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The 14 Stages of Operations (for Guest Interaction) with Bill Bullard Inn at Occidental of Sonoma Wine Country Inn at Occidental of Sonoma Wine Country.

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Presentation on theme: "The 14 Stages of Operations (for Guest Interaction) with Bill Bullard Inn at Occidental of Sonoma Wine Country Inn at Occidental of Sonoma Wine Country."— Presentation transcript:

1 The 14 Stages of Operations (for Guest Interaction) with Bill Bullard Inn at Occidental of Sonoma Wine Country Inn at Occidental of Sonoma Wine Country CABBI CABBI Bullard Partners Bullard Slides available at

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

3 Website Hire a proven B&B website designer Hire a proven B&B website designer Expand from the basic pages- include EVERYTHING there is to do Expand from the basic pages- include EVERYTHING there is to do 1 st Guest Interaction

4 Phone/Online Reservations 2 nd Guest Interaction Ask only questions that you need to know Ask only questions that you need to know Use a simple form Use a simple form Record in RSVP book Record in RSVP book Process all reservations through single person Process all reservations through single person Check and Balance Check and Balance

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11 Confirmation 3 rd Guest Interaction typically Automated through guest software Automated through guest software Links to extras, activity & dinner website pages Links to extras, activity & dinner website pages Link to website directions and PDF file Link to website directions and PDF file

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15 Pre-Arrival 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

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18 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

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26 Paper Supplies Find your local paper wholesaler Find your local paper wholesaler – Select paper, cover stock, and envelopes that are stock items… no special orders Have local printer cut cover stock into ¼ sizes Have local printer cut cover stock into ¼ sizes Have your logo designer make a masthead Have your logo designer make a masthead Use MS Word to create cards Use MS Word to create cards Use a standard dot matrix or laser printer (Costco), consider color laser Use a standard dot matrix or laser printer (Costco), consider color laser Need Help? Find a 15-year old whiz kid Need Help? Find a 15-year old whiz kid

27 Late Check-in (formerly Supra) 1) 2) Key Safe Pro (big) Key Safe Original (small)

28 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 don’t 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 Use check off sheets Have templates Use word processor to create directory, signs, cards, letterhead, etc.

29 Room Checks

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

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40 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

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44 Return from Dinner 9 th Guest Interaction Provide Place to Deposit Comment Cards Provide Place to Deposit Comment Cards Sweet Dreams Sweet Dreams Tomorrow’s Weather info Posted or Slipped under Room Door Tomorrow’s Weather info Posted or Slipped under Room Door

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46 Music & Lights Timers

47 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

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52 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

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54 Create Reorder “Cards”

55 Thank You 12 th Guest Interaction After check out, print thank you envelope After check out, print thank you envelope Use an accordion file to store them Use an accordion file to store them Approximately Two Weeks Later Approximately Two Weeks Later Send Card and Gift (something less than one ounce, e.g. Picture Magnet, Tea Bag) Send Card and Gift (something less than one ounce, e.g. Picture Magnet, Tea Bag) Response to Comment Card Response to Comment Card

56 Survey 13 th Guest Interaction Create Survey with surveymonkey.com Create Survey with surveymonkey.com surveymonkey.com – Ask 3-5 questions about the stay – Ask questions about improvements that you are considering – Create logical questions and send positive guests links to online review pages Include Contest for Free Stay to Create Interest Include Contest for Free Stay to Create Interest

57 s and Postcards 14 th Guest Interaction “Touch” Guests on a Regular Basis “Touch” Guests on a Regular Basis – iContact, Constant Contact, Vertical Response Use guest management software to create custom groups or specific states to target Use guest management software to create custom groups or specific states to target

58 Go Implement! (but take small bites)

59 “All I do is put out fires all day long”

60 That’s My (other) Job!

61 What are you doing that’s unique? Idea/programInn Personalized business cardsAlexander Inn, PA Housekeepers pose teddy bears in guestroom with guest belongings Lamplight Inn, NY

62 The 14 Stages of Operations (for Guest Interaction) with Bill Bullard Inn at Occidental of Sonoma Wine Country Inn at Occidental of Sonoma Wine Country CABBI CABBI Bullard Partners Bullard Slides available at


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