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With the combined impact of a nation at war and an economy in recession, many innkeepers are reporting reduced occupancy rates, combined with an increased trend to last-minute reservations. Here are some concepts to consider:
- Everything is marketing. Creating a brochure and a website, getting listed in Internet directories and guidebooks, and running an ad in your CVB publication is the beginning, not the end, of your marketing efforts. Make sure you're enhancing your Internet write-ups with up-to-date specials, great photography, newsletter sign-ups, and "tell a friend" options. Examine all aspects of innkeeping to help you increase reservations.
- Value is key. Year-end bonuses and raises were slim to non-existent in December 2001, and travelers are watching their wallets more carefully than ever. Although some people will never be satisfied, your goal is to make sure that fair-minded guests are getting fair value. Do this by honestly and objectively comparing your inn with other area lodgings, including the high value, low-cost motel chains. When problems arise, surprise your guests by treating their complaint as a gift, instead of arguing about technicalities.
- Online travel is huge. Online travel sales continue to grow and grow. Twenty-one million Americans "usually" buy their travel online, up 75% from 2000, according to results from the fourth annual PhoCusWright Travel Consumer Trends Survey. Use on-line bookings to make it easy for guests to plan their trips-even at midnight, when you're fast asleep. (You snooze, you won't lose).
- Your past guests are your best guests. What are you doing to encourage repeat and referral business? An email newsletter is an inexpensive way to remind past guests how much fun they had at your B&B, and to give them good reasons to return. Frequent sleeper programs reward returning guests, as do free, transferable gift certificates for midweek, off-season stays. Treat returning guests with free coffee mugs, tee-shirts, and other goodies from your gift shop-after all, they'll remember your B&B every time they use them.
- Listen to your guests. From specific requests to general booking patterns, your guests communicate their interests, needs, and priorities. Make sure that you're not punishing guests with overly rigid rules about credit cards, check-in, breakfast times and menus, and availability of telephones and TVs. Make it a point to stay in other B&Bs, inns, motels, and hotels as often as possible, so you'll never forget how it feels to be a guest.
- Don't collide, collude. Work with area inns and your local chamber of commerce to promote your town and state and its special events to the media. Think "outside the box" to get publicity for related special interests, from lighthouses to trains, quilting to fly-fishing. Remember that you are selling a destination, not just overnight accommodation.
- Competition is a reality. Make sure your rates, amenities, conveniences, and policies are competitive with successful area inns and motels. Visit your competitors' websites and compare their presentation and offerings to your own.
- Don't forget the basics of comfort. Many guests are accustomed to a comfortable, even luxurious lifestyle, and generally expect to be as comfy when they're on the road as they are at home. Their expectations include big beds, good lighting, ample storage space, easy access to telephone and TV, and the availability of hot or cold drinks in the afternoon and evening.
- Last but far from least-it's about hospitality. People are worried about their jobs, travel safety, global terrorism and more. Although no one wants their privacy invaded, guests want to feel special, coddled and cared for. No hotel concierge can ever compete with the innkeeper who offers the inside track on great restaurants, hidden hiking trails, and antiques auctions. At the end of the day, people come to inns for the innkeepers.
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Over 1,850 innkeepers across the U.S. accept BedandBreakfast.com gift certificates. It's a risk-free way to increase reservations. If you have not already signed up, here's an extra incentive: the 2000th B&B to join the program gets a one-year free upgrade to the next level of membership. Sign up today.
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For your protection, your traffic statistics and member information are shown only in the email we sent you. For more details, please log in with your property ID and password. Can't remember your password? Click here, then enter your property ID and we'll email it to you. Don't like your password? Once you're logged in to Home Base, just click "Change Password" (first item in the left-hand column), and choose another that's easier to remember. More information
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Time to move on? Sell your property by listing it on the leading Internet site for bed and breakfasts and inns, BedandBreakfast.com, visited by thousands of inngoers every day! Read more
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According to results from the 4th annual PhoCusWright Travel Consumer Trends Survey, 21 million Americans "usually" buy their travel online, up 75% from 2000. Nearly 27 million Americans have now bought travel online at least once, up from 21 million last year. Read more
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Our sister company, Munsenware, offers the most popular reservation and guest management software on the market: Guest Tracker.
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