd 1
innkeeping
now | www.innkeeping.org
556126_BedandBreakfast.indd 1
10/25/11 1:06:34 AM
12/2/11 7:17:09 AM
15
New England Innkeeping Trade Show
The New England Innkeeping Trade Show is more than just
a place to find products for your inn. From the moment the hall
opens with the Monday night Kick-Off Reception and continuing throughout the next day, you’ll enjoy networking and
doing business with more than 40 vendors who cater to your
industry, and many specifically to New England inns. Many
exhibitors offer show specials that can save you money.
Registration Pricing and Policies
Registration
Members
Non-Members
Standard Registration
$189
$209
One Day Registration (Tuesday)
$129
$139
One Day Registration (Wednesday)
$69
$79
Aspiring Innkeepers Pre-Conference Seminar
$59*
$89 (includes silver)
*If you are a member and register for the full conference
you may attend the Aspiring workshops for FREE!
Look for details about the workshops and preconference exhibitor connections on our website:
www.newenglandinnkeepingshow.com
Resort and Conference
Center at Hyannis
35 Scudder Avenue
Hyannis, MA 02601
April 30-May 2, 2012
Hotel Reservation Cut-Off Date: March 30, 2012
Rates include continental breakfast, free parking, free
in-room internet access and applicable taxes
Single: $147.40
Double: $158.80
In order to ensure the group rate you must call:
(508) 775-7775 or toll-free (866) 828-9111 and ask for the
Professional Association of Innkeepers International
group rate.
• Deposits are refundable (minus a $15 processing fee)
only if the cancellation notice is received TWO WEEKS
(14 days) prior to the scheduled arrival date.
• If cancellation is received within two weeks of arrival,
the deposit will be forfeited.
• Failure to check in on the scheduled arrival date will result in loss of deposit and cancellation of the remainder
of the reservation.
Air Travelers
Hotel Cancellation Policy
• A deposit of one night’s room and tax will be taken by
credit card at the time the reservation is made and applied to the final night of the stay.
If you are planning to fly from a destination you can use
either TF Green Airport in Providence, RI or Boston Logan
and arrange ground transportation through one of the car
rental companies at the airport.
2 0 1 2 W INT E R
| innkeeping now
16
marketing matters
The Magic Pill
Syndrome
w
Those who seek
easy solutions
to internet
marketing
are destined
to suffer the
consequences.
by Bill Mitchell,
Co-founder, RezStream,
Denver, Colorado
We live in a society that regularly relies on quick fixes and easy solutions.
If we have heartburn, it’s easy to just
take a pill. Can’t sleep? There are pills
for that. Overweight? Take another
pill. Not eating right? Take more
pills. No matter what the problem is,
we repeatedly seek a simple solution.
When it comes to internet marketing,
we often look for the easy way to make
more money.
How we access the internet is
changing so rapidly. As we enter
the post-PC era with smart phones
and tablet devices are exploding in
popularity, internet marketing strategies are also shifting. Many smaller
hospitality businesses are looking
for “easy” solutions to their complex
online marketing needs. Unfortunately, “one-size-fits-all” marketing
solutions (in the form of template
websites) almost always come with
severe limitations. Fierce competition
within the internet marketing arena
is proving that quick and easy online
marketing tools are usually not all
they claim to be.
In the late 1990s, many hospitality businesses made the mistake of
blindly trusting national and local
directory companies. These directories
provided “low cost” template websites
that were owned by the directories
themselves. The websites were specifically designed to benefit the directory
companies, not the end users. The re-
sult for the individual businesses was
that they had no actual control over
their marketing efforts and branding.
When they left these directories, businesses also lost their website content.
Sadly, this pattern is repeating itself
innkeeping now | www.innkeeping.org
with the advent of cloud-based websites
and mobile template websites.
In a trend reminiscent of the late
90s, there are new companies offering cloud-based content management
system (CMS) website templates that
can be rented on a monthly basis. On
the surface, these cloud-based CMS
websites sound wonderful. Claims are
made that CMS template websites are
easy to set up. Further claims boast
that traditional search engine optimization is not needed as these websites
are “magically” built to rank higher in
Google searches. The companies that
provide these websites often offer “free”
mobile websites and social media pages. Guess what? If the solution sounds
too good to be true—it probably is!
The truth is these cloud-based “magic pill” CMS websites have no custom
search engine optimization, regardless
of what you are promised. It is a fact
that un-optimized websites cannot outrank websites that have custom search
engine optimization (SEO). Placing a
few random keywords into the text is
no substitute for real SEO. Template
solutions simply fail to deliver meaningful SEO results. In addition, you
will not be able to change major layout
elements of the design. If you do select
a template website option, add custom
search engine optimization to it. Do not
rely on a company’s “default” search
engine optimization settings!
Some template websites also double
as “mobile websites.” You simply click
a setting and your regular template
website is reformatted to look like a
mobile website when viewed from a
smart phone. The problem with this
“solution” is that mobile searches
17
{
Template solutions simply fail to
deliver meaningful SEO results.
}
revenue), but they can be very costly. If
most hospitality businesses just spent a
reasonable amount on monthly internet
marketing, they wouldn’t need to give
©istockphoto.com/franckreporter
have different SEO standards than
regular website SEO standards.
Instead, your mobile website should
be custom-built and have a different
file name than your regular website,
as in m.queenvictoria.com. Unless
your mobile website is different from
your regular website, you will suffer
in Google’s mobile search algorithm.
Google awards higher quality scores
to mobile pay-per-click for websites
that are specifically designed as mobile sites. “Imitation” mobile websites
(regular websites just reformatted to
display in mobile browsers) are still
treated like regular websites in the
eyes of Google. That’s no help when
trying to improve your mobile search
rankings.
Finally, if you leave the company
that provides a template website, you
will also lose your entire website presence. Sound familiar? Overall, magic
pill Web companies regularly mislead
people about what it takes to achieve
successful internet marketing. Their
services often come with a hefty price
tag, which can range from $300-$1,000
a month for these types of websites.
In most cases, you are much better
served to buy a reasonable custom CMS
website and not pay any ongoing fees.
Remember, while it may be cheaper up
front to rent a website, you will actually end up paying more in the long run.
Don’t be tempted to drink their “magic
marketing” Kool-Aid. These solutions
do not include meaningful SEO.
Another popular option for “magic
pill” internet marketing is to sign up
for Groupon, Living Social, Jetsetter, Sniqueaway or other travel deal
website bargains. The formula behind
these sites is to give away long-term
margin to gain immediate revenue.
The explosion in popularity of bargain websites has coincided with the
economic decline over the past four
years. These websites offer special
deals to consumers who are looking for
travel bargains. Not that these deals
don’t work (they can generate quick
away the farm on special deals. In most
cases, it is just bad business to ignore
everyday marketing and then try to
make up for it with special offers.
Special offers only yield short-term
revenue results. By focusing on the
basics of SEO, you help your business
increase ROI on a long-term basis.
One more common (and all the rage)
offering is social media marketing.
Proponents advise that after tapping
into the power of Facebook and other
social media sites, you will make so
much money you won’t even need a
website. If you study where the money
comes from in the internet marketing
arena, social media revenue is woefully
lacking compared to Google organic,
Google PPC and local directories. For
every $100,000 that a business makes
from Google, it will make peanuts from
Facebook. All data is not created equal.
Social media data is of limited use compared to data that drives purchase decisions. People rely on Google to make
purchase decisions. Google is still the
king when it comes to making online
revenue for most hospitality businesses. While social media marketing can
work, especially for larger businesses
and restaurants, it often produces far
less revenue than it does hype for most
hospitality businesses.
It should also be noted that even
traditional search engine optimization
and internet marketing techniques are
not a magic pill. Those who are desper-
ate, or late adopters, should not expect
instant results from adding SEO to
2 0 1 2 W INT E R
| innkeeping now
18
I
The Cucumber & Acai Collection liquids and exfoliating
soaps are enriched with soothing cucumber and natural
acai berry antioxidants to provide a pleasurable and
healthy cleansing experience for your guests. Invigorating
tea tree oil, a natural ingredient from Australia, is also
included in all of the personal care items.
SOOTHING. PURIFYING. INVIGORATING.
their website. Those who hop from company to company
will also suffer. Just like with most things, good things
take time. Good results come from sound techniques and
patience. Keep in mind that almost 80 to 90 percent of all
websites are still poorly optimized. The truth is that most
revenue comes from exploiting websites that are weaker
than yours. If your website is well optimized with sound
link building and a solid PPC setup, it will succeed in
most cases. The formula for success hasn’t changed—take
care of the basics, be patient and revenue will follow.
{
The formula for success hasn’t
changed—take care of the
basics, be patient and revenue
will follow.
}
So what works best for a successful internet marketing
strategy? First, own your website, be in control of your
content and be able to make major changes quickly. Second, spend your money marketing your own website and
not paying those who claim that they are all you need to
succeed. Set a minimum monthly budget for internet marketing and mobile marketing. Don’t settle for a template
mobile website. Have a custom mobile design and mobile
marketing strategy.
The one trend worth chasing today is mobile marketing. More people have smart phones in the world than own
cars. Tablet use is growing extremely quickly. Having a
custom mobile website and a custom mobile marketing
strategy that includes mobile PPC is a must. Don’t cut
corners by trying to make one size fit all your marketing
needs.
Conclusion:
CUCUMBER
It’s human nature to look for the easy way out. Being impatient, reaching for quick fixes and failing to understand
the basics of internet marketing creates a recipe for internet marketing failure. Conversely, following the basics of
SEO, having a dedicated mobile website and mobile marketing strategy and selecting the right internet marketing
agency will ensure long-term success. This sound advice
will make you more money from your internet marketing
efforts in 2012.
šACAI
For more information,
visit us online or call us today!
800-541-6775
EssentialAmenities.com
diana.johnson@essentialamenities.com
innkeeping now | www.innkeeping.org
555799_Essential.indd 1
208 Passaic Ave.
Fairfield, NJ 07004
10/15/11 4:22:16 AM
Bill Mitchell is Co-founder and Chief Operating Officer
for RezStream, located in Denver, Colo. RezStream sells
reservation software, online reservation booking engine
services, Global Distribution System services, custom
website designs and flexible internet marketing plans to
businesses of all sizes in the hospitality industry. RezStream also provides ADA-compliance consulting services
and ADA-accessible website services.
19
No More Hand Ironing —
with Miele
The HM 16-80 rotary iron provides the perfect
r
r
r
r
German-engineered, high quality
construction
Sheets pressed in minutes
Dependable results day after day
Foldable for easy storage
Contact: 8 professionallaundry.com
561219_Miele.indd 1
Ê800.991.9380
11/16/11 4:14:43 AM
We know
your risks.
Our policies constantly
respond to changes in
your industry because
the most dangerous
risk is the one you
never saw
coming.
Specialty insurance
for inns.
inninsurance.com
564663_Markel.indd 1
866-618-7107
2 0 1 2 W INT E R | innkeeping now
12/7/11 7:39:39 PM
20
food glorious food
The Spice of Life
m
by The Eight Broads
in the Kitchen
More than two thousand years ago
ships set sail in search of cinnamon
and pepper. Early uses of both spices
and herbs centered on medicine, magic
and religion, and during the Middle
Ages spices were in great demand
in Europe. Egyptians used herbs to
embalm, and in China and India herbs
were a source of medicine. Christopher
Columbus set out to find a better route
to spices and found America.
Most of us don’t think of our history lessons everyday when we pull
cinnamon, nutmeg or maybe herbs de
Provence off the shelf. We’re more likely planning and thinking about how
best to flavor our morning offering or
afternoon sweet treat. And maybe one
of the best times to make great use of
spices and herbs is when fresh fruits
and vegetables are not in season, and
the sweet and savory options open to
us with the burst of flavor from these
remarkable additives are the perfect
solution.
In researching this article we discovered, for example, that cinnamon is
thought to be an anti-clogging agent
for blood. Studies have shown that
regular use of cinnamon can lower
blood sugar levels, kill certain cancer
cells and (our personal favorite) reduce
arthritis pain when half a teaspoon is
combined with one tablespoon of honey.
Our kind of remedy!
Spices are generally dried and then
ground. Spices should be stored in
a cool, dry place and not above the
oven or stove (even if that is the most
convenient option). Most dried spices
and herbs will last a year; whole spices,
like nutmeg that you grind as you use,
will last three to five years. It’s okay
innkeeping now | www.innkeeping.org
to place spices and herbs in the freezer
as long as the containers are tightly
sealed.
Don’t forget to smell or taste your
spices and herbs. If they are flat or
acrid, it’s time to pitch and restock.
What are some of your spice options?
Black pepper we all know well to add
flavor to any dish. Salt, which is not
a spice but a mineral, also enhances
flavor. It’s surprising how much we use
salt on unconventional foods like melons, apples and Asian pears. Sea salt,
fleur de sel, black, pink and smoked sea
salt are just a few of the varieties carried by stores and gourmet shops today. A gentle sprinkling on melon will
bring out the flavor beautifully. Borsari
Seasoning Salt, which is a blend of salt
and herbs, has an interesting flavor
when used on savory dishes.
Cardamom is a sweet and aromatic
spice which is great for cheesecakes,
cookies, gingerbread and cakes. Cinnamon may be one of the most popular
with innkeepers, but be sure to try cinnamon from Penzeys or another spice
company. Ceylon, China Tung Hing,
Korintje Indonesian and Vietnamese
Extra Fancy are a few of the options.
If you haven’t sniffed these marvelous
cinnamons, you won’t know what you
(and your guests!) are missing. The difference is in the oil percentages. A good
quality Saigon cinnamon will contain
up to five percent oil and a sniff will
knock your socks off. Be careful when
using with yeast doughs, though; cinnamon inhibits the growth of yeast so is
often combined with sugar, which feeds
yeast and promotes growth.
Cloves are perfect for applesauce,
cranberry relish, syrups and other
21
{
One of the best times to make great
use of spices and herbs is when fresh
fruits and vegetables are not in season.
baked fruits. Cumin is one of the spices
that makes Mexican food so remarkable and is great in egg dishes. Toasting whole cumin seeds in a small frying pan and then grinding in a mortar
and pestle will enhance and deepen the
flavors.
Nutmeg is a great accompaniment to
boiled grapefruit, and have you tried
it in cookies and cakes? Fresh whole
nutmeg is easily grated using a microplane or fine grater. Use with caution,
as fresh nutmeg is intense in flavor.
The Eight Broads’ peach clafouti recipe
found on our blog uses nutmeg and is
truly fabulous.
Ginger can decrease motion sickness
and nausea and is the one to reach for
with fresh fruit, especially peaches.
How to use spices? It doesn’t have to
be complicated. Dip berries or bananas
in low-fat sour cream and then in a
mix of 1 teaspoon ground cinnamon
and ¼ cup brown sugar. Be sure to add
vanilla to whipped cream or caramel
sauce.
Or, whisk together 1 cup of Greek
yogurt, 2 tablespoons of honey and
½ a teaspoon of cardamom and serve
over roasted plums or poached pears.
Delish!
Closely related to spices are herbs.
Both herbs and spices add flavor and
change the character of what you are
making. One can make or break a dish
with the correct addition of either and
some experimentation is in order. As
a teenager one of us made some filled
pastetas and thought that because they
called for a small amount of oregano
and thyme that more was better. She
proudly served these beautifully baked
pastries for dinner to oohs and ahs
}
until the family took the first bite. Let’s
just say that too much of a good thing
is—too much. More is certainly not
always better.
Basil has come into vogue, and there
are few herbs more fragrant and beautiful to incorporate than fresh basil.
Tomato and basil are kissing cousins
and mix well. Parsley is the all-around
herb and enhances the flavor of any
other herb with which it is combined.
Not only does it contribute a bright
fresh color, but its subtle flavor highlights other flavors without overwhelming them.
Thyme and marjoram are similar
in appearance and combine well with
meats. Add them to freshly ground
pork and veal to create flavorful break-
fast sausage patties. Tarragon has a
flavor all its own and is the defining
flavor in Béarnaise sauce. Use carefully, but mastering a classic Béarnaise
sauce is a thing of beauty and has
many uses at breakfast, most notably
as the topping for Eggs Benedict.
Rosemary is an herb with an attitude
and is wonderful in combination with
parsley, basil, marjoram and thyme. A
great winter side dish is to dice boiled
potatoes, add the above herbs chopped
and combine with some diced onion,
Herbed Scrambled Eggs
This is a versatile and delicious breakfast dish that can be adapted to what is in season. It
holds up well in a 180-degree oven or a chafing dish on a buffet table. This recipe can be easily
doubled.
For a simple breakfast I use parsley or a mixture of parsley and lovage and serve it with a side
of smoked bacon. To dress it up I use dill and top with ribbons of smoked salmon. For a summer
breakfast I use basil and serve it with a side of roasted grape tomatoes. Serves 4.
Ingredients
• 6 large eggs
• 4 ounces cream cheese
• ¼ cup light cream
• ½ teaspoon sea salt
• Freshly ground pepper to taste
• 1 tablespoon unsalted butter
• 1½ tablespoon fresh herbs such as parsley, basil, tarragon, lovage or dill finely minced
Directions
In a small glass bowl microwave cream cheese for 20 seconds—you want it to be very soft.
In a large bowl whisk together eggs, light cream, salt, pepper and one tablespoon of herbs.
Add cream cheese and stir together. It doesn’t need to be totally incorporated.
In a large frying pan heat the butter over medium heat until it foams. Stir in the eggs and cook
until small curds form (approximately seven minutes). Be careful not to let it brown.
Divide amongst four plates and sprinkle with the rest of the fresh herbs.
If it goes on a buffet I’ll put it in a chafing dish and sprinkle with the rest of the herbs.
Kathryn White, The Beechmont Inn B&B
2 0 1 2 W INT E R
| innkeeping now
22
Almond Spice Cookies
Ingredients
• 2 cups flour
• 1 cup sugar
• 2 teaspoons baking soda
• 1 egg
• 1 teaspoon salt
• 4 tablespoon molasses
• 1 teaspoon each cinnamon and ginger
• 1 teaspoon vanilla
• ½ teaspoon each allspice, nutmeg and cloves
• ½ cup sliced almonds
• ¾ cup oil
Directions
Sift together flour, salt, baking soda and spices. Set aside.
Beat together oil and sugar until well blended. Add egg, molasses and vanilla. Blend. Stir in
dry ingredients and then almonds. Dough will be fairly stiff.
Drop by tablespoons on to a greased cookie sheet. Bake at 350 degrees for 10 minutes.
Remove from baking sheet and cool. Store in an airtight container with a slice of bread to
preserve chewy texture.
Lynnette Scofield, The William Henry Miller Inn
Breakfast Wrap
This recipe has two real benefits. One: as few or as many can be made to fit your “house.”
Two: it is a really great way to highlight herbs!
Ingredients
• Package of tortillas (we use spinach/basil); one for each guest
• Cream cheese (approximately one ounce per person)—mix in chopped fresh parsley and
dill with a bit of sea salt to bring out the fl avor
• Shredded Jack and cheddar cheese (about ¼ cup per serving)
• Plum tomatoes that have been chopped (about ¼ cup per serving). Season with chopped
fresh basil, a drizzle of olive oil and sea salt and then roast in the oven for no more than ten
minutes at 425 degrees.
• Two large eggs, scrambled, per person
Directions
Layer the warmed tortilla with a spread of the herbed cream cheese and the tomatoes. Add
scrambled eggs and lastly the Jack and cheddar cheese.
Fold the tortilla around the ingredients and place on a metal tray with aluminum foil
covering the wraps to keep them moist. They can be kept warm in a 350 degree oven until
ready to serve.
Slice each wrap on the diagonal. Serve with roasted potatoes and cranberry chutney. How
to garnish? Fresh herbs, of course!
Jazzy Sausage—Sugar and Spice
and Everything Nice
Insipid sausage for breakfast again? Not with Jazzy Sausage! Michael Salmon, owner/chef of
Hartstone Inn in Camden, Maine, created a “Cumin-Spiced Bacon and Sausage Roll” to serve
with breakfast. At Birchwood Inn, we leave out the bacon and roll the sausage in the spices.
This is one of our WOW! recipes.
Ingredients
• ½ cup brown sugar, firmly packed
• ½ teaspoon ground cardamom
• 2 tablespoon chili powder
• ¼ teaspoon ground cinnamon
• 1½ teaspoon ground cumin (Michael also • ¼ teaspoon ground cayenne pepper
adds 2 teaspoon whole cumin)
• 2 teaspoon anise seeds
• 1 teaspoon ground coriander
• Sausage links
Directions
Mix the sugar and spices together and store in an airtight container.
When you are going to serve the sausage, preheat the oven to 400 degrees. Spoon several
tablespoons of the mixture on a plate and roll sausage links in the spice mix until well-coated.
Place the sausage on a small cookie sheet and bake for 10 minutes.
Store the rest of the sugar-spice mixture in an airtight container for the next time you are
having sausage.
Jazzy Sausage can be served as an accompaniment to both savory and sweet breakfasts.
Ellen Gutman Chenaux, Birchwood Inn
innkeeping now | www.innkeeping.org
peppers and olive oil. Put the potato
mixture in a Ziploc bag overnight. The
next morning place the contents of the
bag onto a cookie sheet and roast at
375 degrees for 25-30 minutes. When
browned and ready, sprinkle with some
sea salt and serve to rave reviews.
Herbs are easy to grow even for the
black-thumbed gardener. Those of you
who have harsh winter months can
plant herbs in window boxes that are
brought inside when the first frost
bites. Parsley, chives, marjoram and
thyme all grow well indoors. There are
few things as satisfying as using fresh
herbs year-round.
Turning a ho-hum breakfast into
something your guests will remember
and talk about can be as easy as recreating with some herbs and spices. We
have included some Eight Broad recipes
that highlight just how amazing herbs
and spices can be.
Happy Breakfast!
Danielle Hanscom
Brampton Inn
Ellen Chenaux, Birchwood Inn, Lenox, Mass.
Danielle Hanscom, Brampton Inn, Chestertown, Md.
Yvonne Martin, White Oak Inn, Danville, Ohio
Debrah Mosimann, Swiss Woods Inn, Lititz, Pa.
Kristie Rosset, Lookout Point Lakeside Inn, Hot
Springs, Ark., Joyce Schulte, Chambered Nautilus
Bed and Breakfast Inn, Seattle, Wash., Lynnette
Scofield, William Henry Miller Inn, Ithaca, NY
Kathryn White, Beechmont Inn Bed and Breakfast,
Hanover, Pa.
The Eight Broads in the Kitchen are
innkeepers from across the U.S. who
have become great friends over the
years. All of us run small inns where
breakfast, desserts and dinners are part
of what we do. Our inn recipes define
us and are eclectic, practical and just
downright fun. We strive to make the
travel experience truly something wonderful to remember, highlighted by the
wonderful creations coming from our
kitchens, the signature of what we do.
tea times
23
Tea is Inn!
by Gail Gastelu
i
Is your inn “in” when it comes to serving tea or an afternoon tea service?
Have you given any consideration to
using afternoon tea as a profit center?
If your B&B or inn is not serving tea,
you may not be “in” in the eyes of your
guests.
In honor of National Hot Tea Month
in January, this column is debuting
in Innkeeping Now to assist innkeepers in creating profit centers around
tea and afternoon tea services. We will
discuss trends in the tea industry and
learn about tea and how to share the
tea experience with your customers.
Through this column and online, we
encourage all innkeepers to write in,
ask questions and share tea experiences with us. We will work to answer
your questions quickly and share more
detailed responses through this quarterly column in the magazine.
This is the time of year people in the
tea industry work to satisfy customers
through a busy season of consuming
{
Tea is the most
consumed
beverage next
to water.
hot tea. It is a great time of year to
launch new lines or new varieties of
tea. Tea is the most consumed beverage
next to water, so it definitely deserves a
bit of thought and consideration as you
begin to plan for a profitable new year
at your inn.
Certainly you have happy customers
who return on a regular basis because
they enjoy your location, services,
atmosphere, etc. But how do you bring
in more guests and new faces from
both near and far? One answer is a full
afternoon tea service. Not just an afternoon cuppa accompanied by a cookie,
but a full tea service complete with
finger sandwiches, scones and other
treats (a service for which you will be
able to charge extra money and accept
special reservations).
What about the tea itself? Have you
considered serving high-quality, looseleaf teas? Rather than the quick, selfserve variety of tea made in the same
machine as your quick serve coffees,
}
2 0 1 2 W INT E R
| innkeeping now
24
you will need to offer a variety of highquality teas. You will need to learn how
to properly steep each type of tea for
optimal enjoyment. For example, did
you know that white and green teas
should not be prepared with boiling hot
water? The water temperature needs
to be lower for these types of teas or
the resulting brew will be bitter and
undrinkable.
Adding high-quality teas to your
pantry opens up even more profit
centers. You may host special events
562521_Ellery.indd 1
featuring different tea origins, tea
tastings, etc. High-quality tea is also
something to sell in your shop along
with your logo mugs, etc. You might
think about creating a “signature tea”
for your inn. Tea is also an incredible
beverage for food pairings. Treat it as
you would a fine wine and think of
numerous ways to pair with different
courses.
If you would like to get a jump start
on adding quality tea and tea services
to your inn, first, choose your tea. Do
11/29/11
not launch an afternoon tea service
until you have chosen a fine selection
of teas. This will take some time and
adjustments can be made as you discover which teas are the most popular
with your guests.
Start by purchasing small quantities—approximately two ounces—of
loose-leaf teas from a local tea retailer
or online. Or, search for a tea wholesaler right away and ask for special
pricing for samples. Discover what
types of teas are most pleasing to you
and then purchase larger quantities of
loose-leaf tea directly from the wholesaler. When you begin your search, remember that tea (scientifically known
as Camellia sinensis) all comes from
the same plant. White, green, oolong
and black tea are all from the same
plant but are processed differently.
Black tea is the most processed and
strongest-tasting. White tea is the least
processed and lightest-tasting. Herbal
varieties are known as tisanes, not tea.
This is another topic we will discuss at
greater length in a future column.
Begin to consider tea in the same
way you consider quality linens,
quality toiletries and quality services
for your guests. These things set you
apart from your competition and show
your guests how important they are
to you and how dedicated you are to
making their stay and future stays
incredibly comfortable, exceptional
12:07:23 PM experiences.
If you would like to submit questions, contact Gail directly by email at
info@theteahousetimes.com.
G
Gail Gastelu specializes
c
in informattion management
a
and is currently
w
working within
tthe tea industry to
educate
d
t and
d connect businesses and
consumers through tea. Gail has been
publishing The Tea House Times since
2003. She also produces Tea Course
continuing education, a Tea Bureau
resource directory and other services
to the industry. See gailgastelu.com
or theteahousetimes.com for more
information.
innkeeping now | www.innkeeping.org
562423_American.indd 1
11/29/11 10:55:12 AM
crossword
Across
1
5
8
9
12
13
14
16
18
20
23
Essential factor in the running of
any B&B
Times people are with you
Check out time, often
Important financial aspect to
running a B&B (2 words)
Gentleman
__ and behold
This type of husband may need
his own room!
Managed
Time just before
On the way (2 words)
Location indication
Down
1
2
3
4
5
6
7
10
11
15
17
19
One kind of room offering
Every guest has to have one
Popular
Environmental watchdogs, for
short
Globe atlas, for example
Attraction
Making a sweater
The lady, for short
Open a bottle
No longer working, abbr.
Business people require this
(goes with 26 down)
Celebrity
25
24
28
30
31
Leave
Part of B&B
Corporate bigwig, abbr.
Late afternoon freebie in some
B&Bs (3 words)
33 Complete collection of cutlery,
say
34 Eat dinner
35 Work places
1
2
3
8
4
9
14
A good listener?
Editors, for short
Before
Made a deep impression
Goes with 17 across
Bathroom dryers
Soup containers
Total, the bill (2 words)
Inn promotions
15
16
18
20
21
23
24
28
19
22
25
29
31
32
33
34
7
12
17
20
21
22
25
26
27
28
29
32
6
10
11
13
5
26
27
30
35
CROSSWORD BY MYLES MELLOR
THE LUXURY COLLECTIONS
C R E AT E U N F O R G E T TA B L E M O M E N T S
Since 2008, Innkeeper’s Advantage has kept pace with the
Internet technology needs of busy innkeepers. No other
system can claim so many features and beneÀts. Get an
integrated turnkey technology suite that is reliable, secure
and PCI compliant with real time Web site update. Every
innkeeper enjoys courteous and knowledgeable service and
support. Let us help you become more independent and take
the technology burden off your shoulders.
This collection of pampering body care products is
fragranced with a floral blend of grapefruit, jasmine
and vetiver for everyday use & well-being. The scent,
developed exclusively by world-renowned fragrance
designer Jo Malone in the late 90s, remains a true classic.
— Nourishing botanical extracts
— Biodegradable liquids & soaps
Innkeeper’s Advantage Tool Suite:
• Web Site Content Management • Online Reservation & Guest
Management • Convenient & Affordable Payment Processing
• Marketing & Global Distribution
To get a closer look, call 877-999-3249 or
visit us on the Web at www.innkeepersadvantage.com
563321_Innkeepers.indd 1
— Biodegradable plastic packaging*
us.support@conceptamenities.com
*ISO DIS15985 & ASTM D 5511-02 standard test performance to determine biodegradation of plastic
packaging materials under hi-solids anaerobic – digestion simulating landfill conditions. Independently
conducted and analyzed by Northeast Laboratories Inc, CT.
12/6/11 4:50:06
562846_Concept.indd
PM
1
2 0 1 2 W INT E R
| innkeeping
now
11/29/11 11:54:28 AM
26
Inn Consultants and Brokers Since 1993
We help you reach your personal and financial
goals in the Innkeeping industry.
www.bbteam.com
556106_Sunset.indd 1
12/15/11 4:33:20
556123_TheBB.indd
PM
1
*
b Inc
co YO ookin reas
mm U
g e
iss R w s fro
ion
m
s o ebs
.com
rm
i
on te
thl
Personalized Service with Amazing Results
yf
ee
s
Effective and affordable Online Reservation System
Availability
Online
NO
11/3/11 3:38:52 AM
Confirmed booking or reservation requesting
Choose from our 6 different availability displays
FREE Set Up, account customization & support
Easy to use for you and your guests
Ideal for Bed & Breakfasts, Inns,
Motels & Vacation Rental Properties
Privately owned and operated since 1996
Receive 50% OFF!
First year of Service. Enter
'PAII discount' when joining
innkeeping now | www.innkeeping.org
559461_Availability.indd 1
(888) 487-1456
AvailabilityOnline.com
11/24/11 3:47:50
561416_taylor.indd
AM
1
11/17/11 2:00:09 PM
2012 event calendar
27
JANUARY
CABBI Presents: InnSpire Conference &
Trade Show
Dates: January 22-24
Location: Sacramento, California
Contact: http://innspireconference.com
2012 Innkeeping
Conference &
Trade Show
INNKEEPING
conference&trade show
January 23-26, 2012
Little Rock, AR
Dates: January 23-26
Location:
Little Rock, Arkansas
Contact:
www.innkeepingshow.com
The New England
APRIL
New England
Innkeeping
Conference
& Trade Show
April 30-May2, 2012
Cape Cod, Hyannis, Massachusetts
Dates: April 30-May 2
Location: Cape Cod,
Hyannis, Massachusetts
Contact: www.newenglandinnkeepingshow.com
Hosted by P AII
OCTOBER
Michigan Bed and Breakfast
Innkeeping Conference
Dates: October 29-30
Location: Cadillac, Michigan
Contact: www.laketolake.com/annual_conference.php
www.innkeepingshow.com
Hosted by the Professional Association of Innkeepers International
MARCH
5th Annual Mid Atlantic Innkeepers Trade
Show & Conference
Dates: March 4-6
Location: Colonial Williamsburg, Virginia
Contact: www.midatlanticinnkeepers.com
New York State Hospitality and Tourism
Association Annual Conference
Dates: March 5-6
Location: Albany, New York
Contact: http://nyshta.org
558563_Tom.indd 1
12/6/11 3:27:16 PM
1st Travelers Choice has been serving the travel and
B&B Lodging Industry since 1995.
Virtual Cities· 1st Travelers Choice is a pictorial lodging directory
that features bed and breakfast inns, small hotels, vacation rentals
and dude ranches. Web users can Ànd your property by region, and
other specialties such as pet friendly lodging, wedding sites, family
friendly inns, or recreational indexes. Low annual fee - high quality
presentations.
nomoi quality photography www.jflakes.com
558068_Nomoi.indd 1
www.virtualcities.com
562004_Traveler.indd
1
11/5/11 4:30:58
PM
P.O. Box 133079 Tyler, TX 75713
(903) 561-9300 • (800) 809-7111
ls@virtualcities.com
2 0 1 2 W INT E R
| innkeeping
now
11/30/11 4:31:01 PM
28
member benefit spotlight
d
Did you know that as a Gold or Platinum PAII Member, you get all of the
monthly Lunchtime Learning Webinars for free? This includes the recorded
versions that are in the innkeeper’s store on the website www.innkeeping.org.
If you’re a Silver PAII Member, you get all the webinars at the member
price. If you’re interested in viewing or participating in more than one, you
should contact Isabel Abreu, PAII Membership Coordinator, to upgrade your
membership to get these educational resources for free.
innkeeping
now | www.innkeeping.org
Hosp Ad Innkeeping
magazine.indd 1
12/22/11 4:34:42 AM
by the numbers
29
90
14
8.3
4.6
The percentage of travelers who are planning to take two or more leisure
trips next year. Compiled from the responses from more than 2,700 U.S.
travelers in this year’s annual TripAdvisor survey.
The percentage increase in RevPAR for B&Bs and inns from 2010 to 2009,
reaching a median rate of $57. Taken from the 2011 Industry Study of
Innkeeping Operations & Finance, available on www.innkeeping.org/store.
The percentage INCREASE of travelers planning to stay at B&Bs in
2012 in comparison to 2011. Compiled from the responses from more
than 2,700 U.S. travelers in this year’s annual TripAdvisor survey.
The percentage DECREASE of travelers planning to stay at hotels in
2012 in comparison to 2011. Compiled from the responses from more
than 2,700 U.S. travelers in this year’s annual TripAdvisor survey.
le
itt
nL
s i 405
e u th #
e
s oo
me B
ck
Ro
Co
WWW.HOTELITEMS.COM
Interim I
Innkeepers
k p N
Network
v Towels
v Bed Sheets
v Blankets
v Pillows
v Bathroom Amenities
Visit us at our website or call
1-800-454-6368
providing quality guest
care and service to
B&Bs/Inns coast to coast.
www.interiminnkeepers.net
info@interiminnkeepers.net
559614_A&S.indd 1
First order minimum only $100. Private label
set-up fees waived through the end of January!
of Professional Interim
Innkeepers dedicated to
We can supply you with all
qualities of linens at big
company prices.
Limited Time Offer:
An Association
11/19/11 3:02:06
559886_Interim.indd
AM
1
v
v
v
v
Premium and custom blended loose leaf teas
Natural ingredient scone mixes
Private labeling available
Assistance with setting up a premium loose
leaf tea program
v Very low minimum orders!
Tea and Chi
2044 14th Ave, Pueblo Arcade 10 & 11
Vero Beach, FL 32960
www.teaandchi.com
Toll-Free: 1-866-876-0768
12/1/11 6:02:28
559501_Tea.indd
PM
1
2 0 1 2 W INT
TER
| innkeeping
nkee
now
no
11/22/11 4:50:11 AM
30
ad index
ADVERTISING/MARKETING/PROMOTIONS
Living Social . . . . . . . . . . . . . . . . . . . . . .Inside Front Cover
www.livingsocial.com
AMENITIES
American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4
www.americanhotel.com
Concept Amenities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
www.conceptamenities.com
Essential Amenities Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . 18
www.essentialamenities.com
APPLIANCES/EQUIPMENT
Miele, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
www.mielepressroom.com
APPRAISAL/VALUATION/REAL ESTATE AGENTS
The B&B Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
www.bbteam.com
ARTISTS/PHOTOGRAPHERS
Nomoi Design LLC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
www.jflakes.com
ASSOCIATIONS
Select Registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
www.selectregistry.com
BED & BREAKFAST INTERNET DIRECTORIES
1st Traveler’s Choice. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
www.virtualcities.com
BED BUG PROTECTION
Global Interiors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
www.thebedbugpolice.com
CREDIT CARD SERVICES
NPC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
www.npc.net
Tom Weiskotten Credit Card Processing. . . . . . . . . . 27
www.tom-weiskotten.com
CUSTOM STONEWARE
Sunset Hill Stoneware LLC. . . . . . . . . . . . . . . . . . . . . . . . 26
www.shstoneware.com
CUSTOM STONEWARE MUGS
Deneen Pottery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
www.deneenpottery.com
FOOD & BEVERAGE
Tea and Chi/River Rock . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
www.teaandchi.com
FURNITURE, FIXTURES & EQUIPMENT
HD Supply . . . . . . . . . . . . . . . . . . . . . . . . Inside Back Cover
www.hdsupplysolutions.com
FURNITURE/FURNISHINGS
American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4
www.americanhotel.com
GREEN/SUSTAINABLE PRODUCTS
American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4
www.americanhotel.com
INSURANCE
Markel Corporation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
www.markelcorp.com
INTERIM INNKEEPERS/INNSITTERS
Interim Innkeepers Network. . . . . . . . . . . . . . . . . . . . . . 29
www.interiminnkeepers.net
LINENS, BEDDING & ACCESSORIES
A & S Suppliers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
www.hotelitems.com
American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4
www.americanhotel.com
American Hotel Supplies.com
dba Consumers Interstate Corp.. . . . . . . . . . . . . . . . 24
www.americanhotelsupplies.com
Comphy Co . . . . . . . . . . . . . . . . . . . . . Outside Back Cover
www.comphy.com
Ellery Homestyles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
www.elleryhomestyles.com
Miele, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
www.mielepressroom.com
Taylor Linens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
www.taylorlinens.com
PROPERTY MANAGEMENT SOFTWARE
Availability Online. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
www.availabilityonline.com
REAL ESTATE CONSULTANTS
TMG-Virginia Inn Brokers . . . . . . . . . . . . . . . . . . . . . . . . . .7
www.virginiainnbroker.com
TRAVEL SITES
TripAdvisor . . . . . . . . . . . . . . . . . . . . . . . Inside Back Cover
www.tripadvisor.com
WEB SERVICES
Availability Online. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
www.availabilityonline.com
BedandBreakfast.com . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
www.bedandbreakfast.com
Innkeepers Advantage . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
www.innkeepersadvantage.com
RezStream. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
www.rezstream.com
crossword
solution to page 25
S E R V I C E
I
O
N
P
C A
N O O N
M
U
G
L O
S N O R
E
I
C
E
E N R O U T
A T
R
B R E A K F A
R
D
O
W I N E A N D
E
D
U
L
S U P
S E T
Come visit our Booth at the Innkeeping Show in Little Rock!
innkeeping 1now | www.innkeeping.org
556456_Global.indd
10/13/11 11:01:14 PM
S T A Y S
P
L
E
S H F L O W
H E
U
I
E R
R A N
E V E
G
E
I
P
D E P A R T
C E O
S T
C
C
W
C H E E S E
E
S
L
D E S K S
*/530%6$&:0634&-'
5007&3.*--*0/
53"7&-&34*&7&3:%":
Reach travelers on the world’s largest travel
site more effectively than ever before with
a TripAdvisor Business Listing.
t %JSFDU#PPLJOHTreduce OTA
commissions with direct contact details
t 4QFDJBM0GGFST increase your exposure on
high-traffic search pages
t 1SPGFTTJPOBM4MJEFTIPX spotlight your
property’s best features
4PVSDFDPN4DPSF.FEJB.FUSJY8PSMEXJEF"VHVTU
UPMMGSFF
.POEBZ'SJEBZBNQN&45
www.tripadvisor.com/BusinessListings
562351_Trip.indd 1
09/12/11 10:32 AM
HD Supply’s Winter Savings
Make sure your property is safe and accessible!
As winter approaches and the seasons change again, your property may be in very dry areas and
run the risk of fire or you may be gearing up for wet and snowy weather. Either way, HD Supply
has you covered!
As a good rule of thumb, you should check/replace your smoke detectors, batteries and fire
extinguishers regularly. Safety of your property and your guests is always top priority.
For pricing, please contact BryLynn Todd at brylynn.todd@hdsupply.com to make sure you have
an account with HD Supply and it is set up under PAll!
556164_HDSupply.indd 1
12/2/11 5:17:58 PM
Big things are
happening at Comphy!
Come see the newest colors and
patterns we’re adding to our industry
leading products!
“LOVE THE SERVICE! I just wanted to say that
every time I have called to order sheets and or
blankets from you your staff has been Great! They
are so helpful and very kind. Our guests love the
sheets and blankets as I have sold a lot in the retail
gift shop and have also drop shipped directly to
them.”
~ Debra, Inn at Cedar Falls
The absolute best in microfiber sheets!
Stop by the Comphy booth at
the PAII Innkeeping Conference and Trade show—booth 119 & 218,
the PAII New England Innkeeping Conference and
the PAII Southeast Innkeeping Conference to see Ashley & Linda!
~ Changing the world, one bed at a time ~
www.comphy.com Tel: 323-225-8234
7034 Portal Way #110 Ferndale, WA 98248
ashley@comphy.com
Get online today with our complete online booking system
Hotels • Motels • Inns • Bed & Breakfast • Vacation Rentals • Boutique Hotels
Now is the best time
to upgrade your
Booking system
WebReserv is a cloud-based booking system. It's easy to set up and easy to use. With WebReserv your booking system is
open 24/7 and can be accessed from your office, your home or on the road. All you need is an Internet connection.
WebReserv also works on your iPad, iPhone, Android and all other smartphones and tablets.
It’s easy to use
Our booking calendar can easily be customized to blend into your website. It is
always synchronized with your administration system, so there is no risk of doublebookings. You can also add the booking calendar to your Facebook page,
wordpress blog or any other website.
Everything at your fingertips
Manage reservations, customers and payments all with a click of the mouse. Adjust
availability. Settle guest balances. Download reports. Our online management
system has all the features that you need to run your business.
Much more than just reservations
Today’s businesses and customers need more than just reservations. That’s why we
made it possible to sell additional services and gift cards directly from the booking
system. For promotions you can create discount codes and you can even use it to
accept Groupon and Living Social codes.
You save money
Unlike most other Internet booking systems, we don’t charge commissions when
customers book on your website - just a low, monthly service fee starting at $19.95
per month.
Visit us online at www.webreserv.com/start or call 1-800-693-5131
Get online today with our complete online booking system
Ranches • Lodges • Campgrounds • Hostels • Marinas • Property Managers
WebReserv Booking System Highlights
Online Management System
ƒ Master calendar shows availability and utilization
ƒ View, add and edit reservations
ƒ Manage customers with customer database
ƒ Setup products/services & rates
ƒ Create discount codes
ƒ View daily activity reports and monthly reports
ƒ Charge credit cards and view customer balances
Booking Calendar
ƒ View products/services and availability
ƒ Search by dates or product/service
ƒ Takes customer through entire booking process
ƒ Always up-to-date with your online management system so no
double-booking occurs
ƒ Can easily be added to your website or facebook page
ƒ Automatically emails you and your customer when a new
reservation has been made
WebReserv Business Listing
ƒ Your business gets listed on our portal for free
ƒ Includes business description, pictures, map, directions and
reviews
ƒ Allows customer to complete entire booking process
ƒ Always up-to-date with your online management system and
booking calendar so no double-booking occurs
ƒ Automatically emails you and your customer when a new
reservation has been made
WebReserv Mobile App 2012
ƒ Get your business gets listed on our new iPhone and Android
app
ƒ Includes business description, pictures, map, directions and
reviews
ƒ Allows customer to complete entire booking process
ƒ Always up-to-date with your online management system - just
like the booking calendar
Visit us online at www.webreserv.com/start or call 1-800-693-5131