Spring 2009 Innkeeping Quarterly by Ingrid Thorson

Spring 2009 • Volume 3, Issue 2

innkeeping quarterly

smart reading for smart innkeeping

2009 Technology Guide for Innkeepers page 5

29 An Innkeeper’s Internet Toolkit

Keep up with new technologies

38 Creating a Signature Dish

What’s so special about these oatmeal-blueberry pancakes?

43 Economic Stimulus— A Small Business Strategy

Thriving in economic adversity

Professional Association of Innkeepers International

Spring 2009 • Volume 3, Issue 2

innkeeping quarterly

feature articles 29

An Innkeeper’s Internet Toolkit

Spring Cleaning for Professional Innkeepers

smart reading for smart innkeeping

departments 3

Key Notes

28 By The Numbers 38 Food Glorious Food 41 Industry News Beat 42 Innkeeper

2 Innkeeper

43 Marketing Matters 48 PAII News and

Information Center

cover story

52 Inn Sales

2009 Technology Guide for Innkeepers

Innkeeping Quarterly (IQ), is PAII’s quarterly periodical. PAII has been dedicated to fostering the knowledge and expertise of keepers of the inn for over 20 years. In line with this mission, each issue of IQ features members of the innkeeping community and covers topics that are important to those in the innkeeping industry: real estate, food, finances, customer relations, operations, marketing, and more. IQ: smart reading for smart innkeeping Professional Association of Innkeepers International www.paii.org • 800.468.PAII © 2009, Professional Association of Innkeepers International

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IQ smart reading for smart innkeeping

About IQ: IQ is published quarterly. Editorial comments and suggestions are welcomed. To contribute, please contact Ingrid Thorson, 856-310-1102, Ingrid@paii.org. Editorial Office: PAII, 207 White Horse Pike Haddon Heights, NJ 08035 IQ Staff: Contributing Editors: Isabel Abreu Tim Brady Mike Corwin John Felton Laura Middleton Ingrid Thorson Contributing Writers: Tim Brady Jeff Campbell Carol Edmondson Liza Simpson Scott Thomas Design: Imbue Creative Advertising Sales: Marlene Sapir PAII Staff: Jay Karen President and CEO Mike Corwin Director of Membership Michele McVay Director of Education & Events Isabel Abreu Membership Sales Coordinator Marty DeLuca Bookkeeper Laura Middleton Communications Coordinator Marlene Sapir Vendor Services & Sales Ingrid Thorson Marketing & Communications Manager

Key Notes E

very quarter PAII conducts a quick business survey, in which we ask innkeepers how the recent season turned out compared to the same season last year. For those who tell us their season was better than last year, we ask for reasons why. Inevitably, the reasons given every quarter have been changes to their marketing, revamped websites, effective word of mouth marketing and satisfied guests coming back. That all seems reasonable.

ences and adapting to those changes as best they can. They have diverse revenue streams that might sustain them when traditional business is down. They really care about being the best hosts they can be. They take time to recharge their batteries and their commitment to being great innkeepers. They stay connected to other innkeepers. They’re involved in innkeeper associations at national, state or local levels. They are the antithesis of the word “sedentary.”

When we ask innkeepers whose season was worse than the same season last year why they were down, the answers in 2008 were a terrible economy, high gas prices and bad weather in their area. Again, these seem to be reasonable answers.

This should not be taken as an admonition of those innkeepers who feel they are struggling. In good and bad times, there will always be businesses struggling, doing fine and doing well — even in today’s economy. I’m saying that it’s never too late to do some introspection and ask yourselves, “Am I doing anything differently than I did last year? Am I really committed to my guests? Have I learned anything new to improve my business?”

But it struck me one day that when innkeepers were successful, they claimed it was because of things they were doing. If business was down, it was due to something uncontrollable happening to them. It’s like when your kids brought home a report card from school — if there was a D on the report card, the response was probably, “I can’t believe she gave me a D in Algebra!” If there was an A, the response was likely, “I got an A in History!” See the difference? It’s never that black and white, is it? It is very possible that in this same economy, two inns in the same market could be realizing very different results. Why would one inn be up 8% over last year in revenue, and the inn down the street down 8%? I contend that your success or failure is much more within your control than you think. Many innkeepers have told me (almost embarrassingly) that 2008 was the best year they ever had. Some others tell me that their winter months have also been great. Is it pure luck they are doing well? Hardly. I’ll bet if you closely examine these businesses, you’ll notice innkeepers who are on top of their game. They’re paying attention to trends in consumer behaviors and prefer-

In that spirit and context, I hope you will learn something from this issue of IQ. I hope you will ask a fresh set of eyes to look at the quality and effectiveness of your website. I hope you will learn how to analyze where your business is coming from. I hope you will seek new markets for business. I hope you will find ways to connect with other innkeepers because you can learn something from every innkeeper with whom you come into contact. As retired innkeeper Dick Matthews told me this winter, “It’s dark outside right now. But if you crawl into a hole, it’s only going to be darker.” Take control of the fate of your innkeeping business. I know you can do it. How do I know you can do it? Because I see others doing it.

Jay Karen President & CEO

You need this! Like most independent hotel owners, you’re looking for ways to occupy more of your rooms—without occupying more of your time. Look no further. innRoad is the first, and only, hotel management solution that seamlessly integrates global distribution, bookings, operations and marketing all on a single, easy-to-use platform. Better, cheaper, safer, smarter than software. Because innRoad is web-based, you don’t have to install any CDs or download any software. Just log in to your account, and off you go. Manage your front desk and back office. Online bookings. Guest preferences. You name it. Your data is completely secure, backed up every day, and you can access it from anywhere, anytime. No “computer guy” required.

Visit www.innroad.com or call 866. 504.0632 for a demo and free 30-day trial— and follow your path to profits!

5 2009 Technology Guide for Innkeepers by Tim Brady

n today’s competitive marketplace, one of the most important investments innkeepers can make is in property management software and online reservation services. About This Report With so many choices, it is important to pick the software that matches the needs of you and your property. The Innkeepers Guide to Technology was developed to help innkeepers get the information they need to guide the decision making process. So, we crafted a questionnaire with the help of technologically advanced

innkeepers and invited 41 companies to participate. Thank you to the 22 companies that participated. The information regarding each company listed in this report comes directly from the company themselves. Except for some minor editing for consistency, the answers and descriptions are taken verbatim from the answers provided. But, as with all things in the world of technology — features, content and pricing change constantly. The editorial staff of Innkeeping Quarterly have not investigated the reputations or veracity of all this data, so we strongly

encourage you to contact the companies directly and your peer innkeepers for expanded details before making any final decisions. Property Management Systems One of the biggest and most costly investments in technology that an innkeeper is likely to make is in property management software. This critical piece of software, when properly set up and utilized, can make your job much easier. But making the decision from a long list of providers

spring 2009 • innkeeping quarterly

6 Vendor Basics Years In Business

21+ years

0–5 years

6–10 years 11–20 years

Number of Clients in B&B Industry

Total Number of Clients

7000+

BookingCenter

300

3,000

Compu-Books (Makers of Reservation 6.0)

450

Execu/Tech Systems, Inc.

405

Gracesoft — Easy Innkeeping

400

1200

iMagic Software

500+

4000+

Informed Solutions, Inc

150

InnReserve International

450

InnRoad

105

155

Company BedandBreakfast.com, RezOvation, Webervations

MSI NetBookings

Confidential

150

Reservation Nexus

500+

600+

RezStream

100

1500

Sark Technologies SuperINN.com

500

Software Support Systems, Inc

216

TCS Guest Tracker Software

400

1000+

50+

500+

OpenBook by Yellowstone Hotel Systems

waffl.com World Web Technologies Inc.

innkeeping quarterly • spring 2009

3000

Boxes with no answer denote company did not respond.

7 can be difficult. So whether you are still using a pencil and paper, are dissatisfied with your current property management solution or are just interested in what’s new out there — this article and the accompanying tables and charts will help you decide which program is the best fit for you and your inn. In this article we will discuss three types of vendors: Vendors that offer only property management services, vendors that offer online reservation systems, and finally vendors that offer integrated versions of both.

The Vendors One of the most challenging things when shopping for any technology product is trying to predict the longevity of the technology provider. After all, you are about to spend a sizable amount of money, and even more importantly, dedicate a significant amount of time with this product.

One of the most challenging things when shopping for any technology product is trying to predict the longevity of the technology provider. While it’s impossible to determine with certainty whether a vendor will still be around next year; there are some key factors that you can use in your decisionmaking to help gauge the likelihood that the vendor is in it for the long haul. Considerations like the number of years that the vendor has been in business, the size of the company and the number of clients (including those specifically in the bed-and-breakfast industry) that the vendor has, are good indicators of the vendor’s potential longevity. (See “Vendor Basics” on page 6.)

Hardware and Software The next set of major considerations involves how you’ll use the product and what type of hardware you may already have. Consider the type of computer that you have in place at your inn today. Is it a PC or a Mac? Do you have a server? Do you want to manage your inn on more than one computer? Do you need (or want) to be able to get access to your data while you are away from your inn? These are all important points to consider when selecting your vendor. Does the vendor offer cross platform support? After all, while you might have a PC or are running Windows today, you may decide to switch to a Mac next year. If so, be sure that the vendor you select offers software available in both formats. Today a popular trend is for applications to run over the Internet. In this scenario, you don’t install any software on your own computer, but instead access the

spring 2009 • innkeeping quarterly

8 software by going to a specific web address. This ensures cross-platform support (in most cases) and allows access from any internet connected computer with a web browser. Of course this also puts all of your data and software on someone else’s server, which certainly requires an even greater level of trust of the vendor you select. It also relies on a fast and stable internet connection. So if you are on dialup, or have intermittent internet issues at the inn, it’s probably not for you. If the application is something that you install locally at your inn, does it run

on your personal computer or would you need a server? Can more than one user access the application from more than one computer? If so, does that require a server? What are the system’s hardware requirements? Will your existing computer efficiently run the software that you select? (See “System Location” below and “Hardware Requirements” on page 9.)

Mobility We do like to get out once in a while, and occasionally spend some extended time away from the inn. (Like at the Innkeep-

System Location Company

PC @ Inn

Server @ Inn

Vendor Server

Web-Hosted

BedandBreakfast.com, RezOvation, Webervations

Yes

BookingCenter

Yes

Compu-Books (Makers of Reservation 6.0)

Yes

Execu/Tech Systems, Inc.

Yes

iMagic Software

Yes

Informed Solutions, Inc

Yes

InnReserve International

Yes

Software Support Systems, Inc

Yes

TCS Guest Tracker Software

Yes

waffl.com

Yes

World Web Technologies Inc.

Yes

Gracesoft — Easy Innkeeping

InnRoad MSI NetBookings OpenBook by Yellowstone Hotel Systems Reservation Nexus RezStream Sark Technologies SuperINN.com

Boxes with no answer denote company did not respond.

ing Conference & Trade Show for example!) So in this section we will address remote access. Can you access the software while you’re away from your inn? Is the access limited to “remote” access, meaning via a computer with a web browser, or is mobile access an option? Many tech savvy innkeepers are starting to jump on the mobile device craze. Web enabled phones like the iPhone or the Blackberry offer full web browsing experiences. Yet not all web accessible software can be run on these phones. If true mobile access is something you would find useful, be sure that the vendor provides support for your mobile device specifically. (See “Mobility” on page 10.)

Support and Warranty Speaking of support… a critical component of any software purchase is the support that’s available from your vendor. This support can be handled by e-mail, by phone or directly from within the software. In some cases the vendor may

9 Hardware Requirements Company

Operating System

Hardware Requirements for System

BedandBreakfast.com, RezOvation, Webervations

Windows and web-based

We have a variety of systems that can either be used online, or locally at the property. High-speed internet is recommended, and a modern PC for our distributed applications. (i.e. P4 or newer, 1GB RAM or more)

BookingCenter

Mac, Windows

Any modern Macintosh or Windows PC connected to the Internet. High-speed internet required for Web based PMS.

Compu-Books (Makers of Reservation 6.0)

Mac, Windows

Mac OSX 10.4 or higher, Windows XP or higher, internet with email account

Execu/Tech Systems, Inc.

Windows XP Pro, Vista Business

Windows 2003 Server (Active Directory) with Windows 2000/XP Professional/Vista Business Clients (2 or more users) with current service pack releases. Windows 2003 Terminal Server Edition with Windows CE/2000/XP Terminal Services or Citrix ‘thin’ client* workstations. Recommended for improved performance and/or multi-location networks. Network settings: TCP/IP only and 100 Base-T or faster networks with interconnection via quality Switches. Dedicated high speed internet access to the Execu/Tech HOTEL server and/or web server with a static IP address. Hardware: 1 GB Memory (Windows XP Professional), 2 GB Memory (Windows Vista). 128 MB Video Memory (Windows Vista). 2 GHz Pentium 4 Processor. 100 GB Hard Drive. 100 Base-T Network Adapter, Gigabit Preferred. UPS (uninterruptible power supply). Anti-virus and back up system required for maximum protection of your data files.

Gracesoft — Easy Innkeeping

Mac, Windows

Any internet enabled computer with a High-speed internet

iMagic Software

Windows

Informed Solutions, Inc

Mac, Windows

Power Mac G5 or greater Windows Pentium or greater

InnReserve International

Windows

Same as Windows

InnRoad

Windows, Internet Explorer, Mozilla Firefox, Safari

High speed internet, PC, laptop, or PDA

MSI

Windows

This is dependent on the product and or other factors you select.

NetBookings

Web based

Internet connection

OpenBook by Yellowstone Hotel Systems

Windows

Windows XP: 1 GB RAM, 20 GB hard disk space for database, internet connection

Reservation Nexus

Web based

Internet access

RezStream

Windows, Mac (using emulation software)

Pentium 4 or newer, 512 RAM or more, high speed internet (users of booking engine), Windows XP or Vista

Sark Technologies SuperINN.com

All

PC, Mac

Software Support Systems, Inc

Windows, run parallel on Mac

Single user requires one personal computer. Multi-user requires server and one PC per user. Up to 32 user licensing available.

TCS Guest Tracker Software

Windows Vista, XP Pro, Mac

1.2 GB processor, 512 MB memory, high speed internet

waffl.com

Web based

High speed internet, modern web browser

World Web Technologies Inc.

All

High speed internet recommended

spring 2009 • innkeeping quarterly

10 even be able to access your computer remotely to assist with troubleshooting. For the less tech savvy innkeeper this type of support may be desirable, however for the tech savvy innkeeper it can be a costly option. Some vendors offer different tiers of support, allowing you to balance the support you feel you will need with the cost. This is another area

where you will need to focus on your individual needs as an innkeeper, but certainly not an area in which to skimp. (See “Warranty Details” on page 12.)

Online Availability and Reservations All right, now it’s time to get into the nuts and bolts of the actual software. Here we’ll compare features and discuss why

Mobility Provide Remote Access to Innkeeper

System-Oriented Remote Access (vendor can remote in)

Innkeeper Access to System via Mobile Device

BedandBreakfast.com, RezOvation, Webervations

Yes

BookingCenter

Yes

Compu-Books (Makers of Reservation 6.0)

Yes

Execu/Tech Systems, Inc,

Yes

Gracesoft — Easy Innkeeping

Yes

iMagic Software

Yes

Informed Solutions, Inc

InnReserve International

Yes

InnRoad

Yes

MSI

Yes

NetBookings

Yes

OpenBook by Yellowstone Hotel Systems

Yes

Reservation Nexus

Yes

RezStream

Yes

Sark Technologies SuperINN.com

Yes

Software Support Systems, Inc

Yes

TCS Guest Tracker Software

Yes

waffl.com

Yes

World Web Technologies Inc.

Yes

Company

Boxes with no answer denote company did not respond.

innkeeping quarterly • spring 2009

they may be important to you. One feature important to many innkeepers is the ability to offer online availability and/or online reservations. Online availability is the ability to display rooms that are available on your own website. Online reservations are the ability for a guest to make a complete booking on your website. In some cases these features are fully integrated into the property management system, while in other cases the property management system may integrate with other availability or online booking software. If you do plan to offer access to online availability or offer online reservations, this integration is critical. If you are already offering online availability or reservations and are pleased with the vendor that you’re currently using you want to be certain to find a property management system that fully integrates with that vendor. However if you are not offering these options or are willing to change your online availability or booking provider, you may want to refer to the next section (page 18) which deals specifically with online availability and reservation services. We asked property management system vendors to identify all of the availability and reservations systems that they are fully integrated. (See “Availability & Reservations” on page 13.)

Email and Marketing Ease of corresponding with your guests is a key aspect of your property management system. The ability to send e-mails to your guests directly from the program is one of the core benefits of these applications. We asked each vendor three questions regarding their built-in e-mail capabilities. First, the marketing e-mail capability. Does the application support the bulk mailing of guests directly or with a third-party provider such as ConstantContact. Second, custom e-mail capability: does the applica-

11 tion support customized e-mails including custom field names (for example, can email be addressed specifically to an individual and include information about their upcoming or past stay, custom fields, etc.). Finally, we asked about auto responder email capability. An auto responder is an automated series or sequence of e-mails which is triggered in response to a certain action. For example when a guest books and you enter the booking into your property management system, this could trigger an automated personalized series of e-mails at specific times and dates before and after their stay. In a small Inn, these may be less critical, as you may enjoy sending personal messages to your guests. But in a larger property, or for those who don’t enjoy writing, an auto responder is an excellent way to keep in touch and add an extra level of communication with your

When considering the accounting features of the property management program think about the way that you currently handle your accounting and how it could perhaps be improved. guests. (See “Email Marketing & Custom Email Capability” on page 14.)

Accounting My least favorite part of innkeeping is the accounting. This is compounded when I have to enter financial transactions in more than one piece of software. Several property management systems integrate

with popular accounting programs such as QuickBooks. Others include built in accounting applications which may be adequate for a small property. Finally some property management systems even go so far as to integrate with a credit card payment gateway, which allows you to process deposits or other credit card transactions directly from the property management program. When considering the accounting features of the property management program think about the way that you currently handle your accounting and how it could perhaps be improved. The property management software may be an opportunity to improve this aspect of your innkeeping life as well. As a side note, when considering any vendor that offers integrated credit card processing, be sure that they are certified or authorized

spring 2009 • innkeeping quarterly

12 by one of the major credit card issuers, i.e. MasterCard or Visa. The integrity of your customer data is ultimately your responsibility — don’t let your customers personal data be compromised. (See “Ac-

counting & Compatibility” on page 15 and “Credit Card Details” on page 16.)

Guest Information One of the most significant functions of

property management software is tracking your guests. This can range from basic guest information like name, address, phone number etc. to detailed information like what you served them for

Warranty Details Company

Warranty/ Guarantee

Details

BedandBreakfast.com, RezOvation, Webervations

Yes

90 day full money-back, and a 2X annual ROI guarantee — if you don’t make 2X back on your investment at a minimum, the next year is free.

BookingCenter

Yes

See Website

Compu-Books (Makers of Reservation 6.0)

Execu/Tech Systems, Inc.

Yes

1. Licensee believes the System is accurate and reliable and Licensor is responsible for correcting any program errors in the original System for a period of one year from the delivery of the System. 2. Except as provided herein, there are no other warranties expressed or implied, including any warranties providing for the fitness of the System for any particular purpose.

Gracesoft — Easy Innkeeping

Yes

Free Demos are provided. Setup and upfront costs are non-refundable. No contracts on usage, the system can be cancelled at any given time. No yearly contracts.

iMagic Software

Yes

Includes free updates for a year. This includes any bugs found and additional features.

Informed Solutions, Inc

We provide a full demo. Once purchase is made we provide support but do not provide refunds

InnReserve International

Yes

Support for the standard product is provided at no charge.

InnRoad

Yes

MSI

MSI provides no specific warranty on software, please review Terms & Conditions as well as our support agreement on website

NetBookings

Yes

90 day money back guarantee

OpenBook by Yellowstone Hotel Systems

Yes

Reservation Nexus

Yes

If during any given calendar year you do not receive more in after-hour bookings (10 PM to 8 AM) than what you pay for your Classic Edition of Reservation Nexus, THE NEXT YEAR IS FREE. During any calendar month, where you don’t capture any online reservations out in the future, that month your Classic Edition is free, even if you paid yearly.

RezStream

Yes

30 day money back return policy, minus $25 fee

Sark Technologies SuperINN.com

Software Support Systems, Inc

Yes

TCS Guest Tracker Software

Yes

waffl.com

World Web Technologies Inc.

Yes

Email and telephone support included in price and all WebRezPro clients can upgrade to the newest version of software at any time at no extra cost.

innkeeping quarterly • spring 2009 Boxes with no answer denote company did not respond.

Availability & Reservations Company BedandBreakfast.com, RezOvation, Webervations

Online Availability Integrated If yes, which vendors:

Online Reservations Integrated If yes, which vendors:

Yes

We integrate with BedandBreakfast. com, Expedia, hotels.com, Kayak, Sidestep, Nextag, the GDS, Webervations, a number of affiliate sites

Yes

We integrate with BedandBreakfast. com, Expedia, hotels.com, Kayak, Sidestep, Nextag, the GDS, Webervations, a number of affiliate sites

BookingCenter

Yes

The booking engine shows online availability and automatically accepts secure online reservations via your own website. Also integrated with Webervations.

Yes

The BookingCenter Global Booking Network connects to over 3,000 popular travel portals, including Expedia, Orbitz, Travelocity and all the major Global Distribution Systems (GDS). It automatically synchronizes local reservations with reservations received through your website and the distribution network.

Compu-Books (Makers of Reservation 6.0)

Yes

Availability Online, Webervations Vol.1

Yes

Availability Online, Webervations Vol 1

Execu/Tech Systems, Inc.

Yes

Gracesoft — Easy Innkeeping

Yes

Integrates with its own online reservations and online availability software.

Yes

Integrates with its own online reservations and online availability software.

iMagic Software

Yes

Availability Online, Webervations

Yes

Availability Online, Webervations, SuperOop

Informed Solutions, Inc

Yes

Webervations

InnReserve International

Yes

Webervations

InnRoad

Yes

Online availability and the property management system are all one in the same program for real time integration. InnRoad also offers two real time GDS integration.

Yes

Real time two way integration with all GDS channels are controlled within the InnRoad Hotel management System software

MSI

Yes

MSI integrates with several industry standard partners, and we provide our own solution via Web-Booking Engine.

Yes

MSI integrates with several industry standard partners, and we provide our own solution via Web-Booking Engine.

NetBookings

Yes

NetBookings, Availability, and Reservations also integrate with RezOvation, Guest Tracker, RezStream, GuestAll

Yes

NetBookings

OpenBook by Yellowstone Hotel Systems

Yes

We provide real-time room inventory availability fully integrated from the hotel property management system to the website. Any price or inventory availability change is immediately published to the website.

Yes

Our online booking system, OpenBookASP integrates and updates real-time any bookings with the OpenBook PMS. We also support connections from our PMS to Expedia and its host of travel portals. We will also be offering connections from other vendor PMS systems to our online booking system and Expedia.

Reservation Nexus

Yes

Reservation Nexus is an all in one system

Yes

Reservation Nexus is an all in one system

RezStream

Yes

Availability Online, Webervations, NetBookings, Innres, Intopia, InnLink, RezStream booking engine

Yes

InnLink, Webervations, RezStream booking engine

Sark Technologies SuperINN.com

Yes

Software Support Systems, Inc

Yes

Availability Online, Webervations, Outdoor Frontier

TCS Guest Tracker Software

Yes

Webervations, Availability Online, Synxis, Travel Click

Yes

Webervations, Availability Online, Synxis, Travel Click

waffl.com

World Web Technologies Inc.

Yes

TravelClick, Unirez/Pegasus, Expedia Quick Connect, Synxis, Magnuson

Email Marketing & Custom Email Capability Email Marketing Capability

Provided

Not Provided

Custom Email Capability

Provided

Not Provided

No Answer

breakfast or where they went for dinner. Perhaps you already have guests data stored in a different format; maybe a different property management system, or simply in an existing Excel spreadsheet. If thatâ&#x20AC;&#x2122;s the case getting that data into your new property management system will be critical. If you have existing data, be certain to talk to your candidate vendor(s) about getting that data into the new system. In some cases an import function is built right into the property management system in others this is an option or service offered by the vendor. Do you have a restaurant or gift shop? Or perhaps you just sell packages or add-ons to stay. If tracking these specialty types of transactions (such as item inventory or package sales) is important you, be sure that your property management system supports them. Gift certificates are another area that you want to pay close attention to in your property management software. Unfortunately this is one area that is often neglected, but extremely important. innkeeping quarterly â&#x20AC;˘ spring 2009

15 While all property management systems track some level of guest history, the ability to customize fields to your liking may also be something of interest to you. Custom fields allow you to store more specialized information about your guests. Having this data can help to truly personalize their experience especially when they come back and you remember their favorite breakfast, or their kids’ names. Of course as you begin to

store all of this great information, you also want to consider the ability to export this information. Export is important for both safekeeping and also for use in other applications like Excel or Word. (See “Guest Information” on page 17.)

Reporting As a computer geek one of my favorite parts of property management software are the reports. Once you’ve been using

your system for some time you’ll be able to generate reports on every aspect of your business. Each vendor handles the reporting component of their software somewhat differently. All of the vendors offer a set of standardized reporting tools. Some also allow for customization of the reports. So if you’re an analytical person like me, you’ll want to be sure that you have some flexibility in customizing the reports, perhaps even the ability to create

Accounting & Compatibility Accounting Management

Accounting Package Compatibility Quickbooks Other (please specify)

BedandBreakfast.com, RezOvation, Webervations

Yes

We integrate fully with Quickbooks for accounting and credit card processing.

BookingCenter

Yes

Quickbooks, Peach Tree, MYOB, Excel

Compu-Books (Makers of Reservation 6.0)

Yes

MYOB for Mac and Windows

Execu/Tech Systems, Inc.

Yes

Quickbooks Pro, Sage/ Mas90, DataPlus

Gracesoft — Easy Innkeeping

Yes

Can export to any accounting package based on a Excel or XML export option

iMagic Software

Yes

Any supporting standard csv files

Informed Solutions, Inc

Yes

Quicken

InnReserve International

Can export to Excel for data transfer

InnRoad

Yes

Peach Tree, Mas90, Great Plains

MSI

Yes

In progress

NetBookings

OpenBook by Yellowstone Hotel Systems

Yes

Reservation Nexus

Yes

Through Authorize.net and Quickbooks integration product coming soon

RezStream

Yes

Sark Technologies SuperINN.com

Yes

Accounting does not automatically upload into Quickbooks, but it will change the way you need Quickbooks and limit data entry to Quickbooks.

Software Support Systems, Inc

Yes

InnKontrol can export accounting data to any format

TCS Guest Tracker Software

Yes

Any Back Office Accounting can import csv, Excel files

waffl.com

Yes

World Web Technologies Inc.

Yes

Full built-in accounting system

Company

Boxes with no answer denote company did not respond.

16 Credit Card Details Company

Info Security/Purging

List Compatible Merchant Processors

BedandBreakfast.com, RezOvation, Webervations

Yes

Intuit Merchant Services, PAI

BookingCenter

Yes

All

Compu-Books (Makers of Reservation 6.0)

Yes

Any merchant account with an internet payment gateway

Execu/Tech Systems, Inc.

Yes

We interface to all Shift 4 certified processors. Visit www. shift4.com for a complete list.

Gracesoft — Easy Innkeeping

Yes

Authorize.net

iMagic Software

InnReserve International

InnRoad

Yes

Pay Pros Inc. Gateway service available to each Credit Card Processor that is requested.

MSI

Yes

All SDC Partners. CC Direct: FHMS, FDMS, Visanet partners (call for specific listing)

NetBookings

Yes

OpenBook by Yellowstone Hotel Systems

Yes

Heartland Payment Systems, Verisign, Authorize.net

Reservation Nexus

Yes

All

RezStream

Yes

Authorize.net, Merchant Partners, Payment Processing and support for any merchant account provider who can process on Vital or Global networks

Sark Technologies SuperINN.com

Yes

Software Support Systems, Inc

Yes

TCS Guest Tracker Software

Yes

All

waffl.com

World Web Technologies Inc.

Yes

Shift4, Authorize.net, Blue Pay

Informed Solutions, Inc

Boxes with no answer denote company did not respond.

innkeeping quarterly • spring 2009

your own in a 3rd party reporting application, like Crystal Reports. At a bare minimum, you will certainly want a selection of reports for revenue, occupancy, taxes and perhaps inventory or dining (depending on your particular property). Detailed guest reporting, such as demographic searches, can also be very valuable. Wouldn’t it be nice to be able to create a specific mailing list for a targeted demographic? (See “Reporting” on page 18.)

Price Finally there’s the all-important detail of the price. How much does the software cost? Are there recurring fees? Do you own the software or is it a subscription? Is training included? How about support? There are many aspects to the total price of a property management system. Be sure to consider all aspects of cost when making your decision and get a clear picture of how much this application will actually cost you overall, both upfront and on an ongoing basis. Summary Having been a database consultant for the past 10 years, the first question that I ask a database client is “what type of information do you want to get out of your new system?” This is the baseline of what type of data needs to be able to go in to the system. If you ask yourself this question about your Inn’s property management system and the answer is “my guests’ names and phone numbers” than a simple straightforward solution, even perhaps just a simple Excel spreadsheet, may be the right choice for you. However if your answer is “I’d like to know all of the guests that stayed with me last winter more than one night, ate at my restaurant and bought something from my gift shop” or something like it, then certainly a more complex property management system would suit you best. (continued on page 18)

Guest Information Guest History Tracking

Guest Demographic Search

Gifts/Misc Inventory Tracking

Gift Certificate Mgmt

Custom Fields Available If yes, number and type:

Import/ Export Tools

BedandBreakfast.com, RezOvation, Webervations

Yes

Many: unlimited source of business, referral, inventory, etc. 12 text or textbox fields for customers and reservations (i.e. vegetarian, allergies, special service, and more)

Yes

BookingCenter

Yes

System labels in the PMS and Booking Engine. Complete Booking Engine customization available via XML

Yes

Compu-Books (Makers of Reservation 6.0)

Yes

3 user defined fields on Guest record. 3 user defined fields on Reservation record

Yes

Execu/Tech Systems, Inc.

Yes

Optional

Yes

Gracesoft — Easy Innkeeping

Yes

6 Fields in Guest. 7 Fields in Reservations data. All fields have labels that are customizable

Yes

iMagic Software

Yes

Up to 10, various types.

Yes

Informed Solutions, Inc

Yes

InnReserve International

Yes

Based on MS Access the InnReserve application is totally customizable

Yes

InnRoad

Yes

Tax Levels, Task and notes lists, market and referral, post type, Guest Profile

Yes

MSI

Yes

Check box, drop down lists, text, numeric, mandatory, encrypted

Yes

NetBookings

Yes

Optional

Yes

Several: packages, add-on Point of Sale items, Deposit and Cancellation Policies, customizable marketing and special needs questions added to the reservation process, email

Yes

OpenBook by Yellowstone Hotel Systems

Yes

Optional

Yes

Extended stay, Group stay, Point of sale, Packages, Promotions, Cancellation rates, Cancellation policies, Key documentation

Yes

Reservation Nexus

Yes

RezStream

Yes

Multiple fields for custom data entry. Minimum of 6 invoice fields, 4 custom note fields, ability to customize numerous check flag boxes, major category tabs, etc.

Yes

Sark Technologies SuperINN.com

Yes

Anything from custom emails, reports, transaction types to graphics

Yes

Software Support Systems, Inc

Yes

100 per primary table, all types supported but most common requests are text, numeric, graphics

Yes

TCS Guest Tracker Software

Yes

6: 3 entry, and 3 pick list types

Yes

waffl.com

Yes

World Web Technologies Inc.

Yes

Optional

Yes

Fully customizable

Yes

Company

18 Luckily there are quite a few vendors out there offering a variety of property management systems tailored to suit almost every innkeepers needs. Hopefully this article was helpful to you in narrowing the field. From here, visit the vendor’s websites. Look for demo versions of their software or online demonstrations. Call them, ask the questions you’ve read and formulated here and be certain that you’re satisfied with the answers.

The PAII forums are also a great resource for questions and shared experiences from other innkeepers. Purchasing a property management system is perhaps one of the largest investments of time and energy that you will make in technology for your Inn. But the payoff is also one of the greatest. Take your time, do your research and implement carefully; and I promise that you will never look back to paper and pencil.

Reporting Standardized Reporting Tools

Customizable Reporting Tools

Tax Tracking/ Reporting

BedandBreakfast.com, RezOvation, Webervations

Yes

BookingCenter

Yes

Compu-Books (Makers of Reservation 6.0)

Yes

Execu/Tech Systems, Inc.

Yes

Gracesoft — Easy Innkeeping

Yes

iMagic Software

Yes

Informed Solutions, Inc

Yes

InnReserve International

Yes

InnRoad

Yes

MSI

Yes

NetBookings

Yes

OpenBook by Yellowstone Hotel Systems

Yes

Reservation Nexus

Yes

RezStream

Yes

Sark Technologies SuperINN.com

Yes

Software Support Systems, Inc

Yes

TCS Guest Tracker Software

Yes

waffl.com

Yes

World Web Technologies Inc.

Yes

Company

Boxes with no answer denote company did not respond.

innkeeping quarterly • spring 2009

Online Reservations and Availability Systems In the previous section we talked about property management systems, which are primarily systems for managing guests, accounting information, inventory, etc. These systems often will integrate with online reservation and availability systems and some even offer their own. However, there are also many vendors who offer just the online reservation and availability functionality. In some cases an inn may only want to add the online aspect, as they may be perfectly content with whatever property management system that they have in place. In this section we will examine these online systems and discuss the questions you should be asking yourself and your vendor before making a selection.

Vendors As with property management systems the size and scale of the vendor certainly comes into play. While these vendors will not be storing guest data they will be tasked with the responsibility of ensuring

Years in Business Online Reservation and Availability Systems

16–20 years

0–5 years

11–15 years 6–10 years

20 you receive reservations or reservation requests made using their services. Therefore the history and likely longevity of the company is certainly an important detail to consider.

Real Time vs Requests The first question you will need to consider is whether you plan to offer simply access to see the availability of rooms at your inn, to make requests for reservations at your inn, or to make complete bookings via the Internet at your inn. The advantages and disadvantages of each of these configurations could certainly become an article of its own (check the PAII forums), so we won’t be discussing that here. Our focus will be on the companies offering these services and which services they provide. There are two primary options available in the online booking world: Reservation requests and real-time reservations. With a reservation request your online form is completed and submitted to you for approval. This allows you to review the reservation, or even to contact the guest prior to approving the booking and entering it into your property management system. With the real-time reservation a guest is guaranteed a room and is automatically entered into your property management system at the time of booking. Many online booking systems offer a choice between these two options or offer configurations corresponding to someplace in the middle. This is a workflow issue. You will need to consider how the various methods of taking reservations work together. If every reservation is taken in the same system, real time booking will most likely work. However, if you take some reservations on index cards, others on the computer and then occasionally update your availability on a calendar, you probably want to consider reservation requests, to avoid overbookinnkeeping quarterly • spring 2009

ing. Keep in mind, with the combination of a property management system and an online booking system many of the complications are eliminated and the process becomes more streamlined. (See “RealTime & Request” below).

Integration If you intend to integrate your availability and online booking system which are property management system then there is no more critical aspect of this article than this chart. If you have an existing property management system or if you’re

considering purchasing one, you’ll want to be certain that the online reservation and availability system you select can be completely integrated with your property management system to avoid redundant data entry. This is especially important if you collect the deposit at the time of booking and intend for your online book ing system to process that accounting information through to your property management system. While this is difficult to completely quantify in a chart (and we suggest that you investigate this thoroughly with a potential vendor), we

Real Time & Request Real-time Reservation Capabilities

Reservation Request Capabilities

Availability Online

Yes

BedandBreakfast.com, RezOvation, Webervations

Yes

BookingCenter

Yes

Gracesoft — Easy Innkeeping

Yes

Innkeeper’s Advantage

Yes

InnRoad

Yes

Instant World Booking

Yes

NetBookings

Yes

OpenBook by Yellowstone Hotel Systems

Yes

Reservation Nexus

Yes

RezStream

Yes

Sark Technologies SuperINN.com

Yes

TCS Guest Tracker Software

Yes

waffl.com

Yes

World Web Technologies Inc.

Yes

Company

Compu-Books (Makers of Reservation 6.0)

MSI

Boxes with no answer denote company did not respond.

21 asked each vendor to list specifically what property management systems and their software was compatible with. Considering that these systems are solely for online interaction with your customer, browser compatibility is critical. It is difficult to predict what type of web browser your customer will be using when viewing your site or trying to book online. Therefore programming for a wide variety of browsers is important. At the very least the vendor should be completely compatible with the most popular web browsers today (Internet Explorer version 6 and 7, Mozilla Firefox version 2 and 3 and Opera). There are several ways that this webbased service will integrate with your own inn’s website. In some cases the reservation or availability will reside at a completely separate URL located on the provider’s server. In other instances the

Look for customizable forms and layout from your vendor to be able to control the look and feel of the form and even information that collected on the form when making a booking or reservation inquiry. application may run within your own website. In either case it is important that you can match the appearance look and feel of the online booking system to your existing website. (See “Integration & Browser Compatibility” on page 24.)

Availability Graphics One nice feature offered by some vendors

is the ability to have availability graphics by a room. This option allows you to display the availability of a specific room in a calendar format that can easily be embedded into that specific room’s webpage. This allows the guest to search for availability when they are browsing the rooms on your website.

Customizable Forms and Layout Most innkeepers have invested quite a bit of time, effort and money in their websites, with the intention of carefully crafting the user experience. Your reservation form and availability search functions should not ignore this. Look for customizable forms and layout from your vendor to be able to control the look and feel of the form and even information that collected on the form when making a booking or reservation inquiry. (continued on page 24)

spring 2009 • innkeeping quarterly

At-A-Glance: Property Management Systems Offers both PMS & Online Reservations

Years in Business

# of Employees

PC @ Inn

Server @ Inn

Vendor Server

BedandBreakfast. com, RezOvation, Webervations

Yes

BookingCenter

Yes

Compu-Books (Makers of Reservation 6.0)

Yes

Execu/Tech Systems, Inc.

Yes

Gracesoft — Easy Innkeeping

Yes

iMagic Software

Yes

Informed Solutions, Inc

Yes

InnReserve International

Yes

InnRoad

Yes

MSI

Yes

200

NetBookings

Yes

OpenBook by Yellowstone Hotel Systems

Yes

Reservation Nexus

Yes

RezStream

Yes

Sark Technologies SuperINN.com

Yes

Software Support Systems, Inc

Yes

TCS Guest Tracker Software

Yes

waffl.com

Yes

World Web Technologies Inc.

Yes

Company

WebHosted

Provide Remote Access to Innkeeper

SystemOriented Remote Access

Innkeeper Access to System via Mobile Device

Yes

System Location

Yes

Online Availability Integrated

Online Reservations Integrated

Marketing Email Capabilities

Custom Email Capability

Yes

Yes Yes

Yes

Yes Yes

Yes

At-A-Glance: Online Reservations & Availability Systems Offers both PMS & Online Reservations

Years in Business

Availability Online

BedandBreakfast.com, RezOvation, Webervations

Yes

BookingCenter

Yes

Compu-Books (Makers of Reservation 6.0)

Yes

Gracesoft — Easy Innkeeping

Yes

Innkeeper’s Advantage

InnRoad

Yes

Company

# of Clients in B&B Industry

Total # of Clients

Availability Calendar Graphics

Real-time Reservation Capabilities

Yes

7000+

Yes

300

3000

Yes

400

1200

Yes

Call for Info.

Yes

105

155

Yes

Instant World Booking

5000

8000

MSI

Yes

Many

3000

NetBookings

Yes

Confidential

Yes

OpenBook by Yellowstone Hotel Systems

Yes

150

Yes

Reservation Nexus

Yes

600

700

Yes

RezStream

Yes

100

1500

Yes

Sark Technologies SuperINN.com

Yes

500

Yes

TCS Guest Tracker Software

Yes

100

Yes

waffl.com

Yes

World Web Technologies Inc.

Yes

50+

500+

Yes

22 • innkeeping quarterly • spring 2009

Boxes with no answer denote company did not respond.

Auto Responder Email Capability

Accounting Management

Accounting Pkg. Compatibility (Quickbooks)

Integrated Credit Card Payment Gateway

Credit Card Info Security/ Purging

Guest History Tracking

Gifts/ Miscellaneous Inventory Tracking

Standardized Reporting Tools

Customizable Reporting Tools

Tax Tracking/ Reporting

Gift Certificate Management

Guest Demographic Search

Import/ Export Tools

Custom Fields Available

Warranty/ Guarantee

Yes

Optional

Yes

Optional

Yes

Optional

Yes

Yes No

Yes

No Yes

Yes

Optional

Yes

Boxes with no answer denote company did not respond. Reservation Request Capabilities

Customizable Forms and Layout

Website Integration

Package Management

Upsale Management

Coupon Code/ Discount Handling

Yes

Integrated Credit Card Payment Gateway

Secure Transaction Processing

Free Trial

Yes

spring 2009 • innkeeping quarterly • 23

24 Packages and Upselling Does your inn offer packages? Packages can be complex for an online booking system, after all there may be minimum requirements to qualify for the package. The package may be only available during certain times or in certain rooms etc.

Does the online booking system support these complex situations? If you do offer packages they are likely to be an excellent marketing or sales tool for your inn. Being able to promote them and book them online will only increase the value of this tool.

This leads us to several advanced features. Upsell management. This is the opportunity during an online booking or reservation request to prompt guests with options, additions or packages that may be available to them based upon their (continued on page 27)

Integration & Browser Compatibility Company:

Integration with Property Management Systems

Website Integration

Browser Compatibility

Availability Online

InnOvation, Compu-Reservations, MunsenWare’s GuestTracker, iMagic, RezStream, Guest Tracker–TCS Systems, RezOvation, InnKontrol, BookingBoard

Yes

All

BedandBreakfast.com, RezOvation, Webervations

Yes —17 different systems including: RezOvation, Booking Center, GuestTracker( Munsenware), GuestTracker(TCS), InnReserve, Innformed Manager, GuestAll, WinRoom, InnOvation, InnKontrol, MotelMax, Dabble, iMagic, CampGround Master, Compu Book’s Reservations, Logical Solutions, InnLine, RezStream

Yes

All

BookingCenter

Chose from 3 different BookingCenter Tools

Yes

All

Compu-Books (Makers of Reservation 6.0)

Gracesoft — Easy Innkeeping

Easy Innkeeping

Yes

Internet Explorer, Mozilla Firefox, Opera

Innkeeper’s Advantage

By request

Yes

Internet Explorer, Mozilla Firefox, Safari, Chrome, others.

InnRoad

InnRoad only

Yes

Internet Explorer, Mozilla, Firefox, Safari

Instant World Booking

List to be published later in 2009

Yes

Internet Explorer, Mozilla Firefox, etc.

MSI

NetBookings

RezOvation, Guest Tracker, RezStream, GuestAll

Yes

All

OpenBook by Yellowstone Hotel Systems

OpenBook Expedia Quick Connect Vendors

Yes

Internet Explorer, Mozilla Firefox, Safari

Reservation Nexus

Reservation Nexus is an all in one system

Yes

All

RezStream

RezStream Professional

Yes

All

Sark Technologies SuperINN.com

SuperINN.com is a complete property management system

Yes

All

TCS Guest Tracker Software

TCS Guest Tracker

Yes

Internet Explorer, Mozilla Firefox, etc.

waffl.com

Inncenter

Yes

Internet Explorer, Firefox

World Web Technologies Inc.

WebRezPro

Yes

Internet Explorer and Mozilla Firefox

innkeeping quarterly • spring 2009

Boxes with no answer denote company did not respond.

About the Participants Availability Online

Execu/Tech Systems, Inc

InnReserve International

Tom Lichtman 59-67 Merchants Row, PO Box 488 Rutland, VT 05702 Ph: 888-487-1456 www.availabilityonline.com

Brenda Johnson 535 Harrison Ave Panama City, FL 32401 Ph: 800-232-1626 ext. 4150 www.execu-tech.com

Jeffrey Benson 1475 Swedesford Rd Malvern, PA 19355 Ph: 610-202-4031 www.innreserve.com

Online reservations and room availability calendars for bed & breakfasts, inns and motels of all sizes. Save time and increase your online reservations at an affordable cost. No commissions or monthly fees.

Execu/Tech Systems is a technology development and integration firm specializing in complete hospitality solutions. With more than 25 years experience, we offer the knowledge, expertise, and responsiveness you should expect. We understand the hospitality industry and its unique demands.

Nicholas Sciurba 88 Springs Fireplace Rd Easthampton, New York 11937 Ph: 631-458-0057 www.innroad.com

RezOvation, Webervations John Banczak 700 Brazos St, Ste B700 Austin, TX 78701 Ph: 512-322-2721 www.RezOvation.com www.webervations.com RezOvation provides the B&B industry with affordable, award-winning integrated property management software, credit card processing, and booking engine capability, plus affordable websites that sell rooms. Webervations is the leading provider of affordable and effective online availability and reservation services.

Gracesoft — Easy Innkeeping Gideon Stanley PO Box 42237 Houston, TX 77242 Ph: 713-981-5300 www.easyinnkeeping.com GraceSoft.com is the provider of Easy Innkeeping Reservation and Property Management Software integrated with online bookings, designed for inns, hotels, resorts and condos. Gracesoft has been serving the hospitality industry for 10 years. Gracesoft products are easy to use and inexpensive.

iMagic Software BookingCenter Dan Arendt 14954 Coleman Valley Rd Occidental, CA 95465 Ph: 707-874-3922 www.bookingcenter.com BookingCenter offers desktop and web-based property management software for inns and B&Bs to manage daily operations. It can also be used to automatically synchronize with bookings via your own website, the Global Booking Network, and all major Global Distribution Systems (GDS).

Compu-Books (makers of Reservation 6.0) Linda Pitts 5451 N 79th Dr Glendale, AZ 85303 Ph: 623-217-2167 www.compu-reservations.com Publisher of reservation software for hotels, B&Bs and resorts.

Jon Walker 2/39 Milson St South Perth, WA 06141 Australia www.imagicsoftware.com Ph: +61 404 041 233

Informed Solutions, Inc Charles Miller 42 Loveland Road Brookline, MA 02445 Ph: 617-739-0306 www.informed-solutions.com

Innkeeper’s Advantage Cynthia Bachmann PO Box 15457 Pittsburgh, PA 15237 Ph: 1-877-999-3249 / 412-496-3541 www.innkeepersadvantage.com Innkeeper’s Advantage is a website content and reservation management tool that lets innkeepers control how they do business. There are no per-booking fees. We also offer services such as graphic design, technology modifications, SEO, hosting, email and support.

InnRoad

Our easy to use web-based property management system powers it all. Manage your inn on our revolutionary software and integrated web booking engine. And because it’s all on the web, there’s nothing to buy, install or maintain.

Instant World Booking Gary Galante 223 Wall St, Ste 370 New York, NY 11743-2060 Ph: 212-933-9450 www.instantworldbooking.com Instant World Booking provides online bookings for bed and breakfasts worldwide. We lead in services that increase the security and convenience of online reservations for both guests and lodgings. IWB now leads a network of over 100+ popular travel websites.

MSI Laura Kirby-Meck 7600 N 15th St, Ste 250 Phoenix, AZ 85020 Ph: 800-331-7890 www.MSIsolutions.com MSI has provided leading-edge integrated hospitality solutions for over two decades. Whether looking for property management, sales & catering or business intelligence, MSI delivers outstanding service, internet based tools, client-centric support to assist you in the most efficient use of technology for your business. Continues, next page…

spring 2009 • innkeeping quarterly

About the The Participants, Continued… NetBookings Mike Woods 8806 Fathom Crest Indianapolis, IN 46256 Ph: 866-826-6548 www.netbookings.com NetBookings offers you the choice between online real time bookings and online reservation requests. We seamlessly integrate an online availability calendar into your website and our easy-to-use online Guest Management System enables you to manage your reservations and guest database from any internet connection.

OpenBook by Yellowstone Hotel Systems Matthew Sanders 343 East 4th North, Ste 209 Rexburg, ID 83440 Ph: 208-624-0373 www.openbookit.com OpenBook is the first fully integrated revenue management and marketing service for independent hoteliers. We provide a property management system, booking tool, and cutting edge website marketing for low up front fees and simple performance fees. We make money when you do.

Reservation Nexus Jeff Bryce 55 N. University Ave, Ste 210 Provo, Utah 84601 Ph: 801-623-1796 www.resnexus.com Reservation Nexus is a fresh approach to guest and property management, online bookings from your website and automated marketing. Our Red Carpet service is unmatched and there is absolutely zero risk and no contract when trying out Reservation Nexus.

RezStream William Mitchell 2460 West 26th Ave, Ste 440-C Denver, CO 80211 Ph: 303-872-0221 www.rezstream.com RezStream provides reservation software, online reservation services, and website design and marketing to the independent hospitality industry.

innkeeping quarterly • spring 2009

Sark Technologies SuperINN.com Kirk Dietrich 2270 Tudor Dr Cleveland Hts, Ohio 44106 Ph: 800-301-0072 www.superinn.com SuperINN.com, the first web-based guest management system specifically designed for bed and breakfasts, is the only complete solution for bed and breakfasts. No other system, or group of systems combined, can offer the efficiency, ease of use, and value of SuperINN.com.

Software Support Systems, Inc Lynn Bruesewitz 803 South 5th Ave Saint Charles, IL 60174 Ph: 630-587-2999 Software Support Systems, Inc. celebrates its 22nd year of business providing software, customizations and support to various industries including B&B and time share management.

TCS Guest Tracker Software Frank Troise 373 Sierra Vista Ln Valley Cottage, NY 10989 Ph: 845-358-9294 www.hotel-software.com Guest Tracker Software was created for the Small Inns, B&B’s, as well as Full Service Luxury Inns. Our systems are easy to use, and robust in its capabilities, and features.

waffl.com David Lifson 535 Dean St, Apt 415 Brooklyn, NY 11217 Ph: 718-715-6161 With waffl.com, you’ll get a website, real-time reservation system, and property management system. Plus, we will bring you into our marketplace so people can find you and reserve rooms. Lastly, we are a social blogging community for travelers.

World Web Technologies Inc. Frank Verhagen 410, 1010 – 1st St SW Calgary, AB T2R 1K4 Canada Ph: 403-218-4652 www.worldwebtechnologies.com World Web Technologies Inc. specializes in Web-based business management solutions for the tourism industry. WebRezPro is a powerful Web-based property management system, offering integrated accounting, an online booking engine, GDS connectivity, system interfaces and more.

The following companies were invited to participate but did not respond. • AutoClerk • BB Getaways — RoomAvailability.com • Bitbusters/InnKontrol • Brilliant Hotel Software • EzRez • GuestAll • Haywood & Whittington • Innkeeper Direct • InnLink • InnQuest Software • Inntopia • MotelMax • Myereservation.com • Online Inns • Online Reservation Specialists • Quokka Systems Consulting • SweetStay • Twenty-First Century Hotel System • Visual Matrix PMS

27 stay. Do you offer an in-room romance package? When a guest is booking online you want this package to be right in front of them.

Coupons and Discounts Another great marketing tool is the ability to use coupon codes. Any web user has seen these codes associated with everything from saving 10% at your local Starbucks to free shipping on Amazon. com. Not only do these codes offer the ability to pass on a discount to specific people (perhaps via a targeted e-mail marketing campaign) but they also allow you to track how individuals found your inn with greater accuracy. Discount handling in general is an important aspect of an online booking system. Whether it be something as simple as 10% off of one room night, or as complex as handling of a coupon code, be sure that your online booking system offers the flexibility you desire. Taking deposits and payments. If you collect a deposit with reservations or perhaps even require payment in ad vance, the ability for your online reser vation system to process this payment directly through a merchant service or credit card payment gateway is a feature that’s probably important to you. You will want to be sure that the vendor you select integrates with your existing credit card payment system, or offers a credit card processing plan that will work for you.

read their terms of service, do they share your guest’s information with others? Are there forms handled on a secure server? Your guests will see the online booking system as part of “your website” and when they book, they trust you with their information. So you certainly want to be sure that you completely trust the vendor that you will be using to collect your guests personal data.

Price Finally, the all important detail of price. Almost all online booking and reservation systems are billed on a subscription basis. Many offer a free trial. While there can be some labor involved in setting up a system to use for free trial, this hands-on experience is extremely valuable and may

help you to make a better decision for your online booking vendor.

Summary As more of our guests become web savvy, they are turning much more frequently to the Internet to make their travel decisions and to book their arrangements. Not offering the ability to complete their transaction online, at the very least in the aspect of showing accurate availability is most certainly going to impact your own bottom line. Hopefully this article has shown that with some research and planning, there is an online booking system that can fit in just perfectly with your operation, and will help you to capture that growing audience. ■

Tim Brady and his wife Amy own Forty Putney Road Bed and Breakfast in Brattleboro, Vermont. Tim “retired” as Chief Information Officer for the city of Cherry Hill, NJ and continues to consult in the technology field, focusing in the niche of emerging technology and social marketing. Tim serves as Innkeeping Quarterly’s Technology Editor and he hopes that his contributions will help fellow innkeepers make good technology decisions and stay ahead of the curve in the lodging market.

Privacy and Data Protection Any online booking system is going to require a guest to input some amount of personal information. In some cases even a credit card number. The handling of this data is a critical aspect of an online service. Certainly ensure that the service you are looking at using is certified for handling credit card transactions but also take a look at their privacy policy and other pertinent policies. Be sure to spring 2009 • innkeeping quarterly

100 58%

The number of bed and breakfasts allowed in South Maui, Hawaii. Source: www.kpua.net

The percentage of people who normally take an annual vacation away from home that will shrink their vacation spending this year — or just not go. Source: USA Today/Gallop Poll

3.8%

The percentage increase of tourism in the state of Arkansas during 2008. Source: Arkansas Parks & Tourism Office

by the 123

456789

NUMBERS 15.3%

The percentage increase in The Traveler Sentiment Index™ from the level recorded in October 2008. The Traveler Sentiment Index is a derivative of six variables: interest in travel, availability of time to travel, availability of money to travel, perceived affordability of travel, quality of travel services and safety. Source: travelhorizons™ quarterly newsletter, published by yPartnership

70%

The percentage of corporations trimming their travel budgets by 10–20% in 2009 Source: Association of Corporate Travel Executives

innkeeping quarterly • spring 2009

29 An Innkeeper’s Internet Toolkit by Scott Thomas

f you are aware of changing online technologies, you can’t help but hear about all the latest and greatest things you “need” to use. But how can you keep up with all the new technologies? The sheer volume is intimidating, and much more so if you don’t have a technical background. Besides, you have an inn to operate… The list of technologies available can be daunting. It may be helpful to divide and conquer—putting them into categories and filtering them from there. In the sidebar on page 31 we’ve suggested several categories and listed some of the tools available in each. The major search engines offer several similar tools, so you may want to try more than one to see which you prefer. Local Listings This one is in the head-smackingly simple category. If you haven’t already done so, visit Google, Yahoo! and Live.com, locate the area where you can post your local business listing, create an account if necessary, and post your property. Put in a compelling description and as many good photos as possible, and check the map location. Why do this if most of your guests are from out of the area? For some search engines this is the primary source of results for searches that include a location. In other words, if you search, “Bed and Breakfast, Your Town, Your State/Country” you will be more likely to appear in the results if you have a local listing. Even international guests may use the same search. You will find you also appear on the site’s map feature. Do it today.

Web site enhancement This covers a lot of territory, and there are a lot of things you can do. From a web design perspective, however, you want to be very careful not to clutter your pages, so be selective! Lisa Kolb of Acorn Internet Services observes, “Many of the things you can do to improve visibility of your web site are free, and very effective. You can learn to do these things yourself.” Maps: Most inns have a page with directions and some type of map. If you use the maps supplied by the top search engines, the guest can get complete directions from their location to yours. Mike Venturini of Munro House Bed & Breakfast in Jonesville, Michigan uses Google’s My Maps to create maps with local spots guests like to visit, then prints them off to provide to guests with maps and directions. In most cases you can create the map simply, though more advanced mapping functions may require some programming. While you are looking at the map sites, be sure to verify that the placement of your property on the map is correct. The maps use ranges of addresses along a stretch of roadway, so a number of innkeepers have found their location is incorrect — some by a short distance, but others by quite a long way. When you are signed in to the Local listing, see if you can find a place to correct location errors or contact the provider if a correction is needed. In some cases more drastic measures are needed: Mike Venturini found that some map programs have incorrect street names and others give directions requiring a turn at a place were the two streets do

not intersect. He solved the problem by creating a custom map. Another map-related issue is to provide GPS coordinates on your web site, so guests using a GPS can easily locate your property. There are several ways to obtain your GPS coordinates. You can stand at the foot of your driveway and use your GPS to see where you are. More simply, or if you do not have a GPS device, you can use a site such as http:// itouchmap.com/latlong.html. Enter your street address, click “Go”, then be sure the location is correct. If not, zoom in so you can be sure you are looking at the correct location, and click the map on your location. Click once on the blue marker that appears. The GPS coordinates will be displayed in a pop-up window. Video: YouTube or other video sources can be embedded in your web page. You can create and edit a video yourself, or there are PAII vendors who provide professional video services. When it is ready, upload it to the video site. YouTube will supply you with HTML code to cut and paste into your web page. Even if you aren’t comfortable with HTML, most web hosts will allow some method for you to paste the code into a page. If you’re not able to do this successfully, your web developer should be able to help. Gadgets: Like many other sources, Google provides a wide variety of gadgets to embed in your web site. Two examples are particularly useful for innkeepers—a translation gadget, to allow your visitors to have your page text translated into the spring 2009 • innkeeping quarterly

30 language of choice (the translations aren’t perfect, but they are helpful), and a currency converter gadget, to allow the guest to convert your rates into their home currency. The gadgets usually require cutting and pasting the HTML code into the page where you want them to appear. Blogs: What is a blog? To some extent, it is whatever you want it to be. Most would think of it as a journal, with new entries posted daily, weekly, or some other frequency. A blog is not just another web page to maintain, but it is indexed differently by the search engines, and can bring a different audience to your website. Monica Kissane of White Cedar Inn in Freeport, Maine, says “Blogging needs to be a commitment. Set aside time to blog.” She recommends keeping the blog under your own web site, rather than using one of the free blog hosting sites (Google’s Blogger, WordPress, Moveable-

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Type, etc.), giving you more control over the content and keeping the visitor on your site. Decide what to write about. Make your theme related to your business, but indirectly, so it isn’t only about your inn. Some innkeepers blog about events or attractions in their area. Others review nearby restaurants. “If you were reading this blog, would you want to read about this topic?” is Kissane’s common-sense approach. There are many excellent articles on getting started in blogging. However, since the technology and techniques change rapidly, an article with good advice from several years ago may be out of date now. Suggested articles are in the “For More Information” box on page 32. Advertising Pay Per Click (PPC) advertising can bring

new, targeted, visitors to your web site. Each of the major search engines has some form of PPC advertising. In general, after creating an account, you bid on keywords (key phrases, actually, since “bed and breakfast” is a keyword). When your bid is sufficient, your advertisement will appear on the search results page when someone searches that keyword. Ads can also appear on any web page where the ad provider displays its ads. If your ad is clicked, you are charged the bid amount. The budget you establish will also stop your ad from appearing after the daily budget is reached. According to Lindsay Copeland of InnVisibility, whether this is worthwhile depends on the competition in your area, your room rates, and the bid amount you are paying. “If the bid amount is high relative to the room rates, PPC may not be for you. On the other hand, if the bid

Internet Tools The table below reflects some of the tools available, categorized as reflected in the accompanying article, with a brief description of how they may be used by an innâ&#x20AC;&#x2122;s website. There are other tools serving the same or similar purpose, but there are far too many to mention them all. Note: For any Google service, you need to set up a Google Account which can be done online at www.google.com/accounts. SOURCE

TOOL

CATEGORY

DESCRIPTION

Google

AdWords

Advertising

Pay per click advertising

Live

adCenter Publisher Program

Advertising

Pay per click advertising

Yahoo

Search Marketing

Advertising

Pay per click advertising

Google

Local Business Center

Local

Local business listing

Live

Business Listings

Local

Local business listing

Yahoo

Local

Local business listing

Google

Alerts

Reputation management

Configurable alerts to notify when search terms are found in web pages, blogs, etc.

Google

Blog Search

Reputation management

Search blogs only for search terms

Google

Reader

Reputation management

Read Google Alerts and Trip Advisor reviews

Google

Blogger

Website enhancement

Site for creating your own blog (not connected to your website)

Google

Gadgets

Website enhancement

Gadgets for inclusion in your website (translation gadget, currency conversion gadget, etc.)

Google

Maps

Website enhancement

Custom map for inclusion in your website

Google

Picasa

Website enhancement

Photo hosting site

Google

YouTube

Website enhancement

Video hosting site

Live

Virtual Earth map

Website enhancement

Custom map for inclusion in your website

Yahoo

Flickr

Website enhancement

Photo hosting site

Yahoo

Maps

Website enhancement

Custom map for inclusion in your website

Google

Analytics

Web traffic analysis

Detailed reports of web traffic, sources and visitors

Google

Webmaster Tools

Web traffic analysis

Tools for analysis of your website

Live

adCenter Analytics

Web traffic analysis

Detailed reports of web traffic, sources and visitors

spring 2009 â&#x20AC;˘ innkeeping quarterly

32 For More Information

he number of articles on the topics below is enormous. We provide a small sampling of them, to get things started. If an article you come across seems out of line with the others you’ve seen, check the date — often a good article from a few years ago is out of date now. In addition, these technologies are new, and people are joining the industry at a rapid pace, so not everyone who claims expertise is an expert.

Blogs ◆◆ Blogs for promoting your B&B http://www.inngenious.com/marketing-advice/bnb-blog.htm ◆◆ Problogger http://www.problogger.net ◆◆ Matt’s Big Blogging Resource List http://www.smallbusinesssem.com/matts-big-bloggingresource-list/1137/ (huge list of blogging resources) ◆◆ Five Getting-Started Blog Questions http://www.clickz.com/3628251

Pay-Per-Click ◆◆ Killer PPC Ads: The Fundamentals http://searchenginewatch.com/3630641 ◆◆ 10 Tips For A More Effective Paid Search Campaign http://searchengineland.com/10-tips-for-a-more-effectivepaid-search-campaign-13543 ◆◆ Tools of the Trade http://searchenginewatch.com/3626857

Reputation Management ◆◆ Google Alerts http://www.google.com/alerts?hl=en ◆◆ Windows Live Alerts http://alerts.live.com ◆◆ Yahoo Alerts http://alerts.yahoo.com

Analysis ◆◆ Google Analytics http://www.google.com/analytics ◆◆ SuperStatz http://www.superstatz.com ◆◆ Intell-A-Keeper http://www.acorn-is.com/services-intell-a-keeper.htm ◆◆ Web Analytics Tools http://tools.seobook.com/analytics-tools

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amount is low, or room rates are higher, it can be a good value.” He notes, “Both Google and Yahoo have tools to estimate what bid amount will be competitive.” Copeland notes that innkeepers should be aware that the conversion rate for PPC averages around 1% (1 booking per hundred paid clicks). Acorn Internet Services’ Lisa Kolb has a similar opinion. Kolb recommends focus on organic (unpaid) search results, but notes that PPC can be effective if you are running a special, your site doesn’t rank well for a phrase you want, your site is new and needs exposure, or competition keeps you from ranking well in organic results. To get started with PPC, create an account, establish a budget, select keywords to bid on, creating one or more advertisements, and monitor the results. Tools to help with each step in this process are offered by Google’s AdWords, Yahoo’s Search Marketing and Live’s adCenter. In their “Help” sections, you can find many excellent articles available to help explain the process and to help you research keywords for your campaign. Just as with other technology areas, things are in a continuous state of change, so ideas that were successful a few years ago may not be good choices today. Additional resources are listed in the “For More Information” box. Reputation Management It has become an unfortunate reality that even a small business needs to monitor its online reputation. We know of inns whose entire site was copied to another, and the name changed. Perhaps you simply want to be aware of any comments, reviews or criticisms that have been published about your property. Of course, there are firms that will perform Reputation Management services for a fee. There are also “DIY” opportunities. Both types are listed in the “For More Information” box.

33 Some review sites, like Trip Advisor, allow the owner to get an RSS feed of reviews. What is an RSS feed? It is a specially formatted text file with headlines and full or partial text of the items, and provides a shortcut way to read the items. To read it you need an RSS reader, such as Google Reader, Bloglines, News Gator, or others. When you open the RSS reader you will see any new reviews listed a short time after they are posted. Many of the online review sites, such as TripAdvisor, allow a management response to reviews. Innkeepers are most commonly interested in responding when they see a review as negative or unfair. While most knowledgeable reputation management writers suggest that you respond to an unfair or negative review, be sure you give yourself a cooling off period before posting your review. The negative

reviewer may never see your response, but prospective guests will see it. Be sure you sound reasonable and not hostile in your response. IQ readers will recall Jay Karen’s column and blog entries outlining his discussions with TripAdvisor, which helped them understand some of the concerns of innkeepers, but also helped innkeepers understand some of the issues facing TripAdvisor. Another way to keep track of where and when your property is mentioned is with Google Alerts. Google Alerts can be created to monitor Google News, Blogs, the Web, Video, Google Groups, or Comprehensive (all the others), and reports can be received by email or as an RSS feed. Try it with your property name. Analysis When all is said and done, you need to know what works, yet many innkeepers simply can’t validate the source of their bookings. “As important as this is to inns, you would think people would want to know how it is working,” says InnVisibility’s Lindsay Copeland. “We often find that a new client hasn’t been using any of the tools to track results.” There are many statistics and analytics systems available. They range from free to expensive, poor to excellent quality. Quality is not necessarily reflected by price. The most commonly-used, and highly-respected, free product is Google Analytics. To use Google Analytics, a bit of JavaScript code must be inserted in each page to be tracked. Beyond Google’s help pages on Analytics, there are many blog entries and web sites devoted to helping you use Google Analytics effectively. In addition to the wealth of information in analytics reports, your web hosting company can often provide you with statistics information, using a tool such as Awstats, which gives month-by-month

statistics of visitors and referring sources. Besides Copeland’s InnVisibility and Kolb’s Acorn Internet Services, there are other PAII vendors who provide search engine optimization (SEO) and search engine marketing (SEM) services. All of these will also provide tracking data on the efforts. The “For More Information” box contains a selection of references. Conclusion Some may want to use all these tools, while others may use only a sampling of them. There are other types of tools available. Try one or more of these tools, and see what works for your business (you won’t know unless you try!). Be sure to set up an analytics page or other means of verifying where traffic comes from. Using at least some of the tools mentioned above should go a long way toward enhancing your web presence, protecting the reputation of your property, and analyzing the results of your efforts. As can be seen from the tools discussed, some can be handled on a do-it-yourself basis with a bit of self-study. Others may be more effective by working with a professional web developer or search marketer. ■ Scott Thomas and his wife Ruth own Brewster House Bed & Breakfast in Freeport, Maine. Scott has been designing and developing web sites, and working with search engine optimization, since the early 1990’s, having his introduction to computers and technology when computers had rooms of their own (in the 1970’s). More recently Scott has worked for Oracle Corporation with their customer management and billing software for internet and telephone companies, and provides private consulting on guest management software for small lodging properties.

spring 2009 • innkeeping quarterly

35 Spring Cleaning for Professional Innkeepers by Jeff Campbell

ere’s an important insight into spring cleaning. Spring is no longer the time to do “spring” cleaning. In earlier times buildings were less protected from the elements—single pane windows, leaky wood sash windows and doors that allowed in more outside moisture, dust and debris. Buildings were heated with wood or oil furnaces without newer, more effective filters and therefore spewed soot and oil residue into the house. In those days, cleaning in the spring was a necessity as the building had become dirtier and grimier over the winter. It was difficult to clean thoroughly until you were no longer heating it and until it was warm enough outside to allow you to open up the house to air it out. The updated definition of spring cleaning is “the cleaning that you don’t do every week or two but that you can’t ignore forever.” A shorter definition could simply be “occasional cleaning.” Here’s a list of some of those occasional cleaning jobs: Washing walls in the kitchen and bathroom, washing the ceiling in those rooms, washing windows, cleaning the oven, cleaning inside the refrigerator, stripping and recoating floors, and polishing silver. They also include things like wiping baseboards, dusting mini-blinds, moving the couch to get the dust bunnies behind and under it, cleaning light fixtures, removing items and dusting bookshelves. In the kitchen, there are shelves, cupboards, and drawers to clean and re-organize. There are also filters above the stove. There are closets to clean and reorganize in the bedrooms,

plus more drawers, more mini-blinds, more furniture to move and more shelves, light fixtures, etc. Throughout the house are windows to wash, tile floors to seal and carpets to clean. Some of these chores can be incorporated into the normal weekly cleaning routine. For example, thoroughly dust one or two miniblinds each time you

clean rather than let them devolve into a giant chore later on. You can also wipe baseboards in a different room and wipe

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Creating Tradition and Style for Bath and Body Care

PENDERGRASS, INC.

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spring 2009 • innkeeping quarterly

36 one shelf in the refrigerator each time you clean. Since occasional cleaning (formerly known as spring cleaning) is no longer

done in the spring, the question becomes: When should it be done? Occasional cleaning can be spread throughout the year. This makes the experience more

Four Indispensable Cleaning Tools When you become really good at something, you have tools that are absolutely necessary. Think master carpenter, brain surgeon, etc. Where would they be without their tools? The same is true for cleaning and here are 4 of my favorites. 1. Cleaning Apron. To clean like a pro, you need real tools that cut time to shreds. Most of all you need a cleaning apron to hang tools on and store cleaning supplies as you move around a room. No more backtracking. Can you imagine a carpenter that runs up and down a ladder every time he needs a nail? Just like the carpenter’s belt, a cleaning apron is indispensable.

2. Cleaning Cloths. Don’t call them rags. 100% cotton napkins (the kind you see in good restaurants) are faster and more effective than rags of different sizes, colors and percent of cotton — if it’s not 100% it’s not absorbent. Cleaning Cloths are also better than paper towels — they are easier to transport in your apron and they are cheaper in the long run. Just toss Cleaning Cloths in the laundry and they only get better and better. Also saves trees!

3. Sh-Mop. Forget old-fashioned sponge or string mops. The Sh-Mop

uses a flat surface (a full 8 by 15 inches) covered with a removable, reusable, and washable terry cloth cover. That’s 120 square inches of scrubbing power on the floor verses about 25 square inches for a sponge mop, so the Sh-Mop is three to four times faster. It also gets the floor cleaner, reaches into corners better and easily cleans under the edges of appliances. And since the covers are tossed into the wash after use, it’s like having a new, sparkling clean mop each time you clean!

4. Squeegee. Cleaning windows can be nearly as satisfying as

redecorating. The room looks so much better and you feel so much happier in the room. A professional-grade squeegee is the secret to cleaning windows practically effortlessly. No rubbing each square inch with newspapers and vinegar, no bits of paper flying about, no newsprint smudge on the window frames, no wearing yourself out and no streaks. The best squeegee also has a pivoting handle, which allows you to clean windows without moving furniture.

innkeeping quarterly • spring 2009

manageable. For example, clean the inside of the refrigerator when it needs it. Clean the oven when it needs it. Wash the windows when they’re dirty. Re-wax the floors because they need it and waiting any longer would cause additional damage and cost. Each inn is different, so you should create your own schedule, and do the work when it actually needs to be done. An example: if you read the homeowners manual that comes with a new refrigerator, it directs you to clean the refrigerator coils every 6 months or some other set interval. The problem is that every inn is different. It would be better to check the coils in 3 months to see if they are dirty. If not yet dirty, then check again in a few months and then again in a few months, etc. When you find that the coils are actually dirty after a year and a half, now you know how often they should cleaned in your case. Cleaning schedules also depend on the number and type of occupants. The inn that has a married couple, 4 kids, 2 dogs and a cat—one that sleeps in the warm air emanating from the front of the fridge that also sucks in cat hair and cat dander to the coils so that they need to be cleaned every 3 months—will have an entirely different schedule than a inn operated by a retired couple. A big mistake even professionals make, is not learning how to do whatever the job is before it’s tackled. It’s much more satisfying to have a set of instructions to follow so that you know how to do the work in an efficient manner with good results, compared to struggling with an unfamiliar job and not getting the kind of satisfactory results you wanted. That’s demoralizing. Read Speed Cleaning or Spring Cleaning or other books on the subject so that you know how to do the job as quickly as possible, with as little aggravation as possible, with the best

37 results possible. This is especially true with occasional chores that you don’t have as much experience with. For example, some folks insist on washing windows by hand using newspapers and vinegar. They should learn to use a professional squeegee. Washing windows using a squeegee is nearly painless and takes much less time and much less energy. When you’re done, the inn looks so much better and squeegees, used correctly, don’t leave streaks. If you wash windows using newspaper and vinegar, you almost immediately start to sweat. Bits of newspaper are soon flying everywhere, newsprint is on the window frames and your hands, your arms hurt, and you smell like a salad for the rest of the day. And even if you finish, the windows will

be streaky. I ask people who tell me that they prefer to wash windows by hand this question: How many professional window cleaners hanging off the tall buildings have you ever seen using newspapers and vinegar? You also need to consider that occasional cleaning jobs in an inn in Florida may be different from those at an inn in Minnesota. There is a different list of things to do and different times to do them simply because of the climate difference. This is especially important to consider if your inn is in a different climate from where you grew up. As a professional innkeeper, you should be aware that dirt doesn’t always sit quietly and innocuously on a surface. It interacts with it. For example, grease spots

on kitchen walls interacts with the paint, and if left too long, they can’t be removed by any cleaning method that doesn’t also remove the paint. You should also appreciate the value of filters. If you ignore the filters around your inn, you increase the amount of work you have to do. That’s because filters quit filtering when they’re saturated or they block the flow of air, or both. In either case, the house gets dirtier when filters don’t filter. If the furnace filter doesn’t remove the dust, the house gets dustier faster. If the kitchen filter doesn’t remove the grease, then the grease settles on the walls and appliances instead. Making sure filters get replaced when they are dirty makes the cleaning work easier and your results better. So, as you merrily march into spring, 2009, I wish you “Happy occasional cleaning!” ■

Jeff Campbell developed a unique cleaning method described in his best seller, Speed Cleaning. He has written 5 additional books about different aspects of cleaning that include, Spring Cleaning and Clutter Control. Jeff has made three national author’s tours for Dell Publishing to promote his books. He’s made numerous HGTV segments and has been a spokesperson for Proctor and Gamble’s product, Febreze, and for the allergy product, Flonase. His 30 years’ experience in the cleaning industry has been dedicated to changing oldfashioned, time-consuming housecleaning into a modern, easy-to-learn, efficient system. His company, The Clean Team Catalog provides free solutions to cleaning questions, along with cleaning supplies, books and videos.

spring 2009 • innkeeping quarterly

Food Glorious Food

Creating a Signature Dish by Liza Simpson

n important principle in marketing is referred to as “differentiating your product.” As innkeepers, we make decisions every day that support this principle and make our properties different from other properties in our markets or regions. What makes our product different and memorable? Whether we focus attention on the character, history, or luxury of our venue, or on the food, service and unusual activities, we need to make it distinctive. One way to add flavor to your identity is by creating signature dishes. Sheila Oranch and Bill Powers, innkeepers at the CopperToppe Inn and Retreat Center in Hebron, New Hampshire, shared their thoughts on creating a signature dish.

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When creating a signature dish, consider what is special about your locale or your property. Do you want to represent regional cuisine? Are you a fanatic about organic foods? Is your target market health or weight conscious? What dishes do your guests rave about? Ask yourself if you had to represent yourself with one dish, what would it be? CopperToppe’s website (www.coppertoppe.com) highlights the following: “Vegetarian, vegan and Kosher options are available. Allergy avoidance is a specialty. If you are gluten intolerant, lactose intolerant, diabetic or have any other food concerns, let us know. We are experienced and creative about providing our guests with safe and sumptuous meals. We understand how you feel from personal experience!” Their first signature dish was oatmeal-blueberry pancakes. It sounds simple, and you might ask what makes the dish special when everyone makes pancakes and adding blueberries is no big deal. However, these pancakes are gluten free, meaning they have no wheat in them. They can be made without dairy and even without eggs. They have no added sugar and can be made fat free. And, any guest who has food allergies or intolerances is thrilled to be able to safely have pancakes. One guest actually burst out in tears because it had been so long since she had been able to eat a pancake — and it tasted so good. Of course they are served with genuine New Hampshire maple syrup, along with stories about the maple sugar bush from which it came. Sheila says “I’ll put maple syrup in almost anything!” Because of the success of the recipe, Sheila and Bill keep printed copies in the serving area and happily hand them out or email an electronic version on request. The basic recipe is simple, but the handout has a full page of variations on ingredients to substitute for any ingredient a guest can’t tolerate. By highlighting this recipe, it differentiates their inn as a location that really caters to guests’ special food needs. When they serve these in their gluten-free or lactose-free version, none of the other guests can tell the difference, which means they don’t have to make multiple batches of batter. You may be saying to yourself, “Sure I have special recipes, but I’ll be darned if I’ll share them. Then everyone will be stealing my thunder.” That’s not likely. Each of our properties are different and all of us, as cooks, are different. You may start with one of the great recipes in the B&B cookbook many of us got

39 CopperToppe Oatmeal Blueberry Pancakes Ingredients • 1¼ cups of quick cooking oatmeal • 1 cup plain yogurt (nonfat works fine) • 1 cup low fat milk (skim works fine) • 1 teaspoon honey or sugar • ½ cup corn meal or rice flour • 1 teaspoon baking soda • 1 teaspoon salt • 2 large eggs, beaten

Optional • ¼ cup chopped walnuts, pecans, or any soft nuts

• 1 teaspoon of vanilla extract and/or maple syrup

• ¼ cup almonds or sunflower seeds blended fine

• Blueberries (fresh or frozen unthawed)—drop on pancakes while first side cooks

• Chopped strawberries, bananas, raisins or any fruit

Process

In a large bowl, combine oats, yogurt, milk and honey. Let this sit for a while as the oats absorb the liquid. Beat eggs slightly with vanilla. Stir in eggs, corn meal/flour, baking soda and salt. Mix until all is moistened. Do not beat out the bubbles. Fold in fruits or nuts if everyone wants the same. Batter will be thick and lumpy. It can be stored in the fridge overnight. If liquid separates, stir gently. Spray skillet or griddle with non-stick spray or grease it and heat until a drop of water sizzles. Add butter or oil between batches, if needed. Extra fat makes the edges crispy. Butter makes it brown. We use pan spray and light olive oil. Spoon about ¼ cup batter onto hot griddle for each pancake. Leave room for flipping. As cakes start cooking, drop fruit or nuts on quickly. Cook until bottoms are browned and bubbles on top start to pop, about 3 minutes. Flip and cook until other sides are browned, about 2 minutes. Pancakes will be darker than white flour pancakes, but as long as they are not burned, they will taste great. If the batter becomes too thick after sitting, add some liquid and stir gently.

when we first opened, but then you will adapt them to suit your style, your guests, and your local resources. A good example is Bill’s signature Vegan Oatmeal Bake. Bill claims he is not a cook. He is an engineer. Unless he has a recipe with detailed measurements and instructions, he will not do it. This is not the man who will ‘wing it’ with made-to-order omelets. Last year, they had a retreat group with several vegan members. Sheila took an oatmeal bake recipe from the old B&B cookbook and adapted it by substituting coconut milk instead of dairy and a mashed banana instead of the egg. Everyone loved

Serve hot if possible; or warm plates or a platter or save on a cookie sheet in a barely-warm oven. While pancakes are cooking, set your maple syrup nearby to warm (in a heat-proof glass or ceramic pitcher, preferably) or zap it in the microwave for a few seconds. If you are using canned blueberries, drain them completely and use the juice to make a sauce or flavored syrup. Use any extra bits of fruit as syrup enhancers. You can use any kind of oatmeal, but be aware that European or organic oatmeal has more flavor than commercial American. You can use leftover cooked oatmeal; just add less liquid. Use ½ cup of whole-wheat flour if gluten is okay. You can use rice flour, corn flour or buckwheat as long as a starch thickens the batter. You can leave out the eggs and the pancakes will be delicate. Add a mashed banana to replace egg. You can leave out the dairy and use rice or soy “milk” or water, but add 1 tsp lemon juice or vinegar and 1 tbsp of vegetable oil.

it! Bill decided that even he could do this, so it has become his early-morning specialty for guests who arise at dawn and want something warm. He has even developed variations of the recipe, which he happily shares with guests. Sheila and Bill demonstrate how creating a signature dish does not have to be difficult, expensive or exotic. It does need to be delicious, appropriate and representative of your style of hospitality. The next important step is sharing and marketing the dish. You can print and hand out the recipe, or share it via email. Go one step further and have the recipe and pictures of the dish spring 2009 • innkeeping quarterly

40 CopperToppe Oatmeal Bake (vegan) Ingredients

• 2 cups uncooked oatmeal (Variation: to make this recipe gluten free, you can purchase gluten free oats from www.glutenfreeoats.com) • ½ cup brown sugar • ⅓ cup dried cranberries, raisins or chopped dates (any dried fruit chopped) • 1 teaspoon baking powder • 1½ cup soy, coconut or rice milk or other liquid (if not vegan, can use dairy milk) • ½ cup applesauce • ½ cup crushed pineapple, mashed banana, fresh berries, chopped apple, canned pumpkin, or any moist produce you like (chopped, mashed or pureed) • 2 tablespoons olive oil Method

Preheat oven to 375 degrees. Combine first four (dry) ingredients in a medium bowl. Combine liquid, applesauce, oil and mashed or pureed fruits. Add wet mixture to oatmeal mixture. Stir until all is moistened. Pour into an 8- by 8-inch pan coated with cooking spray or oil. Bake for 20 minutes or until edges separate from pan and center is slightly firm. Caution: do not use pineapple and dairy milk together, as the dairy will curdle.

on your website. This will complement the sample menus and pictures of your dining room or buffet that you presumably already have on the website. Then the more you write about it, talk about it and share it, the more famous you, and your property, will become. ■ Liza Simpson, formerly of The Old Miner’s Lodge in Park City, Utah, has cooked professionally for over 25 years. She is currently serving on the Park City Council, innsitting, cooking, and selling books while she and her husband Chris and their Corgis search for their next innkeeping adventure.

innkeeping quarterly • spring 2009

e ome cierg als C n o u C d i v nn otel Indi me I rs, h n o e e c n e v ow Se to B r inn and ther rme ales o f Toge f o rs, s

k ateu twor ial taur s A ne e r nanc ers, as fi g l a l e n new ma sw offer ing a o t t e k ry oin mar dust als j ng in ssion i e f : w o o pr gr lude s to s inc n r o i e avid t n solu Part ler, D l . i s e M bay, m leng n, Ji ri Do chal o r l e l a h T ,S s. hen man uttle Step New es S k m c a i ate dJ r, R o cre n an Hile t i e d e w t ant s Or We w Chri stry id, “ a indu s f te n o o l up viga Tal t gro ts na r n o e p i l p c , a su help iring ts to acqu r f e o p ex es ng leng ferri chal rans t d the .” g an sses atin sine u oper b y italit hosp

RezOvation Partners with JackRabbit Systems tnership RezOvation announced a new par day with JackRabbit Systems. “From d small ude incl s tem Sys bbit kRa one, Jac with proper ties on a level playing field re osu exp of type this is It ls. larger hote ,” pete that helps small proper ties to com ’s bbit said CEO Eric Goldreyer. JackRa CVB and O DM bles ena ine Eng Booking ility sites to offer consolidated availab inns, displays including hotels, motels, tem B&Bs, and other lodgings. The sys g checks availability at par ticipatin proper ties, then sends consumers make directly to a proper ty website to a reservation.

Running a Bed and Breakfast For

Hits Book Stores. The latest addition Dummies

series was written by BnBFinder’s

to the ‘Dummies’ Mary White.

Partners o w T s e m o lc e W rence keeping Show keeping Confe

2010 Inn

Inn d for the 2010 e d ul d he sc n e e b Association an st a f k a re B d The dates have e Bed an t will take plac and the Texas n w ve e ho S he e T d s. ra st T & as co-ho join this event y tr is g e R t c Sele . Austin, Texas in 0 01 2 pull together , 11 to 8e m ti r e March tt e b re’s no ice of y in crisis, the om on c e l te our unique sl a b ra lo b g le e c to d “With our n learn, a ble g unforgetta to network, to — in d rs vi e p ro e p e k of n in rs as 40 yea in North y. With nearly tr us d in l nd hospitality ve a a s tr on ti the a od m lue innkeepers va e finest accom e th th to s s se on or ti d n uc introd rtedly e d camaraderie istry wholehea n g a e , R ts t n c ve le e e , S , rs speake America the workshops, m ro f e iv e c Show.” re of all levels e Innkeeping th ze ri te c ra Kehlbeck e to cha Director, Keith e iv ut c that have com xe E ’s y —Select Registr

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Florida Bed & Breakfast Inns (FBBI) Association to Stop Inspec tions

s f Texa o s n o i modat s Bed and m o c c a A ality e to the Tex t i p s o H es Namsociation g n a h s C fast A k a e r B News to Add?

If you’ve got any news to report, please send a press releas e to Ingrid Thorson at Ingrid @paii.o

rg.

In light of con sumer review websites, FBBI finds th at today’s con sumers are more likely to trust informat ion from unbiased sou rces versus a self-imposed inspection pro cess. Therefor e, the Florida Bed and Break fast Inns Ass ociation Board of Directors u nanimously ap proved that the suspension of the inspec tion process and implemen t a “Recomm ended Standard of Hospitality”. spring 2009 • innkeeping quarterly

innkeeper Love -Hate relationships…

innkeeper

Everybody has them. Mine happens to be with technology. I’ve never considered myself “out of pocket” or hard to get a hold of. How could I be? My inn has six incoming phone lines and my totally hot looking pink cell phone with its custom ring tone is always in my car. But compared to many, I guess I am. Or should I say, was. This past December, I made a New Years Resolution. I would become more easily accessible and less “out of pocket.” AT&T Wireless was coming to Vermont so I no longer had an excuse. It was time to become compliant with today’s technological world and diversify my mode of communicating. So, I bought one of those handheld devices that gave me instant access to email, the web, all my contacts at the touch of a button and unlimited text messaging. Apparently to meet my goal, my pink cell phone just was not going to cut it. To start the relationship off right, I gave my multi-tasking, technological device a name. She would fondly be referred to as “jo.” And yes, that’s “jo” with a lowercase “j.” This is where the love-hate thing comes in. Technological developments have made a world of difference in how I run my inn. I went live with my inn’s first website in 1992 and designed it myself with the help of HTML for Dummies. That’s right; I bought the yellow and black dummies series and taught myself how to write HTML. I’ve revised the website 5 times since then and soon I’ll be faced with the need for a sixth revision. We take online bookings and third party bookings. We send all of our confirmations via email. Free wireless internet access streams throughout the inn and a computer with a wireless printer is available for those who just can’t cut themselves off from being accessible. The inn has its own server and it is set to automatically dial into an electronic vault every night backing up all that precious data that businesses need to run seamlessly. I know that technological advancements have added profits to my inn’s bottom line and that same technology has allowed me to market my inn to multi-generational guests living near and far. My marketing plan is a blend of high tech and high touch. When I attend trade shows and meetings, I’m on a search for all things technology.

innkeeping quarterly • spring 2009

by AnneMarie DeFreest

So why has it taken me this long to establish a relationship with “jo” you ask? To me, there is nothing better than a face-to-face or phone conversation. I have never taken to surfing the Internet and will never access a computer for local directions when a “local” person is within distance and willing to oblige. I splurge on hardcover books and never take a call when I’m out with friends unless it’s one of my kids, my parents, or Tim. My relationship with “jo” was short lived because she was what they call “bad out of box.” My email did not and would not download due to programming that was beyond my control. After 3 hours with my IT guy, 2 hours on the Motorola support line and many hours of reading point 6 size type, I decided to end our relationship. My 14 year old son took over from there, went and bought me the iPhone he has been dreaming about and had the whole thing set-up within the hour. I’m now fully online, developing my texting thumbs, and checking email more than once a day. Feel free to drop me an email at annemarie@theroundbarn.com. ◆

Marketing Matters

Economic Stimulus— A Small Business Strategy What are you waiting for? by Carol Edmondson

n a strange and wonderful way the current economic turmoil can present a great opportunity for small business owners who keep their eye on the target. In any economy it is hard to separate yourself from the pack. This is especially true in an electronic world where much of our marketing feels like part of a 24/7 streaming video. But right now a lot of your other wise savvy competitors are huddled around their flat screens reliving economic doom or busying themselves with those long forgotten maintenance projects while they wait for someone in Washington or on Wall Street to fix this mess. Pardon my skepticism, but what are the chances that the folks who got us here are going to get us out of this economic situation any time soon? Yes, there is much we can do as citizens to work for change, but where we can have a real and immediate effect is in our own businesses. You can take action to fill your

time or to fill your inn and the challenge of owning your own business is that you get to choose what action you take. We have been here before. If you haven’t had the pleasure, let me say that you can thrive in economic adversity. Examples of success stories during difficult times are everywhere. Most success stories have in common a vision of a current market need and a simple plan to offer value to your customers. Market needs constantly change. Taking a new look at what your customers are thinking and feeling will tell you how to respond with an offering that hits the mark. Don’t stop doing what you are doing —just think differently about it. For example, if you offer food-related getaways try “elegant entertaining on a budget” or “menus for creating a friends’ supper club.” Make your getaway guests feel that they are getting value for the real world they are in. Consider making your craft weekends “trash to treasure” weekends. Often, when guests are learning something useful they will justify adding an extra night to their stay to complete the project. This is your cue to make it an optional long weekend. If you are offering experience-based or educational stays then blog about the subject, not your inn. Create a foodies, crafters or hikers blog spot that guests will return to between visits to the inn for its intrinsic value. It might attract some brand new guests who share your passion. Why not offer business travelers an “office away from the office” that justifies their choice of your inn over other lodging. Along with the expected WiFi, desk space and great lighting offer a combination of simple services. Consider amenities like flexible hours, snacks, concierge, airport transfer, workout space, walking/running trails. These will pique their interest and give you some great key words for web search engine optimization (SEO). Any new offering will give you a great excuse to contact your previous guests as well. (continued on next page) spring 2009 • innkeeping quarterly

44 If your occupancy is sagging, rather than painting the fence, spend some time reevaluating your website and key words. Are they tuned to today’s reality? Make sure that value is written all over your offerings regardless of who your market target may be.

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innkeeping quarterly • spring 2009 x 8-5/8” 1/2 pg vertical ad 3-5/8”

Double your Press Releases Fact: In tough times the news media are hungry for good news. Fact: You are the good news! Consider hosting a charity event where both you and your chosen charity get great coverage. Many charities are losing government funding and need your support. Offer a special upgrade or gift certificate for a future stay for guests who bring a food bank donation at check in. Send out a press release to the local and national media telling the story. Include information about your inn as well as the charity you are supporting. Many charities have media access you don’t, so have the charity send a press release as well. Remember: A successful small business person’s number one job title is “Shameless Marketer in Charge of Self Promotion.” Yes, that’s you. If you don’t have a local and national media list for press releases spend a day and create them. Simple web searches or a trip to the local library is all it takes. Your local librarian will know where to look to get what you are looking for. Press releases should go to all the local print and on line media, both daily and monthly publications as well as media websites. In addition, create a list of national media like USA Today and all the major news outlets. Include large well know daily publications like The Chicago Tribune, The New York Times and weekly and monthly publications like Time, Newsweek, Conde Nast Traveler, etc. Get the names of the editors you want to reach, for example travel, food, or environment. There are hundreds of possibilities, choose those that fit your message. Press releases are powerful stuff and can pay amazing dividends in placement with major media outlets. But you have to be there consistently to get a shot at these folks. We recommend a press release once a month. It’s Not About the Discount Notice that in the example about bringing in a food bank donation I did not suggest offering a discount to guests who participated. Smart marketing is not about discounting. If you artfully add value guests will not expect a discount. Consumers who see value are happy to pay for it. Giving a gift certificate toward a future stay that is transferable to others encourages not just repeat but referral business. This helps build your base of loyal guests. It is truly a win-win situation. It even gives the guest an opportunity to tell the story of how they got that gift certificate by doing something good.

45 Network with Other Inns and Local Businesses In tough times, a monthly business forum designed to exchange ideas can create some much needed positive energy. They can also lead to partnerships that package your lodging with the other attractions and businesses in your area. Keep it simple. An hour or two at most, once a month, tailored to exchange ideas

for growth. Learn to listen to others and take advantage of their knowledge. Natural partnerships will present themselves. Be very picky and test each opportunity to be sure it meets your goals for building business profitably. Hold the first meeting at your inn so that other business owners can experience your hospitality first hand. They may have business and personal visitors who need lodging. Look for New Markets for Your Services There are many more than you might expect. Consider a few like these that are truly recession- proof, or recession-generated, and can produce mid-week stays: ●● Lodging for educators or corporate consultants doing outplacement ●● Bereavement packages focused on funeral directors looking for family/group lodging ●● Family reunions and gatherings, as the importance of family is reinforced ●● Education that helps people find new jobs ●● Employee perks for companies that can’t afford raises ●● How to sessions: for example, how to compost your trash, plan a yard sale or plan an inexpensive wedding The key point here is to figure out what you are good at or care about and create a theme that resonates with today’s traveler. What Makes You Feel Better in Tough Times? ●● Is it distractions like board games and reality TV? That’s an opportunity! ●● Is it pampering? That’s an opportunity! ●● Is it escaping to nature? That’s an opportunity! ●● Is it learning about history? That’s an opportunity! ●● Is it woodwork or basket weaving? That’s an opportunity! ●● Is it peace in which to reenergize? That’s an opportunity! Your guests are just like you and if you can create an opportunity to do something that makes them feel better or helps them cope, they will come. It is all about perceived value and in times like these coping, getting along with less, or making the most of a little are key themes. Involve local and state government agencies related to travel and tourism. Get grants or advice or exposure or whatever you can from them. For example, send copies of all your press releases and information about your special packages to your regional and state tourism bureaus. In many states they will feature you on their web sites, or include your business in a broader press release about businesses such as yours. If you are part of the solution for spring 2009 • innkeeping quarterly

47 people directly affected by a tough economy, other agencies may help as well. Use the time you are currently spending to worry, complain, or watch the news to improve your bottom line. That feels good. The ideas I have shared are truly the tip of a very large iceberg. There are as many implementation strategies as there are innkeepers who employ them. It’s all about value, which is something you have right there under your nose. It just needs a nudge, a nice ribbon with a bow and a stage on which to perform. A bonus of doing this right now is that when others are stuck or failing, your actions shine even brighter. Doing nothing is a choice just like doing something is. You can paint the fence or change your business paradigm. And you might get an even better shot at the recognition and additional business you deserve for all that work if you start right now. ■ Carol Edmondson consults with experienced innkeepers to create and fine tune marketing plans focused on their individual business objectives. Carol owned and operated an award winning 14 room B&B on Cape Cod for 12 years. Carol and her husband Tom, a commercial real estate broker, formed Innkeeping Specialists in 1994, a consulting partnership focused on teaching innkeeping from their own experience. They developed the “Innkeeping From the Innside” seminar which they have taught for the past fifteen years. Carol currently chairs the Cape Cod Bed and Breakfast Committee and is a member of the PAII Advisory Board.

spring 2009 • innkeeping quarterly

ADVERTISERS’ INDEX 1st Travelers Choice...................................6

James Wolf Insurance.............................37

B&B Team, The..........................................50

Lanier, Pamela.........................................IFC

Bushnell & Bushnell.................................48

LodgingResources.com.............................8

Calling Inn..................................................42

Markel Insurance.....................................30

Comphy Company.....................................34

MSI..............................................................19

Creative Breakfast Concepts..................38

NPC...............................................................5

Deneen Pottery.........................................45

PAII....................................................2, 14, 46

Dispenser Amenities................................44

Pendergrass..............................................35

Essential Amenities..................................47

RezOvation...................................................7

Essentials Design Group............................6

Save Your World........................................14

Fullers’ Soaps............................................50

Select Inns.............................................OBC

Inn Consulting Partners...........................47

Third Millennium Marketing....................21

Innkeepers Advantage.............................11

TMG, Inc., Virginia Inn Brokers........... IBC

InnPayment................................................28

Tourism Internet Marketing Bootcamp.....7

InnRoad........................................................4

Turkish Towel Company, The...................45

innSPAration..............................................40

Webtools Hosting Services.....................33

InnStyle.......................................................43

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Industry Events April 2009 2009 Montana Bed and Breakfast Association Conference Date: April 5 – 7, 2009 Location: Hilton Garden Inn in Kalispelll, Montana Contact: www.mtbba.com Oregon Bed and Breakfast Guild Date: April 6 – 7, 2009 Location: Best Western Ponderosa Lodge, Sisters, Oregon Contact: www.obbg.org/conferences 2009 Minnesota B&B Association Conference Date: April 19 – 21, 2009 Location: Greysolon Ballroom, Duluth, Minnesota Contact: www.minnesotabedandbreakfasts.org Preferred Inns of New Jersey Date: April 29, 2009 Location: Ocean House in Spring Lake, New Jersey Contact: info@njinns.com

May 2009 PAII’s Lunchtime Learning Webinar — Time Management: Helpful Strategies for the Innkeeper Date: Tuesday, May 19, 2009 at 2 p.m. EST. Contact: www.paii.org

July 2009 Louisiana/Mississippi Bed & Breakfast Association Date: July 19 – 22, 2009 Location: Natchez, Mississippi Contact: lbba@cox.net, manager@missbab.com

August 2009 26th Texas Bed and Breakfast Association Convention Date: August 23 – 25, 2009 Location: Granbury, TX Contact: www.hat.org

October 2009 Washington Bed and Breakfast Guild Cruise Date: October 5 – 10 Location: Leaves Seattle, WA Contact: www.wbbg.com Michigan Lake to Lake B&B Association Date: Monday, October 26 & Tuesday, October 27 Location: Holiday Inn Hotel & Conference Center in Big Rapids, MI Contact: innfo@laketolake.com

November 2009 Maine Innkeepers Association Annual Meeting & Conference Date: November 2 – 3, 2009 Location: Atlantic Oakes by the Sea, Bar Harbor, ME Contact: www.maineinns.com To view the most current Industry Events Calendar, visit http://www.paii.org/calendar.asp

To add your event to the calendar, contact Laura Middleton at laura@paii.org or call 800-468-7244.

WELCOME NEW MEMBERS! INN MEMBERS

Apple Crest Inn B&B Gary Affolter 12758 S Hwy 59 Gentry, AR 72734

Adagio Inn Polly Keegan 1417 Kearney St Saint Helena, CA 94574

Five Points Lake Hamilton Skip Houston 155 Five Points Circle Hot Springs, AR 71913

Country Inn B&B Bruce Knauss 632 N Main St Fort Bragg, CA 95437

White House Inn B&B Marilyn White 611 W Court St Paragould, AR 72450

Old Yacht Club Inn Vince Pettit 431 Corona Del Mar Dr Santa Barbara, CA 93103

Country Charm B&B & Cabins Mari Allensworth 8354 Hwy 84 Bismarck, AR 71929-6754

Abigail’s B&B Susan Strom 951 Ukiah St PO Box 150 Mendocino, CA 95460

Beland Manor Inn Suzy Smith 1320 S Albert Pk Fort Smith, AR 72903

McNutt House Bed and Breakfast Juanita Thomasson 817 McNutt St Arkadelphia, AR 71923

Olema Druids Hall B&B Robert Cain 9870 Shoreline Hwy 1 PO Box 96 Olema, CA 94950

Country Oaks B&B Carole Weber 17221 Hwy 9 Mountain View, AR 72560

1884 Bridgeford House Sam Feldman 263 Spring St Eureka Springs, AR 72632

Sea Gull Inn Ayla Douglas 44594 Albion St PO Box 317 Mendocino, CA 95460

Buffalo River Lodge Beth Powers 215 Stick Horse Dr St Joe, AR 72675

Diamond Oaks Inn Buddy Richardson 1701 S Washington Ave Murfreesboro, AR 71958

Aurora Hotel & Spa Kathleen Gosselin 137 Marilla Ave PO Box 1557 Avalon, CA 90704

Rosemont B&B Susan Maddox 515 W 15th St Little Rock, AR 72202

Tiffany’s Bed & Breakfast Tiffany Bertram 1632 Hwy 347 Bismarck, AR 71929

Hotel Charlotte Lynn Upthagrove 18736 Main St PO Box 787 Groveland, CA 95321

Inn at Mountain View Mark Nelson 307 W Washington St Mountain View, AR 72560

ARIZONA

CONNECTICUT

CALIFORNIA

Steamboat Inn Kathryn Abel 73 Steamboat Wharf Mystic, CT 06355

ALASKA

Alaska Mahogany House Mary Ernst 204 E 15th Ave Anchorage, AK 99501 Robinwood Bed and Breakfast Karen Ford 2021 S Arch St Little Rock, AK 72206 ALABAMA

Crenshaw Guest House George Postell 371 North College St Auburn, AL 36830 ARKANSAS

5 Ojo Inn Bed & Breakfast Richard Grinnell 5 Ojo St Eureka Springs, AR 72632

England House B&B Laurel Dunn 614 W Santa Fe Ave Flagstaff, AZ 86001 Arbor Guest House Dan Cocilova 1436 G St Napa, CA 94559

Scranton Seahorse Inn Michael Hafford 818 Boston Post Rd Madison, CT 06443

FLORIDA

Club Continental Suites Karrie Massee 2143 Astor St PO Box 7100 Orange Park, FL 32073 Casa Grandview Luxury Vacation Resort Homes Judy Collins 1410 Georgia Ave West Palm Beach, FL 33401 GEORGIA

Lily Creek Lodge Sharon Bacek 2608 Auraria Rd Dahlonega, GA 30533 McMillan Inn Joe Celento 304 E Huntingdon St Savannah, GA 31401 Sugar Magnolia Bed & Breakfast Debi Starnes 804 Edgewood Ave NE Atlanta, GA 30307 ILLINOIS

Hellman Guest House B&B Rita Wadman 318 Hill St Galena, IL 61036 Water Valley Inn Kimberly Aldridge 3435 Water Valley Rd Cobden, IL 62920 Captain Harris Guest House & Honeymoon Cottage Frank McCaw 713 S Bench St Galena, IL 61036-2501 INDIANA

Songbird Prairie B&B Barbara Rivera 174 N 600 W Valparaiso, IN 46385

MEMBER BENEFIT SPOTLIGHT Save Big with STAPLES! All businesses have needs for a variety of products, from the most basic of pens and paper all the way to furniture, filing cabinets and the like. Expenses like these have a way of slowly eating away at your bottom line. Through PAII’s partnership with STAPLES, we can provide you a resource that will save you time and money. The program is 100% based on Internet orders. Benefits include: • Significant Savings on over 30,000 Items • Reliable Next Day Delivery

• Secure Internet Ordering • Consolidated Billing

This program is only for PAII members. For more information including how to sing up by contacting our STAPLES representative, Peter Dangerfield, please go to http://www.paii.org/staplesprgm.asp.

McDowell-Nearing House Bed & Breakfast Lucy Jane McDowell 2005 N Tillotson Ave Muncie, IN 47304

NEW JERSEY

KANSAS

NEW MEXICO

Scenic Valley Inn Diana Nickel 610 S Scenic Dr Manhattan, KS 66503 LOUISIANA

Marigny Manor House John Crew 2125 N Rampart St New Orleans, LA 70116-1627 MASSACHUSETTS

Abigails Bed and Breakfast Maria Carlson 7 Center St Kingston, MA 02364 Seadar Inn By the Sea Rosemary O’Keeffe 1 Braddock Lane Harwichport, MA 02646 Inn of Treasured Memories, LLC Jane Henry 473 Main St Harwich, MA 02645 MARYLAND

Atlantic House Bed and Breakfast Brian McCarthy 501 N Baltimore Ave Ocean City, MD 21842 MAINE

Camden Harbour Inn Raymond Brunyanszki 83 Bayview St Camden, ME 04843 MICHIGAN

Maplewood Hotel Catherine Simon 428 Butler St PO Box 1059 Saugatuck, MI 49453 MISSOURI

Boxcar Willie Inn Pam Hatch 360 Schaefer Dr Branson, MO 65616 MONTANA

Bozeman’s Lehrkind Mansion Bed and Breakfast Christopher Nixon 719 N Wallace Ave Bozeman, MT 59715 NORTH CAROLINA

Davidson Village Inn Gordon Clark 117 Depot St PO Box 1463 Davidson, NC 28036 Apple Inn Terra Buckley 1005 White Pine Dr Hendersonville, NC 28739

Inn at Sugar Hill Larry Boylan 5704 Mays Landing-Somers Point Rd Mays Landing, NJ 08330 Old Taos Guesthouse B&B Tim Reeves 1028 Witt Rd Taos, NM 87571 Adobe Nido Bed & Breakfast Sarah Dolk 1124 Major Ave NW Albuquerque, NM 87107 NEW YORK

Red Door Inn Kevin Carson 439 N Main St Canandaigua, NY 14424 By The Bluff Bed and Breakfast Patricia Scannell 5405 Rocky Point Rd East Marion, NY 11939 1907 Bragdon House Bed and Breakfast Jennifer Wenz 527 S Main St Geneva, NY 14456 Oakhill Farm Bed & Breakfast Mary Mahlendorf 8983 Oakland Rd Nunda, NY 14517 OHIO

HideAway Country Inn Debbie Miller 1601 St Rt 4 Bucyrus, OH 44820 German Village Guest House John Pribble 748 Jaeger St Columbus, OH 43206 OKLAHOMA

Arcadian Inn B&B Martha Hall 328 E 1st St Edmond, OK 73034 OREGON

Nob Hill Riverview Bed and Breakfast Tana Phemester 285 S 2nd St St Helens, OR 97051 University House of Newberg Bed & Breakfast Leigh Wellikoff 401 N Meridian St Newberg, OR 97132 PENNSYLVANIA

Harrington House Adriane Wendell 208 W Harford St Milford, PA 18337

50 • innkeeping quarterly • spring 2009

Canna Country Inn Susan Ruffner 393 Valley Rd Etters, PA 17319 Stony Point B&B David Hopkins 1400 North Ave Tyrone, PA 16686 RHODE ISLAND

VIRGINIA

Sanderling House Jill Walter 137 Hamble Lane Deltaville, VA 23043 Herring Hall Anne Herring 154 Herring Hall Rd Natural Bridge, VA 24578

Annie Brownell House Anne Tundermann 400 Angell St Providence, RI 02906

Mountain Song Inn LLC Chris Moreno 319 Mystic Ln NW Willis, VA 24380

Marshall Slocum Inn Mark Spring 29 Kay St Newport, RI 02840

WASHINGTON

Samuel Durfee House Heather De Pinho 352 Spring St Newport, RI 02840 Spring Seasons Inn Bill Farrell 86 Spring St Newport, RI 02840 Gardenview Bed & Breakfast Mary Fitzgerald 8 Binney St Newport, RI 02840-4304 Island Inns LLC Caren Kempf 474 Old Town Rd PO Box 398 Block Island, RI 02807 SOUTH CAROLINA

Red Horse Inn Mary Wolters 45 Winston’s Chase Ct Landrum, SC 29356 Three Pines View Diane Hayes 151 Shack Hollow Rd Salem, SC 29676 TENNESSEE

Chestnut Hill Ranch B&B and Event Center Sharon Tanley 3001 Brown Bend Rd Only, TN 37140 TEXAS

Veranda Historic Inn Kathie Woods 210 Court Ave PO Box 1238 Fort Davis, TX 79734-0014 Green Gables Guesthouses Sue McFarlin 401 Green Gables Blanco, TX 78606 UTAH

Quail Park Lodge Matt Walters 125 N 300 W Hwy 89 Kanab, UT 84741

Miller Tree Inn Bed & Breakfast Bill Brager 654 E Division St Forks, WA 98331 WISCONSIN

Franklin Street Inn, LLC Judy Halma 318 E Franklin St Appleton, WI 54911 WEST VIRGINIA

Gillum House B&B Kathleen Panek 35 Walnut St Shinnston, WV 26431 Creekside Resort Kelley Sills Rt 122 & Oliver Ballard Rd Greenville, WV 24945 NEW VENDORS INTERNATIONAL

IntimateWeddings.com Christina Friedrichsen PO Box 113 Emeryville, ON CANADA N0R 1C0 ARIZONA

MSI (Multi-Systems, Inc.) Laura Kirby-Meck 7600 N 15th St, Suite 250 Phoenix, AZ 85020 CALIFORNIA

Two Fine Dogs Katie Wilson 926 Topaz Ct Ojai, CA 93023 Naja Tea Naja Hayward PO Box 4092 Lakewood, CA 90712 Georgina Rice & Co Inc Georgina Rice 550 15th St, Suite 36C San Francisco, CA 94103 COLORADO

Inn Matchmakers, LLC Roxanne Kolbe 8968 N Awl Rd Parker, CO 80138

FLORIDA

Bell Hospitality David Bell 9416 Royal Caluctta Pl Lakewood Ranch, FL 34202 MAINE

Aspiring Innkeeper Seminar —Get Innspired Kimberly Swan The Swan Agency Sotheby’s International Realty 43 Cottage St Bar Harbor, ME 04609 NEW JERSEY

Select Inns Richard Anderson 207 Goat Hill Rd Lambertville, NJ 08530 NEW YORK

DP Association Management Solutions Donna Powell 60 Sagetown Rd Pine City, NY 14871 OREGON

B&B Soap Co Emily Desmond 93 Oak St Ashland, OR 97520 WASHINGTON

Inn-Pictures Justine Smith 930 Andy Cooper Rd Port Ludlow, WA 98365 Comphy Co Robert Mishkin & Linda McCrae 7056 Portal Way, Bldg U-2 Ferndale, WA 98248

ASPIRING INNKEEPERS ARIZONA

Kim McCreery 20211 E Pecan Ln Queen Creek, AZ 85242 CALIFORNIA

Lauri Boyer 826 Orange Ave #129 Coronado, CA 92118 Tom O’Malley PO Box 808 Atascadero, CA 93423 COLORADO

Colin Maclean 16325 Prairie Farm Cir Parker, CO 80134 FLORIDA

Sven Uellendahl 3081 SE Chandelle Rd Jupiter, FL 33478 GEORGIA

Terry McCauley 2924 Ringle Rd Atlanta, GA 30341 Bettina Alam 2255 Parkview Ct NW Atlanta, GA 30318 KANSAS

Christina Keats 5067 N Prairie Ridge Rd Salina, KS 67401 KENTUCKY

Pam Theele 2526 Wisdom Dock Rd Albany, KY 42602

MASSACHUSETTS

PENNSYLVANIA

Julie-Lynn Wood 279 Main St Bridgewater, MA 02324

RHODE ISLAND

Joe Deedy 232 Ashley Ave West Springfield, MA 01089

MICHIGAN

Kimberly Komara 4116 E Spring Hill Rd Midland, MI 48642

Karen Young 14425 SE 165th ST Renton, WA 98058 WEST VIRGINIA

Caleb Barnes Davis and Elkins College 100 Campus Dr Campus, Box 518 Elkins, WV 26241

NORTH CAROLINA

Janice Salisbury 527 Ridgewood Ave Davidson, NC 28036

INTERIM INNKEEPERS

NEW JERSEY

ARKANSAS

Robert Dhuyvetter 293 Naughright Rd Long Valley, NJ 07853 Kathryn Padalino 133 Burlington Path Rd Cream Ridge, NJ 08514 Susan Barrett 5 Desert Rain Santa Fe, NM 87506 NEW YORK

John Clauer 1592 Yarrow Circle Bellport, NY 11713

Terry Murphy 36 Narrangansett Rd Portsmouth, RI 02871 WASHINGTON

Patricia Cole 6690 N 35th St Richland, MI 49083

NEW MEXICO

Robert Roethke 201 S 25th St, Apt 612 Philadelphia, PA 19103

Robin Rhodes R & R Innkeeping 7604 Ohio St #13 Little Rock, AR 72227 MISSOURI

Patti Lewis 1724 Tralee Ln Ballwin, MO 63021 UTAH

Nancy McLaughlin Inn the Interim Innkeeping PO Box 785 Park City, UT 84060

Regina Asaba 43 W 118th St New York, NY 10026

spring 2009 • innkeeping quarterly • 51

Inn Sales

Visit www.innsales.com for more listings.

Do you have an inn for sale? You can reach smart innkeeping professionals by advertising your inn for sale here in the next issue of Innkeeping Quarterly (IQ). For this and other advertising placements in IQ, please contact: Marlene Sapir at 800-468-PAII or marlene@paii.org.

innkeeping quarterly â&#x20AC;˘ spring 2009