Innkeeping

Thursday, July 5, 2007
Volume 1, Issue 6

On My Mind, by Jay Karen, PAII's President & CEO
Let me tell you a little bit about why I love association management, and how I just know I'm going to love the innkeeping industry. First, association management: Few professions allow an individual to make such a positive impact on an entire industry like my profession. From an office in a small corner of the country, a dedicated group of people can deliver programs, education, and research to a critical mass of people that allow them to be more successful. We can meet with those who are part of and who influence the industry, and we can encourage them to move in line with our industry's objectives. My work at PAII goes way beyond collecting dues, offering sponsorship opportunities, and organizing an annual meeting—it is about impacting your businesses and lives in a good way. That is satisfying work.

While PAII is here to help you operate a successful business, the people behind the inns are what motivate me. Thousands of you put your hard-earned money, heart, soul, sweat and tears into providing a unique and wonderful experience for your guests. I think of you when I think about the direction in which this organization must go. For most of you, the inn is everything to you—a place to raise your family, a full-time job, and/or your life savings. For others, it might be a second career. Regardless of what brought you to this place, the success of your inns impacts your lives and personal happiness in a significant way, and that means a great deal to me.

Each and every experience at a country inn or bed and breakfast, and every innkeeper, is unique. By no means do I represent a commodity business, and that is why I love innkeeping. When your board of directors interviewed me for this position, they asked why I wanted the job at PAII, because, as an association executive, I could work in just about any industry imaginable. I said I wanted to work with people who are in hospitality and who love what they do. I want to be around people who get the most out of life (and from the innkeepers I've met so far, that is true), and who help others do the same through their livelihoods.

Proprietors of small businesses typically need their national associations more than large businesses. It's a matter of economy of scale—big businesses usually already have the benefits of large scale. Innkeeping is no different. PAII bears a solemn responsibility to do things for you that you could not do alone. How can we spread the word about the bed and breakfast experience? What kind of cost savings on vital business services and products can we negotiate on your behalf to give your bottom line a boost? How vast, meaningful, and accessible can we make networking and friendship-building opportunities for innkeepers all over the country and beyond? Which tools can PAII deliver that will help you compete most effectively? On which topics should PAII advocate at the national level for you? These are questions that keep me up at night in my profession and as your CEO.

As we move through the summer season, the PAII staff, Board of Directors, and Advisory Council are preparing for a vision and strategic planning session to take place in September. It is our responsibility to make sure we are working on the most important issues our resources will allow. Be on the lookout soon for the all-important needs assessment, which will help guide our discussion. Thank you in advance for filling it out—your input matters.

When it comes to innkeeping, what keeps you up at night? Please let me know.
Drop me a line sometime.

Jay Karen

Jay is the new President and CEO of PAII, after having been with the National Golf Course Owners Association for ten years. He can be reached at jay@paii.org or 856.310.1102.

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Building the Bones of a Culinary Education Program
by Vicki J. Caparulo, CCP of Beauty and the Feast

The interest in food and cooking in America has never been greater. Whether you eat to live or live to eat, food is, by definition, a part of everyone's life. You're going to interact with it in some way at least (we hope) three times a day. For the gourmand, it's a continually evolving panorama of interesting and gratifying indulgences; for the creative cook, it's an art form—and the only one which engages all five senses.

The advent of Food TV and plethora of cooking shows on both the Food Network and local and national public television have created the celebrity chef; and America is in love with the cachet of chefs, their restaurant life, and their food-centric world. And although there is a vast difference between culinary education and culinary entertainment (the latter falling into the category of the fun stuff above), we think this is a good thing because all this interest has seeded the market for culinary classes and culinary destination travel. Works for us! And it can work for the innkeeper who is interested in attracting guests, identifying their enterprise in an out-of-the-ordinary way, and attracting a loyal following and repeat business.

The Key Ingredient
The most important element of each and every program is going to be your expert, the instructor. Just as any teacher on the planet may not be able to cook, there are millions of great cooks out there who are not able to teach the craft. Your instructor must be knowledgeable, personable, and well-organized to keep the group interested and get the job done successfully. Remember too that the scope of the instructor's work doesn't begin or end with the actual class experience—an equal and often greater amount of time and effort needs to go into the lesson plan, recipe writing, market order, prepping, and timing as will go into the class itself.

Specific areas of expertise are a great consideration when deciding who will teach a program—the expert in Asian cuisine will likely not be your best candidate to teach artisanal breads; the great baker isn't going to be your go-to gal for an all-day pit-cooking class. You get the drift.

Local restaurant chefs can be a great resource. It's a win-win—they are usually willing to work for very little (or even without) compensation because their interaction with a food-interested group drives guests to their restaurant and begins the word-of-mouth ripple effect of impressed or satisfied guests who will recommend their restaurant to other like-minded foodies. Added benefits to your bottom line include the ability for a restaurant chef to bring their own staff, (read: clean-up, prep, etc.) and often ingredients, either gratis or at cost, or even having classes take place at their facility.

The downside, in addition to the "yeah, but can they teach" factor is that most restaurant chefs are disconnected with the limitations and choreography of a home cook in a home kitchen—there is a great divide between home cooking and professional cooking—just ask anyone who has struggled their way through one or more of those gorgeous chef's cookbooks that make your mouth water but are replete with recipes that don't actually work. But that's OK, it's not their venue and there are many chefs (as well as students) that make this scenario work well anyway.

It's the Big Things That Count…
The next important factor to consider is your facility. How are you going to set your class or classes up? What can you and what can't you do given the parameters of your facility? How well-equipped are you? Can you make hands-on classes work or should you think only in terms of a demo class? How large a group can comfortably work in your kitchen? Is it conducive to baking? Is outdoor cooking a possibility?

...But Sweat the Small Stuff, Too
If you're thinking of hands-on classes be realistic and think through the pitfalls of having several cooks stirring the broth. There is nothing more frustrating (or dangerous!) than dull knives and antique peelers. Keep your knives sharp and in top condition, replace your grandmother's dull, rusty peeler with several new ones and then remember to replace them every couple of years—they aren't heirlooms and don't last forever. And always keep a well-stocked first aid kit for the inevitable mishap!

Be sure your facility has enough measuring cups and spoons, workbowls and the like—an insufficient supply of these can bottleneck operations and slow things down to the point where the class loses its momentum. Stocking plenty of inexpensive flexible cutting boards can turn just about any flat surface into a work station.

If stocking your kitchen is an expense you'd prefer to avoid at the beginning, consider the option of having guests bring their own "kits" with knives, peelers, and a set of dry and liquid measures. Some home-based schools offer small kitchen utensils, flexible cutting boards or aprons and side towels for sale, some of which can be imprinted with your logo. This won't be an enormous income producer, but it's an appreciated convenience and a nice reminder of the experience when students return home.

Communication is Key
Recipe development is a profession and there is most definitely an art and a particular skill set involved when writing recipes. Ingredients should be listed in order of use. Syntax can make a huge difference in the outcome of a dish—"one cup sifted flour" is not the same as "one cup flour, sifted". The first is sifted prior to measurement and the second after. "One cup finely chopped parsley" will contain far more herb than "one cup parsley, finely chopped.". The instruction steps should also be written in the order in which they will occur. An oven takes at least 30 minutes to preheat, so in most cases, it should be the first instruction. Include both timing estimates and descriptors such as "Until golden brown, about 5 to 6 minutes." Doing so will ensure success regardless of variables in equipment. Set up a realistic timeline so classes begin and end on time. And little niceties like having well-written recipes spiral bound indicate thoughtful professionalism, as does the inclusion of blank spaces or pages for notes.

Designing Creative Programs
Inns have a distinct advantage over typical recreational or vocational day-class cooking schools in that they can offer recipes or projects with extended time requirements such as canning and preserving, pit-cooking (think suckling pig or a clambake), grill-roasting for a crowd (Thanksgiving turkey), cheese-making, artisanal bread baking, smoking or authentic BBQ, brunch menus with overnight strata, etc.

Related activities or excursions that extend the class beyond the kitchen make for great experiences such as a class on growing, cooking with, and preserving herbs that travels from the garden to the kitchen. A trip to a local farm or farmers' market for regional or seasonal produce or a weekend planned around a local harvest, berry—or apple—picking is a great beginning for a class on canning or preserving.

One of our most popular classes is outdoor cooking where the entire menu, including our famous Grilled Caesar Salad, is done entirely on a grill. We've also done outdoor deep-frying classes where the star of the show might be a deep-fried turkey but we follow that with a few chickens, a lobster or two, shrimp, potato chips, French fries, pickles, and deep-fried Twinkies.

Is your area known for a particular natural resource such as New York apples or wines; Vermont or Wisconsin cheeses; Massachusetts, Northeast, Mid-Atlantic or Gulf ocean treasures; Great Lakes fishing; dairy farms? Is there an ethnic area that can be turned into a market experience and cooking class?

Couples experiences are yet another genre that works really well for inns. Here in New Jersey where the beautiful "painted ladies" of Cape May attract thousands of summer guests, there are day boat trips for blue-fishing in season—the catch is almost always abundant (line up a backup source, though, just in case!) and the fish is usually cleaned on board by the crew. The men enjoy the outing, bring back the fish, and the women learn various methods for cooking it.

Hunting seasons (bow, deer, etc.) in areas like the Adirondacks offer great possibilities for interesting classes. Hunters bring their kill to a local butcher or fabricator to be broken down and packaged while a chef instructor educates couples on ways to prepare various cuts of venison.

Leave a Taste in Their Mouths
Last but not least, make an effort to ensure that the experience is not soon forgotten: Imprint labels with your logo and try to incorporate the ability for guests to bring home something they've prepared (sourdough starter, canned tomatoes, jam or preserves, limoncello). They'll be back—and they'll probably bring friends.

Vicki J. Caparulo and Steve Caparulo of Beauty and the Feast are Certified Culinary Professionals through the International Association of Culinary Professionals. They are based in Morristown, NJ, and have traveled and taught throughout the US for the past 15 years. For their Grilled Caesar Salad, visit their website at http://www.beautyandthefeast.com.
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Hire Smart, Manage Easy
by Pat Materka, Ann Arbor Bed & Breakfast

The summer before I finished high school, my mother decided she did not want an aimless teenager slogging around the house. "Either you can get a job," she offered, "or I will teach you how to do housework." Within a week, I was selling magazine subscriptions door to door. It certainly beat dusting.

So I never did learn to be a competent housekeeper, and spent the next 40 years of pre-innkeeper life amid happy chaos and clutter. Doing my own (minimal) cleaning, I imagined I was saving money twice—first, by not paying for the service, and second, getting free exercise without joining a gym. That attitude had to change when we purchased a nine-room B&B. You cannot say to an arriving guest, "Please excuse the mess!" They were not expecting a train wreck. Yet the logical solution, hiring housekeepers, was a challenge. How do you find someone competent? How could I ask, even pay, someone to do something I so dislike doing myself? I'm sure some of you are shaking your heads, but such is the faulty reasoning of people who can't, or won't, delegate.

If I have an issue, PAII has the answer. When a session called "Building a Super Staff" appeared on the 2006 convention program, I was there with notebook and pen. The panelists, all experienced innkeepers, pointed out that there are people who thrive on work that many of us view as drudgery. They take pleasure in making sinks sparkle and beds that look crisp, yet sumptuous. Where do you find such employees, and how do you keep them engaged and motivated? I've collected answers from that workshop, the PAII Forum, and personal experience.

Here are the keys:
· Set clear expectations
· Share responsibility
· Encourage self-direction
· Be flexible and fair
· Provide incentives and rewards

In the end, I think we draw on the same instincts in managing staff as we do interacting with guests. We set out to provide a pleasurable working environment, treat them with respect and generosity, and bombard them with appreciation.

Help Wanted
What do you look for in a prospective employee? "The first criterion is attitude," advised one of the PAII panelists. "Is the person eager to work? Or just looking for a job?" Skills can be learned, but first you need initiative. Compatibility is important, because in the intimate running of a B&B, everyone is part of a team.

Some innkeepers report good results hiring through agencies, while others favor word of mouth. Each of our staff members has been recruited by one of our current employees, so they arrive with realistic expectations about what the work entails, along with a future colleague's endorsement. Consider the advantages of employing two or more part-time staff rather than a single helper, so that you're not left in the lurch when one calls in sick or schedules a two-week vacation. "On the days that we have two housekeepers, they clean the rooms together," says Joyce Schulte, who owns Chambered Nautilus Bed and Breakfast Inn in Seattle, WA. "Working together improves morale greatly because if the room is a total mess, they can attack it together rather than face it alone. Also, both are equally responsible so they can check each other's work. Two sets of eyes are better than one."

Throughout the hiring and training process, it's the innkeeper's responsibility to set the standards and lay out clear expectations about what has to be done. Cathy Russell, owner of White Swan Inn in Whitehall, MI, values thoroughness rather than speed. "I would rather that a new employee takes longer to do things right so that I don't have to come back later and do things over," she notes.

Once you've specified the results that you're looking for, let the employee decide how to go about it. "We've found it best to demonstrate exactly how we'd like a room to look. A checklist and/or photos for each room can be a good guideline. But our housekeeper has free reign to clean as she pleases," says Heather Tyreman, innkeeper at the Bronze Antler Bed and Breakfast in Joseph, OR. "We bring her into the decision-making loop as often as appropriate."

An easy example is cleaning supplies. Give staff a say in what products to buy and let them organize and keep track of them. Naturally, we innkeepers share the responsibility for keeping up inventory, but the housekeepers are the first to notice when the detergent is running low. Joyce even has one employee who alerts her when towels need to be replaced, and what brand to buy when they go on sale in March. "She knew it was her responsibility and if she got it wrong, she'd be the one washing towels all the time because we didn't have enough extras. It worked! Some cannot work at this level, but when they can, I believe in giving them ownership so they will care more about the job."

Other management advice:
·  When problems arise, address them immediately.
·  Bring up what the employee is doing right frequently, and especially whenever you need to offer criticism.
·  Give benchmarks for improvement; but don't "carry" an inferior worker who doesn't do his or her fair share. You are putting the morale of the rest of the staff at risk.

Both Heather and Joyce are sensitive to the fact that housework is boring. Many of our assistants are bright and overqualified, so if there is an opportunity to add to their responsibilities, go for it. Train your housekeepers to help prepare breakfast, answer phones, check in guests—wherever they show an interest. The most valued employees are those who can multi-task. And raise their salaries accordingly.

Just Rewards
Still, money isn't everything. Frankly, I don't think I can pay my housekeepers enough for the work they do, though I try. The innkeepers I surveyed cite salaries ranging from $10 to $15/hour, or pay by the room. But all of us attempt to balance the wages with flexible scheduling, ample (and in many cases paid) time off, and other forms of compensation.

Food. Every morning after the guests leave, Joyce and her staff plan the day as they finish off breakfast. "Coffee and tea are always available to staff, and if guests leave food behind, they get first dibs on what they want to take home," Joyce says, noting that four of her rooms have kitchens that tend to yield ample leftovers. "I feed them a lot that I'd otherwise throw away," she says. "It is a good perk that costs me nothing!"

An interim innkeeper told me that she sets a date with the housekeeping staff at each inn where she work and prepares a special lunch. It's an opportunity to share conversation that does not revolve around the inn and gives all of them a chance to know one another better. Jan Brosseau hosts an annual wine festival at the Inn at the Pinnacles B&B in Soledad, CA. "This year I purchased two tickets for my housekeeper and her husband," Jan reports. "She really enjoyed coming to the event and enjoying the inn in a way other than her normal routine of working here."

Gifts. It seems like a given to remember staff members on their birthdays and holidays. But surprise them at other times. "Whenever we leave for a work-related trip like a food show or the PAII conference, we try to bring back a memento or something that will make our housekeeper's life easier," Heather says. "A new set of 420-count sheets the next time you order them isn't a bad appreciation gift either!" Many innkeepers offer staff first chance at any cookware or linens they are replacing, not to mention big-ticket items like furniture and appliances. The good will this creates tops any cash that could be garnered on Ebay.

Praise. "I thank them each and every day, at the very least when they are leaving to go home," Joyce says, voicing the practice of many. Heather repeatedly emphasizes the importance of the job. "Our housekeeper reads all of the comment cards the guests send to our state association. We know and she knows that her work is crucial to our B&B's success." Innkeepers not only thank their staff directly but praise them to the guests. When visitors compliment how nice the rooms look, let them know who is responsible. I am so grateful when one of our guests acknowledges the contributions of our housekeeping staff. Recently, a young couple celebrating an anniversary ducked back into their room after check-out as our housekeeper Martha was stripping the beds. Discreetly passing her a $20 bill, they said warmly, "Thank you for your hospitality." The tip was generous, but the gracious choice of words underscored what an indispensable role Martha plays in the B&B experience. It made her day.

Pat and her husband, Bob Materka, are the Innkeepers/Owners of the Ann Arbor Bed & Breakfast.
Visit her inn at http://www.annarborbedandbreakfast.com/
Mail: 921 E. Huron Street, Ann Arbor, Mich. 48104
Phone: 734/994-9100
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Kitchen Corner: Food Safety
by Dan Brown, Swift House Inn, Middlebury, VT

Food Safety Basics
A guest ill from food prepared in my kitchen? It can never happen! Or, can it? Foodborne illness can occur from the breakfast at a B&B or dinner at an inn. Understanding how this can occur and how to prevent it is not only necessary but in many areas mandated law. Having guests become ill due to foodborne illness is not the way to discover how good your insurance policy is! In most of our B&Bs and inns, a Food Service Sanitation Certification is not required (check your local health codes). However, not having the certification will not mitigate the requirement and, possibly, the law to protect your guests from foodborne illnesses. In a more practical vein, let's look at some basic principles of food safety. In practice, we are attempting to prevent the contamination of food by biological contaminants such as bacteria, viruses, parasites, fungi, and mold; by chemical contaminants such as residual chemicals, food service chemicals, and toxic metals; and by physical contaminants such as glass, metal shavings, and hair. We will look at three basic food safety principles to apply in your food service.

Clean Staff = Clean Kitchen
The first basic principle is personal hygiene. Every worker carries bacteria and, therefore, must maintain the highest standards of personal hygiene to prevent contamination. This includes proper bathing, clean clothing, proper washing of hands, proper treatment of cuts, and not working when ill. The single most important step is the 20-second hand wash. Write the following down and post it:

Proper Hand Washing
- Wet hands and forearms with hot running water
- Apply liquid antibacterial soap and scrub hands and forearms for 20 seconds briskly
- Scrub between fingers and nails with nail brush
- Rinse and dry using single-use towel

Hot Foods Hot, Cold Foods Cold
The second principle is time and temperature control. Bacteria grow rapidly in the "temperature danger zone" between 40° F and 140° F. Keep hot foods hot: cooking temperature kills bacteria and, once hot, maintain the food at above 140° until served. Food should be in the danger zone no more than four cumulative hours. The cumulative time refers to all aspects of the process, which include delivery, prep, cooking, and serving. In larger operations food temperatures and time can be charted. Always cook and heat food to above recommended minimum temperatures. Memorize or post these temperatures. An accurate stem thermometer is a must. When reheating food, heat to 165° F, which will kill the bacteria. Reheat in small quantities, rapidly, stirring frequently, and heat as close to serving time as possible. Keep cold foods cold. Again, avoid the danger zone by refrigerating at 40° and below. Refrigerate in small containers, avoid crowding in the refrigerator, chill hot foods rapidly in an ice bath prior to refrigeration, and always store cooked foods above raw foods to avoid cross contamination. Frozen foods should be kept at 0° or below, which stops bacteria growth. Thaw your foods slowly in the refrigerator in a container where they will not drip onto other food. Never thaw or marinate at room temperature. For rapid thawing, place food under cool running water, not hot. If you use the microwave to thaw, make sure the food is prepared and served immediately.

Clean, Clean, Clean
The third principle is preventing cross contamination. Cross contamination is the method by which harmful organisms are transferred to food. It can be accomplished by handler to food, by food to food, or by equipment to food. The obvious point here is that cleanliness and sanitation can prevent this. Personal cleanliness is the first step. Washing of hands cannot be overemphasized. Equally important as the first wash is the frequent washing of hands between the handling of different food types. This same "wash frequently" policy applies to your utensils and cutting boards. It is imperative that knives, utensils, countertop, and cutting boards are cleaned after coming into contact with raw meat, poultry, and seafood. Use separate cutting boards for raw meats (or designate one side of the board).

What is the difference between cleaning and sanitizing? Cleaning is the means of removing visible dirt and soil, while sanitizing is the means of reducing pathogenic (can cause disease) organisms to safe levels. It is important to remember to first clean counters and equipment, then to sanitize. You cannot sanitize a dirty surface nor will the sanitizing process remove grease. Remember, your kitchen sponge or cloth carries bacteria and will cross contaminate. Change and wash them frequently. How about those dishes? A dishwasher, both machine and human, must sanitize by chemical or heat. By hand: scrape and spray, wash with detergent, then immerse in 171° F water or approved chemical sanitizing solution and finally air dry. There is less chance of contamination with air-drying and someone will be happy that he does not have to dry. On a final note, always insure the proper utilization and mixture of cleaning chemicals: not too strong, not too weak, and the proper storing and separation from food products to prevent chemical contamination. This has been the "tip of the iceberg" as there are volumes available for additional reading. Training for you and all food handlers in Food Safety is a must to provide the safest food you can to your guests.

Sources:
www.foodsafety.gov
www.nraef.org/servsafe
www.fightback.org
www.foodservice.com/food_safety

Dan Brown and his wife, Michelle, are the Innkeepers/Owners of the Swift House Inn.
Visit her inn at www.swifthouseinn.com
Mail: 925 Stewart Lane, Middlebury, VT 05753
Phone: 866/388-9925

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Question of the Month: What Do You Do?

Question:
Sue Ann Croft, Canyon Creek Chalets, Glacier, WA www.canyoncreekchalets.com
Our tax rate is increasing by 2% July 1st. I have several reservations that will be affected by the increase. Would you charge the lower rate because that is what was quoted or would you charge the higher rate?

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:
You have agreed to hold onto a package for a guest that would be arriving in two months time. The package contains clothing for an upcoming wedding at the inn. When the package arrives you notify the guest that it has arrived and are storing it in a “safe place.” When the guest finally arrives for the wedding you go to retrieve the package, only to find that it is not where it should be.

How would you handle this situation?

Answer:
Monica, Morehead Manor B&B, Durham, NC www.moreheadmanor.com
I have received packages for my guests without any hesitation or reservations. We have one guest from Cairo, that always orders stuff prior to his arrival that he can't get in Egypt, i.e. DVD's electronics, etc. We start receiving things about a week prior to his arrival and all during his arrival. We have never once had a problem. Most companies actually do a real good job of shipping stuff. If you are afraid of it arriving damaged you can have the guest insure it or if it arrives in a damaged container you immediately contact the guest so that they can contact the company. Several other of my business guests have things shipped prior to their arrival. How would they be stolen? Are you worried about them being stolen from your inside your inn or stolen if they are dropped off on your porch? Normally with tickets and such they wouldn't be mailed too far in advance. I have ordered tickets to various event and they will actually hold them at will-call, which may be an option for your guest if you are afraid that they may be misplaced.

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Membership: Sizzling Summer Special & IQ Hits Mailboxes

Sizzling Summer Special
We are sweetening the pot on our Member-Get-A-Member campaign. Not only will you receive TWO MONTHS FREE MEMBERSHIP for every new PAII member you refer, both you and the referred new member will receive a FREE PAII STUDY OF B&B MARKETING PRACTICES—a $39 value for members and $59 value for non-members!

The study includes the following great information from over 500 B&Bs nationwide and is not available through any other source:

*Marketing Budgets                *Public Relations as Marketing
*Web Use & Management      *Booking Methods
*Online Directories                  *Tracking Online Reservations
*Traditional Sales Media          *Tips from Innkeepers

PAII dues are only $199-$275 for inns—the cost of 1-2 room nights per year! Tell your friends and neighbors about PAII and our wonderful benefits, discounts and educational programs. They won't want to miss this summer special that expires on Labor Day. Vendors are welcome to participate. Call 1.800.468.7244 or email membership@paii.org and ask for the Summer Membership Special!

IQ Hits Mailboxes
By now all PAII members should have received the premier issue of Innkeeping Quarterly (IQ), PAII's quarterly magazine especially for the innkeeping community, in their mailboxes. We hope you are as excited about this publication as we are—let us know what you think. Expect to see the next issue of IQ in your mailbox late in September. If you did not receive a copy, please email laura@paii.org.
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PAII People: Member Kudos, New Members, & New Vendors

Member Kudos
Congratulations to the following aspiring innkeepers who have become inn owners, Best of luck to all of you in your new venture!

John and Margot Blackburn
1823 Historic Rose Hill Inn located in Versailles, KY

Denise & Bill Domonkos
Stone Meadow Resort in Eureka Springs, AR

Paula & Rob Fox
Little River Bed and Breakfast in Peterborough, NH

Peter and Jane Griffiths
Duncan-Quinn House in Niagara-on-the Lake, ON

Carolyn & Steve Hatcher
"The Stone-Yancey House" in Liberty, MO

Dorothy Lockridge
Aunt Dot's Victorian B&B in East Marion, NY

Joe Radigan
Knollwood House in Southern Pines NC

Diane Thomas
McCloud Railroad House B&B, McCloud, CA

Congratulations to The Inn at Stockbridge (MA) which was selected by Kraft Foods' Post Selects Cereal as the host location for its recently launched national sweepstakes: The Post Selects Bed and Breakfast Getaway. The sweepstakes features a 3-day/2-night Bed and Breakfast Getaway along with the opportunity to meet celebrity chef Sara Moulton and participate in an exclusive cooking demonstration. Moulton is known for Sara's Secrets on the Food Network and is Executive Chef of Gourmet Magazine.

"This is a once in a lifetime opportunity for us to promote the bed and breakfast industry across the country and highlight all the hospitality the Berkshires have to offer," said Leonard Schiller, innkeeper at the inn for more than 13 years.

New Inn Members

Bellevue B&B
Linda Dolan
Cape Coral, FL
www.bellevue-bb.com

Canterbury Cottage
Martha Helfrich
Bar Harbor, ME
www.canterburycottage.com

Chateau Toots
Monalisa Bargerhuff
Sylacauga, AL
www.chateautoots.com

Coalfields Bed and Breakfast Inc.
Michael Dillian
Hager Hill, KY
www.coalfieldsbedandbreakfast.com

Crowell House
George Allen
Crowell, TX

Duncan Quinn House
Jane Griffiths
Niagara-on-the-Lake, ON

Forty Putney Road Bed and Breakfast
Tim Brady
Brattleboro, VT
www.fortyputneyroad.com

Frisco Street Bed & Breakfast
Nancy Jeffers
Steelville, MO
www.friscostreetbedandbreakfast.com

The Gathering Place
Diane Shambaugh
Mansfield, Oh

Inn at 657 (The)
Patsy Carter
Los Angeles, CA
www.patsysinn657.com

Inn at Pleasant Lake
Linda MacKenzie
New London, NH
www.innatpleasantlake.com

Island Inns LLC
Caren Ford-Kempf
Block Island, RI

Laurel Grove Inn on the South River
Thomas O'Donnell
Annapolis, MD
www.laurelgroveinn.net

Lions Gate Manor International Excellence
Shalyce Clark
Lava Hot Springs, ID
www.lionsgatemanor.com

The Lowry House Inn
David Johnson
Seneca, SC
www.TheLowryHouseInn.com

McKitrick House Inn
Sheila Kalyn
Orangeville, ON
www.mckitrickhouseinn.com

The Purple Sage Inn
Kathrin Brock
Kanab, UT
www.purplesageinn.com

Rocking Chair Inn Bed and Breakfast
Cindy Nickle
Broken Bow, NE
www.rockingchairbandb.com

Savage River Lodge
Jan Russell
Frostburg, MD
www.savageriverlodge.com

Turtle Rocks Oceanfront Inn
Roger & Francine Glidden
Trinidad, CA
www.turtlerocksinn.com

Vacation in Asheville, Oakland Cottage B&B
Mary Bridges
Asheville, NC
www.VacationInAsheville.com

New Aspiring Innkeeper Members

Craig Bonanni
West Simsbury, CT

Sally Christin
Aurora, CO

Faye Comer
Scottsdale, AZ

Colin Crossman
Durham, NC

Diane Devnney
Lindenwold, NJ

Jessica DiPietro
Portsmouth, RI

Lanny Dush
Renton, WA

Laura Goody
Seal Rock, OR

Kimberly Griggs
Bethlehem, PA

Daniel Harrison
Henderson, NV

Anne Hassett
Hebron, CT

Cheryl Horwart
San Clemente, CA

Janice Johnson
Aiken, SC

Paul Jones
Denison, TX

Karen Karabell
St. Louis, MO

Ginger & Bruce Mosher
Cincinnati, OH

Anne Roy
Westminster, MA

Nancy Sarlan
Hudson, MA

New Vendor Members

Captivate Marketing
Carol Hart
Summer Street | Boston | Massachusetts
800/335-1651
results@captivatemarketing.com
www.CaptivateMarketing.com

A creative design, printing, internet strategy & photography firm dedicated to inns, bed & breakfasts, small hotels and resort destinations. 10% project discount for PAII inn members.

Inn Consulting Partners
Bill Oates
40 High Street
Brattleboro, VT 05301
802/257-2360
802/257-2368
Bill@innpartners.com
www.innpartners.com

Inn Consulting Partners visit the inn and provide a critique of operations as they impact value, business and future transition. We also review financial statements, compare to standard costs and provide advice, direction and suggestions for enhancing profitability, assess market value and consult in the transfer process.

La Fresh Group
Rachelle Schroeder
4200 E. Mission Blvd.
Ontario, CA 91761
866/878-2766
Rschroeder@lafreshgroup.com
www.lafreshgroup.com

Save your towels! Give your guests La Fresh make-up remover wipes. To pamper them completely, ask about our full line of wipes! Mention code BNB0707 to receive 10% off.

Online Inns
Darrell Goff
256 North Main St
Suite E
Alpine, UT 84004
801/208-9819
darrell.goff@onlineinns.com
www.onlineinns.com

Fully integrated property management and real-time online reservation system. Capture more reservations by allowing your guests to book from your web site while decreasing the cost and effort of acquisition. That frees up your time to take better care of your guests.

Sferra
Tom Deloca
15 Mayfield Avenue
Edison, NJ 08837
info@sferrabros.com
www.sferralinens.com

Enlivened society homes, graced the tables at White House state dinners, and been selected for use in the sleeping quarters at the Vatican. Appeals to consumers who aspire to all levels of luxury by offering premier linen collections with thread counts ranging from 200 to 1,020-each of which possess SFERRA's signature style and quality.

W L Gore
Dave Pacanowsky
105 Viev's Way, EM 5
Elkton, MD 21921
410/506-5366
dpacanow@wlgore.com
http://www.gore.com/en_xx/

Our products are designed to be the highest quality in their class and revolutionary in their effect. We steadfastly live up to our product promises, and our associates address technical challenges with innovative, reliable solutions. We also offer a preventative product for bed bugs!


The following vendors have not renewed their membership with PAII:

Cambridge Payment Systems
Planet Payment
Strategic Travel Solutions

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About innkeeping

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

Publisher
Professional Association of Innkeepers International (PAII)

Editor-in-Chief
Laura Middleton

Production Coordinator
Laura Middleton

Editorial Staff
Jay Karen, Karen Hudgeons, Jeanine Zeman, Laura Middleton , Liza Simpson, Dan Brown, Vicki J. Caparulo, & Pat Materka

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, Laura Middleton, at 856.310.1102 or laura@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

Title Image Courtesy of Jumping Rocks