For episode #14 of the Frictionless Innkeeper podcast series, we speak with Rob Fulton, CEO of the Association of Independent Hospitality Professionals (AIHP), about the 2019 AIHP Summit, as well as his organization’s 2018 study “B&B’s UNBOUND – The State of B&B’s in the U.S.”
The Association of Independent Hospitality Professionals (AIHP) is a nonprofit organization that represents, supports, educates, and advocates for independent hospitality professionals to enhance their personal satisfaction and business success. Founded in 2015, AIHP has seen phenomenal growth over the last four years and continues to gain traction as a key voice for independent lodging.
In 2018, the organization issued its in-depth “B&B’s UNBOUND – The State of B&B’s in the U.S.” study, which focuses on how independent hoteliers and B&Bs fit into the larger travel industry. In the face of the impact of OTAs and short-term rentals, the study found that the sector is actually growing overall, despite these disruptive trends.
In late March of this year, AIHP held its highly successful 2019 Knowledge Sharing Summit & Marketplace in Cincinnati. With events like this, a forward-thinking belief that technology and innovation is essential for helping innkeepers enhance the guest experience, and its commitment to educate its members, the organization is positioned to continue playing a key role in representing the independent hospitality sector for many years to come.
In this podcast, Rob shares insights into the mission of AIHP, its annual 2019 Summit, and key sector trends:
AIHP’s history and mission. (1:16)
Insights into the recent 2019 AIHP Summit and key takeaways from the event. (3:34)
How the AIHP Summit was also beneficial for the Frictionless Guest App. (6:42)
Information about the AIHP 2020 Knowledge Sharing Summit & Marketplace, which is taking place in Albuquerque, New Mexico. (10:00)
An overview of the “B&B’s UNBOUND – The State of B&B’s in the U.S.” 2018 study. (11:12)
Insights into both industry growth and the impact of OTAs and short-term rentals on the independent innkeeping sector. (15:35)
Why independent hoteliers need to embrace the new changes that are happening in the industry, and how organizations like AIHP can help. (19:58)
We are very thankful to Rob for sharing his insights with us! Stay tuned for part two of this interview series, where Rob discusses the upcoming 2019 State of B&Bs report being provided by AIHP and offers a deeper dive into the future of the independent hospitality sector. You can learn more about AIHP by visiting its website.
For episode #13 of the Frictionless Innkeeper podcast series, we speak with Peter MacLaren, owner and operator of the West Hill House B&B in Warren, Vermont, about enhancing the guest experience, committing to being a green property, and leveling the playing field with short-term rentals.
The secret sauce to being an award-winning B&B often comes down to a wide-range of ingredients. From achieving positive online reviews due to continually pleasing guests to becoming heavily involved in area chambers of commerce to being environmentally friendly, the West Hill House B&B checks off all of the boxes.
As a result, the Vermont Chamber of Commerce recently named Peter the 2019 “Innkeeper of the Year.” This is quite a tremendous accolade because there are more than 400 B&Bs and boutique hotels in Vermont, and the state is internationally known for being a destination for travelers seeking an off-the-beaten-path inn experience.
In addition, Peter and Susan focus on providing guests with insider knowledge on all of the skiing, restaurants, cheese makers, rafting, craft beer festivals, and other outdoors activities in the area. They also offer group breakfasts, which create opportunities for guests to get to know each other better.
In this podcast, Peter shares his innkeeper story, and how they offer an award-winning guest experience:
· The West Hill House B&B, and how Peter and Susan came about to be innkeepers. (1:07)
· Background about the property itself, as well as its amenities. (2:47)
· Background into how they were named the 2019 “Innkeeper of the Year.” (5:00)
· How Peter defines “guest experience” and how they continually aim to please guests. (7:15)
· How they provide guests with insider information on local events, restaurants, and attractions. (10:37)
· Their commitment to being a serious green property, including use of solar power and composting. (14:00)
· How Peter has been involved in issues like the rise of unlicensed short-term rentals in Vermont. (20:05)
We would like to thank Peter for sharing his insights . You can learn more about The West Hill House B&B by visiting their website.
For episode #12 of the Frictionless Innkeeper podcast series, we speak with Tim Piper, a renowned B&B expert and Partner with The Hearthside Group, who provides insights into his services and key trends in the innkeeping arena.
When getting into the B&B business, it’s all too easy to get caught up into the romantic vision of being an innkeeper in a bucolic place far away from the hectic pace that dominates life in major urban areas.
To be an aspiring innkeeper, the key is understanding if this business model actually works for you, and if so, develop the right strategies for ensuring long-term success. By taking off the “rose-colored” glasses, prospective innkeepers understand the realities behind running a successful inn or B&B.
Tim Piper offers in-depth business valuation and processes that help both B&B buyers and sellers either find, or sell, their properties. He also offers his popular Aspiring Innkeeper seminar series to help prospective buyers to fully understand how to succeed in this business.
In this podcast, Tim provides detailed insights into the consultancy services he offers for both B&B buyers and sellers:
· Tim’s background in the hospitality business. (1:04)
· Insights into The Hearthside Group’s offerings. (1:43)
· The services that Tim offers for prospective innkeepers, versus traditional real estate brokering services. (2:35)
· How the buying process works for Tim’s clients. (8:01)
· More about the services that Tim offers for B&B sellers. (11:01)
· Tim’s perspective on achieving long-term success as a B&B owner. (18:00)
· How Tim structures the payment for the services he provides for buyers. (20:44)
· Why it is important that buyers use consultants like Tim to help them find the right property. (25:34)
We would like to thank Tim for sharing his insights. You can learn more about The Hearthside Group by visiting their website.
For episode #11 of the Frictionless Innkeeper podcast series, we speak with Wendy Collins, co-owner of The Mission Inn in Cape May, NJ, who discusses how she takes a “high-tech, high-touch” approach to pleasing guests.
As with other corporate professionals entering the innkeeper arena, there is much to be drawn from prior work experiences that can help to differentiate a property on many levels.
For Wendy Collins and Laura Shaddock, this means fully leveraging technology for both pleasing guests, and effectively running The Mission Inn.
After acquiring the property in 2016, Wendy and Laura quickly automated pre- and post-stay emails that provide insights on their favorite events around town, and encourage guests to leave positive online reviews, respectively. They also use a new cloud-based guest booking engine that allows them to manage guest bookings from their mobile devices.
In addition, Wendy and Laura have expanded their 2,000 Facebook followers into Instagram, which allows them to appeal to younger guests. The property also has an email database of more than 5,000 people for their ongoing e-blasts, which have an open rate of 40 to 45 percent – whereas the industry email open rate is only 10 percent.
Another way The Mission Inn differentiates itself is through its in-house concert series – where they have top musical talent perform at the property. Wendy and Laura use these concerts as a great way to draw people to the property during the winter months, and it enhances overall word-of-mouth marketing – with people actually booking their stays when there is a concert.
As a result of these efforts, The Mission Inn has built a loyal following, which allows them to do 100 percent of their bookings direct – without needing to rely on OTAs.
In this podcast, Wendy shares her innkeeper story, and how they truly focus on providing specialized guest experiences:
Insights about how Wendy and Laura became innkeepers. (1:00)
Details about The Mission Inn and the B&B landscape in Cape May, NJ. (2:14)
How and why they take a “high-tech, high-touch” approach. (4:30)
Insights into their use of social media for connecting with guests and bringing in new guests. (7:11)
How they balance the use of technology with personally interacting with their guests. (11:30)
Putting on monthly house concerts during October through April. (12:10)
How they built guest loyalty to the point where they don’t need to rely on OTAs. (16:30)
How Wendy defines “guest experience,” and how they deliver on providing a great stay. (21:10)
We would like to thank Wendy for sharing her innkeeper story. You can learn more about The Mission Inn by visiting their website.
For episode #10 of the Frictionless Innkeeper podcast series, we speak with Kenni Ball, the hired innkeeper for the Wallingford Victorian Inn in Wallingford, CT, who discusses her love for hospitality and what it’s like to be an outsourced innkeeper.
While we assume that all innkeepers own and operate their properties, there are B&Bs out there that rely on outsourced talent to manage the day-to-day work.
This is the case with the Wallingford Victorian Inn, which is a property that is taking advantage of a talented young professional who has a deep passion for hospitality and pleasing guests.
For the past two years, Kenni (who is currently 25 years-old) has managed the property for the owners, but she is not your run-of-the-mill employee. Since the age of 13, she has worked in the B&B arena, and officially became an innkeeper at the ripe old age of 19. She also did a brief stint at a larger hotel, but found the B&B lifestyle more suited to her personality and work style.
As a result, she enjoys interacting and helping Wallingford Victorian Inn guests to build great memories from their stays, and be the face of the property.
She also believes that her real world experience – as opposed to studying hospitality in a university setting – has allowed her to better advance her career. In terms of growth, she ultimately wants to own and operate her own B&B.
In this podcast, Kenni shares her innkeeper story:
Kenni’s background and how she got into the hospitality arena. (:52)
Why Kenni finds herself to be more suited for B&Bs, as opposed to larger hotel chains. (2:20)
How she learned how to be an innkeeper through hands-on experience. (4:33)
The challenges and opportunities she has as a 25-year-old innkeeper. (6:42)
What drew Kenni to the Wallingford Victorian Inn and the dynamics of her day-to-day work. (8:42)
Kenni’s longer-term goal of owning her own B&B. (13:20)
Kenni’s suggestions for what innkeepers should look for when outsourcing talent like her. (18:22)
We would like to thank Kenni for sharing her innkeeper story. You can learn more about the Wallingford Victorian Inn by visiting their website.
For episode #9 of the Frictionless Innkeeper podcast series, we speak with Isabelle Chicoine and Karim Houry, owners of the Woodstocker B&B in Woodstock, Vermont, who discuss their property selection process, transition from the business world to being innkeepers, how they continually aim to improve the guest experience, and their Airbnb strategy.
In having conversations with other innkeepers, we have learned that property owners can come from a variety of professional backgrounds, and some bring a wide range of business experiences that can be leveraged successfully in the B&B arena.
Former marketing communications and financial services executives, Isabelle and Karim are great examples of this. When these professionals decided to leave the corporate world but weren’t sure what type of business to pursue, they took a business-like approach to help them decide to become innkeepers.
Their business background also helped them use an analytical and strategic approach in determining which property to buy and operate. This led them to Woodstock, Vermont and the purchase of the Woodstocker B&B in March 2018.
After a brief apprenticeship at another B&B and then opening last summer, the couple dove right into the local community and fully embraced their new professional lifestyles. For example, they have designed specialized, season-specific guest experience packages for hiking and other outdoor activities, and are involved with the Woodstock town council regarding policies for short-term rentals. They have also developed a strategy for effectively using Airbnb and OTAs to improve their booking volume and revenue stream.
In this podcast, Isabelle and Karim share their innkeeper story:
· Isabelle and Karim’s background and how they came to be innkeepers. (:54)
· How they found and purchased the Woodstocker B&B. (5:00)
· More about the Woodstocker B&B property. (13:03)
· How Isabelle and Karim differentiate themselves and appeal to Millennials. (16:55)
· The continuous focus on enhancing the guest experience. (20:57)
· Their overall Airbnb strategy for increasing bookings. (24:14)
· What the future holds for the Woodstocker B&B. (32:49)
We would like to thank Isabelle and Karim for sharing their innkeeper story. You can learn more about the Woodstocker B&B by visiting their website.
For Episode #8 of the Frictionless Innkeeper podcast series, we speak with Linda Smith, Owner and Operator ofRachael’s Dowry Bed & Breakfast in Baltimore, Maryland, who discusses her innkeeper story, important new legislation happening in Baltimore with regards to Airbnb, and her perspective on OTAs.
Innkeepers often come from diverse backgrounds and Linda Smith is a prime example of a professional who underwent the transformation to becoming an innkeeper, bringing with her a high level of business savvy. As a former telecommunications executive, her previous experience provides her with the skills to effectively market and manage her property, as well as to help influence legislation to positively impact her industry.
She has been involved with therecent legislation in Baltimore that requires hosts using short-term rental platforms to register with city authorities and pay the equivalent of a hotel tax on Airbnb-style stays.
Linda notes that the main goal of the legislation is to prevent investors from offering a large number of properties on Airbnb, HomeAway and other websites. As we highlighted in aformer podcast interview, these types of home-stay offerings can damage communities – with South Haven, Michigan, being a prime example.
She also discusses the realities of using OTAs to bring new guests to her property while working toward getting return guests to book directly.
In this podcast, Linda shares her candid insights into Baltimore’s new legislation and how she uses OTAs to her best advantage:
Linda’s background and how she came to be an innkeeper. (1:00)
Details about the Rachael’s Dowry Bed & Breakfast property. (3:00)
Linda’s involvement and perspective on the new Airbnb legislation in Baltimore. (9:53)
How the legislation compares to the way that other cities have dealt with investor-driven short-term stay issues. (14:23)
The impact of Airbnb on innkeepers like Linda. (18:06)
How Linda utilizes OTAs for driving new bookings. (27:01)
Linda’s post-stay marketing and relationship-building efforts to enhance guest loyalty. (30:24)
We would like to thank Linda for sharing her story about the new legislation in Baltimore regarding Airbnb and her insights into using OTAs. You can learn more about Rachael’s Dowry Bed & Breakfast by visiting herwebsite.
For Episode #7 of the Frictionless Innkeeper podcast series, we speak with Elaine Herbert, Owner and Operator of the Yelton Manor Bed & Breakfast in South Haven, Michigan, who discusses why innkeepers need to determine who their ideal guests are, and why Millennials fit the bill perfectly for her property.
A major component for developing a brand vision for any inn comes down to determining your ideal guest demographic. While it may sound cliché, different generations have personality traits, spending power, and guest preferences when they stay at independent properties.
Elaine finds that Millennial guests at the Yelton Manor Bed & Breakfast are ideal. She feels that these guests are trouble-free, respect policies and boundaries, and are warm and friendly overall. Conversely, she feels that Baby Boomers are not a perfect fit for her property, and have more specialized needs and demands.
In this podcast, Elaine shares her candid insights into why Millennials are the perfect guest for her property. Here some highlights from our conversation:
The background and history of the Yelton Manor. (1:00)
Elaine’s perspective on Millennial guests. (2:00)
How Elaine markets to Millennials. (8:42)
Insights into why Millennials want to stay at B&Bs. (16:50)
Why trust is important for Millennials. (26:44)
As always, we would like to thank Elaine for sharing her candid insights, and be sure to listen to her previous interview about how Airbnb has ruined communities worldwide. You can also learn more about the Yelton Manor Bed & Breakfast by visiting their website.
For Episode #6 of the Frictionless Innkeeper podcast series, we speak with Elaine Herbert, Owner and Operator of theYelton Manor Bed and Breakfast in South Haven, Michigan,about the negative impact of Airbnb on her B&B, community, and tourist destinations around the world.
The impact of Airbnb on both innkeepers and their communities is not always apparent to most people, since much of the media focuses on how larger hoteliers deal with this competitive landscape.
The reality is that Airbnb can negatively affect innkeepers and communities throughout the world. As Elaine highlights in this podcast interview, the home-sharing provider has both challenged her B&B’s ability to thrive and had dire consequences on her community of South Haven, Michigan, where she and her husband have lived for more than 30 years.
The arrival of Airbnb has impacted South Haven in many ways — incentivizing long-term residents to sell their homes to investors, decreasing tax revenues in various forms, creating a tenuous and sometimes threatening local political atmosphere, and causing overcrowding by visitors with a penchant for partying — ultimately resulting in what Elaine describes as a true “battle for the soul of the town.”
In this podcast, Elaine shares her candid insights into how Airbnb’s home-sharing approach has changed the face of South Haven and impacted tourism-based communities around the world. Here are some highlights from our conversation:
The background and creation of the Yelton Manor Bed and Breakfast. (:50)
More about the Yelton Manor property and its extraordinary history of guests’ experiences. (5:52)
Airbnb’s negative impact on the South Haven community and beyond. (9:30)
How Elaine and other communities have fought to combat residential rentals. (20:50)
We would like to thank Elaine for sharing her candid insights about Airbnb. We look forward to providing a future podcast where she discusses the appeal and her admiration of Millennial guests. You can learn more about the Yelton Manor Bed and Breakfast by visiting their website.
For Episode #5 of the Frictionless Innkeeper podcast series, we speak with Debbi Fotsh, the owner and operator of Woodridge B&B, located outside of Slidell, Louisiana, about the challenges and opportunities she faces in dealing with Online Travel Agencies (OTAs).
For many innkeepers, dealing with OTAs can be both a blessing and a curse. While these channels can help provide more booking opportunities, they often come with a price, which includes high commissions, lack of direct access to guest information, a slow payment cycle, and bookings coming from fraudulent credit cards.
On a more positive note, OTAs have the marketing resources and guest search traffic to help enhance overall bookings – especially during slower times of the year. Debbi has a great amount of experience dealing with these issues and opportunities since 2010.
In this podcast, Debbi shares her candid insights on utilizing OTAs to the maximum benefit of innkeepers. Here some highlights from our conversation:
The background and history of Woodridge B&B. (1:00)
Debbi’s experiences in working with OTAs. (2:40)
Debbi’s timeline in working, and not working, with OTAs. (7:35)
Fraudulent bookings and other OTA issues that Debbie had to manage. (15:23)
Why innkeepers need to do things on their own behalf when dealing with OTAs. (19:24)
Debbie’s tips for how innkeepers can improve their interactions with guests while working with OTAs. (27:16)
We would like to thank Debbi for sharing her candid insights about dealing with OTAs. You can learn more about Woodridge B&B by visiting theirwebsite.
