Luxury Bed & Bteakfast Magazine, October 2017 Issue

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HARDWEARING MATERIALS THE IMPORTANCE OF SELECTING THE RIGHT MATERIALS FOR THE RIGHT ROOMS

SECURE ONLINE

SITEGEEK’S FOUNDER EXPLAINS HOW TO ENSURE YOU SET YOUR BUSINESS UP SECURELY ONLINE

UK’S FIRST

LUXURY

B&B MAGAZINE WWW.LUXURYBBMAG.CO.UK • ISSUE 19 • OCTOBER 2017

The perfect cup of coffee at your hotel Coffee supports creativity, promotes communication and increases well-being. That’ss why JURA designed the ‘plug and enjoy’ coffee machines that enable people to enjoyy their favourite beverage with style in their hotel. Their unique pulse extraction processs (P.E.P.®) ensures that even short specialities such as ristretto and espresso meet highest st coffee bar standards. Their greatest strengths are flexibility, aesthetics and simplicityy and the enlarged capacity of the bean container, water tank and coffee grounds conntainer. This makes them an absolute must-have in any environment where some 30 0 specialities are enjoyed every day: In hotel restaurants and bars In barista bars In coffee lounges To cater for employees

JURA Products Ltd Vivary Mill, Vivary Way Colne, Lancashire, BB8 9NW Tel: 01282 868266 / Fax: 01282 863411 sales@uk.jura.com uk.jura.com

WE8 – For lovers of coffee specialities

Manufacturer’s warranty: 25 months or up to 16 000 preparations

JURA – If you love coffee

Welcome

this month...

The market for B&B operators is encouraging at the moment for two main reasons. Firstly, compensating for the departure of evening sunshine is the fact that bookings generally pick up in autumn. And secondly, attracting foreign guests is the prevailing weakness of sterling, which was hammered following the 2016 EU referendum and was taking a further battering as we went to press, over weak sales data and a leadership uncertainty in the Conservative party – uncertainty that may have concluded by the time you are reading this. Every luxury B&B manager and owner will be aware to some degree of the importance of online security. Technology now has to be a core part of every hospitality operator’s business operator. In this issue the importance of online security is examined in detail by Sitegeek founder Steve Hooper (page 19), where he explains the role of an SSL FHUWLȴFDWH ZKLFK DXWKHQWLFDWHV WKH LGHQWLW\ of your website and encrypts data passing through it. :H SURȴOH WZR RXWVWDQGLQJ OX[XU\ % %V ȴUVW WKH DZDUG ZLQQLQJ &UDLJDWLQ +RXVH Courtyard in the Scottish Highlands, which combines tradition with the luxury of contemporary design and situated in two acres of manicured gardens. Then we look at the West Wales Penbontbren Luxury Bed & Breakfast, converted at great expense from the home of a Highland doctor to an outstanding luxury bed & breakfast styled in appearance and operation on the best that owners Martin and Andrea Anderson experienced in their travels. We hope you enjoy this issue and that you ȴQG SOHQW\ LQVLGH WR KHOS \RX VWHHU \RXU RZQ business to a prosperous future.

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ARRIVAL TIMES

Sally Chilton discusses issues relating to a lack of communication betweenB&Bs and their guests

ONLINE SECURITY

29

BEDPOSTS HOT TOPICS

Rory McGregor talks through the key topics of discussion among the management teams of UK Luxury B&Bs

Sitegeek founder Steve Hooper talks us through the process of ensuring website security

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45 Editor

NEWS

Industry news from around the UK

HOSPITALITY TRENDS

Welcome Systems marketing director Mark Ellis forecasts next year’s hospitality buzzwords

CRAIGTIN HOUSE & COURTYARD

Owners Martin and Andrea Anderson tell the story behind their Perthshire conversion

PENBONTBREN LUXURY BED & BREAKFAST

Richard Morgan-Price tells how his project to convert farm to B&B ran £300,000 over budget

SETTING THE COLOUR

Flooring specialist Morgan & Quinn gives a guide to carpeting your luxury B&B in the right colours

HARDWEARING MATERIALS

Real Stone & Tile reveal the importance of choosing WKH ULJKW PDWHULDO IRU WKH ȵRRUV RI HYHU\ URRP

SPREADABLE VARIETY

Single Variety founder tells the story behind the success of its award-winning Seville orange marmalade

TACKLNG TRIP ADVISOR

In its capacity as industry management strategy blogger, Out of (GHQ JLYHV WRS WLSV RQ PD[LPLVLQJ \RXU 7ULS $GYLVRU SURÈ´OH

EDITOR

PUBLISHING DIRECTOR

Bill Lumley bill.lumley@jld-media.co.uk 01737 852 345

Helen Richmond helen.richmond@jld-media.co.uk 01737 852 344

Luxury Bed & Breakfast is available on subscription. UK & Ireland £65; Overseas £98.

SALES MANAGER

SUBSCRIPTIONS

Printed by Stephens & George Ltd

Dywayne Ramsundar dywayne.ramsundar@jld-media.co.uk 01737 852 342

subscriptions@jld-media.co.uk 07808 773 346

DESIGN & PRODUCTION

Stuart West stuart.west@jld-media.co.uk 01737 852 343

No part of this publication may be reproduced without the written permission of the publishers. The Publishers accept no responsibility for any statements made in signed contributions or in those reproduced from other sources, nor for claims made in any advertisements.

Luxury Bed & Breakfast - 3 - October 2017

Luxury Bed & Breakfast is published monthly.

Luxury Bed & Breakfast JLD Media, 25 Clarendon Road, Redhill, Surrey RH1 1QZ Tel: +44 (0) 1737 852 100 www.luxurybbmag.co.uk All rights reserved © JLD Media 2017

- News -

Do you Have the Most Stylish Hospitality Venue in Europe? Awards Launched to Recognise Striking Interior Design Formerly known as the Hilden Style Awards, the new and improved Vision Style Awards launched on 31st July with 12 new and exciting categories to choose from. 'HVLJQHG WR ȴQG WKH KLGGHQ JHPV LQ KRVSLWDOLW\ 9LVLRQ 6XSSRUW 6HUYLFHV DUH RQ WKH ORRNRXW IRU WKH PRVW VW\OLVK WKH PRVW URPDQWLF DQG WKH PRVW HFR IULHQGO\ YHQXHV DFURVV WKH FRQWLQHQW 6HHNLQJ WR UHFRJQLVH DQG UHZDUG WKH EHDXWLIXO LQWHULRUV RI LQGHSHQGHQW YHQXHV WKH 6W\OH $ZDUGV DUH QRZ LQ WKHLU ȴIWK \HDU KDYLQJ XQGHUJRQH D FRPSOHWH RYHUKDXO 1RZ RSHQ WR D UDQJH RI KRVSLWDOLW\ YHQXHV DFURVV WKH ZKROH RI WKH 8. DQG (XURSH WKH WH[WLOH JLDQW LV ORRNLQJ IRU D SODFH OLNH QR RWKHU &RXOG \RXUV EH WKDW OLWWOH VOLFH RI KHDYHQ WKH\ȇUH ORRNLQJ IRU"

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Luxury Bed & Breakfast - 4 - October 2017

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KIITC K CHE H N& TAB A LE LIN NE EN N

BA ATH THRO ROOM LINE LI NEN

BEDR ROOM LINE NEN NE

Tip Top offers a complete range of linen to hire. You can choose from a wide variety of quality table, kitchen, bedroom and bathroom linens, and we’ll provide samples to help you select the right products for your business. Whether you need one-off hire or a new product item from our top quality ranges we are here to help. Join the growing number of businesses that rely on Tip Top.

Call us now on 01582 495485 or visit tiptoplinenservices.com

- News -

Scottish B&B first to only accept bikers as overnight guests They are often maligned visitors who have faced blanket bans from pubs and guest-houses across the UK amid claims of anti-social behaviour and leaking modes of transport. But now a Scottish B&B has EHFRPH WKH ȴUVW LQ WKH FRXQWU\ RQO\ WR DFcept bikers as overnight guests. Ben Moor runs the property with his parents Angie and Mike, and all are keen bikers. 7RUJXLVK +RXVH ȴYH PLOHV VRXWK RI ΖQYHUQHVV DW WKH VWDUW RI WKH SRSXODU 1& WRXULQJ URXWH KDV EHHQ ELNHU IULHQGO\ IRU \HDUV EXW XQWLO QRZ KDV DOVR ZHOFRPHG RWKHU WRXULVWV 1RZ LW KDV DQQRXQFHG SODQV WR EHFRPH Ȋ SHU FHQW ELNHUȋ IURP WKH EH-

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Luxury Bed & Breakfast - 6 - October 2017

- News A North Dorset bed and breakfast has scooped a Taste of West Gold award for the ȴIWK WLPH ZLWK MXGJHV QDPLQJ LW DV D ȆȴQH H[ample of the very best B&B’s in the region.’ 7KH 2OG )RUJH DW &RPSWRQ $EEDV LV UXQ E\ 6RSKLH /XF\ DQG 7LP .HUULGJH R΍HULQJ EHG EUHDNIDVW JODPSLQJ DQG VHOI FDWHULQJ /XF\ VDLG Ȋ:H DUH GHOLJKWHG WR KDYH ZRQ DQRWKHU *ROG DZDUG IRU RXU 7DVWH RI WKH :HVW KRPH FRRNHG EUHDNIDVW ȋ -XGJHV VDLG 7KH ZHOO GHVLJQHG DQG GHWDLOHG ZHEVLWH JLYHV D JUHDW GHDO RI LQIRUPDWLRQ RQ WKH 2OG )RUJHȇV ORFDO VRXUFLQJ SROLF\

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Luxury Bed & Breakfast - 7 - October 2017

- Industry News -

The Bay Tree Trained chef, Emma Macdonald, founded The Bay Tree nearly 25 years ago. The company is renowned for its unique interpretations on classic recipes. The Bay 7UHH V OX[XULRXV UDQJH RI SUHVHUYHV R΍HU a practical solution to providing premium TXDOLW\ IXVV IUHH DQG IDQWDVWLFDOO\ ȵDvoured accompaniments for B&B's. “Convenience is key. Our single serve jars of SUHVHUYHV R΍HU DQ HDV\ KLJK TXDOLW\ VROXWLRQ IRU % % RSHUDWRUV DQG RXU FODVVLF UHFLSHV ZLWK D WZLVW FDQ KHOS DGG H[WUD RRPSK WR FURLVVDQWV WRDVW \RJKXUW DQG SDVWULHV HDFK DQG HYHU\ PRUQLQJ :LWK WKH DUULYDO RI DXWXPQ SRUULGJH UHPDLQV D ȴUP IDYRXULWH *XHVWV FDQ SHU VRQDOLVH D KHDUW\ ERZO ZLWK D GROORS RI WKHLU IDYRXULWH SUHVHUYH LQ D VLQJOH VHUYH JUDE DQG JR SRW :H DOVR R΍HU WKUHH FDWHULQJ VL]H WXEV RI RXU EHVW VHOOLQJ SUHVHUYHV %ODFNFXUUDQW -DP 6WUDZEHUU\ -DP DQG 6HYLOOH 2UDQJH 0HGLXP &XW 0DUPDODGH 7KHVH JLYH RSHUDWRUV PXFK JUHDWHU ȵH[LELOLW\ ZLWKRXW FRPSURPLVLQJ RQ WDVWH

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Tracklements Balsamic Onion Jam: For autumnal dishes that pack a punch As summer slips away, and al fresco dining WXUQV LQWR HDUO\ QLJKWV E\ WKH ȴUH ZLWK hearty meals to match, discover a treat IURP 7UDFNOHPHQWV VXUH WR ȴUH XS WKH taste buds; new, limited edition Balsamic Onion Jam. &KRFN IXOO RI SOXPS MXLF\ RQLRQ DQG ΖWDOLDQ EDOVDPLF YLQHJDU WKLV VWLFN\ RQLRQ MDP UHDFK HV QHZ KHLJKWV $ VHQVDWLRQDO FRQFRFWLRQ LWȇOO ZRUN LWV PDJLF ZLWK RQH SRW GLQQHUV DQG WUDQVIRUP 6XQGD\ ODVDJQHV *DWKHU IULHQGV URXQG DQG PDNH ERQȴUH QLJKW JR R΍ ZLWK D EDQJ 6ODWKHU %DOVDPLF 2QLRQ -DP RYHU ZDUPLQJ ZLQQHUV OLNH VSLFHG SXOOHG SRUN EXQV RU GROORS WKLV JXWV\ UHOLVK RYHU KRW VDXVDJH UROOV :LWK D OLS VPDFNLQJ WDQJ LWȇV WKH SHUIHFW SDUWQHU WR D WKLFN FXW EDFRQ EXWW\ DQG XQ EHDWDEOH RQ D JULOOHG SURYRORQH SDQLQL 6DYRXU HYHU\ ODVW VSRRQIXO RI WKLV VXSHUE MDP DQG

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- Industry News -

Novus Tea: premiumising guest amenities Tea is still the UK’s most popular hot beverage and, with healthy credentials and ORZHU FDÎ?HLQH WKDQ FRÎ?HH WHD LV WKH SHUIHFW GULQN IRU D OHVV FDÎ?HLQH IXHOOHG GD\ 6DOHV Č´JXUHV DUH H[FHOOHQW WRR SUHPLXP tea sales are set to double over the next ten years (according to Mintel) and sales of healthier green and herbal teas have already doubled in the past two years. $V D UHVXOW RI WKHVH WUHQGV PDQ\ OX[XU\ % %V DUH VHHLQJ WKH EHQHČ´WV RI SUHPLXPLVLQJ WKHLU

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(Î?HFWLYH SUHVHQWDWLRQ DQG SURPRWLRQ RI \RXU WHD RÎ?HU LV YHU\ LPSRUWDQW +LJK TXDOLW\ LQ URRP WHD FKHVWV ZLOO EH WKH NH\ WR \RXU EHGURRP RÎ?HU KHOSLQJ FRQYH\ D VHQVH RI TXDOLW\ DQG YDOXH ΖQGLYLGXDO WHD HQYHORSHV DUH LQYLWLQJO\ GLVSOD\HG DQG IXUWKHU LQIRUPD WLRQ DERXW WKH WHDV FDQ EH FRQYH\HG XVLQJ D WDLORUHG OLG LQVHUW LI UHTXLUHG Telephone: 01621 776179 Website: www.novustea.co.uk

EcoPuro: Chilled drinking water served in your own-brand bottles With the latest public backlash against the wastefulness of drinking water supplied in single-use plastic bottles, luxury B&Bs and small hotel operators have a real opportunity to tune in to their guests’ desire for a more sustainable and ethical alternative. 7KH\ FDQ QRZ VHUYH LQ KRXVH Č´OWHUHG ZDWHU in their own-brand bottles in a way that is not just more environmentally-friendly than buying in bottled water, it’s also more FRVW HÎ?HFWLYH 7KH UHFHQWO\ ODXQFKHG (FR3XUR FRPSDFW

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Luxury Bed & Breakfast - 9 - October 2017

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- Industry News -

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Luxury Bed & Breakfast - 12 - October 2017

- Monthly Column / David Weston -

british B&Bs celebrated at first "B&B Summit" David Weston

S

ince the B&B Association was founded 11 years ago, we have always been conscious of a feeling that British B&Bs – though a real success story in many ways – somehow did not ever quite get the recognition they deserved; espeFLDOO\ LQ RÉ?FLDO FLUFOHV Might that be about to change? On 18th 2FWREHU ZH DUH KROGLQJ WKH Č´UVW HYHU ČŠ% % Summitâ€? in London – and the new Tourism Minister, John Glen, has agreed to open it and give the keynote speech, celebrating the best RI %ULWLVK % %V DQG JXHVW KRXVHV :HȇUH GHOLJKWHG WKDW RXU VHFWRU Č‚ W\SLČ´HG E\ PDQ\ RI WKH UHDGHUV RI ČŠ/X[XU\ % % 0DJDzineâ€? – is now at last getting recognition in *RYHUQPHQW $W WKH % % 6XPPLW WKH 0LQLVWHU will be joined by the CEO of VisitBritain, and (most importantly) some of the best and DZDUG ZLQQLQJ % % RZQHUV LQ WKH FRXQWU\ This Government recognition in England follows similar Ministerial recognition in Scotland, where the Scottish Government’s &DELQHW 0LQLVWHU IRU 7RXULVP DQG H[WHUQDO DIfairs, Fiona Hyslop MSP, launched the Scottish B&B Association last November, hailing the % % VHFWRU DV ČŠD XQLTXH Č‚ EXW YLWDO SDUW RI our tourism and hospitality industryâ€?, and a ČŠYLEUDQW VHFWRUČ‹ 7KH 0LQLVWHU DGGHG ȊΖ NQRZ IURP P\ RZQ travels around Scotland that our new gener-

ation of B&Bs is everything that tourists are now looking for: individual, high quality and ZLWK RQH WR RQH SHUVRQDO VHUYLFH $QG WKDW LV UHȾHFWHG RQ D OHDGLQJ UDWLQJV ZHEVLWH ZKHUH B&Bs are rated more highly that our hotels IRU JXHVW VDWLVIDFWLRQȋ And the Ministerial recognition in Scotland DQG (QJODQG LQ WXUQ DGGHG WR WKH H[WUDRUGLnary international recognition this Summer, when the Chinese launched a lavish and SUHVWLJLRXV ȆΖQWHUQDWLRQDO % % &RQIHUHQFHȇ LQ Shanghai, and invited the B&B Association to give the keynote speech about British B&Bs – which the organisers recognized as the model which a nascent Chinese B&B industry could DVSLUH WR IROORZ 6R ZH ZLOO NHHS ȆȾ\LQJ WKH ȾDJȇ IRU \RX DQG for the British B&B sector, only now perhaps ZH ZLOO QRW EH PHUHO\ YRLFHV LQ WKH ZLOGHUQHVV We will be speaking for an industry recognized even in corridors of power as a vital FRQWULEXWRU WR 8. WRXULVP $Q RSWLPLVWLF QRWH on which to start looking ahead towards 2018! The Bed & Breakfast Association is the UK trade association for B&B and guest house owners, and exists to inform, support & represent owners. Membership costs £60 a year. www.bandbassociation.org

Luxury Bed & Breakfast - 13 - October 2017

- Monthly Column / Bedposts Hot Topics -

bedposts hot topics Roy McGregor, for BedPosts Forum and BedPosts Business Club

In our regular feature Roy McGregor takes us through the hot topics being discussed this month.

THE BEST OF TIMES? At the time of writing, it is too early to say whether this really has been a Staycation season but it does appear that the Brexit HÎ?HFW RQ VWHUOLQJ KDV KHOSHG WR EULQJ LQ VRPH business. Some have posted about patchy business and a lack of forward bookings. Following on the comment: "Has anyone heard of "SORTUMN"? ΖW V WKH Č´IWK VHDVRQ VR ZH DUH told, in between summer and autumn). A few postings were made along the lines of "We DOZD\V Č´QG $XWXPQ LV JRRG IRU ERRNLQJV SOHQW\ RI WKLQJV VWLOO RSHQ DQG WKH ZHDWKHU LV JHQHUDOO\ JRRG 3HRSOH ZDLW IRU WKH NLGV WR JR EDFN WR VFKRRO WKHQ WKH\ ERRN D EUHDN 6HSWHPEHU LV XVXDOO\ EHWWHU WKDQ $XJXVW IRU XV and 6HSW 2FW DUH XVXDOO\ RXU EHVW PRQWKV ORWV RI JUDQGSDUHQWV ZKR KDYH EHHQ ORRNLQJ DIWHU WKHLU JUDQGFKLOGUHQ DOO VXPPHU KROLGD\V DUH GHVSHUDWH WR JHW DZD\ Anyway, things must have heated up in business terms along with the weather. This has been demonstrated, as happens every year, by the increase in postings on our pop-

ular Undesirable Guests board. Well over 300 postings appeared in July/August and here are some for you to agree with, or make you perhaps feel thankful that it hasn't happened to you, yet! I There are many gripes that I haven't been able to include, from the irritation caused by the owners of 4x4s who park wherever they want to Chinese girls showering three times a day including at 01.30 a.m.

DO YOUR GUESTS FAIL TO MASTER AN ON/OFF SWITCH? From a self-catering member: ΖW V REYLRXVO\ JRLQJ WR EH D JUHDW VHDVRQ $ JXHVW MXVW FDPH GRZQ WR UHFHSWLRQ &RXOG \RX VKRZ PH KRZ WKH YDFXXP FOHDQHU ZRUNV" :HOO LW MXVW KDV D EXWWRQ \RX SUHVV DQG LW FRPHV RQ ΖW V GLÎ?HUHQW WR WKH RQH DW KRPH DQG Ζ FDQ W Č´JXUH LW RXW 2. Ζ ZLOO FRPH DQG VKRZ \RX ΖWȇV DOPRVW DV JRRG DV WKH

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DO YOUR GUESTS ARRIVE ON TIME? As ever, discussion over arrival times was there. ΖI ZH DUH ZDLWLQJ IRU JXHVWV WR DUULYH ZH XVXDOO\ VLW GRZQ IRU GLQQHU ΖW JXDUDQWHHV WKHLU DUULYDO 5DUHO\ IDLOV Another member did raise an alternative view on tardy arrivals 7KH SRLQW DERXW JXHVWV MXVW QRW WKLQNLQJ LV VR WUXH 0DQ\ \HDUV DJR ORQJ EHIRUH GRLQJ % % Ζ ERRNHG LQWR D % % LQ +HUHIRUGVKLUH VR WKDW Ζ FRXOG YLVLW P\ GDXJKWHU OLYLQJ QHDUE\ ZKR Ζ FRXOGQ W VWD\ ZLWK RQ WKDW RFFDVLRQ Ζ KDG JLYHQ DQ DUULYDO WLPH RI DURXQG R FORFN EXW RQ WKH ZD\ GRZQ IURP /RQGRQ GHFLGHG Ζ ZRXOG YLVLW P\ GDXJKWHU ȴUVW DQG E\ WKH WLPH Ζ JRW WR WKH % % LW ZDV JRQH Ζ ZDV WRWDOO\ P\VWLȴHG DW WKH VRPHZKDW FRRO UHFHSWLRQ Ζ UHFHLYHG DQG LQGHHG GLGQ W ZRUN LW RXW XQWLO PDQ\ \HDUV ODWHU ZKHQ Ζ VWDUWHG GRLQJ % % P\VHOI $QG Ζ OLNH WR WKLQN Ζ P SROLWH FRXUWHRXV UHVSHFWIXO HWF HWF EXW Ζ FHUWDLQO\ ZDVQ W RQ WKDW RFFDVLRQ DQG KDGQ W HYHQ UHDOLVHG Luxury Bed & Breakfast - 14 - October 2017

WASTE NOT, WANT NOT? One member's post: :H KDG D IDPLO\ RI IRU D ZHHN DOO RI ZKRP RUGHUHG D YHU\ IXOO IXOO (QJOLVK HDFK PRUQLQJ (YHU\GD\ DOO RI WKHP OHIW PRUH WKDQ KDOI RQ WKH SODWHV This brought one response: $K Ζ YH SDLG IRU LW VR Ζ P KDYLQJ LW EULJDGH Č‹ :H KDG D FKDS ZKR FDPH IRU EXVLQHVV DP HYHU\ PRUQLQJ IXOO (QJOLVK PRVW RI ZKLFK ZHQW LQWR WKH ELQ Ζ IHOW OLNH VD\LQJ /HW V FXW RXW WKH PLGGOHPDQ MXVW WHOO XV ZKDW \RX ZRXOG OLNH XV WR WKURZ LQ WKH ELQ WKLV PRUQLQJ ΖWȇV D ZLFNHG ZDVWH RI IRRG Not just food, of course, EXW WLPH DQG HÎ?RUW IRU WKH KRVW

DO YOUR GUESTS FAIL TO CHECK THEIR SPECIAL REQUIREMENTS ON BOOKING? How many of us have had guests arrive expecting us to meet their special needs as this member experienced: :H KDYH D JXHVW ZDQW-

- Monthly Column / Bedposts Hot Topics -

LQJ WR SXW D ELNH LQ KLV URRP % FRP ERRNLQJ IRU QLJKWV ERRNHG LQ -DQXDU\ QR PHQWLRQ RI D ELNH RQ ERRNLQJ RU VXEVHTXHQW FRUUHVSRQGHQFH 7KH\ VWRRG LQ RXU KDOOZD\ DUJXLQJ WKDW WKH ELNH FRVW e DQG FRXOG QRW EH OHIW RXWVLGH :H KDG R΍HUHG WR VWRUH WKH ELNH LQ WKH EDFN JDUGHQ EXW WKLV ZDV QRW JRRG HQRXJK DQG WKH\ ZHUH DJKDVW WKDW ZH GLGQ W KDYH D VKHG DQG WKH SUHFLRXV ELNH ZRXOG EH RSHQ WR WKH HOHPHQWV :H HYHQWXDOO\ WROG WKHP WR ERRN HOVHZKHUH DQG ZH ZRXOG ZDLYH WKH FDQFHOODWLRQ FKDUJH IXOO DPRXQW :H VLPSO\ GLGQ W ZDQW WKHP WR VWD\ DQG VSRLO WKH DWPRVSKHUH IRU WKH UHVW RI WKH JXHVWV Similarly another member’s experience: $ JXHVW ERRNHG ZKR QHHGHG DFFHVV IRU KLV SRZHUHG ZKHHOFKDLU ZKLFK KDG WR EH LQ KLV URRP DOO WKH WLPH +H ZDV ERRNHG RQWR WKH VW ȵRRU DQG ZH GRQ W KDYH D OLIW +H ZDV DQQR\HG WKDW % FRP GLGQ W SURYLGH WKH LQIRUPDWLRQ RU KH ZRXOG KDYH ERRNHG HOVHZKHUH DQG EHIRUH \RX DVN ZH GR KDYH DQ DFFHVV VWDWHPHQW RQ RXU ZHEVLWH A responder commented ΖW PXVW WDNH D VSHFLDO NLQG RI VWXSLG WKRXJK WR ERRN YLD DQ 27$ ZKHQ \RX KDYH VXFK VSHFLDO QHHGV DW OHDVW \RX ZRXOG KDYH WKRXJKW D FDOO DORQJ WKH OLQHV RI GR \RX KDYH D JURXQG ȵRRU URRP EHFDXVH A posting on 22nd July: 2. VR Ζ XQGHUVWDQG WKDW LW V TXLWH ZDUP LQ 6ZLW]HUODQG DW SUHVHQW DQG 6FRWODQG ZHOO LV 6FRWODQG 7KLV PRUQLQJ D 6ZLVV FRXSOH FDPH IRU EUHDNIDVW LQ WKHLU FRDWV +RXVH WHPS ZDV & DQG RXWVLGH DW DP LW ZDV & QRW FROG 6R ZH SXW WKH KHDWLQJ RQ DQG WXUQHG WKH HOHFWULF KHDWHU LQ VXQ URRP XS 7RQLJKW ZH YH JRQH WR WKH H[WHQW RI KDYLQJ WKH ȴUH ORJ EXUQHU OLW DQG WKH KHDWLQJ RQ DSSDUHQWO\ WKDW V PDGH LW ȆFRV\ SHUIHFWȇ \HW KH VWLOO KDV D SX΍HU MDFNHW RQ 2K \HV WKH KRXVH LV QRZ ZDUP YHU\ ZDUP ȋ

LOSE OR WIN? Some feel that they just cannot win: "I read a % FRP UHYLHZ WRGD\ IURP VRPHRQH ZKR PRDQHG DERXW RXU XQWLG\ JDUGHQ ZHOO LW V RXU SULYDWH JDUGHQ 6RPH URRPV GR RYHUORRN LW EXW PRVW JXHVWV DUH KDSS\ WR DFFHSW LW DV D ZLOGOLIH JDUGHQ DQG VRPH KDYH HYHQ FRPSOLPHQWHG LW Others feel that they have won, especially when there is a demand for rooms: "My faYRXULWH PHPRU\ LV VHHLQJ WZR HMHFWHG QHJRWLDWRUV WUXQGOLQJ WKHLU FDVHV GRZQ WKH VWUHHW DQG VWDUWLQJ WR DUJXH EHWZHHQ WKHPVHOYHV 7KH\ KDG ERRNHG RQOLQH DQG ZKHQ WKH\ WXUQHG XS DQG Ζ ZDV VKRZLQJ WKHP WKH URRP WKH\ GLVOLNHG HYHU\WKLQJ DERXW WKH URRP WKDW 7+(< KDG VHOHFWHG ZKHQ ERRNLQJ :URQJ ȵRRU 79 WRR VPDOO VKRZHU ZURQJ GLGQ W OLNH WKH NHWWOH QRW QLFHO\ GHFRUDWHG HWF SOXV WKH KRXVH ZDV LQ WKH ZURQJ ORFDWLRQ $OO WKLV ZLWKLQ

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XQHWKLFDO DPRUDO PRQH\ PDNLQJ PDFKLQH ΖWV URRWV DUH QRW JURXQGHG LQ KRVSLWDOLW\ EXW LQ PDNLQJ PRQH\ ZKLOVW DW WKH VDPH WLPH H[RQHUDWLQJ LWVHOI RI $1< UHVSRQVLELOLW\ WR HLWKHU WUDYHOOHUV RU KRVWV DQG DYRLGLQJ DQG HYDGLQJ DOO WD[HV DQG RWKHU GXHV SD\DEOH LQ WKLV DQG RWKHU FRXQWULHV 7KH GDPDJH $LUEQE KDV FDXVHG DURXQG WKH ZRUOG LV EUHDWKWDNLQJ FDXVLQJ D VKRUWDJH RI D΍RUGDEOH UHQWHG DFFRPPRGDWLRQ /RRN DW WKH KRXVLQJ VLWXDWLRQ LQ /RQGRQ WR QDPH MXVW RQH FLW\ VX΍HULQJ IURP ODFN RI D΍RUGDEOH KRXVLQJ 5HFHQWO\ JXHVWV VWD\LQJ ZLWK XV IURP <RUN UHSRUWHG VLPLODUO\ 3ULYDWH ODQGORUGV ZKR DUH QR ORQJHU SDLG WKHLU UHQW GLUHFW E\ WKH DXWKRULWLHV IRU WKRVH RQ EHQHȴWV DUH ORRNLQJ WR ȴQG DQ HDVLHU ZD\ RI HDUQLQJ FRQVLGHUDEO\ PRUH PRQH\ IURP WKHLU SURSHUWLHV $QG LQ PDQ\ FDVHV $LUEQE KDV EHFRPH WKHLU PHDO WLFNHW 0XFK OLNH %RRNLQJ FRQ DW WKH RWKHU HQG RI WKH ȆFRQ FKDLQȇ LW H[LVWV VROHO\ WR PDNH PRQH\ IRU LWVHOI ZLWK QRWKLQJ ZKDWVRHYHU EHLQJ LQYHVWHG LQ UHWXUQ LQ HLWKHU WRXULVP RU DQ\ RWKHU ȴQDQFLDO EHQHȴW WR WKLV FRXQWU\ 2I HTXDO FRQFHUQ LW KDV SURYHG GHYDVWDWLQJO\ GHVWUXFWLYH WR OHJLWLPDWH EXVLQHVVHV 1RZ WKDW ZH VHHP WR KDYH ZRNHQ XS DQG VPHOW WKH FR΍HH L H UHDOLVHG WKDW SHUKDSV $LUEQE FRXOG EH WKH UHDVRQ IRU ORZ ERRNLQJV WKLV \HDU SHUKDSV ZH FRXOG $// FRQVLGHU D FRQFHUWHG FDPSDLJQ DJDLQVW $LUEQE

....AND WHAT ABOUT INDUSTRY CONSOLIDATION? As of writing the revolution has yet to start however the post, edited down for this article, won support. Times are changing. &RQYLQFHG WKDW LW D΍HFWHG RXU :LQWHU WUDGH :H UH KDYLQJ WR GR TXLWH D ELW DW SUHVHQW WR NHHS ORFDO FRXQFLO KDSS\ TXLWH VXUH LI DOO WKH $LUEQE SODFHV KDG WR GR WKH VDPH WKHLU EXEEOHV PLJKW EXUVW Ζ KDYH D IHHOLQJ SDUW RI WKH SDLQ WKH % % PDUNHW LV JRLQJ WKURXJK LV WKDW WKH 27$ PRGHO LV YHU\ QHZ WR WKH % % PDUNHW ΖQ VHOI FDWHULQJ LW KDV EHHQ DURXQG IRUHYHU DOWKRXJK LW REYLRXVO\ ZDVQ W RQOLQH LQ WKH JRRG ROG GD\Vȇ 5HPHPEHU +RVHDVRQV %ODNHV (QJOLVK &RXQWU\ FRWWDJHV HWF SUREDEO\ DOO QRZ SDUW RI &RWWDJHV X GRPLQDWHG WKH VHFWRU IRU GHFDGHV EHIRUH WKH IRXQGHUV RI % FRP DQG $LU HWF ZHUH HYHQ ERUQ % % V FRPSODLQ DERXW FRPPLVVLRQ 7KHVH VKDUNV WRRN WDNH DQG $// ERRNLQJV WKURXJK WKHP

AIRBNB - A THREAT? Ζ KDYH ELW P\ WRQJXH IRU D ORQJ WLPH EXW Ζ DP QRZ JRLQJ WR VD\ LW KRZ LW LV 6LQFH Ζ ȴUVW VWXPEOHG DFURVV $LUEQE DURXQG \HDUV DJR Ζ KDYH VHHQ LW DV QRWKLQJ PRUH WKDQ DQ XQVFUXSXORXV Luxury Bed & Breakfast - 15 - October 2017

As ever, you're invited to join our free forum and share in the conversation at www.bedposts.org.uk

- Monthly Column / Sally's Notebook -

arrival times Our regular columnist Sally Chilton talks to us about the lack of communication between guests and B&B when it comes to arrival

I

times and how she feels booking systems could do more to help.

t has been the worst year for communication ever. That’s not to say that the old days were always good. However, guests nowadays never seem to tell me their arrival time. The excuses I have heard never fail to amuse me: ‘I went shopping and I assumed you would be in 24/7.' ‘I asked a stranger at the bus stop to direct me and they sent me the wrong way ‘, ‘We decided to squeeze in some sightseeing as we were in town already’, ‘We went to a party’, ‘We entered in the wrong postcode’ Or ‘Our plane was delayed’ 7KH ODVW RQH DOZD\V EDÉžHV PH DV QR PDWWHU what age, most guests are glued to their SKRQH DQG WKH Č´UVW TXHVWLRQ Ζ JHW DVNHG LV

:KDW LV WKH :Lȴ SDVVZRUG" Ζ ZRXOG QHYHU dream of not telling the hotel or B&B my arrival time, especially when I have the means to do so. 7KH FRQYHQLHQFH RI ERRNLQJ V\VWHPV KDV KLJKOLJKWHG WKH ODFN RI SODQQLQJ RQ WKH SDUW RI the guest who just assumes, based on previRXV H[SHULHQFHV Ζ DP DW WKHLU EHFN DQG FDOO ΖQ my opinion, I feel channel managers should GR PRUH WR HQFRXUDJH JXHVWV WR OHW XV NQRZ ZKHQ WKH\ DUH DUULYLQJ MXVW OLNH WKH\ UHPLQG the guest to leave a review. It is frustrating to say the least ‌. as I end

up having to change plans or delay plans and ultimately negate my plans. This then turns into a feeling of being trapped, which is my worst scenario. Being able to get out of the house is very important for me as it helps my mind reset and I get the alone time I need to re-cooperate from being ‘on call’ from dawn WR GXVN Ζ KDYH FRQVLGHUHG ORFN ER[HV DQG Ζ DJUHH for many B&Bs, and especially self-catering providers, they are the perfect route. However, for me they are not really an option. Being a family home as much as a business, I just don’t feel that comfortable allowing strangers to let themselves in. My solution to WKLV ODFN RI SURPSWLQJ LV QRW WKH TXLFNHVW RU JXDUDQWHHV UHVXOWV EXW LW GRHV NHHS PH sane‌ to an extent. If I notice that no arrival time has been JLYHQ Ζ HPDLO WKH ERRNHU VWUDLJKWDZD\ Ζ WKHQ IROORZ XS D ZHHN EHIRUH WKH\ DUULYH ΖI WKH\ still haven’t gotten in touch, I email them again, as well as text them on their mobile (if I have it) the day before their arrival. I would VD\ DERXW RI JXHVWV JHW EDFN WR PH E\ the third attempt. Still not great, but better than nothing. To capture their attention and encourage communication, I have started to include DGGLWLRQDO TXHVWLRQV VXFK DV :RXOG \RX OLNH PH WR DUUDQJH D WD[L" 7KLV ZRUNV LI \RX KDYH D JRRG UHODWLRQVKLS ZLWK D taxi company, as they will alert you if there are any delays. Luxury Bed & Breakfast - 16 - October 2017

+RZ DERXW Ζ PDNH GLQQHU UHVHUYDWLRQV RQ \RXU EHKDOI DW D ORFDO UHVWDXUDQW" $JDLQ DQRWKHU JUHDW ZD\ WR JHW WKH JXHVW WR PDNH WLPH to communicate even if it’s a no. $QRWKHU SOR\ LV WR UHPLQG P\ JXHVWV WKDW Ζ VHUYH D ZHOFRPH WHD DQG FDNH EHWZHHQ SP WKLV LV YHU\ HÎ?HFWLYH DV QR JXHVW ZDQWV to feel as if they are missing out! )RU WKRVH LQHYLWDEOH ZHHNHQGV ZKHQ Ζ GRQȇW have an arrival time I change my personal SODQV Ζ VFKHGXOH DQ HYHQLQJ RI EDNLQJ DQG RU FRRNLQJ VR DW OHDVW Ζ IHHO P\ WLPH LV QRW JRLQJ to waste. Or I invite friends round to mine for VXSSHU DQG OHW WKHP NQRZ WKDW DW VRPH SRLQW guests will be arriving during the evening. ΖQYDULDEO\ P\ IULHQGV OLNH WR PHHW P\ JXHVWV and many-a-time they have joined the dinner WDEOH IRU D FRÎ?HH RU VRPHWKLQJ VWURQJHU ΖW means I can still have a social life. %DVHG RQ P\ PRVW UHFHQW ERRNLQJV Ζ ZRXOG say this trend of not informing me is set to continue and so I am learning to adapt. However, I still feel more should be done by the FKDQQHO PDQDJHUV HVSHFLDOO\ WKLQNLQJ DERXW all the commission I am paying to them. Till next time,

Sally x www.parklandsbandb.com e: info@london-hospitality.co.uk

- Monthly Column / Sally's Recipes -

Some freshly baked cake or home made biscuits with a cup of tea on arrival is always well received by guests after a long journey – don’t forget to save some for yourself too!

LIMONCELLO SPONGE CAKE

Bay Tree Shortbread Triangles

INGREDIENTS 225g unsalted butter 225g caster sugar 4 medium size free range eggs J VHOI UDLVLQJ VXSHU Č´QH ČľRZHU Zest of 1 lemon

INGREDIENTS 225g unsalted butter, softened 110g caster sugar J SODLQ ČľRXU J FRUQČľRXU Pinch of salt %D\ 7UHH ČľDYRXUHG FDVWHU VXJDU

Syrup: Juice of 1 lemon 3 tablespoons of Limoncello 75g of caster sugar

METHOD: /LJKWO\ EXWWHU WUD\V RU OLQH ZLWK EDNLQJ SDUFKPHQW

METHOD +HDW RYHQ WR IDQ JDV %HDW WRJHWKHU WKH XQVDOWHG EXWWHU and caster sugar until pale and creamy, then add the 4 eggs, one DW D WLPH VORZO\ PL[LQJ WKURXJK 6LIW LQ WKH ČľRXU WKHQ DGG WKH Č´QHO\ JUDWHG ]HVW RI RQH OHPRQ DQG PL[ XQWLO FRPELQHG /LQH D loaf tin with greaseproof paper, then spoon in the mixture and OHYHO ZLWK D VSRRQ %DNH IRU PLQXWHV XQWLO D WKLQ VNHZHU LQVHUWHG LQWR WKH FHQWUH RI WKH FDNH FRPHV RXW FOHDQ :KLOH WKH FDNH LV FRROLQJ PL[ WRJHWKHU WKH MXLFH RI OHPRQ WKH /LPRQFHOOR DQG VXJDU DQG EULQJ WR WKH ERLO DQG VLPPHU IRU PLQXWHV 3ULFN WKH ZDUP FDNH DOO RYHU ZLWK D VNHZHU WKHQ SRXU RYHU WKH V\UXS 2QFH WKH V\UXS VLQNV LQ VSULQNOH D IXUWKHU WDEOHVSRRQ RI FDVWHU VXJDU RYHU WKH FDNH 7KLV PDNHV WKH WRSSLQJ FULVS /HDYH LQ WKH tin until completely cool, then remove and serve. Best eaten within 3-4 days or pop into the freezer for up to one month.

+HDW RYHQ WR IDQ JDV 3XW WKH EXWWHU DQG VXJDU LQWR D ODUJH ERZO DQG FUHDP WRJHWKHU 2QFH SDOH DQG ČľXÎ?\ VLIW WKH ČľRXU DQG FRUQČľRXU LQWR WKH ERZO DGG WKH VDOW DQG PL[ WRJHWKHU XQWLO VPRRWKO\ FRPELQHG 7LS WKH PL[WXUH RXW RQWR D OLJKWO\ ČľRXUHG VXUIDFH DQG NQHDG WR D VRIW GRXJK 5ROO RXW WKH GRXJK EHWZHHQ SLHFHV RI EDNLQJ SDUFKPHQW WR D WKLFNQHVV RI FP 3ULFN WKH GRXJK DOO RYHU ZLWK D IRUN DQG FXW LQWR WULDQJOHV RU VTXDUHV XVLQJ D NQLIH RU D ELVFXLW FXWWHU 3XW WKH VKRUWEUHDGV RQ WKH SUHSDUHG EDNLQJ WUD\V DQG FKLOO IRU PLQXWHV SULRU WR EDNLQJ %DNH IRU about 20 minutes until just turning pale golden. Leave on the WUD\V WR Č´UP WKHQ GXVW ZLWK VXJDU 6WRUH LQ DQ DLUWLJKW FRQWDLQHU for up to 4 days. Bay Tree sugar I put 225g of caster sugar into a clean jar and add 3-4 bay leaves. /HDYH WR LQIXVH IRU ZHHNV RU VR

Luxury Bed & Breakfast - 17 - October 2017

- Monthly Column / Steve Hooper -

Luxury Bed & Breakfast - 18 - October 2017

- Monthly Column / Steve Hooper -

the importance of online security

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ack in the days of December 2015, those wise old heads at Google revealed some information that would create a boom in a certain industry, but a thorn in the side for the rest of the online world. You may have noticed over the past 18 months that an increasing number of websites have a padlock and green text in the address bar when you visit. This insurgence is mainly due to the Google announcement that it would give a ranking advantage to websites that were providing a secure browsing experience for their visitors. So this month we are going to take a look at the what, why and hows of website security.

How Can I Make My Website More Secure? The thing that makes a website secure is called an SSL cerWLČ´FDWH 6HFXUH 6RFNHWV /D\HU FHUWLČ´FDWH 7KLV 66/ FHUWLČ´FDWH authenticates the identity of a website and encrypts the data that is sent from and to the computer that the website is hosted on and also the visitors computer. This encryption scrambles the data between the two computers and only the website owner can decrypt it at the other end. So basically that's our techy way of saying that the SSL acts as a Passport, and without getting it checked at customs, your data doesn’t get let through. The result is no un-wanted sharing of your information, and peace of mind whilst you browse. 7KHUH DUH WKUHH GLÎ?HUHQW W\SHV RI 66/ FHUWLČ´FDWH • 'RPDLQ 9DOLGDWHG 66/ '9 66/ 7KLV LV WKH EDVLF HQWU\ OHYHO RI 66/ FHUWLČ´FDWLRQ • 2UJDQLVDWLRQ 9DOLGDWHG 66/ 29 66/ 7KLV KDV D QXPEHU of checks on application to make sure you are who you say you are. Customers can then see exactly who the FHUWLČ´FDWH ZDV LVVXHG WR E\ FOLFNLQJ RQ WKH VHFXUH VLWH seal of validation. • ([WHQGHG 9DOLGDWLRQ (9 66/ 7KLV 66/ UHTXLUHV D WKRUough vetting of your organisation in order to get the FHUWLČ´FDWH LVVXHG Each level of SSL comes at a growing cost, with Domain Validated SSL’s being considerably cheaper than Extended Validation SSL certificates.

But Isn't An SSL CertiďŹ cate Just Another Cost I Don't Need? No way! In business there are lots of little costs that start to add up, but read on to understand why paying for an SSL

should be a priority for your business. There are a number of important reasons you should invest LQ DQ 66/ FHUWLȴFDWH *RRJOH UDQNLQJ IDFWRUV QRZ LQFOXGH DQ 66/ FHUWLȴFDWH PHDQLQJ WKRVH VLWHV ZLWK D YDOLG FHUWLȴFDWH DUH SURSHOOHG XS WKH rankings. Google sees it as a way of protecting your users and the ultimate user experience is highly important to the big G! It also helps with your conversion rates as users see that you care about protecting their data, meaning ultimately you care about their experience with your brand. $QG ȴQDOO\ WKH PRVW LPSRUWDQW RI DOO *RRJOH LV JRLQJ WR introduce a message to users when they access a website that GRHVQȇW KDYH DQ 66/ FHUWLȴFDWH 'RHVQ W VRXQG WRR EDG" :HOO LI your website collects even the simplest form of information like an email address, your users would see a message telling them Ȋ7KLV VLWH LV QRW VHFXUHȋ :RXOG \RX KDQJ DURXQG RQ D VLWH DIWHU WKDW" 1R QHLWKHU ZH ZRXOG 1RW D JRRG WKLQJ ZKHQ LW FRPHV WR \RXU FRQYHUVLRQ UDWHV LV LW"

Ok, I'm Listening. So How Do I Get An SSL certiďŹ cate? 7KHUH DUH KXQGUHGV RI VXSSOLHUV RI 66/ FHUWLČ´FDWHV DQG HDFK one has their own pricing structure and their own way of getting things implemented on your website. Many companies rely RQ \RX NQRZLQJ KRZ WR GR WKLV VWXÎ? \RXUVHOI DQG LW LVQȇW HDV\ 7KH HDVLHVW DQG EHVW ZD\ RI JHWWLQJ \RXU 66/ FHUWLČ´FDWH and getting it onto your website is to order it through your hosting company and get them to install it for you. In many FDVHV \RX PD\ Č´QG WKDW \RXU KRVWLQJ FRPSDQ\ RÎ?HU D VKDUHG 66/ FHUWLČ´FDWH PHDQLQJ \RX FDQ OHDVW JHW VRPH IRUP RI protection for free. +RVWLQJ FRPSDQLHV VXFK DV 6LWH*URXQG ZKR ZH KLJKO\ UHFRPPHQG ZLOO QRW RQO\ LVVXH \RX DQ 66/ FHUWLČ´FDWH EXW WKH\ will also help you install it on your server and if you ask them nicely enough they will even set your site up for you as well. ΖQ FRQFOXVLRQ ZKLOVW DQ 66/ FHUWLČ´FDWH XVHG WR EH D ZRUU\ reserved for the big organisations, in the world we live in today, where bored teenagers are constantly trying to crack into things that they shouldn’t, it is increasingly important that both your website and your visitors are protected. Don’t hesitate to contact us if you would like further help ZLWK \RXU 66/ FHUWLČ´FDWH YLD RXU ZHEVLWH KWWSV VLWHJHHN FR XN $QG \HS ZH DUH VHFXUH WRR

Steve Hooper is founder of Sitegeek. For more details on his service please visit www.sitegeek.co.uk. Tel: 03300430195 E: info@sitegeek.co.uk

Luxury Bed & Breakfast - 19 - October 2017

- Monthly Column / Steve Hooper -

Luxury Bed & Breakfast - 20 - October 2017

- Monthly Column / Mark Ellis -

2018 hospitality industry trends (or bandwagons?) to look out for Mark Ellis, Marketing Director at Welcome Systems.

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ou have to be very careful with the word ‘trend’ in the hospitality industry. We’ve seen plenty of supposed hospitality trends come and go, from ‘social travel’ - where strangers with common travel desires use Twitter to pool their resources and travel together - to self-service kiosks. Even those that form something more tanJLEOH XVXDOO\ WDNH D ZKLOH WR Č´OWHU GRZQ WR WKH independents and B&Bs‌ but it doesn’t hurt to dream, does it? Here are a few that have caught my eye recently:

FROM ECO-FRIENDLY TO SUSTAINABLE Operating a ‘green’ hotel is old hat now, apparently. Rather than being eco-friendly, the hotel of the near future is expected to be fully sustainable, by using solar and geothermal technology to produce it’s energy. Expect non-toxic products to feature heavily in restaurants, too, in a bid to lower carbon footprints.

BIOMETRIC ACCESS GOES MAINSTREAM There was once a time when gaining access to rooms by placing your face in front of a retina VFDQQHU ZDV WKH VWXÎ? RI VFL Č´ PRYLHV EXW ZLWK Apple including the Face ID biometric scanner in its latest iPhone, there’s a strong chance Č´FWLRQ ZLOO EHFRPH UHDOLW\ IRU PDQ\ RI XV

Biometric access in hotels isn’t new, and WKHUH DUH SOHQW\ WKURXJKRXW WKH ZRUOG WKDW RÎ?HU Č´QJHUSULQW UHFRJQLWLRQ IRU JXHVWV ZKHQ HQWHULQJ their rooms and paying for services. But how long will it take for the technology to become DÎ?RUGDEOH HQRXJK WR LQVWDOO WKURXJKRXW D WKLUty-bedroom independent hotel?

NEURO TECH Perhaps our favourite tech trend prediction for hotels is that guests will soon be able to access neuro technology to program their dreams. An explanation of how this would work is best left to the experts, but the premise lies in the ability to choose ‘dream themes’ that are automatically fed into the brain to help you relax. Stop laughing at the back.

ROBOT BUTLERS Long predicted but ultimately failing to make any kind of impact thus far is the robot butler, or ‘robobutler’. The idea is for hotels to swap the standard, human-led concierge service for one that leans RQ DUWLČ´FLDO LQWHOOLJHQFH DQG PDFKLQH OHDUQLQJ to enable robots to cater fully for guests. From greeting guests on arrival outside, to providing full room service and guidance, robobutlers could take hotel automation to a whole new level. What do you think? Which of the above trends are likely to last the test of time?

Luxury Bed & Breakfast - 21 - October 2017

- % % 3URÈ´OH Craigatin House & Courtyard -

Luxury Bed & Breakfast - 22 - October 2017

- % % 3URČ´OH Craigatin House & Courtyard -

craigatin house & courtyard

Owned by Martin & Andrea Anderson, Craigatin House & Courtyard is an award-winning luxury boutique bed &breakfast, providing a unique blend of the traditional with the luxury of contemporary design. Standing peacefully in two acres of manicured gardens, Craigatin can be found at the northern edge of Pitlochry town, the heart of Highland Perthshire. Martin & Andrea tell us how they came to work in the hospitality industry and how they converted Craigatin from the home of a Highland Doctor to the stunning property it is today.

Luxury Bed & Breakfast - 23 - October 2017

- % % 3URČ´OH Craigatin House & Courtyard -

CAN YOU TELL US A BIT ABOUT YOUR BACKGROUNDS AND HOW YOU CAME TO WORK IN THE HOSPITALITY INDUSTRY? We lived in the Greater London area for over 20 years, Martin working as a sales director in the entertainment industry and Andrea working as an account manager for a luxury goods company. After all the years of corporate life we both sought a change in lifestyle. Neither of us has previous hospitality experience; having only worked in large company environments. The repetitive nature of corporate life, the daily commute and company politics were all beginning to take their toll and we wanted a GLÎ?HUHQW DQG EHWWHU OLIH IRU RXUVHOYHV DQG RZQ our own business. We’d had the desire to own a guesthouse/hotel business for many years and had a clear vision of how we wanted our business to look and operate, having gained inspiration from our own travels. After having searched country-wide for over a year, we purchased Craigatin House as a going concern in 2007. Built in the Highland Perthshire town of Pitlochry in the early 1820’s, Craigatin was the home and surgery of a famous Highland Doctor. After our purchase, we immediately set about transforming and updating Craigatin House into a boutique bed & breakfast, providing a unique blend of traditional Victorian features with contemporary, modern design. Craigatin House has a total of 14 bedrooms, accommodating 28 guests when full. All of our bedrooms have been fully remodelled and restyled numerous times during our tenure; it’s an on-going process that never ends. All rooms have en-suite facilities with new bath/shower rooms. They are individually designed and no two rooms are the same. We have invested in quality beds, FDUSHWV Č´[WXUHV DQG Č´WWLQJV WKURXJKRXW delivering a quality product to the levels not normally expected in guesthouses. In addition to refurbished rooms, we also extended the property with the building of a new large dining room and guest lounge. This new dining room has improved our public space immensely, giving guests the choice of two dining rooms that are traditional yet modern, bright, light and spacious and a delightful place to enjoy breakfast. We were also able to add a comfortable guest lounge with views to the mountains and gardens all centered on a large log burning stove.

The business sits on a two-acre plot with DPSOH SULYDWH RÎ? URDG SDUNLQJ DQG VSDFLRXV grounds for our guests to enjoy. After seven successful years at Craigatin, in 2014 we also purchased a second B&B in Pitlochry called Derrybeg. Derrybeg is eight-bedroom B&B that also needed a full refurbishment which we completed prior to opening in 2015.

WHAT WAS THE DECIDING FACTOR ON YOUR CHOICE OF LOCATION? IT'S SIMPLY STUNNING! We carried out extensive research nationwide looking at regions like The Cotswolds, The Lake District and The South Coast. After looking at a number of properties along with accounts, it became clear that Scotland enjoys very high numbers of visitors, especially Pitlochry. With over 15 million visitors to Scotland each year and a tourism industry worth over ÂŁ13 billion to the Scottish economy, Scotland has a very strong appeal to UK and international visitors alike. As Pitlochry sits DW WKH JHRJUDSKLF FHQWUH RI 6FRWODQG RÎ?HULQJ superb transport links by road, train and air, golf courses, Whisky distilleries, an internationally famous theatre, castles, shopping and a whole range of bar and restaurants, not to mention beautiful scenery and landscape, it's thankfully a very busy place year round. So with stronger visitor numbers and at that WLPH SURSHUW\ SULFHV VOLJKWO\ PRUH DÎ?RUGDEOH than the rest of the UK, we took the plunge and bought Craigatin House.

YOU HAVE A PLETHORA OF AWARDS INCLUDING GUEST HOUSE OF THE YEAR 2017 AT THE SCOTTISH HOTEL AWARDS - HOW DO YOU INTEND TO KEEP UP THE EXTREMELY HIGH STANDARDS YOU HAVE SET YOURSELVES? Craigatin is a beautiful well-maintained property, but it’s consistent quality of service that generates results. Connecting with customers has been the key to establishing lasting relationships and our ongoing success. We go beyond delivering accommodation and develop strong bonds with our customers. We try to provide a unique Craigatin customer experience by proactively anticipating our customer’s needs and expectations and exceeding them. To give the best experience possible, focusing on service above and before everything else. We love what we do, and our customer

Luxury Bed & Breakfast - 24 - October 2017

- % % 3URČ´OH Craigatin House & Courtyard -

service goes beyond simple attention to detail; it's about surprising and delighting and making it personal. Personal things that make D GLÎ?HUHQFH VXFK DV UHPHPEHULQJ JXHVW names, homemade room biscuits, breakfast menus in your own language, premium URRP IHDWXUHV OLNH SRZHUIXO VKRZHUV ČľXÎ?\ bathrobes, personalised welcome touches like cards, chocolates and gifts for special

RFFDVLRQ JXHVWV FDWHULQJ IRU VSHFLČ´F DOOHUJ\ mobility needs, suggesting itineraries and day plans, picking people up and dropping them RÎ? DOO JHQHUDWH FXVWRPHU VDWLVIDFWLRQ 7KH Craigatin customer is King. We strive to achieve 100% guest satisfaction ZLWK D FRQVLVWHQW KLJK VWDQGDUG RI HÉ?FLHQF\ FOHDQOLQHVV DQG TXDOLW\ IRRG RÎ?HULQJ (YLGHQFH of consistently being achieved is the feedback

Luxury Bed & Breakfast - 25 - October 2017

- % % 3URČ´OH Craigatin House & Courtyard -

we receive from Tripadvisor. We have more WKDQ UHYLHZV RYHU DUH UDWHG ȴYH RXW RI ȴYH :H KDYH ZRQ QXPHURXV LQGXVWU\ awards for service and hospitality including the Tripadvisor Travellers Choice Award three WLPHV DQG WKHLU &HUWLȴFDWH RI ([FHOOHQFH 6(9(1 years in a row. We listen to our customer’s feedback and take action where we can based upon what they say. We attribute our success to a can-do attitude and being onsite in both our properties daily as owners, making ourselves available and visible to our guests.

HAVE YOU HAD ANY UNUSUAL/ BIZARRE REQUESTS FROM YOUR GUESTS YOU COULD SHARE WITH US? • •

•

•

•

Our room was very nice but the bathroom could do with being a bit larger. We booked a small room as it was the FKHDSHVW RQ RÎ?HU KRZHYHU ZKHQ ZH arrived we discovered the room was indeed small. We enjoyed a good night's sleep in a large comfortable bed, but it was totally GLÎ?HUHQW WR WKH EHG ZH KDYH DW KRPH We have an annual cycle race in the town. Two guests this year took their H[SHQVLYH FDUERQ Č´EUH ELNHV WR WKHLU rooms and washed their bikes post race in the bath. Ladies coming away on holiday and deciding it’d be the perfect time to dye their hair and use our fresh white towels WR GU\ RÎ? WKH IUHVKO\ G\HG KDLU WKXV

•

•

• •

ruining the towels in the process. “We thought the bathrobes, room XPEUHOOD FRÎ?HH PXJV DQG VKRZHU JHOV were all complimentaryâ€? “Were coming on holiday with our pet hamster, we know you don’t allow pets, but would you make an exception for a hamster if we keep it in its cageâ€?. An American guest once asked us if the people of Pitlochry celebrate Christmas. Guests providing us with detailed dietary instructions ahead of arrival, which our cook carefully prepares for, only to announce at breakfast they will try the eggs, when they’re dairy free or porridge with milk when they are Lactose intolerant, or bacon & sausage when they are Vegetarians as they are all on their holidays and deserve a treat.

WHICH PART OF RUNNING A B&B DO YOU FIND THE MOST CHALLENGING AND WHICH PART DO YOU ENJOY THE MOST? Dealing with the authorities and today’s business legislation is a constant challenge. Our small business is taxed, regulated, checked and monitored to within an inch of its life, and the onus is always on the business owner to comply or face the consequences. Administration like this takes up a lot of our time, time that would be much better spent on developing the business. Being a busy tourism town, we’ve also had increased competition from domestic property owners joining the AirBnB

Luxury Bed & Breakfast - 26 - October 2017

- % % 3URČ´OH Craigatin House & Courtyard -

model, renting out their spare rooms. These 'businesses' are obviously not regulated at all, pay nothing to the authorities, yet compete with us in every sense, so it’s no longer a level SOD\LQJ Č´HOG DQG YHU\ IUXVWUDWLQJ 7KH IUHHGRP ZHȇYH IRXQG LQ Č´QDOO\ EHLQJ our own bosses and in charge of our own destiny has been scary and enjoyable in equal PHDVXUH :LWK D ODUJH WHDP RI VWDÎ? VXSSRUWing us in the day to day running of our two businesses we are able to enjoy more time to ourselves than we did in our previous London lifes. Pitlochry is also a seasonal market: we close both of our business and take a lot of WLPH RÎ? RYHU WKH ZLQWHU PRQWKV WR UHVW DQG relax as well as organise and oversee annual improvements. Running a hospitality business KDV GHČ´QLWHO\ JLYHQ XV WKH OLIHVW\OH ZH KDG hoped for.

WHAT DO YOU THINK MAKES YOU STAND OUT OVER OTHER GUEST HOUSES IN THE HIGHLANDS? We operate a strong social media strategy, keeping on top of ten social sites weekly, making good use of these excellent free tools (we have over 5,300 Facebook followers for &UDLJDWLQ 2XU HÎ?RUWV JHQHUDWH LQWHUHVW DQG engagement, letting the everyday happenings inspire the content. With social media we communicate with customers on a more informal level and take advantage of our small size, transmitting a friendlier feel. We also communicate with customers via management of a 13,000 plus customer data-

base that highlights key guest facts, preferences, birthdays, room requests etc. We grow engagement with regular e-newsletters to this database, highlighting improvements or “ call to actionâ€? events which always result in bookings. Special interactions keep guests coming back so we also tailor making a unique message to a more focused database of regulars giving promotional item giveaways as rewards, reminders and incentives to return. Having a strong reactive website and online presence is absolutely vital. We’ve recently relaunched a new website attracting an impressive and growing 40,000+ unique visits per year. Our carefully crafted, multi/ platform responsive website delivers detailed Craigatin information but also many collaborative suggestions for attractions, restaurants and events. Content is constantly up-dated UHČľHFWLQJ RXU QHZV DYDLODELOLW\ VSHFLDOV DQG events. This new site is the FIFTH new redeVLJQHG ZHEVLWH ZHȇYH KDG We annually reinvest over 10% of turnover EDFN LQWR RXU EXVLQHVV )RU VLJQLČ´cant investment was made with the complete hard landscaping of our exterior Courtyard DUHD ZLWK QHZ JUDYHO ERUGHUV DQG ČľDJVWRQHV footpaths. We also launched the brand new website and fully refurbished three bedrooms ahead of the 2017 season. We are 100% focused upon our customer and making Craigatin House a destination of choice for high-quality accommodation, value for money, locally sourced produce and a memorable customer experience, delivered with enthusiasm & passion.

LASTLY, WHAT WOULD BE YOUR TOP TIPS TO RUNNING A SUCCESSFUL B&B? 7DNH WLPH WR UHFUXLW DQG UHWDLQ WKH EHVW VWDÎ? you can, nothing makes life easier than good VWDÎ? &RQWLQXDOO\ PRQLWRU LQFRPH DQG H[penditure. Were in a service led industry, but ZHUH KHUH WR PDNH D SURČ´W 5XOH DOZD\V spend less than you generate. When planning, always overestimate expenses and underestimate revenues, as costs always come in greater than originally expected. Focus on sales and marketing manically. Never become complacent, sales do not generate themselves. Don't discount, add value. www.craigatinhouse.co.uk

Luxury Bed & Breakfast - 27 - October 2017

- % % 3URÈ´OH Penbontbren -

Luxury Bed & Breakfast - 28 - October 2017

- % % 3URȴOH Penbontbren -

penbontbren luxury bed & breakfast

Penbontbren Luxury Bed and Breakfast in West Wales, owned by Richard Morgan-Price and Huw Thomas is nestled in 32 acres of grounds, surrounded by Welsh countryside with views towards the Preseli mountains and only 2 miles from wonderful national trust beaches. With 5 luxurious suites, each with their own sitting room and terrace, what’s not to love! Richard tells us how they went £300,000 over budget when converting the farm, and all about their scrumptious breakfasts.

Luxury Bed & Breakfast - 29 - October 2017

- % % 3URȴOH Penbontbren -

CAN YOU TELL US A BIT ABOUT YOURSELVES AND HOW YOU GOT INTO THE B&B INDUSTRY. My grandparents were in the hotel and pub trade and the bug started there, although I must admit I wish I’d tried a little harder in school! I started working in the local hotel in Barry at 14, then moved onto a smart country house hotel at 17, becoming the GM at 21, and Huw and I were able to buy it before I was 30. It was a struggle to raise the money, but banks were much more lenient in those days.

TELL US ABOUT THE FARM TO HOTEL CONVERSION - THAT MUST HAVE BEEN A MAMMOTH TASK! When we sold our hotel in 2010 we toyed with retirement but thought we would get bored, so we bought Penbontbren on a bit of a whim. It had closed down for some years and was in quite a state, it was very dated and had parts of the roof missing so we decided to reduce the size from 10 rooms to 5 suites and do a top-to-toe refurb. We went £300,000 over budget (£750,000 spent in total) but it was worth every penny. But NEVER again. We were lucky to have a great team of local builders who continue to support us. The vast garden was a disused caravan park, and Huw has worked so hard on that, turning it into a tranquil haven for guests, birds and wildlife, and our resident bees who live in the herbaceous border that frames our croquet lawn.

DO YOU USE SOCIAL MEDIA TO ADVERTISE YOUR BUSINESS AND DO YOU THINK IT IS IMPORTANT TO DO SO? We use Facebook and Twitter but I have to admit, I haven’t quite got my head around it and must try harder.

WHAT TYPE OF BREAKFASTS DO YOU OFFER YOUR GUESTS AND IS USING LOCAL PRODUCE IMPORTANT TO YOU? :H R΍HU D IXOO :HOVK %UHDNIDVW ZLWK DOO ORFDO ingredients, fresh fruits, various cereals, homemade toasted bread, organic yogurt, fresh orange juice, local cold meats and cheeses, haddock, kippers and a popular favourite of cockles with bacon and laverbread. We use all local suppliers including Wendy Brandon preserves (Boncath) who supply some of the top London hotels including the Mandarin Oriental! Our bees create lovely honey and we also sell candles from the beeswax, with help from Marion Dunn our local bee guru! As we don’t have a bar or any “communal” areas, breakfast is great time to chat with our guests (and with each other),and for XV WR R΍HU KHOS ZLWK DQ LWLQHUDU\ IRU WKH GD\

Luxury Bed & Breakfast - 30 - October 2017

- % % 3URČ´OH Penbontbren -

WHAT LITTLE IN ROOM EXTRAS ARE AVAILABLE FOR YOUR GUESTS TO COMPLETE THE 5 STAR EXPERIENCE? We have 5 lovely suites, each with its own sitting room and private terrace. It’s a true home-from-home with plenty of space and a fridge packed with goodies. Our well-stocked minibars are a hit and they also have Welsh cheese platters with Wendy Brandon Chutney for guests to nibble on if they fancy a night LQ 7KHUH LV IUHVK PLON D 1HVSUHVVR FRÎ?HH machine, homemade Welsh cakes which are replenished every day, King size beds and spot on housekeeping, which is vital.

WHAT IS THE OCCUPANCY RATE OVER THE WINTER MONTHS? DO YOU HAVE ANY SPECIAL OFFERS TO ENSURE ROOMS ARE FILLED DURING THIS QUIETER TIME? Our occupancy in the winter is still fairly high. Ζ DYRLG GRLQJ H[WHUQDO RÎ?HUV EXW WU\ WR RÎ?HU our regular guests a deal during the winter months, through our own website and dataEDVH XVXDOO\ D QLJKWV GHDO Ζ QRUPDOO\ RÎ?HU a 3-for-2 deal in January and February, which keeps the wolf from the door!

LASTLY, IN YOUR OPINION WHAT ARE THE KEY QUALITIES THAT A SUCCESSFUL HOST REQUIRES IN ORDER TO RUN A SUCCESSFUL B&B? I think the most important thing is to enjoy being here. When we stop enjoying it, we know it’s time to call it a day. I like there to be someone here all the time, just in case a guest needs anything which is rare to be honest. We have a nice home, right next to the suites, so it’s no hassle to be here, but we are slightly separate which gives the best of both worlds. www.penbontbren.com

Luxury Bed & Breakfast - 31 - October 2017

- Advertisement Feature -

Luxury Bed & Breakfast - 32 - October 2017

- Advertisement Feature -

Why luxury vinyl flooring is the perfect guest in the B&B sector

When it comes to interior design in hospitality, there are a myriad of design factors to take into consideration. This is especially true in the bed and breakfast sector, explains David Bigland, managing director of luxury vinyl tile (LVT) specialist Moduleo UK and Eire.

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rom elegant dining spaces to bedroom and bathroom facilities, the % % VHFWRU UHTXLUHV ČľRRULQJ WKDW is both aesthetic, functional and long-lasting. &RPELQLQJ WKHVH WZR IXQGDPHQWDOV HÎ?HFtively isn’t always straightforward, however; LVT has been used across a plethora of hospitality projects. With such vast experience in the sector, we have developed key observations and tips for creating the perfect hospitality space.

AUTHENTIC DESIGN Whether you’re looking for a stone- or ZRRG HÎ?HFW ČľRRU /97 LV D FRVW HÎ?HFWLYH VW\Oish alternative to real wood or stone. Proprietors no longer have to opt for standard design solutions just to stay within public space regulations. Moduleo, for example, has more than 100 design styles to choose from, ranging from modern and chic to warm and relaxing.

ACOUSTICS No commercial design should be purely focused on aesthetics. Designers plan for practicality and understand the full customer experience, so carefully consider sound, which is a key consideration in spaces such as guest bedrooms and walkways. Flooring is an important factor when considering impact sound – the amount of noise JHQHUDWHG E\ PRYHPHQW DQG KRZ WKLV DÎ?HFWV

adjacent rooms. LVT is produced to ensure minimal impact sound without compromising on design, durability and ease of maintenance.

FORMAT FLEXIBILITY LVTs brands are unique because they are available in a range of instillation options, providing the optimum solution whether your objective LV DQ HDV\ LQLWLDO ȴWWLQJ RU WKH ȾH[LELOLW\ RI UHLQstallation for the future. Moduleo’s innovative Click technology also provides an even easier solution, as it negates the need for adhesive and time-consuming room preparation.

GET IN THE ZONE Zoning is an important consideration to enable separation, or making a statement. This is particularly important when considerLQJ VSDFH SODQQLQJ IRU FXVWRPHUV DQG VWDÎ? which is essential in luxury bed and breakfast environments. For example, you may wish to separate guest and owner spaces or make a focal point in the dining room. Whether it’s classic monochrome, or a colRXUIXO JHRPHWULF SDWWHUQ VWDWHPHQW ČľRRUV DUH also becoming an increasingly popular trend thanks to their ability to allow people to create a unique mood and convey personality. Luxury Bed & Breakfast - 33 - October 2017

DURABILITY Bed and Breakfast spaces are inevitably expected to endure high volumes of footfall DQG QRERG\ ZDQWV WR KDYH WR UHSODFH ČľRRULQJ every few months. Thanks to its unique manufacturing proFHVV /97 LV VFXÎ? UHVLVWDQW DQG FDQ KDQGOH VLJQLČ´FDQW XVDJH FRPSDUHG WR QDWXUDO ZRRG RU VWRQH 7KLV RÎ?HUV SHDFH RI PLQG WKDW WKH ČľRRU ZLOO VWDQG WKH WHVW RI WLPH Our team has worked with countless LQWHULRU GHVLJQHUV DUFKLWHFWV DQG VSHFLČ´HUV WR SURYLGH WKH SHUIHFW ČľRRULQJ VROXWLRQ IRU D wide range of hospitality projects. We’re on hand to ensure the ultimate peace of mind throughout the process, ensuring that the ČľRRULQJ VROXWLRQ VSHFLČ´HG LV FRVW HÎ?HFWLYH DQG GHOLYHUHG HÉ?FLHQWO\ For those unsure about how create an H\H FDWFKLQJ ČľRRU /97 QRZ FRPHV LQ D ZLGH selection of colourways and patterns, including hexagons, chevrons, triangles and diamonds, as well as traditional squares and rectangles. 7R Č´QG RXW PRUH DERXW 0RGXOHR RU WR XVH RXU SURGXFWV RQ D SURMHFW SOHDVH FDOO XV RQ RU HPDLO VDOHVXN#PRGXOHR FRP

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XEROS: THE ONE-STOP-SHOP FOR ALL YOUR LAUNDRY NEEDS The revolutionary near-waterless Xeros system is the one-stop-shop solution for all your hotel laundry needs. So, if you are planning to attend the Independent Hotel Show this

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year, make sure you come to stand SPA13 to see the revolutionary Xeros system in action.

ike Ferrand, Xeros’ Director of Commercial Laundry EMEA, Tony Kerr, Director EMEA Sales and Dan Barrett, Business Development Manager, are all available at the stand to give advice and answer any questions. The team will be exhibiting the 35kg dryer as well as the new 16kg capacity washing machine, which is perfect for smaller hotels (30-60 beds). They will demonstrate how Xeros’ polymer bead technology delivers cleaner, brighter and fresher towels and linens, whilst using minimal amounts of water and detergent. They can discuss the Xeros SURFHVV DQG KRZ LW FDQ GHOLYHU PXOWLSOH EXVLQHVV EHQHȴWV Ȃ IURP

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improving linen quality for a better guest experience to saving money and helping promote sustainability. Xeros delivers market-leading cleaning results, a remarkable VXVWDLQDELOLW\ RÎ?HULQJ LPSUHVVLYH Č´QDQFLDO VDYLQJV DQG D XQLTXH after-care service. If your laundry is in-house by replacing old equipment with the Xeros system, you will save up to ÂŁ52K per year. If your laundry is outsourced, bring it in-house and save up to ÂŁ55K per year. ΖI \RXU OLQHQV DUH SURFHVVHG RÎ? VLWH \RX SUREDEO\ ZLOO QRW EH DZDUH of the true amounts of water, energy and chemicals used daily for washing. But by bringing your laundry operation in-house using a Xeros machine, you can take steps to reduce the day-to-day costs associated with energy and chemical usage, optimising your hotel’s profitability. Whilst traditional machines use between 40% and 70% hot water, Xeros only uses 5%, on average. With less water to heat, more energy is saved and your bills are reduced. The Xeros system only uses half the chemicals per kilogram compared to a traditional machine. The Xeros 16kg washing machine is able to use less water and deliver a gentler wash thanks to the revolutionary polymer technology it harnesses. This gently removes soil and stains from fabrics, helping hotels save on average almost half a million gallons of water each year. As you know, using copious amounts of hot water and chemicals can be harsh on fabrics. However, by using Xeros, linen loss rates will be greatly reduced because the system uses less hot water, less chemicals and the polymer beads deliver a gentler wash. Hotels and hotel chains across the US and UK are reaping the savings from installing Xeros laundry systems. One example is the Hilton Los Angeles, which reduced water consumption by 83% as Xeros only uses two litres of water per pound of laundry compared with 12 litres per pound in a traditional washer. Through this, the hotel reported annual savings of ÂŁ15,698. Xeros Sbeadycare is a brilliant solution for anyone considering bringing their laundry facilities on-site. Customers receive the Xeros V\VWHP LQVWDOODWLRQ Č´QDQFLQJ FKHPLFDOV SRO\PHU EHDGV VHUYLFH DQG maintenance, training and warranties as well as access to the laundry management technology Sbeadycare CONNECT. This system means operating costs are halved whilst delivering superior cleaning, keeping your bottom line looking healthy and your customers happy. Xeros is running a special promotion at IHS whereby anyone purchasing a machine that is installed before January 31, 2018 will UHFHLYH RÎ? WKH PDFKLQH FRVW <RX ZLOO DOVR JHW D IUHH VLWH VXUYH\ if an appointment is made on the day.

Luxury Bed & Breakfast - 35 - October 2017

- Flooring / Morgan & Quinn -

Luxury Bed & Breakfast - 36 - October 2017

- Flooring / Morgan & Quinn -

Morgan & Quinn Flooring Specialists When it comes to carpets the only real factor we think of is the colour, and whether the carpet matches the drapes. However, there is more to carpeting your B&B than just matching the colour scheme. Follow this handy guide from carpet and flooring specialists Morgan & Quinn, to help you match your carpet to your room.

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t is always best to know your measurements before you begin your carpet search for that way you can work out prices to compare the market. To measure for your carpet, measure the widest and longest part of the room, not forgetting to include any additional spaces such as doorways and inside cupboards that also need to be Č´WWHG 0DNH VXUH WR DOORZ DW OHDVW FP WR WKH width and length measurements for trimming, the same method applies to the underlay. 7KH Č´UVW WKLQJ \RX QHHG WR FRQVLGHU ZKHQ preparing to lay your carpet is the location you are laying it. What level of footfall will it need to endure? As the carpet you choose needs to support this. The usual recommendation is to have darker shades for your high footfall zones, and lighter shades in your low footfall zones, such as your bedrooms, to brighten up the room and add style. One factor that many forget to consider when planning their carpet, is the underlay. Investing in good underlay can add value to your home, as well as extending the life of your carpet, often outliving it. Keeping your carpet in place, your underlay acts as a shock absorber, adding cushioning to your carpet against compression to help maintain its appearance. Another bonus to investing in a quality underlay is that they can retain heat and help reduce heating bills. To help choose an underlay to support the insulation of your home, make sure to check the ‘tog’ rating. All underlays posVHVV D WRJ UDWLQJ ZKLFK UHIHUV WR HÎ?HFWLYHQHVV of the material's thermal insulation; the higher the tog, the better the insulation. When identifying potential carpets or carpet tiles for your other living spaces, you need to assess the durability of the carpet. The best ZD\ WR Č´JXUH WKH GXUDELOLW\ RI D FDUSHW RXW LV to look at factors such as:

THICKNESS A carpets density is how closely knitted each Č´EUH LV WR RQH DQRWKHU ORRN DW WKH VSDFH Luxury Bed & Breakfast - 37 - October 2017

there is between tufts of the material. The larger the gaps, the more likely and quicker WKH FDUSHW ZLOO ORVH UHVLOLHQFH )RU KLJK WUDÉ?F areas such as hallways, you will need a dense, tight, low-pile tuft.

RESILIENCE The best way to test this is to press your WKXPE Č´UPO\ LQWR WKH FDUSHW WKH TXLFNHU WKH carpet springs back and recovers, the denser and more resilient it should be. To further test this, ask your retailer for a product sample. You can then test the spring by treading on the sample to see how well it retains shape.

WEIGHT Compare the weight of two similar products to get an idea of density and durability. The product weights will usually be printed on the back of the sample. The heavier the carpet, the denser it will be. With the bedroom, the main goal is comfort rather than durability, don’t feel every room PXVW EH Č´OOHG ZLWK GHQVH GXUDEOH FDUSHW When it comes to bedrooms, your bedroom is your sanctuary so treat your feet to a luxury VRIW ČľXÎ?\ FDUSHW For other living areas that require more heavy-duty characteristics to withstand family life, the case is usually that short/low, GHQVH Č´EUH FDUSHWV DUH WKH PRVW GXUDEOH DQG practical, particularly for busy families with KLJK OHYHO IRRW WUDÉ?F +RZHYHU \RX FDQ VWLOO KDYH D ČľXÎ?\ OX[XU\ carpet that’s also durable, as researching carSHW EUDQGV FDQ DLG \RX LQ Č´QGLQJ \RXU LGHDO carpet. For example, if you desire a contemporary carpet of the latest colour trends, Fells carpets may suit your requirements. If you are looking for more sustainably made carpet, Cormer carpets may be for you, as they use raw materials. Finding your ideal carpet KDV D ORW RI HOHPHQWV DQG VKRXOG EH D UHČľHFtion of you and your family, as well as your living habits, making it a worthy investment if you want it to last as part of your home.

- Flooring / Real Stone -

Luxury Bed & Breakfast - 38 - October 2017

- Flooring / Real Stone -

hardwearing materials

Leigh Price, managing director of Real Stone & Tile, offers advice and insight on the use of tiles within Bed & Breakfasts

Luxury Bed & Breakfast - 39 - October 2017

- Flooring / Real Stone -

Luxury Bed & Breakfast - 40 - October 2017

- Flooring / Real Stone -

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2QH WKLQJ WR FRQVLGHU ZKHQ VSHFLI\LQJ SURGXFWV IRU WKLV HQYLURQPHQW LV SUDFWLFDOLW\ DV WKH URRP FDQ EHFRPH YHU\ KXPLG LW LV LPSRUWDQW WKDW WKH ȵRRULQJ FDQ ZLWKVWDQG D VLJQLȴFDQW DPRXQW RI ZDWHU SDUWLFXODUO\ ZKHQ VSODVKHV DQG VSLOODJHV DUH FRQFHUQHG &HUDPLF DQG SRUFHODLQ WLOHV DUH RIWHQ DI IRUGDEOH RSWLRQV WKDW KDYH KXJH VFRSH LQ WKH UDQJH RI ȴQLVKHV WKDW DUH DYDLODEOH PDNLQJ WKHP D SRSXODU FKRLFH IRU WKH EDWKURRP :KHQ LW FRPHV WR FRORXU DQG WH[WXUH FHUDPLF DQG SRUFHODLQ GHOLYHU RQ ERWK IURQWV EXW WKH HQGOHVV YDULHW\ FDQ RIWHQ PDNH WKH GHFLVLRQ GLɝFXOW 7KHUH DOVR RSWLRQV WKDW PLPLF WKH ORRN RI PRUH H[SHQVLYH PDWHULDOV VXFK DV ZRRG VWRQH DQG PDUEOH 7LOHV DUHQȇW MXVW OLPLWHG WR ȵRRUV HLWKHU ȴWWLQJ WKHP WR WKH ZDOOV ZLOO KHOS UHGXFH WKH PDLQWHQDQFH RQ SDLQWZRUN 1R PRUH WRXFK XSV QHHGHG )RU VPDOO HQ VXLWH VKRZHU URRPV ΖȇG UHF RPPHQG JRLQJ IRU QHXWUDO OLJKW VKDGHV DV WKLV ZLOO PDNH WKH VSDFH DSSHDU ELJJHU DQG EULJKWHU )RU ODUJHU EDWKURRPV ZK\ QRW WU\ LQFRUSRUDWLQJ D GDUNHU VKDGH RQ WKH ȵRRU RU VSODVKHV RI FRORXU DURXQG WKH VKRZHU DQG VLQN DUHDV 7KH ULVLQJ WUHQG RI IUHHVWDQGLQJ EDWKV ZLWK LQ EHGURRPV LV DOVR LQFUHDVLQJ DQG ZHȇG PRVW FHUWDLQO\ UHFRPPHQG WKLQNLQJ FDUHIXOO\ DERXW WKH ȵRRULQJ LQ WKHVH VXLWHV :KHWKHU \RX RSW IRU DQ HOHYDWHG SODWIRUP RU ȵRRU OHYHO \RX ZLOO QHHG WR FRQVLGHU D WLOHG DUHD WR HQVXUH VSODVKHV DUH NHSW WR D PLQLPXP 7KHUH DUH PDQ\ GL΍HUHQW RSWLRQV ZKHQ LW FRPHV WR WLOHV IRU %HG %UHDNIDVWV DQG QR PDWWHU ZKHUH WKH\ DUH ȴWWHG WKH\ ZLOO SURYLGH \RX ZLWK D KDUGZHDULQJ ȵRRU VXLWDEOH IRU DQ\ EXV\ HVWDEOLVKPHQW For more information on Real Stone & Tile, visit: www.realstoneandtile.co.uk or call 0161 485 1373.

Luxury Bed & Breakfast - 41 - October 2017

- Interview / Single Variety -

Luxury Bed & Breakfast - 42 - October 2017

- Interview / Single Variety -

Meet the Producer

We speak to Nicola Simons, founder of Single Variety Co., whose orange Seville marmalade recently won gold in the 2017 World Marmalade Awards, making it one of the best marmalades in the world. We discover the story behind the brand what makes their preserves and jams so tasty.

TELL US A BIT ABOUT YOU AND THE STORY BEHIND SINGLE VARIETY. I spent 10 years honing my skills in product development for the large retailers. This enabled me to explore the world of food ranging from cakes to chicken to ready meal's. Having seen many large scale food operations in place with the use of additives and processing aids led me to think there must be a better way. I’ve always loved making jam, and the simplicity of preserving the fruit of the season to enjoy all year round without requiring the use of any unnatural ingredients really appealed to me. I wanted to make the very best tasting jams and preserves possible and came up with the idea of Single Variety Co, where each product is made from just one variety of fruit. We identify the ideal varieties to use to make the very best tasting preserves.

HOW DO YOU SOURCE YOUR INGREDIENTS? We source our ingredients directly from the fruit farm wherever we can. We’ve partnered with a great family run chilli farm in Bedfordshire and a small group of farms in East Sussex for our soft fruits. At the beginning I was driving to the farm each week to collect the fruit, but luckily now we’re a bit bigger the farm is able to deliver to us. Buying directly from the farm also allows us to source some of the more unusual fruits too, take Tayberry for example, which is a cross between a raspberry and a blackberry, and it makes a deep, ȾRUDO LQWHQVH SUHVHUYH ΖWȇV P\ IDYRXULWH

WHAT MAKES YOUR JAMS AND PRESERVES SO TASTY? We make all our preserves with much more fruit and less sugar than traditional jams. Using fresh fruit when it is in season gives us WKH EHVW SRVVLEOH ȾDYRXU \RXȇYH JRW WR VWDUW with great tasting fruit to get great tasting

MDP :KHQ Ζ GHYHORS HDFK UHFLSH Ζ DLP WR FRRN everything in the shortest time possible to SUHVHUYH WKH YLEUDQW FRORXU DQG ȾDYRXU RI the fruit. Everyone that tries our preserves comments on how great they taste.

YOUR SEVILLE ORANGE MARMALADE WON GOLD AT THIS YEARS WORLD MARMALADE AWARDS - WHAT DO YOU THINK MADE SINGLE VARIETY STAND OUT FROM THE COMPETITION? We use only the best organic Seville Oranges from a family farm in Seville. I spent a long WLPH GHYHORSLQJ WKH UHFLSH WHVWLQJ RXW GLÎ?HUHQW FRRNLQJ PHWKRGV DQG GLÎ?HUHQW LQJUHGLHQW proportions before settling on a marmalade I was happy with. All the peel is hand cut, ZKLFK PHDQV ZH FDQ JHW D ORYHO\ Č´QH VKUHG Although it’s a lot of work to make a great WDVWLQJ PDUPDODGH Ζ WKLQN LWȇV ZRUWK LW

WHAT ARE YOUR PLANS FOR THE FUTURE OF THE COMPANY? I’ve recently set up our own dedicated jam kitchen in Merton Abbey Mills, South West London, so it is a really exciting time for the company. I’ve gone from making everything in my kitchen at home to having my very RZQ MDP NLWFKHQ DQG HPSOR\LQJ VWDÎ? LQ MXVW RYHU D \HDU :HȇUH QRZ DEOH WR GR D ORW PRUH preserving for everyone that wants it. We’re currently stocked in Harvey Nichols and at our Č´UVW WUDGH VKRZ UHFHQWO\ ZH ZHUH DSSURDFKHG by buyers from Sweden, Germany and Malta so the opportunities are endless.

LASTLY, HOW DO WE GO ABOUT PURCHASING YOUR LOVELY PRODUCTS? 3OHDVH JHW LQ WRXFK +DYH D ORRN RQ RXU website www.singlevariety.co.uk for all RXU VHDVRQDO ČľDYRXUV DQG HPDLO PH nicola@singlevariety.co.uk

Luxury Bed & Breakfast - 43 - October 2017

- Travel Trends / Eco-friendly Travellers -

Travel Trends B&B Owners Should Watch - Eco-friendly Travellers

Luxury Bed & Breakfast - 44 - October 2017

- Travel Trends / Eco-friendly Travellers -

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ustainability is at the forefront of people’s minds. In recent years, being green matters to the average traveller. Even back in 2012, a TripAdvisor survey revealed that 69% of travellers planned to make even more eco-friendly choices during the 12 months ahead. Moving on to 2017, that demand for eco-friendly travel stays strong. Travellers want to know what the airlines and hotels are doing to protect the environment. But what’s interesting is B&B’s and hotels fall short when marketing their green credentials. In the TripAdvisor survey, 64% said they rarely or never feel informed about whether hotels are truly eco-friendly. With the majority of travellers seeking sustainable travel options, you must do more to adopt and promote green practices. Eco-friendly Traveller Stats • 65% of travellers will stay in eco-friendly accommodation at least once this year • 68% say they are more likely to consider choosing accommodation because it’s eco-friendly • The vast majority of travellers would be willing to make luxury adjustments to stay somewhere eco-friendly: • 94% would be happy with energy saving lightbulbs • 89% would be happy with AC/heating units that only run while in the room • 80% would be happy with low ȾRZ VKRZHU KHDGV • Nearly a third of travellers are willing to pay a premium for green travel Top 3 reasons travellers choose eco-friendly. • 52% want to help reduce their environmental impact • 36% believe they provide a more • locally-relevant experience • 31% believe they treat the local community better • A massive 79% consider sustainability when choosing their mode of transport when travelling

HOW CAN YOU LEVERAGE THIS DATA? Go big with renewable energy 67% of eco-travellers consider solar energy to be a major consideration when choosing somewhere to stay while 43% consider a sustainable water system important.

Installing renewable energy will no doubt attract guests, but it will also save money on your energy bills and reduce your carbon footprint. However, there’s no getting away IURP WKH IDFW WKDW WKLV FRXOG EH D VLJQLČ´FDQW initial investment. You should explore if these numbers are realistic. %HDU LQ PLQG WKH JRYHUQPHQW GRHV RÎ?HU various incentives for businesses that go JUHHQ VR WKLV FDQ RÎ?HU VRPH UHOLHI DJDLQVW costs. If you want to make a big impact on the growing number of green travellers, you need to make a big gesture. Take care of the little things If going big isn’t an option, your Guest House could still gain the edge with a few smaller green changes. Before the turn of the century, luxury was associated with indulgence and abundance. The cost to the environment was rarely considered by hotels and guests. Today, on a whole, travellers accept the minor adjustments they need to make to stay somewhere eco-friendly. Their conscience outweighs the desire for overindulgence. Just by simply switching to energy saving OLJKWEXOEV DGGLQJ ORZ ČľRZ VKRZHUKHDGV RIfering organic food options or recycled toilet paper, you can tick many boxes for the green conscious guest. Be transparent It’s clear travellers now factor sustainability into their travel plans, and they’re searching for hotels with these same principles. If you’re not promoting your eco-friendly practices, you’re missing a major opportunity to entice almost three quarters of the population. Include your green information on your website, write a blog post about your next sustainable feature, make it a unique angle in your next press release, or shout about it on social media. As previously noted, almost 80% of travellers are more mindful of the transport they use when making travel arrangements. B&B’s can use this data to inform guests and inspire more bookings. Be helpful by providing a link to the public transport schedule on your website and as a handout at reception. Include information about the best walking and biking routes in the area, or where they can hire a bike. www.thebookingfactory.com

Luxury Bed & Breakfast - 45 - October 2017

- Travel Trends / Trip Advisor -

Tackling Trip Advisor: Top tips on managing your profile

Luxury Bed & Breakfast - 46 - October 2017

- Travel Trends / Trip Advisor -

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t’s hard to think back to a day when checking a hotel or restaurant on Trip Advisor wasn’t a staple stage of making a booking. We’re in a ‘try before you buy’ era where ironically the speed of ecommerce has been somewhat slowed down by a need to research products and services before a purchase is made. There has always been a dwell time to purchases in the travel sector, people are parting with more than a little cash, so understandably there’s some deliberation involved, but PDQ\ H[SHFWHG WKLV WR VSHHG XS VLJQLČ´FDQWO\ in the fast-paced digital space. 7ULS $GYLVRU KDV FOHYHUO\ UHČľHFWHG WKH consideration phase of the buying cycle and embraced people’s need for information. As a result, their customer review platform is now a key player in the travel and tourism industry.

WHY IS TRIP ADVISOR SO SUCCESSFUL? PEER RECOMMENDATIONS ARE EXTREMELY POWERFUL. Activity holiday specialist Neilson has reported that 83% of people trust recommendations from their peers over advertising from a brand. Which makes sense, right? If your best friend tells you about a fantastic B&B they recently stayed at, you’re going to be left thinking, “I really want to go thereâ€?. Compare this to how you feel seeing an ad from a B&B in a magazine or online. It creates much less impact. This is what makes Trip Advisor so powerful. 5HDO SHRSOH ZKR KDYH Č´UVW KDQG H[SHULHQFHV are telling you what to expect. These people don’t have a hidden agenda or a biased view, they’re genuine sources of insight.

REVIEWS OF YOUR BUSINESS EXIST, WHETHER YOU ARE PART OF THE CONVERSATION OR NOT. This review culture is a dominant behaviour and it’s not changing any time soon. The best thing you can do is to join the conversation and manage the perception of your property. Trip Advisor claim that 53% of people said they wouldn’t commit to a booking before FKHFNLQJ LWV UHYLHZV ȴUVW ΖVQȇW WKDW UHDVRQ enough to take a little control?

Equally, businesses who are active on the platform gain more exposure in search results, with Trip Advisor reporting that pages with high engagement rates (i.e. plenty of reviews and owner responses), receive four times more page views.

MAKE SURE YOU ENCOURAGE REVIEWS FROM YOUR GUESTS. WE KNOW THAT SOUNDS RISKY, BUT TRUST US ON THIS ONE! 6WDUW E\ FOHDQLQJ XS \RXU SURČ´OH ΖI \RX KDYen’t already, take ownership of your business page through the management centre. Then ensure all of your information is correct and add at least 10 high quality management phoWRJUDSKV VR WKDW \RXU SURČ´OH LV DQ HÎ?HFWLYH shop window to your property. Next, start generating some reviews‌ As much as some people do just love to complain, they love to share positive experiences too. If guests have had a fantastic stay with you then they will want to support your business and show their gratitude. ΖI \RXȇUH FRQČ´GHQW WKDW D VWD\ KDV EHHQ smooth-sailing then use the check-out time to encourage those customers to share a review. All it takes is a mention, something simple like, “we hope you have enjoyed your stay with us, we’re on Trip Advisor if you’d like to share some feedbackâ€?, or “if you use Trip Advisor please do share your experience of staying with us, we’d be really grateful for the feedbackâ€?. If the direct approach doesn’t work for you then how about creating a simple business card to communicate the message for you. Something short and sweet like ‘we’d be really grateful if you could leave us a review on Trip Advisor’, printed on a card that you can hand out at checkout or staple to a receipt will work too. Some businesses promote Trip Advisor throughout their venue, through posters and vinyls. This can work well to generate plenty of reviews but be aware that you’re promoting the channel to people who may want to complain too.

UNFORTUNATELY, THERE WILL ALWAYS BE PEOPLE WHO LIKE TO MOAN! It’s the nature of the game, there will always be people who have something negative to say. Don’t be scared of this on Trip Advisor though, just take control back of the message. Address complaints with an apology and DQ RÎ?HU WR ORRN LQ WR WKH PDWWHU IXUWKHU Publicly show that you care that this person has had a bad experience, you’re listening to what they’re saying and that you want to make it right. Provide an email address for that person to contact you directly so that you can “look into this further to ensure it doesn’t happen againâ€?- really you just need to take the conversation out of the public domain as soon as possible. If there’s a simple and genuine explanation for the matter then do share that if it will provide others with reassurance that it isn’t the norm, but don’t appear defensive. You must maintain a ‘customer is always right’ attitude online too. Businesses are advised to reply to at least 25% of reviews, so take the time to reply to positive reviews too, thanking past guests for taking the time to share their experience and that you hope to see them again soon. These guests are your brand advocates and deserve your time just as much as the moaners.

POSITIVE REVIEWS ARE MARKETING GOLD‌ Think back to the 83% of people who are LQČľXHQFHG E\ SHHU UHFRPPHQGDWLRQV DQG LI you receive a fantastic review, use it. Share the quote on your website, in your brochure, on your social media, or any advertising you’re running. People will care what ‘Susan Smith from Cornwall’ has to say, and it will VKRZ \RXU FRQČ´GHQFH LQ \RXU JXHVW UHYLHZV There you have it: the ‘virtuous circle’ of Trip Advisor. You actively encourage reviews, listen to the feedback and continuously review your service, and therefore encourage even more positive reviews in the future. Hospitality supplies specialist Out of Eden produces articles on its blog and elsewhere spanning issues that directly impact the hospitality market

Luxury Bed & Breakfast - 47 - October 2017

- Advertisement Feature -

Welcome and Checkout partner to support Channel Islands’ hoteliers UK-based hotel booking software specialists Welcome Systems has appointed Checkout (CI) Ltd as the sole agent in The Channel Islands for its Welcome Anywhere hotel and B&B bookings and enquiry management system.

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elcome Systems’ Managing Director, John Jones, explains: “As part of our growth strategy ZHȇYH LGHQWLČ´HG D JDS LQ WKH market. Hotel management systems aimed at large hospitality chains are unprepared to support independent hoteliers based outside of the mainland. “UK Hoteliers and B&B owners love Welcome Anywhere’s ease of use, regularly updated features and straightforward monthly subscription. “The days of expensive, outdated booking systems are gone and we plan to break new ground in the Channel Islands by bringing our next generation product to hotels, B&Bs and guest houses there. “We only partner with the best and CheckRXW &Ζ /WG ZLWK RÉ?FHV LQ -HUVH\ DQG *XHUQsey, is the leading provider of electronic point of sale systems (EPOS) in the Channel ΖVODQGV 2Î?HULQJ LQYDOXDEOH ORFDO NQRZOHGJH expertise and connections, Welcome Any-

where is a natural addition to their product range. This agreement was a no-brainer!â€? Mike Le Conte, CEO Checkout (CI) Ltd, adds: “Our own EPOS software providers LQWHUIDFH ZLWK PDQ\ GLÎ?HUHQW KRVSLWDOLW\ management systems and they recommended Welcome Anywhere as the most innovative and impressive they’ve ever seen. “The Channel Islands have a fantastic selection of mostly independent hotels and B&Bs. Everyone knows everyone else here, and recommendation is absolutely key. “The introduction of Welcome Anywhere is a huge opportunity for the Islands. There LV D KLJK GHPDQG IRU VWDÎ? ZKR RIWHQ VZLWFK between hotels and B&Bs, so having an intuitive online management system that can easily manage bookings and guest enquiries 24/7 is vital. “A major advantage over other UK providers needing to deliver training or on-site assistance is that they have to get on a plane. We can be with our clients in about 15 minutes.â€? Luxury Bed & Breakfast - 48 - October 2017

To book your free trial of Welcome Anywhere in the Channel Islands, please contact Mike Le Conte at Checkout (CI) Ltd on gsy@checkoutci.com / 01481 716307 alternatively contact Jonathan Rubber on jsy@checkoutci.com / 01534 871784 For anywhere else in the UK please email sales@welcome-systems.uk / 0330 1001090 or visit www.welcome-anywhere.co.uk

Next Generation Hotel Management Software Make every guest a special guest

Welcome Anywhere is a booking system designed to help hoteliers deliver an unforgettable guest experience. Built by a hospitality original that has spent over 30 years innovating and developing approachable software, Welcome Anywhere will help you increase direct bookings, manage the EXVLQHVV PRUH HI½FLHQWO\ DQG FRQQHFW ZLWK D ZLGH UDQJH RI hospitality systems. (DVH RI XVH ½UVW FODVV VXSSRUW DQG D FRQVWDQW žRZ RI QHZ functionality has made Welcome Anywhere one of the most trusted booking systems on the market. And that’s before we get to EPOS, channel management and guest feedback integrations with the best partners in the industry. Be brave; open your doors to the modern guest with Welcome Anywhere.

Call now: 0330 100 10 90 sales@welcome-systems.uk www.welcome-anywhere.co.uk

welcome anywhere book yourself full

- Advertisement Feature -

Save money and boost laundry quality with Miele Professional Miele Professional is the global leader of commercial laundry equipment, dishwashers, washer disinfectors and sterilisation equipment designed for use in a wide range of industries. In particular, the brand is a great choice for the hospitality sector, providing flexible solutions to bed and breakfasts of all sizes, as well as a variety of accessories to suit the needs of individual establishments.

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aving the right machines is vital for B&Bs requiring equipment that is high quality, easy-to-use DQG HQHUJ\ HÉ?FLHQW LQ RUGHU WR XSKROG VWDQGDUGV HQVXUH VWDÎ? SURGXFWLYLW\ LV maximised and reduce utility bills. Research from Miele Professional highlights how important clean laundry is to customers, with more than half (55%) of guests worrying about the cleanliness of the hotel room they are staying in. Therefore, it is essential B&Bs consider laundry facilities thoroughly in order to create a strong customer experience. As part of this, on-premise laundries allow housekeeping teams to manage their own launGU\ SURFHVVHV JLYLQJ WKHP ČľH[LELOLW\ DQG FRQWURO Customers often measure B&Bs by how soft towels are and the cleanliness of the linen, and TXDOLW\ FDQQRW EH IXOO\ JXDUDQWHHG RÎ? VLWH Creating a small on-premise laundry to SURFHVV WRZHOV FDQ KDYH PDQ\ EHQHČ´WV IRU hospitality businesses. Cost is a key consideration, and bringing some laundry operations in house means that outgoings can be more closely controlled. In this situation, the Miele Professional 5.5kg – 8kg machines are the SHUIHFW Č´W ZLWK VWDFNDEOH XQLWV WKDW RÎ?HU D high-performance on a 1m2 footprint, perfect for use where space is a premium. The Little Giant range has a load capacity of up to 6.5kg and wash and dry a laundry load in as little as 90 minutes, while Miele’s 8kg capacity machines can wash up to 200 towels per day. All machines feature Miele Professional’s patented honeycomb drum, which cushions

laundry, preserving the quality, softness and life of the towels. Miele Professional also has a range of machines ranging from 10-32kg load capacities for larger on-premise laundries, alongside D UDQJH RI LURQHUV IRU D SHUIHFW Č´QLVK 7KH machines are German engineered and rigorously tested before leaving the factories. All washing machines are tested to 30,000 wash cycles: equivalent to being used eight hours a day, seven days a week, for over 10 years. Newest to the Miele line-up are the “Benchmarkâ€? washing machines, which launched LQ $SULO DQG RÎ?HU RXWVWDQGLQJ ZDVK TXDOLW\ and cycle times from just 45 minutes. To enable energy savings, the range includes an improved heating system and the ability to specify load sizes, which means less water, energy and detergent are used. The machines (in the cottons 60°C programme) require up to 20% less water and 30% less energy than the previous generation, while also reducing residual moisture to 45% to enable further savings. The range also features an exclusive new OneFingerTouch door system which, alongside an easy-to-use six-button programme selection, creates a seamless process for laundry operators. Lynne Lino, of Candercraig House hotel in Aberdeenshire, said: “Our Miele Professional machines have completely revolutionised our EXVLQHVV 1RW RQO\ KDV WKHLU HÉ?FLHQF\ VDYHG us time and money but we can completely rely on our machines to provide the quality results that our guests expect.â€? Luxury Bed & Breakfast - 50 - October 2017

For more information on Miele Professional’s products, phone 0844 8936907, visit www.miele.co.uk/ professional or follow the company on Twitter @MieleProf

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