Innkeeping Quarterly Magazine by Ingrid Thorson

Fall 2010 • Volume 4, Issue 4

innkeeping quarterly

smart reading for smart innkeeping

… a d l r o ew h t y ow h a s o W y t r a e t e m i t S t t s to page 5 It’ Be

18 Best Practices for Responding to Online Reviews

40 HIRE Act: Will You Qualify for Benefits in 2010?

Professional Association of Innkeepers International

44 Food Glorious Food! Elsie’s Biscuits

e nc e r fe 3 on ge 2 C a ing ~ P p e ke Show n n 1 I de 201 & Tra

Fall 2010 • Volume 4, Issue 4

innkeeping quarterly

feature article 18

smart reading for smart innkeeping

Best Practices for Responding to Online Reviews

special sections 10

2010 New England Innkeeping Show

2011 Innkeeping Conference and Trade Show

departments

cover story

It’s time to show the world a Better Way to Stay

Key Notes

Industry News Beat

By The Numbers

Business Matters

Food Glorious Food

Innkeeper 2 Innkeeper

Industry Events

PAII News and Information Center

Advertisers’ Index

Innkeeping Quarterly (IQ), is PAII’s quarterly periodical. PAII has been dedicated to fostering the knowledge and expertise of keepers of the inn for over 20 years. In line with this mission, each issue of IQ features members of the innkeeping community and covers topics that are important to those in the innkeeping industry: real estate, food, finances, customer relations, operations, marketing, and more. IQ: smart reading for smart innkeeping Professional Association of Innkeepers International www.innkeeping.org • 800.468.PAII © 2010, Professional Association of Innkeepers International

IQ smart reading for smart innkeeping

About IQ: IQ is published quarterly. Editorial comments and suggestions are welcomed. To contribute, please contact Ingrid Thorson, 856-310-1102, Ingrid@paii.org. Editorial Office: PAII, 207 White Horse Pike Haddon Heights, NJ 08035 IQ Staff: Contributing Editors: John Felton Ingrid Thorson Contributing Writers: Daniel Edward Craig Joseph A. Hinske Laurey Masterton Michele McVay Design: Imbue Creative Advertising Sales: Marlene Sapir PAII Staff: Jay Karen President and CEO Michele McVay Vice President Isabel Abreu Membership Sales Coordinator Marlene Sapir Vendor Services & Sales Ingrid Thorson Marketing & Communications Manager Marty DeLuca Bookkeeper

Key Notes Key Notes —The B&B Industry Needs Some Inspiration

o, you’re going to read in this issue of Innkeeping Quarterly all about the beginnings of the “Better Way to Stay” campaign, which is being created to draw more attention to the B&B option. You will read about the plans for a consumer web site and how it will be a portal to dozens of existing allied association web sites and B&B directories, rather than just creating another mousetrap/directory. Many in our industry will tend to put a lot of weight in the web site itself. That’s really not what “Better Way to Stay” is about; the web site is just a part of the overall mission. Our plan to attract more of Gen X to our corner of the lodging and hospitality world is going to involve creative, envelope-pushing media (keep in mind, Gen Xers are now in their 40s). The B&B industry relies heavily on conservative forms of media, messages, and images, and it gets us only so far. Basically, it gets us what we’ve got, and stops there. PAII wants to push the boundaries of what are acceptable messages and forms of media to get more people thinking and talking about B&Bs. I offer three examples of inspiration for the kinds of things we could be doing. Go online to YouTube and search for the following exact phrases: “HomeAway Super Bowl Commercial” You’ll recognize Beverly D’Angelo and Chevy Chase reprising their famous roles as the Griswolds in this funny, anti-hotel commercial. This aired during the 2010 Super Bowl, which was seen by tens of millions of people. The YouTube video has been viewed over 650,000 times. There is a 32-second trailer and a 14-minute “mini movie.” “Old Spice guy” These now-famous commercials are just plain funny. You’ll notice they’ve produced about 5 videos with the manly man who convinces you that your man should be like

him and use Old Spice, and each of these has millions of views. Who was thinking “Old Spice” at all before these hit the air waves and Facebook walls? No one. “Hunter shoots a bear” Over ten million people viewed this highly creative series of videos. All I’m going to say is that White-Out has a new competitor, and the name of this company is now in my head. It wasn’t before. We certainly don’t and will not likely have hundreds of thousands or millions of dollars to create videos with paid celebrities, but I know we can do some amazing stuff on a modest budget. And a budget we will need—we will need money to make this happen. I hope you will consider giving to the “Better Way to Stay” campaign. We need all the support we can get, and travelers need all the help they can get to open their eyes to what’s so fantastic about our industry. In this new digital age where social media is starting to reign, we are going to leverage it to try and get you more guests. I hope that is worthy of your support. At minimum, please join PAII and support the organization behind this. In addition, we’re asking innkeepers to contribute an amount equivalent to just one room night at your inn to the campaign. If every inn in North America did this, we actually would have millions of dollars. But we know that not all will give. Some will be dedicated and help make things happen, and some will be content to observe and maybe benefit from the campaign anyway. Please be one of the dedicated. Go to www.BetterWaytoStay.com to participate.

Jay Karen President & CEO

5 It’s time to show the world a by Marti Mayne

he beleaguered hotel industry has tired of below-budget sales and discounted prices. They’ve realized the bottom has dropped out of the business travel market, so they’re turning their attention to the leisure travel market, the heart of most B&Bs’ business base. In addition, Priceline.com just announced the addition of a feature that allows travelers to search and find hotels by their free amenities such as wi-fi, parking and breakfast. Demonstrating the value proposition of B&Bs is getting harder and harder when hotels continue to steal pages from our playbook. Additionally, research conducted by PAII and Trip Advisor in 2009 shows the largest reason travelers don’t choose B&Bs is because it doesn’t cross their mind as an option. It’s estimated approximately five percent of travelers, choose B&Bs. The Better Way

to Stay campaign is out to increase that number. What’s it all about? As the hotel industry steps up its assault on the leisure traveler PAII wants every B&B in North America to be ready and armed with materials to convince travelers that B&Bs are the better way to stay. Inspired and bolstered by campaigns like the Old Spice Man and Tipp-Ex Bear hunt (Search Google to see what we’re talking about), we’re poised to launch a campaign that will inspire Facebook and YouTube newbies and junkies alike. We’re planning a highly personalized website allowing travelers to find a B&B/inn that fits their interests and tastes. We plan to offer innkeepers plenty of video clips and blog/tweet material to help spread the message that B&Bs are the better way to

stay. And this campaign will incorporate humor and intrigue to inspire fans to watch and pass it on. The Better Way to Stay campaign is poised to offer the tools and craft the messages for you to go head-to-head with hotels for business and leisure travelers. Offering print, Internet, video and social marketing tools for innkeepers and associations to use and share with their guests, this exciting, fresh, and on the “edge of edgy” is sure to go viral. We envision videos drawing stark contrasts between impersonal hotels with authentic B&Bs. We also envision creating a Better Way to Stay website that goes beyond a directory and links travelers not only with allied associations and B&B directories, but also produces a list of B&Bs completely personalized to the travelers’ interests. The intent of the website is not to create another

fall 2010 • innkeeping quarterly

6 directory, but to serve as a portal to the many existing B&B directories and associations, plus provide the personal attention to the travelers’ needs which consumers are demanding today. This will take travel planning to the next level, and to a place hotels have been unable to go. The Better Way to Stay campaign will include exciting social networking campaigns including contests, user generated content, fun and funny videos worth sharing, and much more. Additionally, it will offer innkeepers everything from blog entries to sample tweets for sharing. It will serve as a B&B library for the media, compiling press releases and news from associations, directories and innkeepers while serving as the ultimate resource for the media. Additionally, it will offer statistics, demographics and FAQs for those researching the B&B industry. It will be an important clearinghouse for B&B industry information, and one which travelers and media will bookmark and use often. The goal of the Better Way to Stay campaign is to reach the audience offering the best potential for current and future business — Gen-X and Gen-Y travelers (25–45 years old), with the intention of hooking them on today’s B&B experience and converting them to “B&B lifers”. We’ve calculated that if this campaign can move just one half of one percent of today’s hotel goers, it can translate into as many as 50 new customers for every B&B in North America and bring B&Bs onto travelers’ radar screens. We need your support The campaign can’t happen without your support. PAII is turning to the B&B industry to fund the Better Way to Stay campaign. This is a campaign for the industry, by the industry, and one which we hope will result in new business for everyone. We’re confident allied associations, innkeeping quarterly • fall 2010

It will be an important clearinghouse for B&B industry information, and one which travelers and media will bookmark and use often. B&B directories, B&B industry vendors, and innkeepers will understand the value of a unified, creative and state-of-the-art branding campaign to convince travelers they deserve to discover a better way to stay. For the industry’s most exciting initiative, we’re hoping each innkeeper will come on board and make a monetary donation equivalent to the cost of staying one night at your inn/B&B. We’re expecting allied associations will donate and in exchange for certain level donations, we’ll reward those participating with customized logos (i.e. the New York Way to Stay, the Wine Country Way to Stay — the sky’s the limit on options), inclusion in press release, videos,

and coverage via PAII blogs, magazines, BetterWaytoStay.com and more. PAII has issued a challenge. In an effort to encourage support and funds from every state in the union and every province in Canada, we’ll offer to film one of the videos for the campaign entirely in the state or province raising the most money collectively between associations and innkeepers in that state/province. Imagine a video showing B&Bs and inngoers enjoying activities which showcase travel to your region. At a recent PAII Advisory Council meeting, a room full of innkeepers, B&B vendors and consultants were so moved by the description of the campaign, several hundred dollars were raised in a matter of minutes from those around the table after learning about the campaign’s plans. There’s been so much enthusiasm about the campaign leading up to this launch, a number of association leaders and innkeepers — when they heard about the campaign from PAII’s CEO, Jay Karen via blog postings, and association meetings and conferences—stepped up to the plate with blind faith donations

7 before we could even describe the campaign. We’ve affectionately dubbed this group the “Blind Faith Club.” Made up of associations and innkeepers who offered donations to support the planning and initial launch of the campaign, Blind Faith Club members include BedandBreakfast. com, British Columbia B&B Innkeepers Guild, Empire State B&B Association, New Mexico B&B Association, Bed and Breakfast Inns of Missouri, Illinois B&B Association, Indiana B&B Innkeepers Association, Pennsylvania Tourism & Lodging, B&B Association of Arkansas, Bed and Breakfast Association of Virginia and a number of innkeepers and vendors from throughout the country. We have lofty goals for the Better Way to Stay campaign, but they’re all dependent upon funding. PAII is working with B&B industry consultants and cutting edge marketing companies like Brand

PAII is working with B&B industry consultants and cutting edge marketing companies like Brand Pandemic to devise exciting ways to start spreading the B&B news virally. Pandemic to devise exciting ways to start spreading the B&B news virally. Here is a sampling of branding and buzz marketing tools we can develop if we reach our funding levels. $25,000 can fund: 1. development of www.BetterWayto Stay.com, a website designed to

communicate today’s B&B experience, help travelers find the perfect B&B, provide convincing reasons to choose B&Bs, and serve as a resource to the media, researchers and consumers to learn about a Better Way to Stay. 2. development of initial video clips providing enticing reasons to choose B&Bs and for sharing that can be posted and shared by any entity within the industry. 3. establishment of target social media sites and launch social media campaign via Facebook and Twitter. 4. launch the PR campaign $50,000 can fund: 1. All of the above plus five videos highlighting supporter regions and offering clever reasons B&Bs and inns are the Better Way to Stay. We envision a Good-Better campaign

fall 2010 • innkeeping quarterly

4. 5.

where crowded hotel hot tubs, mundane hotel breakfast buffets and long lines at check in are depicted as (well) good, I suppose, then contrasted with fabulous hot tubs, gourmet breakfasts and friendly innkeepers at B&Bs as the better option. Portals for consumer-generated content including videos, photos and testimonials, offering the opportunity to not only submit content, photos and videos, but vote on whose content, photos or videos are the best to send the contests viral. Further development of social networking campaigns including additional contests, video chats and more. Limited Facebook, TripAdvisor, or Google ad campaigns. A database program added to the website allowing travelers to input their interests and find your B&B. Wouldn’t you like to be on that list?

$75,000 – $100,000 can fund: 1. All of the above plus strong regional banner campaigns on TripAdvisor and Facebook

innkeeping quarterly • fall 2010

2. YouTube Channel with additional videos and webisodes for sharing 3. Increased reach via traditional PR campaign utilizing wire services, online subscription services and 1:1 media outreach. 4. Additional webisodes which push the envelope…we’re not sure we dare share our idea about hijacking the hotel shuttle quite yet! We encourage you to visit www. BetterWaytoStay.com, the website we’ve created to explain the campaign to the B&B industry. Here you will find extensive information about the campaign, resources for you to use in your own blogs, Twitter and Facebook campaigns, descriptions of rewards for supporting the campaign, and links to our secure online donations forms. If you have not yet seen it, please be sure to watch the video we’ve created to inspire innkeepers to participate in the campaign. We’re pretty sure it will make you feel proud of your profession. We still get goose bumps each time we watch it. Please pass along links to the site and video to all of your fellow innkeepers and start spreading the news to the B&B industry.

9 Thank you in advance for your support. We’ve received enthusiastic emails from innkeepers and association leaders offering their encouragement. We hope to hear from you too. Now go visit www.Better WaytoStay.com. ■ Marti Mayne has taken 28 years of marketing experience and dedicated it to providing marketing and public relations services for the tourism, and bed and breakfast industry with her company Maynely Marketing. Specializing in public relations and marketing for vacation destinations, country inns, and bed and breakfasts, Maynely Marketing works with convention and visitors bu-

Do Your Part and Support the Better Way to Stay campaign If innkeepers across North America each donate the cost of one room night and allied associations and B&B vendors join in with larger donations, the campaign can be fully funded. Simply go to www. BetterWaytoStay.com and click on the yellow SUPPORT THE CAUSE buttons to make a secure online donation and to learn all about the details and rewards of the campaign. To send checks, please make them out to PAII and add a notation that your donation is for the Better Way to Stay campaign. Please send checks to:

Professional Association of Innkeepers International 207 White Horse Pike Haddon Heights, NJ 08035

Questions? Contact Marti Mayne, Better Way to Stay Campaign Coordinator at Info@ maynelymarketing.com or Jay Karen, President and CEO, PAII at Jay@paii.org.

Thank you in advance for your support.

reaus, state lodging and bed and breakfast associations, country inns/bed and breakfast consortiums and individual country inns/bed and breakfasts to offer consultation in development of press kits, press releases, press tours, and social and more traditional media cam-

Hats off to the Blind Faith Club

Kudos and thanks to our early supporters of the Better Way to Stay Campaign

paigns, plus website copy, marketing

BedandBreakfast.com

plans and troubleshooting. She was the

British Columbia B&B Innkeepers Guild

former publicist for BedandBreakfast.

Empire State B&B Association

com, offering information about the

New Mexico B&B Association

B&B industry to TV, radio, newspaper, magazines and Internet media for 7 years and now is helping to manage

Bed and Breakfast Inns of Missouri Illinois B&B Association

PAII’s Better Way to Stay campaign.

Indiana B&B Innkeepers Association

Marti Mayne has recently added travel

Pennsylvania Tourism & Lodging

writing to her repertoire, providing sto-

Bed and Breakfast Association of Arkansas

ries for the Birds Eye View, the inflight magazine for Cape Air, Geico Magazine, and NHtoDo Magazine. She is the B&B Examiner for Boston’s Examiner.com guide, the B&B Editor for Wandering Educators.com and a regular contributor to EllenBarone.com, one of the oldest travel blogs.

Bed and Breakfast Association of Virginia Carol Davis, Blisswood B&B, Cat Springs, TX Ray and Kristie Rosset, Lookout Point Inn, Hot Springs, AR Dee Fegan, Pheasant Field B&B, Carlisle PA

Dallas & Nancy Renner, Chocolate Turtle B&B, Corrales NM Sarak Dolk, Adobe Nido, Albuquerque NM Elaine Sommer, Summit Inn B&B, Center City MN Colleen Rinaldi, Sabal Palm House, Lake Worth FL Doug Breitling, Arsenic and Old Lace, Eureka Springs AR Judith Lynn Biery, Sebring Manor Inn & Spa, Sebring, OH Dieter Gerhard, Birds of a Feather Victoria Oceanfront B&B, North Studio.com Web Design & StikkyMedia.com Social Media Marketing Brian & Leslie Mulcahy, Rabbit Hill Inn, Lower Waterford, Vermont

And a special thank you to the PAII Advisory Council members and Better Way to Stay Task Force for their generous donations of money and ideas.

fall 2010 • innkeeping quarterly

Solutions for

New England Innkeeping Get the most progressive and in-depth education for running successful B&Bs and inns Creative strategies for increasing business in the off season ■■ The Most Up to Date Trends in Online Marketing ■■ Working with your local organic farms ■■ And Much More… ■■

Swap ideas with your peers: What’s working these days, and what isn’t? Save a bundle at the trade show

Don’t miss the second New England Innkeeping Conference & Trade Show! The New England Innkeeping Show is the perfect place within driving distance to spend a couple of days away from your inn and get connected. With intent we gave the agenda a true New England slant — we’re sure you will find it valuable.

Re-energize your love of innkeeping Sponsored By: Hospitality Solutions

10 • innkeeping quarterly • fall 2010

General Sessions Tuesday, November 16 Expose Yourself. Putting personality up front to increase your business. Presented by Tim Brady, Brand Pandemic and Innkeeper, Forty Putney Road B&B, VT

It’s time to bare it all. Big hotels are trying to be more like us, how can we be sure that we don’t become more like them? In this general session you will see how putting your inn’s personality in the spotlight can shift your business to a new level and separate you from the pack. Not suitable for minors; this hour will be crammed with the real deal, nothing held back, high energy, information you need to truly “expose yourself.”

Wednesday, November 17 Better Way To Stay? We’ll Tell All Presented by Jay Karen, PAII President and CEO, NJ, Marti Mayne, Maynely Marketing, ME and Tim Brady, Brand Pandemic and Innkeeper, Forty Putney Road B&B, VT

You’ve heard bits and pieces about PAII’s new branding campaign entitled “Better Way to Stay.” Come learn all about what’s planned for telling the world that B&Bs are the better way to stay. Jay Karen,Marti Mayne and Tim Brady will reveal plans for one of the most exciting marketing and branding campaigns in the travel industry. This session will explain how you can use tools created by this campaign to help convince leisure and business travelers to become and remain inn goers,and learn all about how viral marketing will be combined with traditional media to create visibility for the B&B option among travelers. You’ll leave energized and excited about this new grassroots approach to branding and marketing the B&B industry.

New England Innkeeping Show Schedule (subject to change)

Monday, November 15 8 am–5 pm

Registration Open

9 am–12 noon

7 Building Blocks to Your Internet Success—Morning Session (Presented by Acorn Internet Services)

10 am–2 pm

Internet Intensive (sponsored by BedandBreakfast.com)

10 pm–4 pm

Internet Marketing from Blogging to All Things Google and More (Presented by InsideOut Solutions)

1 pm–5 pm

Secrets of Packaging Success, Simplified (Presented by The B&B Team with Joe Veneto, The Opportunity Guy)

1 pm–5 pm

Aspiring Innkeeper Workshop

Noon–5 pm

Exhibitor Move In

1:30 pm–4:30 pm

7 Building Blocks to Your Internet Success—Afternoon Session (Presented by Acorn Internet Services)

5 pm–7 pm

Trade Show Grand Opening and Reception on Trade Show Floor

Tuesday, November 16 7:30 am–5 pm

Registration Open

9 am–10:30 am

Opening General Session

10:45 am–12 pm

Workshops

12 pm–2 pm

Lunch in the Trade Show

2:15 pm–3:30 pm

Workshops

3:45 pm–5 pm

Workshops

5 pm–7 pm

Reception on the Trade Show Floor

7 pm +

Dine Around On Your Own

Wednesday, November 17 Trade Show is Closed — Move out day 7:30 am–11:30 am

Registration Open

8:30 am–9:30 am

General Session

9:45 am–11 am

Workshops

11:15 am–12:30 pm

Workshops

12:30 pm

Departure

fall 2010 • innkeeping quarterly • 11

Monday, November 15 Pre-Conference Sessions Aspiring Innkeeper Half Day Workshop What Would an Innkeeper Do? Innkeeping in 20/20 hindsight Invest a half day with the experts, Carol Edmondson of Innkeeping Specialists and others. Sponsored by the B&B Team, Inn Consultants and Brokers

How would you like to learn not just what to do but what not to do based on the real life experience of innkeepers who have succeeded in different New England markets. Find out what they did right and what they would do differently, based on years of experience having purchased, run and successfully sold their inns. A fast paced combination of data and insight with ample opportunity for discussion about finding the right property,financing your purchase,establishing a thriving business and about the many aspects of the daily life of an innkeeper. Invest a half day with the experts and hear the real stories of innkeepers.

Exhibitor Connections Internet Intensive Workshop Presented and paid for by BedandBreakfast.com

10 am – 2 pm (free, pre-registration required) This session will help you gain a better understanding of the Internet marketing tools needed to survive (and even thrive!) in this highly competitive environment, including: internet marketing, reviews and social marketing, online reservations worldwide, property management software and booking engines, credit card processing, trip insurance, and much more. We’ll focus on current products and services, as well as brand-new programs, many still on the drawing boards. You’ll learn how to test and evaluate your marketing spend, and to improve results with such BedandBreakfast.com tools as the review widget, high resolution video, customizable gift cards, media coverage, and additional traffic-driving tools like Featured Property and Inn of the Month advertising. The portion covering BedandBreakfast.com Online Reservations will give you the inside scoop on using yield management to get maximum revenue and international exposure through our global distribution

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partners, Expedia.com, hotels.com, Travelocity, and more. The final session targets current users of RezOvation and Webervations, and will provide information on software updates and new capabilities for 2010–2011, including the Diamond Collection and coverage on HomeAway and VRBO.

7 Building Blocks to Your Internet Success — Morning & Afternoon Sessions Available Presented by Acorn Internet Services

9 am –12 pm (free, pre-registration required) 1:30 pm – 4:30 pm (free, pre-registration required) Do you have an Internet Marketing Plan in place for increasing revenue today, next year and beyond? Whether you are a “Do it Yourselfer” (DIY) or choose to hire Industry Professionals to handle your Online Presence, as an Innkeeper and business owner you MUST be aware of all the available opportunities and challenges in today’s ever changing Online world. We will provide insight into all things that impact your Online Presence starting with a Revenue Generating, Search Engine Friendly Web Site Design, Video, Mobile, Local and Organic Presence, Link Building, Social and Press Media, Newsletters, Blogging, and we’ll wrap up with how to know if your Plan is working! To better support Innkeepers’ Travel Schedules, we are offering this session at two separate times. You may join us from 9:00 AM to Noon. Or attend the Repeat Session at 1:30 PM to 4:30 PM on Monday, November 15, 2010. Register Now! Don’t miss out on this valuable, information packed Pre-Conference Session. (No additional charge to attend)

The Secrets of Packaging Success, Simplified Presented by The B&B Team with Joe Veneto, The Opportunity Guy

1 pm – 5 pm ($69 for 1 person; $99 for 2 people from the same inn) The ability to create competitive advantage for your inn is essential in order to generate sustainable results. Learn how to differentiate your offerings and drive customers to you on a year round basis. Uncover the elements that will increase repeat visitation and also extend the average length of your guests. Discover the Secrets of successful Innkeepers who provide compelling and unique experiences. This is a hands-on half day, interactive learning experience with industry professionals. You will learn critical concepts

and will complete classroom exercises designed to create specific packages for your individual inns to take home and implement. Join us and learn how you can, too.

Q&A — You’ll have an opportunity to send your specific questions to us prior to the seminar as well as ask questions at the event. (No additional charge to attend)

Internet Marketing from Blogging to All Things Google and More

Trade Show Grand Opening and Southern Style Reception

Presented by InsideOut Solutions

10 am – 4 pm (free, pre-registration required) What you get! 5-hours of hands-on Internet Marketing provided by InsideOut Solutions. ■■ Bring your own computer and walk out the door with new/enhanced skills and ready to use completed products that you developed. ■■ Don’t worry if you do not understand the language or the tools described below; after this seminar, your awareness and skills will be enhanced to a level that even you’ll amazed. ■■ The topics described below will be covered in depth. Blogging — Learn how to setup a blog or enhance the one you already have. You will learn how to bring in photos from Flickr.com, videos from Youtube.com and Google maps. Learn why blogging is essential for increasing your websites marketing share in the search engines. You will see how to develop a Search Engine Optimization blog post. All Things Google — Google has some many valuable features for innkeepers to use. We will focus on the following that are essential for business. ■■ Google Places (Formerly Local Business Listings)— How to get your property to show up at the top of the list. Learn the factors that Google reviews for all business listings. Learn tricks on how to move your properties placement. See all the new features Google is now providing in 2011. ■■ Google Webmaster Tools — Learn about how to use this free feature from Google and how you can help improve your sites rankings and the user experience on your site. ■■ Google Analytics — If you are an experienced user or do not even have Google Analytics installed you will get a lot out of the data they have to share. We will share data on what stats to review, the proper setup of Google Analytics and how you can even track what websites or keywords are bringing in your reservations.

5 pm – 7 pm Celebrate the kickoff of your 2010 New England Innkeeping Conference and Trade Show experience by finding old friends and making new ones. Munch on hors d’oeuvres, visit with vendors, stop by the PAII Booth to visit with staff, learn more about the association and get a little taste of what’s to come at the Innkeeping Conference & Trade Show in Charleston, South Carolina next January. 7:30 pm Dine Around on your own: Sign up ahead of time to have dinner with groups of 8…join folks you have something in common with already or have an opportunity to meet new friends. You must be signed up by 3 pm on Monday, November 15th.

Tuesday, November 16 Registration Desk Open 7:30 am – 5 pm

Opening General Session 9 am – 10:30 am

Welcome from PAII President and CEO Jay Karen Expose Yourself. Putting personality up front to increase your business. Presented by Tim Brady, Brand Pandemic and Innkeeper, Forty Putney Road B&B, VT

Workshops 10:45 am – 12 noon

Three fun new ways to incorporate fresh regional cuisine into your breakfast repertoire Charlie Menard, Executive Chef, Inn at the Round Barn, VT

Thought you couldn’t possibly find a new use for maple syrup, cranberries, or the reliable potato? Join Chef Charlie and learn some innovative new ways to make fabulous recipes showcasing the best New England has to offer.

Newest Tools — We will show you some of the newest online marketing tools available to innkeepers. One tool we will be showing will knock your socks off!

fall 2010 • innkeeping quarterly • 13

SEO and Link Building — Alive and Well! Lisa Kolb, Acorn Internet Services, CO

Traditional Search Engine Optimization (SEO) and Link Building strategies have evolved in light of today’s growing Social Media trends, YouTube, Bookmarking sites, etc. And though these strategies are still very much alive, how you utilize them to your best benefit continues to change. Come to this session and learn the basics of SEO and Link Building strategy in today’s ever changing Internet world!

Thrive…Make More Money in New England Rick Wolf and Peter Sherman, The B and B Team, Inn Consultants and Brokers, ME and VA

This workshop will focus on how New England inns can improve business and your bottom line. PAII statistics show that smaller inns have lower occupancy and ADR than their larger counterparts. It doesn’t have to be that way. Every inn, large or small, should be aware of what they can do to compete profitably in a demanding travel marketplace, regardless of locale within the region.

won’t be tolerated. Panelists span the gambit from travel bloggers to internet content providers, TV producers and print media. Come learn best practices from New Hampshire’s veteran media.

Google Analytics, 10 Tips to Track your Traffic Jeff Logan, InsideOut Solutions, WA

Understanding where your reservations come from is critical. We will show you how you can do this with Google Analytics and nine other stats or features you need to be reviewing.

Workshops 3:45 pm – 5 pm

The top 5 mistakes bed and breakfasts make in Internet marketing and how to avoid them. Katie White, RezStream, CO

Noon – 2:15 pm

Internet marketing is an ever-changing science that requires constant research, consistent effort, and multifaceted knowledge if you plan to gain and maintain a competitive edge in your specific market. This workshop will focus on issues related to usability, ROI, budgeting for success, navigating the latest fats to realistic goals for your internet strategies.

Lunch served on the Trade Show Floor

Blogging for Business

Trade Show Open

Noon – 1:30 pm

Workshops 2:15 pm – 3:30 pm

From Farm to Table: Sourcing Sustainably in New England Moderator: Jennifer Dorta-Duque, Three Mountain Inn, VT, and panelists Deborah Krasner, author, “Good Meat: How to Source and Cook Sustainable Meat”, Amanda Ellis Thurber, Lilac Ridge Organic Farm, Jason Tostrup, Chef, The Weathersfield Inn, VT and Ron Krupp, gardening commentator on Vermont Public Radio and the author of The Woodchuck’s Guide to Gardening.

Join this exciting presentation from qualified and committed panelists who will share their ideas, recipes and integrity to keep our New England environment a great place to visit: today and tomorrow.

The New Rules of PR for New England Innkeepers Moderator: Marti Mayne, Maynely Marketing, ME and the Boston B&B Examiner, Susan Laughlin, New Hampshire Magazine, Maryann Mroczak, Producer, NH Chronicle series, and Annie Copps, Food Editor, Yankee Magazine.

This panel of New England media addresses innkeepers on the new rules of PR; what works and what simply

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Heather Turner, Forfeng Designs, CT

This workshop will include a brief overview of the different types of platforms available — however the focus is primarily on content, what to blog about, setting a schedule up to blog, ways to advertise a blog, tips to make blogging easier and stress free as well as keyword tips and why the search engines love blogs. Also included ways to tie a blog into Twitter and Facebook fan pages so it feeds information automatically into those two sources as well.

Surviving the Mud Season Rick Litchfield and Bev Davis, Captain Lord Mansion, ME

Other than closing your B&B during mud season, what are some proven ideas that can make your business grow during traditional slow times? Rick Litchfield and wife Bev Davis owners and keepers of The Captain Lord Mansion in Kennebunkport, ME have had 32 years of failures and success. They will share some of their secrets of successfully generating business during those slow seasons.

The Bed Bug Epidemic (Just added!) Chuck Roller, InnStyle, PA

Bed & Breakfast owners and operators need practical information into the unique challenges that bed bugs represent for our inns. Learn about the various treatment methods that will be most effective and practical for our industry.

Autumn Delight Reception in the Trade Show 5 pm –7 pm Don’t miss this last chance to take advantage of great show deals and network with your fellow innkeepers! Don’t miss the drawing for some terrific prizes. You must be present to win!

Wednesday, November 17 Registration Desk Open 7:30 am –11:30 am

General Session 8:30 am – 9:30 am

Better Way To Stay? We’ll Tell All Presented by Jay Karen, PAII President and CEO, NJ, Marti Mayne, Maynely Marketing, ME and Tim Brady, Brand Pandemic and Innkeeper, Forty Putney Road B&B, VT

Workshops 9:45 am –11 am

What’s New in the World of Search? Lisa Kolb, Acorn Internet Services, CO

Search Engines continue to change their strategies and algorithms on a daily basis. Bing and Yahoo “partner” up, Google introduces Caffeine in June and Instant Search in September. Personalization abounds, and Social Media becomes part of it all. Google Everything is now the sum of all parts, and as expected, our Search Environments continue to change like clockwork. Join us in this session to talk about the latest and greatest in the “World of Search” today!

How to Get Outta Here with a Bag of Money? Rick Wolf and Peter Sherman, The B and B Team, Inn Consultants and Brokers, ME and VA

Everyone wants to know what their inn is worth. In this workshop you will learn about the comprehensive methodologies commonly accepted in the innkeeping industry and as importantly, by lenders too. We will cover

the realities of the varied current market within the region and creative opportunities in the buy/ sell equation.

Marketing Co-Ops and Working with your Local Partners Moderator: Carol Edmondson, Innkeeping Specialists, MA with panelists Lyn Norris Baker, Inn at Ellis River, and Country Inns in the White Mountains, NH, Cheryl Michaelsen, Berry Manor Inn and Historic Inns of Rockland, ME and Vince Toreno.

Hear from a seasoned group of innkeepers that have had great success with their marketing co-ops and learn how to build a brand for your local market using all the resources at your disposal. It works, the proof is in the success stories you will hear. Take home ideas for your own successful co-op marketing.

Workshops 11:15 am –12:30 pm

Vital Checklist for Web Design Jeff Logan, InsideOut Solutions, WA

The process of a developing a new website or just giving your current site a face lift can be a daunting task. Attend this session to get a “Vital Checklist” of what needs to go into your new sites design. Learn about heat mapping, enhancing the user experience, do’s and don’ts. Then take away a valuable check list to use for your new website or to just check on your current site.

Cutting Edge Guestrooms — Staging Techniques for Freshening up your Inn at little cost. Bev Davis, Captain Lord Mansion, ME

How about updating your tired, old, or totally out of date rooms in order to bring a new generation of guests to your inn and impress you repeat guests who are secretly hoping you will get with the program. This workshop will help you creating a plan for an inn face lift over the off season or over two seasons including how to prioritize, cost, time, materials and contractors on any budget.

Global Marketing Janice Hurley-Hollis, BedandBreakfast.com, TX

Learn how to increase reservations from international guests, and why it’s worth the effort of doing so. We’ll cover online marketing, translations, use of Skype and other communication tools, the need for networking with tourism agencies, preferences of international travelers, and how to generate positive referrals to keep ‘em coming.

fall 2010 • innkeeping quarterly • 15

The New England Innkeeping Trade Show is more

than just a place to find products for your inn. From the moment the hall opens with Monday nights Kick Off Reception and continuing for the next day, you’ll enjoy networking and doing business with over 40 vendors who cater to your industry and many specifically to New England inns. Many exhibitors offer show specials that can save you money.

Registration Pricing Registration

Members

Non-Members

Standard Registration

$199

$219

One Day Registration (Tuesday)

$120

$130

One Day Registration (Wednesday)

$79

$89

Aspiring Innkeepers Pre-Conference Seminar

$89

$189

$69 1 person $99 2 from same inn

Internet Intensive — Sponsored by BedandBreakfast.com

FREE

7 Building Blocks to Your Internet Success Presented by Acorn Internet Services

FREE

Fuel Yourself — Top Tools and Tips of Internet Marketing Presented by RezStream

FREE

Internet Marketing from Blogging to All Things Google and More Presented by InsideOut Solutions

FREE

The Secrets of Packaging Success, Simplified Presented by The B&B Team with Joe Veneto, The Opportunity Guy

HOTEL INFORMATION All 2010 New England Innkeeping Show events will take place at the Radisson Hotel Nashua. To book your room, please call 603-888-9970. Radisson Hotel Nashua 11 Tara Boulevard Nashua, NH

TO REGISTER Visit www.newenglandinnkeepingshow.com to register. After November 12: Onsite registration available only

CONFERENCE CANCELLATION POLICY You may cancel for any reason with a full refund minus a $25 per person administrative fee prior to November 1, 2010. No refunds or credits will be issued on cancellation requests received less than 14 days prior to the start of the New England Innkeeping Conference & Trade Show, which starts on November 15, 2010. Request must be received in writing. For more information, call the Director of Education and Events at 856-310-1102.

16 • innkeeping quarterly • fall 2010

New England Exhibitors (as of 10/18/10) Acclamatio, Inc. Brent Miller Davidson, NC Ph: 704-896-9646 b.miller@acclamatio.com www.acclamatio.com Acorn Internet Services, Inc. Lisa Kolb Colorado Springs, CO Ph: 719-329-0977 info@acorn-is.com www.acorn-is.com Allergy Control Products Corinne Schuller Danbury, CT Ph: 816-792-8553 cschuller@allergycontrol.com www.allergycontrol.com BedandBreakfast.com Janice Hurley Austin, TX Ph: 512-322-2701 jhurley@BedandBreakfast.com www.BedandBreakfast.com BnBFinder.com Mary White New York, NY Ph: 212-837-7852 info@bnbfinder.com www.bnbfinder.com Christian Giannelli Photography Christian Giannelli New Hope, PA Ph: 908-328-2565 photo@christianginnelli.com www.christiangiannelli.com Comphy Company Linda McCrae Ferndale, WA Ph: 323-225-8234 Linda@comphy.com www.comphy.com

Deneen Pottery / Cloth & Clay, Inc. Niles Deneen St. Paul, MN Ph: 888-646-0238 peter@deneenpottery.com www.deneenpottery.com

Jane Wooster Scott Gallery John Girton Redding, CA Ph: 530-244-5010 JohnRGirton@aol.com www.JaneWoosterScott.net

dNj Specialties David Scyoc Lawrenceville, GA Ph: 770-338-2121 david@dnjspecialties.com www.dnjspecialties.com

Mike McFarlin Insurance Agency, LLC Mike McFarlin San Francisco, CA Ph: 800-790-0170 mike@mmcfarlinins.com www.mmcfarlinins.com

Elizabeth Campbell Photography Elizabeth Campbell Glens Falls, NY Ph: 802-989-8619 www.elizabethcampbell photography.com

Select Registry Bev Hiscock Marshall, MI Ph: 800-344-5244 Bev@SelectRegistry.com www.selectregistry.com SmartBox Greg Keating St. Lousort, Montreal, Quebec 888-388-2108 www.smartbox.com gregory.keating@smartbox.com

Monarch Bath, Bed, Spa. Joe Saporito Sheffield, MA Ph: 413-229-8200 joe@monarchrobe.com www.monarchrobe.com

Star Linen Lou Gutman Moorestown, NJ Ph: 800-782-7999 Lgutman@starlinen.com www.starlinen.com

HD Supply BryLynn Garton San Diego, CA Ph: 858-831-2167 Brylynn.Garton@hdsupply.com www.hdsupplysolutions.com

Multimedia Company Debi Graham Bethlehem, NH Ph: 603-444-5179 Debi@Nhliving.com www.MASResults.com

Innkeepers Advantage Cindy Bachman Pittsburgh, PA Ph: 412-496-3541 cbachman@ innkeepersadvantage.com www.innkeepersadvantage.com

National Processing Company, NPC Amanda Holt Louisville, KY Ph: 502-961-5305 aholt@npc.net www.npc.net

The B&B Team Peter Scherman & Rick Wolf Scottsville & Kennebunk, VA & ME Ph: 434-286-4600 scherman@bbteam.com; rick@bbteam.com www.bbteam.com

InnStyle Susan Sternthal Perkasie, PA Ph: 800-877-4667 Susan@innstyle.com www.innstyle.com

Reservation Nexus Jeff Bryce Salem, UT Ph: 801-623-1796 jbryce@resnexus.com www.resnexus.com

InsideOut Solutions Patricia McCauley Sequim, WA Ph: 360-683-5774 pat@insideout.com www.insideout.com

RezStream Bill Mitchell Denver, CO Ph: 303-872-0221 bill.mitchell@rezstream.com www.rezstream.com

TMG-Virginia Inn Broker Pete Holladay Glasgow, VA Ph: 540-463-6688 www.virginiainnbroker.com tmg@virginiainnbroker.com TripAdvisor VJ Kelley Newton, MA Ph: 617-795-7508 vkelley@tripadvisor.com www.tripadvisor.com Visit New England Jonathon Lhowe Wanwick, RI Ph: 401-921-3000 Jonathon@visitnewengland.com www.VisitNewEngland.com

fall 2010 • innkeeping quarterly • 17

18 Best Practices for Responding to Online Reviews by Daniel Edward Craig

s an innkeeper, when a guest comes to register a complaint, do you: 1) look busy; 2) skulk out the back door; or 3) handle the matter personally? Not that difficult a question, is it? Then you might be surprised to learn that only 4% of negative reviews on Trip Advisor receive an owner response. Yet TripAdvisor also reports that a property’s response to criticism can have more influence on traveler decisions than the criticism itself. We have a chance to

innkeeping quarterly • fall 2010

redeem ourselves, but choose to remain silent, allowing our business to suffer. Reviews and feedback are popping up everywhere online, and that trend is likely only to continue. A recent study by ComScore found that 87% of traveler shoppers were influenced by user reviews. Granted, responding to feedback can be a daunting task. Here are some tips for responding to reviews to minimize damage and cast your property in a more positive light.

Should I respond to all reviews? You should respond to any feedback that is damaging to your property’s reputation, even if simply to acknowledge the issue and apologize. An unanswered complaint leaves travelers to draw their own conclusions, as in “I guess it’s true” or “They don’t care.” Respond to positive reviews occasionally to show you’re listening, to express appreciation and to reinforce the positive,

19 but don’t feel obliged to reply to each one. Travelers read reviews for advice from other travelers, not for a succession of gloating responses from innkeepers. That said, your advocates deserve proper reverence. If possible, send a private note of thanks and acknowledge them in person on their next stay. Bad response: “It is with tremendous joy that I read your most gracious remarks regarding our cherished employees, who take immense pride in pleasing our valued guests …” Good response: “Thank you for your wonderful remarks, which I have shared with our staff. We are thrilled to hear that you enjoyed your stay, and look forward to welcoming you back soon.” When should I respond? The sooner the better. The longer a complaint is left to fester, the more business it will drive away. But first thoroughly

Good response. “You will be happy to know that, as a result of guest feedback like yours, we have implemented the following changes…” investigate the incident, draft a reply, sleep on it, delete all threats and curses, and have it reviewed by a highly literate and judicious colleague. To stay on top of reviews subscribe to alerts from Google and TripAdvisor or to a social media monitoring tool. Bad response: “I would have appreciated it if you had brought this issue to my attention while a guest rather than a year later.” Good response: “You will be happy to know that, as a result of guest feedback

like yours, we have implemented the following changes…” What should I say? A poorly worded response risks making things worse, whereas a well executed response will prompt readers to conclude that, despite unfortunate circumstances, management cares and is on the ball. Thank the reviewer, acknowledge positive comments first, and apologize. Explain what you’ve done to fix the problem—or why it can’t be fixed. Readers will be put off by stock replies, and a few changed words won’t fool them, so tailor each response. And never offer compensation, as it might encourage more complaints. Bad response: “How dare you insult my bootifull hotel! I spit on your mother’s grave!” (continues, next page…)

fall 2010 • innkeeping quarterly

20 Good response: “We welcome all constructive criticism, as it helps us to get better.” Bad response: “Let’s try to avoid hyperbolizing, shall we, as in ‘worst bedand-breakfast EVER!’ Yes, we dropped the ball, but we got slammed that morning and two employees called in sick.” Good response: “Clearly we were not performing to our usual standards that morning, and for that I sincerely apologize. I have reviewed your feedback in detail with staff.” What kind of tone should I use? Some innkeepers write like it’s the Victorian era and they’re running Buckingham Palace. In social media you can be less formal and more to the point, though always professional. Address the guest directly, but bear in mind you’re speaking to an entire community.

innkeeping quarterly • fall 2010

In social media you can be less formal and more to the point, though always professional. Address the guest directly, but bear in mind you’re speaking to an entire community. As difficult as it may be at times, try not to take negative feedback personally. And don’t be dramatic, as in “I’m shocked and devastated by your comments”— it’s a guest complaint, not a death in the family. Avoid humor and especially sarcasm, and never be defensive, petty or condescending. You might think you’re concealing your true feelings, but travelers can read between the lines.

Bad response: “I sure hope all these bad reviews aren’t being posted by our competitors. Just kidding.” Good response: “We take all feedback seriously, and sincerely regret that we did not meet your expectations.” What if the reviewer makes false claims? Dispute the review with the host website, providing backup. Be forewarned, however, that this can be a slow and often futile process. In the meantime, post a reply to set the record straight diplomatically and respectfully. Never accuse a reviewer of dishonesty or exaggeration; erroneous claims are often the result of a misunderstanding, not maliciousness. If a reviewer is obviously delusional, don’t feel obliged to respond; travelers will understand. Accept that occasionally you’ll be the victim (continued on page 22)

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22 of unfair or false claims. Support your team and move on. Bad response: “Your claims are at best pure fabrications and at worst a deliberate attempt to slander our good reputation.” Good response: “We can find no record of this incident, and it certainly is not in keeping with how we treat our guests. We hope you will contact us directly to discuss.” What if the claims are true but I can’t fix the problem? Be transparent. Acknowledge that it’s an ongoing issue that may take time to resolve, and apologize. Complaints such as a noisy neighborhood, limited services, rooms in need of a renovation, or an inconvenient location can help set expectations for other guests and thereby reduce complaints.

innkeeping quarterly • fall 2010

Bad response: “Sorry, but we can’t control noise from the street. You should have asked for a quiet room.” Good response: “We sincerely regret the disturbance. Our central location can mean extra street activity on weekends, as much as we try to contain it. On your next visit, we would be happy to assign one of our quieter rooms upon request.” What if I already handled the complaint? Given that the guest is posting a complaint, it’s a safe assumption that you didn’t handle it to her satisfaction. You should have the guest’s contact info on file, so call her directly and try to resolve things, with the objective of having her remove the negative remark or post a follow-up comment. In the meantime, post a reply to acknowledge the complaint.

Bad response: “We already rebated 50% of your room charges after your alleged ‘near-death experience’ from at breakfast. I guess you’re looking for more freebies.” Good response: “We were under the impression we had resolved this issue to your satisfaction at the time it was brought to our attention. I am sorry if this is not the case. I have left you a message, and look forward to discussing the matter in more detail.” ■ Daniel Edward Craig is a former hotel general manager turned consultant and the author of the hotel-based Five-Star Mystery series. His articles and blog are considered essential reading for hoteliers, travelers and students alike. Daniel is a speaker at the 2011 Innkeeping Conference & Trade Show in Charleston, SC. Visit www.danieledwardcraig. com or email dec@danieledwardcraig.com.

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Hosted by:

In cooperation withâ&#x20AC;Ś

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General Sessions TUESDAY, JANUARY 11 Fun is Good MikeVeeck In his book, Fun Is Good, maverick marketer Mike Veeck presents his simple, no-fail formula for business success: Make work fun and you’ll create a culture of creativity where the best people will want to work and customers will want to spend their money. At the heart of the philosophy is the need to reexamine the way we do business, from employer-employee relationships to customer service. The Fun Is Good philosophy not only has worked to make enjoyable evenings for everyone at his ballparks—full of laughs, zany promotions, and free giveaways—but it has also transformed half-dozen money-losing or start-up teams into thriving $25 million businesses. To learn more about Mike, visit www.innkeepingshow.com.

THURSDAY, JANUARY 13

Hospitality Solutions

Stepping Out of the Shadows and Promoting the “Better Way to Stay” No “state of the industry” panel discussion this year. PAII will be tackling one of our industry’s biggest and most pervasive challenges head-on. This general session will provide you with a look into the development of our industry’s first ever, envelope-pushing campaign to get more travelers talking about B&Bs and booking more rooms — for all of us in the industry. Jay Karen, PAII’s CEO, will lead an informative and exciting session that will open your eyes. You will learn about tools all innkeepers will be able to use to effectively tell our story to perhaps millions of people.

Featured Speakers The Art of Telling your Story Daniel Edward Craig Innkeepers have the best stories, and the advent of the internet and social media has provided unprecedented platforms and audiences for sharing them. How to employ limited resources to tell stories that capture the imagination and convert travelers into guests. Where to source content, how to present it, and how to prioritize your time. How to encourage the most compelling storytellers of all: your guests. Daniel Edward Craig is one the most read hospitality bloggers in North America. He has had an evolution of dual careers as hotel manager and mystery novelist which have overlapped in unexpected ways. While researching and writing his latest novel, Murder at Graverly Manor, set in a fictional bed-and-breakfast, he gained insight into the unique challenges of the modern innkeeper.

If you are a South Carolina Bed and Breakfast member or an innkeeper from the state please stop by our lounge on the trade show floor and say hello.

24 INNKEEPING QUARTERLY • FALL 2010

Don’t Postpone Joy: Tales of a Life in and Around Food Laurey Masterton Laurey Masterton grew up in Vermont, the youngest child of Elsie and John Masterton who founded The Blueberry Hill Inn. Though certain she would grow up to take on the life of running this beautiful inn, life had its own idea, and a completely different plan. Come hear how Laurey has come through a series of adversities to emerge and find her way to living a full, vibrant, meaningful life. Since 1987 Laurey has lived in Asheville, North Carolina where she is the Proprietor of Laurey’s, a cafe and catering company that serves “gourmet comfort food.” Last year she rode her bicycle across the United States to bring awareness to the importance of early detection of Ovarian Cancer (Laurey is a 20+ year survivor). An active member of the Asheville community, where she is determined to “make a positive impact,” Laurey is a popular speaker, a passionate beekeeper, a glassblower, a fiddle player, and an eager participant in life.

Taking Social Media to the Next Level Mike D. Merrill, Director of Marketing, ReachLocal, President, Social Media Club of Dallas, Chief Bacon Maker, Ignite Dallas Mike will focus this Super Session on creative ideas to use social media to draw in prospective guests and what can an innkeeper do to get more followers and convert them to guests. He will also address what tools allow innkeepers to use social media in a time-managed way to get the most value for the time you put in.

SELECT REGISTRY

Select Registry events require separate registration

MONDAY, JANUARY 10 Registration Opens Your Select Registry staff members will be at the Innkeeping Show Registration Desk throughout the week to help our members with checking in and anything else you may need.

TUESDAY, JANUARY 11 Select Registry Annual Business Breakfast Meeting 7:30 am – 8:50 am Lighting of the Association Lantern, Bill Moncrief, Board President, Recognition of New Members and Introduction of Will Carlson, Executive Director SR Only Workshops (these workshops will run simultaneously with innkeeping show workshops) Select Registry’s Redesigned Web Site Better Promotes You — How Can You Better Promote Your Inn? Kirk Barrett, the founder/CEO of Cimbrian, Inc (now Spencer Advertising), talks about using technology to improve the communication of customized information to sell the experience to our potential guests. It’s a revolutionary technology with more to come in 2011 as SR continues to add features to the newly launched website. Join Select Registry’s new Executive Director, Will Carlson, as he talks about SR’s brand, vision, and direction for 2011. Before joining Select Registry, Carlson was the president and owner of Webzone Marketing, a firm that integrated website development, internet marketing, advertising and PR campaigns to help small businesses develop and improve their online presence. He has created and managed successful radio, TV and

print advertising campaigns, a consumer hotline, e-newsletter and tools to drive traffic to a website and stimulate demand. Select Registry Membership Dinner in Historic Charleston 7:15 pm – 10 pm Join us for this exclusive cocktail reception and dinner at McCrady’s in downtown Charleston. Busses depart the hotel promptly at 7:15 pm for the 15 minute trip downtown. For the third year in a row, a Charleston chef was named “Best Chef of the Southeast” during the annual James Beard Foundation Awards. Sean Brock of McCrady’s Restaurant is that chef in 2010. Housed in an old historic structure in downtown Charleston, the McCrady’s Restaurant team is committed to using as many sustainable, local products as possible. Chef Brock is a farmer, too, searching for and growing, heirloom seeds. The menu is designed to give us an offering of Lowcountry fare that is sure to delight us all.

WEDNESDAY, JANUARY 12 SR Only Workshop (this workshop will run simultaneously with innkeeping show workshops) “Meet The New American Traveler” Peter Yesawich, the founder of Y Partnership, captivating last year in Austin, will provide a more in-depth look at travel trends from the newly released “Portrait Of American Travelers,” a nationally representative survey of 2,500 households, with a close look at the lifestyles, intentions and preferences of leisure travelers who are interested in staying in B&Bs or inns during the next two years.

If you are a Select Registry member please stop by and visit us at the Select Registry Lounge on the Trade Show floor.

INNKEEPING QUARTERLY • FALL 2010

Pre-Conference Workshops Aspiring Innkeepers Seminar

improve results with such BedandBreakfast.com tools as the review widget, high resolution video, customizable gift cards, media coverage, and additional traffic-driving tools like Featured Property and Inn of the Month advertising. The portion covering BedandBreakfast.com Online Reservations will give you the inside scoop on using yield management to get maximum revenue and international exposure through our global distribution partners, Expedia.com, hotels.com, Travelocity, and more. The final session targets current users of RezOvation and Webervations, and will provide information on software updates. *BedandBreakfast.com will be hosting an Intensive during the regularly scheduled workshops if you miss this one. Please visit www.innkeepingshow.com for exact schedule.

Invest in your innkeeping future! Monday, January 10, 8:00 am – 5:30 pm Invest a day in your future as a successful Innkeeper. Meet experienced Innkeepers and industry consultants who are expert in their field. Presentations will cover: ■■ An invaluable industry and inn property profile ■■ The Pros and Cons of The Build vs. Buy decision ■■ Acquisition strategy ■■ Valuation of an Inn business from the financial and life style point of view Attend 6 roundtable discussions covering: ■■ Creating a Winning Purchase Agreement ■■ Guest Rooms — What Works and What Doesn’t ■■ Key Elements of Successful Food Service ■■ Successful Staffing ■■ Marketing for Innkeepers — finding your audience using today’s marketing tools ■■ A Day in the Life of an Innkeeper

The Secrets of Packaging Success, Simplified 9 am – 5 pm ($99 for 1 person; $129 for 2 people from the same inn)

Presented and paid for by The B&B Team with JoeVeneto,The Opportunity Guy

Don’t miss an action packed day of learning. Meet the experts in this field. Get your questions answered. $199 Innkeeping Conference & Trade Show Members $299 Nonmembers (lunch included)

Sponsored by the B&B Team, Inn Consultants and Brokers

Exhibitor Connections Monday, January 10th

NEW

Internet Intensive Workshop 1 pm – 5 pm (free, pre-registration required)

Presented and paid for by BedandBreakfast.com/ RezOvation/Webervations This session will help you gain a better understanding of the Internet marketing tools needed to survive (and even thrive!) in this highly competitive environment, including: Internet marketing, reviews and social marketing, online reservations worldwide, property management software and booking engines, credit card processing, trip insurance, and much more. We’ll focus on current products and services, as well as brand-new programs, many still on the drawing boards. You’ll learn how to test and evaluate your marketing spend, and to

26 INNKEEPING QUARTERLY • FALL 2010

The ability to create competitive advantage for your inn is essential in order to generate sustainable results. Learn how to differentiate your offerings and drive customers to you on a year round basis. Uncover the elements that will increase repeat visitation and also extend the average length of your guests. Discover the Secrets of successful Innkeepers who provide compelling and unique experiences. This is a hands-on whole day, interactive learning experience with industry professionals. You will learn critical concepts and will complete classroom exercises designed to create specific packages for your individual inns to take home and implement. Join us and learn how you can, too.

7 Building Blocks to Your Internet Success Morning & Afternoon Sessions Available

9 am – 12 pm

(free, pre-registration required)

1:30 pm – 4:30 pm

(free, pre-registration required)

Presented and paid for by Acorn Internet Services Do you have an Internet Marketing Plan in place for increasing revenue today, next year and beyond? Whether you are a “Do it Yourselfer” (DIY) or choose to hire Industry Professionals to handle your Online Presence, as an Innkeeper and business owner you MUST be aware of all the available opportunities and challenges in today’s ever changing Online world. We will provide insight into all things that impact your Online Presence starting with a Revenue Generating, Search Engine

Friendly Web Site Design, Video, Mobile, Local and Organic Presence, Link Building, Social and Press Media, Newsletters, Blogging, and we’ll wrap up with how to know if your Plan is working! To better support Innkeepers’ Travel Schedules, we are offering this session at two separate times. You may join us from 9:00 AM to Noon. Or attend the Repeat Session at 1:30 PM – 4:30 PM on Monday January 10th, 2011. Register Now! Don’t miss out on this valuable, information packed Pre-Conference Session. (No additional charge to attend)

Join us in the RezStream Guru Bar 9 am–4 pm (free, pre-registration required)

Presented and paid for by RezStream

Hospitality Solutions

Pre-register to attend RezStream’s exclusive “guru bar.” RezStream will have multiple hospitality and Internet marketing gurus available, in a small round table format, to answer all your questions and help you develop a custom online marketing presence. Every attendee will be greeted with a detailed evaluation of your existing website and search engine visibility. The exclusive guru bar will feature one on one time with multiple experts, and also includes a stimulating small group discussion format. RezStream gurus will be available in the areas of website design, website usability, videos, pay per click setup and maintenance, search engine optimization, social media marketing, and general marketing expertise. Got a question not on the guru bar menu? No problem, one table will be dedicated to answering your questions about guest management software, online reservation software, and the Global Distribution System, or anything else on your mind. RezStream prides itself in presenting unbiased answers that help you make informed marketing choices. Take advantage of the RezStream guru bar to get answers that make sense. Each attendee will also receive a complimentary custom action plan for your business within one week of the event. Step up to the RezStream guru bar to take your business to a higher level. One hour break for lunch at noon. Afternoon snacks will be provided.

Internet Marketing from Blogging to All Things Google and More 10 am – 4 pm (free, pre-registration required)

Presented and paid for by InsideOut Solutions What you get! ■■ 5-hours of hands-on Internet Marketing. ■■ Bring your own computer and walkout the door with new/ enhanced skills and ready to use completed products that you developed.

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Don’t worry if you do not understand the language or the tools described below; after this seminar, your awareness and skills will be enhanced to a level that even you’ll amazed. ■■ The topics described below will be cover in depth. ■■

Blogging — Learn how to setup a blog or enhance the one you already have. You will learn how to bring in photos from Flickr. com, videos from Youtube.com and Google maps. Learn why blogging is essential for increasing your websites marketing share in the search engines. You will see how to develop a Search Engine Optimization blog post. All Things Google — Google has some many valuable features for innkeepers to use. We will focus on the following that are essential for business. ■■ Google Places (Formerly Local Business Listings) — How to get your property to show up at the top of the list. Learn the factors that Google reviews for all business listings. Learn tricks on how to move your properties placement. See all the new features Google is now providing in 2011. ■■ Google Webmaster Tools — Learn about how to use this free feature from Google and how you can help improve your sites rankings and the user experience on your site. ■■ Google Analytics — If you are an experienced user or do not even have Google Analytics installed you will get a lot out of the data they have to share. We will share data on what stats to review, the proper setup of Google Analytics and how you can even track what websites or keywords are bringing in your reservations. Newest Tools — We will show you some of the newest online marketing tools available to innkeepers. One tool we will be showing will knock your socks off!

INNKEEPING QUARTERLY • FALL 2010

Q&A — You’ll have an opportunity to send your specific questions to us prior to the seminar as well as ask questions at the event.

On Site Mentor Program If you are a new innkeeper, new PAII member, or first-time Innkeeping Show attendee, look for attendees with a Mentor ribbon hanging from their badge and don’t be surprised if someone with one of these ribbons on approaches you. Mentors are there to welcome you and available at any time during the Innkeeping Show to answer your questions and make you feel at home. If you are able to join us for the First Timers Welcome Gathering on Monday evening at 5:30 pm these Mentors will come and find you. Pick up your gift at the registration desk when you arrive that you can wear throughout the show to signify you are an Innkeeping Show first-timer or new innkeeper. If you have any questions please contact Isabel Abreu at Isabel@paii.org if you are interested in either being a buddy or are coming to the Innkeeping Show for the first time and would like to be matched up.

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Social Media Marketing Overload! Wrapping It Up and Looking Ahead. After a long week of great content, spend a few hours putting it all into perspective, seeing how to best apply your newly learned skills to actually put heads into beds. Get a look at what’s on the horizon and where you should be keeping an eye over the next 12 months. Presented at a moderate to advanced level, this session will help you to digest everything you have learned during the conference, teach you a few new tricks and give you some of the secrets you need to increase your business and stay on the forefront of low cost and no cost marketing. This Diving Deep brings all of the elements into focus.   Tim Brady, Brand Pandemic and Forty Putney Road B&B, VT

We have a terrific offering of Master Level workshops which are designed for longtime, very experienced innkeepers or those with advanced technology skills. Following is just a sample of what you will see in the Master Level Workshops… ■■ The Latest in Mobile Media ■■ B&B Survival Techniques in a Changing Landscape ■■ Running a Cooking School at your Inn ■■ SOLD! Position Your Property for Eventual Successful Sale ■■ Advanced Google Analytics ■■ How to Maximize Repeat Business ■■ SEO and Link Building Alive and Well! ■■ The New Dining Room ■■ And much more!

Weddings — Getting Down to Business

NEW

We are offering three new in depth workshops at the Innkeeping Show. These workshops will give you the opportunity to delve below the surface on three different and important topics in our industry. The three hour simultaneous sessions will take place on Thursday afternoon following the Innkeeping Show Awards Lunch so plan your travel accordingly as surely you won’t want to miss this opportunity. Some topics deserve more than 75 minutes.

28 INNKEEPING QUARTERLY • FALL 2010

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Diving Deep Workshops

10, 5:30

Whether you are toying with the idea of hosting weddings (regardless of size) at your inn or you are doing them already, but want to learn how to do it better or simply just keep your sanity then this is the workshop for you. You will leave with enough information to prepare a contract, have notes on what your facility includes and doesn’t as well as sample time-line and planning guide for the greatest execution, efficiency and profitability. Moderator: Anne Marie DeFreest, The Inn at the Round Barn, VT and other industry experts

Diving Deep into the Fun, Fabulous and Murky Depths of All Things Breakfast at the Inn Join the Eight Broads© as they collaborate to map out a very usable, fun, and favorable breakfast routine that will serve any innkeeper well. Trouble with your inventory? Shopping list? Menus? The Broads can help. With over 200 innkeeping years of experience (ok, so we added us all together and came up with that) they will help you map out the second B of B&B to provide a truly memorable experience for your guests without all the last minute drama and mediocre guesswork. Serve truly memorable meals as the sun rises without spending undo time in the kitchen. Join us for this trip down breakfast lane… with the ever fun 8 broads.

Workshops Marketing The Latest in Mobile Media How is increasing consumer use of mobile media changing the way we design out sites and do business. What does this mean for the futures and how will this impact innkeepers.

Google Analytics and Web Stats 101 Understanding where your reservations come from is critical. We will show you how you can do this with Google Analytics and other stats or features you need to be reviewing. This is a hands-on workshop.

TripAdvisor: Falling in Love with the 800lb Gorilla

Optional Events Let’s Eat – Dutch Treat Dine Around Tuesday, January 11, 7:30 pm

(meet at your respective restaurant and ask for Innkeeping Show reservation) Network with your fellow innkeepers, share your thoughts about the challenges and victories at your inn or just come to socialize! Spouses and significant others are welcome to attend. Dine around groups are limited to approximately 8-10 people and grouped by a number of criteria. Sign up by visiting the registration desk by noon on Tuesday, January 11th to take advantage of this great way to meet other innkeepers.

B&B Association Key Leaders Breakfast Meeting Wednesday, January 12, 6:45 am – 8:30 am Join your peers from across the continent for breakfast and discussion for an abbreviated version of our annual gathering. The primary focus will be on the role of allied associations in the new Better Way to Stay campaign, designed to bring more traffic to their web sites and member properties. Who should attend: Officers, board members, staff, and volunteers of provincial, state and local B&B associations. Please limit to two people per association. Fee: $25, includes full buffet breakfast.

Too many innkeepers are afraid of online reviews. Learn how to embrace social media and have it work to our advantage. If you’ve ever been afraid to go to TripAdvisor, or Yelp, to read what your guests say about you, this workshop is for you! Learn hands-on techniques for how to write a great management response, how to encourage guests to post reviews, and how to make the system for you — not against you.

Increasing Telephone Reservations Hear from industry experts who have completed hundreds of shop calls as part of an inspection process and it’s clear how even the country’s top inns are losing reservations because of the way telephone calls are answered. Research into consumer preferences for online booking vs. telephone inquiries is changing the nature and focus of who tends to call. Many consumers in a hurry tend to book online, however those who call are the ones who need more TLC before they are ready to book. This is a training opportunity that is perfect to share with your staff.

Unlock the Secrets to your Business Success with 10 Internet Marketing Steps Did you know that there are innkeepers in today’s industry whose businesses are flourishing! Do you want to know the secret? It’s truly no longer about just throwing money at the problem. Hear from an internet marketing professional and a handful of these successful innkeepers who are experiencing all-time highs. Remember, if you keep doing the same thing the same way, you can expect the same results. Innkeepers who roll up their sleeves and get involved are the ones who are going to win! This is a hands-on workshop.

Getting the Most out of Video for your Website This workshop will focus on the two elements of video for your website from choosing the format you will use and how to produce each successfully from flip cam to professionally

INNKEEPING QUARTERLY • FALL 2010

created for your inn to the second half where you will learn to properly load and create and add proper keyword phrases, links to your site, and titles to your videos for best Google and YouTube visibility in their searches. We will also talk about various ways to get visitors to find and watch your videos. There’s much more out there than just adding a video to your Web Site!

Blog Writing for ROI This workshop will focus on content, what to blog about, setting a schedule up to blog, ways to advertise a blog, tips to make blogging easier and stress free as well as keyword tips and why the search engines love blogs. Also included ways to tie a blog into Twitter and Facebook fan pages so it feeds information automatically into those two sources as well.

Are you Wearing Out Your Repeat Guest? How to Maximize Repeat Business Learn the top ten factors in building guest loyalty to gain repeat business. Make new friends with each guest who walks in the door and make sure to keep in contact with each guest after they head home. Keeping in touch is great for your day to day connections, and even more important for innkeepers to compound your business... but how do you do it? We will review the tried and true methods gathered from the innkeeping community.

Advanced Google Analytics This is a hands-on workshop for the innkeeper who is using Google Analytics already, but wants to learn what is new in the world of web stats to help them better improve their bottom line. Make sure you are evaluating your search engine traffic appropriately, evaluating your referrals and the important difference between quantity and quality and how to tell a good referrer from a bad one. We will also focus on reports on Google Adwords PPC and Revenue Tracking with your reservation system.

Starting your own Marketing Co-op Everyone these days needs their marketing dollars to go farther and farther. A Marketing Co-op may be a great solution for maximum bang on a budget. Find out how other associations are marketing from idea to inception. How it actually works, how a group can do this around an event. Learn about the mechanics of a successful cooperative marketing scheme.

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30 INNKEEPING QUARTERLY • FALL 2010

SEO and Link Building is Alive and Well! Traditional Search Engine Optimization (SEO) and Link Building strategies have evolved in light of today’s growing Social Media trends, YouTube, Bookmarking sites, etc. And though these strategies are still very much alive, how you utilize them to your best benefit continues to change. Come to this session and learn the basics of SEO and Link Building strategy in today’s ever changing Internet world! This is a hands-on workshop.

How Do I Get Travelers Interested in the Green and Locavore to My Inn? If you have done the work to become green and/or focus all your food offerings on locavore how do you capture those innstayers whose ethos are in line with your own? This workshop will focus on ideas and motivation for attracting this travel segment, guests concerns and reasons for traveling to an inn like yours, and how to use the internet and social media marketing to capitalize on this traveler.

“A conference of this quality and size is a huge effort that must be applauded. All aspects of the conference exceeded my expectations. I feel it was worth the time and expense for my business. Now to implement it all!” — Ruth May, Reflections Inn

Management and Operations Survival Techniques in the Changing Landscape for Full Service Inns The sustainability business models of the last 10 years aren’t necessarily working anymore so what is an innkeeper to do. This workshop will focus on pragmatic recommendations for your full service business from evaluation your business practices to critically looking at your controllable expense and dealing with changing costs while maintaining revenue streams to not only sustain by thrive.

Stop Bugging Me — The Anxiety-Inducing Beg Bug Bed & Breakfast owners and operators need practical information into the unique challenges that bed bugs represent for our inns. Learn about the various treatment methods that will be most effective and practical for our industry.

How to Negotiate a Bank Loan or Refinance Hear from a banker about the realities of current bank loan practices and inside tips and strategies to ensure you are in a position to negotiate a successful loan or modification in the current climate.

Yield Management to Make More Money Yield Management is one of the most critical elements in increasing occupancy, ADR and ultimately your profit. This hands on approach from a panel of innkeepers who have successfully done this and an internet marketing expert will give attendees a hands on approach on how to strategize and implement this tool whether you have 3 rooms or 30.

WIN GREAT PRIZES! Exhibitors’ Spotlight

Grand Prize

Win prizes worth at least $100 contributed by Exhibitors at the Exhibitor’s Spotlight! Past prizes have included robes, gift certificates, software, web services, artwork and much more. Attendees must be present to win. Everyone attending the full conference is automatically entered to win.

Win big just by buying products at the Trade Show! Every time you spend $250 with an Exhibitor, you will receive an entry into a drawing for two full conference registrations to the 2011 Innkeeping Conference & Trade Show. Bring your shopping list, take advantage of show specials, and you may go home with a wad of cash! Drawing will be during Thursday’s Awards Luncheon. You do not need to be present to win.

The Latest in Tax Laws, the New Hire Act and Healthcare and How Your B&B is Impacted This workshop will focus on what the new Hire Act means to you as an employer and the implications the tax incentives that come along with it mean for your business. We will also cover what the implications are for small business with the Healthcare Reform Bill.

The Basics! Housekeeping Techniques This workshop will take a humorous yet practical approach to everything from stain removal to laundry issues to new hot points in things from allergies to new and green cleaning products, etc.

Risk Management: Common Losses Experienced by Innkeepers That May Get You Sued and Steps you Can Take to Avoid Them There are many things that can have a devastating effect on a guest’s stay, drive up worker’s compensation cost, damage your reputation and they can be a catalyst for litigation against you. In this workshop, we will discuss incident trends to proactively help identify these hazards before they occur and learn strategies to help reduce their likelihood of occurring at their inn. Also hear about the latest scam trends that people are trying to pull on businesses and real B&B disasters and how innkeepers have dealt with them.

valued at $1,000

Cutting Edge Guestrooms — Staging Techniques for Freshening up your Inn at little cost. How about updating your tired, old, or totally out of date rooms in order to bring a new generation of guests to your inn and impress you repeat guests who are secretly hoping you will get with the program. This workshop will help you creating a plan for an inn face lift over the off season or over two seasons including how to prioritize, cost, time, materials and contractors on any budget.

Inspections Shouldn’t be Painful… How They Really Can Help your Business This workshop will focus on how inspections can help you grow your business and lift the veil off of things you may never see on your own. This panel of inspectors will focus on how to use the inspection process and the resulting reports and advice as a resource for your business…this is not a sales pitch for any particular program.

Strategy and Planning Survey Says You know what your repeat guests love about your inn, but the reservations you are losing can make the difference between a profitable inn and one that’s barely scraping by. This workshop will provide an analysis of a year’s worth of quarterly surveys of approximately 50,000 consumers and 5,000 innkeepers, along with specific ways that you can learn what works (and what doesn’t) so you can please more of the people, more of the time.

INNKEEPING QUARTERLY • FALL 2010

How to Get Outta Here with a Bag of Money Everyone wants to know what their inn is worth. In this workshop you will learn about the comprehensive methodologies commonly accepted in the innkeeping industry and as importantly, by lenders too. We will cover the realities of the varied current market within the region and creative opportunities in the buy/sell equation.

You Don’t Have to Go It Alone: How to Win Over your CVB to be B&B Friendly Here from a seasoned web designer and former CVB Media Relations expert who has in depth understanding of the types of items that need to be available to the CVB at any given moment to help get your property’s information into the hands of the right people on time. Having a system in place is critical and can be the difference between landing a nice placement in a travel piece or not.

Are you Losing Money and Don’t Know Why? Great financial records are key to running a successful business. Understanding how and why this is important and what tools are available, can save you tax dollars now. This knowledge will provide essential data for innkeepers to make informed decisions about their business, profitability, expenses and more. At the same time, great financials add to the value of your inn when it comes time to sell!

Sold! Position Your Property for Eventual Successful Sale Experienced innkeepers are busy running their business and often making decisions that will effect their ability to sell in the future. There are many operational and financial choices that can be made to improve an inns saleability in the future. You can only take advantage of these choices if you know what they are. You will take away set of tools to rethink you operational and financial plans to allow for a successful sale in the future.

Measuring Your Financial Performance: What you Need to Know From the Most Important Studies in our Industry The PAII Study includes terrific information on the industry, but there are others you should also be using as tools to evaluate your business. Learn about the relationship between these performance standards and your own financial results. This workshop is applicable to inns of all sizes from full to limited services.

Thrive to Make More Money This workshop will focus on how can improve business and your bottom line. PAII statistics show that smaller inns have lower occupancy and ADR than their larger counterparts. It doesn’t

32 INNKEEPING QUARTERLY • FALL 2010

have to be that way. Every inn, large or small, should be aware of what they can do to compete profitably in a demanding travel marketplace, regardless of locale within the region.

Are You Getting What you Want From Your Guest Management Software? Learn from a seasoned software professional and current innkeeper about features to consider when re-evaluating or choosing a Guest Management System and Online Booking System and a process for evaluating that software. Walk away with a sample spreadsheet to help you evaluate the software yourselves and make an informed buying decision. We will teach you how to evaluate what works best for your particular needs, but the decision of who you do and don’t use is ultimately up to you .

“Continues to stay on the forefront of technology and other pertinent issues. Motivating speakers. Enjoyable events.” — Ed Kivett, Glen-Ella Springs Inn

Food Glorious Food Low Country Breakfast Demo Join one of Charleston’s Award Winning Chef’s and be wowed with the latest infusion of unique flavors from the Low Country to add to your own breakfast repertoire.

A Taste of Honey Demo Did you know that every third bite that we take would not exist without bees? How do they do their work? How do they make honey? How can you as an innkeeper, take advantage of the current interest in honey and honey bees? You will hear stories, recipes, tastes of honey from all over the United States and easy ways for you to bring this magical food into your innkeeping life.

How to Run a Cooking School Right from your Inn We are all looking for new ways to offer something special to our guests that also can help drive revenue. If you feel you are equipped with the “behind the scenes” space to accommodate cooking classes (they don’t have to be large) come learn the highlights and pitfalls from someone who has been doing this successfully for years.

Square Foot Gardening…Fresh Ingredients Right Outside your Door

YOU CAN DO IT! Food Photography for Anyone…With Any Camera DIY tips and tricks for photographing food at the inn. Believe it or not, it’s not as much about the camera or the equipment as you might assume. Think lighting and angle and styling. For most of your guests, food is a BIG part of the inn experience. (Just read your in-room diaries and count the number of times food is mentioned!) When you shoot that signature dish your guests rave about for your blog or Facebook page, are you always disappointed?

The New Dining Room Come here what’s happening in the dining world from food trends to new styles and place settings. We will also discuss the community table vs. individual seating and what we should be doing from the guest perspective.

Plating and Garnishing Learn the latest trends, tips, tricks and techniques from a B&B executive chef from garnishing your plates with handy items to choosing just the right tableware so your guests have a sensory experience that they don’t simply smell and taste, but can eat with their eyes.

Wine Pairing A good pairing will balance any food you serve and enhance the flavors of both. Come learn about the varieties, new trends in wine and how to store and serve both. (sold out)

Rising Slowly Yeast breads so often seem so out of reach for an 8:30 breakfast that we do not even consider using them other than store bought. This workshop will help you develop a plan to make the most amazing cinnamon rolls, sticky buns, hot cross rolls. In short, anything using yeast as a leavening agent and have it easy, hot and amazing! Yeast is your friend, not something to be feared. It has so many great qualities that are just a perfect fit to a busy innkeeper’s schedule.

Join this green thumb innkeeper as she teaches a technique that is very simple to learn and can be adapted to small spaces. She will show you how she incorporates a variety of culinary herbs and illustrate how to use at the B&B.

“Great conference, fantastic speakers, state of the art information!” — Amy Lindner-Lesser,The Rookwood Inn

Professional Enrichment Dealing with Difficult People Innkeepers deal with a multitude of people, most of which are pleasant and kind, but it’s always those few that are not that have the potential of making innkeepers question their ability to provide an extraordinary experience for the other guests. This workshop teaches you how to identify characteristics of potentially unhappy people and how to resolve issues that arise with a positive outcome.

Life After Innkeeping—What’s Next? We can’t answer this question for you, but we will help you strategize and address the tough questions you have to face when planning for the next chapter in your life. This workshop will offer a glimpse at a variety of life choices and potential issues after innkeeping from finances to the emotional components.

Keeping the Inn, Your Spouse and Your Sanity This workshop will focus on concrete steps on how to work together with your spouse in such a demanding industry. From scheduling time together and apart, splitting responsibilities and how to negotiate when you see things in different ways. Walk out of this workshop with a handful of ground rules and tools for survival.

INNKEEPING QUARTERLY • FALL 2010

Self-Care— A Whole and Healthy Innkeeper Join two long time innkeepers as they share the trials and successes of keeping themselves, energized, growing authentically and strategies for mitigating burnout.

Surviving the Fantasy: 9 Insights into B&B Happiness Hear from a long time innkeeper who offers compassionate depth and some new ways of approaching some challenging aspects of the Bed and Breakfast business — that is, enjoying and communicating with all kinds of people. On the verge of burnout after 5 years this innkeeper took a step back and started looking at her business differently and will share nine insights with practical tools that has led to an almost 30 year career in the business.

Who Works 24/7 with No Vacation? How to Hire an Innsitter Successfully If you have ever considered hiring an innsitter, but have been reluctant or have done so with less than stellar results then you won’t want to miss this workshop. Here from a panel of innkeepers and innsitters who will share their experience in what steps, communication and information lead to a successful experience for the innkeeper and most importantly your guests.

SOCIAL EVENTS

included in your registration Conference Kickoff Cocktail Party Monday, January 10, 6 – 7 pm

Celebrate the kickoff of your 2011 Innkeeping Conference and Trade Show experience by finding old friends and making new ones. Munch on snacks, visit, listen to some local talent and make plans for what is sure to be the best time you’ll ever have in Charleston.

Lunch with your friends in the Trade Show Tuesday, January 11th & Wednesday, January 12th Buffet Lunch served in the Trade Show

Low Country Reception at the Trade Show Tuesday, January 11, 5:30 – 7 pm

Join innkeepers and vendors from all over the country for a warm reception that is a reminder of all that hospitality has to offer you and your guests. Sample delicious appetizers while you cruise the biggest and best Trade Show exclusively for innkeepers!

Innkeeping Conference & Trade Show Awards Luncheon Thursday, January 13, 12:30 pm – 2 pm

Sit down and break bread with everyone who is at the largest event in the world for innkeepers. Mingle with speakers, vendors, innkeepers, Innkeeping Conference & Trade Show staff, Innkeeping Conference & Trade Show board members, aspiring innkeepers, and everyone who makes this such an incredible industry. We will announce the winners of the association’s awards honoring commitment to our industry and profession, and the lucky winner of the trade show prize. Learn more about where the Innkeeping Conference & Trade Show is heading in 2012!

Farewell Networking Cocktail Party Thursday, January 13, 5:30 pm

Join your friends and colleagues at the Embassy Suites Lobby Bar for this one last opportunity to network with innkeepers from all over the country. (Cash bar at all evening events unless otherwise noted)

“The (Innkeeping Show) is always an uplifting experience! Meeting other innkeepers, learning the new stuff, seeing old friends, and finding new products are all great reasons to attend.” — Dee Fegan, Pheasant Field B&B

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Night Out

in Charleston Wednesday, January 12, 6:30 pm – 11:00 pm Join PAII, BedandBreakfast.com, RezOvation and Intuit Payment Solutions for a night out in Charleston. Hop on a bus in front of the Embassy Suites North Charleston hotel at 6:30 pm for the short ride to the Charleston Visitor Center at 375 Meeting Street, just north of the Historic District. The Visitor Center is located in an old railroad depot circa 1856 with original floors and beams. After you arrive at the Visitors Center we’ll be gathering under the covered patio for a taste of Charleston Low Country cuisine & cocktails. Although we’ll have gas heaters to ward off the chill, we recommend bringing a jacket along. We’ll be dancing under the stars to some fine Southern Tunes and have several surprises in store!

Especially for us, the Visitor Center will be staying open late so you can enjoy the interactive displays and learn more about what Charleston has to offer. Interested in staying out later? Enjoy a quiet stroll or a quick cab ride to the historic taverns near Broad and East Bay Streets. The buses will be running between the hotel and the visitors center, with the last bus leaving for the hotel at 11 pm.

INNKEEPING SHOW GUARANTEE If you are not satisfied with your conference experience, ask for a refund of your registration fee, and we’ll send it to you no questions asked.

CONFERENCE CANCELLATION POLICY You may cancel for any reason with a full refund minus a $25 per person administrative fee prior to December 22, 2010. No refunds or credits will be issued on cancellation requests received after that date. Request must be received in writing. For more information, call the Director of Education and Events at 856-310-1102.

INNKEEPING QUARTERLY • FALL 2010

Charleston Exhibitors (as of 10/18/10) Acorn Lisa Kolb Colorado Springs, CO Ph: 719-329-0977 info@acorn-is.com www.acorn-is.com

Deneen Pottery / Cloth & Clay, Inc. Niles Deneen St. Paul, MN Ph: 888-646-0238 peter@deneenpottery.com www.deneenpottery.com

James Wolf Insurance Scott Wolf Frederick, MD Ph: 800-488-1135 SWolf@premierprograms.com www.JamesWolf.com

South Carolina B&B Association Hoyt Dottry Lyman, SC 864-949-7230 www.scbba.net info@scbba.net

American Bed and Breakfast Inns Michael Pinkston; Jason Sager Tiffin, OH Ph: 419-618-0311 Michael@abbinns.com; Jason@abbinns.com www.ABBINNS.com

dNj Specialties David Scyoc Lawrenceville, GA Ph: 770-338-2121 david@dnjspecialties.com www.dnjspecialties.com

Jumping Rocks Mark Smith Philadelphia, PA Ph: 215-985-3277 www.jumpingrocks.com mark@jumpingrocks.com

Elizabeth Campbell Photography Elizabeth Campbell Gleas Falls, NY Ph: 802-989-8619 info@elizabethcambellphotography.com www.elizabethcambellphotography.com

Markel Insurance Company Heather White Glen Allen, VA Ph: 800-431-1270 Hwhite@markelcorp.com www.inninsurance.com

The B&B Team Peter Scherman & Rick Wolf Scottsville & Kennebunk, VA & ME Ph: 434-286-4600 scherman@bbteam.com; rick@bbteam.com www.bbteam.com

EW3D Jeremy Robinson Rockbridge Baths, VA Ph: 540-348-6326 admin@ew3d.com www.ew3d.com

Maryland China Co. Ed Weiner Reisterstown, MD Ph: 410-833-5559 ed@marylandchina.com www.marylandchina.com

Greenwich Bay Trading Company Denise Huntwork Raleigh, NC Ph: 919-781-5008 customerservice@gbsoaps.com www.gbsoaps.com

Monarch Bath Bed Spa Gene Faul Sheffield, MA Ph: 416-528-5150 ichief@aol.com www.monarchrobe.com

HD Supply BryLynn Garton San Diego, CA Ph: 858-831-2590 BryLynn.Garton@hdsupply.com www.hdsupplysolutions.com

NPC Amanda Holt Louisville, KY Ph: 800-376-3399 aholt@npc.net www.npc.net

IIN Cheryl Conarty Osceola, WI Ph: 214-504-6289 iin@sittinginnstyle.com www.interiminkeepers.net

Reservation Nexus Jeff Bryce Provo, UT Ph: 801-623-1796 jbryce@resnexus.com www.resnexus.com

InnConcierge, LLC Stephen Tallon Princeton Junction, NJ Ph: 609-751-2863 www.innconcierge.com stallon@innconcierge.com

RezStream Bill Mitchell Denver, CO Ph: 303-872-0221 bill.mitchell@rezstream.com www.rezstream.com

InnStyle Susan Sternthal Perkasie, PA Ph: 800-877-4667 Susan@innstyle.com www.innstyle.com

Sealy Mattress Company Dale Stahley Trinity, NC Ph: 336-861-3629 dalecontractsales@verizon.net www.sealyhospitality.com

InsideOut Solutions Patricia McCauley Sequim, WA Ph: 360-683-5774 pat@insideout.com www.insideout.com

Select Registry Bev Hiscock Marshall, MI Ph: 800-344-5244 www.selectregistry.com bev@selectregistry.com

American Historic Inns, Inc. Jamee Danihels Dana Point, CA Ph: 949-481-7272 Jamee@iloveinns.com www.iloveinns.com Archicatures Stephanie Snyder Bethlehem, PA Ph: 609-884-3205 stephanie@archicatures.com www.archicatures.com BedandBreakfast.com Janice Hurley Austin, TX Ph: 512-322-2701 jhurley@BedandBreakfast.com www.BedandBreakfast.com BnBFinder.com Mary White New York, NY Ph: 212-837-7852 info@bnbfinder.com www.bnbfinder.com Cardamom And Curry Tom Everitt Warrington, PA Ph: 215-385-2457 info@darrahhouse.com www.cardamomandcurry.com Christian Giannelli Photography Christian Giannelli New Hope, PA Ph: 908-328-2565 photo@christiangiannelli.com www.christiangiannelli.com Comphy Co Linda McCrae Ferndale, WA Ph: 323-225-8234 Linda@comphy.com www.comphy.com

36 INNKEEPING QUARTERLY â&#x20AC;˘ FALL 2010

TMG-Virginia Inn Brokers Pete Holladay Glasgow, VA Ph: 540-463-6688 tmg@virginiainnbroker.com www.virginiainnbroker.com Two Fine Dogs Katie Wilson Ojai, CA Ph: 805-646-3647 katienjeff@sbcglobal.net www.TwoFineDogs.com United Insurance Agencies Karmen Ward-Ailes Muncie, IN Ph: 765-284-4443 Karmen.ailes@unitedagy.com www.viabnb.com Whitestone Marketing Allison Crumpton Colorado Springs, CO Ph: 800-841-5448 allisons@whitestonemarketing.com www.whitestonemarketing.com

LODGING INFORMATION Embassy Suites Hotel Airport / Convention Center 5055 International Boulevard • North Charleston, SC 29418 Phone: (843) 747-1882 / Fax: (843) 725-1300 Rate: $119 single/double

Reasons to stay at the Embassy Suites ■■ FREE

made to order breakfast daily for overnight guests ■■ FREE self-parking for overnight guests ■■ FREE airport shuttle for overnight guests ■■ FREE wireless internet in guest rooms ■■ Nightly recap news with the latest…on the days goings on and what is on the schedule for the next day ■■ You get to sleep later because your commute from your room to the Innkeeping Conference and Trade Show is approximately 2 minutes…not to mention we’ll have coffee available before the general sessions kick off in the morning. ■■ More opportunity to network with your peers

Reservations 843-747-1882 or Embassy Suites Brand Reservations number, 800-EMBASSY. Individuals must identify themselves as being with the Innkeeping Conference & Trade Show hosted by the Professional Association of Innkeepers International at the time the reservation is made in order to receive the group rate.

Cutoff date for reservations is Thursday, December 2, 2010. Visit www.embassysuites.com for more information.

Residence Inn by Marriott / Convention Center 5035 International Boulevard • North Charleston, SC 29418 Phone: (843) 266-3434 / Fax: (843) 266-3435 Rate: $119 single/double

Reasons to stay at the Residence Inn by Marriott ■■ FREE

made to order breakfast daily for overnight guests self-parking for overnight guests ■■ FREE airport shuttle for overnight guests ■■ FREE wireless internet in guest rooms ■■ Nightly recap news with the latest…on the days goings on and what is on the schedule for the next day ■■ More opportunity to network with your peers ■■ Shuttle van service to and from the convention center for attendees staying at the Residence Inn for Monday, January 10, 2011 through Thursday, January 13, 2011 from 7 am till 7 pm. Or it’s about a 5 minute walk if you choose. ■■ FREE

Reservations 843-266-3434 or Marriott Reservations number, 888-236-2427. Individuals must identify themselves as being with the Innkeeping Conference & Trade Show hosted by the Professional Association of Innkeepers International at the time the reservation is made in order to receive the group rate.

Cutoff date for reservations is Thursday, December 2, 2010. Visit www.marriott.com for more information.

INNKEEPING QUARTERLY • FALL 2010

Members Rack Rate

Non-Members Rack Rate

Two Day Sale (November 15-16)

Full Conference Registration Lunches Included

$489

$689

$469 (Members) Join for as low as $89!

One Day Registration (Tues, Wed, Thurs.) Lunch Included

$199

$299

No special

Trade Show Only Registration Lunch Included

$50

$100

No special

Wine Pairing Demo Workshop (Limited Seating)

SOLD OUT!

B&B Key Leaders Breakfast Meeting Wednesday, 1/12 6:45am – 7:50am

$25

No special

PRE-CONFERENCE OPTIONS Registration Item

Members

Non-Members

Aspiring Innkeeper Workshop Lunch Included

$199

$299

Internet Intensive – Introductory Presented by BedandBreakfast.com

FREE

Internet Intensive – Advanced Presented by BedandBreakfast.com

FREE

The Secrets of Packaging Unraveled Presented by The B&B Team with Joe Veneto, The Opportunity Guy

$99 (1 Innkeeper) $129 (2 Innkeepers)

7 Building Blocks to Your Internet Success – Morning Session Presented by Acorn Internet Services

FREE

7 Building Blocks to Your Internet Success – Afternoon Session Presented by Acorn Internet Services

FREE

Internet Marketing from Blogging to All Things Google and More Presented by InsideOut Solutions

FREE

Fuel Yourself-Top Tools and Tips of Internet Marketing Presented by RezStream

FREE

ALLIED ASSOCIATION EVENTS Registration Item

Cost

Select Registry Members Only Events Add On to Full Conference Registration

$150

Select Registry Members Only Events (includes trade show & lunch on Tuesday only)

$199

See page 35 for registration and cancellation policies.

See You In Charleston! 38 INNKEEPING QUARTERLY • FALL 2010

82 4,088

Number of bedbug infestation in New York City multifamily residences in 2004, Time Magazine Number of bedbug infestation in New York City multifamily residences in 2009, Time Magazine

by the 123

4 5 6 7 8 9 numbers 3%

$1.2 billion 3%

The growth of the average time spent online in the U.S. in June compared to May (Nielsen)

The amount of money that US airlines raked in from change and cancellation fees in the first six months of 2010 Growth of spending on airplane seats, hotel rooms and rental cars, among other tourism and travel expenses at an inflation-adjusted annual rate in the second quarter, Smith Travel Research

fall 2010 â&#x20AC;˘ innkeeping quarterly

Business Matters

HIRE Act by Joseph A. Hinske, MS, CPA — Legare Bailey & Hinske LLC

n March 18, 2010, President Obama signed the Hiring Incentives to Restore Employment (HIRE) Act into law. This act provides businesses 3 main benefits for the 2010 tax year. These benefits are 1) an employer payroll tax exemption for certain newly hired employees, 2) an employer income tax credit for certain newly hired workers you retain for a specific time frame, and 3) an increase in the Section 179 immediate expensing of capitalized equipment. This article will briefly discuss the tax benefits of this Bill. Employer Payroll Tax Exemption A business can qualify for the employment tax exemption if it hires previously unemployed people. The employee must be hired and begin work after February 3, 2010 and before January 1, 2011. The employee must also verify (by signing an affidavit) that they have not been employed for more than 40 total hours

innkeeping quarterly • fall 2010

for the 60 day period prior to starting work. The new hire can also not replace another employee, unless the employee voluntarily quit or was fired for cause. The other restriction is that the new hire cannot be related to the employer or its owners. For example, you cannot qualify for the exemption by hiring your wife, child, in-law, aunt or uncle. After those rules, if the new hire still qualifies, the employer does not have to pay their share of the Social Security and Medicare tax (generally 7.65% of the wages) for all wages paid prior to 1/1/2011. For example, if you hire a qualified worker and they earn $15,000 during 2010, you would save $1,147.50 in employment taxes (Federal and State unemployment would not be affected). There are no restrictions as to how long the new hire must work. For example, they could be a seasonal hire, a temporary hire, or may be terminated if they don’t work out. There are also

41 no requirements that require the worker to be a full-time employee. The tax benefit is based only on how much the qualified employee earns. This payroll tax exemption provides immediate cash flow relief for the employer since the payroll tax deposits are generally due at least monthly. The employer would report the entire amount on the quarterly payroll tax return and then take a credit for the exemption amount. There is no waiting to file at the end of the year before you receive the benefit. Employer Income Tax Credit If the new hire qualifies for the payroll tax exemption, the employer may also qualify for an income tax credit if the new hire works for 52 consecutive weeks. The other requirement is that the employees’ pay for the final 26 weeks of the period has to equal at least 80% of the wages for the first 26 week period. If the qualified employee meets these two requirements, then the employer gets an income tax credit for the lesser of $1,000 or 6.2% of the qualified employee’s wages for the 52 week period. As an example, if the qualified employee starts October 1, 2010 and is still employed 52 weeks later, you would receive an income tax credit of $1,000 (on your tax return that includes September 30, 2011) if that employee was paid at least $16,129 over those 52 weeks. The income tax credit would apply to the

fall 2010 • innkeeping quarterly

43 business, but if the entity has flow-through taxation to the owners, the credit would also flow to the owners. The timeline for this credit starts the first day the qualified employee starts working. As long as they are hired and start working prior to January 1, 2011, they would qualify for this credit (assuming they are qualified for the payroll tax exemption). It also is based on total wages they earn during the 52 week period, not just what they earn in 2010. The downside (yes there usually is always one in taxes) is that the credit is applied only against regular tax, not the Alternative Minimum Tax (AMT). If the employer is already in AMT before the credit, then no current benefit will be derived. Section 179 expense increased to $250,000 The final benefit is an increase in Section 179 expense to $250,000 for property placed in service in 2010. It has been $250,000 for the past several years, but was scheduled to revert to $25,000 in 2010. The 179 expense election applies to depreciable personal property used in a business. Generally, new additions have to be capitalized and depreciated over the tax defined useful life. (For example, a computer has a 5 year useful life and furniture has a 7 year useful life). Instead of deducting the acquisition cost via depreciation over several years, the employer could elect to deduct it all in the year of purchase. There are income restrictions as well as a ceiling on the amount of additions during the year, so you would want to make sure you meet these requirements. Please visit www.lbhcpas.com for more information. Or follow us on Facebook and Twitter for more timely tax updates and planning ideas. As always, please consult your tax advisor as specific limitations, restrictions, and circumstances may apply. Pursuant to requirements related to practice before the Internal Revenue Service, this tax advice is not intended or written to be used for the purpose of avoiding tax related penalties under the Internal Revenue Code or applicable state or local tax law provisions. â&#x2013; Joe Hinske is a CPA with Legare Bailey & Hinske LLC. He specializes in business taxation and consulting, estate, gift and trust planning, individual taxation, and litigation support. He is a speaker at the 2011 Innkeeping Conference & Trade Show in Charleston, SC.

fall 2010 â&#x20AC;˘ innkeeping quarterly

Food Glorious Food Elsie’s Biscuits by Laurey Masterton

y hands now make my mother’s biscuits. And when they do, it is as if she is inside me, guiding my hands, making me move. It is a remarkable and comforting thing. I know, of course, that they are my hands, but when I look down, they could very well be hers. I was with her so much then. I saw her make so many biscuits. Her hands, like mine now, were a bit puffy. Whenever she made biscuits, which was every single night at the Inn, she first removed her wedding ring and hung it on a nail on the upright support at the side of the faded yellow work counter which my father had built for her when they were just getting started with the Inn and couldn’t afford to hire anyone else to build anything. It was not a perfect counter. It was very home made, but it worked well enough and it had been made with love and it had a nail just to hold her ring while she made biscuits.

innkeeping quarterly • fall 2010

I waited quietly on the other side, watching, patient and so very happy. In she’d plunge. I can still see her mixing the margarine into a bowl filled with her measured flour, baking powder, and salt. She used the two knife method to blend, passing two simple table knives with strong, sure strokes “fwicking” against each other. Click. Whick. Smoothly past each other. Slice the sticks of margarine in two. In four. In eight and smaller and smaller until it was, as she said, “the consistency of corn snow,” blended and mixed until it looked like tiny kernels of flour. She could have used one of those pastry tools, the ones with a wooden handle and the tines that curve like a big letter U. She could have used her hands, the way I have seen folks here do, southerners for the most part, crumbling the flour into the margarine with their fingers. Mostly I think people follow the way they learned from their mothers and grandmothers. My mother learned from her mother. My mother, I

45 remember, used the two knife method, so I do too. I loved to watch her. Once she had a bowl of “corn snow” flour, she poured in the combined milk, buttermilk and, to make the biscuits really light, sour cream. She stirred with a wooden spoon just until the instant when the mixture held together. Mix them too much, I knew, and the biscuits would be tough. Too little and they’d fall apart. My mother, after who knows how many hundreds and hundreds of times of making biscuits, knew exactly when to stop. She coaxed the sticky dough onto her pastry board, a wooden board inlaid by my father into the surface of her work counter. She’d coated the board with flour first and then had dusted a bit more flour on top of the doughy pile, gently patting, shaping and forming the mass into the thickness that would produce, she knew, the perfect biscuits. I squirmed, getting ready. My moment was almost here. As she tucked and worked and eased the dough into shape, I readied my baking sheet and got myself all set to help. She’d dip her biscuit cutter, really just a piece of smoothed aluminum cocoa butter tube (my sister reminded me this is what she used, though I’d always thought it was a piece of pipe) which my father had made especially for her biscuits, into a cup of flour

and cut out one pipe-wide biscuit, and then shake it out of the pipe onto the board near my hand where it landed with a fat little plop. Dip. Cut. Shake. Plop. Dip. Cut. Shake. Plop. Dip. Cut. Shake. Plop. Finally it was time for me! Staying clear of the pipe and clear of my mother’s swift hands, I lined up the little biscuit cutouts on my baking tray. I was precise, making long, straight rows of biscuits down and across my sheet, thrilled, every night, to be a part. I grinned, catching my mother’s eye. I was a big help, I could see! My mother popped my baking sheet into her oven as the guests, now finished with their Shrimp Tempura with John’s Dunk Sauce, followed my father through the kitchen and into the dining room. As they sat down and ate Prosciutto wrapped around wedges of summer-ripe Cantaloupe, the biscuits puffed in the oven and, just as my mother gave the Blueberry Hill Salad its final toss, were done. Scooted off the tray and tucked into a Blue Willow napkin-lined basket and served with that summer’s Blueberry Jam, my mother’s biscuits were perfect steaming bitesized puffs. If I sat very quietly, I could stay next to my mother’s counter for a long time, past my bed time on many occasions, and almost always long enough to get a couple of back-from-the-dining-

fall 2010 • innkeeping quarterly

46 room, still-warm, biscuits. My mother’s biscuits. Made by her. And me. That was then. Now I do it all. Just me. I measure, mix, pat, scrape, coax, flour, cut, shake, and line up. And then I bake and serve. Just me. Just me and my mother’s hands. Just us. Addendum: I wrote this story quite a long time ago. One day, sitting in a cold house, missing the warmth of my childhood I sat and, in one stroke, wrote this almost exactly as you now read it. The memory remained as clear to me that day as if it had happened a year, not 30 years before. As I wrote I was at the very beginning of my career as a caterer. I had lost my parents when I was 12 and when I had gotten to the age of being able to actually run Blueberry Hill, something I’d always thought I would do, it was no longer available to me. But making those biscuits helped me move toward finding that life that I’d thought was lost. Making my mother’s biscuits brought me home. My life at Blueberry Hill childhood was perfect in my eyes. I loved growing up there. Loved carrying luggage, loved helping in the kitchen, loved getting our guests to sign the guest book. I had many jobs (mostly self-created) and felt absolutely content wrapped up in that life. Blueberry Hill was an Inn, not simply a B+B, so people came, stayed with us for long periods of time, and hung around, eating breakfast and dinner with us. We all got to know each other and many came back year after year. Now, owning and running my catering company that has grown from just me tiny to small to bigger to now including an on-site cafe and 50 seat restaurant, I cherish my private home time. I don’t want to have an Inn anymore, but I still love filling my life with guests and food and love (just not all the time.) And I still hold that childhood very close in, especially when I make Elsie’s Biscuits. The recipe for Elsie’s Biscuits Here’s a classic recipe (at least for me and the thousands of people who ate at my parents’ Blueberry Hill or who have been to one of my many catered events). We make a bazillion of these things each year. Sometimes we add grated Vermont Cheddar Cheese and Fresh Dill, which makes a delicious foundation for a savory hors d’oeuvre like a Maple-Glazed Ham Biscuit. And sometimes we make them a bit bigger than normal, sprinkle some sugar and cinnamon on top, split them, fill them with fresh fruit and whipped cream, and called them Shortcake. But, truthfully, they are so wonderful just plain that I almost hesitate to even suggest these variations to you. (continues, next page)

innkeeping quarterly • fall 2010

innkeeper

It’s raining this morning, the slow

by Kathryn White

new products and talk to vendors, certainly, but mostly

soaking type, which sort of fits my mood. A little reflec-

I’ll have the chance to meet new colleagues and to sit

tive, a little tired, and certainly not very energetic.

down and visit, again, with innkeepers who help me

It was the second hottest summer on record for this

balance the good times and bad, keep me resilient, and

part of south central Pennsylvania. Heat totally drains

help me stay creative and charged to greet each guest

me, and I think the thought of travel and tramping

with an honest smile. ◆

around a national battlefield in scorching heat didn’t appeal much to our guests, no matter how historic.

Kathryn and her husband purchased The Beechmont

Some weeks were hopping busy, others not. The heat?

Inn B&B, a 7-room property in Hanover, PA, in April

The economy? I’ve given up trying to predict, but I

2000. Kathryn enjoys volunteering her time with the PAII

glom on to all positive reports that things are on the

Advisory Council and Program Planning Committee for

up tick.

the Innkeeping Conference and Trade Show. She is one

In the meantime I’m kicking myself for all that I haven’t yet accomplished this year. I’m really, really

of Eight Broads in the Kitchen and would rather tweak a sticky bun recipe than tweet on Twitter.

bad at blogging. I finally have my business Facebook page up, but am ignoring it. What’s with me? Part of the problem is not taking care of myself. Guests, yes. I’ll do most anything to exceed their expectations. Me? Who has time to recharge? To find more hours in the day to do just one more thing? Well, I did take a little time recently. Seven innkeepers, all of us great friends, were able to gather at a beach house owned by one of us. The time couldn’t have been better spent. We stayed up until 2:30 in the morning laughing, talking, telling stories, sharing woes, boosting each other’s spirits, and supporting each other with love and friendship. It was sorely needed by all, I dare say. And where did we meet? Through PAII, mostly. Colleagues who met in workshops or on the trade show floor. We stretch from one coast to another and don’t often see each other, but we talk daily through emails and the occasional phone call. And always at the Innkeeping Conference. I can’t wait to be in Charleston. I’ll learn about and create a new list of internet challenges to tackle, see

fall 2010 • innkeeping • 47

48 Elsie’s Biscuits The ingredients: • 3 cups flour

This recipe will make enough biscuits for about 8 people: 30 little biscuits, or 15 medium-sized ones, or 8 big guys. ■

Laurey Masterton grew up in Vermont, the youngest child of Elsie and

• 2 tablespoons baking powder

John Masterton who founded The Blueberry Hill Inn. Though certain

• 1 teaspoon salt

she would grow up to take on the life of running this beautiful inn, life

• 1/4 pound margarine • 1/2 cup milk (you might need a little more) • 1/2 cup buttermilk • 1/3 cup sour cream

had its own idea, and a completely different plan. Since 1987 Laurey has lived in Asheville, North Carolina where she is the Proprietor of Laurey’s, a cafe and catering company that serves “gourmet comfort food.” Last year she rode her bicycle across the United States to bring awareness to the importance of early detection

• 1/8 teaspoon vanilla

of Ovarian Cancer (Laurey is a 20+ year survivor). An active member

• 1/8 teaspoon sugar

of the Asheville community, where she is determined to “make a positive impact,” Laurey is a popular speaker, a passionate beekeeper, a

Here’s what you do:

glassblower, a fiddle player, and an eager participant in life. Laurey is

Sift the flour with the baking powder and salt. With two knives or a pastry blender, cut in the margarine. When all lumps are eliminated (it should look like corn meal), add milk, buttermilk, sour cream, vanilla, and sugar. Stir only until combined. Add a little more milk if it isn’t quite a wet dough.

a speaker at the 2011 Innkeeping Conference & Trade Show in

Toss the dough in a little flour until you can handle it. Pat it down gently with floured hands. Do not roll it. When it is about 1/2 inch thick, cut out the biscuits. Place them carefully on a lightly greased pan. (If you have a little girl around, let her line them up for you, why don’t you)? Bake for 12 minutes in a hot (450-500° F) conventional oven. The temperature will depend on your oven, of course. Some run hot, some run cool. And convection ovens will make the whole thing go much faster, you know. You will, I hope, have a feel for yours. And, if your biscuits are very small, say 1/2” in diameter, they’ll cook in just a few minutes: 5-7, let’s say. But if you’re making larger fellows, 3-4”, for example, you’ll probably be looking at 10+ minutes. Keep an eye on them and you’ll be fine. Look for a light golden tinge to the very top of each biscuit. Then you’ll know they are ready.

Oh, they are incredible if you can manage to cook them right before you want to serve them. And yes, they do freeze and reheat, but the right-out-of-the-oven sensation is unbeatable. I love them with a little bit of butter and a spoonful of fresh jam.

innkeeping quarterly • fall 2010

Charleston, SC.

50 Advertisers’ IndeX Advertiser

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Page No.

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40, 46

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18, 41, 42, Back Cover

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Allergy Control Products

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Markel MidAtlantic Conference NPC PAII (3) Pamela Lanier Rezstream The B&B Team TMG Watco Nufit

innkeeping quarterly • fall 2010

IndustryEvents NOVEMBER 2010 Colorado B&B Conference & Aspiring Workshop Dates: November 7–8 Location: Colorado Springs, Colorado Contact: innkeeper@summithouseinn.com Wisconsin B&B Association’s 22nd Annual Meeting, Conference & Trade Show Dates: November 7–9 Location: Wisconsin Dells, Wisconsin Contact: www.wbba.org/conferences.php 2010 Expo for Excellence: Empire State Bed and Breakfast Association Dates: November 7–9 Location: Corning, New York Contact: info@esbba.com Maine Innkeepers Association Annual Meeting & Conference Dates: November 8–9 Location: Oqunquit, ME Contact: Julie@maineinns.com Preferred Inns of New Jersey Fall Conference Dates: November 10 Location: Spring Lake Heights, NJ Contact: www.njinns.com/membership-conference.htm 2010 New England Innkeeping Show Hosted by PAII Dates: November 15–17 Location: Nashua, New Hampshire Contact: www.newenglandinnkeepingshow.com Ohio Hotel & Lodging Association Annual Conference & Gala Dates: November 22 Location: Columbus, Ohio Contact: www.ohiolodging.com/conference_info.asp

JANUARY 2011 2011 Innkeeping Conference & Trade Show Hosted by PAII and in cooperation with Select Registry and South Carolina B&B Association Dates: January 10–13 Location: Charleston, South Carolina Contact: www.innkeepingshow.com

California Association of Bed and Breakfast Inns Conference Dates: January 31–February 2 Location: San Diego, California Contact: www.innspireconference.com

FEBRUARY Virginia B&B Association hosts The Innkeepers Gathering and Conference Dates: February 6–8 Location: Charlottesville, Virginia Contact: www.innvirginia.com Illinois B&B Association Annual Meeting 2011 Date: February 27–28, March 1 Location: Springfield, Illinois Contact: www.illinoisbnb.com/innkeepers/events.cfm

MARCH 2011 2011 Mid-Atlantic Innkeepers Trade Show and Conference Dates: March 6–8 Location: Lancaster, Pennsylvania Contact: midatlanticinnkeepers.com

APRIL 2011 2011 Northwest Innkeeping Conference and Trade Show Hosted by PAII Dates: April 4–6 Location: Southeast Portland, Oregon Contact: www.innkeeping.org/?page=Northwest_Show

To view the most current Industry Events Calendar, visit http://www.innkeeping.org To add your event to the calendar, contact Ingrid Thorson at ingrid@paii.org or call 800-468-7244.

fall 2010 • innkeeping quarterly • 51

Welcome New and Welcome Back Former Members! INN MEMBERS INTERNATIONAL Canada

That Country Place BnB Dawna Motz Hanna, AB Canada www.thatcountryplace.com Gite Toutes Saisons B&B Barbara Thibodeau Pointe-Verte, NB Canada www.relaxseaside.com Inn on the Twenty Helen Young Jordan, ON Canada www.innonthetwenty.com Regent House Paul O’Connor Waterdown, ON Canada Tranquility B&B Shirley & Larry Woods Ancaster, ON Canada Country Fare B&B Cathy Currey Regina, SK Canada Embleton House Faith Embleton Yellowknife, NWT Canada www.bbcanada.com/embletonhouse.com

ALASKA

Alaska Ocean View B&B Inn Carol Denkinger Sitka, AK www.sitka-alaska-lodging.com

ALABAMA

Columbus Street Inn Mary Hightower Fayette, AL www.columbusstreetinn.com Longing For Home Bill and Betty Maloney Rogersville, AL www.longingforhome.com

Oakmont Plantation Bed & Breakfast Janice McDermott Eutaw, AL www.oakmontplantation.com

Johnson’s Country Inn Joan Johnson Chico, CA chico.com/johnsonsinn

Bed and Breakfast Kay Higley Arcadia, FL historicparkerhouse.com

Smith Lake Bed & Breakfast James Cox Crane Hill, AL smithlakebnb.com

Parker Guest House William Boeddiker San Francisco, CA www.parkerguesthouse.com

Miss Anna’s B&B Karen Traugott-Moore Naples, FL

ARKANSAS

Point Reyes Seashore Lodge and Restaurant Susan Gregory Olema, CA www.pointreyesseashore.com

Cedars of Marion LLC Rosalind O’Neal Marion, AR cedarsofmarion.com Univ of AR Monticello Steve Davis Monticello, AR

ARIZONA

Birders Vista Bed and Breakfast Audrey Eskue Sierra Vista, AZ www.birdersvista.com Comfi Cottages Pat Wiebe Flagstaff, AZ www.comficottages.com Legacies B&B Linda Dixon Williams, AZ www.legaciesbb.com

CALIFORNIA

AppleGarden Cottage Jan Lee Tomales, CA www.AppleGardenCottage.com Artesia House Bed & Breakfast Katrina Session Pomona, CA artesiahousebnb.com Atherton Inn Tricia Young Redwood City, CA www.AthertonInn.com Beach Hut Bed & Breakfast Linda York San Diego, CA www.beachhutbb.com

Ravensbrook B and B Sherri Smith Coarsegold, CA www.ravensbroo-yosemite.com

COLORADO

Be Our Guest B&B Pam Schoemig Pagosa Springs, CO www.beourguest-bnb.com Sod Buster Bed & Breakfast Derek Boulton Greely, CO www.thesodbusterinn.com Wild Horse Inn Christine French Fraser, CO

CONNECTICUT

The Wallingford Victorian Bed and Breakfast Brenda Lee-Kang Wallingford, CT bedandbreakfastwallingford.com

FLORIDA

Ambrosia Key West, LLC Michael Vagnoni Key West, FL www.ambrosiakeywest.com Avalon Bed and Breakfast Yvonne Sermak Key West, FL www.avalonbnb.com Barnacle Bed and Breakfast Jane Marquis Big Pine Key, FL thebarnacle.net

Sea Shell Suites Don Harte Melbourne Beach, FL seashellsuites.com The Cypress ~ A Bed and Breakfast Inn Vicki Hadley Sarasota, FL www.cypressbb.com The Old Pineapple Inn Celeste Henry Melbourne, FL oldpineappleinn.com

GEORGIA

Forsyth Park Inn Richard Blass Savannah, GA www.forsythparkinn.com King-Keith House B&B Windell Keith Atlanta, GA www.kingkeith.com

HAWAII

Aloha Junction B&B Susan Hughes Volcano, HI bbvolcano.com Hale Puka ‘Ana Patrick McLean Kekaha, HI www.KekahaKauaiSunset.com Ohia House Bed and Breakfast Cindy Vogel Pahoa, HI www.ohiahousebb.com

IDAHO

American Country B&B Brian Scott Coeur d Alene, ID www.americancountrybedandbreakfast.com

MEMBER BENEFIT SPOTLIGHT PAII Announces Monthly Dues Payment Option Available for Gold (Only $16.58/month) and Platinum (Only $24.08/month) Memberships We recognize that cash flow is sometimes a challenge and innkeepers don’t have time to be bothered with invoicing. To make things easier, we are now offering innkeepers the option to pay your dues on a monthly plan.

Take advantage by joining PAII Today!

The Roosevelt Inn and Spa John & Tina Hough Coeur d Alene, ID www.therooseveltinn.com

First Farm Inn Jen Warner Petersburg, KY www.firstfarminn.com

ILLINOIS

Fox Briar Inn at RiverPlace Sue Clark Paducah, KY foxbriarinn.com

Aunt Daisy’s Bed & Breakfast Michele Schwarm Kewanee, IL www.auntdaisy.net House of Two Urns Kapra Fleming Chicago, IL www.twourns.com The Colony Hospital Bed and Breakfast Judith Gilbert Bishop Hill, IL www.bishophillbb.com The Magruder House and The Burr Oak B&B Inns Scott Watson Kankaee, IL www.magruderhouse.com

INDIANA

All Nations Bed & Breakfast Tressa Mazhandu Indianapolis, IN www.allnationsbnb.us

LOUISIANA

B&W Courtyards B&B Robert Boyd New Orleans, LA www.bandwcourtyards.com Degas House David Villarubbia New Orleans, LA degashouse.com Gentry House Bed & Breakfast Brian Furness New Orleans, LA www.gentryhouse.com Grand Victorian Bonnie Rabe New Orleans, LA www.grandvictorian.com LaBelle Riviere Bed & Breakfast Carol Aucoin Pierre Part, LA

MINNESOTA

Sanctuary at Dellwood Springs Patricia Mayes Highland, MD www.dellwoodsprings.com

Anna V’s B&B Susie Harris Lanesboro, MN www.annavbb.com

MAINE

Blue Harbor House Inn Annette Hazzard Camden, ME www.blueharborhouse.com

Bird House Inn & Gardens David Wahlstedt Excelsior, MN birdhouseinn.com

Cornish Inn Heidi DeCourcey Cornish, ME cornishinn.com

The Pillar Inn Jill Ward Cold Spring, MN www.thepillarinn.com

Admiral’s Landing B&B Audri Bazlen-Weglarz Provincetown, MA admiralslanding.com

LimeRock Inn PJ Walter Rockland, ME www.limerockinn.com

Xanadu Island B&B and Resort Margie and Bubba Shivler Battle Lake, MN www.xanadu.cc

Schenck Mansion B&B Inn Lisa Fisher Vevay, IN www.schenckmansion.com

Fiddlers Green Inn Jack Connell west harwich, MA wwwcapecodfiddlersgreeninn.com

Quaker Tavern Bed & Breakfast Donna Little Falmouth, ME www.quakertavernbb.com

MISSOURI

The Homespun Country Inn B & B Dianne & Dennis Debelak Nappanee, IN www.homespuninn.com

Hampton Terrace Stan Rosen Lenox, MA www.hamptonterrace.com

The West Highland Inn Stephen Williams Ogunquit, ME westhighlandinn.com

Park Lane B&B Pat Pransky Newton Centre, MA www.bostonbandb.com

Eileen Hornor Brunswick, ME www.thebrunswickinn.com

Somerset House Inn Dan Hoort Provincetown, MA www.somersethouseinn.com

Cartier Mansion Sue Ann Schnitker Ludington, MI cartiermansion.com

Kimmell House Inn Elise Stoops Kimmell, IN kimmellhouseinn.com Murphy Guest House Bed and Breakfast Ann and Gary Andre Bristol, IN www.murphyguesthouse.com

KANSAS

The Morning Star B&B, LLC Laurie Pieper Manhattan, KS www.morningstaronthepark.com Three Sisters Inn Shawna Garber Baldwin City, KS www.threesistersinn.com

KENTUCKY

Christopher’s Bed and Breakfast Brenda Guidugli Bellevue, KY www.christophersbb.com Country Charm B&B David Snell Paris, KY www.countrycharm.net

Maison de Macarty Loren Penton New Orleans, LA www.maisonmacarty.com

MASSACHUSETTS

Blackberry Creek Retreat B&B Mark Dawson Rogersville, MO www.blackberrycreekreteat.com High Street Victorian Bed & Breakfast Kristina Royer Boonville, MO www.highstreetvictorian.com

MICHIGAN

Lodge at Mark Twain Lake Carol Wibbenmeyer Stoutsville, MO lodgeatmarktwainlake.com

Thornewood Inn Terry Thorne Great Barrington, MA www.thornewoodinn.com

Park House Inn Antoinette Trudell Saugatuck, MI www.parkhouseinn.com

MARYLAND

The English Inn, Restaurant and Pub Gary Nelson Eaton Rapids, MI englishinn.com

Inn at Osprey Point Terry Nelson Rock Hall, MD www.ospreypoint.com

Anchor Inn on the Lake Bed & Breakfast Mike Berry Branson West, MO www.anchorinnonthelake.com

Sharp’s Bed & Breakfast Jackie Sharp Starkville, MO www.starkvillebedandbreakfast.com Su Casa B&B Lois Hoover Kansas City, MO www.sucasabb.com

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Yates House Conrad and Dixie Yates Rocheport, MO www.yateshouse.com

MISSISSIPPI

NEW HAMPSHIRE

Adair Country Inn & Restaurant Ilja Chapman Bethlehem, NH www.adairinn.com

Widow McCrea House Victorian B&B Burt Patalano Frenchtown, NJ www.widowmcrea.com

Carpenter Inn & Conference Center Sandra Wood Carpenter, OH carpenter-inn.com

NEW MEXICO

Effie’s Place Bed & Breakfast Laurie Agee Wilmington, OH www.effiesplace.com

Cartney Hunt House Marleen Hansen Columbus, MS www.cartney-hunthouse.com

Ames Farm Inn Peter Ames Gilford, NH www.amesfarminn.com

MONTANA

Black Swan Inn Sheryl Ollie Tilton, NH www.blackswaninn.net

El Paradero Bed & Breakfast Inn Sue Jett Santa Fe, NM www.elparadero.com

Hampshire Inn Mark Woolley Seabrook, NH www.hampshireinn.com

Ravens Ridge Phyllis Johnson Santa Fe, NM www.ravensridgecasita.com

Martin Hill Inn B&B Margot Doering Portsmouth, NH martinhillinn.com

Silver Adobe Bed & Breakfast Diana Ohlson Farmington, NM silveradobe.com

Trumbull House B&B hilary pridgen Hanover, NH www.trumbullhouse.com

NEW YORK

Yellowstone Basin Inn Sabina & Greg Strauss Gardiner, MT www.yellowstonebasininn.com

NORTH CAROLINA Alpine Inn Susan Lough Little Switzerland, NC

Asia Bed & Spa Doniel Winter Asheville, NC www.ashvevillespa.com Bridle Path Inn Frederick Halton Asheville, NC www.BridlePathInn.com

NEW JERSEY

DreamCatcher Inn B&B de Las Cruces Anita McLeod Las Cruces, NM www.dreamcatcherinn.com

24 East Main Street Bed and Breakfast Charles Rouse Canton, NY www.24eastmain.com

Burnsville Hospitality Group, LLC Bob Cohen Burnsville, NC www.TheNuWrayInn.com

Ashling Cottage Linda Foy Spring Lake, NJ www.ashlingcottage.com

Adirondack Pines Nancy Frebern Adirondavk, NY www.adirondackpines.com

Covington House Linda Covington Southern Pines, NC www.thecovingtonhouse.com

Avon Manor Inn B&B Cottages Greg Dietrich Avon-By-The Sea, NJ www.avonmanor.com

Ambroselli’s Villa Serendip Frances Ambroselli Naples/Cohocton, NY www.villaserendip.com

Greystone Inn & Conference Center Leslie Brame Durham, NC www.greystoneinn.info

Beauclaires B&B Inn Mark Holtzman Cape May, NJ www.beauclaires.com

Le Petit Chateau Valerie Hail Hyde Park, NY www.lepetitchateauinn.com

Marsh Harbour Inn Marsh Harbour Bald Head Island, NC www.marshharbourinn.com

Carriage House Bed & Breakfast Kathi Franco Ocean Grove, NJ carriagehousenj.com

Red Hook Inn Pat Holden Red Hook, NY www.theredhookinn.com

Melange Bed and Breakfast Lale Ozelsel Hendersonville, NC www.melangebb.com

Cedars & Beeches B&B Esther Cohen Long Branch, NJ www.cedarsandbeeches.com

River Edge Mansion Bed & Breakfast Anne Hutchins Pennellville, NY

Robin’s Nest B&B Robin Williams Mount Holly, NC robinsnestbb.com

Johnson House Inn Joe Desiderio Spring Lake, NJ www.johnonhouseinn.com

The Pack House Inn Bed & Breakfast Giuliano Giannone Edenton, NC www.thepackhouse.com

Luther Ogden Inn Jan Pask Cape May, NJ www.lutherogdeninn.com

Vintage Inn Bed and Breakfast Sandra Thomas Yadkinville, NC www.vintageinnbedandbreakfast.com

Mushaindoro B&B Dr. T Ndoro Maplewood, NJ www.mushaindoro.com

NEBRASKA

Autumn Leaf B&B Kenneth Hoback Burwell, NE www.gps-travel.com/autumnleaf/bb

Victoria On Mian B&B Regina O’Donnell Tom’s River, NJ www.victoriaonmain.com

54 • innkeeping quarterly • fall 2010

The Blue Porch Bed and Breakfast Paul Steinfeld Brooklyn, NY www.blueporchnyc.com The Grand Dutchess elizabeth pagano red hook, NY www.granddutchess.com Wyman House Pamela Wyman New York, NY

OHIO

Harrison House Bed & Breakfast Lynn Varney Columbus, OH www.harrisonhouse-columbus.com Henderson House Bed & Breakfast Lee Henderson-Johnson Columbus, OH hendersonhousewebs.com Hidden Hills Log Cabins Julie Taylor Logan, OH Hockings Hills Log Cabins Teresa Smith Laurelville, OH House of the Seven Goebels Frank Goebel Columbus, OH Inn of Chagrin Falls Cynthia Phelps Chagrin Falls, OH Kate’s Guest House Kate Yoder Millersburg, OH www.katesguesthouse.com Lamplight Inn Bed & Breakfast Larry Wilgus Berlin, OH lamplightinn.com Oak Ridge Inn Ken Hamsher Walnut Creek, OH www.valkyrie.net Pine Lakes Lodge Bed & Breakfast Roxie Urban Salesville, OH Pine Loft & Maple Lane Farmhouse Beth Hershberger Millersburg, OH Simon Kenton Inn Theresa Siejack Springfield, OH Simple Blessings Cabin Mark Zimmerman Millersburg, OH simpleblessingscabin.com The Victorian Lady Bed & Breakfast Vickie Dauch Norwalk, OH

Augusta Rose Bed & Breakfast Mary Hoeffel Napoleon, OH augustarose.com

Wagner’s 1844 Inn Barb Wagner Sandusky, OH

Brownstone Inn Downtown Robin Yates Cleveland, OH

Chehalem Ridge Bed & Breakfast Kristin Fintel Newberg, OR www.ChehalemRidge.com

OREGON

Kelty Estate B&B Nicci Stokes Lafayette, OR www.keltyestate.com

Terra Nova House Bed and Breakfast Barry Miller Grove City, PA www.terranovahouse.com

Busseys Somethng Special B&B Susan Bussey Glen Rose, TX www.busseys.net

High Meadows Vineyard Inn Cynthia Bruce Scottsville, VA www.highmeadows.com

Sandes of Time Bed & Breakfast Terry Sande Portland, OR www.sandesoftime.com

RHODE ISLAND

Eastside Inn Kathy Setzer Austin, TX

Williamsburg Manor Inc. Craig Reeves Williamsburg, VA williamsburg-manor

PENNSYLVANIA

Bear Mountain and 131 Main Jim Meade Wellsboro, PA www.bearmountainbb.com Berry Patch B&B Bunny Yinger Lebanon, PA www.bunnypatchnbn.com Faunbrooke Bed & Breakfast Lori Zytkowicz West Chester, PA www.faunbrooke.com Levi Deal Mansion Jan Dofner Meyersdale, PA levidealmansion.com Pineapple Hill B&B Kathryn Triolo New Hope, PA www.pineapplehill.com Red Lion Bed & Breakfast George Sanders Red Lion, PA www.redlionbandb.com

The Blue Dory Inn Ann Law Block Island, RI www.blockislandinns.com

SOUTH CAROLINA

Rosewood Manor B&B Thomas Griggs Marion, SC www.rosewoodmanor.com

TENNESSEE

Franklin House Bed & Breakfast Chuck & Dona Lewis Jonesborough, TN www.franklinhousebb.com Majestic Mansion B & B Elaine Newman Athens, TN www.themansionbnb.com Ridgetop B&B Karen Odom Hampshire, TN ridgetopb&b.com

TEXAS

Bella Vista Cottage Kevin Burns Dallas, TX bella-vistacottage.com

Inn on the Riverwalk Johanna Gardner San Antonio, TX www.innontheriverwalksa.com

VERMONT

Brass Lantern Inn Mary Anne & George Lewis Stowe, VT www.brasslanterninn.com

UTAH

Red Rock Inn Innkeeper Manager Springdale, UT www.redrockinn.com

Deerhill Inn Stan Gresens West Dover, VT www.deerhill.com

SkyRidge Inn B&B Kimball Langton Torrey, UT www.skyridgeinn.com

Frog’s Leap Inn Dorenna Hart Londonderry, VT www.frogsleapinn.com

VIRGINIA

Beach Spa Bed and Breakfast Greg Nelson Virginia Beach, VA www.beachspabnb.com

Marble Mansion Inn Gregory Parke Fair Haven, VT www.marblemansioninn.com

Fig Street Inn Donna Olney Cape Charles, VA www.figstreetinn.com

Village Victorian Bed & Breakfast Philip Wolff Morrisville, VT www.villagevictorian.com

Guesthouses Reservation Services Joyce Kaswandik Charlottesville, VA va-guesthouses.com

WASHINGTON

Bird Rock Hote Laura Saccio Friday Harbor, WA www.birdrockhotel.com

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Enchanted River Inn Kathy Lynn Leavenworth, WA www.enchantedriverinn.com

Faith Lodge B&B Paul Sterneman Buckhannon, WV faithlodge.com

Grape Leaf Hospitality Matt Walters Seattle, WA www.glhospitality.com

Guesthouse on Courthouse Square Nancy Richmond Hinton, WV www.guesthousewv.com

Inn at Blackberry Creek Barbara Knudson Walla Walla, WA www.innatblackberrycreek.com

Heritage Farm Museum & Village Henriella Perry Huntington, WV www.heritagefarmmuseum.com

Manitou Lodge Edwin Murphy Forks, WA www.manitoulodge.com

Wildwood Inn and Antiques Nancy Meadows Summersville, WV

Musical House on Harvard B&B Albert Holdridge Seattle, WA www.musicalhousebandb.com Skiff Point Guest House Jan Parker Bainbridge Island, WA www.skiffpoint.com Soundview Cottage B&B Annie Phillips Seattle, WA www.seattlecottage.net Wallace falls lodge Mary Swanson Gold Bar, WA www.wallacefallslodge.com

WISCONSIN

Parsonage Bed & Breakfast Craig Wrobel McFarland, WI www.parsonagebandb.com Pleasant Lake B&B Charlene Berg Osceola, WI www.pleasantlake.com Red Forest Bed and Breakfast Kay Rodewald Two Rivers, WI www.redforestbb.com

WEST VIRGINIA

Bonnie-Dwaine Bed & Breakfast Bonnie Grisell Glen Dale, WV Breath of Heaven Bed & Breakfast Ed Moser Petersburg, WV www.breathofheavenbb.com Cafe Cimino Melody Urbanic Sutton, WV cafeciminocountryinn.com Country Inn at Highview Grant Johnson Highview, WV www.thecountryinnathighview.com Dian-Lee House Sandra Hancock Bluefield, WV www.dianlee.com

Elizabeth Campbell Photography Elizabeth Campbell 18 Horicon Ave. Glens Falls, NY 12801 Phone: 802-989-8619 www.elizabethcampbellphotography.com info@elizabethcampbellphotography.com

NEW JERSEY

Little Luxuries of Va LLC Deborah Alvis 3930 Quinton Road Quinton, VA 23141 Phone: 804-932-3236 LittleLuxuriesofVa.com LittleLuxuriesofVa@msn.com

Yvonne Kenney New York, NY

ASPIRING INNKEEPERS

Vista de la Luna B&B Lynn & Paul Montoya Laramie, WY www.vistadelaluna.com

ARKANSAS

VENDORS

Gayle Bockwinkel Tucson, AZ

bookatonce / protel hotelsoftware GmbH Bjorn Grunert Europaplatz 8 Dortmund, 44269 Germany Phone: 49-231-91-5930 Website: www.bookatonce.com/en/ bookatonce.html Email: bjoern.grunert@bookatonce.com Mike McFarlin Insurance Agency, LLC Mike McFarlin 1415 Irving Street San Francisco, CA 94122 Phone: 415-664-4199 Website: www.mmcfarlinins.com Email: mike@mmcfarlinins.com English Rose Lifestyles, Inc. B&B Specialists Suzanne St Clair 6211 PGA Blvd, Suite 104-173 Palm Beach Gardens, FL 33418 Phone: 561-840 1084 Website: www.bigordersavings.com Email: suzanne@bigordersavings.com Perceptive Graphics John Pitoniak PO Box 577 West Springfield, MA 1090 Phone: 413-733-8563 Website: www.PerceptiveGraphics.com Email: john@perceptivegraphics.com Acclamatio Inc. Brent Miller 209 Delburg St., Suite 101 Davidson, NC 28269 Phone: 704-896-9646 Website: www.acclamatio.com Email: 360rx@acclamatio.com Star Linen, Inc. Lou Gutman 1501 Lancer Drive Moorestown, NJ 8057 Phone: 800-782-7999 Email: lgutman@starlinen.com

56 • innkeeping quarterly • fall 2010

Patrick Carroll Pocahontas, AR

ARIZONA

CALIFORNIA Russell Nelson Topanga, CA

FLORIDA

Scot Stevens Punta Gorda, FL

GEORGIA

Jim Matthews Atlanta, GA Jerry Morris Atlanta, GA

ILLINOIS

Judy Horn Wheaton, IL Susannah Papandrea Lake Zurich, IL Brenda St.Peter Donovan, IL

KANSAS

Diane Barrett Leavenworth, KS Robert Wall Wichita, KS

MARYLAND

Henry Appiah East Windsor, NJ

NEW YORK

Angela Barnett Mechanicville, NY

Jacemine Limprevil Huntington Station, NY Jill Rossi Hampton Bays, NY Robin and Fred Schneider Saranac Lake, NY

OHIO

Keith Keller Perrysburg, OH

OKLAHOMA Janet Marshall Orlando, OK

PENNSYLVANIA Casey Kowalski Bala Cynwyd, PA Brian Krautz Glenmoore, PA Jeff Strider Wayne, PA Julia Weller Quakertown, PA

SOUTH CAROLINA Pamela Amendola Aiken, SC

Michelle D De Napoli Mt Pleasant, SC

TEXAS

Emily Gerschefske Frisco, TX

WASHINGTON Cynthia Oliver Winthrup, WA

WEST VIRGINIA Millie North Wheeling, WV

Philippe Dupont Silver Spring, MD

INTERIM INNKEEPERS

Ellen Hendrickson New Market, MD

Kyla Cothran Spartanburg, SC

Will Schweitzer Annapolis, MD

NORTH CAROLINA Lynne Keener Davidson, NC

Burke Robertson Mount Airy, NC

NEBRASKA Glen Houpt Omaha, NE

SOUTH CAROLINA

NEW JERSEY Linda Fowler Lebanon, NJ

FLORIDA

William Cox Jacksonville, FL