December 8, 2010

How can I not tell you about the icicle-castles that erupt spontaneously on the path on which I daily stride through the woods! I know, I know that it was the rain that froze in the ground and heaved these incredible spikes of ice upward. The force must be intense because some of these magic configurations have rocks upon their pinnacles! Here in Vermont, where we live, we have no snow as yet. I can see far away mountain tops and Chocolat my Buddy runs wildly after smells hither and yon! The air is biting cold and the wind blows hard as there are no more leaves on the trees.

That is why we celebrate and make our environment festive and inviting; Inns especially are the gathering places for many different folks; our Inns  are almost home, almost like being with our family. That is why it means so much that we decorate our Inns, serve holiday foods, and have the fires crackling in the hearth. Does it matter if you celebrate with the Menorah, or a Christmas tree lighting the common rooms, or what songs are being played on the CD’s, as long as you welcome each guest with the spirit of giving in your heart, have a warm welcoming smile as they enter, and offer luxurious beds to sleep in!  I am sure that you have real balsam boughs on the mantels in your dining rooms, the smell is divine (I know that you need to replace them a few times during the holidays) and a touch of quality in your decorating efforts.

Diversity, and respect for our personal differences…aren’t you always appreciative of that? Isn’t our main goal to create the most wonderful experience for your guest? I hope that your fires are burning, cinnamon and spice are all around; that old Santa collection dusted off is greeting everyone, and your Inn is ready and sparkling in anticipation of a great holiday season!  Happy Holidays!  Heide

I am seldom at a loss for words.  However, it seems whenever I approach this screen to write a blog, I get key-tied.  The words do not flow easily.  I think the main reason is that I want to be witty, engaging, and disgustingly erudite … Here I am at a loss for words again.

Well, I’ve been advised not to be smug, not to try too hard, and not to sell, so let me throw out a thought.  I often marvel at people who seem to make the most important decisions in their lives while using the least amount of available information.

Most of you reading this have some connection with Inns and Bed & Breakfasts.  You are probably aware of many folks who have built, started, or purchased Inns or B&B’s without any utilization of the books, seminar courses or consultants readily available to them.  They think they can check out Inns for sale on the myriad sites that list them,  find a Bed & Breakfast that looks nice, buy it and live happily ever after.

Size matters.  Location really matters.  Many other factors impact the success of any business venture, but many good people make uninformed decisions.  The result is painful.

This is a plea for anyone contemplating a major decision to utilize the information available to make informed, and therefore successful, decisions.

Happy Holidays!

Bill

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October 29, 2010

The colors in the woods are of every shade of yellow but my favorite is the majestic oak tree. Their rust colored leaves cling to their outstretched branches and with the wind blowing hard, the leaves rustle as they fall and crush under each footstep I take. Most of the other trees are bare and stand naked in the woods, except the dark green pines. It is special Morning to be among these giants, it’s so quiet and peaceful out here. My steps progress, over roots, up hills on a path that I have forged with my sneakers, boots or snowshoes these last 23 years and with my 4 year old Weimaraner prancing at my side.

A change of season is upon us here in Vermont and most of the Innkeepers (I’m sure) are grateful to see foliage has come to an end; and the leaf-peepers have departed for this year. (A ”strange” collections are those leaf-peepers each year, don’t you agree?) I wander back to the days when I was an Inn-keeper, how did I survive?  Those were difficult days, early Morning Coffee and Muffins and late chats at the Bar! But really, I met some great unique people: art-lovers, bicycle enthusiasts, hikers, many of the guests shared my own interests. And what about the dog lovers who stayed in our most expensive accommodations; they bathed their dogs in our double headed shower, and our staff thinking the dogs had peed on our oriental rugs? What I loved most were those hugs when they left, knowing they had had a great time at our Inn.

That makes me wonder; what do you do when you need a break? Do you plan your day to allow you some private time? Do you ever take a deep breath and hear a grateful guest share their appreciation over their stay?

You have done so much to make their stay memorable…now make your own life a life of choice! We chose our partner, career path and you and I have to choose daily the quality by which we live out our day!

Don’t fret over a guests late check-out…late appearance at the breakfast table, creatively embrace your own uniqueness and find an expression for what you value…those early Morning walks in the woods make me rise at 5:30 A.M. and give me a private 30 minutes that is my daily gift. Stay well, Heide

When don’t I love walking in the woods? Each time as the early rays of sun trail through the thick forest array I say “This is the best morning yet!”

I cherish these morning walks with my Weimaraner, Chocolat and naturally, I have thoughts and more thoughts, that surface and sometimes I feel like sharing them.

You all know that Bill and I have loved this industry, because of all of you! Your enthusiasm, your integrity, your gracious friendships all these 30 years, has made our lives meaningful and we are grateful to be part of your lives. But we are aware too, that this is a very competitive business!   Let’s not forget your attention to details…well that is this industry’s and your bottom line.

When I reflect on who in this industry has kept us on course, brought vital information to our attention, insurance issues, computer expertise, the latest info from washing machines to steam showers, to linens and bedbugs! Thank PAII!  From Mary Davies, JoAnn and Pat, to Jay Karen, they have fought for our visibility, and our individuality, for standards and regulations along side the Big Guys.

PAII is having its New England’s annual conference in Nashua, N. H. at the Radisson Hotel November 15-17. From the small one room property to the full viable Inn businesses, each of you can’t afford not to be on the cutting edge, not to grab all that information that is readily available and perfectly digestible for your consumption!  PAII works hard to make it worth your while to attend!

Our guests are once again re-defining themselves. (Are they not always?)  Cutesy is out; Victorian décor tired and dusty (Even when it’s not!),  and having the best designed website, easy reservation access, is a must! Can you afford not to rub elbows with the best vendors this industry has to offer? I promise you that you will walk away with knowledge that will enhance your bottom line.

Once again, I will join you in spirit, and I am very sorry not to join in the fun; I promise this is our last year not to be there!  Heide

I try to keep my perceptions open to concepts that, developed in another context, apply to my primary interest in Inns and Bed and Breakfasts. Such as the case when reading a “Talk of the Town” piece in the September 6, 2010, issue of The New Yorker magazine. “Are You Being Served?” The writer, James Surowiecki makes the following observation:

In a recent survey of 300 companies…eighty percent described themselves as delivering ‘superior’ service, but consumers put that figure at just eight percent…

“The real problem may be that companies have a roving eye: they’re always more interested in the customers they don’t have…with the result that a company’s current customers are often the ones who experience its worst service. Economically, this makes little sense; it’s more expensive to acquire a new customer than to hold on to an old one, and, these days, annoyed customers are quick to take their business elsewhere. But, because most companies are set up to focus on the first sale rather than on all the ones that might follow, they end up devoting all their energies to courting us, promising wonderful products and excellent service. Then, once they’ve got us, their attention wanders…”

Innkeepers often spend important time, energy, and money on web sites, search engine optimization, and other internet marketing. While this is of course important, it is more important to serve your guests lavishly while they are guests and constantly communicate with them after their stay. If you treat your guest extravagantly, you may not need to spend so much to acquire new ones!

August 27, 2010

The summer is winding down; when I make the” Essence of Summer” (boil those ripe tomatoes with the herbs in our garden, add onions, scallions, a clove of garlic, cook ½ hour and put through food-strainer-mill and freeze in small containers, and use it in stews, tomato soup etc. in the deep of Winter) I begin to register that Fall is just around the corner! Did I have a great summer? Why yes.

I think of the New England PAII conference coming up in November 15-18 in Manchester N.H. and the question comes to mind:  what is relevant to our industry today? How do we keep at the edge of voiced concerns, exciting pertinent information, and what do we present to our guests? What is exciting and innovative for those double income critters who pay highly for our rooms? How do we entertain them, how do we present our area to them: that bucolic, rural setting that lured them in the first place; the reason why they showed up on our doors?

Why not name the egg-man on the breakfast menu, who delivered your fresh eggs in his run- down- truck or those apples from the widowed farmers’ Farm, on your the dessert menu, “Apple-Tart” made from Nancy Miller ‘s Orchard. Or those mushrooms you picked under the tutelage of some local wise woman, and served as a first course: “Toast- tips with Local grown Mushrooms” for no less then $8.00 a plate!  I have seen this to be a great hit!

I know all of this is work; lots of reaching out and making contacts; but all these efforts give you that place where you belong and being part of that community, gaining the locals’ respect and their support. That is when they bring you their fresh caught Trout, (or take your guests Trout fishing), those mushrooms or their home grown veggies! And all that time the guests get an appreciation for the total experience while they are there! You don’t think that your guests notice this, some might not, but most guests do, and they appreciate the good will you have created in the community, the ease with which town folks talk with them. Your support of the local arts, as well as the food that you are serving, and that good will you have developed, makes all the difference.

Yes, being aware, respecting and maintaining an Eco-friendly environment; that is the gift we give to those that are our guests…and along with all the other luxury amenities…towels and linens and your gracious service, great dinners and wine from the Spectators list; that will keep your rooms filled with grateful city folks and their cousins! Plenty of new stimulating ideas are presented at that PAII Regional meeting in New Hampshire. Don’t forget to save that date! November 15-18, and join the other Inn-keepers to think local and save our planet and our rolling fields. November ….that means just around the corner.  Heide

August 6, 2010

We all know when your gardens are in full bloom, the weeds are prolific and rapidly taking over, it’s summer! Our Inn-beds are filled with city weary souls that love our location! Love that rural ambiance, that natural environment that we culture and protect for them; that they can bicycle or walk on those idyllic paths or back-roads, climb up Mountain tops and see the cows, goats, llamas and chickens scurry in their natural habitat.

So, how is your summer going? Are you getting worn down? Do you find in all this ample setting, smelling those spectacular blooms, time for a nap, or bicycle ride, or hike? What do you do to take care of yourself? The beds will always be there to be freshly made up and the rooms always need tiding!

Don’t you just love those freshly picked strawberries, raspberries, blueberries and let’s not forget those fresh peaches: divine with a bit of maple syrup and whipped cream. Do you indulge? Just once in a while? I know the work these fresh products take: fresh berries always need selecting before being served at breakfast time, peaches skinned and cut, it really takes time to present local fresh produce and keep town meetings focused to protect the farmers and their pricing for beef, milk and eggs. But isn’t that the reason why your guest chose your Inn?

It’s so great to tell your guests of all the special places; like where the Art Galleries are, or the artists’ studios and places to linger over lunch while watching the brook bubbling by, or, about those woods near you, that winding path to the waterfalls? Who protects them but you and your fellow town members! You get the funding to get these places restored and maintained …you and your town council hold meetings!

So what am I saying here, that you have too much to do… but Inn-keeping is only satisfying if all of this is important to you; that you love yourself enough to balance it all, and still find each day time for appreciating where you live and the beauty that surrounds you.

Are you having a great summer? I am trying…I bicycle sometimes, swim often and once in awhile I really like to win at tennis. We can’t generously give of ourselves, smile genuinely at the guests and not feel fed ourselves… generosity and quality is our business, and that starts with us!  Have a great rest of the summer and remember ask each day : what fun did I have today? Heide

June 11, 2010

Why stay at Inns? I can’t believe when I stay at an Inn that I have never been to before, that there is yet one more way, that the Inn-keepers can be different, and running their Inn uniquely from any other place that I have been. Yes, it is partly the setting, it is always the charm and taste, that individual décor, the authenticity of the art work, the beautifully appointed public areas, an oriental rug, a painting, that just makes me breathe easy. I feel a sense of being in the right place, I feel my choice was more then I could have expected by visiting here; I feel at ease and I just can relax!

So where is this latest haven that we stumbled upon? Try the Guest House at Lost River.  It is in West Virginia among mountain tops. From my window I see well situated homes off in the distance on more mountain tops, its quiet here and the owners who built many of the fancy homes in the area, also created this rambling Inn. From our room we looked down on many rooftops and turrets, and there are decks for every accommodation and a pool to cool yourself among it all!

You can hike up roads, right off the property, bicycle and work out at the spa. Exercise and exhaust yourself and then opt for a massage… or sit in the hot tub. It is all so smoothly luxuriously easy. As the sun sets, twilight descends, fog lies on the mountain tops and the light of the homes twinkle like stars in the night. If you didn’t find a good book, or didn’t bring one either, it is really okay to absorb the serenity of this place. You might find a place to sit on a deck of the common room, might consider a cocktail, and sit by the beautifully crafted bar, and linger there until it is time to dine.

The Inn-keepers are relaxed, gracious and reserved and are always present to attend to your needs. The staff is cheerful and quietly going about doing their business: want to go away? Stay in well appointed rooms, get spoiled?  Well why not research their website: www.guesthouseatlostriver.com and speak with either Bob or David, the owners. I know that you will have a great stay there, and what amazing beauty lingers in those hills! Let’s go, see you there! Heide

For 30 years we have worked to promote hospitality throughout the USA; and we owned the 3 Mountain Inn for about 5 years, in Jamaica, Vermont. Our business is to promote viable Inn and B&B businesses, to teach in our seminars the financial and personal qualifications to be successful Inn-keepers. We give workshops at National Meetings, for such organizations as PAII and Select Registry and we have been asked by many State organizations to be presenters.

Last month we were awarded the National Merit Award for Outstanding Contributions to the hospitality Industry in Austin Texas; the last time I spoke at a Vermont Hospitality Meeting was over 20 years ago!

At our Inn the Motto was: “We give you Vermont” We supported the “fresh network”, served local eggs, meats and fresh fish. Quality in décor, service and amenities was our goal at the Inn and is in our seminars that we offer throughout the U.S. Why as a State should you support Hospitality, because it brings lots of different folks, and they spend lots of money in our communities adding to the health of our economy! Rooms and Meals taxes and sales tax revenues are an important component of state revenue.  What we need now more then ever is a strong and active Tourism Promotion Task force! Are you aware that these guests are supportive of our local Artists, Musical Performances, Farmers Markets, support the Apple/ Fruit growers and keep our rural fields open and productive? The State needs to promote the hiking/biking trails, Maple –Sugaring times, our National Forests, Parks and our local Museums: give locations, times, maps and when best to visit etc.

We need to unite and make our talents and ample activities known… not by one Inn or B&B , but as a town, as a State and get the revenues that hospitality earns reinvested in our Farmers , keeping their fields open, keep our State rural and beautiful!

It is an embarrassment to see lunch tables set by States at our National Conventions, and Vermont attendees sit with either:  New Hampshire, Maine, or Massachusetts tables on which the topic is to discuss their State Association. What is wrong with that picture?

Today the strongest support for the hospitality is a Marketing Program that encompasses all Hospitality properties and a strong State support for standards and quality for all hospitality ownerships. Let’s be wise, and be Ambassadors to our communities and bring many new guests to our State by increasing their awareness of what we have to offer. Let us create the most productive State Association and embrace this little motto: “We give you Vermont! “