Innkeeping

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Great PR for B&Bs in Washington

2009-04-30T09:32:00.001-04:00

Congrats to the Washington B&B Guild for getting some nice exposure in the Snohomish County Business Journal. Would love to see more of this around the continent.

Jay

Customer Friendly or Innkeeper Friendly?

2009-04-11T08:01:00.005-04:00

I apologize for the blury photo. The lighting in "Juanita Greenberg's" in Charleston, South Carolina, wasn't conducive for taking photos with my BlackBerry. Nevertheless, I wanted to capture this image.

The bottom of the menu says, "No separate checks for parties of 6 or more." What struck me as unfortunate about that policy is that the time when separate checks are needed MOST is when there is a large group of people. Because it's challenging for most wait staff to divide a check among several different parties, especially when no one raises their hand to offer to pay for the common appetizers, a no-separate-checks policy prevents the hassle. It's a policy that is not customer friendly, but rather waiter-friendly. That's backwards, in my opinion.

The policy should say, "For parties of 6 or more, please let your waiter know in advance if you want separate checks at the table." Even if the patrons don't let the waiter know about their wish for separate checks, the waiter should do it anyway. Most people have more plastic than cash in their wallets. It's not as hard as it used to be to divide a bill among many parties.

And how does this relate to innkeeping? One thing I have certainly learned about innkeeping is how hard it is. Because it can be so hard - mostly due to have a small or no staff and attempting to be everything to the guests - innkeepers often set ground rules. These ground rules are usually stated on the policies page of your web site and/or in the confirmation email sent to guests. And these ground rules often keep you from losing your sanity.

Nevertheless, I encourage innkeepers to take a fresh look at your policies, rules, procedures, etc. and determine which are more innkeeper-friendly than guest-friendly. I know that you don't want to be a doormat to your guests, but take a look at things from the guest perspective and see if there's any room for change. No changes might be necessary, but you could do your customers a favor by thinking critically about them from time to time. Ask a friend who is NOT an innkeeper to take a look and offer feedback. Gaining a fresh perspective can help your business stay fresh and appealing.

Creating Memories

2009-04-09T20:01:00.002-04:00

At the risk of having this column sound like a promo for our Innkeeping Conference & Trade Show, I want to list for you some great memories I personally have now that the Atlanta show is over. I’ll explain the importance of this list at the end of the column.

1. Having a fantastic time at dinner with some innkeepers from Texas, all of us highly anticipating a fantastic Innkeeping Show in Austin next March. The Texas B&B Association is helping us with the event, and we’re sure to have some wonderful experiences in store for everyone. Thanks Carol et al for your support.
2. Seeing a gorilla walk through the ballroom during our “State of the Industry” general session. It’s one of those things where you had to be there to understand. If you were not there, and you’re curious, drop me an email and I’ll tell you about it. I must have been laughing (on stage during a professional forum) for five minutes after the prank.
3. Having a late-night beer with Tim and Amy Brady, innkeepers extraordinaire from Brattleboro, Vermont, and coming up with some fantastic ideas for PAII.
4. Each evening seeing the Tweets posted on the live Twitter feed at www.innkeepingblog.com. I was pleasantly surprised with the number of conference attendees who were sharing their experiences via Twitter.
5. During the opening key note, listening to an innkeeper tell her story about when she damaged her giant RV in front of one of the Disney hotels in Orlando, which caused the holding tank to spill all over the front entrance…and how wonderfully the Disney staff handled her crisis. The story was priceless and the timing was perfect.
6. Seeing Lynnette Scofield from the William Henry Miller Inn in Ithaca, New York, throw her leg up on the stage during her spin around the dance floor during the Great Innkeeper Idea Fair. Seeing our members dance with professional ballroom dancers was so much fun!

What we hope to accomplish with running a large conference like the Innkeeping Conference & Trade Show is to create memories for those who come. What memories are you helping to create with your guests? I stayed at a handful of B&Bs with my wife before I took the job at PAII, and there is a range of memories that remain with me. Without naming the names of the inns (in some cases I really can’t remember), I’ll mention what I can recall. I don’t know why exactly these are the primary memories, but they are:

· Rock Hill, SC – the innkeeper had a wonderful Southern accent and AMAZING biscuits at breakfast (which she pronounced charmingly as “bre-fiss”)
· Carmel, CA – very clean place and tasty breakfast
· St. Augustine, FL – difficult to navigate around the property with our luggage at night when we arrived
· Long Island – the room felt run down, as though it had not been updated or freshened-up in 20+ years
· Farmville, VA – engaging innkeeper and great suggestions for a jogging route

So I ask you, the innkeeper, vendor or whoever you may be – what memories are you creating? Do you know? Online reviews are one thing, but lasting memories are another.

I had a fantastic time in Atlanta seeing familiar faces and making new friends in this industry. Thanks to everyone who came.

More Blogging from 2009 Innkeeping Show

2009-04-07T14:26:00.003-04:00

Ms. Terry Adams
Boxcar Willie Inn
Branson, MO

Now that we're halfway through the last day of the 2009 Innkeeping Show And Conference here in Atlanta, I---as a first-time attendee---am stealing a few moments away from all the activities to log a few observations:
1. You don't have to eat all the desserts. Of which there are lots and lots to sample. PAII and its sponsors treat you well, but it's up to you---if you can---to exercise self-control when it comes to the many dessert breaks between workshops, on the marketplace floor, and at Wednesday night's fabulous Dixieland Dessert Party.
2. The Lenox Mall in Buckhead, Atlanta's Beverly Hills, is not the place to hunt for bargains. OK, so maybe I shouldn't be admitting that Pam Hatch, our inn's General Manager, and I snuck away from the show to shop. But it was only for two hours---honest! And how could we not sample a teensy bit of our host city's delights. We took the MARTA train from the Hyatt, where the show is located, right to the mall. Quick and easy. The mall is huge, gorgeous and home to every high end apparel purveyor in the nation. None of which seem to be feeling the economic crunch, at least if you look at their price tags. But, it's fun to window-shop.
3. Innkeepers are great dancers. As evidenced by last night's amazing Great Innkeeper Idea Fair, which was modeled on Dancing with the Stars. Innkeepers who submitted ideas to share with the audience first had to dance a tango or rumba with a professional ballroom dancer and were then judged on both their dance flair and their ideas. Loads of fun. Brave innkeepers. And really terrific ideas to take home.
4. PAII is a wonderful community. There's a nice camaraderie here and it's so much fun to share questions, answers and ideas with innkeepers from all over the country as well as with industry leaders. Although I've never been to a PAII event before, I have been to two other trade shows already this year. Because they combine lodging association members with lodging buyers, the pressure is always on to network with an eye toward gaining future business. They're also fun and informative, but you don't feel you can relax and learn at the same time like you can here at PAII.
5. There's LOTS to learn. I've taken pages and pages of notes, all liberally strewed with stars, exclamation marks and underlines. Can't wait to get home and put them all into action.
6. Sharing is fun. It's so rewarding to discuss issues or concerns newbies in the industry and see the look of anxiety on their faces replaced with one of understanding. And to know that someone else is there to do the same for me. ___________________________________________________

Kristie Rosset
Lookout Point Lakeside Inn
Hot Springs, AR

It's been my pleasure to serve as a Buddy for the PAII conference, checking in with a couple of newbie innkeepers or folks attending the PAII conference for the first time. The trade show has been a buzz of excitement and conversation, not to mention darn good desserts. (Today, the afternoon break included huge canisters of grande malted milk balls, popcorn, sweet & sour balls, and gummy worms--how fun!). How fun to watch the expressions of first timers as they explore the vendors, mingle with innkeepers, and absorb all of the terrific information. One of my new friends is Gary, from Auburn, Alabama. After two days of sessions and workshops, he was FIRED up! When asked what were the two best things about the conference so far, he thought first, and then replied "learning how to better package the inn & weddings, and just being around all these wonderful innkeepers who truly understand our lives!" Gary was grinning from ear to ear. Tonight at the Great Idea Innkeeper Fair, with Dancing With the Stars Judge Impersonators, each innkeeper danced with a professional dancer to the rumba or samba. Wow! Do some innkeepers have two left feet (or maybe just too many knee or hip replacements.) But you should have seen Lynnette from Ithaca show a bit of leg, trying to improve the judge’s scores! The crowd was hysterical! Jan's idea for the sample itinerary won the most votes. Congratulations for ALL the great ideas! My brain is tired and overloaded, I've eaten too many great desserts, my face hurts from laughing so much, and I'm energized and excited about innkeeping. Can't wait until tomorrow--learning more and enjoying the satisfying company of terrific innkeepers. If you weren't able to attend--put it on your calendar and in your budget for 2010 in Austin!
___________________________________________________

Sarah Wilcox
Mountain Laurel Inn
Mentone, AL

“April Fool’s Day at the PAII Conference”

Another wonderful day in Atlanta at the PAII conference. Although the weather wasn't inviting outside until later, the day inside was bright with ideas and information. The day started off with a panel discussion titled Mastering Online Reviews and Reputation management. It was the hot topic referred to all day so it is definitely a session to receive a copy of if you missed the wisdom today. The Super Session I attended was Customers For Life by Dr. Gloria Wright who is a southerner who knows how to entertain and to inform. Following this session, I had signed up for a one on one appointment with Acorn Internet Services. Several of the vendors offered this service this year. It was great to have uninterrupted time with a professional that I could discuss any aspect of my website/marketing needs. As always, the vendors were very helpful and informative. After my time with Acorn, I headed down to the Trade Show to make some purchases with some vendors that I had been contemplating overnight. It is time to replenish my gift shop with giftware from several of the vendors such as DNJ specialties and Demean Pottery. Let's all remember to support our PAII vendors. I also just chatted with vendors that I use but don't necessarily need any items from at this time such as Burco and James Wolf. It was also a good day to run into some innkeepers that I had met in the past from Tennessee and one from Alabama that is new to the business. Of course, the desserts and afternoon snacks helped me to see these people. I even had the chance to speak to PAII's chief: Jay Karen while I was picking up my commemorative Deneen Mug. As always, PAII conferences give me so many ideas to consider. The afternoon sessions: Increase business during the slow season and the next level of Marketing gave me lots of homework as I try out new ideas and tweak the old ones. Both sessions allowed innkeepers to offer their ideas too which was very beneficial. If you are not here in Atlanta, don't be a fool and order the tapes. Need to go rest my brain and my feet before the gala tonight!

Day 3 at the 2009 Innkeeping Show - Two Vendor Perspectives

2009-04-01T22:05:00.002-04:00

Mary White
BnBFinder.com
New York, NY

We’ve been to nearly every PAII conference in the past 11 years and this is one of the best, the most needed, or both! As a vendor we’re enjoying meeting or reconnecting with so many innkeepers as well as the other vendors committed to this industry. The camaraderie and enthusiasm are infectious and just what we all really need in these uncertain economic times. For the innkeepers who are not here, you are missed; however, I recommend you contact PAII and consider ordering tapes of the sessions because the feedback from innkeepers is fantastic.

_______________________________________

David Lifson
waffl.com
Brooklyn, NY

Hi everyone! This is Dave from waffl.com. We just launched our new website for innkeepers yesterday at the Innkeeping Show. (Really - we turned the website on at 11am yesterday, it was a great first day.) I just wanted to say how great it's been getting to meet so many innkeepers in person, and to finally be able to introduce ourselves here on the PAII forums. 40 innkeepers signed up with us yesterday (about 10 an hour) because, hey, who doesn't love free stuff? (Really, it's free, we don't make any money. We will one day - by offering upgrades to your account - but the website you build and list on waffl.com is yours for free, forever. )

Also, a big thank you to Marlene from PAII, who has been AWESOME. Everything is going so smoothly.

Finally, I saw some posts about Twitter - we're @waffl on Twitter (http://twitter.com/waffl). If you need some help signing up or have some questions, we'd be happy to send you an invitation and chat with you about it. You can email me at dave@waffl.com.

So long for now... if you want to follow along, check out our twitter or our blog - http://blog.waffl.com.

Day 2 at the 2009 Innkeeping Show - Newbie Innkeeper Geek Perspective

2009-04-01T22:01:00.002-04:00

Tim Brady
Forty Putney Road Bed and Breakfast
Brattleboro, VT

Amy and I took the trek to our second PAII conference this year. We arrived yesterday evening and luckily caught one of Jay Karens "tweets" about taking the MARTA which saved us $36... When we got off the train it was all uphill (literally) when at the top we found a Chick-fil-a (none of those in VT and the sweet tea rocks!).

Checked in and got all signed in and set up with the folks from PAII (friendly as always). Nice hotel, well appointed contemporary room, with a reasonable $6 bottle of water perched next to the 36 inch LCD... (actually the furnishings and tech appointments are really nicely done here, but its pricey...the internet access I am using is costing me $15 per day...so score 2 for our small inns! I won't even mention the $19 bagel with lox on the room service menu!)

The keynote speaker (Dennis Snow) brought us back to Disney with a funny and informative session on dealing with difficult guests. Peppered with humorous life experiences from his times working in the Disney trenches, his message was a perfect mix of inspiration and practicality.

After the keynote we went our separate ways (I am the geek - Amy is the cook) and I headed to the Super Session on getting inside the heads of our guests with Peter Yesawich. The session set a good tone for the conference, taking a look at the economy and its impact on our industry, introducing some new concepts and sharing some good forecast data for the coming year.

Plus there was this gorilla....

Next we perused the trade show floor, planning our purchases for the year while enjoying some snacks and some more sweet tea (a nice touch).

The first afternoon session was one I presented for, Automating your inn, which I thought went well - but I suppose the feedback forms will tell all... hopefully those $5 bills i passed out helped...

The last session of the day I attended was Marti Maynes PR For Masters. I attended this last year as well and gained more from each experience. Marti really knows her stuff and I really think that a 3 hour session with her would only double the amount I took away. Luckily she offered a copy of the presentation so I can read it more closely - it was filled with great links and information on creative marketing and dealing with the press. So come on media - I'm ready for ya!

Finally we wrapped the day up back on the trade show floor for another quick once over, some shopping and more snacks (really, nice touch).

Tonight we had the great pleasure of meeting up with some guests who stayed at our inn in Vermont last year. They saw on our blog that we were headed to their turf (Atlanta) and invited us out. There really is nothing more rewarding about this profession than a moment like that. Complete strangers turned friends in a matter of days. The perfect wrap to a great first day at the 2009 PAII conference in Atlanta...

Day 1 at the 2009 Innkeeping Show - Allied Association Leadership Meeting

2009-04-01T21:53:00.004-04:00

I've asked some folks at the INnkeeping Show here in Atlanta to "guest blog" about their experiences. These are being cross-posted to the PAII member forum.

Heather Tyreman
Bronze Antler B&B
Joseph, OR

Greetings from Atlanta and the 2009 PAII Conference! Today's pre-conference activity included the Association Leaders Meeting. Twenty-five innkeeper-leaders from across the United States and Canada assembled for a full day of idea gathering, presentations and collective thinking. Of course, a tasty salmon filet lunch didn't hurt either. Roll the tape! (The session was recorded.)

The meeting started off with a local presentation by Janet Cochran, the Northwest Georgia Historic High Country Regional Tourism Representative for the Georgia Department of Economic Development (GA's home for state level tourism). GA divides its state into 9 marketing regions with a representative for each. Janet gave us an overview what the state office does to promote travel in the state. One particularly notable fact--any lodging entity in Georgia can be listed on the state's website at no charge!

Jeff Logan from InsideOut Solutions continued the morning with a detailed presentation, "Effective Internet Marketing Tactics for B&B Association Websites." Very interesting and definitely useful. Jeff touched on the importance of incorporating blogging, Google maps and photos into bed and breakfast association websites. He encouraged associations to post specials and events to provide more fresh content. Using free products such as Google docs and Google analytics are also good ideas. Jeff provided some interesting, limited statistics about association websites.

On an annual basis:
74,000 visitors per year (202 per day)
normal visit length is 5:15 minutes
55% of site visitors originate from within the site's home state

Lastly, Jeff spoke extensively about effective search engine optimization (SEO) and marketing tactics for associations. He wrapped up with things to watch for when launching a new site and pitfalls to avoid. All in all, a thorough presentation from an industry professional.

Stop the tape! (Everything from here on is committed to memory.)

The afternoon was an off-the-record, animated, interactive session led by Jay Karen, PAII's CEO. Jay started off by noting that there's a Twitter feed live on his blog to capture conference tweets.

Of course, I can't reveal everything that came from this session, but can reveal a few details:
- PAII mails out over 16,000 copies of the Innkeeping Quarterly magazine to both members and nonmembers. What a great source of information!
- PAII staff members are available to speak on a variety of subjects. They're a good resource if you're planning a local conference.
- The industry study of finance and operations is soon to wrap up. If you haven't sent in your data, please do so soon. More data makes for more robust study results.
- Key Connections, PAII's new newsletter targeting communication between PAII and state associations and other allied leadership groups, is on the street.

Lastly, we were given a sneak preview of PAII's new website and asked for constructive criticism. You know a room full of innkeepers, especially leaders, aren't short on opinions!

All in all, it was a very successful, eye-opening day. It was enjoyable meeting so many innkeeper leaders and talking about what's happening in their states and provinces. Geez, it's worth taking a spin on your bed and breakfast organization's board of directors just to have the opportunity to attend!

And, if you'd like to see this blog post with links and photos, please see it on the Bronze Antler Bed & Breakfast blog, http://blog.bronzeantler.com.

Yelp Needs a Dose of Fairness

2009-03-13T16:24:00.003-04:00

Rick Wolf of The B&B Team shared with me a recent NY Times article about the online review site, Yelp. Some innkeepers are beginning to see reviews of their properties on this site. From what I can tell, and what this article explains in more details, is that Yelp gives business owners little or no opportunities to defend themsevles against any reviews. They don't even offer an opportunity for management responses! Read the article here.

The CEO of Yelp, Jeremy Stoppelman, says his top priority is “to make sure the community (of reviewers) is protected and can share without fear of being publicly spat on.” Here is where Mr. Stoppelman is off-base. Since reviewers are anonymous, there is no risk of being publicly spat on, because no one knows who the reviewers are. The business owners are the ones who bear 100% of the chance of being publicly spat on. This imbalance is a major, unfortunate flaw in such review sites.

Stoppleman even says, "Business owners want to control their reputation, and we're just not going to let that happen." All I can say in response is a dumbfounded, "wow."

It's days like today when I wish I could hop on a plane, fly to San Francisco and shake some sense into people like Mr. Stoppelman. At least TripAdvisor has been open to hearing my opinions and suggestions. It sounds like the folks at Yelp wouldn't be so quick to accept my request for a meeting with their top brass.

Spending $16 at McDonald's

2009-03-05T09:31:00.006-05:00

I’ll admit it. My family has recently been patronizing the Golden Arches more than we probably should. When you are in my situation (two kids under 4, a kitchen that is operational, but still a construction zone, and a financial ground that has shifted under me), sometimes the path of least resistance is taken. Of course, being the fiscal conservative I am, the concept of cheap food can also be appealing. But it just occurred to me on our last trip that a trip to Mickey-D’s costs me upwards of $16. Wait a second! I thought you could feed a family at McDonald’s for something like eight bucks. How is this happening, and what the heck does this have to do with innkeeping?

Caught red-handed eating McDonald's at Midway Airport on my way home
from the Heartland Innkeepers Conference. Shhh. Don't tell my wife.

I’m a consumer and my antenna is now officially up. While my antenna was down, the price of fast food crept up. Peter Yesawich, a noted authority on travel trends and speaker at the upcoming Innkeeping Show, recently observed that affluent travelers (defined by household incomes greater than or equal to $75,000) will be comparison shopping MORE than their less affluent counterparts. Antennas are up. People are paying close attention to how they are spending their hard-earned, and seemingly less valuable, dollars. Isn’t it counterintuitive to think that the more affluent will be comparison shopping MORE than the less affluent? Yesawich also just released an interesting stat yesterday – his Traveler Sentiment Index is showing its first signs of upward momentum since January 2008, meaning travelers are feeling more positive about near-term travel possibilities than a year ago.

Let’s connect the dots to innkeeping. People are paying close attention to the choices in front of them, but they’re still in the market to use their hard-earned vacation days. Your guests are going to engage in more comparison shopping. A reasonable conclusion to draw would be to make sure your inn is found where people are comparison shopping. Are you still committing to the industry’s directories that feed you people, who turn into bookings? Now might not be a good time to ditch directories, if indeed you’re getting more than your money back in bookings. Are you paying attention and doing anything about your placement on TripAdvisor’s “Popularity Index”? Like it or not, TripAdvisor is a place where millions of people are doing some comparison shopping, and your placement on TripAdvisor is probably more within your control than you realize. (A side note here: too many innkeepers have not uploaded any photos of your inns on your TripAdvisor pages.) Can you be found in the top ten Google Local results when someone types in “Your Town Bed and Breakfast”? Lisa Kolb with Acorn Internet Services recently observed that about half of our upcoming conference attendees don’t have their Google Local Business Accounts set up and verified. These are places where your potential guests are comparison shopping. Fishermen like to fish where the fish are. Are you where you can be plucked out of the water?

Last year at a meeting of innkeepers in Albuquerque, New Mexico, Jeff Logan of InsideOut Solutions turned me on to Google 411, which is now on speed dial on my BlackBerry. Try calling 800-GOOG-411 next time you are looking for the phone number of a local business. You will be amazed. The automated system on the other end of the line will spout out some results you may be looking for. The interesting thing is that the results come directly from their Google Local listings. In other words, if you go to Google and type in “Bed and Breakfast Cape May NJ,” you’ll see a Google Local list of inns. If you call 800-GOOG-411, you’ll hear the same list of inns. Yet another tool out there to help me with my comparison shopping! I could go on and on. Are you found on GPS devices? Are you working with your local destination marketing organization (DMO), also known as CVBs, to make sure visitors can find you when searching for lodging in your destination? Check out www.neworleanscvb.com and see how you can book a B&B stay right there from the homepage. Thanks to the leadership of Patrick Ashton (Ashton’s B&B) and the Professional Innkeepers Association of New Orleans (PIANO), comparison shopping for B&Bs in New Orleans is a cinch from the city’s tourism web site.

With regards to our patronage of McDonald’s, I’m surely going to do a little more comparison shopping and critical analysis of our choices. Oh, I’m still likely to go to McDonald’s with the family once in a while at the end of a long day. I just have a feeling I will be looking at the Dollar Menu a little more closely…at sharing fries with my wife instead of getting my own fries…or maybe getting a Happy Meal for myself instead of one of the adult-size combos. The point is - I’m going to look at the entire menu before making a choice. My antenna is up. In the context of innkeeping, can you even be found on the menu? If so, how appealing do you look as a choice?

Paris, Arkansas

2009-02-18T00:54:00.009-05:00

Just finished a long, but great day with the good folks of the Bed and Breakfast Association of Arkansas at their annual conference at Mount Magazine State Park in Paris, Arkansas. Half of the total membership is here! What a great turnout, and what a great time. Fifteen innkeepers joined PAII tonight. We're on the move, folks!

Thanks for having me, BBAA!

Giving the keynote address tonight.

With new PAII member Skip Houston of the Five Points Lake Hamilton, who is donning his silent auction prize (a robe donated by The Turkish Towel Company).

Libel, Defamation and Online Reviews - Oh My!

2009-02-12T16:34:00.003-05:00

Today I interviewed Mr. Charlie Kennedy, an attorney well-versed in the issues of cyberlaw and customer content on web sites, as part of our new series of Innkeeping Industry Interviews. Charlie will be speaking at the upcoming Innkeeping Show as part of our general session on "Mastering Online Reviews and Reputation Management."

I asked Charlie to speak with me, and to speak at the conference, because innkeepers often ask me good questions about the ability for anonymous people to possibly (and actually) leave defaming remarks on web sites about their inns.

What protects review sites like TripAdvisor, Yelp!, Amazon, etc. from libel suits, when defaming reviews appear on their sites?

What recourse does an innkeeper have with regard to seeking a judgment against someone who is making false allegations about their property on a review site?

I asked these questions, and more, of Charlie. Click here to listen to the interview or see the embedded audio player on the right side of this blog. I welcome your comments.

Insanity

2009-02-05T16:23:00.002-05:00

Someone once said the definition of insanity is doing the same thing over and over and expecting different results. We know the economy turned south many months ago, but many innkeepers in our industry report that 2008 was their best year ever. I also know many innkeepers are down in actual and advanced bookings. Yet I fear that many innkeepers are doing the same thing they did last year and the year before and crossing their fingers for good results. Are you generally doing the same thing you did in 2007 and 2008?

Every business in the hospitality industry to some extent crosses their fingers and hopes the customers keep coming. But crossing fingers is not all that successful businesses do. They try new things. They experiment. They take risks. The reach out to new audiences, who may or may not be receptive. They depart from old ways of doing business.

As we look forward to the rest of 2009, here are some thoughts for you to consider…all in the name of seeking different results by doing things differently.

1. Love them or hate them, embrace the online review phenomenon. Properties with reviews get double the traffic that properties with no or few reviews get. Don’t ignore negative reviews. Too often I hear innkeepers say, “I will not dignify that review with a response.” On the other hand, I’ve heard many innkeepers say they earned business from guests who were impressed with their response to negative reviews. Dignify them with a dignified response! Many innkeepers choose to ignore or be indifferent towards the online review realities. At the same time, those who embrace it (despite all the unfairness I know exists) are earning business away from their competitors. Plain and simple.
2. Don’t follow suit with the hotels and stop the amenities. While I hear that guests today are more interested in a good price than what amenities you offer, I still believe that the amenities they enjoy on site will keep them loyal to you and our industry. What new amenities could you introduce to supplant ones that guests might not value?
3. Are you engaging at all in niche marketing or other new marketing opportunities? Do you offer babymoon packages to expectant mothers, and have you checked out a babymoon directory? Are you GLBT-friendly, and have you listed on any GLBT directories, or optimized your sight or purchased Google Adwords to attract the GLBT crowd? Do you even purchase Google Adwords at all? Experts in the industry cite very good ROI when you wisely choose your key words. Have you explored the advertising opportunities on Facebook? An innkeeper friend of mine is telling me he gets more referrals from those ads than one of the major B&B directories. Have you tried your hand at being a pet-friendly inn? If you have concerns about moving in that direction, just talk to one of your peers on the PAII forum about how surprisingly good that business has been for them. Pet-owners will go out of their way to find pet-friendly properties, and will pay a premium. You could always try it for 6-months and go back if it doesn’t work for you. Take some calculated risks with marketing!
4. Have you checked out your competition lately? Have you asked a friend to look at your web site compared to others in your market and give you the brutal truth about how those sites might be better than yours? Along that point, when was the last time your web site had a facelift or an overhaul? Quality, well-designed sites are winning business they lost before their sites were updated. Many innkeepers who tell us business is good cite updated web sites as a major reason. I highly suggest you use someone in our industry to work on your site. Don’t use your nephew, friend down the street or anyone else who doesn’t intimately know the B&B business, effective B&B sites, search engine optimization in our industry, etc. Your money will ultimately be wasted, with few exceptions.
5. Seek out those $25,000 ideas, rather than sit back on your heels and hope this year is a good one. Where can an innkeeper get an idea that might make a major difference in her business? By stepping forward, rather than backwards, and getting on innkeeper forums and going to conferences, rather than staying home. The only place to get those $25,000 ideas, meaning ideas that will bring you new business or increase the repeat visits of happy guests, will be at thought-provoking events where you will be among thought-provoking peers. Sound like a shameless plug for the Innkeeping Show? You bet it is; but I contend you should go to any innkeeper conference in our industry. I’ve seen attendance down as much as 30% at state and regional innkeeper meetings this winter. Now is not the time to retreat and hope the $25,000 ideas arrive at your doorstep.

What are you doing differently that is producing results? What are you doing differently that you hope will produce results? Here is the place to share! You never know which idea will really make a $25,000 impact on your business.

Jay

Winter 2009 Innkeeping Quarterly Hits Mailboxes

2009-01-29T10:32:00.001-05:00

Get your own - Open publication

$15 Jelly Beans

2009-01-23T11:18:00.004-05:00

I recently spoke at the Mid Atlantic Innkeepers conference at The Homestead in Hot Springs, Virginia. It was great seeing innkeepers and vendors at this event.

I felt compelled to share the photo I took below. Upon entering my room, my eyes were drawn to the little jar of jelly beans. "How cute," I thought. After seeing the price tag of "$15" for the little jar of jelly beans, I didn't think it was very cute.

Now is a GREAT time for innkeepers to remind potential guests about all the wonderful amenities you provide at no extra charge. While hotels are cutting back their amenities or charging for them (sometime an arm and a leg), we should capitalize on what's happening and tell our story.

Also, I wanted to share with you a message that Scott Bushnell sent to his friends and clients in the innkeeping world about what innkeepers should be doing in this difficult environment. I have pasted it below.

Onward and upward, my innkeeping friends!

Jay

______________________________________________________

Email from Scott Bushnell:

A couple of weeks ago I sent out a note suggesting your attendance at the Mid-Atlantic Innkeepers Conference and Trade Show in Virginia. I would like to pass on the BIGGEST LEARNING I picked up at the conference. The conference was packed with workshops and ideas on how to deal with the business of innkeeping, especially in this time of economic challenges.

Jay Karen, president of PAII, held a Town Hall Meeting and discussed the latest trends in the travel industry. But it was the results of the latest PAII business activity survey, summarizing the industry's performance from September through November that really caught my attention.

Of the 218 innkeepers reporting their fall business levels, 30.3% reported stronger business than the same period the prior year and 19.3% reported about the same level. Half of the inns reported business as not as good as last year. But the REAL LEARNING came with the reasons why they feel their business was either up or down:

Those inns reporting IMPROVED business credit the growth to:
- Website revamping
- New photos on their websites
- Packages they have compiled with local attractions and businesses
- Directories they have included in their marketing plans

Those inns reporting DECREASED business blame the downturn to:
- The weather
- The economy
- Gas prices
- Decreased visitors to their regions

What do you notice about these two lists? The first list attibutes improvement due to ACTIONS TAKEN by the innkeepers. The second list blames UNCONTROLLABLE conditions.

If you are sitting in the inn with your arms folded thinking you will just wait out the conditions over which you have no control, you will be losing market share to those inns taking action. If, however, you take an objective view of your marketing plan (including your website) and make pro-active revisions to realize REAL benefit, and if you RECONSIDER and CHALLENGE the long-held premises upon which you built your business model, you, too, can realize growth even in these tougher times. For example, do you make children really feel welcome? Pets? Do you have an industry website hosting service doing your Search Engine Optimization? Do you have videos on your site to show the full beauty of your inn? Is your newsletter aimed at NEW (potential) guests as well as your past guest list? Are your rooms priced properly based on the value you offer? Is your database s egregated into segments (business travelers, reunion guests, college travelers, etc.) so that your newsletter can be tailored to different marketing targets? These are just a few of the ideas shared at the conference.

Now is the time for action. This was the biggest learning to me. The rest of the workshops and the trade show were great at giving the ideas and how-to's of ACTION.

I just wanted to pass on these insights to you. I welcome your comments and questions. From your humble (and friendly!) inspector.

Scott

Bushnell & Bushnell Services

Innkeeping in Lancaster

2009-01-07T13:11:00.006-05:00

I just completed my stint working at the Australian Walkabout Inn Bed and Breakfast in Lancaster, Pennsylvania. It was a great experience, and I got to see first-hand how a 5-room inn operates. Bob and Lynne Griffin, who took over the inn in August 2007, are great innkeepers – they are conscientious and hospitable. Since they work so well as a team, coupled with the fact that it’s the slower season in Lancaster, my duties were not quite as rigorous as my time in Seattle last year. Nevertheless, I was able to learn a good deal. Maybe the slower weekend allowed me to have more down time for conversation with the Griffins than with Joyce last year (11 rooms turning and churning, feeding folks in three different rooms created a more frenetic experience). Maybe it wasn’t so frenetic for me this time, because I’ve learned so much about innkeeping since coming on board with PAII in June 2007. The experience with Joyce felt like a Baptism by fire. The experience with Bob and Lynne felt more like Baptism in a warm bath.

On Sunday morning we prepared breakfast for six guests. Bob and Lynne seemed to have a natural flow in the kitchen and dining room. They could have easily said to me, “OK, Jay…the kitchen is yours! Make it happen.” But they either took mercy on me or wanted to make sure I didn’t screw things up for their paying guests. I offered to help with the food prep. The first morning I helped prepare the casserole (as evidenced by the photo below), and the second morning I made the sauce for the baked pear dish. For someone who worked years in the kitchen of a busy Greek/Italian restaurant, this was light duty. Having so many hands available in the kitchen made me appreciate what it is like for those innkeepers who fly solo every day. God bless you folks!

All the guests during my visit swiftly devoured the baked pears, casserole, fruit and sausage. The conversation among the six guests the first morning was light. There were different generations at the table, and I wondered if the younger folks (who looked in their early twenties) were a bit intimated. The dynamic at the breakfast table can really change the B&B experience, and it seems the innkeepers need to have a good feel of when to intervene and try to stimulate conversation and when to back off. We had only one couple the last morning of my visit. The good part about having only one room booked is that it gives you a bit of a breather and the opportunity to have more dedicated one-on-one time with guests. The bad part is, well, there was only one room booked.

I happen to be someone who likes to clean my dishes, pots and pans as I cook, so there is minimal clean-up when the meal is over. Lynne likes the same approach, and it certainly gives her more time after breakfast is over to get to the room-turning. I am wondering if we should offer a class at the Innkeeping Show on how to wash dishes as you cook. If that saves 20 minutes of an innkeeper’s day, that would be worth the price of admission!

Lynne allowed me to turn some of the guest rooms with her. We were able to have great chats about the innkeeping experience while folding and unfolding sheets. I was impressed with Lynne’s sheet-folding system, which confirmed the truth that every innkeeper really needs to have his/her system for doing things. She folds the sheets in a way that allows her to unfold them quickly and efficiently for making the beds. Now, this is something that is probably very commonplace among innkeepers and housekeepers, and you’re probably giggling at the fact that I’m just now picking up on this reality. Nevertheless, I was impressed. At home, I don’t pay attention to the exact way in which I fold my sheets. Lynne’s strong organizational skills has her labeling bins and shelves in lots of places throughout the inn, which certainly helps for quickly finding what you need. She has a little portable label printer, which I fell in love with. Maybe we should sell these little suckers to PAII members.

I came to believe that if we could all do away with jetted/Jacuzzi tubs and not have an impact on income, we should do it. What a waste of water – to use and clean. But when you buy an inn that has these tubs in every guest room, you likely have to “make do.” Bob and Lynne will be tearing one out and replacing it with a stylish shower, which I would find more appealing as a guest. To have a tub in every room might be overkill. Any opinions out there on jetted tubs?

Throughout my stay, Lynne kept getting reservations from Sight and Sound, which is a local theatrical production that draws in tourists. Bob and Lynne have an arrangement with the folks at Sight and Sound, which seems to send many guests throughout the year at a pre-arranged price. And from what I could tell, the price was a good one! Good for them. The reservations that came in were not seamless with their Webervations system, causing Lynne to have to do some data entry on her own site and Sight and Sound’s. Still, witnessing this underscores the value of having relationships with others who can bring you business at a good price.

Bob and Lynne took over an inn that needed a great deal of improvement. They didn’t close the inn for any period of time to work on the improvements. It’s been “DIY” on the go from day one, and I’m thoroughly impressed with how much they’ve accomplished in such a short period of time. Still, everywhere I turned, they were pointing out things that needed updating. While I was in town, I lent a hand with one of their improvement projects. Their Outback Cottage, which is a detached little building, had been covered in outdated wallpaper. The Griffins had already conquered a few walls before my arrival, so I got to help take wallpaper off the final wall. It was the definition of tedium.

At first, I wondered why they wanted me to help with this project. On the one hand, I’m sure they could use the extra set of hands. On the other hand, it seemed to be a bit “off the syllabus” for my innkeeping education. But what I learned, which was the intent, was how difficult it can be juggling these improvement projects and keep the inn running like a top. The cottage was in a bit of disarray this week, yet Lynne received a request from a potential guest to see the cottage the very next day. And, she took a reservation for the cottage for the upcoming weekend. I’m thinking, “No way!” But when it comes to reserving the most expensive room in the slowest season, you find a way! And, I’m sure Bob and Lynne will find a way to make the cottage presentable to the gentleman who wanted to see it, and suitable for the guests who want to use it this weekend.

I was able to help get half the wall painted, while the other half still had to receive some attention. Bob was doing a good bit of electrical work to install a new light and thermostat for the heating system they will be installing under the new tile in the room. Nice! Bob is a “Jack of all trades,” which comes in handy with all these projects.

On my last evening, Lynne and Bob hosted a reception and invited their fellow members of the Authentic Bed & Breakfasts of Lancaster County. I had a fantastic time meeting new innkeepers and seeing some familiar faces. I overheard some innkeepers say, if I was working at their inn, they’d sleep in and have me run the show by myself. I laugh at how some innkeepers want this to be a hazing experience for me. What was apparent from listening to the innkeepers was how supportive the Lancaster CVB is of the B&B community. Last year they determined that Lancaster has the second highest concentration of B&Bs among all markets on the East coast (apparently the count of B&Bs is 160). This revelation, as well as the diligent relationship-building the innkeepers have shown, has opened the eyes of the CVB to the contributions of the B&B segment of their market.

All-in-all, my visit with the Griffins was very worthwhile. Seeing how inns are run first-hand helps me gain the innkeeper’s perspective on many matters, which helps me run this association more effectively. I got lucky with this visit – it was smooth and manageable. I wonder if my next assignment will be laden with emergencies and difficulties. I imagine emergencies and difficulties are what TRULY make the innkeeping experience unique. The day I or my staff no longer understand the issues faced by innkeepers is the day we should move on to something new or immediately make an appointment to work at a B&B. Thank you, Bob and Lynne! Opening your inn to me was incredibly meaningful. I look forward to seeing you in Atlanta at the Innkeeping Show.

Another "Inn-ternship"

2009-01-04T15:16:00.010-05:00

Last year I spent the better part of a week with Joyce Schulte at the Chambered Natulius B&B in Seattle, learning the ins and outs of the daily life of an innkeeper. She won the "Hire PAII's CEO" contest, so I flew across the continent to learn from her. The second place finalist in that contest was the Australian Walkabout Inn, run by Lynne and Bob Griffin in Lancaster, Pennsylvania. I promised Bob and Lynne I would come work at their inn that next August, which would have been the first anniversary of their innkeeping careers. I had to postpone the trip, due to my self-imposed travel restrictions in the late summer/early fall on account of the arrival of my new son.

So, here I am now in Dutch country with this hard-working couple learning how they run their 5-room B&B. I chose the Walkabout for my second stint, because I saw some worthy contrasts between this potential experience and what I did in Seattle. Joyce runs a very busy inn just off the campus of the University of Washington with high occupancy rates. She supervises some staff. And, Joyce has been doing it for many years. Bob and Lynne are relative newbies, who run a smaller inn that is part of a tourist destination (thus, the clientele are a bit different than an urban inn near a university). They have been working incredibly hard updating the physical plant of the inn during their first year and a half, and I wanted to see what it's like trying to master all this do-it-yourself work, and run a successful B&B.

I arrived yesterday afternoon and got reacquainted with Bob and Lynne, whom I met last winter at the Mid-Atlantic Innkeepers Conference. Lynne showed me to my room, the Victorian Suite, which has a nice, warm feel to it (a good thing yesterday, considering the temperature outside). She quickly asked me what animal was on the bed, which was a creation from one or two towels. I guessed a pig, but was wrong - it was an elephant. Lynne is trying her hand at a bit of towel art. A Koala bear was also on the bed to greet me. I unpacked my bags and read about the inn, their services and policies in the notebook. I went down to the parlor and shared a bottle of wine with the couple, and learned a good deal more about the area, the B&B and their lives as innkeepers with a 10-year old daughter. We then departed for a lovely dinner with Bruce and Jan Garrabrandt, owners of the Artist's Inn on the outskirts of Lancaster in Terre Hill. I was beginning to think this was going to be more R&R than work. So far...a bottle of wine, great conversation, a nice meal. I am thinking the life of a Lancaster-area innkeeper isn't too bad! Of course, I know better than that.

The Garrabrandt's, me, and the Griffins.

I learn what the innkeepers have in store for me tomorrow. Helping prepare breakfast for six guests, assiting with turning the rooms and peeling wallpaper in the Outback Cottage. I will be participating in the multi-tasking realities of innkeeping once again.

Innkeeping Industry Interview with Rick Newman

2008-12-24T08:07:00.005-05:00

I recently interviewed Rick Newman, managing partner of Commercial Capital Network, which specializes in financing solutions for bed and breafast properties. I wanted his take on the lending market and what innkeepers and aspiring innkeepers need to be doing to have the best chance at financing in the near future.

Listen here or at the interview "gadget" on the home page of this blog.

Fall Issue of Innkeeping Quarterly Hits Mailboxes

2008-11-20T15:54:00.003-05:00

Get your own - Open publication

Obama and the Travel Industry

2008-11-13T11:32:00.006-05:00

Marti Mayne of Maynely Marketing today sent me a link to a CNN interview with Pauline Frommer that covers what changes might be in store for the travel industry under an Obama administration. Click on the link below to be directed to the video.

Our industry could use all the travel-friendly people in Washington we can get. There is certainly a need to balance our national security interests with our economic interests, and I hope President Obama will continue to remember the economic impact of travel. He was a strong supporter in the Senate. The Travel Industry Association (of which PAII is a dues-paying member) has been doing a great deal of work to ensure the travel industry and tourism promotion are front-burner items.

Thanks for the email, Marti!

The Sale of Webervations

2008-11-07T11:00:00.005-05:00

Hot off the press – or more accurately, just in my email in-box – is the announcement that Webervations has been purchased by ELG Hospitality, which also owns BedandBreakfast.com and RezOvation. Despite lengthy messages on the PAII Forum from the buyer, Eric Goldreyer, and the seller, David Swain, innkeepers’ concerns and doubts are plenty. Many innkeepers are asking what I think about the recent announcement.

I’m a relatively fresh face to the innkeeping industry, having been on the job at PAII for a mere 17 months. My perspective is one that is pretty unbiased, since I use neither RezOvation nor Webervations. What I see are two companies that have been major players in this industry for a while, so obviously they are good, reliable products. Webervations seems to be a system that has met the basic needs of innkeepers at a very low cost (Swain admits he might have spoiled his customers with such a low price over the years). Evidence of its incredible value has been the thousands of innkeepers who have used the product for years, and the many who are now concerned about the future of the product. RezOvation is a leading full-feature reservation system, which provides a track to the Global Distribution System and is also tied at the hip to the largest online B&B directory, BedandBreakfast.com. Innkeepers are worried about their $80 per year Webervations accounts. They get a lot of functionality for $6.67 per month.

My advice to the Webervations customers? Like with any business decisions you make, you should evaluate as you go. Goldreyer is promising to make no fundamental changes to the Webervations system, recognizing there’s good reason so many innkeepers like it just the way it is. Goldreyer and his staff have a history of being risk takers and progressive business people, so some changes must be in store. Innkeepers appreciate Webervations because it is straightforward and simple. To me, this is a little like Outback Steakhouse buying McDonald’s, and people fearing hamburgers will now be $2.79 instead of $.79, or that the McDonald’s menu will change drastically. McDonald’s has great value and reaches millions of customers every day because people know exactly what they’re going to get (minimalist food that hits the spot), and they get it cheap. Webervations “hits the spot” for many innkeepers, and it’s been cheap.

I encourage members to go onto the PAII Forum and read the innkeeper concerns and the responses from Goldreyer and Swain before jumping to any conclusions. At the same time, major moves like this in our industry are not common, so customers of Webervations are well within their rights to ask questions and pay close attention to announcements of any anticipated changes or enhancements. Innkeepers, like all business people and consumers, vote with their dollars if they’re happy or unhappy. I expect nothing different here, since there are many options in our industry for reservation systems. If Outback indeed drastically changed McDonald’s, you can bet others will be looking to fill the void left by McDonald’s. Customers generally get what they want in a marketplace, and innkeepers will continue to get the reservation systems they desire regardless of the name or owner of the company. There will always be a cheap hamburger joint in every major town.

Enough with the hamburger analogy! Ask hard questions, evaluate and vote with your dollars…stay if you still like the product and believe it will continue to be a good value, or investigate what else is out there in the marketplace. That’s what a good business person should be doing all the time anyway.

Convincing TripAdvisor

2008-10-09T09:19:00.006-04:00

Nearly 300 innkeepers submitted their stories of hardship, grievance and praise for TripAdvisor when I asked the industry to share thoughts and opinions of how this site impacts the businesses and lives of innkeepers. Innkeepers spoke up and continue to send me emails almost daily on the subject. There is no doubt of the need for PAII to facilitate a conversation between our industry and TripAdvisor. The conversation began just a couple of weeks ago, when I visited with TripAdvisor CEO, Stephen Kaufer, and some of his top staff.

Distilling 300 different stories and perspectives into a succinct message was a difficult task (and I read every single one of them), yet some patterns emerged. With only an afternoon with TripAdvisor, I had to pick some of the most pressing matters to bring to the table.

My meeting with Kaufer and others (Brian Payea, Director of Trade Relations, and Tricia Oliveira, Manager of Hotel Relations and Fraud) was 3 hours of rapid-fire questioning. It must have felt like a deposition to them. I found their team to be very reasonable and willing to listen and respond to the issues we are bringing to the table. I was pleased to leave the meeting with what seemed to be some agreement for certain changes and a commitment to keep discussing other matters that couldn’t be solved in one afternoon. As expected, there were some requests and ideas I brought to the table on behalf of innkeepers, which were not met with agreement.

Those headline topics, all of which seem to be supported by an ample number of stories and lines of reason, were as follows:

Site Features and Property Pages – B&B pages on TripAdvisor and overall search functionality seem to lead traffic away from B&Bs, and the use of certain terms seem to demonstrate a favoritism towards hotels above all lodging options.

Reviews and Reviewers – it seems that anyone can say just about anything about an inn on TripAdvisor (with some exception), without needed oversight, except some automated fraud protections and a few basic rules (which don’t seem to be enforced consistently).

Popularity Index – it’s a secret what exactly impacts an inn’s ranking on TripAdvisor, but there are factors which seem to ignore fairness. Ranking on this index can immediately be impacted by fraudulent reviews or those used as means of revenge, rather than honest feedback.

Conflict Resolution – the opportunity to leave a management response seems to be the only tool available to combat unfair or untrue reviews, and TripAdvisor appears to be slow or unresponsive with attempts to have grievances resolved. When grievances are resolved, they seem to favor reviewers more than the reviewed.

Site Features and Property Pages
The “Map this Hotel” link on most B&B pages leads to an Expedia.com map page that does not show the location of the B&B, unless the B&B provides inventory to Expedia.com. The map that shows up for B&Bs not on Expedia shows properties near the B&B that are on Expedia.com, which include the B&B’s competition. So, for the 90%+ of innkeepers who are not on Expedia.com, this seems like a “bait and switch” tactic. Stephen Kaufer felt this was indeed a disservice to both the innkeeper and the visitor to the site and should be addressed. I offered the idea of allowing the link to go to a Google Map of the property, if the property is not on Expedia.com, just like the restaurant pages on TripAdvisor. If the B&B is on Expedia, the map that shows up is an Expedia map of all the area properties including the B&B in question. The jury is still out on what the solution will be for those B&Bs not on Expedia.
(On the morning of 10/10/2008 I noticed that some B&B's "Map this Hotel" link actually goes to a Google Map window. This is much better. But, this isn't the case with all B&Bs. I'm looking into it.)

I asked about the sources used for the “Average Rate” figure seen on property pages, since many innkeepers report their true average rate is not in line with what TripAdvisor reports. Many innkeepers have callers who reference the TripAdvisor rate, which can often be far from accurate. The average rate is either pulled directly from sources like Expedia.com and Hotels.com, or it’s pulled from a third-party source that apparently finds these rates. For those not on Expedia, this can be a big problem. The TripAdvisor staff says any innkeeper can contact their staff to get the average rate adjusted. A problem, as reported by one innkeeper, is that the rate has a tendency to change back to the rate provided by their third-party source. I offered the solution of allowing innkeepers to enter their own average rates, or better yet rate ranges, through the owner log-in area. The restaurants listed on TripAdvisor display rate ranges. I thought this would be a safe bet for innkeepers. They liked the idea.

I inquired about the possibility of having links on the B&B pages back to the B&B websites. Currently, for those visitors to TripAdvisor who want to learn more about the property, they have to open a new window and use a search engine to find the B&B. So, essentially, the B&B pages on TripAdvisor are dead-end experiences for users. Kaufer agreed this wasn’t ideal for their site visitors. He is contemplating the prospect of putting links on the property pages that go directly to the B&B websites. This would be a big deal for innkeepers, especially those who carefully track web traffic, as they’ll be able to know how many leads come directly from TripAdvisor.

I encouraged the consistent use of the term “accommodations” instead of “hotels,” which is used throughout the site. To their credit, the front page uses the term “Hotels & Accommodations,” but then “hotels” seems to be the term of choice in all subpages where a link to all lodging choices might be. Kaufer said that where the term “hotels” is used in many places, it’s the only option for a link to lodging properties. In those cases, it’s not that big of a deal; anyone searching for even a B&B would instinctively click the “hotels” link when it is placed next to links such as flights, things to do and restaurants. Nevertheless, I think “hotels” still represents one part of the accommodations industry and believe a more general term could be used. I’m not sure what changes might happen with this issue, but I’ll continue to beat the drum.

When examining the search functions on TripAdvisor, there really are two main choices from the homepage: what I call the “super search” field at the very top of the home page, and the “availability search,” which asks for the traveler’s intended destination and arrival/departure dates (the actual words used are “Find Hotels Travelers Trust”). There are problems with both search tools. When using the “super search” field, if one types in “Norman, OK,” he will see a listing of accommodations that have the word “Norman” in the name of the property, i.e. Hilton Garden Inn Norman. But the Montford Inn, which is the town’s #1 rated B&B, doesn’t show up, unless you 1) click on the “hotels” link under the Norman, OK link then 2) click on the B&B radio button on the “Search Norman Hotels” page that appears. The obvious problem with this is that most B&Bs (and hotels for that matter) don’t have the city name in the name of their businesses. TripAdvisor staff didn’t seem to think this was that big of a deal, and that most people who type “Norman, OK” would most likely next click the Norman, OK link (which leads to an overview page about Norman) or would click the “Hotels” link right under the link to the overview page. The “availability search” tool has been a big problem for innkeepers, because those B&Bs not with Expedia are getting left behind. If you typed in “Norman, OK” and chose the check-in date of January 12, 2009 and check-out date of January 13, 2009, you would first see any hotels in that city that have online availability through one of TripAdvisor’s commerce partners, i.e. Expedia.com. To find B&Bs, you would have to click on the B&B radio button. Since there are no B&Bs in Norman that offer online availability through Expedia, the message reads “No B&Bs/inns found.” There is a subtle link that says, “Show all B&Bs / inns regardless of price, availability or online booking option,” but it’s confusing. If they plan to stay with the current search functionality that might indicate that no B&Bs had availability on the dates entered, I suggested that language along these lines be used:

“The system is returning no availability for B&Bs/inns who offer rooms on TripAdvisor’s commerce partner sites. There may be B&Bs/inns in this market with availability and pricing you seek. Click here to show all B&Bs/inns regardless of price, availability or online booking option to continue your search.”

Kaufer said they would change the wording to reflect what I thought was more accurate, if we came up with more concise wording.

If an B&B is in a city or town in the same market as another city (i.e. Mt. Pleasant, SC and Charleston, SC), the B&B will only show up in searches of that B&B’s particular city. In other words, B&Bs in Mt. Pleasant, SC, will not show up when doing a search on Charleston, SC. Innkeepers outside the city limits of Charleston would probably enjoy being listed among properties in Charleston, but TripAdvisor searches are strictly city-based. In other words, a B&B in Mt. Pleasant will only show up on searches for B&Bs in Mt. Pleasant. The TripAdvisor staff indicated there are no plans to change this.

Some innkeepers expressed an interest in having their inns removed from TripAdvisor; they’d rather not be found than endure the negative reviews (whether real, fraudulent or embellished). I mentioned to the TripAdvisor staff that travelers must agree to the terms and conditions of the site in order to leave reviews, but innkeepers and hoteliers who disagree with the terms and conditions were “forced” into existence on TripAdvisor. I asked why they could not be removed, except in the case when the inn closed. Kaufer explained the purpose of the site is to provide information and reviews on all accommodations, and they would be a less useful resource if travelers wanted to find reviews about properties that were really open for business, but didn’t want to be reviewed. I’m not sure what the legalities are here, but I think this should be pursued more deeply. It doesn’t seem right that one business can profit from the existence and the reviews of others businesses against the will of the business owners.

TripAdvisor staff said that very few innkeepers take advantage of some of the tools that would maximize the usefulness of their property pages. For example, TripAdvisor lists 65 B&Bs in Cape May, NJ, and less than half include photos of the properties. Innkeepers have the ability to upload their own photos and videos, or ask friendly guests (and photo enthusiasts) to upload their own media.

Reviews and Reviewers
The issue of qualifying reviewers was an important topic of my conversation with the TripAdvisor staff. The system treats all reviews similarly, but not all reviewers are necessarily equal. Some are first-time “inngoers,” while others have been staying at B&Bs for years, and therefore have different expectations than the new folks (not meeting expectations seems to be a cause for many harsh reviews). Some reviewers never even stayed at the properties they were allowed to review. Some innkeepers suggest that a review should be qualified with the question, “Did you mention any problems cited in your review with the manager or owner, giving them a chance to correct those problems?” Other innkeepers insist the right thing to do is to NOT protect the identity of the reviewers.

One of the most common criticisms of TripAdvisor is that the site allows users to leave reviews of B&Bs, even if they didn’t stay at the B&B. I read many stories about how prospective guests cancelled their reservations with a B&B, protested the cancellation fees and left negative reviews of the B&B as a means of revenge. There were even some stories about how potential guests threatened to leave negative reviews if their deposits were not returned; only to find out they still left negative reviews even after their money was returned. TripAdvisor allows reviews to be posted that deal with any experience one has with a property or the management. On one hand, I can see why TripAdvisor allows this. If I read a review in the paper about a fantastic new restaurant in Philadelphia and made 7:30 pm reservations for dinner with my wife, only to find that by 8:15 the night of our dinner we still had not been seated, I might decide to leave the restaurant. I certainly would be interested in leaving a review on Zagat.com or some other notable restaurant review site. It was a valid experience that I had at the restaurant, even though I did not eat there. On the other hand, I can see how allowing anonymous reviews by people who didn’t even eat at the restaurant is an invitation for false reviews. A problem with TripAdvisor is that someone who didn’t stay at the B&B could leave a review about all aspects of the B&B, including value, check-in, room and cleanliness. My suggestion to TripAdvisor staff was to first ask the reviewer, “Did you stay at this property?” If the answer is no, then the reviewer cannot review any aspects of the inn except something like “reservation process,” and their review should have less of an impact on the property’s “Popularity Index” than a review by someone who had a full stay. Kaufer thought this was an interesting idea that deserved merit and attention.

To the idea of requiring the reviewer to indicate if he or she mentioned any problems to the innkeeper, Kaufer said the management response tool should indicate any cases where guests neglected to bring up issues that could have been corrected during the stay.

Regarding the idea of indicating if a reviewer is a first-time inngoer, novice, experienced or veteran, the TripAdvisor staff didn’t seem to think it was a great idea. This would be altering their membership profiling or review system to accommodate a small segment of their universe.

Another issue brought to the table was the fact that people can leave reviews today about experiences they had three or four years ago. Furthermore, those reviews will show up first on the list. To the untrained eye, it appears as though the new review was for a recent stay. One has to open the actual review and look for the “Date of Stay” in order to see that the review was about an experience four years ago. At least the review should be placed in chronological order by “Date of Stay” instead of the date the review was entered. The TripAdvisor staff didn’t seem to object to that line of reasoning, although there was no commitment to change the programming to place the old review automatically in chronological order. Kaufer suggested they increase the visibility of the “Date of Stay.” Kaufer also explained when the site was first launched, they probably agreed to a more liberal timeline on reviews in order to get the system populated with reviews. Now that the system is full of reviews, he agreed it made sense to examine that policy again. Nothing older than one year seemed to be a reasonable policy. I think it makes most sense for reviews of the most recent stays to default to the top of the list; after all, travelers want to first see reviews of the most recent experiences.

I also brought up the issue of reviews remaining on the site that could be four or five years old, and that things definitely change over time. I inquired about allowing old reviews to “sunset” off the site, as they were basically useless for someone traveling today. TripAdvisor staff said the old reviews would remain, but that much older reviews are virtually worthless with regards to impacting the Popularity Index, indicating that with age a review becomes less significant (if that’s any consolation for those who inquired about this topic). The staff did reiterate the policy on their website about old reviews being removed when there is new ownership. If someone buys an existing inn and furnishes proof of the new ownership to TripAdvisor, they will remove all the old reviews. Some innkeepers reported to me unsuccessful attempts to get this done, while others said they had no problem getting old reviews removed. If any innkeepers continue to have problems in this area, please feel free to contact us. We’ll try to help.

TripAdvisor allows members to rate other members’ reviews as being helpful or not. I suggested if members rate another member’s review as NOT helpful, then this review should fall in significance with regard to the Popularity Index. If some crazy, impossible-to-satisfy guest leaves an absurd review (and others find it to be unhelpful), shouldn’t that review have less weight than those which were either not rated or found to be very helpful? This is not the case right now, but the staff seemed to like the idea.

Some innkeepers reported that their guests attempted to leave reviews, but the reviews never made it to TripAdvisor. TripAdvisor staff said they do not prevent reviews from being posted, unless they don’t conform to the rules (and in those cases, the reviewers will be notified). The likely scenario is that the reviewer didn’t go through the final steps of confirming the reviews. I believe in some cases, the reviewer will get an email (maybe after the first attempted review) requesting a confirmation. If the reviewer doesn’t complete the steps as instructed, the review will not be posted. Innkeepers should be sure guests who inform them about this are aware there might be confirmation steps to take. Looking in a spam or junk mail folder might be a good idea to check for emails from the TripAdvisor system.

I asked the TripAdvisor staff if a negative review holds more weight than a positive review. They said no, but wouldn’t go into much detail about the algorithm used to determine the Popularity Index ranking. We can surmise that rankings are helped by the number of positive reviews, as well as how recent they are. I would guess the system works something like a Grade Point Average system. I remember when I had a 4.0 GPA through the first semester of my sophomore year in college. That second semester I earned a C in a class, and my GPA plummeted to something like 3.6. It took 3 more semesters of straight As to bring it up into the 3.9 range. That C didn’t hold any more weight than an A when examined by itself, but it surely had a big impact on my GPA. My guess (and it’s only a guess) is that negative reviews might have a similar impact on ranking.

Some major competitive sports involve scoring by judges (i.e. 1 to 10), and in some of those cases the lowest and highest scores are omitted. I brought forward the idea of dropping the highest and lowest reviews. Understandably, TripAdvisor staff didn’t think the idea was a good one. If someone has a legitimate negative review, it should probably remain.

I asked why they don’t require proof of stay with negative reviews, like the folks at BedandBreakfast.com. They said the business model would require proof for all or proof fo none, and they opted for none when they started the site. There is no intention of changing that. They cited the fact that having to go through the steps of furnishing proof would deter many people from leaving reviews, and I agreed that would likely be true. If I was required to dig up a receipt, I would probably give up the quest to leave a negative review. Fewer negative reviews would likely get posted, which would mean that travelers wouldn’t value TripAdvisor (or any other similar review sites) as a legitimate resource for candid reviews, thereby limiting the effectiveness and purpose of the websites. One could argue that proof of stay should also be required for positive reviews, as a means to prevent an innkeeper or hotelier from stacking the deck with false positives. Requiring proof of stay for reviews (either positive or negative) would no doubt curtail the number of reviews, but it would also combat false reviewing. The bottom line is that TripAdvisor has no plans to start requiring proof of stay. I personally have mixed feelings about requiring proof of stay. It would curtail fraud and embellishment, but many people feel they can only leave honest reviews due to the protection of anonymity. If I’m a frequent guest of a hotel and had some bad experiences, but know that I’ll be back to that hotel, I’m not sure I want the hotel to know that it was me who left the review – but I may indeed want other potential guests to know my two cents. The ideal situation would be where all reviewers would either have to identify themselves or proof of stay could be furnished automatically through email identification and the reservation process. Administratively, that is a nightmare for review sites like TripAdvisor to consider, since reservations are not made through their site.

Popularity Index
While I touch on the Popularity Index in other areas of this summary, I posed some specific questions about the index (well-knowing that their algorithm is a secret). I explained, though they probably don’t need reminding, that the index is impacting commerce. Innkeepers tell us that a ranking of #1 can mean real business. The converse can be true; a drop in ranking or low rankings can damage or kill a business. No one knows the rules, but some education is needed. To illustrate my point that the system is a complete enigma (to a fault), on the day I visited TripAdvisor the #1 ranked hotel in Austin, TX, was the Super 8 out by the airport. It has a total of 12 reviews. All were 5s and none was older than April 2008. With all due respect to the Super 8, I didn’t understand how such a property could be ranked #1 in such a metropolitan area. Even the TripAdvisor staff seemed stumped on that one.

I asked if the volume of reviews impacts the ranking, and I couldn’t really get an affirmative on that one. If you look at the Super 8 example above, you would think not. I asked how can a 5-room B&B that is open for one year with 20 reviews compete on a level playing field with a 15-room B&B open for 30 years with 300 reviews? I wondered if a ratio of rooms-to-reviews should be considered. In other words, if a property has 5 rooms, then they shouldn’t have to garner a large number of reviews in order to compete at the top of the ranking. TripAdvisor didn’t seem that interested in having a ratio-type formula; they said smaller properties are just going to have to work harder to gain more reviews. Kaufer suggested that innkeepers of smaller properties are more likely to have a more intimate relationship with the guests, so getting more reviews might not be as difficult. To his point though, would a ratio-based formula also mean that one negative review would be more impactful in the Popularity Index for a small inn than a larger inn? As of now, no change is expected with regard to the number of rooms a B&B has.

The Popularity Index is a ranking system, i.e. #1 or #5 in a particular market. I asked why they chose this format, rather than a categorical ranking based on having achieved a certain score (i.e. a Preferred Property based on having an overall score of 4.0 or higher). In that scenario, B&Bs with similar scores have a chance to compete more evenly, rather than one B&B actually being ranked #1. A problem with a numbered system is that a B&B could be ranked #10 in a market of 70 B&Bs, and still be phenomenal. But with a numbered system, that B&B would not be seen on the first page. A visitor would have to click through more links to see that property. If rankings were based on achievement categories, visitors might go deeper into the site to see all the B&Bs that achieved good rankings; thereby facilitating even more page views for TripAdvisor (translation – more exposure for all those paid, sponsored links all over the site). TripAdvisor staff said that travelers want to see numbered rankings, and that they prominently display average rankings already. So, guests who want to see all the properties with average rankings of 4.0 or higher can already do that. Nevertheless, my point was that visitors are distracted by the numbered rankings, and the foster hyper-competitiveness. This hyper-competitiveness is what drives innkeepers to go beyond their comfort level to solicit reviews.

One innkeeper asked me to find out if any individual TripAdvisor staff members have the ability to single-handedly change a property’s ranking. The innkeeper claimed after some negative interactions with the TripAdvisor staff that the B&B’s ranking immediately dropped. The staff insisted no individual employee at TripAdvisor has that ability. But, I was told (if my memory and notes serve me correctly) that if the innkeeper of a property is under suspicion of fraudulent activity, the B&B is placed on a certain probationary status, and that status can impact their ranking. In other words, TripAdvisor staff can impact ranking based on what they deem is suspicious activity by an innkeeper or hotelier.

I expressed to the TripAdvisor team that in a competitive system, such as the Popularity Index, where the stakes are very high, it’s vitally important that the reviews which dictate the ranking be 100% legitimate. This is why I’m pressing for changes with conflict resolution, which you’ll read about below.

Conflict Resolution
From the stories sent to me, it seems as though management responses go through a more stringent line of scrutiny than reviews. I imagine the ratio of reviews-to-responses is probably 100-to-1, so it stands to reason the TripAdvisor staff doesn’t examine reviews as closely as they do management responses. I received several stories about management responses never showing up on the site, and in some cases not getting any response as to why. The staff insists management responses are not singled out for scrutiny more than reviews, but many anecdotes shared with me seem to tell a different story. For example, neither reviews nor responses are allowed to contain “insults,” yet I hear stories of innkeepers or staff being called unethical, lazy or other terms. When innkeepers attempt to make similar comments about the reviewers, they are restricted (although I think innkeepers should think carefully about lashing out at possibly deserving guest; remember management responses are for future TripAdvisor visitors and prospective guests, not necessarily the upset reviewer).

I asked how many staff members are assigned to helping owners with conflict resolution, but they declined to tell me. I asked this question, because an overwhelming number of innkeepers complained about how long it takes to get a reply from TripAdvisor, and in most cases the replies are rote and don’t really address the problems. All the while, potentially false or negative reviews remain on the site causing further damage to the inns’ reputations and rankings. I was told that response and/or resolution time right now could take 2 to 4 weeks. I didn’t get the sense that things were necessarily fair and balanced, and conflict resolution is the at the heart of most matters.

If a reviewer was to claim his bed contained bed bugs, and yet it just wasn’t true, I asked what recourse an innkeeper might have. The TripAdvisor staff insisted that any bed bug claim was an immediate red flag, meaning the review in question was immediately under suspicion for being false or fraudulent, and that staff fully investigate such claims. That’s not to say, though, that an innkeeper has any recourse except to bear the negative review on the inn’s page and in the popularity rankings (should the TripAdvisor staff not find enough evidence to deny the review). The problem is that a staff of unknown people is playing judge and jury with many he-said/she-said cases like this, and the innkeeper is the one who stands to suffer much more than an anonymous reviewer.

TripAdvisor is often accused of libel, since potentially false or malicious content on their site could (and does) cause serious harm to the reputation of businesses. But it appears TripAdvisor is protected, because the content of the site is generated by anonymous individuals – not TripAdvisor. When asked if they ever had to reveal the identity of one of their members when a hotelier or innkeeper was bringing suit against the reviewer, they could not recall one instance when that occurred. While I am not an attorney, I plan to consult with attorneys that specialize in libel and defamation law, so I can learn more about the ins and outs of the matter. It just doesn’t seem right that a business is forced into existence on a site like TripAdvisor and to sustain any attacks that come its way – whether true or false. It is evident that B&Bs out there are being harmed by false reviews. One’s standing on the Popularity Index can directly impact the number of inquiries and reservations a property gets, and false or defaming negative reviews impact a B&B’s placement on the index. Nevertheless, TripAdvisor seems comfortable about being protected against libelous statements made on their site, and there seems to be no satisfactory resolution for innkeepers who find themselves victim to false statements that get past TripAdvisor’s fraud detectors.

TripAdvisor espouses a zero tolerance policy for fake reviews, which is admirable, but we know the system is far from foolproof. They espouse the policy on the very page where a member is to leave a review. I encouraged the staff to consider an equally-grave warning about zero tolerance for false or malicious reviews. There is a difference between a fake review (someone who never had an experience with the B&B) and a false, malicious review (an embellished or untrue negative review). But if members are protected behind the shield of anonymity from accusations of libel, such a new warning will not likely see the light of day. Nevertheless, I think TripAdvisor could do much more to protect owners of hotels and inns from actual libel, rather than leaving them hanging in the wind and exposed to defamation.

Regarding the management response system, TripAdvisor often encourages innkeepers to use this tool as a means of completing the picture a member half-painted, as well as a means for engendering a positive message about the B&B. My opinion is that the current set of rules and system of scrutiny should be loosened up, and innkeepers should be allowed more latitude in saying what they want. They should be allowed to criticize TripAdvisor policies (which is not allowed in a management response), and they should be allowed to make comments about the reviewer as they see fit. On one hand, I know some innkeepers will go too far and write things they probably shouldn’t (in the heat of the moment), but I still think it’s the right way to go, assuming the rules for reviewers don’t change. Some TripAdvisor staff seemed to think it was reasonable to allow management or reviewers to criticize TripAdvisor policies; after all, I said, this is all about Web 2.0 and transparency, right?

I asked if a B&B’s Popularity Index ranking is altered when an owner leaves a management response. While they do not reveal the “secret sauce” of the index, they said no. I think leaving a management response is certainly a good idea, but it doesn’t help one’s ranking. Many innkeepers feel they do not want to “dignify the negative review” with a response; I think they are doing themselves a disservice by staying quiet. A reasonable, well-worded response can show potential guests there is a caring, conscientious innkeeper at this business, and a response can help complete the real story. The review is only half the story, but visitors to TripAdvisor may think it’s the complete story in the absence of a response. Innkeepers would really be helping themselves by completing the story.

Lastly regarding conflict resolution, I suggested a new procedure for the TripAdvisor staff to consider. Because a review can quickly impact a B&B’s ranking and reputation, innkeepers should be notified by email immediately when a new review is posted. If a negative review is posted, and the innkeeper believes the review is fake, false or fraudulent, there should be an opportunity for an appeal (and here’s the important part) during which time the review is immediately removed from the site until the appeal is settled. The innkeeper should have an opportunity to contact the reviewer through the TripAdvisor messaging system without revealing the reviewer’s identity (not unlike what buyers and sellers can do on ebay), and inquire about the review. Maybe the reviewer was quarrelling with his wife during a stay at the B&B and took it out on the innkeeper with some false or misleading accusations. Would a cooling off period and kind inquiry from the innkeeper allow for a more accurate review? What if the reviewer misstated some “facts” about the B&B? What if the innkeeper had good reason to believe the reviewer never stayed at the property? I call this an “abeyance period.” Hold the review in abeyance until the matter has a chance to be settled offline. It’s important that it get settled offline before the review impacts a B&B’s reputation and ranking, because a negative review can cause an immediate financial (and possibly undue) impact on the B&B. I think that is the right thing for TripAdvisor to do, if they truly want to facilitate a fair and balanced system. There should still be an appeals process through which an innkeeper can request that TripAdvisor consider removing a review based on factual errors or other breeches of the rules, so it’s not completely up to the reviewer if a review is changed or removed. It’s just not fair to an innkeeper that a possibly unfounded, false or fake review can immediately be posted for the public to see – and stay there for many weeks – until an issue is resolved. Kaufer seemed to think this was a reasonable idea, yet it would take a while to implement such a change. Nevertheless, this is an idea I will continue to advocate.

Closing
To those upset innkeepers who were hoping for blood to have been spilled, it didn’t happen. Certainly there are some very serious issues here that greatly impact the livelihood of thousands of innkeepers, and we are taking them very seriously. At this stage in the game, we feel it is important to work with the leadership of TripAdvisor. They need to understand the disproportionate impact their site has on our sector of the lodging industry, so that policies, procedures and functionality is not built without adequate awareness of our needs.

As you see, there are many issues on the table, and I tried to cover a lot of ground in little time. For those issues that seemed to be met with relative agreement, I will keep those on a short list for hopeful change sooner than later. I will continue to represent the needs of innkeepers on all other matters with TripAdvisor and report progress or outcomes to the membership as they happen. I am an advocate for the innkeeping industry, yet I think it’s important to look at these issues from the perspectives of those in our industry, TripAdvisor and consumers. What I seek is fairness and what makes good sense considering all players in this online review phenomenon. After all, we know TripAdvisor has brought new business to inns all over the continent (how many innkeepers have been told, “We saw your reviews on TripAdvisor…”) from the millions of visitors they get, yet we know how unfair practices can cripple a business. The end result is to make sure that not only do we not get lost in the TripAdvisor world, but that we are treated fairly. While in the grand scheme of things we don’t deliver much money to TripAdvisor or their commerce partners like Expedia, we certainly deliver eyeballs to their website. That undoubtedly makes us deserving of some attention and changes. It’s too important to innkeepers to put something like this on the back burner.

Jay Karen
President & CEO

Guest Blogger Writes About View Into Innkeeping

2008-09-30T10:52:00.005-04:00

PAII staff members, Michele McVay (Director of Education and Events) and Ingrid Thorson (Marketing and Communications Manager), recently spent a day with Kathryn White of the Beechmont Inn in Hanover, PA. The purpose of their trip was to get a sneak peek into the life of an innkeeper. I asked Michele to chronicle the day for our blog readers. The photo to the right is of Ingrid, Kathryn and Michele. - Jay Karen, PAII President & CEO

Michele wrote…

The trip to Hanover, PA near Gettysburg started out with much frustration, two lanes shut down at the Ben Franklin Bridge, two mile back up, and running late already from dropping my screaming one year old off at daycare. I finally make my way to Ingrid’s on the north side of Philly and after picking up my second much needed cup of coffee from Dunkin Donuts we are finally off. It just takes minutes on the Pennsylvania Turnpike to be removed from the sounds, smells and traffic of the city. I take a deep breath and exhale, glad to just sit back and let Ingrid drive. We stop along the way to pick up a bottle of Pouilly-Fuisse, we couldn’t possibly arrive without a gift and we may all need a drink after our host lets us in her kitchen.

The drive to Hanover went quickly, with Ingrid and I laughing and sharing stories and nervously sharing our trepidation about what Kathryn will think of our cooking skills or rather lack thereof. Kathryn, of course, is Kathryn White, long time PAII member and innkeeper extraordinaire of the charming and impressive 1830’s, 5,000 square foot federal, 7-room Beechmont Inn. We arrived safely to be greeted by the very hospitable Kathryn and were put to work almost immediately.

One of our first tasks was to make cookies for the guests for afternoon snack. Kathryn mistakenly thought Ingrid and I wouldn’t need a recipe to make such a simple snack, but no. Ingrid and I worked as a team, blending the ingredients, learning how to use a mixer for the first time and delicately doling out each clump of dough which eventually would turn into warm mint chocolate chip cookies, but low and behold all good things must come to an end.

I reach down into the oven to pull out the perfectly golden cookies only to lose part of my grip and in slow motion the yummy cookies jumped to their death on the bottom of Kathryn's beautiful Viking-esque stove. Luckily the collapse only caused 5 mint chocolate chip cookie deaths. I proceeded to scrape the remains out of the bottom of the oven for the next half hour. Luckily this wasn’t the only batch and we had enough for the guests who were staying that evening.

All the guests had checked in by about 6pm although I am told that arrivals can oftentimes be at all hours of the afternoon and well into the evening.

The rest of the day included being shown around the Beechmont, meeting Kathryn’s dear husband Tom, and asking her so many questions about innkeeping, her experience, her previous life and what led her to the profession of innkeeping, that she ended up with laryngitis!

Our day came to a close around 9pm and we retired to the wonderfully comfortable Hawthorne Room exhausted, and wondering how Kathryn does it. Ingrid and I had only experienced a small handful of guests let alone a full house! It begins to dawn on me that Ingrid and I actually had it easy.

The alarm clock blurted out of the still and quiet darkness far too early. “It couldn’t possibly be 5:45 a.m." I thought; it still feels like the middle of the night.

One of the guests had an early morning meeting an hour away from the inn, and Kathryn being the accommodating person she is, of course, agreed to have breakfast ready for our guest at 7:30am so he could promptly be out the door at 8:00. No pressure for Ingrid and me, who had been asked to come up with the menu or at least the recipe for the breakfast entree and actually make it. Mind you breakfast at my house includes nothing more complex than Eggo’s, and we had committed to making stuffed French toast. Now I know all the innkeepers are scratching their heads right now wondering what’s so difficult about that, but for two kitchen novices it was like taking the SAT.

Kathryn was nothing less than a whirling dervish in the morning, the epitome of organized chaos, yes an oxymoron, but somehow the only description I can offer. This was Kathryn’s element, and she even offered us coffee before we started…bless her. She whipped up refreshing fruit smoothies, baked pears with brown sugar, scrambled eggs with fresh herbs from her garden while Ingrid and I, rather reminiscent of Lucy and Ethel, jointly put together the stuffed French toast (admittedly with secret ingredients Kathryn offered us that made what was delicious even better). I felt like we had been admitted into the secret sorority of breakfast chefs. I thought I couldn’t wait to get home and whip up something similar for my own family. I think my husband would be so impressed jewelry might be involved.

We had a couple of other guests at 8:30am, and like our early morning guest, we received the best thanks ever…a clean plate.

We departed around the same time we had arrived only 24 hours before, although it seemed like a lifetime since we had arrived…we left Hanover with a new found appreciation for every innkeeper, not that I didn’t have respect for the hard work and life-choice before, but with a deeper understanding of the kind of person who is compelled to take on this incredibly demanding and rewarding profession. This is HARD WORK and anyone who isn’t up for the challenge obviously would not last long. Kathryn expressed the need to have some semblance of balance in your life to keep from getting burned out, but in a short period of time I came to the realization that it really takes a very special person with a certain kind of drive to take this profession on and succeed. I’m frankly humbled. I’m left with the desire to work as hard for the members who make up this association as innkeepers do for their own guests.

We just hope to be invited back again. It always feels wonderful to have made a new friend.

Congrats Green B&Bs!

2008-09-24T14:05:00.004-04:00

I just noticed this MSNBC/Forbes Traveller article on some of the top "green" hotels in America. The piece highlights 14 properties; among these properties are four bonafide B&Bs. Nice work innkeepers! We can all draw inspiration from them.

Ray and Kristie Rossett
Lookout Point Inn
Hot Springs, Arkansas
*Kristie is on PAII's Advisory Council. Way to go, Kristie!

Neeraj Kebede and Vicki Schomer
Asheville Green Cottage
Asheville, North Carolina

Los Manos B&B
Buena Vista, Colorado

Charlene Torchia & John Huffaker
Journey Inn
Maiden Rock, Wisconsin

WHYDFML?

2008-09-04T10:12:00.012-04:00

That’s not a typo. It's just a long acronym. It stands for “what have you done for me lately?” I suppose we’re not always best at tooting our own horn, but we have some fantastic things going on I want to share with everyone – a few things we’ve already announced and others that will be news to members. As I travel to state association meetings throughout the country, I’m often asked by non-members (including many former members) about what PAII is like today and what we are doing. Similarly, when we talk to busy members about renewing their membership, we find many have been too busy to really pay attention to what’s happening. You pay dues to PAII – so you should know what’s happening. Here’s a short list of what’s happening now. There’s a lot more in the on-deck circle, so stay tuned for more!

Prescription Drug Program

Soon PAII members will be receiving in the mail a letter and two cards that give you access to discount prices on prescription drugs at nearly all major pharmacies. We know being self-employed doesn’t always afford you the best health coverage, including many times weak or no pharmacy coverage. With this card, you and your family can enjoy attractive savings. If you don’t want to wait for the direct mail piece, simply go to http://www.sunrxdiscount.com/paii to print your own card now. At this web site you can go ahead and check the prices you’ll pay for your prescriptions – both over-the-counter and mail order. This is not an insurance program, but rather a nationwide discount program. If you have good prescription coverage, this program might not benefit you – but do yourself a favor and check it out! I’ve been using the card myself, and have enjoyed the savings.

IQ Circulation

Beginning this January, Innkeeping Quarterly magazine will be circulated to all innkeepers throughout the United States, not just PAII members. To date we’ve been sending this leading trade publication to members every quarter, as well as a different group of 3,000 non-member innkeepers. The advertisers want the greater reach, and we believe the entire industry should be reading the timely content in this publication. We’re looking for a few good writers! If you have significant writing experience and want to contribute to the industry’s only trade magazine, please email Ingrid Thorson at ingrid@paii.org

Research Project Open to State Associations
Every two years, PAII has published the Industry Study on Operations and Finance, which contains valuable data on average daily rates, occupancy, profit and loss and much more. We’re making two important changes to this study. First and foremost, we have worked out an arrangement with our research partners, Industry Insights, to assist any interested state association in publishing a state-level report. The California Association of Bed and Breakfast Inns (CABBI) is the first to jump on board. For about 5% of the cost of the national study, participating state associations will have access to their own comprehensive report. This should make the benchmarking process much more valuable for all innkeepers. If you’re a board member of a state association, and you’re interested in learning more, please contact me at jay@paii.org. The second important change to the study is that we will start collecting data on a quarterly basis, so that we can report on quarterly business in our industry. The hotel industry collects and reports on data every month. We can do better than every two years! So, when the quarter is over, PAII will be asking for a few measurements every quarter, such as revenue, rate and occupancy. We guarantee that all data collected will remain 100% confidential.

Engaging TripAdvisor for Innkeepers

As you hopefully know by now, I have an important meeting lined up on September 17th with the senior leadership of TripAdvisor. Over 250 innkeepers have shared their TripAdvisor stories, grievances, praises and criticisms with me. I am currently processing all of this information and will be going to the top of the ladder with these matters. As I have said before, the impact of TripAdvisor has been the quintessential double-edged sword. Many innkeepers have benefited greatly from the free exposure and positive reviews. But just as many innkeepers seem to have been burned by fraudulent negative reviews, unresponsive customer service and just plain extortion by customers wielding the threat of a negative review. I believe it is our responsibility as your trade association to represent your voice on matters that impact your business so greatly.

Lunchtime Learning Webinar Series
In less than two weeks, at 2:00 p.m. EST on September 16th, PAII will host our first “webinar” in our new Lunchtime Learning Webinar Series. The topic will be “Converting Callers and Walk-ins to Guests,” presented by PAII favorite, Don Farrell. We know many of you cannot make the Innkeeping Conference every year to take advantage of the great education, so we will bring to you and your inn some popular topics every quarter. All you need is 60 minutes, a phone line (to hear the speaker live) and internet access to view the PowerPoint presentation – all live. Go ahead and register for the first one by logging in to Members Only. Other upcoming topics include getting more mid-week business travelers, changing your marketing during a tough economy and time management strategies.

Media Support
And just a final tidbit of information, since we oftentimes forget to let members know that we frequently talk to the press on behalf of the bed and breakfast industry. These past few months have been busy with media requests for interviews and information. In addition to talking with reporters from several regional and local newspapers in several states, we have helped writers with their stories at Conde Nast Traveler, Everyday with Rachel Ray and Inc. magazine. We do our best to provide helpful and relevant information, as well as portray a positive image of our industry.

I welcome your thoughts on any or all of the above. Again, we have a number of other projects in the works not mentioned here, including a new PAII web site and database and some wonderful marketing tools to help you with getting more “heads in beds.” Rest assured that the PAII board and staff are working hard to both serve your needs and lead the way on important matters.

With best regards,

Jay

Your Chance to Review TripAdvisor

2008-08-07T11:18:00.006-04:00

The presence of TripAdvisor in our marketplace is the definitive double-edged sword, and a very sharp one at that. On one side of the sword you have the opportunity for exposure to millions and millions of visitors to their web site, and the chance for potential guests to read glowing reviews from REAL PEOPLE who stayed at your inn. And you don’t even have to pay membership fees or a commission on bookings! If you have frequent and recent positive reviews, you might even get a high ranking in your marketplace. Nothing like being able to say “Ranked #1 by TripAdvisor in XYZ City” on your web site. On the other side of the sword you have the frustration and fallout of negative reviews (real, embellished or just plain false – many times with no recourse). There are features of the site (both obvious and subtle) that move visitors away from properties that do not share a piece of the revenue with the triumvirate of Expedia.com, Hotels.com and/or TripAdvisor, and towards properties that do (by-and-large hotels). And how many of you have been simply threatened with negative reviews on TripAdvisor? A double-edged sword indeed.

TripAdvisor has been lightly involved with PAII, having attended our 2007 convention in Myrtle Beach as an exhibitor and speaker, and sending a representative to participate in our State of the Industry panel discussion at the 2008 event. I’ve had some chats with their senior staff about various issues from time-to-time. Recently, though, I approached TripAdvisor about having a better working relationship. After all, there are over 15,000 B&Bs and inns on their directory (we help bring traffic in their direction), and their impact on our industry is indisputable. I shared with the membership that I have been intending to step-up PAII’s dialogue with TripAdvisor. I’ve received several different opinions on the way in which we should or should not deal with TripAdvisor, ranging from organizing a class action lawsuit to seeking an official advisory position among their leadership. I’ve been advised that we should become close allies with them, as well as criticized for giving them more significant deference than the online review sites born in our own innkeeping industry. While the best path forward hasn’t been cleared yet, there is no arguing against the need for someone to represent the interests and concerns of our industry with TripAdvisor.

TripAdvisor has a power-grip on the online review phenomenon in the lodging industry, but there are indeed other players. BedandBreakfast.com has a robust online review system, and BnBfinder.com and iloveinns.com have opportunities for guests to leave reviews of properties listed with their directories. While I hope we don’t see more and more online review programs in our industry, thereby further frustrating innkeepers (who seem to have enough trouble suggesting guests leave reviews online in the first place), I do think innkeepers would do themselves and this industry a favor by supporting the review programs of online B&B directories. It wouldn’t take much to include links in your thank you emails and on your web sites to your review pages on BnBfinder.com, BedandBreakfast.com or iloveinns.com. Your most satisfied customers might want to leave positive reviews all over the internet, and your potential guests may want to read reviews on sites OTHER than TripAdvisor – so help them out! Plus, competition can be a good thing.

I now need to hear from you – the innkeepers. I have a meeting scheduled with senior leadership at TripAdvisor, including CEO Stephen Kaufer, on September 17th at their office in Newton, Massachusetts. This is an opportunity for us to share the legitimate concerns you have with their website and online review system. Our objectives are (at minimum) to be sincerely heard, and (ideally) to cause real changes to those things that knowingly or unknowingly put B&Bs at a disadvantage. I’m asking you to share your thoughts with me. Tell me your stories – the good, bad and ugly – about how TripAdvisor is impacting your business. Tell me what faults you see with their system. Tell me what reasonable changes you think they should make to their web site. Please click here to share your thoughts with me; I will read every entry.

If you have any thoughts you’d like to share more publicly, feel free to leave additional comments below or on the PAII Forum. But please don’t bypass the online survey. I already have a list of issues, but would appreciate hearing more. I believe acting on your behalf is an appropriate and natural role for PAII. You can bet this will be a topic of frequent conversation in our community, and that we’ll offer plenty of chances to share and learn about the online review phenomenon at the upcoming Innkeeping Conference & Trade Show. We have some great people in our backyard who seem to have mastered the online review game. Step off the sidelines and join the conversation!

Wishing you a bountiful summer,

Jay Karen
President & CEO

Innkeeping New Orleans Style

2008-07-29T12:38:00.009-04:00

I spent four and a half days in New Orleans last week, attending and speaking at the Louisiana/Mississippi Bed and Breakfast Conference. It was a fantastic event. The innkeepers I met were among the most hospitable I've met in all my travels. The conference content was great. The city is back in business. All-in-all, a well-rounded experience.

I was hosted by innkeepers Joe and Bebe Rabhan of the Avenue Inn Bed and Breakfast on St. Charles Avenue, and got to spend some quality time with Bonnie Rabe of The Grand Victorian, Patrick and Karma Ashton of Ashtons B&B and Jess Beaty of the Five Continents B&B. What great people. I don't think I have ever eaten as well in four short days as I did on this trip. Have you ever had a deep-friend Poboy at Jacque-Imo's? All I can say is that I'm still recovering. Some of the best dining experiences I've ever had have been in in New Orleans. A sincere thank you to all the great people I met! And a big thank you to all the innkeepers who joined PAII at the event.

Yours truly joined by Bonnie Rabe, president of LBBA and owner of The Grand Victorian B&B in New Orleans, LA, Colleen Small, president of BBAM and owner of the Cedar Grove Inn, Vicksburg, MS, and Patrick Ashton, president of PIANO (Professional Innkeepers Association of New Orleans) and owner of Ashton’s B&B in New Orleans, LA.

The conference organizers invited me to participate in a Habitat for Humanity project out in Slidell, LA. I had the good fortune of working side-by-side Sharon Vennan, executive director of the Louisiana B&B Association, and Susan Sweeney, an internet marketing expert and speaker (often seen at recent PAII events). The invitation motivated me to attach a charitable element to the upcoming Innkeeping Conference & Trade Show, so stay tuned for that. There's nothing like installing roof trusses with my peers in the innkeeping world! I had a great time and was so happy to have had the opportunity to contribute in a small way to the rebuilding of some of the areas hit hard by Katrina.

Sharon and I used old fashioned and modern tools to get the job done.

Can you tell that I love New Orleans?

I've got to add that I was looking at the Bed and Breakfast Association of Mississippi web site, and thought this was a great feature on their site. Other state associations should consider something similar. It's their "See Mississippi on One Tank of Gas" promotion, where you can enter your zip code and search for B&Bs within a half or full tank of gas. You plug in the zip code, number of gallons in your tank and the average miles per gallon. Pretty cool.

I am looking forward to attending the upcoming Hospitality Association of Texas and Florida Bed & Breakfast Inns Association meetings.

Kudos for Innkeeping Blog

2008-07-16T11:30:00.005-04:00

Associations Now is the magazine published by the American Society of Association Executives (yes...the association for associations), and covers all the latest trends and progressive thinking in association management and leadership. I was flipping through my July issue (ignore the scary cover photo), and did a double-take when I came to page 19. The magazine is featuring three blogs written by association CEOs, and one of the three is this very blog! I had no idea this was going to be in the magazine, so I was pleasantly surprised.

Thanks to all our loyal fans, readers and commentators out there (you are out there, right?) for following this blog. I'm soon going to be upgrading my BlackBerry to one that has a camera in it. I've come across so many opportunities recently to take photos of good and bad things that I want to blog about. Stay tuned!

Jay

A Few Good Messages

2008-07-10T09:15:00.003-04:00

Kudos to our friends at BedandBreakfast.com, bnbfinder.com and ILoveInns.com for their efforts in trying to stimulate some traffic in our industry's direction with recent PR efforts.

BedandBreakfast.com's release focuses mostly on why a stay at a B&B is more valuable than a stay elsewhere. In particular, I liked how they draw attention to the "free" value-added services, which would not likely be free when staying at a hotel:

Free breakfasts for two (all B&Bs): $25
Free Wi-Fi access and/or guest computers (nearly 90% of B&Bs): $10
Free afternoon refreshments, wine and cheese and/or evening dessert for two (94% of B&Bs): $20
Tip-free help with luggage and concierge services (over 65% of B&Bs): $5
Free local telephone calls (75% of B&Bs) plus free long distance calls (25% of B&Bs): $5
Free parking (over 95% of B&Bs): Up to $25

bnbfinder.com helped to jump start industry promotions recently that focused on saving gas. The "One Tank Trip" promotion is a neat idea, reminding people that a commute to a wonderful vacation spot doesn't have to cost a lot of time or money. I particularly like how they listed the number of B&Bs within about a half-tank drive (175 miles) from some major destinations. It's amazing that over 400 B&Bs are within a half tank from Boston.

Their efforts have paid off with a good bit of media pick up. Check out media results from BedandBreakfast.com and bnbfinder.com.

A press release from ILoveInns.com also highlights the soaring gas prices and how staying at B&Bs can be a great choice for saving at the pump. I like the term "staycation" as the idea of staying closer to home, but still vacationing (that's very appealing to folks like me with little children staying at home with the sitter while we're away). Who coins phrases like "staycation"? I really like the Thomas Shephard Inn promotion they spotlight, which pitches the idea of parking your car at the inn and leaving it parked there until you're checking out, because there is so much to do within walking or biking distance of the inn.

Innkeepers should follow their lead and develop your own message on why staying at your inn is a fantastic value versus alternatives...and if you can come up with creative ways to show potential guests they'll save on gas by staying at your inn, I think an email marketing campaign would be timely! Take the guess work out for your customer.

Happy Summer.

Jay

PAII Position Statement on Online Reviews

2008-06-11T11:47:00.007-04:00

As most of you know, the advent of the online guest review has made a big impact on our industry. Some days, as our board chairman says in today’s press release, it feels like the “Wild West.” Innkeepers are fearful of the impact of negative reviews, and at the same time enjoy the glow of positive reviews. Many inns, which had been heretofore hidden gems, might now be discovered on account of online guest reviews.

Our industry has been accused of being a place where fraudulent review-posting is more likely to happen than in the hotel market. PAII’s own keynote speaker at our conference suggested innkeepers leave positive reviews of their own properties, which was a shock to us as well. Innkeepers complain to us about how TripAdvisor ignores the needs of our industry. There are features and policies within the review sites that may or may not meet the needs of innkeepers, our guests and the industry at-large.

In the midst of what sometimes feels like chaos, the PAII Board of Directors felt it necessary to offer a public statement on the ethics and use of online reviews. I believe the press release and position statement explain how we are feeling, as well as provide some guidance on the matter. You should look to PAII as a both resource and voice for innkeepers. In that light, I encourage you to give us your opinions, stories, grievances, at-a-boys, etc. We want to hear from you, so that we can continue to be a valuable resource, as well as carry your message to those that have a big impact on our industry. Leave your comments on this blog, or the PAII Member Forum. The press release and statement are below.

Thank you for allowing us to serve and lead,

Jay

_____________________________________________________

For Immediate Release
Contact:
Jay Karen, President & CEO
Professional Association of Innkeepers International
jay@paii.org
856-310-1102 phone
856-310-1105 fax
www.paii.org

Innkeeping Association Urges Ethical, Fair Behavior for Online Review Systems

Haddon Heights, NJ, June 11, 2008 --- The largest international association of innkeepers is promoting standards to ensure fair and ethical use of online guest review systems -- one of the fastest growing segments of so-called "social media" on the Internet. The Board of Directors of the Professional Association of Innkeepers International (PAII) is calling on its members to adhere to the highest ethical standards, for example to not offer incentives to guests for posting a review. Similarly, PAII is asking the companies that provide online review systems to respond fairly and in a timely manner when innkeepers complain to them about false or misleading reviews posted about their properties.

In just a few years, online review systems have dramatically changed the way millions of people plan their travels. The web-based technology used by TripAdvisor.com, BedandBreakfast.com, and other companies enables leisure and business travelers to read first-hand reviews by other travelers of their experiences at hotels, inns, bed and breakfasts, resorts, and restaurants.

“The widespread use of online guest reviews is a fairly recent phenomenon, and many innkeepers feel at the mercy of exceptional situations, rather than what systems seem to be designed for – honest feedback from guests. The systems most widely used by B&B guests try to prevent fraud and unethical behavior, but they are not fail-safe,” said Jay Karen, PAII’s President and Chief Executive Officer. Karen said most of the problems he hears about from innkeepers involve mean-spirited, false and misleading reviews posted by guests, and the occasional difficulties experienced by innkeepers when pursing an expedient method of addressing problems. In a few cases, innkeepers have discovered false reviews posted by their competitors. “There have been media reports and assumptions that owners and managers of smaller independent properties, like bed and breakfasts, are somehow more prone to circumventing the rules of these sites. While this is not true, we want to set the record straight regarding the ethical standards this industry supports, and this statement articulates our position.”

PAII’s position statement addresses the appropriate decorum which innkeepers should follow. In addition, the statement covers what the association’s board feels is “fair play” for the sites that offer opportunities for guests to leave reviews. “False negative reviews on these sites can definitely color a potential guest’s likelihood of making a reservation, and we want to encourage administrators of these sites to rapidly address grievances and reports of fraudulent activity,” says Karen. “Lost business is a very serious matter, especially if you’re an innkeeper with only 5 rooms in your inventory.” Karen reports that the systems are generally working well for innkeepers, but that singular incidents of indiscretion seem to disproportionately impact innkeepers, who have reported grievances to the PAII office. “The leaders in the business of online reviews are TripAdvisor, which promotes its services to the general traveling public, and BedandBreakfast.com, which specializes in our industry. Innkeepers and guests should avail themselves to all reputable sources, but sites that demonstrate a deep understanding of the B&B marketplace are going to be most helpful when travelers are looking for the special experience offered by a stay at an inn or bed and breakfast.”

“While there have definitely been transgressions in any industry that has online user reviews, we believe the rules established by these web sites are only one piece of the puzzle,” says Debrah Mosimann, PAII’s board chair and owner of Swiss Woods Inn in Lititz, Pennsylvania. “It’s important for an industry’s representative group to establish its own benchmark of appropriate conduct. In many ways, these web sites are doing a great service for our industry by bringing to light matters that innkeepers need to address at their own properties, and yet also giving exposure to hidden gems in our industry that might otherwise have gone unnoticed. Some days it seems like the Wild West out there with user reviews, and we hope to provide a little bit of guidance to the stakeholders in our industry – the user review sites and the several thousand innkeepers who deliver the experiences being revealed for the public to see.”

PAII's position statement, while not an official code of ethics, is intended to address a current matter of importance in the innkeeping industry.

Contact:
Jay Karen, President & CEO
Professional Association of Innkeepers International
jay@paii.org
856-310-1102 phone
856-310-1105 fax
www.paii.org

About PAII:The Professional Association of Innkeepers International is the innkeeping industry’s trade organization, representing owners of bed and breakfasts and country inns. PAII provides education, communications, public relations, networking, and research services to its membership and the greater industry. PAII hosts the world's largest annual gathering of innkeepers, the Innkeeping Conference & Trade Show, and publishes the industry's leading trade publication, Innkeeping Quarterly (IQ).

# # #

Professional Association of Innkeepers International (PAII)

Position Statement on the Ethics and Use of Online Reviews

PAII, the professional association for owners of bed and breakfasts and inns, believes online travel reviews can be a useful source of information for both travelers and innkeepers. Research shows that travelers are far more likely to trust an evaluation or review of a product or service by a fellow consumer than a paid advertisement by the manufacturer or service provider, or even reviews from professional journalists.

Unfortunately, the review process is susceptible to dishonest acts: "good" or positive reviews can be posted by friends of lodging properties or by the properties themselves. And "bad" or negative reviews can be posted about a competitor, or travelers can post negative reviews based on misleading information, a misunderstanding, or an unwarranted grudge. While the review sites themselves have a number of mechanisms intended to prevent dishonesty, these mechanisms are not foolproof, and unscrupulous individuals or businesses will look for ways to bypass the safeguards.

First and foremost, PAII does not support any kind of false or deliberately misleading reviews, whether positive or negative. Reviews should be posted only by guests who have stayed at a property. Inn management should be able to respond to all reviews, with responses posted promptly alongside the corresponding reviews. A guest should be allowed to submit more than one review for each visit to a property during the course of a year, or at minimum be able to update older reviews with relevant new information.

PAII also supports, and will strongly pursue, effective and balanced online review systems for proper monitoring of reviews and responses to complaints of misuse. Expedited responses to innkeeper grievances are paramount, because unresolved matters could result in lost business.

Innkeepers should solicit feedback from their guests, both during and after their stays. PAII also believes it is appropriate for innkeepers to encourage guests to post independent reviews. However, it is not appropriate to offer incentives for them to do so.

The internet and its many utilities will continue to grow and change. PAII and its members will grow and change as well, and in the process, maintain high standards of honesty and integrity.

Adopted by the PAII Board of Directors
June 6, 2008

The Economy

2008-06-02T11:27:00.000-04:00

Someone shared with me that he had seen a sign in a storefront that said, “I hear there’s a recession going on. I choose not to participate,” or something like that. That is the ultimate in being “bullish” on the condition of the economy, but I like it. I’m not one to be a Pollyanna about things, but I do appreciate the optimism. I think many people will see themselves as victims of the economy and won’t do anything but take whatever changes may come their way. That is a recipe for struggle. When I think about the statistics and market research that I see coming out of the travel industry, I tend to be optimistic about innkeeping.

Emotional Needs
People just aren’t willing to give up their vacations. American workers receive the fewest vacation days per year among the world’s “industrialized” nations. The scarcity of vacation time means, by God, we’re going to take our vacations! That, I believe is true, even when the economy turns a bit sour. Workers have earned the right to relax, travel and tour, and there is nothing to suggest people are not going to take their vacations. Actually, some recent research by one of the travel industry’s leading forecasters, Peter Yesawich with Ypartnership, suggests people are planning to take more trips in the near future. Their research indicates that 16% plan to take fewer trips, but 27% plan to take more trips. In addition, according to YPartnership in research released in May, “six out of ten Americans who are currently planning a trip with their car, truck or SUV this summer will not change their travel plans even with the additional increases in the price of gas.”

Changes in Behavior
Just because people aren’t willing to give up their vacations, doesn’t mean they aren’t going to change some things during a financially tenuous time. I think the bed and breakfast industry is positioned well to welcome the four out of ten who intend to change their travel plans due to the rise in gas prices. Many indicate they will now drive shorter distances and stay for shorter periods of time. Our industry is in the sweet spot for those looking to change their plans a bit. As you know, B&Bs are perfect for the drive-in market, and our bread-and-butter are the two-to-four night stays. If travelers are going to opt out of the week-long, cross-country vacations to the giant theme parks and five-star resorts, I think they’ll opt in for the experiences innkeepers are offering.

Also, the Travel Industry Association (TIA) has reported on trends in travel preferences, most of which fall right in the lap of innkeepers. TIA calls these “markets of future opportunities.” Among the experiences travelers are increasingly seeking, and which overlap the B&B market, are:

Babymoons
Culinary Travel
Destination Weddings
Gen Xers and Millennieals
Girlfriend Getaways/Mancations
GLBT Travel
Medical/Life-Enhancement Travel
Procreation Vacations
Voluntourism

Market Saturation
Anecdotally, I hear there may be fewer inns in the marketplace today than a few years ago. We don’t have any national research to substantiate this, but it’s what I hear when I travel to state and local B&B association meetings. I imagine the likely culprit was the tremendous rise in real estate values during 2002 to 2006, and many innkeepers getting out of the game while sales prices were great. Assuming demand for stays at B&Bs and inns is no different, but supply might be down a notch, one would surmise that existing inns will fair pretty well. It’s simple supply and demand.

This is what I’m seeing from a 30,000-foot perspective. What is your take on the economy and what’s happening where the rubber hits the road? I welcome your stories and comments.

Blogging for Blogging's Sake

2008-05-19T22:00:00.006-04:00

I just had to laugh when I was given this comic last week by Liza Simpson, one of PAII's esteemed aspiring innkeepers and Advisory Council members.

When I was in Albuquerque, New Mexico, a couple of weeks ago, listening to a talk about blogging, an experienced innkeeper piped up and vented a bit of frustration. He thought it was a bit ridiculous that innkeepers had yet another responsibility to add to the list, and in this case, to appease the Google Gods. It seems that blogging (the right way) can give your web site a nice boost in the optimization game.

I'm personally a big fan of blogs and blogging, but I had to give a nod to that innkeeper. Blogs done right have to be maintained. They can't be just a mirror of the content on your web site. If you don't enjoy writing, then blogging will surely seem like a chore. I understand the frustration of having to spend time on another task to make sure you're staying ahead in the SEO and marketing rat race, when in the end it's really about the customer experience. While innkeepers can grasp a good understanding of the internet, most innkeepers don't have the time or wherewithal to cover all the bases.

When blogs first came on the scene, my impression was that they were ways for individuals to have a voice in the world wide web. It was refreshing, and a bit unnerving, that anyone with access to the internet had a means of expression. Over time, blogs turned more into a vehicle for dialogue than just an opportunity to read someone's diary online. When reading the editorial pages in newspapers growing up, I always wanted the ability to respond to many "letters to the editor" when I agreed, disagreed or wanted to offer a different perspective. To me, the highest and best use of blogs are just that - one person's perspective and thoughts, followed up by comments from visitors. I visit blogs not only to read the author's words, but to read comments. Much of the value of blogs comes in the comments.

So, I ask myself, "why should innkeepers blog"? I'm certain every innkeeper doesn't need to have a blog for blogging's sake. Don't feel sucked into the world of blogging just because it may help boost your optimization results. Only do it if you feel like you have fresh and interesting content to offer your blog visitors, and if you (at minimum) somewhat enjoy writing. Avoid making your blog an extended commercial about your inn, although it doesn't hurt to link back to your inn's main web site in tasteful ways. Pick topics that may or may not be directly related to your inn, but make sure the topic is of interest to YOU. You will avoid writing on your blog, if you are not interested in what you're writing about.

A visitor to your blog will immediately see if you enjoy blogging or not - so don't dive in without a commitment to it. And, have a little fun with it. Post neat pictures. While you want to present a formal and professional image of your inn, allow the blog to be a place where your words turn towards the casual side of things. Give some information that visitors will find interesting and helpful. Ask yourself, "What can I write about or share that would have my visitors coming back for more"? I can bet you that guests who fell in love with your inn will love to visit and get updates on your blog. But remember - don't do it solely for the purpose of putting another marketing arrow in your quiver. You will undoubetdly avoid it, and the worst of blogs are the ones ignored and abandoned.

Here are some examples of blogs (some very new, some that have been around a while) that are promising. To me, it seems there are some innkeepers behind these blogs who dig blogging.

http://www.innbrattleboro.com/

http://blog.whitegate.net/

http://www.lookoutpointinn.com/blog/index.html

Also, I would suggest you utilize the Feedblitz tool. It's free. This allows people to subscribe to your blog, meaning they will get emails when your blog is updated. Without a tool like this, blogs are very passive. Visitors have to think about visiting your blog to see if you've updated it. Most blogging programs will easily allow you to add this tool to your blog.

On a side, but related note, I use the iGoogle platform as my homepage when opening the internet. Within this platform, I use Google Reader, which is a window into all the different blogs I want to keep track of. The window displays all the recently-added posts to my favorite blogs. By using this, I don't have to visit all the different blogs I find interesting. The newest posts come to me.

Have you come across any great blogs you want to share with this blog's visitors?

Jay

A Question of Ethics

2008-04-30T12:34:00.002-04:00

Here’s what happened. A ballroom full of innkeepers has gathered. It’s the first morning of the PAII conference. Our keynote speaker, Daniel Levine, is speaking about five social trends that are impacting our businesses. It’s a fresh, forward-thinking message. Then he drops a bomb on the audience.

Levine was talking about the social trend he calls, “Transparency Tyranny.” In brief, it has to do with the phenomenon of consumer-generated content on the internet. In our world of innkeeping, that mostly means online reviews, ala TripAdvisor, BedandBreakfast.com, etc. He gave a few other examples of how Web 2.0 is taking over the internet. One funny, but scary, example was www.rottenneighbor.com, where one can “Locate, Rate and Share Good and Bad Neighbors Before and After You Move.” In the context of this Web 2.0 discussion – and here’s the bomb - Levine suggested to innkeepers that they should essentially “game” the TripAdvisor system by leaving your own reviews of your own properties. In fact, he even suggests innkeepers should leave multiple reviews from different IP addresses or servers, so that TripAdvisor doesn’t catch you leaving multiple reviews. If you didn’t know, that breaks the rules TripAdvisor sets for innkeepers and hoteliers.

Personally, I was appalled. I looked around and wondered if everyone else heard what I had just heard. I didn’t think it was appropriate for me to stand up in the crowd and stop Levine during his presentation, but maybe I should have. The advice he offered was way off base. A few innkeepers walked out during his presentation. I was concerned that he lost all credibility at that moment, and that his main message was going to be lost.

The very next morning at the second general session of the conference, I delivered a formal rebuttal to Levine’s suggestion. I told the gathered innkeepers that PAII neither condones nor endorses what our speaker suggested. I shared my belief that it is perfectly ok to invite your guests to submit reviews of their experience, but within the bounds of good ethics. Apparently I struck a chord, because my comments were met with much applause. It was reassuring to see that the innkeeping community is by-and-large an ethical group of people. Furthermore, the conference was buzzing in the hallways and classrooms with this issue. Again, it was good to see that innkeepers care about doing the right thing and responded with shock to Levine’s comments.

Here’s a question for me to consider: what does PAII do with what happened? First, as I told the conference attendees, we’re not going to lose Levine’s valuable message on social trends. PAII is going to take each social trend and engage our members in a conversation about them. What are you doing now to embrace the trend? What do you think innkeepers can do? What does PAII think innkeepers can do? The five trends shared with us were:

Personalization
Transparency Tyranny
Mobile Everywhere
Women Power
Sustainability

To the issue of ethics as it relates to online reviews, I am going to bring to the PAII Board of Directors the idea of publishing a public position statement on behalf of the innkeeping community about the proper and ethical approach to take with online reviews. The online review phenomenon is relatively young, and in some cases there is a lack of direction and convention. The sites that offer reviews have their own rules, but we believe there should be a statement from the innkeepers too. Online reviews – when done properly or improperly – impact the lives of innkeepers in a significant way. I believe your trade association is the place to host a conversation about these matters, endorse an ethical way of doing business and let the world know what our position is.

In addition, we will step up our dialogue with our friends at TripAdvisor. The two major players in our industry are BedandBreakfast.com and TripAdvisor. In my humble opinion, I think BedandBreakfast.com has done a good job keeping the innkeepers in mind when designing their online review program. On their FAQ page, they even encourage travelers to stay at inns that have no reviews, or even negative reviews. They know very well that a negative review doesn’t paint the entire picture. The content on this page offers well-balanced advice and insight, and I think they will continue to solicit the advice and input of innkeepers as their site continues to develop. TripAdvisor’s scope in the lodging world is much greater than the B&B industry, but I believe one online review on a B&B (especially a negative review) can be more impactful than one review on a hotel. It’s a matter of proportionality, and I’m not quite sure they understand that yet. By and large, their site accommodates and serves hoteliers.

With a much smaller inventory and customer base, B&Bs stand less of a chance of pulling in a high volume of reviews compared to our hotel brethren. The review system works best with volume. It’s just like when PAII conducts a survey; results are more valid when we have 500 participants in the survey, than if we had 50. The overall impression of a B&B or hotel will be more representative of the average customer experience when there are a large number of reviews. While the system is still young and the number of reviews still rather low, I am concerned that guests will more likely disregard a negative review about a hotel than a negative review about a B&B. Instinctively, a site visitor will assume that a couple of negatives review he or she is reading about a hotel are only a couple of reviews among thousands of stays. But, a few negative reviews on a B&B might seem to the untrained eye as more representative of the truth, simply because the inn might only have 4 rooms.

This is only the tip of the iceberg. It’s a brave new world in which we live. I hear from innkeepers fairly frequently about their grievances with the online review phenomenon. What are your thoughts on the ethics issue? What are your frustrations, or stories of how online reviews have benefited your business? I welcome you to comment on the Innkeeping Blog by clicking here.

Global Warming or Not

2008-03-31T09:57:00.003-04:00

What can one say about the environment and “being green” that hasn’t already been said? I don’t claim to be an authority on environmental matters, but I was a junior member of Greenpeace way back in the late 80s! While my motivation to join the high school Greenpeace club had more to do with a certain young lady than my desire to save the whales, I nevertheless joined and learned a little something.

My point with that little anecdote? No matter what your motivation to be “green,” or if you believe in Global Warming or not, it’s a good decision. Let’s review some of the reasons you should consider following environmentally-friendly practices at your inn:

Using less energy saves you money.
Who wants to spend more money running their inn than necessary?

It’s wrong to be wasteful.
We live in one of the most privileged societies in the world, which (in my opinion) breeds a bit of laziness and superfluous consumption. If there is no need to keep the water running, then turn it off. If your thermostats can be programmed to change temperatures during times guests might be away, you should consider taking the time to program them.

There’s a great marketing angle.
Research is showing that consumers are more likely to go with a product or service that is labeled “environmentally-friendly,” even though there is little evidence that they’re willing to spend more for it. Nevertheless, you should get the right light bulbs, service organic foods, use organic inputs in your garden and yard, etc. Seek out a legitimate environmental certification for your property, and wear it on your sleeve.

It’s our responsibility to love Mother Nature
Plain and simple – as inhabitants of a fragile ecosystem, it is our moral obligation to be kind to our environment and immoral to have a net-destructive impact on our world. Do you compost waste from the kitchen? Do you avoid harmful chemicals when alternatives are available?

So, take your pick! Which reason fits best with you today? I’m not going to preach to you which one trumps the others, because in the end, the result is the hopefully the same – having a net-positive impact on our environment.

I believe innkeepers are in a unique position within the greater lodging industry to be allies with our environment. I think guests see B&Bs as woven into the fabric of the environment – probably more than a big-box hotel. Maybe it’s because our buildings have been around longer and have been preserved with great care. Because each individual inn is on a much smaller scale than a 500-room hotel, it might be easier for an innkeeper to implement some responsible practices. There are only two water heaters on which to moderate the temperature. There are 20, not 2,000, incandescent light bulbs in the building to change to fluorescent. There are six thermostats to program, not 500. You get the point.

Even at our comparatively small scale, making these changes can be burdensome. But, how much of life is in some form burdensome? We all take on burdens each day based on what will come for having taken on those burdens. Are any of the arguments above worthy of making some changes? I hope so. What goes around comes around, right?

I welcome your ideas, comments and suggestions.

Jay

More PR for B&B Industry

2008-03-26T15:21:00.002-04:00

Peter Greenberg's office contacted PAII a couple of weeks ago about an article they wanted to post online about B&Bs.

Here's the article.

It's very complimentary of our industry and the product we offer! BedandBreakfast.com also contributed to this piece - thanks guys!

That's two-for-two with Peter Greenberg this month. The first "basehit" was in his interview with Matt Lauer on The Today Show several days ago.

As you may know, Peter is a well-known journalist and authority on travel. You can read more about him and his work by clicking on the photo.

Jay

Great Idea for Innkeepers with Blogs

2008-03-20T09:33:00.004-04:00

Stan and Susan Rosen, innkeepers at Hampton Terrace in Lenox, MA, posted something on their blog that I found interesting - they're coming to the PAII Conference & Trade Show. And they wrote briefly about it in the context of keeping up with the latest trends. I think that's a GREAT thing to let customers know.

Many PAII members put the association logo on their websites to demonstrate a commitment to their industry, which is great. Hopefully it says to your website visitors, "this innkeeper is involved in his or her profession, so this inn is probably gonna be good."

Sharing that you're attending your profession's conference, I think, is taking that one step further...and a blog is the perfect place to mention it.

Nice thinking, Stan and Susan!

Jay

Bad Logo - Get With the Times SW!

2008-03-14T10:15:00.005-04:00

For months now, I've wanted to assume that the logo I see on Sherwin Williams trucks are outdated and have been replaced. It's understandable that if a company changes its logo, that it would take a while for all places where the logo is displayed to change. But, I went to the Sherwin Williams website today and was disappointed to see that the logo I have been seeing is indeed on their website. That's too bad. Take a look at it and tell me what your first impression is?

I've grown up in the age of the late-20th century environmental movement, which has gained considerable steam in the past few years. To see an anachronistic logo like this - to me - just smacks of irresponsibility. Any illustration of the earth, to me, represents the fragile heavenly body itself. Liquid paint involves chemicals, I assume. So, this logo is showing chemicals being poured over Mother Earth. Is my immediate interpretation off base? I know they want to project themselves as a multi-national company that can provide your paint needs no matter where you are on the globe...but come on!

Now, what does this have to do with innkeeping? The Sherwin Williams example is an extreme, but I think everyone in the innkeeping industry can draw a little lesson from this. What about your brand or your experience might not be in line with today's culture, today's expectations or today's "imagery"? Are you conspicuously running an environmentally-friendly inn? Regarding anachronisms, have you made sure your website is "with the times" and provides all that a customer in 2008 hopes to see, rather than what a customer in 1998 hoped to see? Have you begun purchasing and serving "responsible" food to your guests (i.e. organic, locally-grown, "slow" food, etc)? Many innkeepers are leading the way in these areas, and much of this is becoming mainstream.

I'm asking strange questions like this, because I think consumers tend to drift towards companies (big or small) that portray themselves as "with the times" and responsible. Some consumers will even steer completely clear of companies to which they object based on disagreeable corporate practices. I may very well boycott Sherwin Williams (consciously or subconsciously), simply because I don't think the image they are portraying fits in 2008. The logo simply turns me off, so maybe now I'll take a second look at Behr paints. After all, they have an animal as part of their imagery. Animal = nature = good, right?

What imagery, brand or experience are you portraying and delivering? What changes have you made to be sure you are "with the times"? I'd love to hear some of your ideas!

Jay

A Little PR for B&Bs

2008-03-13T15:31:00.004-04:00

In an interview with Matt Lauer this morning, Peter Greenberg gave tips and advice on how to travel on a budget during a distressing time in our economy. Dare I use the "R" word?

You can view the interview by clicking here.

B&Bs are mentioned as an economical possibility for Sunday through Thursday lodging needs.
I'm not necessarily the biggest fan of our industry being presented as an economical alternative, but the fact is most innkeepers do have lower rates during weekdays as part of a yield management strategy. And dollar for dollar, you bet a B&B is a better choice than the big-box guys! If this spurs any business at all for even one innkeeper, fantastic!

My friends at the B&B Team have also blogged about this.

Peter Greenberg's office contacted PAII a few weeks ago, asking for information on staying at B&Bs for a piece they are planning for their website. I will spread the word once (if) something gets posted online.

Jay Karen

The Impact of the Innkeeper

2008-02-27T20:12:00.010-05:00

The guests cancelled on the seventh day out, just in time to get their deposit back – but maybe not in time for you to secure a new reservation. The departing couple complained about the draft in their room. The phone is ringing. You can still hear the drip in the kitchen sink that won’t go away. Your part-time housekeeper called in sick, so you have to turn all the rooms by yourself today. All of a sudden, it’s nine o’clock in the evening and you haven’t had a moment’s rest. Life is tough for an innkeeper! Did you let the stress and frustration seep into your tone with a guest today?

Why do I ask? Recently, I made an observation that I want to share with our readers. Frequently we at the PAII office receive complaints from travelers, who have recently stayed at PAII member inns. They apparently had a bad experience, see the PAII logo on the inn’s web site and feel compelled to let us know about it. Most complaints we get are less about the quality of food, comfort of bed or cleanliness of bathrooms; they feel compelled to put pen to paper or fingers to keyboard primarily due to the way they were treated by the innkeeper. My observation was somewhat corroborated by Bill Oates of Inn Consulting Partners, longtime friend to innkeepers in our industry, in an address to a gathering of innkeepers in Virginia. He took a cursory look at negative consumer reviews on TripAdvisor and BedandBreakfast.com, and noticed most of the complaints centered on the reaction of innkeepers to their grievances.

Most guests will overlook eggs being a little cold or the sight of a dust bunny under the bed. Few, though, will overlook an encounter with someone rude or dismissive – or at least perceived rudeness. With the advent of online reviews, these negative encounters will be publicly aired more and more. I don’t necessarily think our readers need a lesson on how to be polite and accommodating; we all know how to treat guests. The question you need to ask yourselves is – am I letting the professional get personal?

More than any profession I know, innkeeping blurs the line between professional and personal – but there is a line. You live where you work. Most times, your spouse or partner works with you. You use personal funds for business expenses. Sometimes innkeepers get lured over the line to the personal side by demanding guests. A complaint easily appears like an insult. A last-minute, 8 p.m. request for a room seems inconsiderate. Taking the unused soaps is just downright thievery.

The observations both Bill and I independently made indicate that the innkeeper’s impact on a guest’s experience is enormous – maybe more than some of you realize. If you are not acutely aware of your own efforts to deliver great customer service, then it might be time for a little reflection. What’s going on in your life that might cause you to be terse with your customers? Are you getting enough rest? Have you attended any conferences that help you stay fresh on guest relations? Are you still happy being an innkeeper?

No matter how personal you may let things get, the customer is shielded from the harsh realities of being an innkeeper. They do not know how very difficult it is to run a busy inn. Nevertheless, by reserving a room at a B&B, they are expecting something different than what they might encounter at a hotel. They deserve the best possible experience all around, which includes a courteous, helpful and amiable innkeeper. The warmth of the innkeeper is at the center of our brand as an industry. For your own sake and for the betterment of our industry, it is my obligation to bring this discussion to the table – even though these negative guest-and-innkeeper encounters are on the whole few and far between.

I wish you nothing but success and happiness as innkeepers. If you are feeling a higher-than-usual level of stress, I challenge you to pause, take a deep breath and discover again what it was that drew you to this business. What makes you happy? Speaking of happy, Bill also noticed that most positive online reviews left by guests mentioned pleasant interactions with the innkeeper. Commit to delivering the warmth our customers hope for and deserve. That warmth has a way of finding its way back to you.

How do you stay on top of your customer service game? I welcome comments and input.

Jay Karen

Seattle - It's a Wrap!

2008-02-22T11:27:00.012-05:00

So, yesterday morning I thought it happened. I thought that some innkeeper got to Joyce and convinced her to play a practical joke on me. It might have been her interim innkeeper, who suggested that I experience an electrical blackout at some inopportune time, like just before fifteen guests are coming downstairs for breakfast. I was ironing my shirt around 6:30 a.m., when the electricity in my room went out. I’m thinking there is no way we’re going to be able to fire up the oven and serve a hot breakfast. Here is the curveball innkeepers around the country were hoping Joyce would throw. Did she really get up early and kill the electricity, just so I’d face a real challenge? Would she do that to the guests in her house? No way, I thought.

And I thought correctly. When I looked outside my quarters, I noticed the rest of the house was well lit. Something in my room must have tripped the breaker. Thank goodness! But, the effect worked well on me – thoughts raced through my mind about how we would have to improvise to take care of the guests. What was the lesson? Have a back-up plan for breakfast. Had the electricity REALLY been out, we would have scrambled to get something on the table. Possibly fruit salad, granola, etc.

Breakfast went smoothly. For our guests we served a tropical fruit salad, homemade granola and stuffed French toast with orange syrup. One guest requested to come a bit early at 7:45 a.m. to grab her meal for an early departure. She showed up a bit earlier than the appointed time, and we’d forgotten she was coming early. So we had to break our momentum to make sure one of the hot breakfast entrees was ready in a few minutes. It worked out fine. Just another example of the frenetic flow of things.

I’ve decided that some aspects of innkeeping really appeal to my sense of organization and standards. The thought occurred to me as I was placing the coffee mugs at the place settings. I was compelled to make sure that the handles were all pointed in the same direction from the vantage point of the seated guest. I liked seeing how Joyce has her recipes organized in a three-ring binder, each enclosed in a plastic protective sheet. I like how there is reasoning behind some decisions I heretofore would have not considered. For example, in some rooms the beds have six pillows, two of which are in shams. By having six pillows, it is more likely the guests will use the four pillows in the pillow cases and not wear out the shams. If there were only four pillows (two in cases, two in shams), then the more expensive shams would likely see more wear and tear. Standards and good organization help with efficiency, but also help with keeping sanity. And, if there is constant turnover of staff and the use of interim innkeepers, training can be a cinch.

I also learned that positive and immediate feedback is the fuel that keeps you going as an innkeeper. One couple stuck their heads into the kitchen to say goodbye to Joyce and tell her how wonderful their stay was. It is richly satisfying to know you had such an impact on someone’s well-being. Because two seconds later, you’re turning your head back to the kitchen, where you see a room full of dirty dishes. With having just heard that feedback, the dishes somehow don’t seem as dirty.

Once the after-breakfast duties were addressed, I was able to take the apron off and get ready for my afternoon meeting with the Bed and Breakfast Association of Seattle. They were having a meeting at the Shafer-Baillie Mansion in the Capitol Hill area of the city, and I was the featured speaker. I rarely turn down an invitation to join a gathering of innkeepers, and so I was looking forward to this event. We were expecting about 40 people. Folks from the Washington B&B Guild were joining the meeting, as well as other innkeepers from outside Seattle.

With Nathan Allen, president of WBBG, and Joyce Schulte, president of the Seattle Bed and Breakfast Association.

I spoke on industry performance and trends in consumer behavior and preferences in the lodging and hospitality industries. As usual, I had too much material and had to run speedily through all of the great stuff happening in our industry that innkeepers need to hear. The feedback from attendees was that the message was on target, which I like to hear. I spend a great deal of time scanning articles and news that could impact innkeepers, and try to glean the most relevant and salient message.

I enjoyed getting to know many of the area innkeepers. Our hosts at the Shafer-Baillie, Ana and Mark, were gracious and warm. I hope we see more of them at some PAII meetings. I met a few aspiring innkeepers, as well as some folks who have been innkeeping for more than 20 years. After the meeting, Joyce and I went over to the Bacon Mansion, where owner/innkeeper Daryl King gave us a tour of the 11-room inn. I really appreciated my time with Daryl, hearing the story of the building, the issues he deals with, how he approaches customer service, etc.

I capped off the day with a wonderful meal with my mentor/host and her husband in a downtown restaurant. The view was amazing!

Just to show you how good this view was, the red arrow points to the Space Needle, which is supposed to be the best observation point.

One thing I was amazed and pleased to see was how Daryl was using his mobile device (an apple iPhone) to keep track of his availability and room count. On this hand-held device, Daryl showed me how he could bring up his Webervations page...and speak with an inquiring guest...at the same time. This allows Daryl to be anywhere in his inn and handle reservation requests, rather than having to run down to the office to take care of it. Innkeepers are always on the move, and this was inspiring to me!

The Bacon Mansion availability on an iPhone

All in all, this was a fantastic experience. I’m glad I created the contest to “Hire PAII’s CEO” and put myself to the test. I was able to get a good feeling for the long list of issues an innkeeper faces every single day. I have a much better appreciation for comments I read on the PAII forum about how to handle difficult guests and inquiries. I understand how exhausting a day can be. But I’ve also seen how rewarding it can be. The great feeling of a job well-done, when you look back at a room you just scoured clean. The satisfaction you see on a face, when you place a plate of ginger spice pancakes on the table. The energy you feel when walking around a grand house…with the fire lit, the cookie jar full, the New York Times sitting squarely on the table, beds made, guests out and about, flowers coming out of the ground outside.

Joyce and the Chambered Nautilus were the ideal innkeeper and inn for this experience. She spent a lot of time showing me the ropes. And while she sent me off to do a lot of work, which is exactly what I requested, she spent a great deal of time talking to me…over meals…over chopping fruit…over folding sheets…in between taking phone calls. The relationship she has with her inn is equal give and take. She pours herself into the role of hostess, cook, “aunt” to her housekeepers, marketer, bookkeeper and association volunteer. And the inn gives back to her an energy that is hard to explain in words. I suppose it is similar to what I feel as a parent of a two year old daughter. It’s a heck of a lot of work to keep up with her needs, and yet it is supremely satisfying to lay her down at the end of the night, then kick my feet up onto the coffee table and soak in the feeling of being a happy parent. Joyce is a good and happy innkeeper in a tough, challenging profession. I learned a lot from her, and I hope I made a mark on her as well. I am sure I will be a better leader of this association and industry for having done this.

Me with housekeeper extraordinaire, Kristen.

Me with innkeeper extraordinaire, Joyce.

See you in Anaheim!

Jay

Day 3 in Seattle – Laundry Chute Luxury

2008-02-21T02:21:00.002-05:00

The day began early again. Now that I had learned the breakfast set up routine, I was able to jump right in at 7 a.m. and contribute. We were expecting thirteen guests for the meal, again spread over three different rooms. I lucked out this week, because we had no crazy or mean guests to serve. Everyone was quite affable. The only one who stuck out a bit was a widow who personified the word “loquacious.” We had quite an eclectic group, including a young couple seeking a little romance, young parents and their 5-month old baby, a widow on her way to a spiritual retreat, an Australian visiting the University of Washington on some official academic business, a gay couple, a non-descript baby boomer couple and a mother and daughter checking out the campus. We served yummy ginger spice pancakes, dusted with powder sugar, with an apple salad. It was my good fortune that the mother and daughter in the Sunrise Chamber didn’t show for breakfast, if you get my drift.

The calm after the storm didn’t last long, as Kristen and I were off to the large suites for some room turning. I cleaned the kitchen top-to-bottom, dusted, vacuumed, put new linens on the bed, and inflated an Aero bed for the incoming guests. I was then given the go-ahead to turn a room by myself. Joyce gave me the Scallop Chamber, which is the largest room in the main house. Here was my opportunity to show Joyce that I was coachable and could take on the monumental task of a thorough cleaning.

Lesson number one that I learned: gather and organize what you’re going to need, so you don’t have to make too many trips. The Scallop Chamber is on the third floor, and I discovered that what I needed (if it wasn’t stocked in the housekeeping cabinet and linen closet) could have been on floor two, floor one or the basement. There is definitely a method to the madness of housekeeping. You have to anticipate all that you’re going to need. Working a three-floor house can be exhausting, which motivates you to think wisely about how you approach these kinds of projects. Three or four trips up and down the stairs will have you thinking about efficiency! And, what an appreciation I now have for the laundry chute! Open the little door in the wall…drop the dirty linens…voila! They magically appear in the basement, right where you want it all! Unbelievable. Everyone should be so lucky.

I also learned from Kristen that there are lint rollers, and then there are lint rollers. She uses them on the floor in the bathrooms to pick up hair that the naked eye will usually miss. I asked her, “But how do you deal with a wet floor? Won’t the tape just get wet and stop picking up stuff?” Kristen proceeded to take the next three minutes to explain that not all lint rollers are created equal, and that some will actually continue to pick up hair even when wet! Yes it is true ladies and gentlemen – the perfect lint roller exists (according to Kristen), and I intend to contact the company directly to discuss a formal endorsement with PAII.

So I learned that housekeeping takes a long time – if you’re going to do it right. While I cleaned rooms today, I could see where a tired innkeeper might decide to cut corners or not bend over to get the Swifter under the sideboard. In the name of getting done and on to the next thing, it would be tempting to cut corners. I made sure that I cleaned the Scallop Chamber as best as I could, but I’m not sure I could hold that same level of dedication day-in and day-out. It made me think that truly GOOD housekeepers must be very hard to find. I have a new appreciation for the sessions at the PAII conference on speed cleaning and time-saving tips. I couldn’t imagine having to turn over every room on this property on the same day. Something would have to give. The cookie jar might go empty for a few hours.

Joyce came up to the room to inspect my work, just after I lent her a hand in finishing up her room. I was hoping the gesture might weigh on her judgment of my performance. She walked around the entire room, running her finger over nearly everything to check for dust. She kept coming up empty. (Nice work, Mr. Karen, is what I was saying to myself). The true test would come with how well I made the bed and how clean the bathroom was. The bed was exactly how it was supposed to be, including hospital corners, which I mastered on the first try. See below.

I was worried about the bathroom. What if I missed a stray hair? What if I left streaks on the mirror? What if I didn’t dry off the shower curtain all the way?

Luckily, when Joyce first entered the room, she had a good feeling about how I did overall. The bed looked perfect, with the down comforter covering the queen size bed to just the right points all around. The pillows stood up sharply at the head of the bed, and even the Teddy bear looked to be fairly content. The bed making passed her standards of excellence. In the bathroom, Joyce closely inspected everything and began to say what I great job I had done. She was genuinely proud of the work I did. We started moving towards the door to leave, when she went back into the bathroom to check one more thing. This is the point when my readers can see what is about to happen. Joyce found the spot where I had neglected to clean – there was dust on top of the tissue box! Well, if that’s the worst she could find, I think I still earn my certificate.

The finished product:

The Scallop Chamber

I also met Julie today, Joyce’s part-time assistant innkeeper. All three ladies who work for Joyce, and with whom I’ve worked in my short time here, are rock solid. Joyce is very lucky. Because Joyce has such good staff, she PROBABLY doesn’t have to bust her tail as hard as she does. But she does anyway. It sets a great example to the staff, and Joyce probably wouldn’t have it any other way. Nevertheless, I’ve learned the value of good help. Many innkeepers I’ve met share the sentiment that “innkeeping would be great, if it wasn’t for staff.” I suppose staffing is a double-edged sword. Managing people can be tough, but if done well through good hiring practices, solid training and a dose of daily enjoyment and levity, I think the pros far out way the cons – if you can afford it. This places hums like a well-oiled machine, at least as far as the guests can see, is because the staff stay on their game. I can see that Joyce probably sleeps well at night, because she has good people working with her. Joyce also apparently has a phenomenal interim innkeeper, which is so important. Joyce can find time to focus on herself, her marriage or whatever else she wants to focus on. She can put the spatula down and walk away for chunks of time – that’s a very good thing.

I told Joyce and her husband, Steve, over dinner tonight that I have incredible respect for innkeepers that wake up every day and do this. I imagine some folks do this seven days a week throughout the year. Time zone changes notwithstanding, I’ve been doing this for two and a half days, and am exhausted. My muscles ache. My eyelids are heavy. I’ve eaten poorly, because of limited options and time shortage. Running a large trade association has it’s challenges, but you know what? If I woke up feeling poor or decided I wanted to take a day off to spend with my wife and daughter, I could do that with relative ease. My work will be waiting for me when I return, and I could knock a few things out on my Blackberry. The thought occurred to me today that the guests just keep coming and coming and coming – whether you’re ready or not! Well, that is of course if you’re doing a good job. So, if you’re feeling under the weather, you still have to get your rear out of bed and deliver. That is tough! My hat is off to you.

One thing I see a need for, by watching Joyce work throughout the day and go from room to room to room, is something that will help an innkeeper accomplish multiple things while on the move. I am starting to think that all the reservation requests, lists of daily tasks, tracking of guests in a database, viewing room availability and whatever else I’m forgetting cannot necessarily be managed by one software program on the computer. As mentioned in a previous post, Joyce uses a paper-based system to get a lot done. As much of a technophile as I am, I get Joyce’s system. It works well. Joyce has to move to get the job done. She may be dusting a dresser on the third floor, when someone calls to inquire about staying here next month. She can’t get down to her computer at that very moment. Wouldn’t it be nice if all the technology she needed could be available simultaneously on her laptop computer and a hand held device, and also hosted online?

That reminds me. One of the lessons I’m taking back to the PAII office is the need to develop practical programs and services that help you do your job better, more quickly and more efficiently. We won’t lose site of publishing research and educating you on best practices, but I now have a little fire under me to deliver some practical solutions to all the little things that make your job that much more difficult. I’m making lots of notes while I’m here!

Day Two in Seattle

2008-02-19T22:20:00.013-05:00

A good second day at the Chambered Nautlius B&B in Seattle, Washington. I was able to cover more territory with my mentor innkeeper, Joyce Schulte. It was a nice mixture of getting my hands dirty and discussing strategic issues Joyce gets to contemplate in her "free time." Click here to read about the "Hire PAII's CEO" contest and here to read about Day One.

The day started for me with a 6:15 a.m. rise, phone call to my wife and daughter on the east coast, quick shower and shave and then walking ten feet to the inn's kitchen to get ready for the 8:00 a.m. breakfast. Since Joyce tells guests that breakfast is served between 8 and 9, we get some folks downstairs at 7:55 a.m. and others roll up to the table at 8:50 a.m. I find that it's not that bad, if you do a good job prepping and picking the right menu items. In addition to a choice of coffees, teas and orange/banana juice, we served "Heavenly Bananas" (fresh bananas covered in an orange sour cream sauce), homemade granola and a "crab, artichoke heart egg puff" with Hollandaise sauce and asparagus tips on top. Oh, and some roasted rosemary pototoes. We served sixteen guests, spread out over three different rooms. Joyce did the cooking, and Rhea and I served all the guests, poured the beverages and made sure all the guests were happy. Since we prepped the potatoes and sour cream sauce the night before, as well as set the dining room table, we were able to roll pretty well in the morning. It was amazing to watch how quickly the dirty dishes piled up in the kitchen.

I really enjoyed chatting with the guests, and I found myself trying to figure out where the line was between being engaging and being a pest. I discovered one of the guests has a daughter that actually graduated from my high school back in Georgia - the same year as me! Another guest lived in Collingswood, New Jersey, which is three miles away from the PAII headquarters. It was a fun morning. I enjoyed interacting with the guests. To see how much they were enjoying themselves, and knowing that I was playing a part in that experience was very satisfying. I had an "ah-ha" moment. THIS is why innkeepers love innkeeping! Oh, and because of the food too. Joyce made a few extra crab dishes, and it was delectable. So was her granola and coffee. I'm somewhat of a foodie - like most innkeepers - so that is definitely a plus to being in this industry. Seeing and being part of all the preparation and work that goes into serving a wonderful meal in a handsome setting made me feel sorry for the guests who don't take advantage of the meal. One of the business travelers had to miss the breakfast (like I sometimes do when staying at inns while traveling for PAII), and I felt she didn't really get the experience.

One thing that amazes me is hearing how familiar Joyce is with her customers. She knows and remembers people very well, and that helps greatly in delivering a personalized experience. She gets a lot of repeat guests in a city that is not short on choices! It's little wonder why our friends at BedandBreakfast.com named her inn among the top ten urban inns in 2007.

After the last guest left the breakfast table, which was around 10:30 a.m., we tackled the dishes. Joyce said, "It's going to be a three load day." When cooking, my instinct is to wash things as I go, which includes loading the dishwasher as I am finished with something that needs to go through the machine. When serving breakfast for 16 people, it's not always possible to do that, so there is quite a pile waiting for your attention. But I also learned that it's not always best to "load as you go," because you really can't maximize the space in the appliance. When you have a kitchen full of dishes, you can pick and choose more carefully what dishes should go where. Since the washer takes about 50 minutes to wash and sanitize, I didn't happily succumb to the idea that it would take three hours to conquer all the dishes. I'm sure if Joyce had room in the kitchen for a second dish washer, she'd probably get one.

After cleaning and straightening all the rooms downstairs, Joyce and I went through "the list." We had to prepare for a few check-ins and work on tidying and turning the rooms. At 11:30 a.m., she had her monthly conference call with Allison and Scott Crumpton of Whitestone Marketing to review the results of Joyce's marketing plan. I sat in on the call and was able to view some pretty sophisticated reports that show where Joyce is getting her online business from, which online directories seem to be working well (and which are not), the effectiveness of Google pay-per-clicks and more. I was impressed by the work Whitestone is doing for Joyce. She runs a successful business, but is not resting on her laurels. The Crumptons are helping Joyce stay fresh and on top of the internet marketing game.

After our conference call, I secretly wondered when we would be having lunch – but my gut told me it would be a while…if at all. Joyce and I then turned our attention to housekeeping duties. As an urban inn, most (if not all) of Joyce’s guests leave the property for most of the day. Rarely does she have someone hanging around, so it makes tackling the rooms a bit easier. Rhea took on all the “turns,” or the rooms which needed a more thorough cleaning and changing. Joyce and I took on the “tidies,” which involves a lighter cleaning and straightening of the rooms in which guests are still staying that same evening. We straightened beds, fluffed pillows, cleaned showers/toilets/floors/sinks in the bathrooms, emptied trash, replenished bottled water, and vacuumed.

The shots many of you were waiting to see: the PAII CEO on his hands and knees cleaning a bathroom floor. And yes, I hunted for, found and disposed of any stray body hairs our lovely guests decided to leave behind in the bathroom. Not the most savory aspect of the job, but a necessary one. This will surely be brought up during my annual performance review with the PAII board of directors!

And...a nearly perfect triangle of tissue paper. Always a nice reminder to the guests that we were here...we cleaned your mess...and we took the time to make the TP look nice for you.

After our cleaning duties were completed, Joyce and I sat down for a bite to eat. I think it was close to 3 p.m. by time I “forced” Joyce to sit down and join me for a meal and some conversation. We chatted about her local and state B&B associations, and of course - PAII. At 3 p.m. sharp, one of the new guests arrived – someone affiliated with the University of Washington. Joyce has done a phenomenal job building relationships with many of the departments and divisions on campus, and the Chambered Nautilus has become a favorite choice for many academics and other visitors to the university.

I had to ask myself, as we continued to conquer the day’s labor, “what is most appealing to me about running an inn?” I already mentioned the interactions with and being a source of happiness for the guests…and the good food that is part of your life. What I also find very appealing is the constant problem-solving nature of the job. I don’t just mean all the curve balls that get thrown your way during the day; I mean the pursuit of a more efficient, productive way of accomplishing the tasks you know are coming your way. I gained a new appreciation for all the sessions we host at the PAII Conference & Trade Show on time-saving techniques or ways to better organize your life and inn. How could I do this more quickly and better, without sacrificing quality? What recipes lend themselves well to a very busy kitchen? For example, I wanted to set all three tables the night before, but Joyce said to only set the dining room table. It didn’t occur to me that guests would likely mess with the other two tables before the next morning, since they were in the common areas. It’s something relatively minor, but saves a lot of time the next morning. Only through experience could you learn something like that. To that point, I noticed that Joyce goes back and forth between paper and computer to run the inn. The system works for her, but we both wondered how much time could be saved if she could manage more electronically. Time is the most precious commodity. If we could free up 15 to 30 minutes in her day on account of finding redundancies or other pockets of inefficiency, it would be a major coup. If I had more time with her, I would want to figure out how we could integrate all of the information-tracking into a simpler system. I don’t think our industry could ever have too many efficiency experts!

Another thing I have had the good fortune of observing: just because an innkeeper has “staff,” doesn’t mean he or she doesn’t work just as hard as an innkeeper without staff. Joyce busts her butt all day long, even though she has about four people who help her throughout the week at different intervals. Well, at this point, that is what my intuition tells me. I am strongly considering making this experience a once or twice per year thing for me. Next time, I will likely choose an inn with fewer rooms and that is run solely by the owner/operator – just to see the contrasts and similarities. I think my intuition is right, though, on this point. I think the level of dedication and work ethic has more to do with the innkeeper than the number of rooms or staff people.

So my day ended with the duties of folding a ton of sheets and pillow cases, ironing the napkins and placemats for tomorrow, setting the dining room table and sweeping some of the exterior areas. Oh, I almost forgot to share one of the highlights of my day. Making the cookies! I am a cookie nut, so I had been hounding Joyce about making sure we keep the cookie jar fully stocked – which meant ensuring we replenished the back-up stock. If this picture below doesn’t make you want to pour a large glass of ice-cold milk, I don’t know what would!

I was able to knock off work “early” today, after eleven busy hours. The subsequent three or four hours are now being spent on this blog and preparing for a meeting this Thursday with the Seattle B&B Association, at which I will deliver a “state of the industry” speech to about 30 innkeepers. There is no doubt in my mind this experience is making me a better CEO for PAII. Money and time well-spent.

Walking a Mile in Joyce's Shoes - Day One

2008-02-19T00:01:00.011-05:00

Day one is over. For all those innkeepers who wanted to see me wiped out - mission accomplished. My day started with a 4:30 a.m. EST departure from my house in Haddon Heights, NJ. Grabbed some early breakfast a local diner, so I could review all of the training materials, checklists and polices Joyce Schulte (owner/innkeeper of the Chambered Nautilus) sent me. Caught a 7:40 a.m. flight out of Philly...short layover in Chicago and touched down in Seattle around 12:30 p.m. PST. Grabbed a cab for the 20 mile ride to the B&B. This is my first visit to Seattle, and I have a feeling I will not be seeing much of the city.

Joyce greeted me with a hug, and we b-lined for my temporary living quarters. On the bed, I encountered a couple of the CN's signature teddy bears awaiting my arrival. The note reads "Welcome to the CN -- where only the bears sit around all day drinking coffee!!" My dark blue apron fit naturally over my head, and from my formative years working in a family restaurant, my hands instinctively tied the straps behind my back. Something about putting an apron on that makes you feel that it's time to go to work and get your hands dirty.

I'm a bit tired right now (still on East coast time), so forgive me if I leave out some details of my afternoon and evening. I met two of the housekeepers - a couple of young ladies who seemed to really enjoy what they do and being in the inn, Kristin and Rhea. I think that's a testament to Joyce's virtues as a boss and co-worker. Joyce gave me a quick tour of the place and gave me a stream-of-consciousness, on-site training. When I arrived, she was expecting a fairly full house. In less than an hour, more reservations came in and the house was to be full this evening. Sixteen people for breakfast. One dog and one five-month old little girl to get ready for.

Joyce and I thoroughly reviewed her daily check list of duties, check-in/check-out lists, responded to reservation requests via Webervation emails, discussed rationale behind her policies and procedures, planned the next day's housekeeping responsibilities (in which I will take part), emptied the dishwasher, interacted with guests as they came in and out of the inn, straightened up the living room, set the dining room table for tomorrow morning, chatted about the guests past and present, and got down to some quick ironing when we realized the linen napkins had not been pressed. See below for the awesome machine I was able to use. I had no idea what this was when I first saw it.

A Miele Rotary Iron

I took to rotary ironing like a champ. Not to brag, but Joyce was quite impressed (no pun intended) with how quickly and proficiently I jumped into this challenge. Truth be told, with some good tunes playing in the background, I could probably do this all day long. For the most riveting 45 second video you have EVER seen, see below for yours truly in action on the rotary iron. You'll never be the same.

Later, I was able to pitch-in with the breakfast prep work by preparing the cream sauce that will be part of the fruit dish. I helped several arriving guests get checked-in, haul their luggage up the 27 steps from the street level to the front door and try to be as engaging as possible - but without letting on that I am not from Seattle. I was just waiting for someone to ask me about the area. I don't want to let on that I'm the trade association CEO. Joyce introduces me as her assistant for the week. Joyce and I then prepared for the late arrivals, and we left for dinner and grocery shopping.

We had a nice, quick Italian meal, over which Joyce explained the ups and downs of being an innkeeper. Besides the hours and face-to-face interactions, there are some similarities between innkeeping and association management. In particular is the diversity of people and their expectations one encounters. But, that will be a blog post for another day.

After only one day, I'm learning some good stuff. First and foremost, a good exhaustive check-list of daily responsibilities is paramount to staying organized. Joyce seems to be a religious follower of "the list." This is a good thing. With all the interruptions we encountered as we tried getting through the list, it would be impossible to run a busy inn like this without some source of consistency. This list provides the needed day-to-day consistencey. The phone rings. The doorbell rings. A glance at the computer then requires an immediate response to some emails. We chat for a while about whatever important details occur to Joyce that pertain to my education. We lose track every five minutes of what we were working on - and it all works out, because we have "the list" to go back to.

I've learned two other important lessons. The first is that group bookings are not for every inn or every innkeeper. Prior to my visit with Joyce, I would have assumed that any innkeeper would be foolish to turn down an offer to book the entire inn for one or two nights, even if it was over a weekend. It never occured to me that an innkeeper would likely have to turn away a great deal of business by doing so, such as those guests who want to stay three, four or more nights, which overlap the nights the group wants the inn. Plus, large groups tend to get into a pack mentality and take over every corner of the inn as though it is their own home. And, of course, they want a really good price. I can now understand the concept of a "group premium" instead of a "group discount." Joyce runs an urban inn, so her occupancy is very high compared to the average B&B. She is in a position where she can turn away such requests for monopolizing the inn. She readily admits that groups could very well be the bread-and-butter for other innkeepers, and that is great. For the msot part, it's just not her thing.

I also gained more respect for the "reservation request" process, rather than real-time reservations. Heretofore, I have naturally been a strong advocate of real time reservations. I've been fearful for the innkeepers who could be turning away business, because their reaction time to reservation requests might not be good enough for the time-starved, instant-gratification-requiring consumer. Watching and listening to Joyce interact with prospective customers on the phone - and hearing all the unique requests or situations presented to her - I can see why innkeepers still highly prefer the opportunity to engage a customer in more detail before confirming a reservation. WIth inventory levels as they are in our industry (let's say about 6 rooms per night), it still remains possible to take requests. Someone mentioned to me recently that innkeepers can still have that all-important conversation on the phone AFTER a real-time reservation, as long as you're collecting the customer's phone numbers and inform them your intent to contact them. But, that would mean you - the innkeeper - having to track down the guest who preferred the relative anonymity and speed of using the internet to seal the deal. From what I saw today at the Chambered Nautlius, who has time to do that? And, it doesn't really seem like you can convey all that you want to convey in a confirmation email. That phone interaction still seems to be paramount to the customer experience.

Off to bed for this innkeeper-in-training. I'll be up at the crack of dawn to finish setting the tables,as I get ready to serve a wonderful meal to some hungry guests. How one does this seven days a week is beyond me at this point.

Off to Seattle

2008-02-16T13:31:00.006-05:00

Ok, the day has just about arrived. I am off to the Chambered Nautilus bed and breakfast on an early morning flight Monday for my intensive innkeeping experience under the watchful eye of owner/innkeeper, Joyce Schulte.

What are my expectations? My hope is that in the four short days, I will be put to the test and get a good feel for the complex, difficult days innkeepers experience. I already have a sense of this from my frequent discussions with innkeepers. But, there's nothing like experiencing it first-hand, even if it's for a short while.

I want to interact with guests and potential guests...cook breakfasts...clean rooms and bathrooms...discuss with Joyce what strategic issues she may be dealing with. From what Joyce tells me, next week will be a busy one. She said to me in an email last night, "Things are shaping up nicely for next week. So far on the guest list, I have a dog, a baby, and a family of 4 on top of the usual academics and average travelers." This is exactly what I was hoping for - a busy house, but not too busy for the innkeeper to spend ample time with me.

I hear through the grapevine that innkeepers have been communicating with Joyce, sharing their suggestions on what I should do while at the inn - or better yet, what should be done TO me! Some supposedly have suggested to Joyce that some nightmare guests should be planted, so that I get to face some REAL challenges. I am detecting a bit of hazing! Hey, but that's ok. That's what this is about.

I look forward to reporting how things are going on this blog. I was told by someone, "If you have time to blog, then Joyce isn't keeping you busy enough." Hopefully, I will squeeze a few minutes to keep an online journal.

I welcome your comments and thoughts!

February 2008 - On My Mind

2008-02-01T15:07:00.005-05:00

In my seven short months on board as your CEO, I’ve come to learn a great deal about the challenging, yet often times rewarding, profession and life of innkeeping. I am approached by members and industry leaders in all corners of the continent about what PAII should be doing. It is important for you to know what we have decided to focus on in the coming months and years. One of the most important achievements our board and staff have accomplished recently is the adoption of a clear vision for PAII. In my column in the recent Winter edition of Innkeeping Quarterly (IQ), I share PAII’s new “Vision Statement.” It is a firm belief of mine to have in front of us and wear on our sleeves a vision of the organization we will always strive to be for our members and the industry. You can read the statement here. This statement is an over-arching philosophy for the organization. We also needed a clear set of priorities and objectives for the coming months and years. The PAII Board of Directors, along with the PAII Advisory Council and other at-large members, helped to shape the most relevant priorities of the organization. These priorities, which we consider our organizational goals, are listed below. All of the work of the staff and board are shaped and motivated by these priorities.

I hope you agree with what we have chosen to focus and spend association time and resources on. We recognize that we cannot be all things to all people, and at the same time be successful. A successful association is helping its members be more successful. In order for PAII to thrive, we must have the support and involvement of our members. To maximize your investment in PAII, we urge you to participate in PAII surveys, read PAII communications, go to PAII meetings, support PAII vendor members, participate in the PAII forum, buy books and research published by PAII, and continue to support PAII through your membership. With your help, we can accomplish the goals below.

As always, I welcome your thoughts and comments at jay@paii.org.

PAII’s Organizational Goals

Association Growth

PAII will commit to annual net growth of no less than 5% of member inns, supported by a significant improvement in retention of existing inns. PAII will increase the variety of suppliers involved in the association. PAII will measurably grow member participation in all association programs. PAII will develop new revenue sources, grow the top and bottom lines and increase reserves to help ensure future financial stability.

Membership Benefits

PAII will provide a variety of valuable programs and services, so that all types of members at all levels of expertise and experience feel membership in PAII is critical to their success.

Governance

PAII will study and evaluate governance and corporate structures to determine the most appropriate and fitting structure for perpetual success and benefit of the members, association and industry.

Culture

PAII will respond measurably to members with respect, promptness, courtesy, care, and empathy. PAII will conduct our affairs with honesty, a positive attitude, the highest ethical standards, integrity, sincerity, and enthusiasm. PAII will serve our members with the excellent level of service our members are expected to provide their guests. PAII will actively seek the input and advice from our membership and always be available to listen to our members and allies. PAII will keep members informed of who we are, what we stand for, what we are doing and why we are doing it. PAII will provide meaningful and ample volunteer opportunities. PAII will recognize members for longevity of service and outstanding contributions to PAII and the innkeeping industry.

Promoting More Business for the Innkeeping Industry

PAII will become the undisputed voice for the innkeeping industry. PAII will be the gateway to the lodging experience offered by innkeepers through a permanent, industry-supported, cutting-edge public relations campaign aimed at educating consumers and providing access to a variety of sources for reservations. PAII will develop valuable marketing tools for member innkeepers. PAII will actively engage media for increased coverage of our association, industry and the experience of staying at inns.

Allied Associations

PAII will be a valuable ally and source of support to associations of innkeepers by providing a platform for their leadership to share ideas, solve problems, and build relationships. PAII will provide education to elected leadership and hired staff of associations of innkeepers. PAII will develop mutually beneficial, voluntary agreements with willing associations of innkeepers. PAII will develop meaningful relationships with allied associations within and outside of innkeeping, which will aid the success of our members.

New Beginnings

2008-01-01T13:24:00.005-05:00

When you receive this, our third issue of Innkeeping Quarterly (IQ), New Year’s Day will have already passed. I hope you, like many people around the world, took some time to come up with some resolutions for improving your life and those around you. I’ve always been a big fan of New Year’s resolutions. I type them up, print them on a small piece of paper and keep them in a place where I see them often. Going through the exercise of writing them down engenders a sense of commitment to them.

With this same feeling I approached the PAII Board of Directors about developing a new Vision Statement and organizational goals for the association. PAII’s board, advisory council and some at-large members involved in state associations were invited to participate in the development of our vision and goals. Below is the resulting Vision Statement that will drive the staff and volunteer leadership into the coming years. Just like New Year’s resolutions, the statement describes the kind of organization we want to be.

PAII LISTENS to the needs and desires of the innkeeping community, which includes aspiring, active, interim and retired innkeepers, as well as industry suppliers and allied organizations

PAII SERVES the innkeeping community by connecting people to share ideas, solve problems, build relationships and conduct business

PAII REPRESENTS the innkeeping community through successful public and media relations efforts and public policy advocacy

PAII STANDS FOR a commitment to excellence and professionalism within the innkeeping community and among the general public

PAII LEADS the innkeeping community by supplying progressive, reliable and relevant information, education and resources aimed at supporting individual success

PAII THRIVES as a successful and formidable trade association representing most innkeepers throughout the United States and beyond

We also developed numerous organizational goals, which are too long to list here. But you should know that the goals aim to support several things, including developing more, relevant benefits for our members; ensuring a culture in which PAII recognizes, listens and responds to our members; promoting more business for the innkeeping industry; being a better partner with all the allied associations in the innkeeping world; and growing PAII, so that we may be a more resourceful and influential organization on your behalf.

These are our resolutions for improving the organization and those we reach. What are your resolutions? May I suggest committing to a little renewal yourself? There is no better way to renew your commitment to success and happiness in innkeeping than attending the world’s largest gathering of innkeepers. For generations and generations, association annual conferences have been the very best resource for peers in a profession to connect, learn and grow. PAII’s 2008 Annual Conference in sunny California this April is no different. In a world that now offers many ways for people to connect through computers (which I think is great), nothing trumps in-person discourse and learning, seeing the smiling faces of friends and peers and getting away from the business (literally and figuratively) to take a fresh look at what you’re doing.

To that point, I hope you will join us in Anaheim, where I look forward to personally saying hello to you.

Happy New Year!
Jay Karen
President & CEO

December 2007 - On My Mind

2007-12-01T15:04:00.003-05:00

A few weeks ago, the PAII Board of Directors met at The Montford Inn (www.montfordinn.com) in Norman, Oklahoma, for our fall meeting. Besides having a great meeting, I had the good fortune of observing the Murray family in action as they took care of all their guests. There certainly was a good deal of hustle and bustle to accommodate the needs of our group, especially considering we had our meeting onsite as well. The experience reminded me that the warmth and service provided by the innkeepers themselves are as important as the comfort and lure of the building and rooms. The Murray family provided an example of fine innkeeping indeed.

The experience also spurred a thought. Could I hack it as an innkeeper? Well, let’s see. I spent years in the kitchen and waiting tables at family restaurants. My wife and I have a revolving door in our house, always welcoming friends and family. And when we do, we break out all the amenities and cook full breakfasts. I’ve been working in—and for—hospitality industries for over a decade. I like to think I’m a “people person.” I’ve owned rental properties for many years, doing almost all the maintenance work myself. I understand budgeting, marketing, P&L sheets, etc. I think that’s a fairly good résumé. BUT…nothing prepares you for innkeeping like innkeeping. I want to put myself to the test, albeit a short one.

Therefore, I am making myself available as an employee for a short duration to one lucky (or unlucky, depending on how things turn out) innkeeper this winter. If you would like to have me come and work for you for a few days at your inn, doing whatever it is you need done to help make the time a successful one for your inn and your guests—hire me! My salary requirements? Only my own bedroom and bathroom. I will come prepared to do whatever you need me to do, such as plunge toilets, scramble eggs, pour coffee, pull weeds, make beds, etc. As much as I can, I want to observe and live the life of an innkeeper.

In order to make this as fulfilling as possible, I’m looking to visit an inn that expects to be relatively busy at some point in February or March. My dates are flexible, including some weekends, save a few blackout times that come into effect, such as Valentine’s Day. I think the right environment would be one in which you’re not sold out completely and too busy to “show me the ropes,” yet busy enough so I can be part of some action. The duration of my stay is a bit flexible as well, but a “few days” is what I’m aiming at.

Interested in having me come work for you? Are you a risk taker? Can you handle mentoring this rookie for a few days? If so, CLICK HERE to enter your request by December 14. We hope to announce the lucky innkeeper before New Year’s Day.

As always, feel free to drop me a line at jay@paii.org and let me know what’s on your mind these days.

November 2007 - On My Mind

2007-11-01T15:01:00.002-04:00

I am writing this from the Travel Industry Association’s “Marketing Outlook Forum,” in Charlotte, North Carolina. By time you read this, the event will have adjourned over a week ago. Convened here are some of the top brass and opinion leaders in the United States travel industry. What’s the message here? Things are changing, and changing fast...so you better be ready! I have a duty, which I take very seriously, to absorb as much of the information on performance and trends as one man can absorb, and filter for innkeepers what I believe are the most relevant facts and opinions that will impact our industry.Here is some of what I heard at the Marketing Outlook Forum, which I believe to be pretty relevant to innkeepers.

“Consumers trust each other more than they trust you (marketers).” Geoff Ramsey, CEO of eMarketer
This was mentioned in the context of reviews that consumers are increasingly posting online after their stay at hotels, resorts, B&Bs, etc. In fact, research shown at the TIA meeting indicates that consumers trust anonymous peer reviews more than professional travel journalists! If you doubt the popularity and acceptance of this form of consumer-generated content (CGC), click here. If you know how popular this television show is, then you’ll understand. My message to innkeepers? Embrace this, embrace this, embrace this. If your listing on BedandBreakfast.com, TripAdvisor, Google, etc., does not have any user reviews, or an unfortunate few, then it is more likely that potential customers will pass on making a reservation with you. In fact, BedandBreakfast.com is reporting that properties with online user reviews are getting double the traffic that comparable properties that don’t have reviews are. As you can see, I’m not the first, nor the only, advocate of embracing online reviews. Do your very best to encourage your guests to leave reviews on any and all sites that are garnering attention and used by the traveling public. We will be discussing this at great length at the 2008 PAII Conference & Trade Show. When registration opens, I highly encourage you to come take part in the conversation.

“Consumers feel the most important travel web site features are: 90%—able to check fares…81%— easy-to-use booking feature…71%—photos of rooms.” Peter Yesawich, CEO of Ypartnership
Whether we like it or not, the Internet has created a level playing field for all types of lodging, so consumers are expecting all types of lodging to have these features. Here's how I think their findings and messages apply to innkeeping. If you have the ability—whether through your own web tools or by using third-party reservation systems—to list the exact price of your rooms, rather than price ranges, you should. A visitor to your web site should be able to pick a night, pick a room (if your room prices vary) and see the exact pricing. Also, to meet the needs of consumers who want “easy-to-use booking features” (the second most important feature), I advise innkeepers, who don’t already have it, to consider adding real-time reservations to your website. I am concerned for the properties that require guests to get in touch with you personally as part of the booking process. I know many innkeepers like to weed out their prospective customers through conversations over phone or email, as well as set expectations for their visit. I am not suggesting you should replace phone and email with real-time reservations, just make sure it’s part of the mix. I venture to guess that innkeepers who still use email forms exclusively and have to get back to prospective customers are losing business—possibly losing more business than it’s worth to screen out the occasional bad apple. If a potential customer is doing her travel research and reservations at 11 pm at night, and she wants to close the loop on the romantic vacation she’s trying to book, those sites which allow her to make the reservation and receive an instantaneous confirmation will win the day. And for the inns whose “bread and butter” are minimum-night stays, require your technology provider to include this element in the booking process. Research by Babson College reveals that visitors to travel sites will abandon their online search efforts if they have to wait more than four seconds for information to load. If someone has to wait a few hours (or longer) for a response from an innkeeper about their reservation request, they very well might move on to real-time reservations in the time they’re waiting to hear back. The sooner you can capture and confirm a reservation, the less likely you are to lose the customer to another inn (or even a hotel) while they wait to hear back from you. Regarding photos of rooms, here’s where innkeepers are leading the way. Since each room is likely to offer a unique experience, it’s essential to have high resolution, up-to-date photos of your rooms. If you don’t have photos of rooms, then visitors to your site may think you have something to hide. Show off your property! You’ve worked hard on it, and it’s what makes your inn special.

“Average Daily Rate (ADR) for the hotel industry is $103.63 in 2007.” Duane Vinson, Vice President at Smith Travel Research
In 2006, ADR for the lodging industry was $97. Smith Travel’s findings are showing rates are up. The recent PAII study of B&B and country inns showed ADR for our industry was $166 in 2006. That was $93 ahead of hotels. I’m wondering how 2007 has been for our industry. Smith Travel also reported that a night’s stay in Oahu, Hawaii, is averaging $168 – second only to New York, New York ($241). That means our AVERAGE member is on par with lodging in the 2nd most expensive market in the entire country. As the hotel industry works to stay ahead of the curve, which sometimes includes stealing from the innkeeper playbook (i.e. investing in luxurious linens, increasing the quality of “free” breakfasts), what are innkeepers doing to maintain the gap? Why is that important to me? I’m not suggesting the B&B market should maintain high prices for the sake of having high prices (that would actually be unlawful). But, the $69 gap in ADR in 2006, to me, demonstrates that travelers view the B&B experience as premium. If the gap closes, that means the consumer perception of value of the typical hotel and the typical B&B are getting to be similar. Innkeepers have been offering unique lodging and hospitality experiences for years. Ask yourselves—what am I doing to maintain the premium experience (from booking to staying to checking out to reviewing) that warrants a premium price? If innkeepers want to maintain premium status in hospitality and lodging, we have to continue offering an experience you just can’t get in the hotel market.

One thing that occurred to me from being at the TIA meeting is that most of the chain hotels and resorts have senior management and larger bureaucracies that study trends and performance in the lodging/travel/hospitality industry. No surprise there. Innkeepers don’t have such resources as part of your business. But, you do have PAII. Look to us for information and opinions on what’s happening in lodging, travel and hospitality. We are mining these worlds to bring you what is relevant and timely for innkeepers. To those innkeepers pushing the envelope and adopting some of the best practices, congratulations and thank you. To those who have been on the fence or who haven’t made many changes over the past few years, I encourage you to consider a progressive approach to your business in 2008. Many who haven’t made changes may be very happy with the level of business you are experiencing right now; but I’m trying to look down the road. I don’t think business methods of 2005, 2006 or even 2007 will work as well in 2008, 2009 and beyond. As Ben Franklin said, “The definition of insanity is doing the same thing over and over and expecting different results.” If you hope for better results in 2008, plan now for some changes.

If you have thoughts you want to share with me, please email me at jay@paii.org. We’re in this together, so I want to hear from you.

October 2007 - On My Mind

2007-10-01T14:53:00.003-04:00

If you were preoccupied by getting ready for check-in the afternoon of August 28th, you probably missed the piece on NPR's "All Things Considered" about two innkeepers in Saratoga Springs, NY. The story was part of a series on the trials and tribulations of small business owners. Click here to listen to the 5 minute story. NPR reporter, Jim Zarroli, contacted PAII, to see if we might have stats on the industry that support or refute the difficulties the innkeepers in this story were encountering. I immediately thought about the impact a positive or negative story might have on the innkeeping industry. As well, I wondered about who is looking out for the entire industry (meaning all stakeholders in the innkeeping world) with regard to public relations and telling our story.

I spoke with Zarroli for a few minutes and offered access to PAII's Industry Study of Operations and Finance. The bit of information he chose to mention in the story was the fact that 58% of innkeepers surveyed indicated they rely on outside income (in addition to innkeeping) to run their households. That fact was used to support the story, which highlighted the profitability challenges of running an inn. In this day and age, it seems that national media coverage of any kind is a good thing, but of course we know that's not true. Fortunately, the story was about one inn in one city, not about inns in general. And we all know that innkeeping business results vary based on all kinds of criteria and practices. An intelligent person would not think all inns are exactly like this particular inn, but you can see where listeners (and potential innkeepers?) might make a hasty generalization about innkeeping.

While we do get media inquiries fairly frequently, no one is knocking down our door looking for information on the condition of our industry for the purpose of shining daylight on good, bad or other information. There are some good people working hard to promote various aspects of the B&B and country inn world by engaging the media (both at the local, state, and national level), but we believe more can be done. When called upon for thoughts on our industry and staying at inns, we will always do our best to encourage people to stay at inns-it should be seen as THE optimal choice in lodging and hospitality. And PAII plans to soon take a much more proactive stance on PR for the entire industry. Stay tuned for what PAII has in store for members and our industry with regard to trying to move the demand needle. We want more people staying at inns.

Last month, we asked PAII members and former members for their opinions and suggestions on our organization-those things we've been doing and those things we should be doing. Your feedback was invaluable. Thank you for taking the time to share your wisdom. PAII leadership read all the responses and took these into account when developing our new strategic plan. I will soon be sharing the entire plan with the PAII members, yet I want to share with you one piece of it. The PAII Board of Directors recently adopted, among the organization's top priorities, a goal of "Promoting More Business for the Innkeeping Industry." Several ideas are brewing on how we can and should (or should not) do this.

Do you have an idea? I'd love to hear it. Drop me a line.

Jay Karen

Jay is the President and CEO of PAII. He can be reached at jay@paii.org.

P.S. My favorite comment from a PAII member to the question "Got anything else to say to PAII's CEO? Give him the good, bad, ugly and pretty!" is seen below. I keep this on my desk.

What's Your Inn's Win-Loss Record?

2007-09-01T13:53:00.002-04:00

Years ago, I watched a colleague give a presentation about why it was important for an association’s membership to have a financial benchmarking study. He said, “Think of it like major league baseball. If your win-loss record is 75-67, you wouldn’t know of that’s good or bad, unless you knew how the other teams in your division were doing.” That made good sense. If you look at your inn’s financial performance in isolation, you can make your own judgment about the results. You can determine if you spent more or less on various items than intended, if you earned what you had hoped, etc. But by looking at the numbers in a context of hundreds of other inns, you can glean a good bit more about your own operations.

By doing a comparative analysis using PAII’s recently released “Industry Study on Operations and Finance, 2007-2008,” you can see if your revenue and expenses are above or below inns of similar size. For example, you can look at your net income compared to like inns. If you happen to notice that your marketing spending is the one line item that is a good bit lower than average, and your net income is commensurately lower, you could draw a correlation. Might your financial results improve if you invest a little more in marketing? The study won’t tell you for sure, but you will be a more knowledgeable innkeeper, who can in-turn make well-informed decisions about the management of your business. No one should operate an inn – or any other business for that matter – without good information. The study is chock-full of data about guest amenities, average daily rate, revenue per available room, food and beverage, human resources and much more.

On a macro level, this kind of study impacts your business in a positive way. Insurance companies and lending institutions base their decisions on risk factors associated with a business. If an industry or business does not have good data, these service providers tend to think of that industry or business as risky. The result is usually higher interest rates or premiums. With good, solid information, an entire industry can be seen as a solid investment or risk. PAII has the ability to present the innkeeping industry in a very positive light with the good information in the Industry Study. Think of the macro effect next time you are asked to participate in these kinds of research projects, because they come around to help you in the end in ways you might not have realized.

The Industry Study is one of PAII’s greatest assets – and so too should it be yours. To those of you who provided data for the study - thank you! To the sponsors who generously supported the project, we couldn’t have done it without you – thank you! As you prepare for your next fiscal year (and I know many of you are already thinking about it), be sure to use the Industry Study. Go to www.paii.org to get your copy today.
We hope you enjoy our second edition of Innkeeping Quarterly. Drop me a line and let PAII know what you think: jay@paii.org

Jay Karen
President & CEO

August 2007 - On My Mind

2007-08-01T14:49:00.002-04:00

I am what could be considered a fairly seasoned business traveler. In my professional career, I have been to over thirty states for business meetings, conferences, trade shows, etc. For the longest time, I was a loyalist with one of the big-box hoteliers, doing my best to rack up those points, so I could redeem one free night every two years. And since time is probably the most valuable currency these days, I tried spending as little time as possible finding and booking my lodging needs. I went directly to their web site, logged in, found the city, identified the best price, and hit click. While I have stayed at a number of bed and breakfast facilities with my wife on pleasure trips, I cannot remember once considering a bed and breakfast property for a business trip. Why is that? I can think of a few possible reasons, which I will get to in a minute.

Now that I am with PAII, I am making a commitment to stay at inns on business and pleasure trips whenever possible. What better primary research is there? But don't worry if you get a call from me to stay at your inn, I am not a quality control inspector. I simply want to talk with innkeepers to learn more about your businesses and needs. Since late June, I have stayed at inns in Marshall MI; St. Paul MN; and Cape May, NJ. I have one booked in Stony Brook, NY for an upcoming family wedding. I am enjoying my stays, but what's "on my mind" right now is our industry as it relates to the business traveler.

Now that I am actually pursuing inns for my business lodging needs, I am becoming aware of the various ways in which I can find and book my stays. To all those innkeepers who actively seek out opportunities to ensure your inn comes up in search engine results, and who participate in various industry-specific web portals—thank you! As a business traveler, it is essential that I can go to as few sites as possible to find as many inns as possible—and to find what features or amenities are most important to me. I consider myself a fairly typical business traveler, and here is what would make my experience (and probably many others) golden:

1) High speed Internet access in my room (Ethernet or wireless—doesn't really matter—as long as it's reliable and fast). It's nice to see from PAII's Industry Study that 85% of inns report offering wireless Internet access. If you can give me access to a printer for urgent needs, I would be in hog heaven.
2) The option of an express, to-go breakfast, in case I need to catch an early morning flight.
3) List of nearby dine-in or delivery options for late-night meals, in case I get in late.
4) Map of jogging routes, if I want to run 3 to 5 miles. Most inns do not have workout equipment (like many hotels), so I need help with finding safe exercise options. A deal with a nearby gym for your guests' use might be a good thing too.
5) An in-room desk is best for working on my computer, but if that's not possible, a lap-desk for use in the bed would suffice. Anything, so that I don't have to put my hot laptop directly on my lap.
6) Lastly, we business travelers enjoy having our very own iron and ironing board. If my room's closet or wardrobe cannot accommodate these items, it would be great if you would offer these at check-in, so I don't have to bother you at 11 p.m. or 5 a.m., when I actually do my ironing.

One question I plan to ask the opinion leaders in innkeeping world—what are we doing at the macro-level to attract the business traveler? I am sure there are thousands of inns across the country which are perfect for business travelers. We need to get the word out word out, and it’s starting! We have a great story to tell and fantastic product to sell. USA Today recently ran a story on B&Bs as an optimal choice for business travelers. Click here to read it.

What are you doing to attract the business traveler? Drop me a line at jay@paii.org.

July 2007 - On My Mind

2007-07-01T14:47:00.002-04:00

Let me tell you a little bit about why I love association management, and how I just know I'm going to love the innkeeping industry. First, association management: Few professions allow an individual to make such a positive impact on an entire industry like my profession. From an office in a small corner of the country, a dedicated group of people can deliver programs, education, and research to a critical mass of people that allow them to be more successful. We can meet with those who are part of and who influence the industry, and we can encourage them to move in line with our industry's objectives. My work at PAII goes way beyond collecting dues, offering sponsorship opportunities, and organizing an annual meeting—it is about impacting your businesses and lives in a good way. That is satisfying work.

While PAII is here to help you operate a successful business, the people behind the inns are what motivate me. Thousands of you put your hard-earned money, heart, soul, sweat and tears into providing a unique and wonderful experience for your guests. I think of you when I think about the direction in which this organization must go. For most of you, the inn is everything to you—a place to raise your family, a full-time job, and/or your life savings. For others, it might be a second career. Regardless of what brought you to this place, the success of your inns impacts your lives and personal happiness in a significant way, and that means a great deal to me.

Each and every experience at a country inn or bed and breakfast, and every innkeeper, is unique. By no means do I represent a commodity business, and that is why I love innkeeping. When your board of directors interviewed me for this position, they asked why I wanted the job at PAII, because, as an association executive, I could work in just about any industry imaginable. I said I wanted to work with people who are in hospitality and who love what they do. I want to be around people who get the most out of life (and from the innkeepers I've met so far, that is true), and who help others do the same through their livelihoods.

Proprietors of small businesses typically need their national associations more than large businesses. It's a matter of economy of scale—big businesses usually already have the benefits of large scale. Innkeeping is no different. PAII bears a solemn responsibility to do things for you that you could not do alone. How can we spread the word about the bed and breakfast experience? What kind of cost savings on vital business services and products can we negotiate on your behalf to give your bottom line a boost? How vast, meaningful, and accessible can we make networking and friendship-building opportunities for innkeepers all over the country and beyond? Which tools can PAII deliver that will help you compete most effectively? On which topics should PAII advocate at the national level for you? These are questions that keep me up at night in my profession and as your CEO.

As we move through the summer season, the PAII staff, Board of Directors, and Advisory Council are preparing for a vision and strategic planning session to take place in September. It is our responsibility to make sure we are working on the most important issues our resources will allow. Be on the lookout soon for the all-important needs assessment, which will help guide our discussion. Thank you in advance for filling it out—your input matters.
When it comes to innkeeping, what keeps you up at night? Please let me know. Drop me a line sometime.

Jay Karen

Jay is the new President and CEO of PAII, after having been with the National Golf Course Owners Association for ten years. He can be reached at jay@paii.org or 856.310.1102.