Comments on: The Impact of the Innkeeper http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/ The Innkeeping Industry Blog of the Professional Association of Innkeepers (PAII) Sun, 25 Jul 2010 17:29:40 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Jay Karen http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-2/#comment-32 Jay Karen Wed, 19 Mar 2008 19:26:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-32 "Often the guest is behaving in what is now the cultural norm, and we may have expectations that are no longer the norm."<br/><br/>Great comment, Joyce. While common decency and manners should transcend generations, there are definitely changes with each successive generation - both good and bad, depending on the beholder.<br/><br/>Those who are trying to pay attention and adapt when and where possible, in my humble opinion, have the greatest chance for ongoing success.<br/><br/>See you soon!<br/>Jay “Often the guest is behaving in what is now the cultural norm, and we may have expectations that are no longer the norm.”

Great comment, Joyce. While common decency and manners should transcend generations, there are definitely changes with each successive generation – both good and bad, depending on the beholder.

Those who are trying to pay attention and adapt when and where possible, in my humble opinion, have the greatest chance for ongoing success.

See you soon!
Jay

]]> By: Anonymous http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-2/#comment-31 Anonymous Wed, 19 Mar 2008 19:05:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-31 Innkeepers do not need to be perfect, however, we do need to realize, the guest will be the guest, and a younger demographic will not behave the same as an older one. <br/><br/>A much more experienced innkeeper told us early on that in order to be successful we would need to understand the servanthood of innkeeping. It's not about the innkeeper or the property but about the guest and meeting their needs. We provide a package for others. We provide service to others.<br/><br/>While we do need to make some guidelines and have some expectations of our guests we as innkeepers would I think do well to remember that it is about those guests. And as the guests change, like a new demgraphic then it is our job and in a sense our duty to figure out how to change our ways to meet the guest needs.<br/><br/>Often the guest is behaving in what is now the cultural norm, and we may have expectations that are no longer the norm.<br/><br/>I often need to adjust/remind myself of this on a daily basis too! <br/>Change is the one constant an innkeeper can depend upon, and PAII helps us isolated out here in our Inns to keep up with the trends, norms and changes!<br/><br/>good topic Jay.<br/>Joyce Schulte<br/>Chambered Nautilus Bed and Breakfast Inn Innkeepers do not need to be perfect, however, we do need to realize, the guest will be the guest, and a younger demographic will not behave the same as an older one.

A much more experienced innkeeper told us early on that in order to be successful we would need to understand the servanthood of innkeeping. It’s not about the innkeeper or the property but about the guest and meeting their needs. We provide a package for others. We provide service to others.

While we do need to make some guidelines and have some expectations of our guests we as innkeepers would I think do well to remember that it is about those guests. And as the guests change, like a new demgraphic then it is our job and in a sense our duty to figure out how to change our ways to meet the guest needs.

Often the guest is behaving in what is now the cultural norm, and we may have expectations that are no longer the norm.

I often need to adjust/remind myself of this on a daily basis too!
Change is the one constant an innkeeper can depend upon, and PAII helps us isolated out here in our Inns to keep up with the trends, norms and changes!

good topic Jay.
Joyce Schulte
Chambered Nautilus Bed and Breakfast Inn

]]> By: Jay Karen http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-2/#comment-30 Jay Karen Mon, 10 Mar 2008 02:58:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-30 Hi Hilary,<br/><br/>Thanks for sharing that anecdote. Your story perfectly highlights how difficult this can be. <br/><br/>I wouldn't suggest that innkeepers need to be perfect, and can safely say that not all complaints are legitimate. <br/><br/>There are a lot of issues at play with what seemed to happen at your inn that night with those guests. <br/><br/>- Managing expecations with last minute reservations<br/>- Putting all your policies, procedures and offerings on your web site, but realizing that guests don't read all of it<br/>- A new generation of "inngoers" entering our market and making sure they get a proper orientation (staying at inns is very different than staying at your run-of-the-mill hotel)<br/>- When and how innkeepers should/shouldn't respond online to reviews<br/><br/>Lots of stuff to blog about in the future!<br/><br/>Look forward to seeing you next month,<br/>Jay Hi Hilary,

Thanks for sharing that anecdote. Your story perfectly highlights how difficult this can be.

I wouldn’t suggest that innkeepers need to be perfect, and can safely say that not all complaints are legitimate.

There are a lot of issues at play with what seemed to happen at your inn that night with those guests.

- Managing expecations with last minute reservations
- Putting all your policies, procedures and offerings on your web site, but realizing that guests don’t read all of it
- A new generation of “inngoers” entering our market and making sure they get a proper orientation (staying at inns is very different than staying at your run-of-the-mill hotel)
- When and how innkeepers should/shouldn’t respond online to reviews

Lots of stuff to blog about in the future!

Look forward to seeing you next month,
Jay

]]> By: Jay Karen http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-2/#comment-29 Jay Karen Mon, 10 Mar 2008 02:13:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-29 Rita,<br/><br/>When we get customer complaints, we send a letter to the innkeepers, along with a copy of the complaint. Since we were not on site to observe any of the subjects of the complaint, we do not take sides in the issue. If the complaints are justified, we do hope the innkeepers see it as a learning opportunity. But, I imagine some complaints get blown out of proportion.<br/><br/>Jay Rita,

When we get customer complaints, we send a letter to the innkeepers, along with a copy of the complaint. Since we were not on site to observe any of the subjects of the complaint, we do not take sides in the issue. If the complaints are justified, we do hope the innkeepers see it as a learning opportunity. But, I imagine some complaints get blown out of proportion.

Jay

]]> By: Hilary http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-2/#comment-28 Hilary Sun, 09 Mar 2008 16:10:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-28 Hi Jay,<br/><br/>In response to Rita's question, we got some negative feedback in January from a guest in the age group that's mentioned here. Many of the younger generation seem to think they can do what they like when they get to our inns and have little or no consideration for others. I did post a management response to this feedback which Tripadvisor posted, however they have not posted any further reviews from any of our guests since, which is something I'm trying to sort out now. Yes, we have to be hospitable, but we're human too and if someone is putting our other guests' safety and comfort at risk, we have an obligation to say something, even at the risk of being called "rude". To cap it all, I'm British, and face the additional problem of some Americans believing I'm being rude and abrupt when in fact I'm not. Sometimes I just have a different way of saying things. I've been in this industry over 20 years and until recently have never had a problem with my perceived attitude in any country in the world. Am I going to be penalized for it in this country in this electronic age? Apparently so.<br/><br/>Hilary Jones<br/>Inngenium LLC<br/>Admiral Peary House<br/>Fryeburg, ME Hi Jay,

In response to Rita’s question, we got some negative feedback in January from a guest in the age group that’s mentioned here. Many of the younger generation seem to think they can do what they like when they get to our inns and have little or no consideration for others. I did post a management response to this feedback which Tripadvisor posted, however they have not posted any further reviews from any of our guests since, which is something I’m trying to sort out now. Yes, we have to be hospitable, but we’re human too and if someone is putting our other guests’ safety and comfort at risk, we have an obligation to say something, even at the risk of being called “rude”. To cap it all, I’m British, and face the additional problem of some Americans believing I’m being rude and abrupt when in fact I’m not. Sometimes I just have a different way of saying things. I’ve been in this industry over 20 years and until recently have never had a problem with my perceived attitude in any country in the world. Am I going to be penalized for it in this country in this electronic age? Apparently so.

Hilary Jones
Inngenium LLC
Admiral Peary House
Fryeburg, ME

]]> By: Anonymous http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-1/#comment-27 Anonymous Sun, 09 Mar 2008 00:43:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-27 Hi Jay,<br/><br/>I was wondering what you do with the negative comments such as the one you posted. Do you contact the Inn to relay the feedback and give them an opportunity to improve? <br/><br/>Just wondering,<br/><br/>Rita Sleys<br/>Rosemont Inn B&B Hi Jay,

I was wondering what you do with the negative comments such as the one you posted. Do you contact the Inn to relay the feedback and give them an opportunity to improve?

Just wondering,

Rita Sleys
Rosemont Inn B&B

]]> By: Jay Karen http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-1/#comment-26 Jay Karen Fri, 07 Mar 2008 21:53:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-26 Chris,<br/><br/>You make a great point. The demographics are indeed shifting. The more we promote B&Bs as "business travel friendly," the more diversity we'll see in what guests are expecting. The better job we do with internet marketing a social media, the more we'll get Gen X to stay at B&Bs. <br/><br/>Innkeepers would be wise to stay fresh on these matters. Not to offer a shameless plug (but I will), we are sharing some great knowledge on these matters in our weekly and monthly emails (<i>INNfo</i> and <i>innkeeping</i>), and we have several sessions at the PAII Conference on this very matter. Peter Scherman and Rick Wolf from The B&B Team are presenting a session called, "The i.guest in a Changing Marketplace," which hits this nail in the head. <br/><br/>For those readers interested, here's a list that includes other sessions that would offer similar education:<br/><a>http://www.paiiconference.org/education-marketing.htm</a><br/><br/>Wow. There is so much on which an innkeeper needs to stay current, it's mind-boggling!<br/><br/>Jay Chris,

You make a great point. The demographics are indeed shifting. The more we promote B&Bs as “business travel friendly,” the more diversity we’ll see in what guests are expecting. The better job we do with internet marketing a social media, the more we’ll get Gen X to stay at B&Bs.

Innkeepers would be wise to stay fresh on these matters. Not to offer a shameless plug (but I will), we are sharing some great knowledge on these matters in our weekly and monthly emails (INNfo and innkeeping), and we have several sessions at the PAII Conference on this very matter. Peter Scherman and Rick Wolf from The B&B Team are presenting a session called, “The i.guest in a Changing Marketplace,” which hits this nail in the head.

For those readers interested, here’s a list that includes other sessions that would offer similar education:
http://www.paiiconference.org/education-marketing.htm

Wow. There is so much on which an innkeeper needs to stay current, it’s mind-boggling!

Jay

]]> By: Anonymous http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-1/#comment-25 Anonymous Fri, 07 Mar 2008 21:11:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-25 Hi Jay,<br/>I think we (meaning the industry) have a challenge on our hands. The demographics of our guests have dropped about 20 years in the past 10 years. That being said, the "younger " guests has a whole different set of expectations, needs and wants that the over 45 year old guest. There has been a discussion on the forum about this as well. So bottom line, because this younger guest is so internet savvy, he looks for comments from other guests about a place and is then not the least bit concerned about posting his own comments. Our challenge is to understand what works for this demographic. We can then develop a rapore that works for both them and us as innkeepers. I try to do an attitude adjustment daily to deal with all this...thanks for all you do,<br/>Chris Mason<br/>Parish House Inn Hi Jay,
I think we (meaning the industry) have a challenge on our hands. The demographics of our guests have dropped about 20 years in the past 10 years. That being said, the “younger ” guests has a whole different set of expectations, needs and wants that the over 45 year old guest. There has been a discussion on the forum about this as well. So bottom line, because this younger guest is so internet savvy, he looks for comments from other guests about a place and is then not the least bit concerned about posting his own comments. Our challenge is to understand what works for this demographic. We can then develop a rapore that works for both them and us as innkeepers. I try to do an attitude adjustment daily to deal with all this…thanks for all you do,
Chris Mason
Parish House Inn

]]> By: Jay Karen http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-1/#comment-24 Jay Karen Fri, 07 Mar 2008 18:59:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-24 Thanks, Diane. I've been hearing some other great saying, like "This garden is fertilized with the ashes of difficult customers." It's perfectly ok (and I encourage it) for innkeepers to vent about difficult customers within the confines of their peers (i.e. PAII Forum, state association meetings, etc). It's a common bond among innkeepers, and to gripe about it certainly can relieve stress. I just hope innkeepers, who find themselves frustrated all the time, are doing the self-reflection necessary to delivering warmth and good service every day the doors are open...at least trying their best to do it.<br/><br/>Can't wait to see you at the Advisory Council meeting in May.<br/><br/>Jay Thanks, Diane. I’ve been hearing some other great saying, like “This garden is fertilized with the ashes of difficult customers.” It’s perfectly ok (and I encourage it) for innkeepers to vent about difficult customers within the confines of their peers (i.e. PAII Forum, state association meetings, etc). It’s a common bond among innkeepers, and to gripe about it certainly can relieve stress. I just hope innkeepers, who find themselves frustrated all the time, are doing the self-reflection necessary to delivering warmth and good service every day the doors are open…at least trying their best to do it.

Can’t wait to see you at the Advisory Council meeting in May.

Jay

]]> By: Diane http://www.innkeepingblog.com/2008/02/the-impact-of-the-innkeeper/comment-page-1/#comment-23 Diane Fri, 07 Mar 2008 18:42:00 +0000 http://innkeepingblog.wordpress.com/2008/02/28/the-impact-of-the-innkeeper/#comment-23 Hi Jay! <br/><br/> Debbie calls "it being a dump truck". Do not dump your trash on the next person.<br/>Darla has a sign that says "passive aggressive behavior not tolerated".<br/>I had a boss that used to tell us that "taking money from rude customers gave him extreme pleasure". <br/>I take a learning vacation. Like at Disneyland... with the PAII team!<br/><br/>Diane Sheiry<br/>The Waverly Inn Hi Jay!

Debbie calls “it being a dump truck”. Do not dump your trash on the next person.
Darla has a sign that says “passive aggressive behavior not tolerated”.
I had a boss that used to tell us that “taking money from rude customers gave him extreme pleasure”.
I take a learning vacation. Like at Disneyland… with the PAII team!

Diane Sheiry
The Waverly Inn

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