2. The 14 Touches (of Guest Interaction) with Bill Bullard Inn at Occidental of Sonoma Wine Country Inn at Occidental of Sonoma Wine Country CABBI CABBI Bullard Partners Bullard Partners Slides available at www.bullardpartners.com

4. Proactive Approach The Rule of Fives The Rule of Fives Time vs. Money Time vs. Money

5. Rule of Fives When you are asked the same question five times OR You repeat the same guest task five times

6. Time vs. Money Peoples Free Time is now more Valuable $

7. Website Specials Specials Activities Activities Room Amenities Room Amenities Availability Availability 1 st Guest Interaction

8. Phone/Online Reservations 2 nd Guest Interaction Arrival Time Arrival Time Special Needs Special Needs Dinner Reservations Dinner Reservations Activity Reservations Activity Reservations Extras (e.g. Spa, Wine, Flowers) Extras (e.g. Spa, Wine, Flowers)

10. Confirmation 3 rd Guest Interaction Written or Email Confirmation Confirmation Mention Activities requiring Reservations Mention Activities requiring Reservations Extras – Separate Enclosure Extras – Separate Enclosure

12. Pre-Arrival Email 4 th Guest Interaction Looking forward to your stay Reminder about Dinner Reservations with Links Reminder about Dinner Reservations with Links Reminder about Activities requiring Reservations with Links Reminder about Activities requiring Reservations with Links Links to Weather website Links to Weather website Things not to Pack (e.g. Hairdryer, Robe, Slippers) Things not to Pack (e.g. Hairdryer, Robe, Slippers) Things to Pack (e.g. Laptop, Cell Phone, Light Jacket) Things to Pack (e.g. Laptop, Cell Phone, Light Jacket) Extras Available Extras Available

13. Arrival 5 th Guest Interaction Hand Guest all Reservation Cards Hand Guest all Reservation Cards –include Directions, Phone, Address Late Check-in Boxes Late Check-in Boxes

16. Late Check-in

17. Room Information 6 th Guest Interaction Inspect Rooms before Check-in Time Inspect Rooms before Check-in Time Welcome Note (by hand) Welcome Note (by hand) Guests dont listen during check-in Guest Directory Guest Directory Signs (pros/cons) Signs (pros/cons) –Place Info Card visible with Important Details e.g. Breakfast, Smoking, Check-out, Turn-down e.g. Breakfast, Smoking, Check-out, Turn-down Comment Card Comment Card Postcards Postcards Letterhead Letterhead Forgotten Amenities Forgotten Amenities Note Under the Bed/Over Armoire Note Under the Bed/Over Armoire

27. Guest Resources 7 th Guest Interaction Internet Access, wired/wireless Internet Access, wired/wireless Guest Computer (Facebook Fan?) Guest Computer (Facebook Fan?) Press Binder Press Binder Brochure Rack Brochure Rack

28. Evening Reception 8 th Guest Interaction Interaction Interaction Hosted Event Hosted Event Offer Dinner Menus and Recommendations Offer Dinner Menus and Recommendations Discuss Plans for next day(s) Discuss Plans for next day(s) Provide Map and Activity Pamphlets Provide Map and Activity Pamphlets Offer Personal Touch and Insight Offer Personal Touch and Insight

30. Return from Dinner 9 th Guest Interaction Provide Place to Deposit Comment Cards Provide Place to Deposit Comment Cards Sweet Dreams Sweet Dreams Tomorrows Weather info Posted or Slipped under Room Door Tomorrows Weather info Posted or Slipped under Room Door

31. Breakfast 10 th Guest Interaction Confirm Plans Confirm Plans Answer Additional Questions Answer Additional Questions Fail-Safe for Missed Guests Fail-Safe for Missed Guests Provide Recipes Provide Recipes

33. Check Out 11 th Guest Interaction Ask about Stay Ask about Stay Ask about any Questions Ask about any Questions Hand out Association Material Hand out Association Material

35. Thank You 12 th Guest Interaction Approximately Two Weeks Later Approximately Two Weeks Later Send Card and Gift Send Card and Gift –Picture Magnet –Tea Bag Repeat Guest Program Repeat Guest Program Response to Comment Card Response to Comment Card Ask for Online Reviews Ask for Online Reviews –e.g. TripAdvisor.com

36. Survey 13 th Guest Interaction Send Guests Online Survey (e.g. surveymonkey.com) Send Guests Online Survey (e.g. surveymonkey.com) –Ask Questions about the stay –Ask Questions about improvements that you are considering Include Contest for Free Stay to Create Interest Include Contest for Free Stay to Create Interest

37. Emails and Postcards 14 th Guest Interaction Touch Guests on a Regular Basis Touch Guests on a Regular Basis Provide Value within the Email Newsletter (Quality over Quantity) Provide Value within the Email Newsletter (Quality over Quantity) Offer Spur-of-the-Moment Specials to Driving-distance Guests only Offer Spur-of-the-Moment Specials to Driving-distance Guests only

38. Reading Sources Ultimate Service – The Complete Handbook to the World of the Concierge, Holly Stiel Ultimate Service – The Complete Handbook to the World of the Concierge, Holly Stiel Thank You Very Much – A book for anyone who has ever said May I help You?, Holly Stiel Thank You Very Much – A book for anyone who has ever said May I help You?, Holly Stiel Positively Outrageous Service, T. Scott Gross Positively Outrageous Service, T. Scott Gross The Diamond Cutter – The Buddha on Strategies for Managing Your Business and Your Life, Geshe Michael Roach The Diamond Cutter – The Buddha on Strategies for Managing Your Business and Your Life, Geshe Michael Roach

39. Go Implement! (but take small bites)

40. All I do is put out fires all day long

41. Thats My (other) Job!

42. The 14 Touches (of Guest Interaction) with Bill Bullard Inn at Occidental of Sonoma Wine Country Inn at Occidental of Sonoma Wine Country CABBI CABBI Bullard Partners Bullard Partners Slides available at www.bullardpartners.com