the 14 stages of operations (for guest interaction) with bill bullard inn at occidental of sonoma...
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The 14 Stages of OperationsThe 14 Stages of Operations (for Guest Interaction)(for Guest Interaction)
with Bill Bullardwith Bill Bullard
Inn at Occidental of Sonoma Wine CountryInn at Occidental of Sonoma Wine Country
CABBICABBI
Bullard PartnersBullard Partners
[email protected]@bullardpartners.com
707-823-0350707-823-0350
Slides available at Slides available at
www.bullardpartners.comwww.bullardpartners.com
Proactive ApproachProactive Approach
The Rule of FivesThe Rule of Fives
Time vs. MoneyTime vs. Money
WebsiteWebsite
Hire a proven B&B website Hire a proven B&B website
designerdesigner
Expand from the basic pages- Expand from the basic pages-
include EVERYTHING there is to include EVERYTHING there is to
dodo
11stst Guest Guest
InteractionInteraction
Phone/Online Phone/Online ReservationsReservations
22ndnd Guest Interaction Guest Interaction Ask only questions that you need Ask only questions that you need
to knowto know
Use a simple formUse a simple form
Record in RSVP bookRecord in RSVP book
Process all reservations through Process all reservations through
single personsingle person
Check and BalanceCheck and Balance
January 4 January 5 January 6Friday Saturday Sunday
$225 $225 1:Leaf Umbrella-Q $195
$225 $225 2:Sugar-K $195
$320 $320 3:Cut Glass-K $295
$290 $290 4:Tiffany-Q $255
$225 $225 5:Ivory-K $195
$320 $320 6:Sandwich Glass-Q $295
$290 $290 7:Quilt-Q $255
$320 $320 8:Marbles-K $295
ConfirmationConfirmation 33rdrd Guest Interaction Guest Interaction
Email typicallyEmail typically
Automated through guest softwareAutomated through guest software
Links to extras, activity & dinner Links to extras, activity & dinner
website pageswebsite pages
Link to website directions and PDF Link to website directions and PDF
filefile
Pre-Arrival EmailPre-Arrival Email 44thth Guest Interaction Guest Interaction
Looking forward to your stayLooking forward to your stay
Reminder about Dinner Reservations with LinksReminder about Dinner Reservations with Links
Reminder about Activities requiring Reminder about Activities requiring
Reservations with LinksReservations with Links
Links to Weather websiteLinks to Weather website
Things not to Pack Things not to Pack (e.g. Hairdryer, Robe, Slippers)(e.g. Hairdryer, Robe, Slippers)
Things to Pack Things to Pack (e.g. Laptop, Cell Phone, Light Jacket)(e.g. Laptop, Cell Phone, Light Jacket)
Extras AvailableExtras Available
ArrivalArrival 55thth Guest Interaction Guest Interaction
Hand Guest all Reservation Hand Guest all Reservation
CardsCards
– include Directions, Phone, include Directions, Phone,
AddressAddress
Late Check-in BoxesLate Check-in Boxes
Paper SuppliesPaper Supplies
Find your local paper wholesalerFind your local paper wholesaler– Select paper, cover stock, and envelopes that are Select paper, cover stock, and envelopes that are
stock items… no special ordersstock items… no special orders
Have local printer cut cover stock into ¼ Have local printer cut cover stock into ¼ sizessizes
Have your logo designer make a mastheadHave your logo designer make a masthead Use MS Word to create cardsUse MS Word to create cards Use a standard dot matrix or laser printer Use a standard dot matrix or laser printer
(Costco), consider color laser(Costco), consider color laser
Need Help? Find a 15-year old whiz kidNeed Help? Find a 15-year old whiz kid
Late Check-inLate Check-in
www.GESecurity.com(formerly Supra)
1) www.homedepot.com2) www.lvsales.com
Key Safe Pro (big)Key Safe Original (small)
Room InformationRoom Information 66thth Guest Interaction Guest Interaction
Inspect Rooms before Check-in TimeInspect Rooms before Check-in Time Welcome Note (by hand)Welcome Note (by hand)
Guests don’t listen during check-inGuests don’t listen during check-in Guest DirectoryGuest Directory Signs (pros/cons)Signs (pros/cons)
– Place Info Card visible with Important DetailsPlace Info Card visible with Important Details
e.g. Breakfast, Smoking, Check-out, Turn-downe.g. Breakfast, Smoking, Check-out, Turn-down Comment CardComment Card PostcardsPostcards LetterheadLetterhead Forgotten AmenitiesForgotten Amenities Note Under the Bed/Over ArmoireNote Under the Bed/Over Armoire
Use check off sheets
Have templates
Use word processor to create directory, signs, cards, letterhead, etc.
Room ChecksRoom Checks
Guest ResourcesGuest Resources 77thth Guest Interaction Guest Interaction
Internet Access, Internet Access,
wired/wirelesswired/wireless
Guest Computer Guest Computer (Facebook Fan?)(Facebook Fan?)
Burn Guest PicturesBurn Guest Pictures
Press BinderPress Binder
Brochure RackBrochure Rack
Evening ReceptionEvening Reception88thth Guest Interaction Guest Interaction
InteractionInteraction
Hosted EventHosted Event
Offer Dinner Menus and Offer Dinner Menus and
RecommendationsRecommendations
Discuss Plans for next day(s)Discuss Plans for next day(s)
Provide Map and Activity PamphletsProvide Map and Activity Pamphlets
Offer Personal Touch and InsightOffer Personal Touch and Insight
Return from DinnerReturn from Dinner99thth Guest Interaction Guest Interaction
Provide Place to Deposit Comment Provide Place to Deposit Comment
CardsCards
Sweet DreamsSweet Dreams
Tomorrow’s Weather info Posted or Tomorrow’s Weather info Posted or
Slipped under Room DoorSlipped under Room Door
Music & LightsMusic & Lights
TimersTimers
BreakfastBreakfast 1010thth Guest Interaction Guest Interaction
Confirm PlansConfirm Plans
Answer Additional QuestionsAnswer Additional Questions
Fail-Safe for Missed GuestsFail-Safe for Missed Guests
Provide RecipesProvide Recipes
Check OutCheck Out 1111thth Guest Interaction Guest Interaction
Ask about StayAsk about Stay
Ask about any QuestionsAsk about any Questions
Hand out Association Hand out Association
MaterialMaterial
Create Reorder “Cards”
Thank YouThank You 1212thth Guest Interaction Guest Interaction
After check out, print thank you After check out, print thank you
envelopeenvelope Use an accordion file to store themUse an accordion file to store them
Approximately Two Weeks LaterApproximately Two Weeks Later
Send Card and Gift Send Card and Gift (something (something
less than one ounce, e.g. less than one ounce, e.g. Picture Picture
Magnet, Tea Bag)Magnet, Tea Bag)
Response to Comment CardResponse to Comment Card
SurveySurvey 1313thth Guest Interaction Guest Interaction
Create Survey with Create Survey with surveymonkey.com
– Ask 3-5 questions about the stayAsk 3-5 questions about the stay
– Ask questions about improvements that Ask questions about improvements that
you are consideringyou are considering
– Create logical questions and send positive Create logical questions and send positive
guests links to online review pagesguests links to online review pages
Include Contest for Free Stay to Include Contest for Free Stay to
Create InterestCreate Interest
Emails and PostcardsEmails and Postcards 1414thth Guest Interaction Guest Interaction
““Touch” Guests on a Regular BasisTouch” Guests on a Regular Basis
– iContact, Constant Contact, Vertical iContact, Constant Contact, Vertical
ResponseResponse
Use guest management software to Use guest management software to
create custom groups or specific create custom groups or specific
states to targetstates to target
Go Implement!Go Implement!(but take small bites)(but take small bites)
““All I do is put out fires all day All I do is put out fires all day long”long”
That’s My That’s My (other) (other) Job!Job!
What are you What are you doing that’s doing that’s
unique?unique?Idea/program Inn
Personalized business cards Alexander Inn, PA
Housekeepers pose teddy bears in guestroom with guest belongings
Lamplight Inn, NY
The 14 Stages of OperationsThe 14 Stages of Operations (for Guest Interaction)(for Guest Interaction)
with Bill Bullardwith Bill Bullard
Inn at Occidental of Sonoma Wine CountryInn at Occidental of Sonoma Wine Country
CABBICABBI
Bullard PartnersBullard Partners
[email protected]@bullardpartners.com
707-823-0350707-823-0350
Slides available at Slides available at
www.bullardpartners.comwww.bullardpartners.com