the 14 stages of operations (for guest interaction) with bill bullard inn at occidental of sonoma...

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

bill@bullardpartners.combill@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

bill@bullardpartners.combill@bullardpartners.com

707-823-0350707-823-0350

Slides available at Slides available at

www.bullardpartners.comwww.bullardpartners.com