Professional Association of Innkeepers Int'l

It has now been almost a month since the PAII Board first learned that our CEO, Pam Horovitz, was resigning. I know I speak for the rest of the Board members when I admit that our first reaction was "Oh, no!" (Ok, maybe a little stronger than that!), both out of concern for the health challenges that Pam and her family are facing, but also because we knew that we would be facing challenges of our own in searching for a replacement, not to mention, miss her! Now that the Board has had a chance to meet, I know that we are all feeling optimistic and that we view this challenge as an opportunity to build on what Pam has brought to PAII, and to take our industry to yet another level.

One of the most frequent questions we are hearing is "Are you going to hire an innkeeper for the position?" So let me take a moment to talk about our CEO search. Of course, we are advertising the President's position on the PAII website (You can see the position listing here.). We're advertising to our industry because we know that what an innkeeper would bring to the position is a fundamental understanding not only of operating a B&B, but also of the life of an innkeeper. Being an innkeeper is rewarding, but it can also be lonely, tiring, and scary. We want our association to be as caring of our innkeepers as we are of our guests.

We're also advertising this position through ASAE, the association for association executives. This is how we found Pam, and one of the things we also recognize is that running an inn (even successfully) is not the same as running an association. So we know that hiring an association professional would bring us someone with a fundamental understanding of growing membership and servicing members, producing conventions and trade shows, publishing newsletters, research, and books, as well as representing our industry on a national level. We want our association to be as professional in its work as our innkeepers are in theirs.

Finally, we're also advertising our position via various business networks, because we know that hiring a successful business executive would bring us someone with a solid knowledge of finances, contract negotiation, technology, marketing, and operations. Our members are largely entrepreneurs, and a successful business person will relate to the hard work and knowledge and risk that are behind any successful business.

Ideally, of course, we'd like someone with all of these attributes, so we're casting a wide net giving ourselves the broadest opportunity to find just the right person. We've already got resumes coming in, and our Search Committee has begun the task of deciding whose qualifications will lead to interviews. Our goal is to have someone identified and hired by April. In the meantime, we have the luxury and huge benefit of still having Pam at the helm along with the rest of the able PAII staff.

If you know someone that you think would make a great CEO for PAII, regardless of what industry they come from, send them our listing. The more candidates we have to choose from, the better our chances of finding our prefect fit. We are confident and excited to take PAII into the next years building on the solid foundation that Pam has set.

2007 PAII Convention & Trade Show: Program Highlights
March 26th–29th in Myrtle Beach, SC

It's No Mystery! Converting Callers to Guests
Wednesday General Session
The speaker for this lively and entertaining session, Don Farrell, has been out in the field doing his homework…making mystery shopper calls (acting as a potential guest) to inns all over the country. He's evaluating the results and he has some specific, nuts and bolts, tried-and-true methods to help you convert more callers to guests. Don guarantees that if you use his techniques, your revenue will increase! Don has also stayed at several B&Bs recently and shared his practical and easy-to-implement ideas. Every one of the innkeepers at those inns has decided to come to the Convention to hear more! Donald M. Farrell is Founder and Chairman of Signature Worldwide, a company that specializes in training for the hospitality industry.

Don is presenting a follow-up Super Session, "More Converting Callers to Guests on Wednesday," and you can also visit him in his Trade Show booth.

Quality is a State of Mind, Not a State of Budget
Tuesday General Session
How do you get your staff to internalize the quality and extreme customer service that you exemplify? Find out from Horst Schulze, who was the President and COO at Ritz Carlton when it became the gold standard for luxury and ultimate service. He will inspire you to create of vision of excellence that fits you and your inn!

Take Your Website to the Next Level
Tuesday Super Session
Susan Sweeney has the latest tips, tools, techniques, trends, and resources to ensure that your inn's website exceeds your target market's expectations. Technology changes rapidly—Don't miss this chance to hear from the author of six books on internet marketing, including "Internet Marketing for Your Tourism Business."

World Class Egg Expert & Preeminent Bread Baker
Both back at the PAII Convention for the third time, the world's fastest omelet maker, Howard Helmer, and the world's preeminent expert on bread baking, Peter Reinhart, present workshops with information every innkeeper can use every day when preparing breakfast. Learn to make an individual omelet in just one minute at the "Amazing Flash-in-the-Pan Omelet" session with Helmer. You will even have a chance to practice your technique and eat the omelet you create. (Tuesday morning breakfast session, 7:00 a.m., extra fee of $18 per person.) Reinhart, author of the award-winning The Bread Baker's Apprentice, will present two cooking demonstrations: Attend "Quantum Quickbreads" and learn to easily add a variety of freshly baked quickbreads to your menu using variations to a master formula; discover the secrets of making sweet and savory croissants and other pastries in "Demystifying Laminated Doughs."

Friends, Fun, Camaraderie
The PAII Convention isn't just about education. It's also about friends, fun, and camaraderie. For the first time, the Convention kicks off with a Salute to the States Cocktail Party. Signs will let you know where to find innkeepers from your neck of the woods. Connect with others at the beginning of the Convention and make plans for more fun later! For those attending solo, there will be an area at the kickoff cocktail party for you to congregate and find new friends with whom you can go to lunch, explore the Trade Show, or take a walk on the beach.

Largest Trade Show for Innkeepers
"The Trade Show alone is worth the registration fee."
~ Phyllis Waye, Alma del Monte- Spirit of the Mountain B&B, NM

The PAII Trade Show is the place to find the vendors that cater to your innkeeping needs with products and services scaled perfectly to inns. Find new products and vendors that will save you money! Many exhibitors offer show specials that can significantly cut your expenses.

Have Pets, Will Travel
by Christy Collins, Beside Still Waters Farm B&B Cottages (Willits, CA)

You greet tonight's guests at the door and stare down at the Labradoodle they've brought unannounced. Terror mounts at the mental vision of sausage links passed to this beast beneath your breakfast table and expensive down pillows ripped to shreds. You imagine how, upon their departure, you'll be sentenced to hours on your hands and knees scrubbing stains out of your oriental rug. You consider sending them packing before your place is contaminated. Wait! Are you sure you want to do that?

Last year, 29 million Americans took at least one overnight trip with a pet, according to the American Pet Products Manufacturers Association. That number is up from 15 million in 2003— essentially doubling in just three years. A recent article in Entrepreneur Magazine stated the latest trend is employees bringing their pets along on business trips. Many hotels and airlines are taking notice of this trend and are changing their policies to accommodate a rapidly growing market.

At our former historic inn, we inherited a no pet policy from the previous owners. For five years, we suggested people board their pets at the local veterinarian hospital in order to stay at our property. Is it any surprise that no one took us up on our offer? Looking back, with just a few simple changes, we could have easily accommodated pets in at least one guestroom. We could have easily welcomed all those guests we turned away (along with their four legged companions), quite possibly turning them into repeat guests. When we opened our current B&B, we noticed that many of the inns in our region accepted pets and subsequently, reconsidered our position on being pet friendly. We have never regretted this decision, and plan to build our next inn around a specifically designed pet-friendly suite (and child friendly, but that's another topic).

Innkeepers often assume accepting pets at their B&B will automatically result in damage to furniture, ruined precious antiques, and incessant barking. The experiences of many innkeepers who accept pets are actually quite different. The key is having firm policies in place and making the guest aware of those polices prior to arrival. The vast majority of people who travel to a B&B with their pet are accustomed to bringing their pet along. These guests tend to be very considerate of the property and are very conscientious when it comes to controlling their pet.

"I think this market is GREAT," says one Virginia innkeeper. "People with animals are so appreciative that you take pets. It really shows in the attitude of the guest. Many of our pet owner guests have been weekday stays in the off-season, so it really has increased revenue. Most of the rooms they occupied would have remained empty without us having been pet friendly."

Another assumption commonly made is in order to be considered "pet friendly," you must accept all varieties of pets in all guestrooms. According to scientists at John Hopkins University, more people are allergic to cats than dogs, and in the United States, cat allergies affect between 5–10% of the population. In order to continue to accommodate guests who may be allergic to animals, be sure to set aside pet-free rooms and clearly state this on your website. You can still be considered a pet-friendly establishment with just one room that accommodates pets!

Our experience, as well as those of the innkeepers interviewed for this article, is that dogs are overwhelmingly the primary animal that people travel with. In the three years that we've been accepting pets at our property, we've had dozens and dozens of dogs, but only two cats and two birds. Inns that have limited themselves to allowing only dogs are more than likely not losing many guests from the "pet-friendly" market. However, they may miss out on some of the fun. Another innkeeper in Franklin, Tennessee, takes the prize for most unique non-human guest. "Our most unusual pet was a monkey. It was being nursed from birth and the owner kept him wrapped in a receiving blanket like a baby," she explained. "I thought it was a baby so imagine my surprise when I peeked into the blanket to see the adorable offspring and had this hairy grinning creature staring back at me!"

Steps to Becoming Pet Friendly
Should I Welcome Pets?
First, determine if you should consider accepting pets. Do you enjoy being around animals? Your personality is a very good clue into whether or not you should consider accepting guest pets. Do you have your own animals at the inn? You'll need to discover whether or not Fido will tolerate other pets in his home. Don't make assumptions. He may surprise you. As a puppy, Anderson, our Border Collie mix, was a regular bully at the neighborhood pet store. Imagine our surprise when he matured into the ideal canine host at our B&B. It's not uncommon to see him romping in the yard with visiting dogs. Even if Fido doesn't care to socialize with other pooches, is keeping him confined to your own quarters while guest pets are on the premises an option?

Where Should I Welcome Pets?
Second, decide which room(s) may be suitable for guests traveling with pets. Do you have a cottage or carriage house? They may be the ideal situation for innkeepers who want to provide pet-friendly accommodations; they automatically provide a private entrance and limit room to room noise transfer. However, don't despair if you're limited to individual rooms inside your historic inn. Do you have a room with a private entrance or one that's near the main entrance? Pet owners appreciate easy access at ground level. Stairs and trips through common areas make late-night potty trips more difficult.

In regards to cleaning, you'll appreciate a room with hardwood floors, although pets can certainly stay in a room with wall-to-wall carpet. Just anticipate the extra vacuuming required and charge accordingly. "Make the accommodation easy to clean and don't burden the guests with lots of rules," recommends Sue Blansett of Brackenridge House Bed and Breakfast in San Antonio, Texas.

Although most pets don't disturb others unless they're left unattended in a room, consider this room's location in regards to other guestrooms to avoid pet sounds disturbing other guests.

What Are My Pet Policies?
Third, establish pet policies. In a cottage or carriage house situation, consider requiring pets to be crated if left alone. This prevents damage from occurring when the owners aren't present. In the main inn building, consider forbidding pets left unattended. Request that guests pick up after their pets and not allow them on the furniture. For liability purposes, require that all pets be controlled and on a leash when outside the guestroom. I spoke with one innkeeper whose insurance company dictated that she couldn't accept certain breeds. Check with your insurance company to see if this applies to your property. Although hotels commonly state weight limits for pets, the innkeepers I spoke with seemed to agree that larger dogs are actually lower maintenance than smaller ones. You may also want to designate an area of your yard specifically for dog walking. Include your pet policies on your website. Provide them with the confirmation letter and again at check-in. Your guests will find it helpful if you also list area veterinarians, restaurants with outdoor dining areas, pet-oriented stores, and parks. Perhaps approach the owners of these shops and restaurants to see if they would be willing to offer your guests a discount.

Will I Have Pet Fees?
Next, decide on fees. No additional charge? $10 Per night, per pet? $25 Per pet, per stay? $100 Refundable cleaning fee? It's entirely up to you. Consider the extra cleaning involved and set a price that you're comfortable with.

Will I Have Pet Add-Ons?
Also, consider pet amenities and add-on packages. Many innkeepers provide items to make guests with pets feel at home. From extra leashes, bowls, and "poo bags," to beds and homemade dog biscuits, these may set you apart from another establishment and bring guests to your door for a minimal expense. These items are easily stored and can be provided at a moment's notice. Homemade dog biscuits can be baked in quantity and frozen until needed. A bottle of enzyme stain remover and some rags stashed in an inconspicuous place encourages pet owners to quickly attend to any unexpected accidents. Ashley Mon of Hamanassett B&B & Carriage House in Chester Heights, Pennsylvania, even provides old towels with a note "For wet doggie paws."

If you feel creative, look for specialty pet items you can put together in a package. Doggie massages, pet toys or bath products, even pet turndown service can provide extra revenue. With proper promotion, you may be able to attract media attention, as pet-friendly travel is a popular topic today.

How Will I Market My Pet-Friendly Inn?
Finally, market to your new niche! Put together a press release and distribute it to area and regional newspapers, pet-oriented magazines, and online press release distribution companies. An article written about your inn is better than paid advertising. Alter your existing directory listings to mention that you're now accepting pets. Consider paying for a listing on some of the pet-friendly directories, such as PetsWelcome.com or Petfriendly.com. A Google search will give you an idea of other available directories.

Hosting pet guests can be very rewarding. Only you can decide if being pet-friendly is right for your property. However, many innkeepers who have already taken the leap share the opinion of the pet-friendly innkeeper in Mount Joy, Pennsylvania, who said, "Some of our Dog guests have been some of our best guests!"

Christy Collins, along with her husband Earl, is the owner of Beside Still Waters Farm Bed and Breakfast Cottages in Willits, California (www.besidestillwatersfarm.com). The Collins formerly owned The Village Inn B&B in Stone Mountain, Georgia. Anderson, Inn Pup, is the resident pet greeter and property manager.

Network Marketing, A.K.A. Flamingo Marketing
by Jan Barrett, The Ware Street Inn (Lewiston, ME)

There's something to be said for flamingos: They get noticed wherever they are. Like the more commonly recognized guerilla marketing, the objective is for your business to reach customers using inexpensive means that take very little time from your very busy workday.

I'm not talking about advertising, or your website (understand that you need an active one—the best money you can spend is on your website), or your logo (a recognizable identity is priceless), or your printed materials. We are talking about one-on-one, personal, shameless, self-promotion of your business.

Not very long ago, PAII presented in its newsletter four rules of marketing that, if followed faithfully, will keep a steady stream of guests coming through your door. These four rules are integral to success.

These are, without question, key to in-house marketing. However, the second two rules stress the value of being not merely a member, but being involved in trade and local business associations:

Most business owners join local trade associations and local Chambers of Commerce to stay on top of changing trends, as well as to benefit from industry research (PAII has been quite helpful to me in that regard). That information can be invaluable when making decisions about the future of your business. As an innkeeper, I've found that being not merely a member, but an active member, of these associations has been the best marketing tool I've used.

Walking into a Chamber or association event not knowing a soul can be daunting. You may even wonder why you're leaving your business and paying someone else to be there to cover your B&B. Trust me, the few dollars you're spending will come back to you in much greater numbers. And by the end of the first event you attend, you'll have met and chatted with at least eight new people who'll be familiar faces at the next event you attend.

Your association and Chamber memberships will facilitate your "Flamingo Marketing" techniques. Attend the functions. Take advantage of cost-free opportunities to showcase your B&B, for instance, when being introduced as a new member and by being a "Spotlighter" (our Chamber offers four or five "Spotlighter" tables to members to present trade show-like displays at each monthly breakfast). Talk with Chamber staff. They know their membership and can point out prime contacts within the organization for you. Make it a point to talk with other business owners—if they have colleagues and/or friends coming to town, they are potential guests at your B&B.

Attend events such as fundraisers and community celebrations. Connect and stay in touch with people who know what happens in your community. Being in tune with your community and becoming known as a person who is playing a positive role will serve your business well.

In my experience, the Chamber is probably the best way to network locally. By getting involved, you'll know what's going on, in what direction the community is moving, and who the players are. Also, when you think about how your community is contributing toward the success of your business, being involved in your Chamber is an excellent and worthwhile way to give back.

In addition, through your Chamber and networking with other members, you'll learn about and be in a position to tap into local networks of other small businesses and organizations. In this way, your flamingo can spread its wings and attract the attention of groups such as arts organizations, post-secondary education facilities, medical facilities, service organizations, etc.

This type of networking allows you to be exposed to local support groups other than within the B&B industry. They can give you a different perspective on marketing ideas, information on legislation and politics, and give you leads you may not have thought of previously.

The more people you network with, the more you outreach to local and national organizations, the more successful and well-rounded your business will be. You'll find mentors, advisors, and a bevy of friends—all of whom will refer guests to your B&B.

This Flamingo Marketing technique will help you build a support system and will extend your market reach.

This rule is the foundation of Flamingo Marketing. It takes networking to the next level. Now, it's time to take advantage of the valuable contacts you've made and make sure that they know first hand just what it is you and your B&B have to offer.

Participate in charity auctions donating services from your business. You can't beat the exposure you'll get in the charity auction circle.

Have an open house to show your business off to as many potential guest referrals as possible. Make it a Chamber event to generate an even higher level of attendance. Have more than one open house, gearing each to a different segment of your business community. Then use these businesses for informal market research. What are they looking for from you as an innkeeper? Can you serve them in the manner they need?

Invite business and community leaders you've met to hold a board meeting at your B&B to heighten their familiarity with you and your business. Serve them coffee and your famous banana bread. Tell them this meeting is on you.

Keep in mind that similar businesses are not your enemy. Connect with them, get to know them: How they are the same as you? How do they differ? Share concerns, ideas, etc. that will benefit everyone. Develop an informal referral network with those B&Bs that meet your standards and share overflow guests. Working together rather than against each other will bring everyone a measure of success.

Other businesses in your area share your customers. Visit them with business cards and flyers in neat containers and ask them to display them. Offer to reciprocate. Be selective. It is critical to partner with high quality businesses like your own.

Ultimately, people who know you and like you will be your customers. That is the purpose of network or Flamingo Marketing. Get involved, meet people and get to know them, become a customer of their businesses if at all possible, send them referrals, and watch what happens. You turn into a flamingo—getting noticed, displaying your bright color and confident stature, and becoming successful in your own business.

Jan Barrett is the Innkeeper/Owner of Ware Street Inn.
Visit her inn at www.warestreetinn.com.
Mail: 52 Ware Street, Lewiston, ME 04240
Phone: 207.783.8171

You have evaluated your food service and decided you need a change. Whether that change is simply an upgrade or freshening up of the menu, or expanded service (Gee, let's serve dinner!), staffing is an important consideration.

First, evaluate yourself. Define what you can do and what you like to do. Craft a plan of what parts of the food service side you don't want to be responsible for on a daily basis. One of my favorite parts of serving breakfast at our inn was the daily prep time. Guests were often gone for the day and I had the kitchen to myself. While the prep was simple and repetitive stuff that I could have easily trained someone else to do, it was great for my mental health!

Then, evaluate your food service. Be sure that whatever changes you are contemplating still represent your inn's ambiance and character.

Now, you can start putting together job descriptions for the positions you need to fill. Define clearly for yourself what this person or persons will be responsible for. As you go through this process, your staffing needs will become clear. Do you just need someone who will come in and help serve and clean up? Do you want someone who will be responsible for menu development, shopping, and inventory? Will they be supervising other staff? How many hours will they work? Are they in charge if you aren't there?

Before we turn the discussion to chefs, consider the myriad of food professionals available who are not actual chefs. Many skill levels exist in the professional culinary world: breakfast line cooks, prep cooks, and bakers, for example. Especially if you determine that the person you need won't be doing the management side, you can consider someone whose skill set is more specific. For example, you have decided to add high tea in the afternoon. You are a tea fiend and need no help in that quarter. But you would rather be out with the guests than fussing with the finger sandwiches. Skill levels will obviously vary with each individual, but if you have the recipes planned and the menu organized, someone at a prep cook level may be the staff you need. This could be someone who works the morning shift at a local restaurant and would enjoy a part-time job in the afternoons. If you decide that what your operation needs is a chef, read on as Davis Hiler of Hiler Hospitality gives us great advice on a successful search.

"Cooks are in some ways very much like actors;
they must be fit and strong, since acting and cooking
are two of the most exacting professions.
They must be blessed—or cursed—with what is called the artistic temperament,
which means that if they are to act or cook at all well,
it cannot be for duds or dummies."
~ Andre Simon, The Concise Encyclopedia of Gastronomy (1952)

Hiring a chef can be one of the most complicated, confusing, and consternation-causing endeavors you will ever encounter in the hospitality business. Find the right one and you will regularly enjoy the sweet sounds of praise from your guests. Get the wrong one and you may end up with not only a disgruntled patronage, but possibly a mutinous staff, an exorbitant food cost, and a prickly personnel situation. So, hiring the right culinary person for your inn can be crucial to the success or failure of whatever food operation you choose; be it a full-service restaurant, a gourmet breakfast program, or an elegant high tea.

But before we travel down that mysterious road, let's do a little review: By now you've made the decision to expand, change, or otherwise incorporate some sort of food service into your inn. You have read about the pitfalls and listened to the critics, but it's no use, you are determined to forge ahead. Good for you! However, once you've made the decision, there are a few important elements you need to remember.

Be realistic! As they say, restaurants are 80% of the work and 20% of the profit (Profit?). Start slow and build up as you get more confident. A good inn-restaurant can be a terrific revenue generator, but it can also become a tremendous drain on an otherwise healthy business.

Define it! It's your inn, and whatever the food service might become, it should be an amenity to what you already do best. It should complement, not compete. And, like a fine Hollandaise sauce, it should blend seamlessly with your inn, and not "break" into two separate ingredients.

You're the boss! Regardless of the caliber of the staff you hire in your restaurant, you are still the Head of House, the Boss of Breakfast, the Grand Fromage of all things "inn"! And while you won't need to become a chef yourself, you should still develop a full understanding of your food service operation. The chef you hire should ideally be the person to help with that understanding.

Cooking is like love. It should be entered into with abandon or not at all.
~ Harriet van Horne

The items above are essential to understanding the job you will offer your future chef. As it is with your inn, this is a niche position. It isn't for everyone. So, unless you are in an urban location and looking to get a show on the Food Network, the person you will attract will likely be life-style driven and not as celebrity or monetarily motivated. This is not to say that inn chefs cannot attain notoriety (James Beard dinners are routinely hosted by inn chefs). However, this should not be a primary goal in the master plan of your food service operation. The attraction for a chef to your inn might be shorter hours, less stress, more influence on the menu, better working conditions, and a chance to use more of their creativity.

The chef at a country inn should understand that they are part of an all-day operation. Guests are around at all hours of the day and night. They like to see behind the scenes, meet the staff, and chat with chef (Horrors!).

The chef should oversee all aspects of the food being served. While they may not prepare the breakfast daily or bake the cookies in the afternoon, they should know what is served, what is being ordered, how often and how much it all costs.

"Our lives are not in the lap of the gods, but in the lap of our cooks."
~ Lin Yutang, The Importance of Living (1937)

Incorporating these elements into a clear and well-defined advertisement for the position is essential to getting the right resumes. Finding a chef starts at home, or at least close by. Advertising locally can be advantageous for a number of reasons, not the least of which are interview accessibility, existing knowledge of your region, and eventually moving expenses, housing, and acclimation. There is most likely more than one culinary program within a few hours from where you are located; All of them will have alumni job postings. In addition, local and regional newspapers, other restaurants, your vendors, and purveyors (BIG gossips!) can all be inexpensive and effective search avenues. After you have exhausted these possibilities, you can move to the larger national advertising outlets; nationally known Culinary schools and websites, such as www.chefjobsnetwork.com and www.ihirechefs.com. However, while you can expect a great response from these sources, the resumes they produce often have little to do with the ad you post (The former Executive Sous Chef of a 2000 Room Hilton in Malaysia is a personal favorite) and the time it takes to review, categorize, and respond to them all is more disposable time than any human innkeeper has.

Ideally, you will have enough resumes to whittle down into four of five good options. Now, it is time to start conducting interviews. The first extended phone call is important. Be honest and forthright about the position. This may save both you and the candidate a lot of time and effort in the long run. Make sure s/he understands the position ("Oh, I might have to do dishes?" …click) and the salary range and benefits. Don't try to sell the job. It's not going to be right for everyone, so don't try to talk them into it. Take copious notes. All chefs are unique and different and they will all have different strengths and weaknesses.

"Anybody can make you enjoy the first bite of a dish,
but only a real chef can make you enjoy the last."
~ Francois Minot

Once you have established the "short list," the next call should be to follow-up and make sure the interest is there for both of you. At the completion of this call, you should arrange for an onsite visit and cooking interview. An overnight is best, as it gives you a chance to show them what you do. The cooking interview is obviously an important step in the process, but not simply for the reason you might be thinking. The cooking interview will tell you a lot about the candidate, perhaps the least important of which is whether or not they can cook. Anyone who has gotten this far in the process should be able to prepare a good meal for you (If not, they may need to choose another career path). The more essential ingredients of this interview are:

Given your conversations to date, how does their food fit in with
how you've described your inn?

Were their purchases for the meal exorbitant? Too chintzy?

How do they get along with your staff and with you?

How did they organize their preparation (mise en place)?
Did they clean up the kitchen or expect your staff to take care of it?

Did they create a menu, suggest appropriate wines, verbally describe the menu
when it was served?

Were they interested in feedback?

If you can get three good cooking interviews, you will most likely have a good variety of cooking styles, personalities, and talents to choose from. Some will have strong baking skills, some charcuterie or ice carving talents, and some may simply feel the Frialator is their strongest culinary tool (Don't hire this last one, regardless of how good their Thai spring rolls might be).

Ultimately, the decision of which chef to hire should be time-consuming, careful, and deliberate. This is a person who will hopefully be with you for a long time—for better or worse. If that saying sounds familiar, it should: This is an employee, essentially a new business partner, to whom you will be wed during their tenure. They will help shape your food service operation, generate more local interest in the inn, create additional advertising opportunities, and provide a highly visible reason for guests to visit your inn again and again.

Choosing the right chef to add to your team can be as gratifying and rewarding as finishing a new luxury suite, but rushing the process can be costly and have long lasting repercussions. Still, in the long run, it's all worth it: Just think about all that great food you get to enjoy! Buon Appetito!

Question:
Your inn specializes in romantic getaways. As a result of this business niche, your septic system has become overwhelmed with an inordinate amount of condoms. You need to find a delicate way to urge your guests not to flush their latex contraceptives down your inn's toilets. What do you do?

Answer: Post what you would do in the "Question of the Month" thread on the Member Forum and your response will be included in next month's issue of innkeeping. Also, do you have a nut-picker, a loud-snorer, or another scenario you'd like to ask other innkeepers "What do you do?" If so, please post your scenario in the "Question of the Month" thread on the Member Forum and your question will be included in a future issue of innkeeping!

Q&A Last Month
Question:
A guest keeps picking the nuts off the top of the chocolate cake you've left out for evening desserts. What do you do?

Answers:
Jan
from Stone House Inn and Spa in Macungie, PA (www.stonehouseinnandspa.com)
I would guess that someone really likes the nuts so much that they are helping themselves to everyone else's—Can't control himself while on vacation! I would put out an extra dish of nuts with a spoon so that the guest(s) could help themselves to some extra nut garnish for their dessert(s) while this guest is staying with you. Will surely make your "special guest" smile.

Mike Venturini
from Munro House B&B & Day Spa in Jonesville, MI (www.munrohouse.com)
If I caught him in the act, and if I had extra nuts, I'd offer him a handful or bowlful. If I caught him in the act and did not have extra nuts, I'd probably say something like, "You are going to eat the rest of that, aren't you?" If I did not catch him in the act but noticed that desserts were disturbed, I would remove everything that had been tampered with and replace it with something else—preferably nut-free—or announce that all of the dessert is gone.

Dottie Musser
from Bradford Place Inn & Gardens in Sonora, CA (www.bradfordplaceinn.com)
During my B&B one year training, I was told by the inn owner so never put nuts in or on any food because many people have allergies, don't like nuts, wear dentures, etc.. In the situation you have noted, there would be no nuts on the cake, however a dish of choppped nuts with small tongs would be provided.

Bruce & Katherine Brown
from Bloomsbury Inn in Camden, SC (www.bloomsburyinn.com)
You must assume any food product which has been tampered with (nut picking) has been contaminated/compromised. In this situation, the food product should immediately be removed for the safety and aesthetic presentation of other guests. Since you are not being paid to teach etiquette, you cannot control the manners of guests. If you find this to be a common issue, perhaps you should consider a different presentation of individual service. Even when poor etiquette is displayed by a guest, it is most appropriate for an innkeeper/staff member to correct the situation without creating an uncomfortable situation for the "nut picker" guest and others who may be witness to the issue.

Michelle Bliss
from Harvest Moon Innkeeping in Altoona, IA (www.harvestmooninnkeeping.com)
At some of the smaller Inns I have worked for, I cut the evening dessert into individual pieces.

Upon purchasing an inn, on top of everything else, many innkeepers find that they inherit a previous owners' website marketing strategy. Such was the case in Albuquerque, New Mexico, where Steve and Kathy Hiatt are the owners and innkeepers of the Bottger Mansion of Old Town. Steve and Kathy share with PAII, "While the old website [created in 1996] was easy to navigate and people told us they liked it, the appearance was somewhat dated and reflected the marketing strategy of a previous owner."

In the spring of 2006, as part of the website design competition for last year's PAII Convention, Steve and Kathy began negotiating the purchase of a renovated website. During their preliminary restructuring considerations, Steve and Kathy realized that on top of a fresh face, their new website would need a new marketing strategy.

As many inn websites do, the Bottger Mansion's previous website marketed the highlights of the inn, itself. Given their guests' visitation patterns, however, Steve and Kathy realized that their new website needed to be a tool to market not only their beautiful inn, but also the beauty of Albuquerque, New Mexico. Steve and Kathy reflect, "We realized that many visitors, especially first-timers, did not realize how much there is to do and see in Albuquerque. We felt that we should provide as much of that information as possible to promote Albuquerque as a destination, increasing both occupancy and multiple-night stays." To help meet this goal, Steve and Kathy added dynamic features such as specials, packages, local events, and nearby restaurants that were easy for them to change themselves on a regular basis. "We needed the website to be flexible so we could market local events and react quickly to opportunities," they recall.

After getting on a professional architecture photographer's schedule to have all new photographs taken for the website, and after getting through their inn's busy season, Steve and Kathy began working with Acorn Internet Services Inc. on the design and content of their new website. "The only element we really kept was the URL," they explain. "Most of the text was significantly updated, many links were added (both internal and external), and the navigation was changed from buttons along the left side to drop-downs across the top."

The new Bottger Mansion website recently went live in 2007. Marketing the inn itself, Steve and Kathy's new website features four guest packages, as well as an option to join their inn's e-mail newsletter list. Implementing their additional marketing strategy to highlight Albuquerque, itself, the new website also features several local attractions (popular as well as "hidden gems"), activities, and events. By emphasizing all that guests can do in Albuquerque, Steve and Kathy's website becomes a vehicle not only to showcase their inn, but to market it as a "home base" for visitors who can have days of fun exploring the area. "Once people know how much there is to do, they will realize they should spend more time here."

Overall, the Bottger Mansion website makeover cost approximately $5,500 (including professional photographs). Having gone live just recently, their new website's visitor statistics are unavailable as of yet. "Even though it's still too early to gauge the effect the site will have on our business," these pleased innkeepers share, "we love the look and feel of our new website and have received positive comments from many of our business associates."

Thanks to Steve and Kathy Hiatt at the Bottger Mansion of Old Town and to Acorn Internet Services Inc. for sharing this website makeover with us. If you'd like to share your website makeover with us, send your e-mail to stacey@paii.org.

PAII People: Member Kudos, New Members, & New Vendors

Member Kudos
Congratulations to the following members who have been named three of the 10 best inns and B&Bs in the U.S by Travelers' Choice 2006:

Kudos to the following PAII members who have referred new members and will receive 2 free months membership as part of our Member-Get-A-Member campaign. Many thanks for your support!

Carol & Tom Edmondson of Innkeeping Specialists in Brewster, Cape Cod, MA
referred Katherine Sanderson who is an Aspiring Innkeeper in Waikoloa, HI

Jan & Ruth Cort of the Peninsula House in Annapolis, MD
referred Roger & Cecelia Eberlin who are Aspiring Innkeepers in Baltimore, MD

Lowell & Lindsay Hanson of the 40 Putney Road B&B in Brattleboro, VT
referred John & Heidi Lucier who are Aspiring Innkeepers in Gloucester, VA

Blayne & Julie McAferty of the Greenlake Guest House in Seattle, WA
referred Mark Mayhle and Ana Lena Melka of the Shafer Baillie Mansion B&B in Seattle, WA

Congratulations to our aspiring innkeepers who have purchased an inn and are now official innkeepers. All the best in your new venture!

New Members
Almost HeavInn B&B
Jeff & Heidi Ghiringhelli
Rusk, TX
4 Rooms
www.almostheavinn.com

Nob Hill Riverview B&B
Tana Phemester
St. Helens, OR
2 Rooms
www.nobhillbb.com

Whitehead Inn & Executive Suites
Mary Powell
Wilson, NC
14 Rooms
www.whiteheadinn.com

New Aspiring Members
Peter & Denise Burghardt
Ft Myers, FL

Art & Polly Cappuccio
Orlando, FL

Roger Eberlin
Baltimore, MD

James & Maureen Gluff
Bradenton, FL

Fresh teas from exotic lands. Adagio Teas is a leading purveyor of gourmet loose, bagged and ready-to-drink teas.

Comerica Bank
Will McNutt
300 West Sixth Street
Suite 1300
Austin, TX 78701
888.259.9786
SBALending@comerica.com
www.comerica.com/sb

Comerica's SBA Lending division specializes in real estate purchase, construction, and business expansion projects. SBA Loans are available for up to 90% financing and up to 25 year terms.

Guestbook Store
Ann Sandler
1706 York Street
Suite #10
Bloomer, WI 54724
715.568.2056
ann@guestbookstore.com
www.guestbookstore.com

Capture great testimonials! Our unique guestbooks prompt your guests to share appreciation and memories from their stay at your property. Save 10%! Coupon Code: Innkeeping

For B&Bs ONLY! We offer our hand-blown cup and saucer sets for $12.00 a set. Four cups and saucers at $12.00!, Regularly $14.00 a set. Also, great tea cups to match our glass tea pots!

The Turkish Towel Company, Inc.
Diane Elgart
34 Railroad Ave.
Peabody, MA 01960
978.977.2779 or toll-free 866.631.1676
delgart@turktowel.com
www.theturkishtowelcompany.com (under construction at this time)

The ULTIMATE towel experience…100% Turkish cotton towels and robes for the luxury hospitality market-sophisticated comfort and quality your guests will never forget.

February is "Pet-Friendly Month"! In recognition of "Love Your Pet Week" (February 11th through 17th), we're including here a recipe for "Easy Cheesy Doggy Biscuits" for you to give to the Fidos in your life (or in your inn) as Valentines. Thank you to Christy Collins, pet-friendly innkeeper at Beside Still Waters Farm B&B Cottages in Willits, CA (www.besidestillwatersfarm.com), for contributing this thoughtful treat recipe!

Do you have something you'd like to share in the "Letters to the Editor" section of innkeeping? If so, please e-mail your stories, thoughts, comments, rants, raves, or suggestions to stacey@paii.org.

Easy Cheesy Doggy Biscuits
Ingredients
2 cups all-purpose flour
1 ¼ cup shredded cheddar cheese
2 cloves garlic, finely chopped
½ cup vegetable oil
4 to 5 tablespoons water

Instructions
Combine all ingredients to form soft dough. Roll out and cut out shapes (bones, hearts, etc.) Bake at 400 degrees for 10 to 15 minutes, until hardened and dry to the touch.

innkeeping is published monthly. Annual subscription is included in the price of membership.

Editorial Staff
Pam Horovitz, Stacey Bleistein, Karen Hudgeons, Jeanine Zeman, Laura Middleton, Valerie Auletto, Liza Simpson

Editorial Suggestions and Contributions
Editorial comments and suggestions are welcomed. In addition, if you have a suggestion for an article or would like to contribute an article for innkeeping, please contact innkeeping’s Editor-in-Chief, Stacey Bleistein, at 856.310.1102 or stacey@paii.org.

Advertising Rates & Information
Monthly banner ads are available. Please send all inquiries to Marlene Sapir at marlene@paii.org or 856.310.1102. MC/VISA/AMEX/DISCOVER accepted.

Editorial Offices
c/o PAII
207 White Horse Pike
Haddon Heights, NJ 08035
Phone: 856.310.1102 • Fax: 856.310.1105
membership@paii.org • www.paii.org