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.
