YOU MIGHT BE AN INNKEEPER.....
if
you've ever contemplated a piece of bacon on somebody else's plate.
Things you don't want to hear...
What is the AAA rate?
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Florida Bed & Breakfast Inns' Quality Standards
Recommended
The Bedroom.
*Lighting on both sides of primary bed at an appropriate height for reading while propped up in bed
*Dresser or other adequate drawer space
*Window coverings should provide privacy and some light control and should be clean with no excessive fading.
*Bedside table on each side of primary bed except in specific decorative situations and/or adequate shelf space
*Flashlights or emergency lighting provided in each room (in sight, not in a drawer)
Preferred Amenities
*Facial tissue
*Alarm clock
*Lined wastebasket
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Ways To Save Energy
Stir up a breeze. Ceiling fans create a windchill effect, reducing the need for cooling by about 5 degrees.
Plug Leaks. Although most people consider this a winter job, it's just as important in the summer. One of the easiest, cheapest things you can do to reduce the cooling bill is seal cracks in the doors and windows. Use sealant or caulking to plug leaks between non-moving parts, and weather stripping around moving parts such as doors and windows. Choose good quality materials that will expand and contract with weather changes.
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GOING GREEN
Branch out and plant leafy trees to block the summer sun. A shade tree has the cooling effect of five air conditioners. Take cues from your house and note where the sun comes in hottest during the summer. Where you plant will depend in the direction your house faces.
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New Brochures are available for our member inns!
To request new brochures to be delivered to your door,
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ADVERTISING Opportunities are AVAILABLE on our Website and our Monthly Newsletter
Click herefor more information!
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Gift Certificates
Member Inns receive 100% of value of all Gift Certificates!
Now Redeemable at:
106 S. 4th Avenue
Wauchula, FL 33873
* Gift Certificates must be mailed in 30 days from date of receipt and within 30 days of their expiration date.
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Quick Links
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WINNER WINNER!
$25 Monthly Bonus
Winner for April is
.....(drum roll).....
Hampton Lake Bed & Breakfast
FBBI will credit $25 towards your next quarterly Dues. Congratulations.
As a Member Inn you can simply reply to FBBI letting us know you have read the monthly newsletter. By doing this, we are entering your Inn into a monthly pool where you can win a $25 Credit towards your next dues payment. You can win monthly. A drawing from all Inns who reply that month, will be taken and announced in the next Newsletter. So, stay tuned and good luck to see who our next winner will be.!!
Click here to win!
Mention Contest in the subject and enter your Inn Name, contact name, and phone number.
Good Luck!
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Florida Bed & Breakfast Inns
106 South 4th Avenue
Wauchula, Florida 33873
www.florida-inns.com
admin@florida-inns.com
Patricia Detwiler, President
863.767.8989 |
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Creating World Class Service
With Difficult and/or Unreasonable Guests
Notes from PAII Conference
Creating and sustaining first class service is a always challenging, but most difficult in the face of disappointed or dissatisfied guests. The goals of providing this service level remains constant: loyalty, referrals and good reviews. How you provide for both routine service and those with special situations ultimately decides your Inn's fate on these critical goals.
There are three keys in understanding delivery of first class service:
1)Look at everything through the lens of the guest,
2)Demonstrate genuine care regardless of cause and
3)Know what frustrates guests and fix these issues permanently.
Looking through the lens of the guest sounds easy, and many say they do this, but it is challenging. When guests arrive at a point of frustration or disappointment, many basic decisions on response need to have been included in your normal processes. Your goal in special situations is to measure the emotional response of a guest and reestablish confidence by your response.
One step that precludes many issues is service mapping. As an example, take the time to list out on paper in block diagrams the steps involved from guest arrival at your property through each step to their room: ie parking, signage, greeting, check-in, walk to room, billing, etc. Looking at these through the lens of your guests consider what defines first class service.
What aspects cause mediocre service? Having someone roll play the guest can lead you to the best- in- class actions that assure good outcomes for most guests. Two examples that came from housekeeping staff at key service providers:
1) Disney staff member began tucking in purchased stuffed characters while guests were away from their rooms.
2)Cruise ship housekeepers began making animal figures out of towels and leaving them on beds. Small ideas that create the final touch in extra thoughtful care.
Demonstrating genuine care should resemble a triangle. At the bottom level is the basic things your establishment promises..the accuracy level. If you say you have dvd players, you must. If beach towels are to be there they must.
The second level is availability and has to do with guest interaction when they need you. Whether it is restaurant information, local sights or just interest in the Inn and you, its your job to deliver. Both of these levels are considered potential dissatisfiers because when they aren't met, frustration begins setting in.
Above this lies partnership. These are things that go beyond the norm for the average guest. Like, helping them launder clothes when their flight is cancelled and they have to stay another night. Or printing their boarding passes, having extra toothpaste, helping locate a personal friend that lives nearby, etc.
And finally at the apex is Advice. At this level you are teaching a guest and confirming you are above the average. An example would be a car problem that occurs while your guest is at the Inn and you help them get the flat fixed, the car towed, whatever is needed that isn't really your responsibility, but you do it anyway.
Know the frustration factors for your guests and try to permanently solve them. If you have more than one complaint about a particular issue, what is keeping you from eliminating the issue forever? If it is cost, what is the cost of several dissatisfied customers or poor reviews? Come on..you know what they are! Quit procrastinating and get them fixed! When confronted by issues that may not be your fault, use a decision matrix that includes two key measures:
HERO Red Carpet
Severity
Empathy Fix It
Responsibility
Your response should be measured against where the issue falls in this grid and whether you are responsible and how severe the problem is. Example: Disney has a special squad to locate your car based upon when you arrived. They have a separate squad that unlocks cars where keys were left. Neither of these are really their problems, but they still provide a solution.
Food for Thought!
Byron McCutchen, Board Member
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FBBI BOARD MEETING
The regular quarterly meeting of the Florida Bed & Breakfast Inns Board of Directors was held on April 19 - 20, 2009 at the beautiful Lake Hampton Inn, in Stark, Florida. Your Board of Directors is working hard to make this Association the best it can be and looking forward to the future. The following are just some of the projects we are working on.
One of the projects we are working on is creating a "Rack Card', that we can distribute in the Welcome Centers around the State.
Much discussion was had on adding a Blog to our FBBI site and the logistics are still in the works for making that happen. This will increase our web ranking and is part of our overall marketing strategy.
Paula Register is revising our Key Hospitality Standards and they will be posted on our website for your perusal once they are completed.
John Johnson is engaging on a new Membership drive for Inns and Kathleen Hurley for Vendor Members. Pattie Detwiler will be putting together a power point presentation in an effort to reach local Bed & Breakfast Groups at their regular meetings. If you are a member of a local Association we would like to hear from you to help in this effort.
Byron McCutchen & Karrie Massie are working on our 2010 Conference and the excitement is already building about how great, educational and informative that will be for all of our Member Inns.
Our website is a work in progress. As we see items that need to be addressed to make navigation easier for our guests, we are making those changes.
The next quarterly Board Meeting will be held at The Cypress in Sarasota, Florida on July 19-20, 2009.
We always appreciate hearing ideas and suggestions from all of our Member Inns.
Pattie Detwiler, President
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If you know of any Inns in your area that are not members of FBBI, please let us know. Our goal this year is to reach more Bed & Breakfast Inns to strengthen the Association and add value-added marketing and resources to all affiliated members.
admin@florida-inns.com
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New Invoicing
Starting April 1, 2009, all invoices for quartley dues with be sent by email. FBBI is on the fast track to implement "going green", promoting the environment and saving costs. You may pay dues online at www.florida-inns.com or send payment to 106 South 4th Avenue Wauchula, FL 33873. |
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Cedar House Strawberry Bread
Ingredients:
3 cups Flour 
4 eggs beaten
2 cups sugar
1 cup oil
1 tsp. salt
2 - 10 oz pkgs frozen strawberries (smashed)
1 tsp baking soda
3 tsp cinnamon
Instructions:
Mix dry ingredients in large bowl. Form a hole in the middle. Mix eggs and oil and pour into hole. Add berries and mix by hand. Pour into 2 greased and floured loaf pans and bake at 325* for 1-1/4 hours or until done. Cool before cutting. Great with cream cheese on the side. Bread may be frozen. |
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