Frictionless TIP #11: Lessons in Vision and Perseverance

by Steve Short | Jul 12, 2021 | Frictionless Innkeeper Posts, Frictionless Tips

Whether you are a seasoned lodging professional trying to emerge from the ruins of the COVID pandemic or recently starting out as a new innkeeper, success can seem nearly unachievable.  And while the journey may be long and daunting, the good news is that you’re not the first to go down that road.

You can learn, if not be inspired from those who have faced some incredible challenges and emerged with successful lodging businesses.  Take the case of Wendy Kelly, who we recently interviewed for our Frictionless Innkeeper podcast series. 

Through uncharacteristic circumstances, Wendy and her husband became the owners of the Agate Beach Motel in 1990 with absolutely no experience in hospitality.  They soon found themselves faced with one of the biggest challenges of their lives.

At the time, the property was far from being operational, with broken windows in the units, and yellow tape across some of the rooms because of previous drug activity.  Through a vision of what she wanted the motel to be and pure perseverance, Wendy was able to turn Agate Beach Motel into an award-winning property.  She has since purchased and renovated the Wall Street Suites, a top-rated boutique property in Bend, Oregon.

There are several lessons that we took away from our discussion with Wendy and the story she told us.  Here are some that we hope will help and inspire you on your journey toward lodging success:

• A vision is essential: Before you take any journey, you have to know where you want to go.  You don’t have to have all of the details but you have to have a vision of what you want your property to be in the future.  Without it, you won’t know how to get there or be able to persevere when you face the many challenges along the way.

• Where do you start?: I remember seeing a business documentary where Wally Amos, the founder of Famous Amos cookies, was being interviewed about his entrepreneurial success.  The interviewer wanted to get his advice for people starting out with a new business idea, so he was asked “Where do you start?” and I thought his reply was brilliantly simple: “You start from where you are.  You start from right here, right now.” In other words, the current situation is what it is, so get with it and work with what you have.  It’s the only way to determine how to overcome the obstacles in the way of executing your vision.

• Process makes perfect: You can’t do it all yourself and the only way you can have others do things the way you want them to be done is to create processes and make them an integral part of your business.  In talking with Wendy, it became apparent that she is very process-oriented and that mindset has contributed greatly to her ability to build a successful organization.

• Make incremental changes: You want to create a property fitting of your own unique vision but you don’t need to reinvent the lodging industry.  As you “start from where you are”, make incremental changes and keep improving over time.  Start with industry norms and tweak them according to your vision of how you want to manage your property.

• Pay attention to the details: You have to prioritize and work on what’s most important first, rather than getting weighed down by the details of insignificant things.  As the “7 Habits” author, Stephen R. Covey, once suggested, don’t get  mired “in the thick of thin things.”  On the other hand, you can’t forget the old adage that “the devil is in the details.” If you implement processes that fit your vision, paying attention to the details allows you to incrementally improve them and get you closer to your vision.

• Hire people based upon “soft skills”: Many of the people working for Wendy’s properties were like her – they started without any experience in the hospitality industry.  While experience is sometimes necessary based upon the position, a service-oriented and wanting-to-learn mindset is essential.  When hiring at my organization, we call these “soft skills” and have found them to be one of the most important factors in hiring successful people.

• Keep the faith and persevere: Nothing of any real value in life comes easily.  But if you stay faithful to your vision, you’ll be willing to persevere when the challenges sometimes seem insurmountable. 

Wherever you are in your journey to make your vision a reality, learning the stories of people like Wendy Kelly can help inspire you during the toughest of times.  Have a vision, start from where you are NOW, build detailed processes, hire caring people, and keep the faith.

Good luck!

Thanks to Wendy Kelly, the owner of the Wall Street Suites and the Agate Beach Motel – two independent/boutique properties in Oregon – for contributing to this Frictionless Innkeeper TIP during a Frictionless Innkeeper podcast.

Frictionless TIP #10: Creative Ways to Differentiate Your Property

by Steve Short | Mar 31, 2021 | Frictionless Innkeeper Posts, Frictionless Tips

It is often the most challenging times that spark a creative movement. As the COVID-19 pandemic continues to heavily impact the lodging industry, it presents the opportunity for innkeepers and boutique hotel owners to develop new ways to differentiate their properties.

In late 2020, we published a series of COVID re-opening stories that provided tips and insights from innkeepers on how they have pivoted their businesses during the pandemic in order to survive and oftentimes thrive.

In addition to these insights, Christa Freeland of the Founder House Austin provided some creative tips for property owners in a recent podcast interview we did with her.

“Now is the time to shine,” says Christa. “It’s amazing that we have this golden opportunity to be more creative and different, and redefine hospitality.”

Here are some ideas provided by Christa, as well as some other innkeepers we’ve interviewed, intended to help you get creative and try to differentiate your property:

• Find the one thing that makes your property special, and fully leverage that to current and prospective guests.
• Host live music events.
• Hold socially distanced spin classes outside.
• Project creative visuals on your property to draw attention to it.
• Find your passion and focus your property’s offering around it. For example, Dan Tatarka loves to brew beer, so he and his wife Terri have made beer the central attraction to the guests they host at WildManDan’s Beercentric B&B.
• Hire video jockeys to hold socially distanced electronic music/art events.
• If historic sites are close by, host a knowledgeable tour guide for breakfast with your guests and have them talk about it.
• Partner with local crafts people and have them hold exclusive classes for your guests.

Thanks to  Christa Freeland, an entrepreneur, former tech venture studio executive, and the manager of the Founder House Austin, for contributing to this Frictionless Innkeeper TIP. Be sure to also listen to our first podcast with Christa where she discusses how the Founder House Austin shifted from solely being a Bed and Breakfast to being part of a co-working and co-living space for entrepreneurs.

Photo by Mika Baumeister on Unsplash

Frictionless TIP #9: Learn and Promote Some Amazing COVID-19 Cleaning and Disinfecting Ideas

by Steve Short | Nov 20, 2020 | Frictionless Innkeeper Posts, Frictionless Tips

As the United States experiences a resurgence in COVID-19 cases, many innkeepers are hoping to keep their properties open, as long as guests are willing to travel to their destination.  Having experienced an initial COVID wave, guests are likely more conscious and knowledgeable than ever about finding lodging providers that are committed to cleaning and disinfecting to make their stay as safe as possible.

While all innkeepers have become more aware of the importance of cleaning because of the pandemic, it’s always worthwhile to continue learning about the topic.  In addition, it’s essential to communicate your knowledge and how you apply it at your property when marketing to prospective guests through your website and other channels.

Showing that you understand some of the science behind your cleaning approach may actually differentiate your property from others and result in more bookings, as well as positive reviews if guests see your commitment to their safety in action during their stay.

So, to pass on some knowledge and suggestions that you may not have heard before, we’ve tapped Teresa Luttrell, owner of Enliven Bed and Breakfast.  Teresa has done a few podcasts with us and we’ve been amazed with the depth and breath of her knowledge on the subject of cleaning and disinfecting.

That should come as no surprise, since Teresa is passionate about keeping her property safe for medical travelers staying with her while getting their respective treatments.  She has also established chemicalfreeinns.com to advocate for chemical-free cleaning and help innkeepers interested in finding ways to do so. In other words, Teresa is a true hygiene expert – so much so that we’ve given her the endearing nickname of the “Queen of Hygiene”.

We have taken what we’ve learned from Teresa’s most recent podcast and condensed it into some basic ideas and suggestions, with the hope that you can use them to increase your knowledge, improve your cleaning processes, and better market your approach to prospective guests.  Here they are:

1. Remove Biofilms: Biofilms are a collection of microorganisms, including bacteria, fungi and protists, which can grow on wet surfaces.  They can be removed through rigorous surface cleaning/disinfection, and keeping these surfaces dry to prevent biofilms from repopulating.

2. Use Steam Vapor Systems: Ladybug steam vapor systems from Advanced Vapor Technologies can also destroy biofilms through the use of steam and vapor heat. Lab tests have shown that this type of solution to be highly effective for cleaning any surface – killing germs in seven seconds.

3. Use Hypochlorous Acid‎: The BRIOTECH Hypochlorous Acid (HOCl) solution is a bio-compatible sanitizer and disinfectant that’s been approved for use by the EPA in 34 states. It is completely safe for use – so much so that it is also effective for healing wounds, because it is the substance white blood cells produce to fight off infections.

4. Tips for Disinfecting the Air: Since there’s concern about the air-borne spread of COVID-19, Teresa recommends the use of IQ air filters, which are used in hospitals. She also recommends using an ultrasonic humidifier, and run HOCI through it to clean the air.

5. Don’t Forget Overlooked Areas: Don’t forget to clean and sanitize TV remotes, light switches, doorknobs, coffee machines, shower heads, drains, and buttons on security safes. All of these areas are often overlooked and can be cleaned with steam vapor.

6. Hygiene is the New Luxury: Be sure to market your next-gen cleaning efforts to your current and prospective guests because “hygiene is the new luxury,” according to Teresa.  Imagine how positive prospective guests might feel about your commitment to their safety if they read about some of these ideas on your website!

Thanks to Teresa Luttrell, owner of Enliven Bed and Breakfast, and “Queen of Hygiene” for contributing to this Frictionless Innkeeper TIP by sharing insights during a Frictionless Innkeeper podcast.

Photo by CDC on Unsplash