Luxury B&B Magazine - October 2018

Page 1

OUT OF SEASON BOOKINGS BOOSTING YOUR CHANCE OF OCCUPANCY OUT OF SEASON

THE HEART OF SCOTLAND We look inside an award-winning guest house in Perthshire

PLUS! BOOST YOUR WI-FI

WE EXAMINE THE BENEFITS OF A WI-FI MESH SYSTEM

UK’S FIRST

LUXURY

B&B MAGAZINE WWW.LUXURYBBMAG.CO.UK • ISSUE 31 • OCTOBER 2018

ƫ ƫ .8%( (66(17$,/6

.8%( 3257$%/(

-GGR IWGUVU EJCTIGF CP[YJGTG C[VKOG -GGR IWGUVU EJCTIGF CP[YJGTG C[VKOG

6JG PGY -WDG 'UUGPVCKNUKU UNGGM GNGICPV CNCTO ENQEM 6J HGCVWTKPI JKIJ URGGF UNG EJCTIKPI HQT WR VQ FGXKEGU HG CV QPEG KPENWFKPI [QWT EJ NCRVQR CV NCR

.8%( 3257$%/(

&KURNC[GF YKVJ 3K 9KTGNUU %JCTIKPI 2CF UQNF CU CP CEEGUUQT[

-WDG 2QTVCDNG %JCTIGTU GCEJ HGCVWTKPI DWKNV KP -WDG 2QTVCDNG %JCTIGTU EQPPGEVQTU 75$ RQTVU CPF GCEJ HGCVWTKPI DWKNV KP 3K YKTGNGUU EJCTIKPI EQPPGEVQTU 75$ RQTVU CPF 3K YKTGNGUU EJCTIKPI

*/2%$/ &+$5*,1* 32'6

,+20( +:/ ,+20( +:/

'CEJ RQTVCDNG DCVVGT[ EQPVCKPU VYQ KP DWKNV ECDNGU 1PG HQT K2JQPG NKIJVPKPI CPF QPG HQT /KETQ 75$ $[ KPENWFKPI VJG ECDNGU QP VJG RQYGT DCPM YG GNKOKPCVG CP[ VCPINGU CPF JCUUNGU CUUQEKCVGF YKVJ YKTGU

2CVGPVGF 6TKRNG &KURNC[ 0(% $NWGVQQVJ #NCTO %NQEM YKVJ 5RGCMGTRJQPG 3K 9KTGNGUU %JCTIKPI CPF &WCN 2CVGPVGF 6TKRNG &KURNC[ 0(% $NWGVQQVJ #NCTO %NQEM 75$ %JCTIKPI 2QTVU YKVJ 5RGCMGTRJQPG 3K 9KTGNGUU %JCTIKPI CPF &WCN 75$ %JCTIKPI 2QTVU

ŽŶƚĂĐƚ ƵƐ ƚŽĚĂLJ dĞůĞ͗ ϬϮϬ ϴϵϱϯ ϬϭϲϬ ŵĂŝů͗ ƐĂůĞƐΛŚŽƚĞůƚǀ͘ĐŽ͘ƵŬ sŝĞǁ ƚŚĞ ĨƵůů ƌĂŶŐĞ ŽĨ ŽƵƌ ĐŚĂƌŐŝŶŐ ƐŽůƵƚŝŽŶƐ ŽŶůŝŶĞ Ăƚ ǁǁǁ͘ŚŽƚĞůƚǀ͘ĐŽ͘ƵŬ ǁǁǁ͘ŚŽƚĞůĚĞƉŽƚ͘ĐŽ͘ƵŬ

*16'. 6'.'8+5+105 +*1/' -7$' 5;56'/5 -'; %#4&5

%.1%- 4#&+1 +056#..#6+10 9#.. $4#%-'65 &+)+6#. 5+)0#)' /14'Џ

this month...

Welcome +RZ GR \RX GHČ´QH D OX[XU\ % %" 7KHUH DUH PDQ\ variables, but to including price as one of these is H[FHVVLYHO\ UHVWULFWLYH )RU H[DPSOH \RX PLJKW VXJJHVW a broad range of room prices upwards of ÂŁ100 yet WKHUH DUH SOHQW\ RXW WKHUH SURYLGLQJ D JXHVW H[SHULHQFH FOHDUO\ VXSHULRU WR WKDW RÎ?HUHG E\ WKH DYHUDJH VHDVLGH WRZQ % % IRU SHUKDSV e RU e 7KH GHČ´QLWLRQ ZH XVH LV D KLJK VWDQGDUG RI DFFRPmodation accompanied by a committed approach E\ WKH KRVWV WR GHOLYHU D ZRZ IDFWRU DQ H[SHULHQFH QRWLFHDEO\ DERYH WKH QRUP WR HYHU\ JXHVW Now we are launching a membership scheme that ZLOO IRUPDOO\ UHFRJQLVH DQG HQGRUVH OX[XU\ % %V LGHQWLI\LQJ WKH DWWULEXWHV WKDW GHČ´QH WKLV QLFKH VHFWRU DV VXPPDUL]HG LQ WKDW GHČ´QLWLRQ VHH SDJH Associated with this initiative is the launch of our Luxury Bed & Breakfast DZDUGV SURJUDPPH :KHQ Ζ ZDV Č´UVW WRRN XS WKH UROH DV WKH HGLWRU RI WKH PDJD]LQH RQH \HDU DJR Ζ KDG P\ Č´UVW LQVLJKW LQWR WKH VSHFWDFXODU VHFtor I was going to get to know dedicated to the pursuit RI H[FHOOHQFH %H\RQG WKH OX[XU\ % % VHFWRU Ζ FRXOG VHH D ZLGHU hospitality market whose best performers were recognised by various awards, among them the prestigious Eviivo awards, and the esteemed Independent Hotel 6KRZ DZDUGV :KDW ZDV FRQVSLFXRXV E\ LWV DEVHQFH however was an awards programme dedicated to the PHULWV RI WKH OX[XU\ % % VHFWRU :H DUH QRZ LQYLWLQJ RZQHUV RI OX[XU\ % %V LQ WKH 8. WR SDUWLFLSDWH LQ RXU DZDUGV SURJUDPPH 6HH SDJH DQG ORRN RXW IRU IXUWKHU GHWDLOV LQ QH[W PRQWKȇV LVVXH RI the magazine!

NEWS

4

12

Industry news from around the UK

14

18

24

28

32

COMMENT B&B Association chairman David Weston

OUTDOOR SPEAKERS What considerations must you make for all-weather outdoor speakers?

B&B PROFILE A look inside the highly acclaimed Craigmhor Lodge & Courtyard in Pitlochry, Perthshire

GLASS WASHING Insight from two leading hospitality washer brands on techniques behind washing glasses

OUT OF EDEN Holly Alderson gives tips on optimising occupancy out of season

BOOSTING WI-FI REACH We look at the advantages of a mesh system and trial the LinkSys Velop

36

OTA FIGHTBACK

<YRQQH +DOOLQJ RXWOLQHV KRZ \RX FDQ Č´JKW EDFN VXFFHVVIXOO\ against the online travel agents

40

INSURANCE RENEWALS Steps you can take to get the best insurance deal when you see your premiums are rising

32

Bill Lumley

Editor

14

- News -

LUXURY BED & BREAKFAST ANNOUNCES MEMBERSHIP SCHEME Luxury Bed & Breakfast magazine is launching a membership scheme for owners of luxury B&Bs. Editor Bill Lumley gives D WDVWH RI WKH SURPRWLRQDO EHQHČ´WV DQG opportunities it promises to deliver The Luxury Bed & Breakfast membership scheme that we are now unveiling will help to encourage direct bookings, share market LQIRUPDWLRQ DQG ZLOO ERRVW WKH SURČ´OH RI WKLV luxury market to wider public appeal. It will help set a standard for the disparate array of exceptional B&Bs across the UK and in the process elevate the opportunities for luxury B&B owners to market themselves more HÎ?HFWLYHO\ WR D ZLGHU QXPEHU RI JXHVWV Eligibility for membership of the scheme will be judged by our team and awarded to successful applicants according to selected criteria demonstrating that they provide a high-quality experience in accommodation, breakfast and individual service. The luxury B&B sector is worthy of a higher and more widely appreciated level of recognition for its outstanding contribution to the premium guest experience, and we are taking on the task of addressing this by raising the SURČ´OH RI WKH VHFWRU LQ WKH SXEOLFȇV H\H Along the way we intend to generate greater SXEOLF DZDUHQHVV RI WKH EHQHČ´WV RI FRQWDFWLQJ the luxury B&B directly to make bookings. As and when your B&B has been accepted for membership, marketing materials will be provided for your own promotional purposes including an approval logo and other pertinent materials that will endorse your luxury operation.

member of the Luxury Bed & Breakfast team will visit your property to form a judgement accordLQJ WR WKH JXHVW H[SHULHQFH RQ RÎ?HU 2XU RZQ GHČ´QLWLRQ RI D OX[XU\ % % LV D KLJK standard of accommodation accompanied by a committed approach by the hosts to deliver a wow factor - an experience noticeably above the norm - to every guest. Of course, as the most important meal of WKH JXHVWȇV H[SHULHQFH EUHDNIDVW LWVHOI PXVW be of a premium standard, while furnishings DQG GHFRU QHHG WR UHČľHFW WKH OX[XU\ DVSLUDtions and goals of the hosts. The criteria we will be considering will include a good standard of repair and decoration throughout the property; high standards of bedroom linen and furnishings; premium quality breakfast; and additional features that deliver a wow factor including individual and pertinent attention to guests on arrival and throughout their stay.

APPROVAL PROCESS We will inspect your B&B and If you pass our approval process, you will be part of the Luxury Bed & Breakfast approved membership programme. We will provide you with marketing material to highlight that you are part of the membership programme and will help with the sales and marketing of your business as part of our approved scheme.

MEMBERSHIP OF THE PROGRAMME WILL FEATURE: •

Listing on our Approved Members page on the Luxury Bed & Breakfast website

•

Subscription to the magazine for 12 months

•

A Q&A interview to feature on the www. luxurybbmag.co.uk website

•

)UHH Č´UVW LPSUHVVLRQ DGYLFH VHUYLFH DQG additional marketing and advertising advice on B&B visit

DEFINING LUXURY There are many B&Bs that provide a luxury experience to their guests without feeling the need to resort to mainstream but worthy asVHVVPHQW SURJUDPPHV VXFK DV WKH $$ȇV LQVSHFtion and quality assurance star rating system. We will therefore not be excluding properWLHV WKDW KDYH QRW TXDOLȴHG IRU VXFK VWDU UDWings, but instead will judge each B&B according to the level of accommodation, facilities and service provided on an individual basis. Upon signing up to be assessed as to your eligibility for membership, a member or associate

•

Two individual category entries into our New 2019 Luxury Bed & Breakfast magazine awards Luxury Bed & Breakfast - 4 - October 2018

For an additional charge luxury B&Bs can participate in our Mystery Sleeper programme, whereby we will come and stay DW \RXU % % ZLWKRXW DQ\ VWDÎ? NQRZLQJ DQG report on our experience. This will include website experience, phone experience, how easy it was for guests to Č´QG LQ UHODWLRQ WR WKH JLYHQ DGGUHVV DQG DQ\ associated instructions, customer service, bedroom, bathroom and breakfast. We will analyse everything and anything on which you want us to focus. We will then provide you with a full and detailed report that will not be for publication (unless you want it to be published) nor DÎ?HFW \RXU $SSURYHG 0HPEHUVKLS EXW ZKLFK will give you a real insight into your B&B and perspective on just how it is being run. For an additional charge we will produce an annual magazine for your B&B. This will include a write up of attributes of your property and feature updates of details of attractions in and around your area and activities that your visitors may wish to undertake. This publication will of course make your B&B more personal. You can use this personalised magazine to promote breakfast times and other useful information about your B&B. We can also include local paid for advertising or articles to help you subsidize the cost or HYHQ PDNH D SURČ´W For further information or to apply for membership of the Luxury Bed & Breakfast scheme please contact Frankie Butler: frankie.butler@jld-media.co.uk or call 01737 852342.

- News -

Luxury Bed & Breakfast Magazine Launches Excellence In Luxury Service Awards Luxury Bed & Breakfast Magazine is proud to announce the launch of the 2019 Excellence in Luxury Service Awards. We will be inviting submissions for the inaugural awards, the purpose of which is to encourage the pursuit of excellence in the GHOLYHU\ RI ȴUVW FODVV VHUYLFH WR YLVLWRUV WR luxury B&Bs. The winners will be announced at an awards ceremony to be staged in Spring next year before the busy Easter season. Awards categories will cover categories including: • Customer service • Premium booking experience • Use of capital investment in renovation • Premium quality Breakfast • Use of local produce • Bedroom furnishings • Best use of technology • Bathroom standards and facilities • Overall luxury experience • Most tasteful restoration. Technology is an integral part of the overall service you provide your guests and the best use of technology will be judged on whatever practical facility you may provide that ensures the delivery of an extraordinarily positive experience for your guests. There will be additional categories for WKRVH R΍HULQJ H[WUD IDFLOLWLHV LQFOXGLQJ wedding reception venues, gyms, spas and saunas, restaurants and a category for unlisted quirk that takes the venue into a luxury league by itself. Summarising the membership evalua-

B R I N G I N G T H E I N D U S T R Y TO G E T H E R

tion process sales manager Frankie Butler SLFWXUHG VDLG Ȋ:H ZLOO EH ORRNLQJ ȴUVW and foremost for a high level of hospitality integral to and representative of the luxury B&B category. High on the agenda will be comfort and cleanliness, an outstanding breakfast, appropriate levels of guest privacy and attention to detail in furniture and furnishings that are in keeping with the style of the property. In addition to providing exceptional service, hosts should demonstrate a helpful manner and a high level of local knowledge.” 7KH ȴQDO OLVW RI DZDUGV IRU WKH HYHQW LV EHLQJ ȴQDOLVHG WKLV PRQWK For further information or details on applying for an award please contact Frankie Butler: frankie.butler@jld-media.co.uk. a.co.uk. co.uk. If you have any particular thoughts on additional categories you feel would UHȵHFW WKH XQLTXH QDWXUH RI the luxury B&B sector please e feel free to contact the editor orr Bill Lumley by email at bill. lumley@jld-media.co.uk or phone 01737 852345. Luxury Bed & Breakfast - 5 - October 2018

- News -

EDITOR

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

Caroline Sargent 07076 362082 CONTRIBUTING EDITOR

Matthew Attwood 01737 852 345 NORTHERN IRELAND EDITOR

Francis Higney 01737 852 345 SALES MANAGER

Frankie Butler frankie.butler@jld-media.co.uk 01737 852 342 DESIGN & PRODUCTION

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

Ryan Goble 01737 852 341 PUBLISHING DIRECTOR

Helen Richmond helen.richmond@jld-media.co.uk 01737 852 344 No part of this publication may be reproduced, or transmitted in any form or by any means, electronic or mechanical including photocopying, recording, or any information storage or retrieval system without the express prior written consent of the publisher. We regret we cannot be liable for the safe custody or return of any solicited or unsolicited material. Contributors are advised to keep copies of all materials submitted. The opinions and views expressed in Luxury Bed & Breakfast are not necessarily those of JLD Media. Being subject to the Advertising Standards Authority guidelines in place at the time of going to press, all data submitted by advertisers and contained in their advertising copy is accepted by JLD Media in good faith. Luxury Bed & Breakfast is available on subscription. UK & Ireland ÂŁ65; Overseas ÂŁ98. Luxury Bed & Breakfast is published monthly. Printed by Stephens & George Ltd

Luxury Bed & Breakfast JLD Media, 25 Clarendon Road, Redhill, Surrey RH1 1QZ www.luxurybbmag.co.uk All rights reserved Š JLD Media 2018

Be My Guest announces new partnerships Be My Guest, a series of one-day, free-to-attend business development events for independent accommodation providers, has announced a partnership with Business Lincolnshire. The regional business group expects the arrangement to help hospitality accommodation-focused SME businesses in their network when the roadshow arrives in Skegness on 13 November. Be My Guest director Jim Curry said: “Business Lincolnshire joins a roster of prestigious partners for our show in Skegness including Google, The AA and Expedia.â€? Talking about the partnership, Samantha Harrison, Head of the Business Lincolnshire Growth Hub said: ČŠ:H DUH GHOLJKWHG WR EH DEOH WR RÎ?HU ORFDO EXVLQHVVHV the opportunity to learn from other businesses in the hospitality sector and gain digital skills from an expert Google team.â€? As mentioned, delegates at Be My Guest events FDQ EHQHČ´W IURP IUHH WUDLQLQJ DQG VHPLQDUV DQG WKH\ will be able to attend free digital masterclasses held by event partner Google Digital Garage. Google UK & Ireland managing director Ronan Harris said: “In the digital age, a basic understanding of how the online world works is useful and when it FRPHV WR EXVLQHVV LWȇV HVVHQWLDO :H DUH GHOLJKWHG WR bring the Google Digital Garage to Torquay, Carlisle and Skegness and ensure everyone has access to free digital skills workshops and 1:1 coaching. We hope you'll pop in and get the skills you need to become PRUH FRQČ´GHQW RQOLQH JURZ \RXU FDUHHU RU EXVLQHVV and maybe even launch the next big idea.â€? The events also host a marketplace with international and local businesses showcasing their products and services to help accommodation providers improve their margins. In addition to the new partnership with Business Lincolnshire in Skegness, Be My Guest has struck a deal with Visit Lincs Coast BID company and is working with them for the Lincolnshire Coast edition on the 13 November. Manager of Lincolnshire Coastal Destination BID (Visit Lincs Coast) Lisa Collins said: “We are delighted to be working with Be My Guest to bring this new roadshow to the Lincolnshire Coast, we are seeing continued growth and investment in the area, as well as an increase in higher quality accommodation across the board. “This event allows businesses to come along, meet exhibitors, attend informative seminars as well as network with other local businesses in the tourism LQGXVWU\ :H KDYH VXFK D GLYHUVH RÎ?HU RI DFFRPPRdation and attractions in the area and we feel the URDGVKRZ RÎ?HUV VRPHWKLQJ IRU HYHU\RQH Č‹

In this Autumn series of Be My Guest events AA +RWHO DQG +RVSLWDOLW\ 6HUYLFHV LV RÎ?HULQJ GHOHJDWHV D GLVFRXQW RQ Č´UVW WLPH DSSOLFDQW WR WKHLU 4XDOLW\ Assessment Scheme courtesy of the subsidy invested by the Be My Guest management team. The Be My Guest team have funded a similar discount on the VisitEngland Assessment Scheme and they will be talking to people about the rich depth of business support they can give accommodation owners including a show-only discount on the Pink Book which is a must read for businesses wanting to be on the front foot when it comes to regulations. Expedia, Cottages.com, Interhome, Glampsites.com and Freetobook will be at all the shows looking for new ways for accommodation business to gain more bookings and increase revenues of their business. Be My Guest spokesman Jim Curry added: “We are really pleased to welcome EnviroVent who are booked for all shows. In the rise of self-catering and holiday rentals, this company is leading the way to ensure that the air quality and the integrity of the building is intact through the avoidance of damp and stale conditions. Similarly, Codelocks, will be showcasing their products to ensure that the guest and host safety and security is of the highest standards. “At Skegness, we will be hosting a Farmers Market for the visitor to talk to local food and drink providers and enforce our commitment to support local businesses. Alongside the market will be established food networks like Nestle and Blakemore Foodservices ZKLFK FRYHU DQ DUUD\ RI RÎ?HULQJV ČŠ:H DOVR KDYH D KRVW RI Č´QDQFLDO DQG OHJDO DGYLVRUV who are there to help businesses push forward including Cumberland Building Society and Sills& Betteridge LLP. “The technology players are also coming to the Be My Guest events. Regalo will be at the Carlisle event and will be showing accommodation businesses how voucher platforms and gifting can bring new revenues and new customers to the property whilst Genius Wi-Fi will be demonstrating how even small properties can take advantage of Wi-Fi solutions for guests which provide an income.â€?

Luxury Bed & Breakfast - 6 - October 2018

- News -

Positive feedback Feedback from many of the delegates at this year’s events so far have been positive. At the South West event in Torquay earlier this month exhibitors reported high levels of interest LQ WKHLU RÎ?HULQJV ZKLFK UDQJHG IURP IUHVK SRUN VDXVDJHV DQG premium jams to direct booking facilities. As with all Be My Guest events there were speaker sessions held alongside the exhibition hall that were packed throughout the day, ZLWK D ORFDO ČľDYRXU WR WKH RFFDVLRQV 7KH Č´UVW SUHVHQWDWLRQ DW WKH Torquay event was made by Carolyn Custerson of English Riviera %Ζ' &RPSDQ\ HQWLWOHG (QJODQGȇV 6HD )RRG &RDVW 7KLV ZDV IROORZHG by a presentation by VisitEngland business support manager Vicky Parr, who ran through all the projects and business support initiaWLYHV WKH DJHQF\ LV RÎ?HULQJ WR KHOS KRVSLWDOLW\ EXVLQHVVHV JURZ ([SHGLD *URXSȇV .ULVKDQ .DGRGZDOD WKHQ GHOYHG LQWR WKH GDWD RI businesses in the region conveying insights and trends in performance of the market. Two presentations were then given by Google Digital Garage on marketing and digital advertising for the UK hospitality sector. This was followed by two sessions on glamping from glamping JXUX .DWH 0RUHO DQG JODPSVLWH FRPȇV /HRQD 0LOOV B&B Business Success Coach Yvonne Halling then made a well-atWHQGHG SUHVHQWDWLRQ HQWLWOHG .HU FKLQJ WKH FDVKČľRZ GHPRQVWUDWLQJ

Card Payment Solutions

5 star rating on Trust Pilot Card Cutters is the UK’s Number 1 trusted Card Processing Company!

Two Fantastic Offers For The Hotel and Hospitality Sector An unbeatable Chip and Pin package at low, low rates OR‌ A unique ‘seasonal’ offer where terminal rental is only payable during the peak season! PRICE TRANSPARENCY With Card Cutters you get excellent rates without the hidden extras‌. So.. - NO Authorisation Fees - NO Cash back Fees - NO Set-up or Admin Charges “What you see is what you pay for‌â€?

Unbeatable

FOR HOTELS AND B&Bs

Want to know how we can save you £££’s on your debit and credit card processing? Call Paul Bothamley (Sales Director) on 01909 776 525 or 07772 827 377 and quote ‘Hotel and Hospitality Sector’ e | pbothamley@card-cutters.co.uk w | www.card-cutters.co.uk

to delegates a way of adding at least, she promised, 25% to their UHYHQXH LQ RQH \HDU DQG EHDWLQJ WKH FDVKČľRZ EOXHV B&B Association chairman and Luxury Bed & Breakfast magazine contributor David Weston then delivered a session entitled Bed and Brexit, walking delegates through the opportunities and challenges for accommodation businesses in 2019. ČŠ%ULWDLQȇV EULOOLDQW % %V DUH SURXG WR SURYLGH D ZDUP SHUVRQDO ZHOFRPH LQGLYLGXDOLW\ DQG RI FRXUVH D JUHDW %ULWLVK EUHDNIDVW WR visitors, for over 50 million guest-nights a year. None of that will change next year,â€? he said. As Luxury Bed & Breakfast magazine was going to press, even beIRUH WKH RÉ?FLDO RSHQLQJ WLPH RI WKH 1RUWK :HVW %H 0\ *XHVW HYHQW in Carlisle, crowds of delegates were turning up to the show in even greater numbers than the previous event in Torquay. The momentum behind the event has grown strongly throughout WKH Č´UVW \HDU RI %H 0\ *XHVW HYHQWV ZLWK WKH ORFDO IRFXV SURYLQJ WR be a remarkable success.

BE MY GUEST EVENTS Lincolnshire coast edition – 13 November 2018 South Coast edition – 19 February 2019 Yorkshire & Humber edition – 5 March 2019 Welsh edition – 9 April 2019 For your free ticket to attend any of the Be My Guest events click here www.bemyguest.live/attend

Card Cutters Ltd is licenced as a first tier representative of Allied Irish Bank Merchant Services in the UK

Luxury Bed & Breakfast - 7 - October 2018

- News -

RECIPE TECHNOLOGY DELIVERS ALLERGEN COMPLIANT RECIPES AND MENUS Hospitality market software provider Caternet and digital menu-publishing platform Ten Kites have this month announced a new strategic partnership in a bid to revolutionise menu and recipe deployment for the hospitality and catering industry. The two companies have combined both of their platforms to deliver "cutting edge technology," connecting hospitality businesses with live, allergen and nutrition-compliant recipes and menus and deploying these across all devices, channels and apps in just one click. The partnership crucially aims to improve safety and communication at all stages of the supply. They claim the integration of the two platforms will allow B&B owners to update daily menus and recipes while automatically sharing critical metrics with their own customers via mobile apps, websites and across social media platforms to help remove wasted time spent manually updating websites and other channels when menus change. The issue of allergens and the importance of food labelling have recently been highlighted with news of the fatality of two customers and a number of other cases of severe reactions after suspected allergic reactions have highlighted the importance of food labelling. ΖQ RQH FDVH D ZRPDQ QHDUO\ GLHG DIWHU VXÎ?HULQJ DQ DQDSK\ODFWLF reaxction from a baguette in October 2015. Speaking about the partnership Ollie Brand, head of marketing and innovation at Caternet explained: “Our partnership with Ten Kites is a logical step. The platform naturally integrates with our own system but takes it a step further from a deployment perspective. Clients can now store their recipes, which are automated to calculate the nutritional information and allergens per serving, and in just one click the system automatically updates the information that goes onto the menu before simultaneously updating all of the channels a customer may come into contact with, whether via a website, social platform or an app.â€? Alex Marsh, COO at Ten Kites commented: “We are big believers in making technology work harder for catering operations. We want organ-

isations to focus on what really matters, providing a great experience for their guests. An informed customer always enjoys a better experience and our partnership with Caternet further extends the number of RSHUDWLRQV ZH DUH DEOH WR VXSSRUW ΖWȇV DOVR JUHDW WR EH ZRUNLQJ DORQJside a company that shares so many of our own ethics and values.� Ensuring consistency of allergens updates across multiple channels in real time also gives greater peace of mind to hospitality and FDWHULQJ ȴUPV +DYLQJ LPPHGLDWH DFFHVV WR FXUUHQW PHQXV DQG nutritional information also means that customers can review food RSWLRQV VSHFLȴF WR WKHLU RZQ GLHWDU\ UHTXLUHPHQWV ZKHWKHU WKH\ are watching their calorie intake and looking for healthier choices or are searching for something more protein heavy after a workout, accurate content is but a click away.

Revenue streams app launched for Hospitality Retail An iPhone and iPad app allowing luxury B&Bs to sell products to guests is being launched at the Independent Hotel Show on 16-17 October. DLAppTap purports to enable hotels to capitalise on new revenue streams, achieve ROI from refurbishments and improve and provide higher levels of “guest-centric servicesâ€?. The hospitality-focused tool is an extension of the soon-to-be-launched DesignLife App, developed to showcase residential products. The developers say the app becomes a platform for individual hospitality venues WKDQNV WR HQFRGHG 1HDU Č´HOG &RPPXQLcation (NFC) labels, which are discreetly attached to items available for purchase. After downloading DLAppTap, guests

FDQ YLHZ WKH VSHFLČ´FDWLRQV PHDVXUHPHQWV costs, lead times, shipping and payment options for any labelled item they “tapâ€? with their mobile devices. Purchases can be added to their guestroom bills. Orders are automatically sent to manufacturers, with the B&B receiving 25% commission. “Hotels are the shopping centres of the future,â€? says Jane Moriarty, founder of DesignLife Associates, Ltd. and marketing director of DLAppTap. “This technology is set to revolutionise the retail aspect of hospitality.â€? Visitors to the Independent Hotel Show can test the app for themselves at the Hotel Room of the Future exhibit conceived by 7ZRȇV &RPSDQ\ ΖQWHULRU 'HVLJQ

Luxury Bed & Breakfast - 8 - October 2018

16 –17 O C T O B E R 2 0 1 8 O LY M P I A L O N D O N For more information on the Independent Hotel Show 2018 and to register to attend for free, visit www.independenthotelshow.co.uk

- News -

UK tourist spend tops £1 billion Visitors spent more than £1 billion in Britain last year as a result of activity by national tourism agency VisitBritain/VisitEngland, according to ȴJXUHV SXEOLVKHG HDUOLHU WKLV PRQWK E\ VisitBritain/VisitEngland. 7KH WRXULVP DXWKRULW\ FODLPV WKH ȴJXUH means that for every pound invested in the agency, visitors spent £25 in Britain. In addition to UK Government investment, the agency said it had attracted £13 million of investment in cash and in-kind from commerFLDO SDUWQHUV DQG GHOLYHUHG e PLOOLRQ SURȴW from its online shop, which is reinvested into its activities to grow the value of tourism. The results were announced at the agenF\ȇV DQQXDO UHYLHZ DQG IROORZ VWURQJ JURZWK in 2017 for inbound tourism. VisitBritain forecasts that it will beat its ambition of 40m inbound visits by 2020 this year. Brits have also been taking more holidays at home with visits and spend up by 6% in 2017. UK Minister for Tourism Michael Ellis said: Ȋ%ULWDLQȇV WRXULVP LQGXVWU\ LV ERRPLQJ /DVW year was a very strong year for domestic and inbound tourism, with tens of billions of pounds going into our economy. The government, alongside VisitBritain/VisitEngland, is working with the sector to build on this success with an emphasis on attracting major business events and investing in local tourism

projects through the Discover England Fund. "Tourism shows the world the best of our nation. As we approach the UK's exit from the European Union, we are absolutely committed to helping the industry continue to grow, promoting the country as a must-visit destination and ensuring that local commuQLWLHV EHQHȴW British Tourist Authority chairman Steve Ridgway CBE, former chief executive of Virgin Atlantic Airways, said tourism in the UK was one of our growth industries, growing at a rate faster than the digital industries and continuing to attract overseas investment. +H VDLG Ȋ7RXULVP LV WKH FRXQWU\ȇV VKRS window to the world. A £127 billion powerhouse which continues to deliver for the British economy, creating jobs and driving economic growth right across the country. Our third largest service export, tourism needs no trade deals to prosper. Britain is already competing strongly in our most valuable visitor source markets such as the US and in markets that are crucial for our future including China.� +H DGGHG Ȋ:H IDFH D QXPEHU RI VLJQLȴFDQW FKDOOHQJHV WKH PRVW LPSRUWDQW WKH 8.ȇV departure from the European Union. Whilst ZH DGGUHVV WKH LQLWLDO ȾXFWXDWLRQV LQ FXUrency and EU worker concerns, we soon will need to deal with the longer-term realities.

Luxury Bed & Breakfast - 9 - October 2018

We want to ensure that the future relationship keeps our borders as frictionless as possible for visitors, our aviation as connected as ever, and our economic stability on track – because tourism depends on this.â€? Domestic tourism in England had also seen success from the growth in holidays to more frequent short-breaks. Domestic tourism accounted for almost 80% of all tourism activity and ÂŁ70 billion was spent by domestic tourists in England last year, supporting millions of jobs. “While these are good results we still see D WUDGH GHČ´FLW ZLWK PRUH VSHQW RYHUVHDV E\ British tourists than inbound visitors spend in %ULWDLQ DQG PDQ\ \RXQJ SHRSOH Č´QGLQJ LW HDVLHU WR MXPS RQ D FKHDS ČľLJKW DQG KHDG HOVHwhere than discover this country. We want to reverse this, to make our industry more productive and see even stronger growth. “And there are real opportunities to imSURYH WRXULVPȇV SURGXFWLYLW\ DQG WR H[WHQG the season year-round. Addressing these would drive additional visitor spending and also help with structural issues faced by small EXVLQHVVHV LQFOXGLQJ VWDÎ? UHWHQWLRQ Č‹ KH VDLG +H LV OHDGLQJ WKH WRXULVP LQGXVWU\ȇV ELG IRU D VHFWRU GHDO XQGHU WKH 8. *RYHUQPHQWȇV Industrial Strategy which would help the industry face Brexit with increased resilience while boosting its productivity.

- News -

Raised music tariffs threaten B&Bs Trade association UKHospitality has warned the independent hotel and B&B sector that proposed increases on recorded music WDULÎ?V XQGHU FRQVXOWDWLRQ ZRXOG KDYH D VLJQLČ´FDQW HÎ?HFW RQ WKH KRVSLWDOLW\ VHFWRU The trade body has submitted a response WR 3KRQRJUDSKLF 3HUIRUPDQFH /LPLWHGȇV (PPL) consultation on proposed changes to the Specially Featured Entertainment (SFE) WDULÎ? DSSOLFDEOH WR SXEV EDUV QLJKWFOXEV DQG hotels. Proposed increases in the fee itself could see PPL bills increasing by as much as 470% for many venues. UKHospitality chief executive Kate Nicholls said: “Under some of the proposed changes, YHQXHV FRXOG H[SHFW WR VKRXOGHU D WKUHH Č´Jure percentage increase on the basic per person fee level at a minimum. Additionally, PPL is also proposing a change in structure WKDW LV EDVHG RQ D YHQXHȇV FDSDFLW\ UDWKHU than actual attendance. This means that pubs, bars or nightclubs could be charged for a full venue even if they are over half empty, which could raise costs even higher. ČŠ6LJQLČ´FDQW IHH LQFUHDVHV ZLOO EH FULSSOLQJ for many businesses. The proposed change in fee structure would not just hit large nightclubs and bars, it will also spell trouble

for pubs who want to host a weekly disco or other businesses wishing to play specially featured music,â€? she said. UKHospitality has been liaising with PPL and raising its concerns, she said, and the association is hopeful that it can continue WR ZRUN ZLWK WKHP WR DYRLG D VLJQLČ´FDQW FRVW increase for the sector. Earlier this year the Performing Rights Society (PRS) and Phonographic Performance Limited (PPL) proposed a merger to form a joint venture, PPL-PRS, which is now contacting B&Bs throughout the UK to enforce payment for music licences. Any B&B owners may be liable to pay an annual licence of ÂŁ105 if their guest bedrooms have TVs or if there are areas on-site where background music is audible. Chairman of the B&B Association David Weston told Luxury Bed & Breakfast magazine: “PRS-PPL have the legal right to charge license fees of all businesses, and have for many years as two separate organisations. They are now merging. We and the BHA QRZ 8.KRVSLWDOLW\ KDG QHJRWLDWHG WDULÎ?V ZLWK WKHP IRU H[DPSOH D PLQLPXP WDULÎ? IRU up to 15 bedrooms. Now the two are merging we will be seeking a meeting to ensure the previous principles are honoured.â€?

Luxury Bed & Breakfast - 10 - October 2018

Music licensing is an issue for which the association lobbies on behalf of its members, as well as advising them of the legal issues. 2QH VSHFLČ´F LVVXH KH VDLG LV WKH VWDWXV RI so-called public areas, such as a lounge or breakfast room. He said: “PPL-PRS charge a much higher rate for music in such areas including televisions or radios, based on the concept that these are like hotel public areas, whereas for B&Bs of course there are only guests present. “We have therefore always argued that WKLV LV LQ HÎ?HFW GRXEOH FKDUJLQJ :H DGYLVH members being charged by PPL-PRS not to have any TVs or radios in their lounges or breakfast rooms - unless they are happy paying these higher license fees,â€? he said. He added that this is yet another way there is unfair competition from peer to peer SODWIRUPV VXFK DV $LUEQE ZKRVH KRVWV ZRQȇW generally be paying these license fees, even though they ought to given that they have SD\LQJ JXHVWV EHFDXVH 356 SSO FDQ RQO\ Č´QG B&Bs and hotels to chase them for payment. *For more in-depth comment from the B&B Association on music licensing and the PPL-PRS, see chairman David Weston’s comment in the November issue of Luxury Bed & Breakfast

- News -

English wine makers gulp at the UK’s excessively high wine duty Chancellor Philip Hammond is being urged to scrap planned tax rises to support the home grown English and Welsh wine industry which is selling increasingly to UK luxury B&Bs. English wine producers have put their conFHUQV RYHU WKH JRYHUQPHQWȇV ODFN RI VXSSRUW for the industry in a letter addressed both to the Chancellor and to Environment Secretary Michael Gove calling for a freeze on wine duty. According to the letter signed by 14 of the WSTA English wine members, the tax burden is restricting growth and is damaging to rural communities. The English and Welsh wine industry are FXUUHQWO\ UHDSLQJ WKH EHQHČ´WV RI WKH UHFRUG heatwave this summer which has provided near-perfect grape growing conditions. In the last ten years the area of planted vines has more than doubled with a record-breaking one million vines planted in each of the last two years and even more due in 2018. But the celebrations surrounding a bumper harvest are set to be overshadowed by bad news from the Chancellor next month if he goes ahead with planned 3.4% duty rise LQ OLQH ZLWK LQČľDWLRQ 7KDQNV WR WKLV \HDUȇV SOHQWLIXO KDUYHVW WKH Chancellor is already set to receive an extra ERRVW LQ 7UHDVXU\ FRÎ?HUV ZKHQ WKH vintage goes on sale. %ULWDLQȇV ELJJHVW ZLQH SURGXFHUV ZDQW WR understand why the Government insists on taxing what we do best most heavily. Miles Beale, chief executive of the Wine and Spirit Trade Association said: “English wine is a great British success story and we are now proudly producing top quality wines which are ULYDOOLQJ WKH EHVW Č´]] IURP DURXQG WKH ZRUOG 2018 has so far been a vintage year for EngOLVK YLQH\DUGV ZKR DUH UHDSLQJ WKH EHQHČ´WV RI WKH UHFRUG KHDWZDYH 7KH NQRFN RQ HÎ?HFW RI near perfect growing conditions in the UK has led to high quality generous grape bunches and many vineyards have experienced their earliest harvests ever. With the good weather continuing into October our English wine makers are reporting a bumper harvest.

But the Chancellor is planning to take WKH Č´]] RXW (QJOLVK ZLQH PDNHUV VXFFHVV E\ adding to its already high tax bill this year, hampering the industry's ability to grow, invest export and create “ Chris White, CEO of Denbies Wine Estate in Surrey, said: “This action is necessary in order to support the current demand for English wine and the growth of the industry. A duty freeze would also stimulate further our opportunity for export. We would like to see the Government adopt a model employed in all other EU countries where the lower duty rate has helped support the growth of their wine industry.â€? Simon Robinson, chairman of Hattingley Valley in Hampshire said: “The English and Welsh wine industry is a bright spot of the 8. HFRQRP\ ZKLFK LV VHW WR ČľRXULVK VR long as the Government provides a stable and supportive environment. Growth in WKH LQGXVWU\ ZLOO SURYLGH VLJQLČ´FDQW UXUDO employment and development as well as VLJQLČ´FDQWO\ XQGHUSLQQLQJ GHYHORSPHQWV LQ tourism. Increasing duty on our products is not helpful, especially when one considers the considerable additional revenue which will accrue to Government from increased employment in the industry.â€? In November last year the Chancellor delivered a welcome freeze to alcohol duty leading to an extra ÂŁ380 million windfall from alcohol duty, between February and July, an increase of 6% on the same period last year. Duty is currently so high that 55% of an average priced bottle of wine sold in UK shops and supermarkets is now taken by the

Luxury Bed & Breakfast - 11 - October 2018

Treasury in tax and VAT. A further 3.4% duty rise would add another 7p on a bottle of still wine, 9p on a bottle of sparkling. The UK alcohol industry is one of the most heavily taxed in Europe. The current ChanFHOORUȇV KDUVK GXW\ SROLF\ LV D VWDUN FRQWUDVW to how other countries treat their vineyards and wine makers. Around two thirds of the wine made in England and Wales is sparkling wine which attracts the most duty, at £2.77 on a bottle RI ȴ]] 8. FRQVXPHUV SD\ e IRU D ERWWOH of still wine. In France, where the wine industry is heavily supported, consumers pay the equivalent of just 7p a bottle on duty for sparkling and 3p for still. In the EU only Ireland, with no domestic wine industry, has a higher rate of excise duty on sparkling wine. Outside the EU in New Zealand they pay less than half the duty at £1.10per bottle of still or sparkling wine. English sparkling wine has been gaining international recognition over the past few years, leading to a trophy cabinet bursting with awards and attracting Champagne houses, such as Taittinger and Pommery, to invest in English vineyards. The latest data shows last year consumers drank 35% more English sparkling wine than they did in 2013. There are more than 500 Vineyards in England and Wales and around 150 wineries currently producing almost 6m bottles of wine a year.

- In Depth / Bed & Breakfast Association Comment -

Is “luxury� a fixture, or an experience? This is Luxury B&B Magazine – but what does “luxury� mean? We tend to think its obvious, but it can be in the eye of the beholder - what a “millennial� may look for as a treat is quite different to what previous generations defined as “luxury�. In a nutshell, it’s no longer so much swags, gold leaf and chandeliers, but more “special experiences�. David Weston Chairman of the Bed & Breakfast Association, reports.

I

Q D SUHYLRXV DJH ČŠOX[XU\Č‹ ZDV DOPRVW SDUW RI WKH Č´[WXUHV DQG Č´WWLQJV Č‚ D PDUEOH FROXPQ D VLON EURFDGH SHOPHW D VLOYHU GRPH RYHU \RXU IRRG %XW QRZ LW FRXOG EH DOO DERXW WKH LQGLYLGXDOLW\ RI WKH

experience: in NY restaurateur Danny Meyer’s IDPRXV GHČ´QLWLRQ RI KRVSLWDOLW\ LW LV ČŠKRZ LW PDNHV \RX IHHOČ‹ 7KDW LV IDQWDVWLF QHZV IRU \RX DV WKH RZQHU RI D % % JXHVWKRXVH RU VPDOO KRWHO Č‚ EHFDXVH ZKLOH \RX PD\ QRW KDYH PDUEOH FROXPQV \RX FDQ PDNH \RXU KRVSLWDOLW\ H[SHULHQFH XQIRUJHWWDEOH 2XU ČŠ863Č‹ LV RXU LQGLYLGXDOLW\ Č‚ DQG ZH VKRXOG PDNH WKH PRVW RI LW EHFDXVH LWȇV VRPHWKLQJ WKH ELJ EUDQGHG KRWHO FKDLQV FDQQRW PDWFK 6R PDNH WKH PRVW RI \RXU VWURQJHVW VHOOLQJ SRLQW E\ JLYLQJ DQ LQGLYLGXDO OHYHO RI VHUYLFH WKDW QR FKDLQ FRXOG PDWFK )ROORZ WKH DZDUG ZLQQLQJ % % RZQHUV ZKR VD\ LW LV DOO DERXW DWWHQWLRQ WR HYHU\ GHWDLO WR PDNH \RXU JXHVWȇV VWD\ D VSHFLDO RQH 3HRSOH ZLOO EH OHVV LPSUHVVHG QRZDGD\V E\ JROG PRQRJUDPV RQ WRZHOV Č‚ EXW WKH\ ZLOO DOZD\V EH LPSUHVVHG E\ SOHQW\ RI ODUJH FOHDQ ČľXÎ?\ ZDUP DQG GU\ WRZHOV ΖQGHHG ȆJHQHURVLW\ȇ LV QRZ RIWHQ SHUFHLYHG WR EH PRUH OX[XULRXV WKDQ H[SHQVLYHQHVV RU UDULW\ $ ODUJH VRIW FRPIRUWDEOH VRID PD\ ZLQ RXW RYHU D JLOGHG /RXLV ;Ζ9 FKDLU :HȇYH VHHQ WKLV WUHQG DV KXVKHG WHPSOHV WR ČŠ0LFKHOLQČ‹ FXLVLQH KDYH ORVW IDYRXU DQG HYHQ H[SHQVLYH UHVWDXUDQWV KDYH GLVSHQVHG ZLWK VWDUFKHG WDEOHFORWKV Č‚ DQG LQ WKH SRSXODULW\ RI WKH ČŠVKDEE\ FKLFČ‹ UHOD[HG LQIRUPDOLW\ RI WKH ČŠ3LJČ‹ KRWHOV IRU LQVWDQFH $V ΖȇYH VDLG KHUH EHIRUH ZKHQ Ζ PHHW DZDUG ZLQQLQJ % % RZQHUV DQG DVN WKHP WKH VHFUHWV RI WKHLU VXFFHVV WKH NH\ WKLQJV WKDW DOZD\V FRPH RXW DUH SDVVLRQ DOPRVW WR WKH SRLQW RI REVHVVLRQ VRPHWLPHV SHUIHFWLRQLVP DWWHQWLRQ WR GHWDLO ZDQWLQJ WR JR EHLuxury Bed & Breakfast - 12 - October 2018

\RQG MXVW PHHWLQJ JXHVWVȇ H[SHFWDWLRQV Ȃ DQG D ZDUP ZHOFRPH DQG UHDO FDUH IRU JXHVWV LQ D ZRUG KRVSLWDOLW\ 1R JOREDO KRWHO EUDQG FDQ ULYDO WKDW

)LQDOO\ D UHPLQGHU WR FRPH DORQJ DQG VHH XV DW WKH ΖQGHSHQGHQW +RWHO 6KRZ DW 2O\PSLD LQ /RQGRQ RQ 7XHVGD\ RU :HGQHVGD\ 2FWREHU UHJLVWHU IUHH DW ZZZ LQGHSHQGHQWKRWHOVKRZ FR XN The Bed & Breakfast Association is the UK trade association for B&B, guest house and independent hotel owners, and exists to inform, support & represent owners. Membership costs £60 a year. The Association is a non-profit organization with no shareholders, dedicated solely to the interests of its members.

- In Depth / Bed & Breakfast Association Comment -

Luxury Bed & Breakfast - 13 - October 2018

- Feature / Technology -

Luxury Bed & Breakfast - 14 - October 2018

- Feature / Technology -

Installing a sound outdoor solution

If you offer space at your venue for outdoor entertainment or dining, you are likely to want to round off your facilities with an option to play music. Bill Lumley looks at the considerations B&B owners should make when choosing outdoor speakers.

S

peaker technology moves as fast as everything else. You’d be forgiven for suspecting that most modern DPSOLČ´HUV DUHQȇW HTXLSSHG ZLWK WUDditional audio jacks – rendering associated KL Č´ FRPSRQHQWV UHGXQGDQW IRU WKH VDPH UHDVRQ &'V ZHUH GHYHORSHG WR PDNH WKH consumer buy the products all over again. If you cast your mind back to our long, hot summer this year you’ll probably recall HYLGHQFH RI W\SLFDO %ULWLVK EHKDYLRXU ZKHQ WKH VXQ VKLQHV WKH SXEOLF ZDQW WR VSHQG most of their available time outside enjoyLQJ WKH ZDUP ZHDWKHU DQG ORQJHU HYHQLQJV )RU VRPH WKLV FRXOG LQYROYH Č´ULQJ XS WKH barbecue in the back garden, or for those ZKR GRQȇW KDYH VXÉ?FLHQW RXWVLGH VSDFH LW could mean sitting outside a restaurant or FDIÂŤ ZKLOVW HQMR\LQJ D PHDO RU KDYLQJ D IHZ GULQNV ZLWK IULHQGV Whatever your preference, one thing is IRU FHUWDLQ Č‚ WKH H[SHULHQFH LV ULFKHU ZKHQ DFFRPSDQLHG E\ VRPH GHFHQW PXVLF +RZHYHU ZKHQ LW FRPHV WR SOD\LQJ KLJK TXDOLW\ music outdoors, businesses such as inns DQG % %V ZLWK RXWGRRU VSDFHV PXVW PDNH some key considerations. First of all you have to consider ambient noise, Q Acoustics brand director Alex Munro tells Luxury Bed & Breakfast. “Music from RXWVLGH VSHDNHUV RIWHQ KDV WR Č´JKW ZLWK EXV\ roads, passers-by and multiple voices. This means you must ensure you are investing LQ DQ DXGLR VROXWLRQ WKDW RÎ?HUV FRQVLVWHQWO\ high performance and clarity,â€? he says. +RZHYHU KH FDXWLRQV WKDW DW WKH VDPH WLPH \RX FDQQRW DÎ?RUG HLWKHU WR GURZQ RXW WKH FRQYHUVDWLRQV EHWZHHQ \RXU JXHVWV RU GLVWXUE

DQ\ QHLJKERXULQJ EXLOGLQJV RU RÉ?FHV ΖQ DGGLWLRQ WKH VSHDNHUV ZLOO KDYH WR EH DEOH WR RSHUDWH LQ GLÎ?HUHQW W\SHV RI RIWHQ FKDOOHQJLQJ ZHDWKHU FRQGLWLRQV DQG FOLPDWHV ČŠ%ULWLVK ZHDWKHU LV H[WUHPHO\ WHPSHUDPHQWDO Č‚ RQH ZHHN WKHUH PD\ EH D KHDWZDYH DQG the next the country could be experiencing VXVWDLQHG UDLQIDOO DQG ZLQWHU FDQ EULQJ D FRPELQDWLRQ RI VQRZ DQG LFH VXFK DV ZH encountered early this year. As a result, it is important to ensure you have a speaker VROXWLRQ WKDW LV Č´W IRU SXUSRVH GHVSLWH ČľXFWXDWLQJ ZHDWKHU SDWWHUQV ČŠ VD\V 0XQUR Manufacturers have a responsibility to create outdoor speakers to combat these challenges, and it is important that they OLVWHQ WR IHHGEDFN IURP LQVWDOOHUV ZLWK VROLG H[SHULHQFH ZRUNLQJ RQ SURMHFWV DFURVV WKH hospitality sector, he says. For instance, Q Acoustics manufactures LQ FHLOLQJ DQG RXWGRRU ZHDWKHUSURRI VSHDNHUV WKDW KDYH EHHQ HTXDOLVHG DQG WKH IUHTXHQF\ VKDSHG VR WKDW WKH VSHDNHUV QRW only provide a large sound from the smallest possible enclosure size, but also don’t RYHUO\ LPSHGH YRFDO IUHTXHQFLHV ČŠ7KLV PHHWV UHTXLUHPHQWV VXFK WKDW WKH PXVLF FDQ EH SOD\HG DW D ORZ HQRXJK YROXPH ZLWKRXW GLVWXUELQJ FRQYHUVDWLRQ RU QHLJKERXUV ZKLOVW DOVR HQVXULQJ WKH VRXQG LWVHOI LV VWLOO RI D KLJK TXDOLW\ Č‹ KH VD\V “Furthermore, the speakers have been VSHFLČ´FDOO\ GHVLJQHG WR ZLWKVWDQG D ZLGH YDULHW\ RI ZHDWKHU FRQGLWLRQV Č‹ %\ ZD\ RI example, Q Acoustics has recently supplied install speakers to a number of outlets across Egypt including busy cities such as Cairo to holiday destinations such as Luxury Bed & Breakfast - 15 - October 2018

Hurghada. “Across the installations in Egypt ZH VXSSOLHG PDQ\ LQ FHLOLQJ EDFNJURXQG VSHDNHUV DV ZHOO DV ZHDWKHUSURRI RQ ZDOO speakers,â€? Munro says. 1DWXUDOO\ ZKHQ \RX FRQVLGHU WKH WHUP ȆZHDWKHUSURRIȇ \RX DVVXPH WKH VSHDNHUV FDQ FRQWLQXH WR RSHUDWH ZKHQ ZHW ZKLFK LV FHUWDLQO\ WKH FDVH %XW ZHDWKHU FRQGLWLRQV can vary dramatically, and a manufacturer PXVW EH FRQČ´GHQW WKH RSWLPXP SHUIRUPDQFH RI LWV VSHDNHUV ZLOO EH PDLQWDLQHG ZKHWKHU WKH\ DUH ORFDWHG LQ DQ DSUÂŞV VNL bar in the frozen Alps, or in a roadside FRÎ?HH VKRS RQ D KHFWLF PDLQ URDG LQ 5L\DGK FRQWLQXRXVO\ VXEMHFWHG WR KRVWLOH ZHDWKHU conditions and temperatures in excess of 35 degrees for several months a year. “One of the greatest joys of summer is listening to music in the sun, but there is a challenge for restaurants, bars and FDIHV WR Č´QG WKH ULJKW VSHDNHUV WR HQKDQFH the overall dining experience – especially WKRVH VLWXDWHG LQ KROLGD\ KRWVSRWV ZKHUH the speakers must perform perfectly for long hours in high temperatures,â€? he says. “Through constant research and developPHQW VSHFLDOLVW PDQXIDFWXUHUV DUH QRZ KHOSLQJ EXVLQHVV RZQHUV RSHUDWLQJ ZLWKLQ the hospitality sector to hit the right note ZLWK WKHLU FXVWRPHUV ČŠ He mentions the issues of outdoor VSHDNHUV LQ VXPPHU UDLVLQJ WKH TXHVWLRQ DV WR ZKDW WKH FKDOOHQJHV DUH WKDW DQ RXWGRRU VSHDNHU PXVW FRQIURQW GXULQJ D 8. ZLQWHU DQG ZKDW GLÎ?HUHQWLDWHV WKRVH GHVLJQHG IRU RXWGRRUV ZLWK WKRVH WKDW DUHQȇW" 0XQUR VD\V ČŠ)URP DQ DXGLR SHUVSHFWLYH WKHUH LV QRW PXFK GLÎ?HUHQFH EHWZHHQ VXP-

- Feature / Technology PHU DQG ZLQWHU 7KH XVHDEOH WHPSHUDWXUH range of the Q Install Weatherproof Series of products is -20 to +80 degrees Centigrade. 7KH GLÎ?HUHQFH EHWZHHQ LQGRRU DQG RXWGRRU VSHDNHUV LV WKH OHYHO WR ZKLFK PRLVWXUH SURRI WKH GHVLJQ LV 7KLV VWDUWV ZLWK WKH GLDSKUDJPV of the moving parts or drive-units. If they are mot moisture-proof and start to deteriorate WKHQ WKH VRXQG ZLOO FKDQJH 7KH QH[W NH\ component is the cabinetry.â€? Most indoor speakers have an MDF FDELQHW ZKLFK ZRXOG DWWUDFW PRLVWXUH DQG ultimately lose their integrity, he says. “Outdoor speakers are more often conVWUXFWHG XVLQJ SODVWLF PRXOGLQJV ZKLFK DUH ZDWHU SURRI DQG VHOI Č´QLVKHG VR WKHUH DUH no painted surfaces to degenerate. Ported speaker designs present a particular probOHP DQG RIWHQ WKH\ DUH VXSSOLHG ZLWK SRUW EXQJV ZKLFK PXVW EH LQVHUWHG ZKHQ XVHG outside. This can modify the performance EXW SUHYHQWV PRLVWXUH RU ZLOGOLIH LQJUHVV Č‹ Outdoor speakers tend to be more expensive than indoor speakers but DOPRVW DOZD\V LQFOXGH WKH EUDFNHWU\ IRU IL[LQJ WKHP ZKLFK FDQ EH DQ H[WUD FRVW ZLWK VSHDNHUV GHVLJQHG IRU VKHOI RU VWDQG mounting in the home, in some cases costing as much as the speakers themselves. 0HDQZKLOH VRPHWKLQJ WR ORRN RXW IRU is the IP (ingress protection) rating of the VSHDNHUV Ζ3 UDWLQJV SURYLGH D FODVVLČ´FDtion system for the protection of electrical enclosures. IPX4 for example is suitable for outdoor use, and the speakers and packagLQJ ZLOO EH PDUNHG ZLWK WKLV $ % % ZLOO RIWHQ KDYH D OLPLWHG EXGJHW \HW also consider the need outdoor speakers, for example to provide sound at outdoor events VXFK DV ZHGGLQJ UHFHSWLRQV 0XQUR FODLPV 4 Acoustics has a reputation for providing the best sonic performance and reliability in any

SDUWLFXODU SULFH FDWHJRU\ Ȋ2Q ZDOO VSHDNHUV LQ EODFN RU ZKLWH RU DQ RQ JURXQG VSHDNHU GLVJXLVHG DV D JDUGHQ URFN ZLOO SURYLGH JRRG background music coverage at a retail price of £200-250,� he says. 2QH RI WKH FRQFHUQV RI % % RZQHUV seeking to install outdoor speakers is the TXHVWLRQ RI WKH H[WHQW RI VSHFLDOLVW LQVWDOODWLRQ WKH\ PD\ UHTXLUH %XW 0XQUR SXWV LW PRUH VLPSO\ ȊΖI \RX FDQ LQVWDOO DQ RXWGRRU light, it is easier and safer to install an outdoor speaker. The cable and any conduit and junction boxes also need to be appropriate for outdoor use. The source ampliȴHU SRZHUHG IURP WKH PDLQV LV QRUPDOO\ installed indoors.� 2QH RI WKH EHQHȴWV RI LQGRRU VSHDNHUV LV WKDW WKH\ UHTXLUH QH[W WR QR PDLQWHQDQFH once they have been installed. A concern UHJDUGLQJ RXWGRRU VSHDNHUV LV ZKHWKHU WKH VDPH LVVXH DSSOLHV ΖQ IDFW 0XQUR VD\V Ȋ7KH\ VKRXOG UHTXLUH QR PDLQWHQDQFH 0RVW VSHDNHU PDNHUV SURYLGH D ȴYH \HDU ZDUUDQW\ IRU SDVVLYH RXWGRRU VSHDNHUV DQG you ought to be able to expect a product life-time of more than double this.� Something to look out for is that properties located very close to a beach should really have marine grade speakers installed LI WKH\ DUH JRLQJ WR EH H[SRVHG WR VDOW ZDWHU ODGHQ RQVKRUH ZLQGV KH DGGV Finally, the issue of maximizing sound LV VRPHWKLQJ WR EH DZDUH RI Ȋ0D[LPLVLQJ sound can be a real problem for neighERXULQJ SURSHUWLHV DQG ZHȇG DOZD\V UHFommend positioning the speakers to point EDFN DFURVV WKH RSHQ JDUGHQ DUHD WRZDUGV WKH EXLOGLQJ IURP ZKHUH WKH\ DUH FRQtrolled. Thick vegetation can help reduce XQZDQWHG QRLVH WUDQVPLVVLRQ DQG LWȇV EHVW WR DYRLG YHU\ ORZ EDVV WKDW FDQ FDUU\ RYHU long distances,� he says.

Luxury Bed & Breakfast - 16 - October 2018

“Mounting the speakers under roof eves or pergolas, out of direct sun and rainfall, is generally recommended. Having a easily accessible volume control in the outdoor space is essential so they can be adjusted ZKLOH \RX DUH DEOH WR KHDU WKHP $ WLPHU WR HQVXUH WKDW WKH\ DUH VZLWFKHG RÎ? RYHUQLJKW or at a particular time each night can also EHQHČ´W DOO SDUWLHV Č‹ KH FRQFOXGHV

WIRELESS SOUND 7KH HYROXWLRQ RI ZLUHOHVV WHFKQRORJ\ KDV meant the birth of the cable-free loudVSHDNHU +RZHYHU ZLUHG VSHDNHUV VWLOO JHQHUDOO\ RÎ?HU WKH PRVW GHSHQGDEOH DQG KLJKHVW TXDOLW\ VRXQG DV FRPSDUHG WR WKHLU ZLUHOHVV FRXQWHUSDUWV :LUHG VSHDNHUV DUH DOVR UDUHO\ DV DÎ?HFWHG E\ LQWHUIHUHQFH DV ZLUHOHVV VSHDNHUV DUH WKH\ ZLOO QHYHU EH DÎ?HFWHG E\ :L )L RXWDJHV DQG WKH\ DUH UHODWLYHO\ OHVV H[SHQVLYH LQ FRPSDULVRQ WR ZLUHOHVV VSHDNHU $QG RI FRXUVH ZLUHG VSHDNHUV GR QRW QHHG FKDUJLQJ HYHU\ IHZ KRXUV Perhaps most pertinently, the sound GHOLYHUHG E\ HYHQ WKH SULFLHVW ZLUHOHVV VSHDNHUV LV PRGHVW FRPSDUHG WR WKH ZLUHG VSHDNHUV XVHG WR Č´OO D VWDGLXP %XW WKHUH DUH EUDQGV WKDW QRZ SURGXFH ZLUHOHVV SDUW\ VSHDNHUV WKDW DUH OLJKW DQG SRZHUIXO HQRXJK WR PDNH WKH ZDOOV VKDNH For ambient sound Tuom makes a Bluetooth ZDWW VSHDNHU V\VWHP EXW ZLWK ZDWWV RI WKDW SURGXFHG E\ WKH VXEZRRIHU 7KLV LV XQOLNHly to have the capacity to excel outdoors. %\ FRQWUDVW 3\OH PDNHV ZLUHOHVV D SRZHUIXO SRUWDEOH %OXHWRRWK VSHDNHU ZLWK EDQJV out enough sound to entertain a sizeable party. If you have a maximum capacity for 20 guests, then the speaker’s audio needs are not the same as if you may sometimes accommodate 100 guests outdoors. For sizeable outdoor parties you may consider tailgate speakers. Contender for the ORXGHVW SRUWDEOH %OXHWRRWK EDWWHU\ SRZHUHG VSHDNHU DW ZDWWV LV WKH 6RXQGERNV ZKRVH PLOLWDU\ JUDGH EDWWHULHV RQO\ UHTXLUH charging every 40 hours. 6RXQG $SSHDOȇV %7 %ODVW 352 %OXHWRRWK ΖQGRRU 2XWGRRU ZHDWKHUSURRI VSHDNHUV PHDQZKLOH SXUSRUW WR KDYH WDNHQ D OHDS IRUZDUG LQ WHFKQRORJ\ FDSDEOH RI VWUHDPLQJ PXVLF XS WR IHHW DZD\ IURP \RXU DQGURLG iPhone or other Bluetooth enabled device and is ideal for a modest outdoor patio. There are numerous considerations to EHDU LQ PLQG ZKHQ EX\LQJ DQG LQVWDOOLQJ your outdoor speakers but technological advances and falling prices mean today you KDYH D ZLGHU FKRLFH WKDQ HYHU EHIRUH

- Feature / Technology -

Luxury Bed & Breakfast - 17 - October 2018

- Feature / % % 3URČ´OH -

The heart of Scotland Craigmhor Lodge & Courtyard is an award-winning guesthouse in Pitlochry, Perthshire in Scotland. Bill Lumley takes a peek inside the highly-acclaimed B&B that first opened two decades ago.

Luxury Bed & Breakfast - 18 - October 2018

- Feature / % % 3URČ´OH -

C

raigmhor Lodge & Courtyard privately owned by husband and wife team Calum and Jane MacLellan. The luxury % % RÎ?HUV PHWLFXORXV IRXU VWDU VWDQG ards that elevate guests’ ratings to outstanding. It has won numerous awards for its breakfast, most recently winning Breakfast Destination of the Year at the Scottish Food Awards. Both Jane’s and Calum’s families have both long been dedicated to the hospitality indus try, so it came as little surprise that the two of them have followed them into the trade. Jane tells Luxury Bed & Breakfast: “Our younger years were spent helping out at our family ho tels and guest houses and turning our hands to most roles from housekeeping & KP’ing to waiting and taking bookings – plus everything LQ EHWZHHQ Č‹ In 1998 the couple decided to take the plunge and buy Craigmhor Lodge. Jane says: “Back then it was a rather dilapidated lodge with a cottage in the grounds, and everything needed to be stripped back and completely

remodelled with new wiring, plumbing and heating – all the while trying to retain the beau WLIXO 9LFWRULDQ IHDWXUHV ZKHUHYHU SRVVLEOH Č‹ 7KH\ Č´UVW RSHQHG WKH JXHVWKRXVH WZR GHF ades ago in July 1998. “Following a successful Č´UVW \HDUV ZH GHFLGHG WR GHPROLVK WKH cottage and build the courtyard in its place ZLWK VWDWH RI WKH DUW OX[XU\ JXHVW URRPV Č‹ she says. 7KH &RXUW\DUG LWVHOI ZDV Č´QDOO\ RSHQHG LQ 0D\ DIWHU FRVWLQJ DQ H\H ZDWHULQJ e ΖW KDV KHQFHIRUWK EHHQ NQRZQ DV Craigmhor Lodge and Courtyard with the lodge the original Victorian building and the courtyard the external development that houses the primary guest accommodation. “When we bought Craigmhor Lodge in 1998 it consisted of the Victorian lodge and an ex WHUQDO / VKDSHG FRWWDJH ZLWK DGGLWLRQDO JXHVW accommodation. Our courtyard now stands in the footprint of where the cottage originally VWRRG Č‹ VKH VD\V As just about everybody running a luxury Luxury Bed & Breakfast - 19 - October 2018

- Feature / % % 3URČ´OH B&B knows, keeping everyone happy all the time in this business is nigh impossible. How ever, like many UK luxury B&Bs, Craigmhor Lodge & Courtyard’s reviews are overwhelm LQJO\ Č´YH VWDU UDWHG DQG RI WKHLUV DUH either ‘very good’ or ‘excellent’. One of the most common pieces of advice concerning best practice when it comes to online reviews whether good or bad is always to respond, but to do so proactively. Meeting the expectations of those guests, particularly those who post enquiries via review websites, FDQ EH WLUHVRPH DQG KXJHO\ WLPH FRQVXPLQJ Craigmhor Lodge & Courtyard rises to this challenge with impressive attention to detail. 6R MXVWLČ´DEO\ FRQČ´GHQW DUH WKH RZQHUV LQ WKH consistently high standard of their service WKDW WKH\ DUH DEOH WR RÎ?HU D IUDQN UHVSRQVH WR DOO WKHLU UHYLHZV QRWDEO\ RQH RI MXVW WZR RQH star reviews that compare in number with WKH RU VR H[FHOOHQW RQHV WKDW ZLOO RQO\ endear Calum and Jane to anyone reading through the reviews. ČŠ2I FRXUVH ZH FDQȇW SOHDVH RI RXU

guests all of the time and there have been very occasional less than perfect scores on reviews. We handle each of these instances individually and try to give a balanced and LPSDUWLDO UHVSRQVH Č‹ -DQH VD\V She contends that the delivery of such ZHOO DFFODLPHG KRVSLWDOLW\ LV PRVWO\ GRZQ to attention to detail. “Even before a guest arrives, we’re thinking ahead on how we can make their stay extra special. For instance, if WKH\ WHOO XV WKH\ DUH GDLU\ LQWROHUDQW ZH KDYH soya milk in their guest fridge for arrival or if they say they’re coming for a special occasion, D FDUG LV DOZD\V YHU\ ZHOO UHFHLYHG VKH VD\V “All the way throughout their stay, we have little touches, such as a DVD library for guests to borrow from, umbrellas they can use when LW LV UDLQLQJ DQG SDUDÉ?Q EXUQHUV IRU VHWWLQJ WKH VFHQH IRU D UHOD[LQJ EDWK Č‹ She adds: “We also like to be spontaneous and go that extra mile, for instance picking up JXHVWV IURP WKH WUDLQ VWDWLRQ RU Č´QGLQJ ZD\V to help make their stay more special. They also say the way to a person’s heart is through their

Luxury Bed & Breakfast - 20 - October 2018

stomach, and for this reason we pay a great deal of attention to our breakfasts. So much so, we have won awards in numerous years for Best Guest House Breakfast in Scotland. Our EUHDNIDVW RÎ?HULQJ LV H[WHQVLYH DQG IHDWXUHV locally sourced produce where possible, all of which is detailed on our menu with a prove QDQFH PDS Č‹ VKH VD\V Breakfast at Craigmhor Lodge & Courtyard is served in the recently refurbished, cosy and informal, sunny dining room which blends traditional and contemporary styles that en hance the Victorian features of the property. Jane says: “We work extremely hard to en sure every guest has a wonderful experience when they come to stay with us. We like to gauge how their stay is going by developing a friendly and relaxed rapport with our guests, without being intrusive. Checking in now and again with guests – over breakfast or when they arrive back in from their days’ adventure – keeps things on track and gives us oppor tunities to act upon feedback to enhance our JXHVWV VWD\V Č‹ VKH VD\V

- Feature / % % 3URČ´OH -

“With regards to encouraging reviews, guests are prompted at breakfast with a re minder on our menus to add a review of their star on TripAdvisor or Google. We also send D SRVW VWD\ HPDLO WR RXU JXHVWV WKDQNLQJ WKHP for their stay, reminding them to review us and also highlighting any relevant forthcom LQJ RÎ?HUV RU QHZV Č‹ 3URYLGLQJ D FRQVLVWHQWO\ ZHOO UHFHLYHG breakfast is an acquired skill. Jane and Calum KDYH D Č´UVW FODVV DSSURDFK WR VSHFWDFXODU GHOLYHU\ RI WKH Č´UVW PHDO RI WKH GD\ Jane explains: “Breakfast is our main con tact point with our guests and our chance to shine, so we do everything we can to make the experience an excellent one. ČŠ2XU EUHDNIDVW RÎ?HULQJ LV H[WHQVLYH FDWHU ing for most guest needs with an extensive EXÎ?HW ZKLFK ZH DGDSW VHDVRQDOO\ WR VXLW RXU market at that time. For instance, Northern Europeans tend to like to have meats and cheeses, the Italians like sweet pastries and cakes and so forth. We also always have glu WHQ IUHH EUHDG DQG PXÉ?QV DYDLODEOH IRU ZKDW seems to be a growing customer require PHQW Č‹ VKH VD\V

7KH &UDLJPKRUȇV EXÎ?HW LV DFFRPSDQLHG E\ the cooked menu, which is cooked fresh to order. Jane says: “None of our breakfast dish HV DUH SUH FRRNHG DQG DV VXFK ZH DUH DEOH to adapt any dish to cater for the majority of dietary requirements or allergies. Our dishes are simple but the quality of the produce shines through. Accompany this with metic ulous presentation on top quality crockery

" We also send a post-stay email to guests thanking them for their stay, reminding them to review us and also highlighting any relevant forthcoming offers or news.â€? ZDUPHG RI FRXUVH DQG ZH Č´QG RXU JXHVWV DUH WKRURXJKO\ GHOLJKWHG ZLWK WKHLU EUHDNIDVW Č‹ The dishes featured on the breakfast menu make use of the varied and wonderful local produce available on the property’s door step, she says. “Our local theme is carried through to our friendly waiting team of local ladies who are on hand to charm our guests Luxury Bed & Breakfast - 21 - October 2018

DQG SURYLGH Č´UVW KDQG ORFDO NQRZOHGJH DQG UHFRPPHQGDWLRQV RQ WKLQJV WR VHH DQG GR Č‹ she says. %HVLGHV WKH EXÎ?HW WDEOH WKH &UDLJPKRU EUHDNIDVW RÎ?HUV PDLQ FRXUVHV RI IUHH UDQJH poached eggs on wholemeal toast, boiled eggs with toasted soldiers, creamy scram bled eggs served on toast or a bagel, devilled mushrooms with wholemeal toast, or peat smoked buckie haddoch. :KHQ LW FRPHV WR SRDFKHG HJJV -DQH RÎ?HUV D WLS ČŠ2QO\ IUHVK HJJV ZLOO GR Č‹ Breakfast is the only meal the property’s restaurant serves. However, the Craigmhor /RGJH &RXUW\DUG RÎ?HUV SDFNHG OXQFKHV and hampers for dinners. Jane explains: “Our supper hampers were created to cater for guests who might be arriving late. They have however evolved over the years and we now Č´QG JXHVWV UHTXHVWLQJ WKHP IRU D SUH WKHDWUH snack or if they just want to cosy up and have a light meal in their room. “Our range includes a variety of options from homemade soups and freshly baked rolls to local smoked salmon, cream cheese and fruits. We have something to suit every

- Feature / % % 3URČ´OH palate and try to focus on dishes that can be served simply and easily and delivered from our kitchen across to the Courtyard with minimal fuss. “Our guests really do appreciate the option to make use of these hampers and they are UHODWLYHO\ SRSXODU ZLWK DSSUR[LPDWHO\ VROG per week in the summer season and 12 per ZHHN LQ WKH ZLQWHU PRQWKV Č‹ VKH DGGV &KHHUIXO DQG KHOSIXO VWDÎ? SURYLGLQJ helpful service are a core part of a luxury % %ȇV RÎ?HULQJ DQG HQVXULQJ D FRQVLVWHQF\ to such standards can take a long time to achieve reliably, although it helps being in an area where tourism is a prominent local form of business. For example among other attractions, Pitlochry is famous for its Festi val Theatre, a sophisticated venue draw LQJ PRUH WKDQ YLVLWRUV HDFK \HDU Perthshire itself is the geographic centre of Scotland and is one of the most beautiful parts of the country, with many lochs, glens, rivers and high hills. Jane says: “We’ve been in business for over \HDUV QRZ DQG DV VXFK ZHȇYH GHYHORSHG D ZRQGHUIXO WHDP RI ORFDO H[SHULHQFHG VWDÎ? Pitlochry, being a popular tourist location, has its fair share of hospitality businesses, and as such much of the workforce has had some experience in the trade. Our approach with our team is very hands on to start with and we are more like a family than colleagues. We always try to instil the desire to ‘wow’ our guests with excellent service, so much so that LW KDV EHFRPH VHFRQG QDWXUH Č‹ “Alongside our breakfast and waiting team DQG RXU KRXVHNHHSHUV ZH KDYH WZR IURQW RI KRXVH DVVLVWDQWV ZKR VXSSRUW -DQH ZLWK RÉ?FH and reception duties. ČŠ2XU VWDÎ? FHUWDLQO\ VHHP WR OLNH LW KHUH with many of them having worked here for a ORQJ WLPH Č‹ Consistency of standard when it comes to furnishings is certainly an important part of a luxury B&B that accommodate a high number of guests during the course of the \HDU 0DQ\ KLJK HQG JXHVWKRXVH RZQHUV FKRRVH RQO\ WR XVH WRS TXDOLW\ VXSSOLHUV IRU their furnishings. Jane says: “We start with a plan which is created in collaboration with Catherine Wilson of Revamp Design and then the items we need are sourced from Select Furnishings in East Kilbride, Coachhouse ΖQWHULRUV DQG 3DFLČ´F /LIHVW\OH “Smaller items and decorative touches are sourced though our sister business Taste Perthshire at Bankfoot (which we both own and Calum runs) which has a homewares

department and many contacts for wholesale interior ranges. “We use trusted local suppliers for making the plans a reality in terms of decorating, SOXPELQJ DQG VR IRUWK Č‹ VKH DGGV $SSUR[LPDWHO\ RI &UDLJPKRU /RGJH Courtyard’s bookings are direct. “This is com prised of repeat bookings, bookings by phone & email, through our website and through UHGHPSWLRQ RI JLIW YRXFKHUV Č‹ VD\V -DQH 6KH DGGV ČŠ$V ZH UHYHQXH PDQDJH RXU rooms, we do not always give OTAs all of our inventory on any given date. For instance, they are completely blocked out for weekend

Luxury Bed & Breakfast - 22 - October 2018

availability throughout the main season. We use OTAs to support our business in the TXLHWHU SHULRG VR ZH GR Č´QG WKDW WKH\ KDYH WKHLU XVH Č‹ Asked what the secrets are behind winning so many industry awards and achieving such consistently high standards of guest reviews, Jane says: “Listen to your customers and give them what they want. We have built our business on listening and responding to guest feedback. As a business we never stand still EXW FRQWLQXDOO\ HYROYH RXU RÎ?HULQJ WR GHOLJKW our guests. If you have happy guests and a EXVLQHVV WKDQ LV FRQWLQXDOO\ UH LQYHVWHG LQ \RX ZRQȇW JR IDU ZURQJ Č‹ )LQDOO\ VKH RÎ?HUV VRPH WLSV WKDW KDYH HYROYHG from the approach of her and her husband to the business that has proved so successful: “Research what others are doing. When time allows, go and stay at accommodation pro viders who inspire you. Learning from others who are doing a great job can really help you shape a business to be proud of. “We also research and keep up to date with industry trends through attending trade shows and reading industry magazines such as your own. “Fortunately, we seem to attract a more mature market at Craigmhor Lodge, many of which come to Pitlochry to visit the Festi YDO 7KHDWUH :H DOVR EHQHČ´W IURP D KLJK percentage of return visitors whom we know ZHOO Č‹ VKH DGGV Looking at the evidence of exceptionally high standards of accommodation, service not ot mention breakfast delivered by the guesthouse, this is last point is not surprising.

- Feature / % % 3URÈ´OH -

Luxury Bed & Breakfast - 23 - October 2018

- Feature / Glasswashing -

The Dirt On Glasswashing Dishwasher technology is improving, energy efficiency becoming ever more important and techniques to the deployment of machines in a busy hospitality environment forever on the rise. Bill Lumley talks to MaidaId Halcyon’s James Richardson and Winterhalter’s marketing development manager Paul Crowley for a snapshot of what is on offer and how to make the most of it

W

hat are the prime considerations of a guesthouse or independent hotel when it comes to buying a new glass washer: to ensure they get a clean glass every time, to achieve low maintenance UHTXLUHPHQWV RU HQHUJ\ HÉ?FLHQF\" James Richardson: Many of the decision criteria to be considered are the same for any type of glass or dish washing. Firstly customers need to identify what they need to clean and the time frame for the cleaning process, do they have a continual through put of product or are there peak times of activity? Do they need to have a machine with the capacity to deal with peak demands or can the site process

at a steady rate? What mix of glass product are they going to wash, traditional pint, tall designer, large wine bowls, or do they have a full cocktail menu with glassware to match? 'HSHQGLQJ RQ WKH PL[ DQG WKH PHQX RÎ?HUing they may require a machine with multiple cycle options or even specialist cycles such DV LQWHQVLYH F\FOHV IRU WKH PRUH GLÉ?FXOW products. Guidance may also be required on the avoidance of mixed product loads. Cocktail menus can present their own problems, with drinks that may rely on extra theatre ingredients such as fruit, sticks, stirrers and XPEUHOODV WKDW EXV\ EDU VWDÎ? PD\ QRW EH as vigilant as they should be in removing prior to putting in the glasswasher, then a machine with good surface scrap trays may be essential as available from Maidaid. Luxury Bed & Breakfast - 24 - October 2018

Other major considerations are the space and services available, such as water, is there VXÉ?FLHQW SUHVVXUH DQG ZLOO WKH PDFKLQH EH connected to a hot or cold supply and power are convenient for installation? The machine must be able to handle both the volume and the physical size of glasses they are looking to wash. If the establishPHQW LV XVLQJ H[SHQVLYH Č´QH GLQLQJ JODVVware a consideration maybe to use segmented baskets to prevent costly breakages. Paul Crowley: Winterhalter research asked operators if they could have anything they wanted, anything at all, what features would they build into their 'dream machine' warewasher? The answer covered four key areas: ease of

- Feature / Glasswashing operation, quality washing results, ease of maintenance, and low running costs. %DVHG RQ \RXU DQVZHU WR WKH Č´UVW TXHVtion, what do you provide that goes some ZD\ WR PHHWLQJ WKDW GHPDQG" +DYH \RX PRGLČ´HG \RXU SURGXFW GHYHORSPHQW WR DFFRPPRGDWH WKDW GHPDQG" ΖI VR KRZ" James Richardson: Maidaid supplies glasswashers to the market place through a network of countrywide distributors. Maidaid would always recommend seeking the advice of our distributors who will be able to specify the correct machine for your establishment. $V SDUW RI WKH RÎ?HULQJ ZH DOVR RÎ?HU IUHH site surveys to access sites individual needs, identify potential improvements of the current set up and ensure you will achieve the best results from your new glasswasher. The current Maidaid range provide some of WKH PRVW HQHUJ\ HÉ?FLHQW PRGHOV DYDLODEOH ZLWK a wide range of model sizes and accessories for the best washing and glass storage results. Paul Crowley: Winterhalter believes its new Total Care initiative represents a revolution in the way service and maintenance is delivered. New technology plays a major part: Winterhalter’s Connected Wash lets foodservice operators, and its service provider, monitor warewashers via the internet; it is helping minimise

costs and downtime, and maximise operatLQJ HÉ?FLHQF\ %XW 7RWDO &DUH LV DOVR DERXW D new way of thinking about service. It aims to minimise the ‘hidden costs’ of machine failure, such as extra labour, and the impact RI EUHDNGRZQ RQ VWDÎ? 7ULDOOLQJ WKH VFKHPH with one major high street operator saw call RXWV UHGXFHG E\ RYHU SOXV D VLJQLČ´FDQW reduction in their costs and an improvement LQ VWDÎ? PRUDOH What in your view are the main challenges when it comes to producing an energy HÉ?FLHQW PDFKLQH" James Richardson: The prime challenge faced when producing an energy efficient machine is reducing water and energy consumption whilst maintaining high levels of performance. Through years of research and product development Maidaid have achieved this throughout our range of machines. In fact We have achieved the impressive milestone of servicing the professional catering industry by supplying quality, cost-effective and energy efficient machines for over 40 years. The wealth of experience gained over the years has established the Maidaid range as leaders within the industry. Our machines have a long standing reputation for durability and reliability. A further challenge is one faced by all principal suppliers, the end user.

Luxury Bed & Breakfast - 25 - October 2018

A second challenge and one beyond the engineering control of any manufacturer is the processes employed by the end user. A machine used inappropriately can wipe out DQ\ HQHUJ\ HÉ?FLHQF\ WKDW KDV EHHQ GHVLJQHG into the equipment. Running a machine on repeated cycles when it is only part loaded or switching a machine on and leaving idle for many hours during the working day. Paul Crowley: Choosing energy saving equipment is one WKLQJ EXW \RX QHHG WR UXQ LW DV HÉ?FLHQWO\ DV possible. The right equipment and the right WUDLQLQJ ZLOO KHOS HQVXUH VWDÎ? DUH IROORZLQJ the best working practices. Incorrect operation will not only lead to breakdowns but will also mean the machine is not ZRUNLQJ DW SHDN HÉ?FLHQF\ ΖI WKH PDFKLQH has self-diagnostics, always respond to alerts instantly to keep it machine operating in the PRVW HQHUJ\ HÉ?FLHQW ZD\ Our Energy and Energy Plus machines recycle the energy from the machine’s steam and waste water, which would normally escape when the door is opened or waste water drained, to heat the incoming cold water. This helps cut energy usage but can also eliminate the need for additional extraction, improving the working environment. Are there any tips you can give to guesthouse owners on ensuring the glass is FOHDQ HYHU\ WLPH" ΖV WKHUH D WHFKQLTXH RU

- Feature / Glasswashing -

SDUWLFXODU W\SH RI GHWHUJHQW RU PDFKLQH" James Richardson: 0DLQWDLQLQJ \RXU PDFKLQH LV FUXFLDO %ORFNDJHV LQ Č´OWHUV ZDVK ULQVH DVVHPEOLHV ZLOO DÎ?HFW your results, making keeping your machine clean ever more important. All information on how to do this can be found in the user guide supplied with Maidaid Halcyon machines. Training should be given as part of the installation to ensure that the customer knows how to operate and maintain their machine correctly. Another major contributing factor that will help achieve this is the quality of chemical that you are using. Maidaid’s range of chemicals will clean your glassware effectively without leaving any residue on the products or machine. 3RRU TXDOLW\ ZDWHU ZLOO DÎ?HFW ZDVKLQJ results and in extreme cases can leave a residue on products and within the glasswasher; therefore it is vital that water is of good TXDOLW\ DQG VRIWHQHG HÎ?HFWLYHO\ There are a few further simple steps that you can take. These may seem simple but will go a long way in ensuring you get the best results from your glasswasher. Make sure you remove any lipstick marks manually. Discard any drink residues into the sink. Do not interrupt or shorten the wash cycle, this is vital as you can’t expect the best results if you not allowing the glasswasher to complete its functions fully. Renovating your glasses bi-monthly will help to ensure you get the best results, caustic detergents visually damage glasses. Renovating will help

to eliminate this. $QG Č´QDOO\ ZKHQ \RXU HVWDEOLVKPHQW introduces new glasses it is again extremely important to renovate the glasses before use. Your chemical supplier will be able to advise you further. Paul Crowley: Even the most careful manual clean or most effective self-cleaning programme will leave tiny mineral deposits in glasswashers. Over time these can grow and, as well as potentially damaging the unit, can lead to unpleasant odours. To combat this Winterhalter has developed a cleaning tablet, the A 15 MC, for use with its UC series of undercounter glasswashers. It gets rid of the deposits, leaves a clean, fresh fragrance, delivers a new level of hygienic cleaning and, by removing any trace of mineral deposits and limescale, extends the life of the machine. ΖV LW SRVVLEOH WR FUHDWH DQ HQHUJ\ HÉ?FLHQW and fast machine without compromising on the quality of the wash or the longeviW\ RI WKH JODVVHV" James Richardson: Maidaid Halcyon are actively studying new models to further enhance the range either by addition to or by replacing current models ZKHUH UHDO EHQHČ´WV DUH HYLGHQW 7KH QHZ models under test will if proven during trials reduce water consumption and therefore HQHUJ\ VDYLQJV ZLWK DGGLWLRQDO EHQHČ´WV RI improved wash performance by redesigned Luxury Bed & Breakfast - 26 - October 2018

wash and rinse systems and improved serviceability. One of the biggest model improvements on the near horizon is the reduction RI GLÎ?HUHQW FRPSRQHQWV DFURVV WKH UDQJH and in particular the control system. This has the advantage of reducing the number of GLÎ?HUHQW FRPSRQHQWV VHUYLFH HQJLQHHUV KDYH to carry on their vans and improve the ability WR DFKLHYH D Č´UVW WLPH Č´[ Trials including faster cycles and reduced water consumption have gone on to prove for effective results there is little can be done to further improve these elements. Maidaid now tends to concentrate on durability, serviceability and ease of use for the customer. Paul Crowley: Many operators are looking at the Pay Per :DVK 33: Č´QDQFLDO PRGHO DV D UHDO DOWHUQDtive to machine purchase. With PPW there’s no upfront cost for the machine - it’s provided free as part of the scheme - operators only pay as they wash. PPW also covers service and chemicals. This payment system is especially relevant in the current uncertain economic climate. In two or three years’ time, operators can decide whether to purchase their Winterhalter machine or continue with Pay Per Wash. Winterhalter provides a total solution for warewashing, from pre-sales advice to after-sales service, training and maintenance. Alongside its market-leading dish and glasswashers, the company’s range includes utensil washers, advanced water treatment machines, cleaning chemicals and detergents.

- Feature / % % 3URÈ´OH -

SUPPLIER OF THE YEAR HEAVY EQUIPMENT

WINNER

Specialists in warewashing

Everything from the smallest undercounter to the largest Q@BJ @MC k HFGS L@BGHMDR

Exclusively from Maidaid distributors For more information 0345 130 8070 maidaid.co.uk Luxury Bed & Breakfast - 30 - October 2018

- In Depth / Autumn occupancy -

Luxury Bed & Breakfast - 28 - October 2018

- In Depth / Autumn occupancy -

Optimising occupancy in autumn As the autumn season creeps in and the nights are getting darker, for a lot of B&Bs bookings can start to cool down just like the weather outside, so what can you do to optimise your bookings in the cooler climes?

i

Holly Alderson, Content Marketing Assistant at Out Of Eden.

t’s inevitable that particularly during the autumn season with the post-summer come-down and the pre-festivities period, B&Bs can face something of a booking drought. The children are no longer RÎ? IRU WKH VXPPHU VFKRRO KROLGD\V WKH ZDONer, rambler and tourist rush has quickly quietened down and the desire for a staycation has been washed away by our typical drizzly British weather. However, if you know how to digitally market yourself during this time, you could have a very successful season.

MASTER SOCIAL MEDIA Too often when we speak to our customers about how they market their business, there seems to be a general consensus, particularly with B&B owners, of a certain uneasiness when it comes to using social media platforms. The majority of the time, B&B owners are apprehensive about the ‘type’ of guest marketing via social media can attract, and so boycott Facebook, Instagram and Twitter altogether preferring traditional word-of-mouth and walk-in bookings. Not only that, those that do have social media very rarely maintain DQ DFWLYH EXVLQHVV SURČ´OH ZKLFK EHOLHYH LW RU not, can in fact discourage potential guests from booking in this digital age. If you too have trepidations when it comes WR VRFLDO PHGLD \RXȇUH GHČ´QLWHO\ QRW DORQH ΖQ 2016 it was reported that 62% of B&Bs have no social media presence whatsoever, while more than half of those that do very rarely post. Yet with 76% of travellers posting their holiday pictures and videos online, whether you are an advocate of digital marketing or not, your guests are still very likely to post about your property regardless, good or bad. Every great picture, post or review your guest shares about your business is essentially free publicity – and who doesn’t love a freebie! 8VH ΖQVWDJUDP DV D SODWIRUP WR VKRZ RÎ? SLFWXUHV RI WKH VPDOOHU Č´QHU GHWDLOV RI \RXU B&B and its location in the autumn; the cosy RSHQ Č´UH WKH IUHVKO\ EDNHG VHDVRQDO WUHDWV

or the local autumnal walks, to create a lovely, luxury feel and feed. The more time you WDNH WR FUHDWH DQ DWWUDFWLYH DFWLYH SURȴOH the more people will become invested in your content. Facebook, on the other hand, is a great platform to share local events, last minute room availability, great reviews and even personal achievements. Social media can certainly be daunting, but in this day and age it’s essential for staying ahead of the competition and taking control of your online presence. If you’re just starting out on social media, try to create a strategy, possibly posting just once or twice a week. Make the most of this free platform, especially during quieter seasons, and see the results FRPH ȾRRGLQJ LQ

TRY BLOGGING ABOUT YOUR BUSINESS In its most basic form, blogging is essentially a mix of articles and journal entries and, given Luxury Bed & Breakfast - 29 - October 2018

that B&Bs are renowned for their homely feel, can really help to provide a personal side to your business. Aside from the potential set-up cost, creating a blog platform is yet another free digital marketing tool you should absolutely utilise. As a local to the area, you will undoubtedly have a wealth of information that can be priceless for future guests when it comes to planning their visit, and what your % % KDV WR RÎ?HU Perhaps the best thing about having your own blog is the complete creative agency to discuss whatever you like (as long as it is somewhat related to your property!). From a weekend’s DIY VHVVLRQ WR WKH WRS Č´YH PXVW VHH DWWUDFWLRQV LQ your area, to the recipes for your legendary Victoria sponge – whatever it may be, people love having an insight of the ins and outs of running a business and seeing all the work that has gone into decorating, running and developing as a B&B in such a competitive market.

- In Depth / Conservation -

TIME FOR SOME TLC If you are experiencing a quieter period despite DOO \RXU HÎ?RUWV WKLV FDQ VRPHWLPHV EH D EOHVVing in disguise. Rather than taking time out of your day trying to obtain those last-minute halfprice bookings, really use this time to look after you and your property. Carry out the mainteQDQFH ZRUN \RXȇYH EHHQ SXWWLQJ RÎ? GXULQJ \RXU peak season (and blog about it, too!), refresh your rooms with some season-appropriate soft furnishings (and then take a nice picture for Instagram) and if you are in a position to, take some time for yourself. This way both you and your B&B will be more than ready for your next guests when bookings pick back up again. www.outofeden.co.uk T: 01768 372 939 E: sales@outofeden.co.uk OR FIND US AT: Facebook: @outofedencumbria Twitter: @outofedenuk Instagram: @outofedenuk

01768 372 939

sales@outofeden.co.uk www.outofeden.co.uk Luxury Bed & Breakfast - 30 - October 2018

- In Depth / Autumn occupancy -

Subscribe today! to receive the UK's best targeted and most informed news and expert advice for owners and managers of bed and breakfasts. ÂŁ65 UK - ÂŁ98 O/SEAS

Contact helen.richmond@jld-media.co.uk

www.facebook.com/luxurybbmag Luxury Bed & Breakfast - 31 - October 2018

Meeting guests’ Wi-Fi expectations Unreliable guest Wi-Fi can be as damaging to your business as a burned breakfast. Bill Lumley explores emerging Wi-Fi technology and tries out a mesh network to see how it can improve your guests’ broadband experience

Luxury L Lu Lux uxury ux urrryy B u Be Bed ed & B Br Breakfast rea eak e akkfa a fas fas fast ast - 32 32 - Oc October Oct O ccttob obe be b er 2 2018 018 0 01 18 1 8

- Feature / Technology -

M

ost Britons consider Wi-Fi an issue when staying away from home for leisure purposes, according to a study carried out by data networking company Linksys. The survey carried out this summer polled 2,000 UK consumers and found that Britons value a seamless Wi-Fi connection more than any other Europeans, especially when they take their kids. An overwhelming 82% of UK holidaymakers rate Wi-Fi availability as a priority when staying away from home compared with the proportion of the rest of Europe at 78.3%. Meanwhile more than 64% of UK residents have admitted they will strongly consider alternative accommodation if Wi-Fi is not available or easily accessible, with almost one LQ Č´YH VD\LQJ WKH\ ZRXOG FRQVLGHU LW D GHČ´QLWH deal-breaker. Unsurprisingly, those travelling with kids UHČľHFWHG D KLJKHU QHHG IRU DFFHVVLQJ :L )L on holiday compared with those on vacation without kids under the age of 18, at 77% versus 62%, respectively. The digital generation has an impact on their parents’ planning whether it’s in a hotel, campground or guesthouse, the survey revealed. When Europeans take a holiday in their own countries, they have the highest need for Wi-Fi at 77.3%, the survey found. The UK and France score higher at 80% while Germany and Netherlands score slightly lower at 75%. The survey concluded that even the availability and size of a mobile data plan is not enough for most people, regardless of whether they are at home or on holiday. Reporting on the survey results, Linksys said: “As we talk about being Zen and switchLQJ RÎ? ZKLOH WUDYHOLQJ DEURDG PRXWKZDWHULQJ VHOČ´HV VWLOO PDQDJH WR VQHDN their way in. Post it and leave it doesn’t work as you must keep watch of incoming likes. As it turns out, saying that you’re switchLQJ RÎ? GRHVQȇW DFWXDOO\ mean you’re switching RÎ? Č‚ DQG QRZ WKHUH LV data to support it.â€? The study found the number of holidaymakers in Europe choosing to EH FRPSOHWHO\ RÉžLQH GXULQJ WKHLU YDFDWLRQ Č‚ WDNLQJ

network and troubleshooting a diverse array of associated broadband issues.

MESH NETWORK

DV /LQNV\V SXWV LW D ȆGLJLWDO GHWR[ȇ Ȃ LV YHU\ VPDOO Connectivity is therefore clearly an essential aspect of a luxury guest house experience. The problem is that most Wi-Fi tech is hard to set-up and poorly designed, often with big and ugly antenna boxes. Everyday Wi-Fi tech is just not designed to ȴW WKH GHVLJQ DHVWKHWLF WKDW JXHVWV H[SHFW WKH survey concludes. Furthermore, guests expect to listen to their Spotify, upload pictures and videos on Instagram, video chat with family back home and conference call work. $V WKH VXUYH\ IURP /LQNV\V FRQȴUPV LI \RX want to ensure an all-round score of excellent in your guest reviews then you need to be certain that you are providing an uninterruptHG :L ȴ VHUYLFH You are equipped with professional experWLVH LQ \RXU ȴHOG RI SUDFWLFH KRVSLWDOLW\ ΖW LV just unfortunate that today you are likely to be judged as much by the extent of your exSHUWLVH ZKHQ LW FRPHV WR LPSOHPHQWLQJ D :L ȴ

Luxury Bed & Breakfast - 33 - October 2018

The traditional solution when a router’s signal weakened in certain parts of your property was to invest in a range extender and plug it in in a room further away, so the signal from the original source would then be passed on via the range extender. However, what is not commonly known is that the signal is reduced by 50% with each extender, meaning the coverage reach would be extended yet the signal ZRXOG EH VLJQLČ´FDQWO\ OHVV VWURQJ 2QH RI WKH PRVW HÎ?HFWLYH DQG HDVLO\ deployed solutions if you are experiencing an inadequate or patchy Wi-Fi service in your % % LV WR LQYHVW LQ D :L Č´ PHVK V\VWHP 7KH suppliers of such systems contend they result in a consistent and reliable Wi-Fi signal. Its extended reach and signal also helps to bypass WKH QHHG IRU D TXDOLČ´FDWLRQ LQ ERÉ?QU\ A key advantage of a mesh system as opposed to the transitional router is that it will cover all areas equally, meaning that the VLJQDO TXDOLW\ LV QRW DÎ?HFWHG DV DQG ZKHQ more rooms and guests make use of it. This should mean B&B owners are less subject to guests panicking in their inability to access their favourite website, send work documents or make phone calls via Wi-Fi. 7KHUH DUH D YDULHW\ RI SURYLGHUV RI :L Č´ mesh systems, among them Linksys, Google, Netgear and Zyyxel. The system we tried was Linksys Velop TriBand AC4400 Intelligent Whole Home Mesh Wi-Fi System. It works with Alexa, and purports to cover full-strength Wi-Fi across 4,000sq ft. We put the mesh system through its paces in two locations with building structures that would emulate a range of the kind of environment in which B&B owners would expect to deploy the system: a rural property known for poor broadband signal; and a six-bedroom, semi-rural property with outhouses some distance from the main building. It should be noted that this was not a comparative process, so we do not know how Linksys’ mesh system

- Feature / Technology performance compares with competitors.

TEST RESULTS 7KH Č´UVW SURSHUW\ LQ UXUDO 6XUUH\ ZDV LQVWDOOHG by an experienced IT system administrator, who reported back that every room in the GZHOOLQJ VXEVHTXHQWO\ KDG LWV Č´UVW H[SHULHQFH of high-speed broadband, thus ticking that particular box. The units moved on to the second property, where the tests were more complicated. The so-called superfast broadband at the property is delivered by a household-name domestic broadband service provider that boasts the highest download speeds in the UK and it does indeed deliver that speed to the router itself. However, experience over the months we have used it has shown us that by moving just a few feet from the router the speed drops, and that on connecting to the Wi-Fi from any of the four large upstairs bedrooms yields slow speeds RI EHWZHHQ DQG 0ESV QRW VXÉ?FLHQWO\ IDVW to meet the needs of many guests. The latest in a string of engineers to visit the property candidly informed us that the company invests in routers of such basic quality that it is to be expected their performance is poor, in a you-get-what-you-pay-for kind of way. In other words, our poor domestic Wi-Fi speed experience is not uncommon. I showed the engineer the still-boxed-up Linksys, and he expressed the view that this ZRXOG Č´[ WKH RQJRLQJ SUREOHPV WKDW ZH KDG been experiencing in our admittedly larger-than-average property. Here it was down to me to install the mesh system. A technophobe who calls on assistance to recharge my mobile phone, I ZDV UHOLHYHG WR Č´QG WKH /LQNV\V V\VWHP WR be a straightforward, consumer-friendly interface, and it was very easy to set up and use straight away, with neither lengthy manuals nor technical jargon. There was simply an easy set-up card with three simple and unambiguous instructions. A colleague downloaded the app to my phone before successfully testing the Wi-Fi in the bedroom at the far end of the house upstairs and then in the furthest outhouse. All areas within the property suddenly saw connections of over 100Mbps. The outhouse had never before even received broadband, let alone a signal this fast, with speeds of in excess of 100Mbps. The same went for the four upstairs bedrooms

and the annex. The ease of installation and subsequent use will probably prove to be a bonus to any B&B owners by reducing the rate of guests calling on them for assistance or, worse still, assuming there is no Wi-Fi and stilting their review accordingly. The system enables any changes to be made remotely via the Linksys app, which means that if any guests have problems there is no need to be physically in the guest room to troubleshoot and enable guest access. As soon as I launched the Linksys app on my phone it displayed both the internet status and the number of devices connected to the network. 7KHUH ZDV D EULHI SHULRG LQ WKH Č´UVW IHZ days when signal strength fell, a situation we were alerted to by a 13-year-old resident, and RQH Č´[HG LPPHGLDWHO\ E\ UHVHWWLQJ WKH 9HORS In addition, access to other settings was fast, such as guest access, device prioritisation and parental controls. These for example enable you to create schedules that prevent internet access to certain websites to any

Luxury Bed & Breakfast - 34 - October 2018

device connected to the network. As the manufacturer explained, owing to the fact that it is a mesh Wi-Fi rather than the router that pushes the signal out from a certain point in the property, it covers the entire area with equally high signal strength. This compares favourably to a router, where the further you move from it the weaker the signal. Linksys solves that issue with the mesh system, so the furthest rooms receive just as strong a signal as the location of the router. The units themselves look good as well, and we were actually tempted to conceal the router altogether, which suddenly looked ugly compared to the elegance of the white Velop box. You can mix and match the nodes, which according to Linksys is not possible with certain other mesh systems, with dual and tri band systems combined where necessary to enable you to have as much coverage as you need. For example, if you have a property with multiple rooms and outbuildings you can mix and match the nodes and if for instance you built an extension you would simply need to buy a new node rather than install a new system to increase the reach across your expanded B&B. In conclusion, the device exceeded our expectations at both properties. If it is speed, aesthetics and ease of use you are after then we can’t fault the Linksys.

"The ease of installation and subsequent use will probably prove to be a bonus to any B&B owners by reducing the rate of guests calling on them for assistance or, worse still, assuming there is no Wi-Fi and stilting their review accordingly." Bill Lumley

- Feature / Advice -

Luxury Bed & Breakfast - 36 - October 2018

- Feature / Advice -

The death (and re-birth) of the independent B&B

Many B&B owners have been watching their income diminish before their eyes as the online travel agents disrupt the comfort of the traditional hospitality marketplace. Yvonne Halling tells you how you can fight back.

HISTORY Since the rise of the internet, many bed and breakfasts have been in the dark when it comes to using it to their best advantage and have unwittingly become a ‘supplier of beds’ to OTA businesses. Let’s go back in time to see how this came about. Back in the good old days, before the internet arrived, we used to make a lovely home, keep it spotlessly clean, cook great breakfasts and enjoy chatting to strangers in our homes. :HȇG SD\ WKH ORFDO WRXULVW RÉ?FH WR EH included in their annual directories, and we’d hang a sign outside and wait for prospective guests to knock on the door or ring the phone We never made very much money, but the B&B wasn’t usually the main source of household income so we didn’t worry too much. Marketing was a word we hadn’t really heard of back then. Fast forward to 2018 and let’s take a look at how this scenario is pretty much dead. The internet opened up the travel market to the world. Prospective guests can now access accommodation from anywhere in the ZRUOG DW WKH WDS RI D Č´QJHU :LWKLQ PLQXWHV properties can be drooled over, reviews can be scrutinised, and prices can be compared. This has largely left the traditional B&B owner completely overwhelmed and illequipped. They have no idea how to use the internet to their advantage to get in front of prospective guests.

AND SO ENTER‌ The elephant in the room – the online travel agents.

With their siren call of the promise of more guests – lots more guests – owners saw the opportunity to dramatically increase the secondary household income and boom‌. Like lambs to the slaughter, with no real EXVLQHVV VNLOOV WKH\ ȾRFNHG LQ GURYHV WR OLVW their properties. And who can blame them?

STATS More than 2 million properties are listed on booking dot com, 4 million on Airbnb, and on Expedia, and with including brands like Hotels.com, VRBO, Home Away and recently bed and breakfast.com there are probably millions more. These companies rank among the biggest in the world, generating enormous amounts of revenue for themselves and their shareholders. Revenue in the online travel booking segment amounts to US$238.142m in 2018. Revenue is expected to show an annual growth rate (CAGR 2018-2022) of 8.0%, resulting in a market volume of US$323.54m by 2022. The market's largest segment is hotels, with a market volume of US$130,834m in 2018. (Source: Statista.com) Where does this money come from? Well largely from YOU, the accommodation owner and your guests. Let’s see how that happens by imagining a scenario: Joe books himself and his wife Marge into one of your rooms at your B&B, which costs £100 for the night. He does it through booking dot com. You pay the online travel Luxury Bed & Breakfast - 37 - October 2018

agent ÂŁ15 for Joe’s booking. Joe and Marge have a wonderful time celebrating their 40th wedding anniversary, and leave you a lovely UHYLHZ RQ %RRNLQJ GRW FRP DQG RÎ? WKH\ JR back to their daily lives. Now let’s track that ÂŁ15. In order for them to make the revenue they make, the OTAs now need to take a proportion of your money and give it to Google, in the form of paid advertising so they can buy up every keyword imaginable (search terms that people type into the search engine, LQ RWKHU ZRUGV VHDUFK *RRJOH WR Č´QG ZKDW they’re looking for) so that Google will put them at the top of page one every single time. Does that mean that the travel agents are performing another service for you? Not necessarily, because the truth is, they don’t care who makes a booking and for what property, as long as they make bookings via them. They’ll take your commission and put it to work for their business to get any bookings they can, anywhere in the world, and they pay Google to help them. But here’s the death knell for you: They’ve got control of Joe and Marge’s contact details, along with a gazillion other people. They won’t give them to you because they understand the power of owning the database (list of customers details) and you don’t. This means that you have to keep on paying them to get more and more bookings, because you have no way to capture your guests’ real details, build a relationship with them and have them coming back without using the OTAs. You’re working for them now. They own

- Feature / Advice -

you. And you’re in the global marketplace along with millions of other properties and \RX KDYH OLWWOH RU QR SRLQW RI GLÎ?HUHQWLDWLRQ so people are choosing you mostly on price. How low can you go?

OPPORTUNITIES Worried? You should be. And you didn’t see it coming? Come on. But wait. There is a solution. Here’s how you can be re-born as a busiQHVV RZQHU Č´UVW % % RZQHU VHFRQG DQG JHW RÎ? WKH WHDW RI WKH RQOLQH WUDYHO DJHQWV IRUHYHU and take back control of your income and your life. )LUVW \RX KDYH WR GLÎ?HUHQWLDWH \RXUVHOI That means deciding on who your ideal guest LV EDVHG RQ ZKHUH \RX DUH ZKDW \RX RÎ?HU and who you are. This means no longer taking anybody and everybody and metaphorically prostituting yourself on the online travel agents just to get bookings. Stop that, right now. It’s demeaning, and it diminishes your value. Once you’ve made a decision on who you’d most love to welcome and why, move to step two. Set up your website for those guests. Get really clear on the promise and communicate it to your ideal guests, writing words they understand. Stop talking about you, your awards and the features. Focus instead RQ WKH EHQHČ´WV WR \RXU ORYHO\ JXHVWV DQG

draw them in with your evocative language. Now deliver your promise exceptionally well, which you will do, because you’re doing it from your heart, not your fear and desperation anymore. Obtain your guest-details, no matter what FKDQQHO WKH\ XVHG WR Č´QG \RX WKH Č´UVW WLPH and begin to build a relationship with them that lasts forever, like your life depends on it, because it does. On average 20% of your guests will love you and stay in touch and come back. Let the other 80% go, and make that 20% as big as you can over time. Keep in touch as you would a friend, and ofIHU WKHP VSHFLČ´F UHDVRQV WR FRPH EDFN 'LWFK the monthly “newsletterâ€? thing with random VWXÎ? WKDW GRHVQȇW VSHDN WR DQ\RQH LQ SDUWLFXlar and start being really focussed on what your guests really want to come back for. Then, create lots of content in the form of blog posts, social media posts, videos and conversations that you can use to gain the attention of more lovely new guests and position yourself as the best source of information around. Take them into your world, and build relationships even before they’ve decided to book with you.

GOING FORWARD This is the recipe for your re-birth. The majority of owners won’t do it, because Luxury Bed & Breakfast - 38 - October 2018

even though their businesses are dying, they’re hanging on to the old ways for dear life, when the world has moved on. Guests want an emotional connection with you and what you know. That’s why they choose B&Bs over anonymous, sterile hotels. The online travel agents have turned you into a commodity, making everything about the transaction. The emotional, human connection is being lost in the sea of choice, much of it mediocre, and price discounting. Does it sound like a lot work? Well that’s because it is. But not the kind of work you’re currently doing. It’s mostly working on your mind and your attitude, so you can embrace the thinking patterns of a real business person to bring your dream back to life. It’s not too late. You can learn new skills, NHHS PRUH SURȴW IRU \RXUVHOI DQG KDYH IXQ again. The door is wide open for you. Just walk through it. Yvonne Halling is the creator of Bed and Breakfast Coach.com where since 2013 she helps B&B owners worldwide to add at least an extra 25% to their income in one season, reduce FRPPLVVLRQ ELOOV WR 27$V HQG FDVKȾRZ ZRUULHV of the low season and have more fun, through her proprietary system that gets results fast. She’s an international award-winning speaker, business coach and online marketer. www.bedandbreakfastcoach.com

- Feature / Advice -

16 – 17 O C T O B E R 2 018 O LY M P I A L O N D O N P R ES E N T E D BY

Insurance Brokers

THE BUSINESS EVENT FOR LUXURY & BOUTIQUE HOTELS DO BUSINESS

LEARN

E XPLO RE

CO N NEC T IN

With 300 innovative hotel suppliers

At 20 talks and workshops

The Hotel Room of The Future

The Meeting Space

Register for your complimentary pass now at Independenthotelshow.co.uk Luxury Bed & Breakfast - 39 - October 2018

- Feature / Insurance -

Luxury Bed & Breakfast - 40 - October 2018

- Feature / Insurance -

Insurance premiums under pressure

There are a good number of direct insurers that specialise in providing insurance policies for practitioners in the hospitality sector. They can provide you with your policy quickly and efficiently, and an online portal can help determine which one offers you the cheapest cover without you having to book an appointment with an intermediary to guide you through the process. Bill Lumley looks at associated considerations.

R

ight now insurance premiums are rising for residential properties, DQG WKHVH RI FRXUVH DÎ?HFW % %V Among the reasons for escalating prices is that a higher than normal rate of extreme weather claims were paid out earlier in the year arising from the snow and ice of ODVW ZLQWHU It is important to look closely at renewal WHUPV RÎ?HUHG E\ \RXU H[LVWLQJ LQVXUHU DQG WR shop around at every annual renewal, and it is ZRUWK FRQVLGHULQJ XVLQJ DQ LQVXUDQFH EURNHU ΖQVXUDQFH EURNHUV DUH DEOH WR GR WKLV RQ \RXU EHKDOI DQG DW QR H[WUD FRVW DQG DUH DEOH to identify pitfalls or shortcomings in any policy that might leave you exposed to risk in a FHUWDLQ W\SH RI HYHQW 7KH\ ZLOO SD\ SDUWLFXODU attention to any increase in premium cost and will have the perspective to assess whether switching to another insurance provider is a VHQVLEOH PRYH %URNHUV FDQ JLYH DGYLFH RQ QXPHURXV LVVXHV LQFOXGLQJ VXSSRUW LQ WKH HYHQW RI D FODLP As the agent of you the client, they represent \RXU LQWHUHVWV ΖI \RX DUH XQVXUH ZKHUH WR Č´QG D UHOLDEOH EURNHU DV JRRG D SODFH DV DQ\ LV WKH %ULWLVK ΖQVXUDQFH %URNHUV $VVRFLDWLRQ %Ζ%$ %Ζ%$ PHPEHUV SURYLGH DGYLFH JXLGDQFH DQG choice on a range of risk management servicHV DQG LQVXUDQFH SURGXFWV You are also protected if an insurance Č´UP LV XQDEOH RU OLNHO\ WR EH XQDEOH WR SD\ FODLPV DJDLQVW LW

INSURANCE PREMIUM TAX 7KH FRVW RI LQVXUDQFH SROLFLHV DOVR ULVHV periodically when the government of the day GHFLGHV WR XVH LQVXUDQFH SUHPLXP WD[ Ζ37 DV D FDVK FRZ 7KH WD[ ZDV Č´UVW LQWURGXFHG LQ WKH 8. LQ &KDQFHOORU .HQQHWK &ODUNHȇV %XGJHW ZKHQ LW ZDV VHW DW D VWDQGDUG UDWH RI ΖW ZDV WKHQ UDLVHG WR LQ WR LQ LQ LQ LQ DQG VLQFH -XQH WKH VWDQGDUG LQVXUDQFH SUHPLXP WD[ UDWH KDV VWRRG DW 7KH ODVW WKUHH ULVHV ZHUH EURXJKW LQ E\ IRUPHU &KDQFHOORU *HRUJH 2VERUQH $KHDG RI QH[W PRQWK V %XGJHW VWDWHPHQW 8. DFFRXQWDQWV DQG EXVLQHVV DGYLVRU 8+< +DFNHU <RXQJ FDOFXODWHG WKLV PRQWK WKDW WKDW Ζ37 \LHOGHG e EQ LQ WKH \HDU 7KH Č´UP VDLG ČŠ7KH JRYHUQPHQWȇV LQFRPH IURP ΖQVXUDQFH 3UHPLXP 7D[ LQFUHDVHG WR e EQ LQ XS RQ e EQ FROOHFWHG WKH SUHYLRXV \HDU Č‚ D IDU ELJJHU LPSDFW RQ EXVLQHVVHV DQG FRQVXPHUV WKDQ KDG EHHQ SUHGLFWHG E\ WKH JRYHUQPHQW Č‹ 7KH Č´UP ZHQW RQ WR DGG ČŠ7KH JRYHUQPHQW IRUHFDVW WKDW Ζ37 LQFUHDVH ZRXOG JHQHUDWH DQ H[WUD e P LQ WD[ UDLVHG +RZHYHU WKH DGGHG WD[ UDLVHG IURP EXVLQHVVHV DQG FRQVXPHUV ZDV e P ODVW \HDU Č‚ PRUH WKDQ WKH RULJLQDO SUHGLFWLRQ Č‹ 7KH QHHG WR WDNH RXW H[WUD LQVXUDQFH SROLFLHV FRPELQHG ZLWK WKH Ζ37 LQFUHDVH KDV OHG WR EXVLQHVVHV EHLQJ GRXEO\ DÎ?HFWHG 7KH Luxury Bed & Breakfast - 41 - October 2018

OLNHV RI HPSOR\HHVȇ OLDELOLW\ LQVXUDQFH DUH FRPSXOVRU\ IRU DQ\ FRPSDQ\ EXW HYHU HYROYing technology means that there are constant QHZ WKUHDWV EXVLQHVVHV QHHG WR SURWHFW WKHPVHOYHV DJDLQVW One strong growth area in the insurance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to protect themselves through increasing OHYHOV RI LQVXUDQFH Recent research has concluded that nine RXW RI WHQ EXVLQHVVHV LQ WKH 8. KDYH VRPH IRUP RI F\EHU LQVXUDQFH 5LFKDUG /OR\G :DUQH SDUWQHU DW 8+< +DFNHU <RXQJ VDLG Ȋ7KH 7UHDVXU\ LV EHQHȴWLQJ IURP WKH QHFHVVLW\ RI LQVXUDQFH E\ PRUH WKDQ WKH\ KDG RULJLQDOO\ H[SHFWHG Ȋ7KH IDFW LV WKDW EXVLQHVVHV DUH QRZ facing more threats than ever, all of which PXVW EH LQVXUHG DJDLQVW -XVW DV WKH ULVN RI D F\EHU DWWDFN KDV EDOORRQHG RYHU WKH ODVW IHZ years, new threats are likely to spring up in WKH IXWXUH ȋ

ON THE MARKET Welcome to "ON THE MARKET", the new section of Luxury Bed & Breakfast PDJD]LQH VSHFLȴFDOO\ GHVLJQHG WR VKRZFDVH WKH EHVW % %V IRU VDOH DFURVV WKH FRXQWU\ (DFK LVVXH ZH DLP WR KLJKOLJKW VRPH RI WKH ODWHVW DQG JUHDWHVW % %V FXUUHQWO\ DYDLODEOH ΖQ DGGLWLRQ WR WKLV RXU QHZ % % IRU VDOH VHFWLRQ LV DOVR XS DQG UXQQLQJ DW www.luxurybbmag.co.uk, which ZLOO KDYH IXUWKHU UHJXODUO\ XSGDWHG SURSHUWLHV IRU \RX WR YLHZ ΖI \RX ZRXOG OLNH WR UHFHLYH WKH ODWHVW SURSHUWLHV IRU VDOH VWUDLJKW WR \RXU LQER[ VLPSO\ KHDG RYHU WR www.luxurybbmag.co.uk DQG VLJQ XS WR RXU QHZ ZHHNO\ H QHZVOHWWHU IRU WKH ODWHVW QHZV IHDWXUHV DQG SURSHUWLHV IRU VDOH $OWHUQDWLYHO\ FRQWDFW RQH RI RXU VXEVFULSWLRQV WHDP RQ 01737 852 342 W ΖI \RX DUH ORRNLQJ IRU D % % IRU VDOH LQ \RXU ORFDO DUHD EXW FDQ W ȴQG ZKDW \RX UH ORRNLQJ IRU KHUH RU RQ RXU ZHEVLWH GURS WKH Luxury Bed & Breakfast WHDP DQ HPDLO ZLWK \RXU UHTXLUHPHQWV R DQG ZH FDQ JHW LQ FRQWDFW ZLWK RXU QHWZRUN RI HVWDWH DJHQWV WR VHH LI ZH FDQ ȴQG \RX \RXU QH[W GUHDP % %

LOOKING TO SE LL YOUR CURREN T B&B? WHY NOT CONTACT US ON 01737 852 342. WE WILL BE MORE THAN HAP PY TO DISCUSS AVAILABLE OPTIO NS WITH YOU.

K@=H@=J< @GMK= % >GJ K9D=

Km[[]kk^md :=< :J=9C>9KL ^Yeadq `ge] af C]fl ooo&k`]h`]j\`gmk]%^Yn]jk`Ye&[ge Luxury Bed & Breakfast - 42 - October 2018

# #@( % @ @ % !#@ %! @ @ ! @ # @ @% ' # @ !! ! @

@ :12,14/8@ @ 549-498@ @ :814-88@ 49-77:69154@ 5;-7@ @ :*21+@ @ 3625>-78@ 1)*1219>@ @ :814-88@ -/)2@ =6-48-8@ 5;-7@ ? 5<@ =+-88@ 57@ 2)138 ? & @$0-.9@ @ ++1,-49)2 )3)/-@ >@ :-898 ? @"-+:719>@ 54,191548 Running a B&B or guest house is hard work and ringing around for days on end getting insurance quotes can be hassle and stress you don’t really need. Hodgson Insurance Services are an independent family run insurance broker based in Bude, Cornwall. We have been insuring guest houses all over the UK for over 40 years and understand the needs and insurance requirements of the modern-day B&B owner. You won’t ever be dealing with a call centre, you will always be speaking ZLWK WKH VDPH RU WUDLQHG VWDÎ? PHPEHUV (YHU\ EXVLQHVV LV GLÎ?HUHQW VRPH RÎ?HU D IXOO EUHDNIDVW RWKHUV allow guests access to cooking facilities. Some provide an element RI KROLGD\ OHWWLQJ PD\EH XVH RI D KRW WXE VRPH HPSOR\ VWDÎ? :H take time to understand how you run your business, as independent brokers we don’t just use one insurer, we have access to a number of specialist guest house insurance schemes and will search the market

WR Č´QG WKH EHVW PDWFK for your business, so you don’t have to. We don’t just sell on price, we make sure the covers are adequate for your needs. All guest house schemes have GLÎ?HUHQW WHUPV VRPH require security on doors & windows, some don’t, some include full Theft By Guests and some RQO\ RÎ?HU WKHIW FRYHU by forcible or violent entry. What excess do you have to pay in the event of a claim? All policies vary!! A burst pipe causes water damages to rooms which you can’t now rent for 6 months, will the policy compensate you for lost business?? An insurance broker should always fully explain the main conditions of a policy to ensure it meets your requirements. As general insurance brokers we don’t just do guest house insurance, although hospitality is a large part of our operation and we can look at quotes for holiday homes, restaurants, public houses etc, we also insure many landlords, shopkeepers and private motor vehicles. For more information or advice on your insurance needs please contact our brokerage.

H PT ( S I :

Turn static files into dynamic content formats.

Create a flipbook
Issuu converts static files into: digital portfolios, online yearbooks, online catalogs, digital photo albums and more. Sign up and create your flipbook.