You know your guests. When they check
in, they are already eager with expectations. Typically, they’re in pursuit of
the perfect balance – the creature comforts of home mixed with the added perks
and pleasures of a property like yours.
So, yes. From the maintenance of each
guest room to the selection of bath soaps and towels, those small details make
a big difference. Consider these three tips a friendly reminder about the everyday
essence of a great guest experience.
1. Offer welcoming amenities
One of the first things your guests
will do is explore the amenities of their room. This might include cold water
bottles, a fully stocked snack bar, enticing bath soaps, and cozy bed linens. Maybe
add a local touch as well. It’s all about showing guests how much you care
about their comfort.
2. Keep rooms clean and tidy
Ensuring that each setting stays neat
and tidy also shows guests they chose the right destination. This means the
housekeeping staff should work quickly and efficiently making the beds,
cleaning the bathroom, and refreshing towels and toiletries.
3. Provide soft, sturdy towels
Whether your guests want to shower off
after a long day or relax with a soak in the tub, they’ll appreciate the
embrace of high-quality bath linens. Sweet South™ Towels from 1888 Mills are just the type of
collection that earns a sweet spot with guests.
Its bath towels,
hand towels, washcloths, and bathmats are woven and sewn in the U.S. using the
strongest, softest Southern cotton. Each item of the collection also features
Eduraweave™ technology, which was designed for the hospitality industry and
offers superior performance and durability.
From tidiness to
towels, the small details help you give guests the perfect balance of home and
away.
At American Hotel, we deliver all you need, when you
need it …so
you can focus on what matters most. Explore our vast
product assortment atamericanhotel.com.
In this new series, we spotlight independent hotels to learn more
about the everyday challenges, rewards, and opportunities of running an
independent property.
Location: Chicago, Illinois Occupancy: Nine guest rooms, two apartments Open: Year round Website:wickerparkinn.com
In the heart of the hip and trendy Wicker Park neighborhood of
Chicago you’ll find the Wicker
Park Inn, a boutique bed and breakfast offering both traditional guest
rooms and apartment vacation rentals. Guests can go from the comfort of their
well-appointed rooms to any number of great restaurants, shops, art galleries,
or clubs in just minutes.
We spoke with owner Laura Yepez to learn more about what makes the
Wicker Park Inn special and how she’s turned the challenge of running an
independent hotel into a success story.
Q. Tell us a little bit about your property – its history and what
makes it unique.
LY: Situated in a historic home, the Wicker Park
Inn offers nine luxurious guest rooms. Each room is beautifully designed with
elegant decor, modern amenities, and unique details such as exposed brick
walls, wallpaper accents, a decorative fireplace, skylights, and wooden floors.
Rooms also feature private bathrooms, high-quality linens, satellite TV, and high-speed
wireless internet. Our apartments are equally luxurious and include fully
equipped kitchens.
Q. How do you promote your property?
LY: Our rooms are available to book on multiple
channels such as Expedia, Booking.com, VRBO, and Airbnb. We encourage guests to
book directly, but understand that people have many ways to make travel
arrangements. We also advertise with Google and Bing, send monthly newsletters,
and are active on social media.
Q. What are some of the biggest challenges when it comes to buying
products?
LY: Because I am a smaller property, buying in
bulk is not always the best choice. However, we’ve been able to partner
successfully with American Hotel Register to find the right products for our
property and in the right quantity. I can buy just one hair dryer if needed
– that’s pretty amazing!
Q. What are some other roadblocks you face as an independent
hotel? How do you overcome these challenges?
LY: Business travelers are not always the final
decision-makers on where to stay, and loyalty points play a large role in
booking accommodations. As an independent hotel, I have to price competitively
and offer free amenities to appeal to this market. Because we are a boutique
property, many guests choose to stay with us over a big chain hotel. We also
offer corporate rates and repeat guest discounts to attract and retain guests.
Also, because we are a boutique property with fewer than 10 rooms,
I started to market the Wicker Park Inn as an all-inclusive property for group
accommodations, including corporate retreats, weddings, family reunions, and
school trips. Our property appeals to groups who want full-service, elevated
accommodations in a private setting. Group reservations have been very
successful for us.
Q: What advice would you give to those new to owning or managing
an independent hotel?
LY: Offer a unique experience that appeals to your
ideal guest. Market yourself on what sets you apart, and follow up with your
guests to ensure they stay with you again and again.
At American Hotel, we deliver all you need, when you need it
… so you can focus on what matters most. Explore our
vast product assortment at americanhotel.com.
It doesn’t need to be cold and flu season to know the importance
of keeping your property clean and free of harmful viruses. But that’s easier
said than done, especially when you’re dealing with high occupancy and high
turnover.
The first step is to train your staff on how best to clean rooms
and common areas to ensure they’re germ free. This includes everything from
making sure they clean often-missed items, like remote controls and shower
curtains, to reminding them about the importance of washing their hands
properly and using a mask if they have any cold symptoms.
Yet your staff can only do so much if they aren’t armed with
products that work effectively. Traditional sanitization and disinfection
products may clean and/or disinfect, but they don’t necessarily keep working
after initial contact. This leaves surfaces vulnerable to re-contamination in a
matter of seconds after the application is applied.
Powerful products that protect
Hotels that want to fight germs – and win – should choose products
from P&G Professional. P&G Professional has partnered with Microban®–
the global leader in antimicrobial, odor control, and surface modification
technologies – to deliver new sanitization/disinfection products that address
the re-contamination of surfaces.
The Microban® ready-to-use lineup
consists of three items to clean, disinfect/sanitize, and deodorize:
Microban® technology works long beyond the initial contact – it
protects the surface from organism growth for up to 24 hours. In fact, it is
the ONLY professional-use product that can make this claim. After the product
is initially sprayed, has needed contact time, and is wiped away, a residual
semi-permanent polymer is left behind to protect the surface from 99.9% of
organisms.
All three products have a light citrus scent and sanitize in as
little as 10 seconds. With Microban® Professional products, you and your staff
will feel confident you’re making your property safe for guests.
In this new series, we spotlight independent hotels to
learn more about the everyday challenges, rewards, and opportunities of running
an independent property.
Location: Beverly, Massachusetts Occupancy: 13 rooms Open: Year round
The Cabot Lodge truly embodies the saying, “good things come
in small packages.” Its petite, cozy guest rooms are inspired by the West
Indies as well as the sleeping quarters of historic New England Clipper Ships,
offering guests both historical charm and modern amenities.
Having just opened its doors in late October 2019, The Cabot Lodge may be new to Beverly, but it’s already creating a lot of buzz. We chatted with Head of House Annie Brown Coe to learn more about opening, and running, a successful independent property.
Q.Tell us a little bit about your property – its
history and what makes it unique.
Annie: The concept is built around the local history of Beverly. The founding families of the city were in the shipping and trading industry in the 18th century. They did a lot of trading in the West Indies. So, our property is influenced by the West Indies as well as colonial New England. The furniture design is bright and fun, and it’s something that draws the eye, especially for people coming off the street or viewing our property on the website. It’s a fun, different experience.
Q. How do you promote your property?
Annie: Before we opened, we didn’t have a product, or guests, so we were relying on word of mouth. Since we’re near Salem, Halloween is a huge draw, so opening in October was our target. Guests had to book early and take a risk booking a hotel that wasn’t even open yet.
Now that we’ve had guests, we have glowing reviews that help
drive awareness and visits. My true belief is the guests should tell the
experience – their words will set the expectation for the next guests. If they
evangelize, then that’s the best marketing we can ask for.
Q. Do you cater to a certain type of demographic?
Annie: We are learning as we go. So far, we’ve had a mix of business travelers, couples, and families. Around Halloween, especially, we had a lot of tourists who traveled here from all over the world. It’s still a little too early to tell what our sweet spot is, but we’re tracking with data so we can learn and evolve.
Q. What are some of the biggest challenges when it comes
to buying products?
Annie: In a boutique space, you want it to be customizable and genuinely unique. Buying in small quantities and sampling products can be a challenge. Compared to a 100-room hotel, a 13-room hotel is hard to purchase for, because we don’t need the large case quantities.
That’s why I really appreciate the level of service I receive from my rep at American Hotel. It’s clear that American Hotel cares about boutique hotels because of how accommodating they are even for a small purchase.
It’s also important to be scrappy and do your research to
find the best products at the best prices. All in all, it’s about finding the
right partner to help you navigate purchasing issues and find solutions.
Q. Are there certain amenities that are unique to your
hotel?
Annie: A lot of what we feature is local, and our guests notice and appreciate that. We source everything from soaps and shampoos to coffee and chocolate locally.
Anything that the guests are touching or consuming needs to be of the highest quality – whether it’s sheets, mattresses, or consumables. So those are the things we spend the most time vetting. We also continuously survey guests and provide that constructive feedback to the vendor.
Q. What are some other roadblocks you face as an
independent hotel? How do you overcome these challenges?
Annie: One of the biggest challenges is having brand power over bigger brands or legacy names. Some of the local hotels have been here a long time, and customers may have loyalty points with a certain chain, so they’ll go with them. I’m working hard with my team to get positive reviews so we can overcompensate for some of those challenges with really happy guests. If people spread the word, they become our ambassadors.
Q. What are some general trends you’re seeing for
independent hotels?
Annie: Overall, guests are more involved in their hotel selection. It’s so easily accessible these days to learn about a property – there is amazing transparency.
Another trend I’m seeing is that guests are traveling more
efficiently, because they are traveling more often and don’t necessarily stay
in one place for a long time. For example, hotels are doing away with dressers
as a space-saving method. It’s a very Millennial, business travel-driven trend.
We’re also trying to stay on the cutting edge when it comes
to technology. The challenge is finding balance between using technology to
make things like checking in and out more convenient for guests, while also
providing that personal touch.
Q. Since you just opened your property, you are in the
thick of it, but what advice would you give to those new to owning or managing
an independent hotel?
Annie: What stands out the most is listening to your guests. While you need to have a good gut instinct to make decisions, it’s also important to take guests’ needs into consideration. You also need to budget appropriately and think ahead about what you’re going to need in the future.
Lastly, you must stay on top of hotel trends and make sure
your property doesn’t get outdated or shabby. Things are changing, and if you
don’t face the facts, you’ll fall behind.
In this new series, we spotlight independent hotels to
learn more about the everyday challenges, rewards, and opportunities of running
an independent property.
Location: Marquette, Michigan Occupancy: 43 Open: Year ‘round
Family-owned Cedar Motor Inn offers guests a mix of rustic
charm and modern accommodations. Located near the shores of Lake Superior, it’s
a place where visitors come to both relax and seek adventure.
We chatted with innkeeper Lyn J. Durant to learn more about
what makes her property special and what it takes in today’s world to operate
an independent hotel.
Q. Tell us a little bit about your property, including
its history, and what makes it unique.
LD: This hotel has been in our family for four
generations – 53 years of being family-owned. My husband’s uncle and his sister
bought the hotel with their mother in 1967, and by 1980 they had added 13 more
rooms, enclosed the hallways and added a pool, spa, and steam sauna. We are now
considered a mid-scale hotel by AAA.
Currently my husband, daughter and I are partners, and our
daughter serves as General Manager.
Q. How do you promote your property?
LD: Our local university has been here for decades.
As a result, and because the hotel has been here for so long, many of the
parents stay with us when they bring their children to and from school. We also
do some advertising in sports publications for hunting and fishing, as well as in
two local visitor guides.
We are also fortunate to have a lot of returning guests. We’ve
had many generations of families stay with us, as well as business travelers
who have come here for decades until their retirement.
Q. What are some of your pain points when it comes to
buying products for your hotel?
LD: Our biggest challenge is the lack of storage at
our property. Since we can’t order more than a few cases of anything, sometimes
we have to pay more, depending on the supplier. And certain types of products
take longer than others – sometimes we get products quickly, while with larger
buys, like furniture, there’s a longer wait time.
Q. What are some other types of challenges you face as an
independent hotel?
LD: Since we’re family-owned, we have to do whatever’s
necessary when short-staffed, and that includes taking on tasks outside of our usual
responsibilities. Because of our particular niche, we’re lucky in that we don’t
really compete with the chains. Marquette is a very unique locale because we
are a destination. Events drive our community, and even if the event is
chain-specific, we get the overflow, which is OK with us.
It’s not a matter of overcoming the challenges, it’s dealing
with them. Each day is different, so we do what we do best and see what
tomorrow brings.
Q. What advice would you give to those new to owning or managing
an independent hotel?
LD: You have to have a good working knowledge of
everything about running the business: human resources, marketing, accounting,
plumbing, maintenance, internet, and sales. My husband, daughter and I complement
each other with our knowledge, so I believe that’s why we’ve been successful … that
and divine intervention on occasion!
In this new series we spotlight independent hotels to learn more about the everyday challenges, rewards, and opportunities of running an independent property.
Location: Lauderdale-by-the-Sea, Florida
Number of units: 40
Open: Year round
Family-owned for almost 60 years, High Noon Beach Resort offers guests sun, sand, and unforgettable experiences. We
checked in with Bruce Novak, owner of High Noon Beach Resort, to get the High
Noon story and pick up some of his “independent” insights.
Q.
Tell us a little bit more about your property and what makes it special.
BN: My
family purchased the High Noon building in 1961 and moved from Connecticut to
run the hotel – with no hotel experience. Today, the hotel has expanded to
include three additional buildings and a variety of room types.
The
resort is unique because we are a small, privately-owned oceanfront property on
the Atlantic Ocean in South Florida. Not many properties like ours exist down here
these days. What’s also really special is that we operate with a staff that has
been a part of High Noon for many decades.
Q.
How do you get the word out about your resort?
BN: We promote our property in a variety of ways, including Trip Advisor and the Lauderdale-By-The-Sea visitors guide. We are also a member of Small Elegant Hotels, which is a network of independent hotels with a maximum of 150 rooms. And of course, we rely on word of mouth from our guests.
Q. What are some challenges independent properties face, and what are ways to overcome those challenges?
BN: Some
of the challenges we personally face at High Noon is keeping the product fresh
and getting positive reviews from guests on Trip Advisor.
One
way I think independent hotels are evolving to meet challenges like these is by
transforming themselves into boutique-style hotels. Guests like this style
because it is more personal.
Q.
What is some advice you’d give to those new to owning or operating an
independent hotel?
BN: One
way to achieve success is to make it easy for guests to book rooms at your
property, including having the ability to reserve online. It’s also important
to create a good vibe and cater to your guests’ needs as best you can. While
budgeting is important, it’s just as important to find ways to add value to
their stay. Some examples include offering services such as complimentary
bikes, beach chairs, umbrellas, and parking. Finally, encourage them to review
your property on Trip Advisor.
In this new series we spotlight independent hotels to
learn more about the everyday challenges, rewards, and opportunities of running
an independent property.
Location: Mount Shasta, California
Occupancy: 65 units
Open: Year round
Nestled at the base of beautiful Mount Shasta and
overlooking pristine Lake Siskiyou, Mount
Shasta Resort offers its guests romance, recreation, and relaxation.
We chatted with hotel manager Carol Nunes about what makes
the resort and its guests so special, and some of the creative strategies her
team employs to maintain a successful independent property.
Q. Tell us a little bit about your property.
CN: Our hotel has been here for about 23 years, and
it’s truly a magical, spiritual place. In fact, we have many spiritual groups
who visit us. We also get a lot of wildlife in the area – it’s just very
peaceful.
In terms of lodging, we offer chalets along the lake as well
as standard hotel rooms, some of which include a jacuzzi. We often hear from
guests that they feel at home, and they enjoy how quiet, relaxing, and soothing
of an experience it is.
Q. What would you say draws visitors, both new and
repeat, to visit?
CN: We do have a lot of regulars who come every year.
Fourth of July is a popular time, as well as Christmas. Often, as guests leave
they make reservations for the next year.
What draws people here, and makes them want to come back, is
the unique experience. It’s a place where people like to come and spend quality
time with their families. You can relax or you can do activities, such as
skiing and hiking. It truly feels like home.
We also attract a lot of people for weddings and events,
given the picturesque backdrop. We have a beautiful wedding site. People also
like to celebrate their anniversary here – we’ve had some who have been coming
for 20 or 30 years. This is their getaway place – a place where they can
release some stress.
Q. How do you spread the word about your property?
CN: We are constantly promoting ourselves in order to
gain exposure. We advertise in local Bay area magazines and run TV promotions
as well. We also send out email blasts to our email subscribers offering
specials. And of course, there’s word of mouth from our guests who have stayed
at our property and share their positive feedback with their friends and
family.
Q. What are some of the amenities that are noticed by
your guests?
CN: It’s an exciting time, because we are in the process of installing large dispensers in the shower to replace the individual-sized bottles. This is due to the new California law banning their use in hotels. But I think this will be a positive change. Not only will it save on costs and labor and create less waste, I believe it will also be well-received by our guests.
Q. What are some pain points when it comes to buying
products for your hotel, and how do suppliers, like American Hotel, help you
navigate those issues?
CN: I would say our main pain point as an independent
hotel is pricing – finding quality items, but at a good price. We’re also
always keeping tabs on shipping costs and working with suppliers to ensure we
get the products we need on time.
I have a great relationship with our rep at American Hotel.
She’ll go out of her way to find a product I’m looking for or help solve a
problem. We have a fun but professional relationship – and we work well
together to solve any problems that may arise.
Q. What are other challenges you face as an independent
hotel?
CN: Weather is a big factor. For example, if there’s
no snow, then that can negatively impact us. And the recent fires and smoke
have caused issues.
Awareness is also a challenge, since we aren’t as visible as
other hotels. There is a chain hotel in the area that is right off of the
freeway, so they have more visibility. We also do compete somewhat with Airbnbs
for weddings. A new trend is for houses in the area to rent out their backyard
– which has the mountain behind it – as a location for weddings.
We combat all of this by getting out there and advertising,
as well as creating unique specials and packages that differentiate us and draw
people in. For instance, we have a lovely spa, so we’ll create specials that
include a spa discount with your stay.
Q. What advice would you give to someone new to managing
or operating an independent hotel?
CN: It takes a lot of effort to get your hotel’s name
out there, so it’s important to find unique ways to promote yourself. You also
need to have a budget and be mindful of how you spend your money – especially
when it comes to purchasing.
With so much going on at a hotel at one time, being
efficient is the name of the game. Staff members often need to be doing
multiple things at once, and the better equipped they are to multitask, the
smoother operations will be.
Here are some ways to help your staff be more efficient:
Consider investing in technology
While hospitality is an industry where in-person
communication is essential, there are still ways to use technology effectively
to help with productivity. Consider investing in technology such as property
management systems to free up manpower that could be better spent doing other,
more personal tasks for guests.
Encourage breaks
While this may seem counterintuitive, giving your staff
breaks – and encouraging them to take those breaks – can actually help with
efficiency. If staff members are overworked and burnt out, they won’t be as
efficient and productive as they would be if they took a few minutes to relax
and regroup every once and awhile.
Give them the best tools
When it comes to efficiency, the supplies being used are
just as important as the staff members themselves. Buying multipurpose trucks
and carts can help boost productivity.
Royal Basket® has a variety of products that ensure smooth function and efficiency, including Royal Basket® Permanent Liner Vinyl Trucks with either a wood or metal base. These vinyl permanent liner trucks can be used to transport everything from linens to recycles to refuse. The durable vinyl liners are antimicrobial, flame retardant, and resistant to mold, and are permanently attached to the frames to ensure the security and organization of cart contents. Plus, additional parts, accessories, and upgrades available, making it easy to customize the trucks for maximum efficiency.
Learn more aboutwood-based and metal-basedPermanent Liner Vinyl Trucks from Royal Basket®
You always want your property looking its best
– from ceiling to floor. A dirty floor can make even the most stylish,
beautiful properties appear unkempt. What’s more, you want to avoid having
anything sticky or slippery on the ground that could cause guest injury.
That’s why you should turn to the
highest-quality cleaning products from brands you can trust, like Rubbermaid. Here
are three products from their line of cleaning supplies that are sure to make
your floors – and hotel – shine.
The new Rubbermaid Commercial Products Spill Mop Kit cleans spills faster than a cotton string mop for a safer, drier floor. The super-absorbent material retains liquid so it won’t leak or drip. Once fully absorbed, the easy-release handle allows for hands-free disposal, something your staff will appreciate. Plus, the pads are designed for one-time use, making spill cleanup quick and easy.
For quick and convenient
cleaning, turn to Rubbermaid Commercial Products Spill Mop Pad, used with the
Spill Mop Handle. Each pad is made with highly absorbent material designed for
quickly removing liquid, water-based spills. The absorbed liquid turns into
gel, trapping it inside to prevent leaks and drips. Up to two packs can fit
conveniently in the Spill Mop Storage Cabinet, while the dispensing carton
is compact enough to easily slide into most spaces.
The Rubbermaid Commercial
Products Maximizer Mop Pad is similar to the Spill Mop Pad but is ideal for
quickly removing biohazard liquid. Each pad holds up to 32 ounces of water and
13.5 ounces of NaCl 0.9%.
By relying on cleaning supplies
from Rubbermaid Commercial Products, you’ll be fully prepared next time there’s
a spill of any kind.
When buying products for your hotel, motel, or B&B, it may not
seem to matter whether you buy something specifically designed for commercial
use versus standard products designed for the average consumer. This is often
the case if you work at a small or independent property. Why not just buy any
hair dryer, especially if it’s less expensive?
The truth is, the quality and grade of products DO matter, no matter the size or occupancy. Here are some of the reasons to consider buying commercial-grade products for your property whenever you can.
Durability and quality
Commercial-grade products are specifically made for long-term use
and can manage the wear and tear caused by frequent handling. So, while you may
save money in the short term by buying a consumer product, if you have to
replace it more frequently because it breaks or malfunctions, you’ll end up
spending more in the long run.
Liability
Liability goes hand in hand with durability and quality. Since commercial-grade products are built to withstand constant use and abuse, you have less risk of the item causing a problem. For instance, if your furniture isn’t made to withstand frequent usage or different weights, what happens when a guest falls through the chair and injures him or herself? Avoid such an issue by investing in products that are built just for your property’s needs.
Design
Commercial-grade products are designed with the target audience in
mind – the manufacturer knows these items will be used at a hotel or other
property where guest experience and comfort are key. So, they design their
products to have features that cater to guests, such as smart technology or
lighter weight. Your guests will notice and appreciate that you stock your
property with thoughtful products.
Customer support
When buying consumer products, you usually have the option to tack on a warranty. However, you’re basically on your own if you have problems, or it takes a ton of legwork to find someone who will help you. Not true with commercial-grade products. When buying commercial A/V products, for example, you’ll likely receive long-term, dedicated support. This means you’ll get personal, on-site help with setting up your electronics, training your staff, and dealing with any future issues you may encounter.
The next time you’re debating whether to go with the standard
product versus the commercial one, remember that when in doubt, commercial is
usually the way to go.