How to Handle Divisive Topics at the Breakfast Table
Transcription
How to Handle Divisive Topics at the Breakfast Table
Innkeeping winter 2012 | vi | i smart reading. smart innkeeping. Official magazine of the Professional Association of Innkeepers International www.innkeeping.org They Said What?! How to Handle Divisive Topics at the Breakfast Table New England Conference Highlight Tea is Inn! “ LivingSocial has changed our business. 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Go to www.americanhotel.com/bedandbreakfast or call 1-800-323-5686 ext. 4492 today! innkeeping now | www.innkeeping.org 559884_American.indd 1 11/24/11 12:22:49 AM Innkeeping smart reading. smart innkeeping. winter 2012 | vi | i 5 Official magazine of the Professional Association of Innkeepers International inside 8 on the cover They Said What?! How to Handle Divisive Topics at the Breakfast Table 8 Lively conversation with new friends is part of what makes the inn experience so unique and memorable. So, what do you do when one of your guests steers the topic into potentially stormy seas? features New England Conference Highlight 12 Spotlight on this year’s New England Innkeeping Conference & Trade Show, located in beautiful Cape Cod. departments 12 6 Key Notes: New Beginnings A note from PAII President & CEO Jay Karen. Marketing Matters: The Magic Pill Syndrome 16 Send comments, suggestions and contributions to Managing Editor Ingrid Thorson: [email protected]. Bill Mitchell discusses the pitfalls of relying on “magic pill” quick fixes for your internet marketing strategy. Food Glorious Food: The Spice of Life 20 The Eight Broads in the Kitchen share their tips on using herbs and spices to bring any dish to life. Tea Times: Tea is Inn! 23 Gail Gastelu shows how this versatile beverage can become a revenue source for your inn. Industry Events 27 Member Benefit Spotlight By the Numbers Ad Index 30 29 28 On the go? IN is online any time at: naylornetwork.com/pai-nxt 2 0 1 2 W INT E R | innkeeping now 6 keynotes New Beginnings i If you’re a member of PAII, you are holding in your hands the reincarnation of our printed magazine, Innkeeping Quarterly, now called Innkeeping Now. If you’re not a member of PAII, you should be receiving the digital edition. The name and design change signal two things—our desire to stay fresh and progressive, and our new partnership with Naylor. The name Innkeeping Now is meant to indicate our aim to bring content that is relevant right now to innkeepers. We know the pace of change is getting faster and faster in the lives and work of innkeeping, and by injecting the word “Now” into our magazine’s title, it puts that extra pressure on our staff, writers and other resources to ensure we’re not talking about old news. We want you to look forward to getting this magazine each quarter—but again, only PAII members will be receiving the printed version. There’s still something special about flipping through the pages of a quality print piece, and we want to reserve that benefit for our members. This issue also marks our first foray into a partnership with Naylor, a company with more than 40 years of experience working with trade associations in delivering print and electronic communications. The staff at Naylor will help ensure the financial sustainability of the magazine, while the PAII staff will remain in control of the voice and content. With the commencement of the partnership, we challenged the Naylor designers to come up with a new, fresh look for the magazine. I think you’ll like what you see. What else is going to be new with PAII? Expect a newly designed website very soon, as well as some fantastic new promotions in 2012 with the Better Way to Stay campaign. In addition, we will be hosting our third annual New England Innkeeping Show (April 30-May 2, Hyannis, MA) and our first Southeast Innkeeping Show (June 4-6, Greenville, SC). Oh, and you might as well mark your calendars for the 2013 Innkeeping Show – January 28-31. The location will be revealed at the upcoming Innkeeping Show in Little Rock. And lastly, if you didn’t get the news, as of January 1st, PAII is officially in our new home in Charleston, SC. Same staff...same phone numbers... same email addresses...new mailing address (295 Seven Farms Drive, Suite C-236, Charleston SC 29492). We are certain the Lowcountry will be a great place for PAII to call home for a long time. Go to innkeeping.org for updates on all the association happenings. Here’s wishing you a successful 2012. Best regards, IN is a publication of the Professional Association of Innkeepers International 295 Seven Farms Drive, Suite C-236 Charleston, SC 29492 p | 856.310.1102 innkeeping.org PAII STAFF Jay Karen President & CEO Brook Patterson Director of Vendor Services Jessie Robinson Director of Education & Events Erin Hembree Project Manager Isabel Abreu Membership Manager Ingrid Thorson Marketing & Communications Manager Marty DeLuca Bookkeeper Ellen Chenaux, Gail Gastelu, Danielle Hanscom, Yvonne Martin, Bill Mitchell, Debrah Mosimann, Kristie Rosset, Joyce Schulte, Lynette Scofield, Amy Drew Thompson, Kathryn White Contributors Published by Naylor, LLC 5950 NW 1st Place Gainesville, FL 32607 p | 800.369.6220 f | 352.332.1252 naylor.com Kathleen Gardner Publisher Erin Sevitz Editor Kent Agramonte Marketing Heather Ciocca Project Manager Jamie Williams Advertising Sales Director Joseph Bijesse, Wayne Childs, Maureen Hays, Shane Holt, Jacki Javers, Susan Maracle, David Smith, Lauren Vagnoni Advertising Sales Cal Harding, Emma Law Layout & Design Jay Karen President & CEO innkeeping now | www.innkeeping.org ©2012 Naylor, LLC. 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So, what do you do when one of your guests steers the topic into potentially stormy seas? innkeeping now | www.innkeeping.org 9 { } “The biggest mistake some innkeepers make is sitting down at the table.” w We’ve all been there, whether at a friend’s barbecue, an office holiday party or on a blind date. The talk is jovial, comfortable, lively and then—boom!—someone says something that just sucks the air out of the room. No one knows quite how to react or what to say. Or perhaps worse, someone does just that. As innkeepers, it’s in your job description to ensure the guests’ comfort above all else. That means you are the conversational lifeguard, which might entail jumping into the pool to redirect potentially poisonous chit-chat over your awardwinning French toast. STATING THE OBVIOUS Religion and politics are such obvious third-rail candidates that even Miss Manners and Dear Abby have fielded questions about diffusing potentially explosive conversations which these can raise. But these days, say some of your colleagues, there are additional hot-button topics you might want to keep an ear out for. “[Discussions that broach] sexual orientation, current wars or overseas conflicts can lead people to become extremely opinionated,” says Nancy Malikie, owner/innkeeper of the Gibson Mansion Bed and Breakfast in Missoula, MT. “Such talk can be truly offensive, turning a positive bed and breakfast experience into a bad one—especially for those for whom it’s a first B&B stay.” Roger Eberlin and wife Cecelia Bellomo of the Blue Door on Baltimore would likely concur, adding to that list sports teams and even occupations. While religion and politics are potentially devastating, the pair doesn’t actually see those come up very often. “Maybe in the company of strangers it is implied that these are not things you bring up. You might think that a person’s job is an odd choice; however, what we find quite often is that a person’s occupation will sometimes make them prone to taking the lead in conversation or, at a minimum, interrupting to interject their thoughts.” It’s not necessarily a third-rail topic, they note. “It’s an attitude to be wary of.” JUMP IN & STAY OUT OF IT Conflicting advice? Not really, say Eberlin and Bellomo. “We never participate in polarizing discussions.” Thirty-plus years of previous life experience in corporate sales and marketing have ingrained in them a knack for avoiding situations where things go ballistic. Sometimes it can be as simple as standing near the table and saying nothing. “After a few seconds, people think you want to ask them something about their breakfast, their service or comfort—something that you, as the innkeeper, have definite control over—this is why standing is so important.” One of Roger and Cecelia’s cardinal rules of innkeeping is to remain standing. “The biggest mistake some innkeepers make is sitting down at the table. The only time you should be seated is if you’re one-on-one to an individual or single couple—and even that can be dangerous. In a sitting position, you become part of the crowd and can lose sight of things that are happening.” Standing, they note, allows you to better read your guests. “We’ve noticed over the years that polarizing conversations tend to be led by one or two dominant people while the rest remain quiet either due to shyness or disagreement…perhaps showing uncomfortable body language. It’s a clear sign that things are heading in the wrong direction.” That, all queried agree, means it’s high time for an intervention, whether “hard” or “soft.” Knowing where your guests are from—geographically speaking—is important and also can aid you in steering a conversation, allowing you to interject a question, such as: What’s the general position on this topic in your area of the country? Most people, say the Blue Door’s innkeepers, “will usually stop for a minute to see what another [geographical area] is thinking as validation. Or, we can interject what our geography thinks. Since we’re close to D.C., sometimes we’ll have two opposing views to state and it could be a summation of the discussion before we ask what we can get for anyone.” “Isn’t it great that we can agree to disagree?” Malikie says she might interject. “How great is it that we each can have our own opinions and still live together?” Missoula, she notes, is a town well known for its diverse community. “We all have different beliefs but come together for the common good. By and large, it’s not a wealthy community, yet it supports many nonprofit organizations. If we see a potential clash at the table, we can incorporate how Missoula made it work.” Eberlin and Bellomo cite their inn’s apparent ignorance to the elements as an easy way to interject. “We have the luxury of having a 100-plus-year-old brick property that sometimes doesn’t realize it’s very hot or cold outside for a few days,” they joke. “Our concern for the guests’ comfort is appreciated at the very least and can derail the ‘persons in question’ for a little so that a new topic might arise based on a quip about our finicky old building.” 2 0 1 2 W INT E R | innkeeping now 10 THAT GUEST Neither Malikie, with a decade of experience, nor Eberlin and Bellomo, with four in innkeeping and another 10 in the hotel industry, have ever had an unthinkable horror story. Brian “Doc” Adams, however, about to start his sixth year as the proprietor of the 139-year-old Buffalo Tavern Bed and Breakfast in West Jefferson, NC, ran into a doozy of a guest not too long ago. The gentleman, in his early 70s, had arrived with his wife while Adams was out at a meeting. They had known ahead of time that his housekeeper—who often subs for him when necessary—would be serving the breakfast he’d prepared before leaving. During the meal, he shared with her his unsolicited opinions about both African-American and Jewish people, using less-than-palatable epithets, and making her extremely grateful no other diners were present. “She was very taken aback, very offended,” says Adams, “but didn’t respond except to say that she doesn’t discuss such topics with guests.” She notified Adams of what had transpired immediately, and at the time, the guest was out in the car waiting for his wife as they were attending a seminar in the area. “I met her on the front porch and explained that the comments and discussion he had with my housekeeper were inappropriate.” The wife assured him he wouldn’t be talking like that anymore—and he didn’t. “I’d already called my attorney and found out that I was within my rights to ask them to leave if I felt it were necessary,” he notes. Luckily, it didn’t come to that. Adams still breathes a collective sigh of relief that everything worked out okay. “It just so happened that that very night, I had guests staying with us who were coming from Israel!” Additionally, both the elder man and the Israelis had requested an early breakfast on the same morning during When It’s Okay their stays. “They ended up dining together,” Adams marvels. “And in the end I’m almost positive that the older man ended up giving us a glowing online review.” Adams hasn’t had any other close calls since, but says the man did give him one heck of a good story to tell. He says he’d have no problem hijacking and monopolizing a breakfast conversation for awhile to change its direction if the situation warranted, noting that there’s always something fun about his small-town area to discuss and break things up. The overall vibe of a property, stresses Malikie, is vital to the guests’ experience. “We love to share our part of the world with the people who are staying with us…to give them a relaxing home-away-from-home. We are a Victorian mansion, we play classical music during breakfast and we have a black Lab who is around (for guests to seek out) if they want some puppy love. We have very few house ‘rules.’” Malikie believes that her inn’s charm—and indeed the relaxing, homey atmosphere of any such property—fosters an environment in which guests will rarely broach hot topics. “In stressful times, in a fast-paced world, it’s good for us innkeepers to help them escape, relax and take a moment to just breathe. We find this makes for a time in which they won’t want to talk ‘world issues,’ but just enjoy a great meal and fun conversation.” If all else fails, perhaps a homey needlepoint of a poignant Shakespeare quote in the dining room might do the trick: “Conversation should be pleasant without scurrility, witty without affectation, free without indecency, learned without conceitedness, novel without falsehood.” Amy Drew Thompson is a freelance journalist and editor with nearly two decades of experience reporting and writing for consumer, trade and custom outfits. local topic of logging comes up. LeCount came a slight chuckle from an unenlightened allows conversations to take their course, fellow guest and we were so surprised that keeping an ear out for discord. we could only feel helpless in the awkward “What seems to be more of an issue is not the topic, but balancing the level of partici- fairgame topic at her intimate, seven-room Being an innkeeper, says Mark Chesnut, pation. Not everyone has to participate, but business travel editor at Orbitz.com and we try to be sensitive when one person is Contributing Editor at Passport, the largest holding forth when everyone else is ready to gay-travel magazine in North America, is move on.” in some ways like hosting a cocktail party LeCount recommends the subtle art of Local politics, says Lori LeCount, is a pause that followed.” with a diverse array of guests. “Part of the strategic seating to keep potential bullies at job entails keeping the conversation flowing bay. “I find that the head and foot of the table pleasantly. If you sense there’s a potential for are often taken by guests who think they conflict or discomfort, gently direct it toward should take charge,” she says. “I make sure topics guests have in common—classics like not to have those available.” the weather and geography perhaps.” And if Of course, awkward moments can still the conversation has already gone there? Ocean Wilderness Inn in Sooke on Vancouver happen. “We operate what we hope is an “Take a gentle but leading role in redirecting Island, BC, where she’s been running the inclusive B&B,” she notes, remembering it,” he offers, “perhaps taking a guest aside show for five years. In fact, so is U.S. politics. an occasion when one half of a gay couple if necessary to apologize if they’ve felt any “We’re ex-pats,” she says. Even the dicey introduced the other as their spouse. “There discomfort.” innkeeping now | www.innkeeping.org 12 2012 New England Innkeeping Conference & Trade Show HOST ED BY T HE PROFESS ION AL ASSOCI AT ION OF I N NKEEPERS I N T ER N AT ION AL The New England w Whether you are seeking ways to boost your success in the off-season, knowledge of the latest in marketing trends or much-needed time and space to swap ideas with your peers, the most progressive and in-depth educational opportunity is here. April 30-May2, 2012 Cape Cod, Hyannis, Massachusetts Hosted by P AII innkeeping now | www.innkeeping.org Welcome to the New England Innkeeping Conference & Trade Show. In the innkeeping business, it’s all about resources: human, facility, revenue, energy, supply, strategic and personal enrichment. So many facets go into creating and maintaining the gem that is your inn. The New England Innkeeping Show promises a variety of educational tracks that are tailored to assist you in all these areas. From marketing to management; from operations to physical and mental enrichment, we have a provision of workshops designed to ensure your continued innkeeping success in all its facets and functions. The New England Innkeeping Show is the perfect place within driving distance to spend a couple of days away from your inn and get connected, or reconnected, to the passion that drove you into this business. Additionally, you can save a bundle at the trade show. We have a program tailormade for New England Innkeepers which keeps your unique region and needs in mind. 13 General Sessions TUESDAY, MAY 1 and WEDNESDAY, MAY 2 Insights and Industry In our General Sessions we welcome you into the conference with inspiration, providing you with focused information designed to provide enrichment and encouragement. We know that it’s important to connect with leisure and business travelers, creating an experience that convinces them to become and continue to be inn goers. We also know it’s critical to continue to keep up with the hows and whys of marketing and public relations combined to create visibility of bed and breakfasts as THE choice for travelers. You’ll leave energized and excited about the bed and breakfast industry and our ability to connect with and cater to today’s travelers. New England Innkeeping Show Schedule (subject to change) Monday, April 30 8 a.m.-5 p.m. Registration Open 9 a.m.-5 p.m. Pre-Conference Sessions 2 p.m.-5 p.m. Aspiring Innkeeper Workshop Noon-5 p.m. Exhibitor Move In 5 p.m.-7 p.m. Trade Show Grand Opening and Reception on Trade Show Floor MONDAY, APRIL 30 Tuesday, May 1 Pre-Conference Exhibitor Connection Sessions An Exhibitor Connection is an educational presentation where attendees who are interested in the educational topic may attend and can expect an informative session. A limited number of Exhibitor Connections will be offered to attendees as pre-cons prior to the official start of each conference. 7:30 a.m.-5 p.m. Registration Open 9 a.m.-10:30 a.m. Opening General Session 10:45 a.m.-12 p.m. Workshops Aspiring Innkeeper Half-Day Workshop: What Would an Innkeeper Do? Innkeeping in 20/20 Hindsight A fast-paced combination of data and insight with ample opportunity for discussion about finding the right property, financing your purchase, establishing a thriving business and about the many aspects of the daily life of an innkeeper. Invest a half day with the experts and hear the real stories of innkeepers. Invest an afternoon with the experts, including Carol Edmondson of Innkeeping Specialists and others. And here’s a secret (okay, maybe not so secret): if you register for the full conference, you can attend the aspiring workshop for FREE! 12 p.m.–2 p.m. Lunch in the Trade Show 2:15 p.m.-3:30 p.m. Workshops 3:45 p.m.-5 p.m. Workshops 5 p.m.-7 p.m. Reception on the Trade Show Floor 7 p.m. + Dine Around On Your Own Wednesday, May 2 Trade Show is Closed – Move out day 7:30 a.m.-11:30 a.m. Registration Open 8:30 a.m.-9:30 a.m. General Session 9:45 a.m.-11:00 a.m. Workshops 11:15 a.m.-12:30 p.m. Workshops 12:30 p.m. Departure 2 0 1 2 W INT E R | innkeeping now 14 WHY CHOOSE NPC? National Processing Company (NPC), a Vantiv Company, is a trusted partner for all electronic payment acceptance needs, from credit and debit card processing, to check acceptance, recurring bill payment, gift and loyalty promotions, to PCI compliance and immediate working capital. Why NPC: ¾ NPC is large enough to offer the most competitive pricing, but also flexible enough to work to meet each business’ needs ¾ NPC processes payments for over 240,000 businesses ¾ NPC has over 40 years of experience in the payment industry ¾ NPC has a A+ rating with the Better Business Bureau (BBB) A Vantiv Company Your Key Advantages Improved security Upfront cash flow Convenience of customers payment preferences Easy online reports Web-based programs to set up payment plans National Processing Company is a registered ISO/MSP of First National Bank of Omaha, Omaha, NE. 558262_NPC.indd 1 innkeeping now | www.innkeeping.org 556126_BedandBreakfast.indd 1 10/25/11 1:06:34 AM 12/2/11 7:17:09 AM 15 New England Innkeeping Trade Show The New England Innkeeping Trade Show is more than just a place to find products for your inn. From the moment the hall opens with the Monday night Kick-Off Reception and continuing throughout the next day, you’ll enjoy networking and doing business with more than 40 vendors who cater to your industry, and many specifically to New England inns. Many exhibitors offer show specials that can save you money. Registration Pricing and Policies Registration Members Non-Members Standard Registration $189 $209 One Day Registration (Tuesday) $129 $139 One Day Registration (Wednesday) $69 $79 Aspiring Innkeepers Pre-Conference Seminar $59* $89 (includes silver) *If you are a member and register for the full conference you may attend the Aspiring workshops for FREE! Look for details about the workshops and preconference exhibitor connections on our website: www.newenglandinnkeepingshow.com Resort and Conference Center at Hyannis 35 Scudder Avenue Hyannis, MA 02601 April 30-May 2, 2012 Hotel Reservation Cut-Off Date: March 30, 2012 Rates include continental breakfast, free parking, free in-room internet access and applicable taxes Single: $147.40 Double: $158.80 In order to ensure the group rate you must call: (508) 775-7775 or toll-free (866) 828-9111 and ask for the Professional Association of Innkeepers International group rate. • Deposits are refundable (minus a $15 processing fee) only if the cancellation notice is received TWO WEEKS (14 days) prior to the scheduled arrival date. • If cancellation is received within two weeks of arrival, the deposit will be forfeited. • Failure to check in on the scheduled arrival date will result in loss of deposit and cancellation of the remainder of the reservation. Air Travelers Hotel Cancellation Policy • A deposit of one night’s room and tax will be taken by credit card at the time the reservation is made and applied to the final night of the stay. If you are planning to fly from a destination you can use either TF Green Airport in Providence, RI or Boston Logan and arrange ground transportation through one of the car rental companies at the airport. 2 0 1 2 W INT E R | innkeeping now 16 marketing matters The Magic Pill Syndrome w Those who seek easy solutions to internet marketing are destined to suffer the consequences. by Bill Mitchell, Co-founder, RezStream, Denver, Colorado We live in a society that regularly relies on quick fixes and easy solutions. If we have heartburn, it’s easy to just take a pill. Can’t sleep? There are pills for that. Overweight? Take another pill. Not eating right? Take more pills. No matter what the problem is, we repeatedly seek a simple solution. When it comes to internet marketing, we often look for the easy way to make more money. How we access the internet is changing so rapidly. As we enter the post-PC era with smart phones and tablet devices are exploding in popularity, internet marketing strategies are also shifting. Many smaller hospitality businesses are looking for “easy” solutions to their complex online marketing needs. Unfortunately, “one-size-fits-all” marketing solutions (in the form of template websites) almost always come with severe limitations. Fierce competition within the internet marketing arena is proving that quick and easy online marketing tools are usually not all they claim to be. In the late 1990s, many hospitality businesses made the mistake of blindly trusting national and local directory companies. These directories provided “low cost” template websites that were owned by the directories themselves. The websites were specifically designed to benefit the directory companies, not the end users. The re- sult for the individual businesses was that they had no actual control over their marketing efforts and branding. When they left these directories, businesses also lost their website content. Sadly, this pattern is repeating itself innkeeping now | www.innkeeping.org with the advent of cloud-based websites and mobile template websites. In a trend reminiscent of the late 90s, there are new companies offering cloud-based content management system (CMS) website templates that can be rented on a monthly basis. On the surface, these cloud-based CMS websites sound wonderful. Claims are made that CMS template websites are easy to set up. Further claims boast that traditional search engine optimization is not needed as these websites are “magically” built to rank higher in Google searches. The companies that provide these websites often offer “free” mobile websites and social media pages. Guess what? If the solution sounds too good to be true—it probably is! The truth is these cloud-based “magic pill” CMS websites have no custom search engine optimization, regardless of what you are promised. It is a fact that un-optimized websites cannot outrank websites that have custom search engine optimization (SEO). Placing a few random keywords into the text is no substitute for real SEO. Template solutions simply fail to deliver meaningful SEO results. In addition, you will not be able to change major layout elements of the design. If you do select a template website option, add custom search engine optimization to it. Do not rely on a company’s “default” search engine optimization settings! Some template websites also double as “mobile websites.” You simply click a setting and your regular template website is reformatted to look like a mobile website when viewed from a smart phone. The problem with this “solution” is that mobile searches 17 { Template solutions simply fail to deliver meaningful SEO results. } revenue), but they can be very costly. If most hospitality businesses just spent a reasonable amount on monthly internet marketing, they wouldn’t need to give ©istockphoto.com/franckreporter have different SEO standards than regular website SEO standards. Instead, your mobile website should be custom-built and have a different file name than your regular website, as in m.queenvictoria.com. Unless your mobile website is different from your regular website, you will suffer in Google’s mobile search algorithm. Google awards higher quality scores to mobile pay-per-click for websites that are specifically designed as mobile sites. “Imitation” mobile websites (regular websites just reformatted to display in mobile browsers) are still treated like regular websites in the eyes of Google. That’s no help when trying to improve your mobile search rankings. Finally, if you leave the company that provides a template website, you will also lose your entire website presence. Sound familiar? Overall, magic pill Web companies regularly mislead people about what it takes to achieve successful internet marketing. Their services often come with a hefty price tag, which can range from $300-$1,000 a month for these types of websites. In most cases, you are much better served to buy a reasonable custom CMS website and not pay any ongoing fees. Remember, while it may be cheaper up front to rent a website, you will actually end up paying more in the long run. Don’t be tempted to drink their “magic marketing” Kool-Aid. These solutions do not include meaningful SEO. Another popular option for “magic pill” internet marketing is to sign up for Groupon, Living Social, Jetsetter, Sniqueaway or other travel deal website bargains. The formula behind these sites is to give away long-term margin to gain immediate revenue. The explosion in popularity of bargain websites has coincided with the economic decline over the past four years. These websites offer special deals to consumers who are looking for travel bargains. Not that these deals don’t work (they can generate quick away the farm on special deals. In most cases, it is just bad business to ignore everyday marketing and then try to make up for it with special offers. Special offers only yield short-term revenue results. By focusing on the basics of SEO, you help your business increase ROI on a long-term basis. One more common (and all the rage) offering is social media marketing. Proponents advise that after tapping into the power of Facebook and other social media sites, you will make so much money you won’t even need a website. If you study where the money comes from in the internet marketing arena, social media revenue is woefully lacking compared to Google organic, Google PPC and local directories. For every $100,000 that a business makes from Google, it will make peanuts from Facebook. All data is not created equal. Social media data is of limited use compared to data that drives purchase decisions. People rely on Google to make purchase decisions. Google is still the king when it comes to making online revenue for most hospitality businesses. While social media marketing can work, especially for larger businesses and restaurants, it often produces far less revenue than it does hype for most hospitality businesses. It should also be noted that even traditional search engine optimization and internet marketing techniques are not a magic pill. Those who are desper- ate, or late adopters, should not expect instant results from adding SEO to 2 0 1 2 W INT E R | innkeeping now 18 I The Cucumber & Acai Collection liquids and exfoliating soaps are enriched with soothing cucumber and natural acai berry antioxidants to provide a pleasurable and healthy cleansing experience for your guests. Invigorating tea tree oil, a natural ingredient from Australia, is also included in all of the personal care items. SOOTHING. PURIFYING. INVIGORATING. their website. Those who hop from company to company will also suffer. Just like with most things, good things take time. Good results come from sound techniques and patience. Keep in mind that almost 80 to 90 percent of all websites are still poorly optimized. The truth is that most revenue comes from exploiting websites that are weaker than yours. If your website is well optimized with sound link building and a solid PPC setup, it will succeed in most cases. The formula for success hasn’t changed—take care of the basics, be patient and revenue will follow. { The formula for success hasn’t changed—take care of the basics, be patient and revenue will follow. } So what works best for a successful internet marketing strategy? First, own your website, be in control of your content and be able to make major changes quickly. Second, spend your money marketing your own website and not paying those who claim that they are all you need to succeed. Set a minimum monthly budget for internet marketing and mobile marketing. Don’t settle for a template mobile website. Have a custom mobile design and mobile marketing strategy. The one trend worth chasing today is mobile marketing. More people have smart phones in the world than own cars. Tablet use is growing extremely quickly. Having a custom mobile website and a custom mobile marketing strategy that includes mobile PPC is a must. Don’t cut corners by trying to make one size fit all your marketing needs. Conclusion: CUCUMBER It’s human nature to look for the easy way out. Being impatient, reaching for quick fixes and failing to understand the basics of internet marketing creates a recipe for internet marketing failure. Conversely, following the basics of SEO, having a dedicated mobile website and mobile marketing strategy and selecting the right internet marketing agency will ensure long-term success. This sound advice will make you more money from your internet marketing efforts in 2012. ACAI For more information, visit us online or call us today! 800-541-6775 EssentialAmenities.com [email protected] innkeeping now | www.innkeeping.org 555799_Essential.indd 1 208 Passaic Ave. Fairfield, NJ 07004 10/15/11 4:22:16 AM Bill Mitchell is Co-founder and Chief Operating Officer for RezStream, located in Denver, Colo. RezStream sells reservation software, online reservation booking engine services, Global Distribution System services, custom website designs and flexible internet marketing plans to businesses of all sizes in the hospitality industry. RezStream also provides ADA-compliance consulting services and ADA-accessible website services. 19 No More Hand Ironing — with Miele The HM 16-80 rotary iron provides the perfect r r r r German-engineered, high quality construction Sheets pressed in minutes Dependable results day after day Foldable for easy storage Contact: 8 professionallaundry.com 561219_Miele.indd 1 Ê800.991.9380 11/16/11 4:14:43 AM We know your risks. Our policies constantly respond to changes in your industry because the most dangerous risk is the one you never saw coming. Specialty insurance for inns. inninsurance.com 564663_Markel.indd 1 866-618-7107 2 0 1 2 W INT E R | innkeeping now 12/7/11 7:39:39 PM 20 food glorious food The Spice of Life m by The Eight Broads in the Kitchen More than two thousand years ago ships set sail in search of cinnamon and pepper. Early uses of both spices and herbs centered on medicine, magic and religion, and during the Middle Ages spices were in great demand in Europe. Egyptians used herbs to embalm, and in China and India herbs were a source of medicine. Christopher Columbus set out to find a better route to spices and found America. Most of us don’t think of our history lessons everyday when we pull cinnamon, nutmeg or maybe herbs de Provence off the shelf. We’re more likely planning and thinking about how best to flavor our morning offering or afternoon sweet treat. And maybe one of the best times to make great use of spices and herbs is when fresh fruits and vegetables are not in season, and the sweet and savory options open to us with the burst of flavor from these remarkable additives are the perfect solution. In researching this article we discovered, for example, that cinnamon is thought to be an anti-clogging agent for blood. Studies have shown that regular use of cinnamon can lower blood sugar levels, kill certain cancer cells and (our personal favorite) reduce arthritis pain when half a teaspoon is combined with one tablespoon of honey. Our kind of remedy! Spices are generally dried and then ground. Spices should be stored in a cool, dry place and not above the oven or stove (even if that is the most convenient option). Most dried spices and herbs will last a year; whole spices, like nutmeg that you grind as you use, will last three to five years. It’s okay innkeeping now | www.innkeeping.org to place spices and herbs in the freezer as long as the containers are tightly sealed. Don’t forget to smell or taste your spices and herbs. If they are flat or acrid, it’s time to pitch and restock. What are some of your spice options? Black pepper we all know well to add flavor to any dish. Salt, which is not a spice but a mineral, also enhances flavor. It’s surprising how much we use salt on unconventional foods like melons, apples and Asian pears. Sea salt, fleur de sel, black, pink and smoked sea salt are just a few of the varieties carried by stores and gourmet shops today. A gentle sprinkling on melon will bring out the flavor beautifully. Borsari Seasoning Salt, which is a blend of salt and herbs, has an interesting flavor when used on savory dishes. Cardamom is a sweet and aromatic spice which is great for cheesecakes, cookies, gingerbread and cakes. Cinnamon may be one of the most popular with innkeepers, but be sure to try cinnamon from Penzeys or another spice company. Ceylon, China Tung Hing, Korintje Indonesian and Vietnamese Extra Fancy are a few of the options. If you haven’t sniffed these marvelous cinnamons, you won’t know what you (and your guests!) are missing. The difference is in the oil percentages. A good quality Saigon cinnamon will contain up to five percent oil and a sniff will knock your socks off. Be careful when using with yeast doughs, though; cinnamon inhibits the growth of yeast so is often combined with sugar, which feeds yeast and promotes growth. Cloves are perfect for applesauce, cranberry relish, syrups and other 21 { One of the best times to make great use of spices and herbs is when fresh fruits and vegetables are not in season. baked fruits. Cumin is one of the spices that makes Mexican food so remarkable and is great in egg dishes. Toasting whole cumin seeds in a small frying pan and then grinding in a mortar and pestle will enhance and deepen the flavors. Nutmeg is a great accompaniment to boiled grapefruit, and have you tried it in cookies and cakes? Fresh whole nutmeg is easily grated using a microplane or fine grater. Use with caution, as fresh nutmeg is intense in flavor. The Eight Broads’ peach clafouti recipe found on our blog uses nutmeg and is truly fabulous. Ginger can decrease motion sickness and nausea and is the one to reach for with fresh fruit, especially peaches. How to use spices? It doesn’t have to be complicated. Dip berries or bananas in low-fat sour cream and then in a mix of 1 teaspoon ground cinnamon and ¼ cup brown sugar. Be sure to add vanilla to whipped cream or caramel sauce. Or, whisk together 1 cup of Greek yogurt, 2 tablespoons of honey and ½ a teaspoon of cardamom and serve over roasted plums or poached pears. Delish! Closely related to spices are herbs. Both herbs and spices add flavor and change the character of what you are making. One can make or break a dish with the correct addition of either and some experimentation is in order. As a teenager one of us made some filled pastetas and thought that because they called for a small amount of oregano and thyme that more was better. She proudly served these beautifully baked pastries for dinner to oohs and ahs } until the family took the first bite. Let’s just say that too much of a good thing is—too much. More is certainly not always better. Basil has come into vogue, and there are few herbs more fragrant and beautiful to incorporate than fresh basil. Tomato and basil are kissing cousins and mix well. Parsley is the all-around herb and enhances the flavor of any other herb with which it is combined. Not only does it contribute a bright fresh color, but its subtle flavor highlights other flavors without overwhelming them. Thyme and marjoram are similar in appearance and combine well with meats. Add them to freshly ground pork and veal to create flavorful break- fast sausage patties. Tarragon has a flavor all its own and is the defining flavor in Béarnaise sauce. Use carefully, but mastering a classic Béarnaise sauce is a thing of beauty and has many uses at breakfast, most notably as the topping for Eggs Benedict. Rosemary is an herb with an attitude and is wonderful in combination with parsley, basil, marjoram and thyme. A great winter side dish is to dice boiled potatoes, add the above herbs chopped and combine with some diced onion, Herbed Scrambled Eggs This is a versatile and delicious breakfast dish that can be adapted to what is in season. It holds up well in a 180-degree oven or a chafing dish on a buffet table. This recipe can be easily doubled. For a simple breakfast I use parsley or a mixture of parsley and lovage and serve it with a side of smoked bacon. To dress it up I use dill and top with ribbons of smoked salmon. For a summer breakfast I use basil and serve it with a side of roasted grape tomatoes. Serves 4. Ingredients • 6 large eggs • 4 ounces cream cheese • ¼ cup light cream • ½ teaspoon sea salt • Freshly ground pepper to taste • 1 tablespoon unsalted butter • 1½ tablespoon fresh herbs such as parsley, basil, tarragon, lovage or dill finely minced Directions In a small glass bowl microwave cream cheese for 20 seconds—you want it to be very soft. In a large bowl whisk together eggs, light cream, salt, pepper and one tablespoon of herbs. Add cream cheese and stir together. It doesn’t need to be totally incorporated. In a large frying pan heat the butter over medium heat until it foams. Stir in the eggs and cook until small curds form (approximately seven minutes). Be careful not to let it brown. Divide amongst four plates and sprinkle with the rest of the fresh herbs. If it goes on a buffet I’ll put it in a chafing dish and sprinkle with the rest of the herbs. Kathryn White, The Beechmont Inn B&B 2 0 1 2 W INT E R | innkeeping now 22 Almond Spice Cookies Ingredients • 2 cups flour • 1 cup sugar • 2 teaspoons baking soda • 1 egg • 1 teaspoon salt • 4 tablespoon molasses • 1 teaspoon each cinnamon and ginger • 1 teaspoon vanilla • ½ teaspoon each allspice, nutmeg and cloves • ½ cup sliced almonds • ¾ cup oil Directions Sift together flour, salt, baking soda and spices. Set aside. Beat together oil and sugar until well blended. Add egg, molasses and vanilla. Blend. Stir in dry ingredients and then almonds. Dough will be fairly stiff. Drop by tablespoons on to a greased cookie sheet. Bake at 350 degrees for 10 minutes. Remove from baking sheet and cool. Store in an airtight container with a slice of bread to preserve chewy texture. Lynnette Scofield, The William Henry Miller Inn Breakfast Wrap This recipe has two real benefits. One: as few or as many can be made to fit your “house.” Two: it is a really great way to highlight herbs! Ingredients • Package of tortillas (we use spinach/basil); one for each guest • Cream cheese (approximately one ounce per person)—mix in chopped fresh parsley and dill with a bit of sea salt to bring out the fl avor • Shredded Jack and cheddar cheese (about ¼ cup per serving) • Plum tomatoes that have been chopped (about ¼ cup per serving). Season with chopped fresh basil, a drizzle of olive oil and sea salt and then roast in the oven for no more than ten minutes at 425 degrees. • Two large eggs, scrambled, per person Directions Layer the warmed tortilla with a spread of the herbed cream cheese and the tomatoes. Add scrambled eggs and lastly the Jack and cheddar cheese. Fold the tortilla around the ingredients and place on a metal tray with aluminum foil covering the wraps to keep them moist. They can be kept warm in a 350 degree oven until ready to serve. Slice each wrap on the diagonal. Serve with roasted potatoes and cranberry chutney. How to garnish? Fresh herbs, of course! Jazzy Sausage—Sugar and Spice and Everything Nice Insipid sausage for breakfast again? Not with Jazzy Sausage! Michael Salmon, owner/chef of Hartstone Inn in Camden, Maine, created a “Cumin-Spiced Bacon and Sausage Roll” to serve with breakfast. At Birchwood Inn, we leave out the bacon and roll the sausage in the spices. This is one of our WOW! recipes. Ingredients • ½ cup brown sugar, firmly packed • ½ teaspoon ground cardamom • 2 tablespoon chili powder • ¼ teaspoon ground cinnamon • 1½ teaspoon ground cumin (Michael also • ¼ teaspoon ground cayenne pepper adds 2 teaspoon whole cumin) • 2 teaspoon anise seeds • 1 teaspoon ground coriander • Sausage links Directions Mix the sugar and spices together and store in an airtight container. When you are going to serve the sausage, preheat the oven to 400 degrees. Spoon several tablespoons of the mixture on a plate and roll sausage links in the spice mix until well-coated. Place the sausage on a small cookie sheet and bake for 10 minutes. Store the rest of the sugar-spice mixture in an airtight container for the next time you are having sausage. Jazzy Sausage can be served as an accompaniment to both savory and sweet breakfasts. Ellen Gutman Chenaux, Birchwood Inn innkeeping now | www.innkeeping.org peppers and olive oil. Put the potato mixture in a Ziploc bag overnight. The next morning place the contents of the bag onto a cookie sheet and roast at 375 degrees for 25-30 minutes. When browned and ready, sprinkle with some sea salt and serve to rave reviews. Herbs are easy to grow even for the black-thumbed gardener. Those of you who have harsh winter months can plant herbs in window boxes that are brought inside when the first frost bites. Parsley, chives, marjoram and thyme all grow well indoors. There are few things as satisfying as using fresh herbs year-round. Turning a ho-hum breakfast into something your guests will remember and talk about can be as easy as recreating with some herbs and spices. We have included some Eight Broad recipes that highlight just how amazing herbs and spices can be. Happy Breakfast! Danielle Hanscom Brampton Inn Ellen Chenaux, Birchwood Inn, Lenox, Mass. Danielle Hanscom, Brampton Inn, Chestertown, Md. Yvonne Martin, White Oak Inn, Danville, Ohio Debrah Mosimann, Swiss Woods Inn, Lititz, Pa. Kristie Rosset, Lookout Point Lakeside Inn, Hot Springs, Ark., Joyce Schulte, Chambered Nautilus Bed and Breakfast Inn, Seattle, Wash., Lynnette Scofield, William Henry Miller Inn, Ithaca, NY Kathryn White, Beechmont Inn Bed and Breakfast, Hanover, Pa. The Eight Broads in the Kitchen are innkeepers from across the U.S. who have become great friends over the years. All of us run small inns where breakfast, desserts and dinners are part of what we do. Our inn recipes define us and are eclectic, practical and just downright fun. We strive to make the travel experience truly something wonderful to remember, highlighted by the wonderful creations coming from our kitchens, the signature of what we do. tea times 23 Tea is Inn! by Gail Gastelu i Is your inn “in” when it comes to serving tea or an afternoon tea service? Have you given any consideration to using afternoon tea as a profit center? If your B&B or inn is not serving tea, you may not be “in” in the eyes of your guests. In honor of National Hot Tea Month in January, this column is debuting in Innkeeping Now to assist innkeepers in creating profit centers around tea and afternoon tea services. We will discuss trends in the tea industry and learn about tea and how to share the tea experience with your customers. Through this column and online, we encourage all innkeepers to write in, ask questions and share tea experiences with us. We will work to answer your questions quickly and share more detailed responses through this quarterly column in the magazine. This is the time of year people in the tea industry work to satisfy customers through a busy season of consuming { Tea is the most consumed beverage next to water. hot tea. It is a great time of year to launch new lines or new varieties of tea. Tea is the most consumed beverage next to water, so it definitely deserves a bit of thought and consideration as you begin to plan for a profitable new year at your inn. Certainly you have happy customers who return on a regular basis because they enjoy your location, services, atmosphere, etc. But how do you bring in more guests and new faces from both near and far? One answer is a full afternoon tea service. Not just an afternoon cuppa accompanied by a cookie, but a full tea service complete with finger sandwiches, scones and other treats (a service for which you will be able to charge extra money and accept special reservations). What about the tea itself? Have you considered serving high-quality, looseleaf teas? Rather than the quick, selfserve variety of tea made in the same machine as your quick serve coffees, } 2 0 1 2 W INT E R | innkeeping now 24 you will need to offer a variety of highquality teas. You will need to learn how to properly steep each type of tea for optimal enjoyment. For example, did you know that white and green teas should not be prepared with boiling hot water? The water temperature needs to be lower for these types of teas or the resulting brew will be bitter and undrinkable. Adding high-quality teas to your pantry opens up even more profit centers. You may host special events 562521_Ellery.indd 1 featuring different tea origins, tea tastings, etc. High-quality tea is also something to sell in your shop along with your logo mugs, etc. You might think about creating a “signature tea” for your inn. Tea is also an incredible beverage for food pairings. Treat it as you would a fine wine and think of numerous ways to pair with different courses. If you would like to get a jump start on adding quality tea and tea services to your inn, first, choose your tea. Do 11/29/11 not launch an afternoon tea service until you have chosen a fine selection of teas. This will take some time and adjustments can be made as you discover which teas are the most popular with your guests. Start by purchasing small quantities—approximately two ounces—of loose-leaf teas from a local tea retailer or online. Or, search for a tea wholesaler right away and ask for special pricing for samples. Discover what types of teas are most pleasing to you and then purchase larger quantities of loose-leaf tea directly from the wholesaler. When you begin your search, remember that tea (scientifically known as Camellia sinensis) all comes from the same plant. White, green, oolong and black tea are all from the same plant but are processed differently. Black tea is the most processed and strongest-tasting. White tea is the least processed and lightest-tasting. Herbal varieties are known as tisanes, not tea. This is another topic we will discuss at greater length in a future column. Begin to consider tea in the same way you consider quality linens, quality toiletries and quality services for your guests. These things set you apart from your competition and show your guests how important they are to you and how dedicated you are to making their stay and future stays incredibly comfortable, exceptional 12:07:23 PM experiences. If you would like to submit questions, contact Gail directly by email at [email protected]. G Gail Gastelu specializes c in informattion management a and is currently w working within tthe tea industry to educate d t and d connect businesses and consumers through tea. Gail has been publishing The Tea House Times since 2003. She also produces Tea Course continuing education, a Tea Bureau resource directory and other services to the industry. See gailgastelu.com or theteahousetimes.com for more information. innkeeping now | www.innkeeping.org 562423_American.indd 1 11/29/11 10:55:12 AM crossword Across 1 5 8 9 12 13 14 16 18 20 23 Essential factor in the running of any B&B Times people are with you Check out time, often Important financial aspect to running a B&B (2 words) Gentleman __ and behold This type of husband may need his own room! Managed Time just before On the way (2 words) Location indication Down 1 2 3 4 5 6 7 10 11 15 17 19 One kind of room offering Every guest has to have one Popular Environmental watchdogs, for short Globe atlas, for example Attraction Making a sweater The lady, for short Open a bottle No longer working, abbr. Business people require this (goes with 26 down) Celebrity 25 24 28 30 31 Leave Part of B&B Corporate bigwig, abbr. Late afternoon freebie in some B&Bs (3 words) 33 Complete collection of cutlery, say 34 Eat dinner 35 Work places 1 2 3 8 4 9 14 A good listener? Editors, for short Before Made a deep impression Goes with 17 across Bathroom dryers Soup containers Total, the bill (2 words) Inn promotions 15 16 18 20 21 23 24 28 19 22 25 29 31 32 33 34 7 12 17 20 21 22 25 26 27 28 29 32 6 10 11 13 5 26 27 30 35 CROSSWORD BY MYLES MELLOR THE LUXURY COLLECTIONS C R E AT E U N F O R G E T TA B L E M O M E N T S Since 2008, Innkeeper’s Advantage has kept pace with the Internet technology needs of busy innkeepers. No other system can claim so many features and beneÀts. Get an integrated turnkey technology suite that is reliable, secure and PCI compliant with real time Web site update. Every innkeeper enjoys courteous and knowledgeable service and support. Let us help you become more independent and take the technology burden off your shoulders. This collection of pampering body care products is fragranced with a floral blend of grapefruit, jasmine and vetiver for everyday use & well-being. 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Virtual Cities· 1st Travelers Choice is a pictorial lodging directory that features bed and breakfast inns, small hotels, vacation rentals and dude ranches. Web users can Ànd your property by region, and other specialties such as pet friendly lodging, wedding sites, family friendly inns, or recreational indexes. Low annual fee - high quality presentations. nomoi quality photography www.jflakes.com 558068_Nomoi.indd 1 www.virtualcities.com 562004_Traveler.indd 1 11/5/11 4:30:58 PM P.O. Box 133079 Tyler, TX 75713 (903) 561-9300 • (800) 809-7111 [email protected] 2 0 1 2 W INT E R | innkeeping now 11/30/11 4:31:01 PM 28 member benefit spotlight d Did you know that as a Gold or Platinum PAII Member, you get all of the monthly Lunchtime Learning Webinars for free? This includes the recorded versions that are in the innkeeper’s store on the website www.innkeeping.org. If you’re a Silver PAII Member, you get all the webinars at the member price. If you’re interested in viewing or participating in more than one, you should contact Isabel Abreu, PAII Membership Coordinator, to upgrade your membership to get these educational resources for free. innkeeping now | www.innkeeping.org Hosp Ad Innkeeping magazine.indd 1 12/22/11 4:34:42 AM by the numbers 29 90 14 8.3 4.6 The percentage of travelers who are planning to take two or more leisure trips next year. Compiled from the responses from more than 2,700 U.S. travelers in this year’s annual TripAdvisor survey. The percentage increase in RevPAR for B&Bs and inns from 2010 to 2009, reaching a median rate of $57. Taken from the 2011 Industry Study of Innkeeping Operations & Finance, available on www.innkeeping.org/store. The percentage INCREASE of travelers planning to stay at B&Bs in 2012 in comparison to 2011. Compiled from the responses from more than 2,700 U.S. travelers in this year’s annual TripAdvisor survey. 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Tea and Chi 2044 14th Ave, Pueblo Arcade 10 & 11 Vero Beach, FL 32960 www.teaandchi.com Toll-Free: 1-866-876-0768 12/1/11 6:02:28 559501_Tea.indd PM 1 2 0 1 2 W INT TER | innkeeping nkee now no 11/22/11 4:50:11 AM 30 ad index ADVERTISING/MARKETING/PROMOTIONS Living Social . . . . . . . . . . . . . . . . . . . . . .Inside Front Cover www.livingsocial.com AMENITIES American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4 www.americanhotel.com Concept Amenities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 www.conceptamenities.com Essential Amenities Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . 18 www.essentialamenities.com APPLIANCES/EQUIPMENT Miele, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 www.mielepressroom.com APPRAISAL/VALUATION/REAL ESTATE AGENTS The B&B Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 www.bbteam.com ARTISTS/PHOTOGRAPHERS Nomoi Design LLC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 www.jflakes.com ASSOCIATIONS Select Registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 www.selectregistry.com BED & BREAKFAST INTERNET DIRECTORIES 1st Traveler’s Choice. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 www.virtualcities.com BED BUG PROTECTION Global Interiors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 www.thebedbugpolice.com CREDIT CARD SERVICES NPC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 www.npc.net Tom Weiskotten Credit Card Processing. . . . . . . . . . 27 www.tom-weiskotten.com CUSTOM STONEWARE Sunset Hill Stoneware LLC. . . . . . . . . . . . . . . . . . . . . . . . 26 www.shstoneware.com CUSTOM STONEWARE MUGS Deneen Pottery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 www.deneenpottery.com FOOD & BEVERAGE Tea and Chi/River Rock . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 www.teaandchi.com FURNITURE, FIXTURES & EQUIPMENT HD Supply . . . . . . . . . . . . . . . . . . . . . . . . Inside Back Cover www.hdsupplysolutions.com FURNITURE/FURNISHINGS American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4 www.americanhotel.com GREEN/SUSTAINABLE PRODUCTS American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4 www.americanhotel.com INSURANCE Markel Corporation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 www.markelcorp.com INTERIM INNKEEPERS/INNSITTERS Interim Innkeepers Network. . . . . . . . . . . . . . . . . . . . . . 29 www.interiminnkeepers.net LINENS, BEDDING & ACCESSORIES A & S Suppliers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 www.hotelitems.com American Hotel Register. . . . . . . . . . . . . . . . . . . . . . . . . . . .4 www.americanhotel.com American Hotel Supplies.com dba Consumers Interstate Corp.. . . . . . . . . . . . . . . . 24 www.americanhotelsupplies.com Comphy Co . . . . . . . . . . . . . . . . . . . . . Outside Back Cover www.comphy.com Ellery Homestyles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 www.elleryhomestyles.com Miele, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 www.mielepressroom.com Taylor Linens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 www.taylorlinens.com PROPERTY MANAGEMENT SOFTWARE Availability Online. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 www.availabilityonline.com REAL ESTATE CONSULTANTS TMG-Virginia Inn Brokers . . . . . . . . . . . . . . . . . . . . . . . . . .7 www.virginiainnbroker.com TRAVEL SITES TripAdvisor . . . . . . . . . . . . . . . . . . . . . . . Inside Back Cover www.tripadvisor.com WEB SERVICES Availability Online. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 www.availabilityonline.com BedandBreakfast.com . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 www.bedandbreakfast.com Innkeepers Advantage . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 www.innkeepersadvantage.com RezStream. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 www.rezstream.com crossword solution to page 25 S E R V I C E I O N P C A N O O N M U G L O S N O R E I C E E N R O U T A T R B R E A K F A R D O W I N E A N D E D U L S U P S E T Come visit our Booth at the Innkeeping Show in Little Rock! innkeeping 1now | www.innkeeping.org 556456_Global.indd 10/13/11 11:01:14 PM S T A Y S P L E S H F L O W H E U I E R R A N E V E G E I P D E P A R T C E O S T C C W C H E E S E E S L D E S K S */530%6$&:0634&-' 5007&3.*--*0/ 53"7&-&34*&7&3:%": Reach travelers on the world’s largest travel site more effectively than ever before with a TripAdvisor Business Listing. t %JSFDU#PPLJOHTreduce OTA commissions with direct contact details t 4QFDJBM0GGFST increase your exposure on high-traffic search pages t 1SPGFTTJPOBM4MJEFTIPX spotlight your property’s best features 4PVSDFDPN4DPSF.FEJB.FUSJY8PSMEXJEF"VHVTU UPMMGSFF .POEBZ'SJEBZBNQN&45 www.tripadvisor.com/BusinessListings 562351_Trip.indd 1 09/12/11 10:32 AM HD Supply’s Winter Savings Make sure your property is safe and accessible! As winter approaches and the seasons change again, your property may be in very dry areas and run the risk of fire or you may be gearing up for wet and snowy weather. Either way, HD Supply has you covered! As a good rule of thumb, you should check/replace your smoke detectors, batteries and fire extinguishers regularly. Safety of your property and your guests is always top priority. For pricing, please contact BryLynn Todd at [email protected] to make sure you have an account with HD Supply and it is set up under PAll! 556164_HDSupply.indd 1 12/2/11 5:17:58 PM Big things are happening at Comphy! Come see the newest colors and patterns we’re adding to our industry leading products! “LOVE THE SERVICE! I just wanted to say that every time I have called to order sheets and or blankets from you your staff has been Great! They are so helpful and very kind. Our guests love the sheets and blankets as I have sold a lot in the retail gift shop and have also drop shipped directly to them.” ~ Debra, Inn at Cedar Falls The absolute best in microfiber sheets! Stop by the Comphy booth at the PAII Innkeeping Conference and Trade show—booth 119 & 218, the PAII New England Innkeeping Conference and the PAII Southeast Innkeeping Conference to see Ashley & Linda! ~ Changing the world, one bed at a time ~ www.comphy.com Tel: 323-225-8234 7034 Portal Way #110 Ferndale, WA 98248 [email protected] Get online today with our complete online booking system Hotels • Motels • Inns • Bed & Breakfast • Vacation Rentals • Boutique Hotels Now is the best time to upgrade your Booking system WebReserv is a cloud-based booking system. It's easy to set up and easy to use. With WebReserv your booking system is open 24/7 and can be accessed from your office, your home or on the road. All you need is an Internet connection. 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Visit us online at www.webreserv.com/start or call 1-800-693-5131 Get online today with our complete online booking system Ranches • Lodges • Campgrounds • Hostels • Marinas • Property Managers WebReserv Booking System Highlights Online Management System Master calendar shows availability and utilization View, add and edit reservations Manage customers with customer database Setup products/services & rates Create discount codes View daily activity reports and monthly reports Charge credit cards and view customer balances Booking Calendar View products/services and availability Search by dates or product/service Takes customer through entire booking process Always up-to-date with your online management system so no double-booking occurs Can easily be added to your website or facebook page Automatically emails you and your customer when a new reservation has been made WebReserv Business Listing Your business gets listed on our portal for free Includes business description, pictures, map, directions and reviews Allows customer to complete entire booking process Always up-to-date with your online management system and booking calendar so no double-booking occurs Automatically emails you and your customer when a new reservation has been made WebReserv Mobile App 2012 Get your business gets listed on our new iPhone and Android app Includes business description, pictures, map, directions and reviews Allows customer to complete entire booking process Always up-to-date with your online management system - just like the booking calendar Visit us online at www.webreserv.com/start or call 1-800-693-5131