Innkeeping Quarterly (IQ) Magazine

IQ

Summer 2011 • Volume 5, Issue 3

innkeeping quarterly

smart reading for smart innkeeping

Page 5

9 Planning for Your Photo Shoot Tips to Make the Most of Your Investment

15 Read My Lips Providing a Warm Welcome for Deaf and Hearing Impaired Guests

29 Pears Abound Using Pears in a Myriad of Creative Ways

Professional Association of Innkeepers International

E S C A P E S By the Side of the Road located in Harrisonburg, VA

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HAS W E

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MY

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IQ

Summer 2011 • Volume 5, Issue 3

innkeeping quarterly

feature articles 9

Planning for Your Photo Shoot: 15 Tips and Strategies to Make the Most of Your Investment

15

Read My Lips: YOU Can Provide a Warm Welcome for Deaf and Hearing Impaired Guests

smart reading for smart innkeeping

departments 3

Key Notes

13

By The Numbers

20 Innkeeper 2 Innkeeper

cover story

5

Guests Suing Innkeepers

What you can do to help prevent this scenario

22

Industry News Beat

23

Marketing Technology

29

Food Glorious Food

32

Industry Events

33

PAII News and Information Center

31

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 © 2011, 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: Ingrid Thorson John Felton Contributing Writers: Ellen Chenaux Gwenn Eyer Danielle Hanscom Lisa Kolb Matthew Lovette Yvonne Martin Debrah Mosimann Kara Pound Kristie Rosset Joyce Schulte Lynnette Scofield Mark Smith Kathryn White Design: Imbue Creative PAII Staff: Jay Karen President and CEO Brook Patterson Director of Vendor Services Jennifer Quattlebaum Director of Education and Events Erin Ryan Project Manager Isabel Abreu Membership Sales Coordinator Ingrid Thorson Marketing & Communications Manager Marty DeLuca Bookkeeper

Key Notes The AirBnB Phenomenon

I

touched on the AirBnB phenomenon in the Spring issue of IQ, in the context of analyzing who is in our competitive space. I observed that many of the lodging opportunities listed on sites like AirBnB (and since I’ve discovered IStopOver.com) are similar to the “homestay” experience that has been a breed of the B&B product. However you look at it or whatever you call it or whatever web site promotes it — the concept is renting a room in someone’s home. Professionally-run B&Bs and inns, while sometimes double as businesses and innkeeper homes (and are therefore in the same genus as home-based short-term rentals), are a different species.

I saw AirBnB mentioned on the Today Show the other morning as a great option for traveling on a budget. For now, people will think “cheap” when they think of places like AirBnB. But, I don’t think it will be synonymous with cheap for long. Even today, you’ll find properties that cost hundreds of dollars per night — some over a thousand (mostly likely a whole-house rental in a popular location). The photography of properties on AirBnB rival the best photography we have in the B&B industry. Fantastic photography of attractive apartments and homes look very appealing. I will even go so far as to say it is seductive. Just go to www.airbnb.com and look at the scrolling photos. You’ll see what I mean.

I have two big concerns about this rising market, which I think this industry needs to address: 1) home-based, short-term rentals outcompeting B&Bs and inns within the Gen X and Y markets, and 2) the unfair and illegal advantages home-based, short-term rentals are currently enjoying. Sure, many innkeepers will say that B&B guests are looking for a unique experience, maybe a bit of pampering, higher quality, etc.

But, I can tell you that not ALL those who patronize our businesses are looking for the complete experience. There is a segment of our customer base just looking for a nice, comfortable room that is not a hotel. And as our readers know, many of your guests don’t come downstairs to enjoy the breakfast. For them, the breakfast is obviously ancillary. Before you say we really don’t compete with the likes of AirBnB, think again. Plus, not all properties on AirBnB. com are home-stay kinds of experiences — many are vacant apartments, condos, houses, etc. I will also remind you that one of the top reasons travelers do NOT stay at B&Bs is the perception or reality of having to deal with too many of the innkeeper’s own rules and policies. Our restrictive policies and sometimes-prescriptive experience

could drive guests into the arms of the competitor.

Should we ignore this element of the lodging industry and chalk them up to serving a different market? What do you think?

Also, there is the issue of property owners not paying any kind of sales or lodging tax. In a time when cities, counties and states are hurting for revenue, I’m surprised the taxing authorities haven’t been all over this. If B&Bs stopped collecting and passing along taxes, do you think we’d hear from these agencies? Taxation isn’t the only regulatory issue. Most of these short-term lodging options undergo absolutely no fire, health or safety inspection. Some reading this may think our regulations are a competitive advantage (and to some degree they are, and we plan to exploit that), but to many travelers, it doesn’t matter. The online user reviews are good enough for them. At the end of the day, laws should be followed, and laws should be enforced.

Neither is happening with a bulk of inventory found on sites like AirBnB.com.

What do you think our industry should do about this? We have plans to address this from a media/PR standpoint through Better Way to Stay — to convince travelers that a REAL B&B is so much better than an “Air” B&B. What do you think PAII should do? What do you think YOU should do? Do you care? I’ll close with this thought: imagine if people started opening their homes and kitchen tables to paying guests at dinnertime. Imagine there was a web site that allowed any homeowner with a culinary interest to advertise meals at their homes. Imagine this web site garnered hundreds of millions of dollars in funding and was getting mentioned in popular press and social media every hour. Imagine thousands of people signed on every week. Imagine the site had photos of amazing food and invitations for dinner. Imagine these people not having to go through any health safety training or demonstrate any adherence to food safety regulations. Do you think the restaurant industry would sit idly by?

Go to my blog at www.innkeepingblog.com and look for the AirBnB tag to comment. Not a member of PAII and agree with the advocacy we are about to embark upon? Then join us. Don’t let the current members of PAII carry the water for the entire industry. Do your part. Go to www.innkeeping.org and join today.

Jay Karen President & CEO

summer 2011 • innkeeping quarterly • 3

5 Guests Suing Innkeepers What you can do to help prevent this scenario

by Kara Pound

I

nnkeepers work twenty-four-seven to ensure that their guests are enjoying every facet of their stay—from handpicked wildflowers to homemade jam—so it can be disconcerting when one of your own guests sues you for negligence, discrimination or liability issues.

It’s important that innkeepers understand the laws involved with owning your own B&B and if possible, ways to protect themselves.

In this article, we examine the lawsuits that have made headlines over the past few years. We also spoke with lawyers and insurance agents from around the country to find out what innkeepers can do (if anything) to protect themselves from being sued by one of their guests or potential guests. Because many of these cases are ongoing, it was difficult to pin down innkeepers or lawyers willing to go on the record for specific cases.

In May 2011, Harvey House Bed and Breakfast located just outside of Chicago in Oak Park was hit with a six-figure lawsuit claiming management failed to ensure guests’ safety during a 2005 visit.

The suit claims that on June 29, 2005, Linda and Wayne Mallory were staying at the bed and breakfast when innkeeper Beth Harvey failed to close a security door while tending to yard work.

The Mallorys claim that wife, Linda, was sexually assaulted when a person entered their guestroom through the unsecured security door and that she suffered physical injuries, mental anguish and was unable to enjoy sexual relations with her husband. The couple is seeking $100,000

in damages for negligence and lost consortium, as well as court costs.

When we contacted innkeeper Beth Harvey, she responded right away but only to say, “This case is still ongoing and all correspondence needs to go through the lawyer representing my insurance company at the time. I’m pretty sure I am advised to not discuss this case.” Multiple attempts to contact Harvey’s lawyer were never returned.

Because many of these cases are ongoing, it was difficult to pin down innkeepers or lawyers willing to go on the record.

We asked Daniel Marzano, a managing partner of Cosculluela & Marzano, P.A. in Miami Lakes, Fla. and a property law specialist, to comment on the case.

“Unfortunately, there is no guaranteed way to prevent lawsuits, regardless of an innkeeper’s efforts. However, damages can be mitigated by open and continuous communication with guests as well as organized and detailed record keeping,” Marzano advises. “Finally, a good insurance policy is always your best protection.”

Another recent lawsuit involving a bed and breakfast is attached to a controversial topic—gay marriage. In early 2011, when Illinois Governor Pat Quinn signed a bill into law legalizing same-sex civil unions, resident Todd Wathen and his partner of eight years began planning a

ceremony for June, when the law went into effect.

Wathen contacted the Beall Mansion in Alton, Ill. and the TimberCreek Bed & Breakfast in Paxton, Ill. Both inns told Wathen that they would not be hosting civil union ceremonies, so he filed complaints with the Illinois Attorney General and the Illinois Department of Human Rights citing that both businesses violate the Illinois Human Rights Act, which prohibits sexual orientation discrimination by businesses open to the public.

Although Jim Walder, owner of TimberCreek Bed & Breakfast, pointed us in the direction of his lawyer, he did have this to say, “With LGBT people gaining civil rights and the ability to wed in marriage or in a civil union, owners of B&B’s with opposing convictions are at great risk of being sued if these people are denied access when they seek public accommodations.”

Walder’s attorney, Jim Campbell with Alliance Defense Fund, specializes in litigating cases pertaining to same-sex civil unions with the Marriage Litigation Center. He explains, “The State of Illinois has enacted a law outlawing sexual orientation discrimination and those types of laws currently exist in about 20 to 25 of the states around the country.”

Campbell goes on to say that those laws can often time come into direct conflict with innkeepers who have religious beliefs and might not want to rent to individuals under those circumstances.

“This case is slightly different in the sense that it didn’t involve the mere rental summer 2011 • innkeeping quarterly

6 of a room, it involved the desire to have a same-sex civil union ceremony on the premises,” Campbell says. “In this case, my client, the TimberCreek Bed & Breakfast, took the position that while they do host wedding ceremonies there —they did not want to host any civil union ceremonies—whether it’s a samesex couple or an opposite-sex couple.”

Ian C. Dolan, an attorney with Esler & Lindie, P.A. in Fort Lauderdale, Fla.—part of Broward County, explains, “Generally speaking, the federal anti-discrimination laws that apply to inns and other public accommodations don’t include ‘sexual orientation’ as a protected class. Title VII is the federal law that prohibits discrimination by innkeepers based on gender, race, national origin or religion.”

Dolan says that more states are including “sexual orientation” as aAM protect3522_TMA_DMK 7/1/11 7:51 Page ed class in anti-discrimination legislation.

1

“It’s important to know what law applies in your area,” he urges. “Although Florida’s civil rights act does not protect individuals from discrimination based on their sexual orientation, individual counties such as Broward have created local ordinances, which the business community should be aware of.”

While Dolan advises that, in order to avoid lawsuits, innkeepers should keep up-to-date on city, county, state and federal laws pertaining to inns and other public accommodations, Campbell says that each bed and breakfast needs to be clear in their operational policies and procedures manual.

One of the most intriguing and high profile lawsuits involving an innkeeper and one of his guests stems from a July 18, 2010 incident at The Kaaterskill B&B in Catskill, N.Y. owned by Allen Hirsch, a well-known Manhattan portraitist.

Parvin Hajihossini, a beauty salon owner from Queens, N.Y., who was attacked while trying to photograph Hirsch’s capuchin monkey, filed the complaint in Queens County Supreme Court claiming that the B&B owner was negligent and failed to properly cage or contain the animal when it attacked her.

She is seeking compensatory as well as punitive damages.

As of January of 2011, the state slapped Hirsch with a $40,000 fine for fleeing New York with his monkey and bringing him to a Gainesville, Fla. retreat for monkeys banished as pets after misbehaving. New York State Department of Environmental Conservation officials also revoked the painter’s license to keep wild animals as pets in the state.

Hirsch says the case is still in mediation and that his lawyer has advised him not to speak publicly about it. He did offer

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innkeeping quarterly • summer 2011

7 this piece of advice to his fellow innkeepers, “You should work carefully with your insurance brokers to make sure they have all the proper coverage for liability exposure and if the broker cannot get it for you, look elsewhere.”

While a capuchin monkey attack is extremely rare, many innkeepers have dogs on their property—some even farm animals. We contacted Daniel Marzano, a managing partner of Cosculluela & Marzano, P.A. in Miami Lakes, Fla. and a property law specialist, again to ask some advice on what innkeepers should do if an animal bites or injures a guest on their property.

Marzano advises,“The innkeeper should attend to the person, call the local animal control and do everything they can to assist the person bitten. Just because they are helping does not make them liable for what happened.” He continues, “Doing

From civil unions to sexual assault to a dangerous capuchin monkey, innkeepers have a lot to consider when it comes to protecting themselves from lawsuits. nothing or being defensive usually escalates the issue. If an animal does bite a guest, the innkeeper should remove the animal from the premises, as liability will be severe if the same animal bites again.”

There are a few things, Marzano says, that innkeepers can do to keep guests safe and reduce the potential of a lawsuit.

Although it isn’t very inviting to guests, he advises that innkeepers lessen liability

by posting signs that read, “beware of dog.” Marzano also says that if an animal was provoked at all by the person bitten, the liability of the innkeeper is lessened.

Christi Hatcher, Managing Director at Markel Insurance Company, a company that specializes in specialty insurance including B&Bs and country inns, advises, “B&B owners should be mindful of the coverages and exclusions in their liability policy. Sometimes an animal exclusion will be attached to the policy especially if the owner has had a history of problems with pets on premises. Insurance carriers may differ in their approach to providing coverage.”

From civil unions to sexual assault to a dangerous capuchin monkey, innkeepers have a lot to consider when it comes to protecting themselves from lawsuits. Perhaps the most common is the loss of, or damage to, personal property including

summer 2011 • innkeeping quarterly

8 cash, jewelry and electronics. According to National Specialty Underwriters (NSU), a company that provides hospitality insurance programs, the average claim of this type costs almost $1,600 to settle.

“Common law dictates that an innkeeper will be liable for losses to guest’s property, unless there are clearly mitigating circumstances such as “an act of God”, civil unrest, or the guest’s own negligence caused the damage or loss,” NSU writes in a manual titled, “Innkeepers Liability: Managing Hospitality Risk.”

The manual continues, “This leaves the modern hotel manager with a very difficult task. Guests often bring large amounts of cash and valuable personal property into hotels. Recognizing this potential burden on the hospitality industry, each state has enacted laws called Innkeeper Statutes that limit, under specific circumstances, the exposure of innkeepers. In return, the innkeeper must

innkeeping quarterly • summer 2011

Chances are, the reason you became an innkeeper is because you love the company of your guests. The last thing you want to think about is the potential of one of them suing you. adhere to certain specific security standards.”

NSU gives some suggestions on how to protect your B&B including: know your state laws (regularly checking for any amendments), post a copy of the notice of limited liability for each guest to view, provide a secure safe where guests can keep their valuables during their stay, put suitable locks on doors and windows and follow the requirements of the Liability Law to the letter.

Additional suggestions include protect mislaid, lost and abandoned property, keep a lost-and-found logbook, make a good-faith effort to locate the rightful owner, establish appropriate time frames (NSU suggests 60 days as a good minimum length for holding onto most found property), limit personnel allowed to handle property and dispose of property in a fair, consistent manner.

Chances are, the reason you became an innkeeper is because you love the company of your guests. The last thing you want to think about is the potential of one of them suing you. That’s why the best ways to protect your B&B is to educate yourself on the most up-to-date city, state, county and federal laws and statutes concerning the hospitality industry, as well as make sure you have enough insurance coverage and that your operational policies and procedures manual is clear and consistent. ■

9 Planning for Your Photo Shoot: 15 Tips and Strategies to Make the Most of Your Investment

by Matthew Lovette and Mark Smith, Jumping Rocks Photography

W

e’ve heard it for years from countless hoteliers and innkeepers: along with a smart and sensitively-designed website, professional photography is one of the most important investments you can make.

Like many investments with a high— and all but guaranteed—rate of return, it’s not cheap. Here are some thoughts to help you make the most of this important investment.

1. Look at the big picture: what are your goals?

For many innkeepers, the first impulse is to shoot every space in the inn, but this is

rarely the most prudent course of action.

Taking the time to photograph every space often precludes getting a few of those “signature photos”—the ones that become THE images of your inn (and tend to represent your inn in the press).

Don’t get caught in this trap. Spending valuable time on a “ho-hum” bathroom or common space means less time developing signature or “killer” shots.

2. Speaking of signature shots, how do you identify those?

What makes your inn unique? What sets you apart from your competition? We find many innkeepers think very literally,

but literal images tend to be BORING. Think of concepts to illustrate your unique selling points and bring those to the photographer. For example, quite often the best view of a building is not the façade.

You would not believe how many exteriors we’ve done from the back or side that become the “signature” shots. Maybe your front porch is your signature shot. Leave time on the shoot schedule for the photographer’s creative juices to flow and discover unique ways to TELL YOUR STORY. 3. Consider your website structure when developing your shoot list.

This is a biggie! You need a killer shot for each tab of your website, but many shoot lists focus too literally on capturing every space and corner in the inn. Activities, Directions and Dining pages are always overlooked. Common spaces are often over-emphasized (how many of these photos can you actually use on your website?) Talk with your website designer and develop a thoughtful plan of action for photography. The basic layout of a new website is a valuable tool in helping a photographer get the right pictures for your site.

4. Make a shoot list.

Include the concepts you need to convey and inform the stylist and photographer.

Prioritize the list by “must-haves” and “liketo-haves”. Leave extra time so that the photographer can explore and find hidden gems and unexpected moments. Many of our clients’ favorite shots were NOT on the shoot list but “found” opportunities early in the morning fog, or the sun hitting the stone building just right.

Ledges Hotel, Hawley, PA. The waterfall view and stylish décor are the unique elements that combine to create a signature shot.

5. Photograph the photogenic!

Some spaces are intrinsically not photogenic. They can be shot, but it often takes summer 2011 • innkeeping quarterly

10 longer to yield a decent photo and the result will always be somewhat mediocre.

Work in partnership with the photographer to decide what makes sense to shoot. Trust us, we’ve been in your position (we owned an inn too!), we’ve written those big checks and we tend to know what makes sense to shoot, and what does not.

This photogenic spot at Bufflehead Cove Inn in Maine was not on the shoot list, but it speaks volumes about the experience there.

6. Take it from the Boy Scouts: Be prepared!

Make sure things are ironed, windows clean, bedding looks great, flowers bought, props ready. If you’re using models, line them up. If you’re doing food, get it ready— get the most beautiful produce and products you can find (go to farmers’ markets). For photography, deep cleaning is not that important, but neat beds, clean place mats, ironed napkins...these things will show up!

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innkeeping quarterly • summer 2011

11 7. Some pictures are much more captivating with people in them.

When selecting people to use, think “casting”. Think about your target guest (45 y/o suburban couple, young hip urbanites, seniors, etc.) and then cast models they would either relate to, or aspire to. Models might be a little younger, skinnier and less bald (sorry Mark!) In short, they should be REAL, but not TOO real. We have some resources for casting talent or you can cast from your friends, family and staff. Having talent available during the “magic hours” of dawn and dusk is very important. A word of caution: you may not want to feature people on your first shoot, as it adds to the shoot time, adds complication and may not be fundamental in delivering your primary marketing message. Check our recent blog post on the subject: http://bit.ly/5slbKq. 8. Linens speak volumes about your property; bedding can make or break a bedroom shot.

This is very important. Have options available for the shoot—you can always return them if they are not used. If you’ve been thinking of replacing bedding, pillows, etc., DO IT NOW!

The bold, yet casual peonies and the fresh apricots in this shot reflect the vibe of Squam Lake Inn in NH.

Couple on the porch at Iris Inn in Virginia

9. The forgotten wall: AKA, the floor.

Seriously, the floor is an important surface to consider. An area rug brings unbelievable warmth and interest to an interior photo. We often hear “we’ve got beautiful wall-to-wall carpet”, but wide expanses of monochromatic carpet can make for a really dull photo. You can always lay a patterned carpet over the wall-to-wall carpet for accent. You may want to set aside or buy a couple rugs in various sizes just for the shoot.

10. Great natural elements, such as flowers or fresh fruit can quickly take a shot from good to great.

Whatever is native to your area is always best... preferably what’s growing right in your garden. What reflects your style and property best? Are you contemporary/ artsy (calla lily or orchid) or uber-romantic/traditional (pale pink roses in a bunch) or country (Queen Anne’s Lace or daisies)? If you don’t have appropriate

flowers growing on property, buy them.

It’s a smart investment for great looking pictures. We provide detailed guidance on what to buy on our prop and prep list.

11. Many travelers today “travel on their stomachs”.

In this day of social media and recipe-sharing, food photos are a very powerful marketing tool. We always recommend at least

Egg Strata at Inn at Hermannhof in Missouri. This casual “recipe style” shot, featuring the ingredients, conveys authenticity and freshness.

summer 2011 • innkeeping quarterly

12 two hours for food or dining during a 16hour shoot. Grabbing shots at breakfast time just doesn’t cut it. We will need the attention and cooperation of the chef and free reign of the dining room in order to light and style great food shots, so prepare for that. For many reasons, having guests actually dining is a bad idea while the food shoot is going on...we usually schedule this mid-day so we have the full attention of the chef and plenty of time. By the way, one of the most common requests we get from the press is food photos.

12. Your involvement in the shoot: a delicate balance.

The innkeeper or owner should be easily reachable and nearby; inefficiencies are created when we cannot locate the decision-maker. Walkie-talkies or cell phones are great tools to keep connected during the shoot. Conversely, the innkeeper can be too present during the shoot and lead to unnecessary delays. (Fewer people “on set” makes it faster and easier for the photographer, and often results in better pictures).

13. Keep revenue flowing during the shoot.

True, an empty inn is great for expediting a photo shoot. But hey, you gotta pay for it! Block off very important rooms, especially if they are view-dependent. If you have booked rooms that you need to shoot, just ask permission from guests and ask about times that work for them.

Reward/bribe them with a bottle of wine or a plate of cookies. 99% of guests are “cool” with that and are excited to be part of the process. Remember that this can increase shoot time. Be strategic when booking rooms during this time—remember that during a 2-day shoot, all rooms cannot be shot on the first day, etc. so you can be smart about booking and keep some revenue flowing. innkeeping quarterly • summer 2011

1 A little extra time and coordination yielded this compelling view shot at Avonlea B&B in Rhode Island.

14. How long will it take?

We usually tell folks to schedule about an hour a room or space so about 7 or 8 a day.

To “tell the story” of a suite with 2 rooms and a photogenic bath could easily take over 2 hours. Rooms with views and/or fireplaces take longer. Properties made up of multiple buildings take longer. Spacious rooms with clean, crisp decor are usually a little faster. Unoccupied rooms are generally faster than occupied rooms.

15. Your photo shoot should not be thought of as a one-time event.

Many folks hire us and expect everything to be shot in one fell swoop... “professional photos: check!” Over-investing initially in photos is not always the best idea.

Things change, the marketplace changes.

Budget for photos every year and have a professional photographer on property every two years or so during different seasons. Schedule it far in advance— during certain seasons, photographers may be booked up to a year in advance.

Following these simple tips will help make your photo shoot run more smoothly, keep everyone focused on the most important goals of the shoot, and in turn, make the most of your photography investment. ■ This article was originally published on the Jumping Rocks Blog, “Fresh Views”. Check out other articles at jumpingrocks.blogspot.com Stylist Mark Smith and Photographer Matthew Lovette of Jumping Rocks Photography have photographed over 150 inns in North America and shared their wisdom at numerous Innkeeping conferences during their 7 years in the business. Their experience as owners of a successful inn provides the basis for their philosophy— not to simply photograph inns, but to visually sell the experience of these unique properties. View their portfolio at http:// www.jumpingrocks.com.

13%

One out of every eight (13%) American leisure travelers stayed at a B&B or inn at least once during the previous year. This incidence rises to one out of six (17%) among leisure travelers with an annual household income of $125,000 or more. According to a recent study of 2011 Portrait Of American Travelers™

by the 123

4 5 6 7 8 9 numbers

3 in 5 79%

The number of Americans that prefer to spend their hard-earned dollars on discounted items online than in retail stores. Study by Kelton Research referenced in a story about flash sales A remarkable eight out of ten (79%) leisure travelers express interest in staying at a B&B during the year ahead. According to a recent study of 2011 Portrait Of American Travelers™

15 Read My Lips: YOU Can Provide a Warm Welcome for Deaf and Hearing Impaired Guests

by Gwenn Eyer, Blessings on State Bed & Breakfast

I

magine walking into a beautiful, wellappointed bed and breakfast for the first time. The accommodations are lovely and the innkeepers are very welcoming and gracious, but almost immediately you realize that you can’t understand their words. They are speaking in a foreign language! This language is unlike any you have ever heard. They greet you

warmly, smiling and keeping up a running dialogue as they walk you through a maze of hallways, passing dining areas, common areas, and so forth. Finally you arrive at your room, the door closes, and you’re alone in silence. You look around your room and, after refreshing yourselves, you join others in the common area where they are watching television. Although

you can see the action, you’re unable to understand any of the dialogue. Suddenly the screen is filled with what appears to be a reporter with an urgent news bulletin, also in the foreign language. Other guests and inn staff immediately begin scurrying around and soon the room empties around you. Alone… uncertain… what do you do? (continues, next page)

summer 2011 • innkeeping quarterly

16 Have you ever been in such an unsettling situation, perhaps in a visit overseas?

If you have, you have a better understanding of what daily life in a hearing world is like for many deaf and hard of hearing adults.

Approximately 10 percent of the population in the United States is classified as “deaf ” or “hard of hearing” (D/HOH).

This population is underserved in the bed and breakfast industry—largely due to a lack of knowledge and understanding. Although provisions are required for

this population under the Americans with Disabilities Act (ADA), many innkeepers do not recognize the need for these accommodations. However, most already have tools in place that will assist them in meeting the needs of this group.

Who are the deaf?

The National Association of the Deaf defines a deaf person as someone who is “unable to hear well enough to rely on their hearing and use it as a means of processing information.” The “hard of

hearing” definition indicates the presence of some residual hearing that, with amplification, may enable an individual to use spoken English.

When you hear the word “deaf,” you may immediately think of someone who uses sign language; however, many D/ HOH people communicate primarily by speaking, speech reading, and utilizing residual hearing through the use of technology—either hearing aids or a cochlear implant. Many function well in society but need understanding and assistance

Tips and Techniques for Hosting Deaf and Hard of Hearing Guests 1. Make sure you have the person’s attention before speaking. Never do anything from behind a deaf person without first letting him or her know you are present. If they are situated away from you, tap their shoulder lightly to get their attention. Never walk up directly behind the deaf individual. Try to walk around, allowing them to see you and tap them on the shoulder lightly.

It is also acceptable to flash the lights once to get their attention.

2. Choose a quiet environment. Avoid communicating where there is a lot of noise or activity.

3. Allow Deaf/HOH to choose their seating first. Most know how the environment will help or hinder communication.

4. Idioms are expressions we use to express thought. (Examples: Don’t rock the boat; Catch you later, etc.) These are very confusing for deaf individuals. Deaf individuals will directly tell you how they feel in conversation and by the expressions on their faces.

5. When using an interpreter, try not to use slang, non-standard terms or technical words that others would not be familiar with. Try to use basic words that get the concept across.

6. Keep a pen and paper handy. You will use lots of paper when communicating with deaf or hard of hearing individuals. A dry erase board works well, too. Write key words in phrases rather than complete sentences and paragraphs.

7. Learn a few simple survival signs: keep a sign language chart and finger spelling chart handy.

8. If you are speaking with a deaf individual and you are called out of the room, inform the person that you are leaving and, if possible, why, and when you will return.

9. Learn to use a Closed Caption Decoder with the television to allow the person who is deaf to share in social activities, assuming that the program being viewed is captioned. Provide a selection of closed captioned DVD’s if you provide DVD players.

10. Provide communication tools, signalers and alarms to promote personal comfort, safety and security.

innkeeping quarterly • summer 2011

17 from innkeepers to maximize their experiences when they visit your inn.

It is important to note that although the ADA classifies them as such, most deaf and hard of hearing people typically do not view themselves as “disabled,” but rather as members of a distinct cultural community that possesses its own language, values, and social standards. The degree of one’s hearing loss will have an impact on his or her ability to integrate into your bed and breakfast environment. Some D/HOH communicate strictly through sign language, while others may rely on their residual hearing and may speak very well. Each person—hearing or deaf or somewhere in between—is an individual with his/her own style, competencies, attitude, and personality.

They enjoy many of the same things our hearing guests enjoy.

By design, my bed and breakfast is located just down the block from one of the oldest schools in the nation for the

It’s not “just the same” as hosting hearing guests. It does require some special accommodations, but it’s not hard to do, and it has brought us much joy! deaf. I will soon be the adoptive mother of a seven-year-old with severe hearing loss. Without her hearing aids she is deaf.

She has lived with us for four years, so I have practical everyday experience with the deaf culture. I market my B&B as being deaf-friendly and have hosted several deaf guests.

It’s not “just the same” as hosting hearing guests. It does require some special accommodations, but it’s not hard to do, and it has brought us much joy!

Our deaf guests have two primary concerns: they need access to informa-

tion and full access to our inn. Equipment is often necessary for them to function daily in a hearing world. Our deaf and hard of hearing guests deal with an assortment of issues most of us never think about.

Communication Issues Communication is critical. Most of us live in a world where the majority of people around us can easily and quickly share information and feelings. In business, for example, effective communication is essential to building relationships and the winning repeat business. Guests who are hearing impaired may present a communication challenge, especially when speech is impacted by the hearing loss. It is our responsibility to work to assess the primary mode of communication and decide what assistance is appropriate.

I have a basic understanding of the communication methods my deaf and hard of hearing guests may use to make

summer 2011 • innkeeping quarterly

18 their reservations. Some make reservations online. Most often, they call me.

These calls sound like regular phone calls, although the deaf guest may actually be speaking through another person, either via relay or videophone. Texting is another option.

When I am “speaking” with a guest, either during the initial contact or during a follow-up call, I ask what kind of accommodations they need for communication. Sometimes my guests indicate that they have hearing aids or implants and can communicate verbally. They may say that they speech read, the term that describes what is often referred to as lip reading. Do not assume, however, that all deaf can speech read.

Information Barriers As innkeepers, we like to engage our guests and interact with them based on

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their needs. As you know, some guests want to spend time alone and others seem to want to visit every minute. When guests arrive we often provide a nice verbal description of our inn and grounds, sharing local points of interest.

When we have deaf or hard of hearing guests we often physically walk all of the spaces in our home, pointing out actual exit routes rather than route maps, demonstrating rather than describing the use of coffeemakers, televisions, etc. If you know that your guests don’t mind reading, you can always provide print instructions or a guest room guide listing the information.

As innkeepers it is important to know how to set televisions or remotes to utilize closed captioning and identify your loaner DVD’s that are closed captioned.

I try to preset the televisions in both the guest suite and the common areas when

I know that deaf or hard of hearing guests will be staying with us.

Meal Service It is often difficult for the deaf and hard of hearing to communicate in large groups. If your schedule allows, ask if they would prefer a private seating for their meals. When serving a number of guests, plan to seat deaf and hard of hearing guests a distance away from kitchen areas, air conditioning vents, and other noisy areas. You don’t want to seclude them, but work hard to accommodate their communication needs.

Based on my experience, you’ll need to expect the meal time for deaf guests to extend well beyond what you might expect for the hearing population. It makes sense, because they speak with their hands—usually both hands—and it’s (continued on page 21)

2

innkeeper

innkeeper

Resistance is Futile. We have no plans to

stop innkeeping anytime soon. My husband and I figure we’ll just bop-til-we-drop, so with the future in mind, we need to stay relevant as a lodging entity in our city to both the present and future generations of travelers. Here’s what I suggest for now and to keep up with the future.

Identify target market and go for it. It took me a while to identify the target market we’re most comfortable with, but after we did and ran with it, the results truly amazed me. We have a very laid back style of innkeeping, and my target market is easy going, no fuss folks just like us who are baby boomers, as well as techie folks like our kids — gen x and gen y. I target them by presenting ourselves to be exactly what we are — a southwest adobe inn with dog loving old hippy progressives with a sense of humor who like travel, technology and cooking. I don’t have to use those words but rather put out the “feeling”. The people who show up aren’t all exactly like us, but they are attracted to us, love us and come back. Job done. Take a hard look at the image you have created for yourselves and your inn. If it isn’t working for you to attract the customers you want, changes are needed.

What methods do your targets use to find you? I would hope by now that we are all on board with the internet being our single most important source of business, but there is more to do besides having a website and listings on bed and breakfast directories. If you want outdoor types, list and partner with websites that cover outdoor activities pertinent to you. Do you want to do weddings, offer spa services, hold cooking classes, cater to pet owners or whatever? Do you want to tap into the LGBT markets? Are you listed with the directories that target your markets? There are internet venues you can utilize to make yourself more visible to your targets, so find them and list there. And then there is the blog...

If you aren’t blogging yet you really should go there now, or pay someone to do it for you. The content you create can bring in your target guests as well as that

innkeeping 20 • innkeeping quarterly quarterly • summer • summer 2011 2011

by Sarah Dolk, Adobe Nido Bed and Breakfast in Albuquerque, NM

potential guests that may never have even thought of staying at a bed and breakfast type lodging. A blog will also fulfill Google’s craving for new and relevant content on your website. Utilize Twitter and Facebook to draw people to your blog and website and to keep them thinking about you. Engage fans with cyber conversation. Stimulate their interest in you.

Embrace all new technology. In March last year Neilsen reported that 1 in 2 Americans will own a smartphone

by Christmas, 2011. Like it or not we are a society of “I want the world and I want it now.” and with that thought in mind, I’m amazed that so many innkeepers are resisting a mobile website. The need is here and now. Personal computers are getting smaller and smaller and more people of all ages are joining the ranks of the mobile dependents every day. Why would you want to ignore that audience?

More fun faster...that’s what is happening out there. Do you have online booking, or at very least offer availability online? The days of “I want to talk to my guests before they arrive” are over. They don’t want to talk to you...they want to “book now” online. Now! Don’t overlook the importance of this. The survival of your business is at stake.

You shouldn’t ignore the future of your business — the boomers and the new xy generations. Feed them what they need to find you and book quick, or ignore them and prepare to be ignored. Today’s technology is all about moving faster and faster and resistance is futile.

If you aren’t up to the task of doing the research and keeping up on new trends and technologies yourself, pay attention to the experts in our industry and do what they say, or pay them to do it for you. We have a number of PAII Partners who KNOW exactly what you need to do to stay relevant. Utilize them. ◆ Sarah opened her start-up bed and breakfast, Adobe Nido, in Albuquerque NM in 2001 with husband, Rol. In her previous life she worked in Advertising, Marketing and Printing for over 25 years, most recently running a graphic arts business from her home until 2006. Her favorite part of innkeeping is meeting the people and all things techie.

21 hard to hold a fork and knife and sign at the same time!

Work hard to provide a comfortable secure environment for all of your guests.

Equipment is Essential Imagine being unable to hear an alarm clock, a doorbell, or a smoke alarm. In addition to assistive technology to help them hear and communicate, your deaf guests need to be assured of their ability to feel safe and secure in an unknown environment.

Obtain high decibel flashing smoke detectors if you don’t already have them.

One way to do this is with a portable “hotel kit.” These kits include smoke alarms, door signalers, and even teletypes; see the “resources” listing below. Having a kit on hand also helps ensure your compliance with the ADA—and ADA compliance may lead to tax benefits in addition to avoiding potential lawsuits.

Be sure that your entry ways and parking areas have good lighting. It can be daunting coming in late on a dark night when you cannot hear anything indicating danger or risks around you.

Be hospitable Open your heart and home to a new community of people. Preparation is the key to creating the right atmosphere.

Your entire staff should be well aware of special needs and accommodations. Do your best to screen communication needs during the first contact. Is the guest calling via relay service? Ask them to identify things you can do to communicate effectively during their stay. Use demonstration rather than description—show the steps to operate the door locks, coffee maker, etc. Utilize a clearly drawn exit map and walk through it with them.

Recognize that communicating in a group is often difficult for a deaf or hard of hearing person. Not only must they make a conscious effort to reformat the information they wish to share, but they often must strain to hear, visually track and interpret the information others are sharing. Identify support staff with knowledge of American Sign Language (not necessarily interpreters) for use, as needed. If you’re offering Murder Mystery Dinners or other events that are language-laden, you’ll need to plan to provide interpreters for your deaf guests.

Make a plan Eliminate the barriers. Become familiar with equipment used by the deaf and hard of hearing. Access information from local resources about agencies that serve deaf and hard of hearing persons. Identify your sources for equipment and interpreters, if you choose to go that route and ensure that you’re in compliance with federal regulations. Although most deaf people view their condition as a culture rather than a disability, it does fall under the Americans with Disability Act, and the same standards apply.

Finally, this is a market that is underserved by our industry. Envision the possibilities! ■ Gwenn Henderson Eyer is the innkeeper owner of Blessings on State Bed & Breakfast in Jacksonville, Illinois. Passionate about innkeeping, she holds a B.S. in home economics education and recently earned a Master Certificate in Essentials of Hospitality Management from Cornell University.

Twenty plus years after adopting her first four children, she is loving life with her husband and their newly adopted 7-year-old daughter—who just happens to be deaf.

Resources

Reaching out to Customers with Disabilities http://www.ada.gov/reachingout/intro1.htm ADA Kits—www.Harriscomm.com Portable communication kits that include text telephones, visual alarms and visual notification devices are available on the market at relatively modest cost.

ADA Information

You may view or download ADA information on the ADA website. This website provides access to the ADA Business Connection, ADA design standards, regulations, policy letters, technical assistance materials, and general ADA information. It also provides links to other Federal agencies and news about new ADA requirements and enforcement efforts. www.ada.gov If you have specific questions concerning the ADA, call the Department of Justice ADA Information Line.

(800) 514-0301 (voice) (800) 514-0383 (TTY) Disabled Access Credit (DAC), a tax incentive to encourage small businesses to comply with the ADA. — http://askjan.org/media/tax. html OR contact a local Internal Revenue Service office: http://www.irs.gov/businesses http://commtechlab.msu.edu/sites/aslweb/ browser.htm—visually demonstrates ASL common words and phrases you choose from alphabetical lists.

summer 2011 • innkeeping quarterly

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innkeeping 22 • innkeeping quarterly quarterly • summer • summer 2011 2011

Select Registry Launches Enhanced Reward Program with New Guidebook

e The 2011 Select Registry guidebook cam out in July with a new loyalty program that makes visiting top-notch bed and g breakfasts even more rewarding. Alon n atio with its guidebook, the organiz launched its enhanced Golden Quill Rewards Program which quadruples the reward, offering a $100 reward, up from the $25 reward guests previously earned and everything can be done online! This offer is good at all Select Registry inns.

TripAdvisor reaches 50 million reviews milest one In January 2005, TripAdvis or reached one million publis hed reviews and opinions, the HD S n up grew to 10 million in Jun e a PAI ply Signs 2007, 25 million in July I Silv er Su on as 2009 and now features PAII’s pport Key S er 50 million reviews and u pport demo e n r s s trate opinions— more usercontr signi fican ibutio generated content than t ns to organ t he izatio any other travel site. n prior and o ities t ur hroug comm h annu itmen al ts. HD Beda ndBr S upply e a kfast joins Socia .com, l, Trip Livin Advis Mark g or, NP el, Re C, zStre Regis a m, Se try, T lect he B& TMG B Team – Virg and inia I nn Br o k ers. ounces

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Marketing Technology

23

Local Places Listings…

Beyond Traditional Search

by Lisa Kolb, Acorn Internet Services

L

ocal Places has been a fast growing force in the Search World for the past few years. Local Places data is now showing up in many, many different locations beyond traditional search capabilities on a laptop or PC. Smart business owners are learning how to take advantage of these advances to promote their properties and increase their occupancy.

Disclaimer: It is important to realize that the topic of this article is ever-changing. To stay informed of such changes, it is important to get involved in Ongoing Education or by learning it on your own by following and studying the topic frequently.

What Does a Local Google Places Page Look Like?

Before we begin with where all this Local Places data is available online, we first need to make sure everyone understands what a Google Places Page looks like!

A Google Places Page contains business information such as Name, Address, Phone (NAP), Website Address, Description, Images, Videos, Reviews (Google and 3rd Party), Citations, Reservation Information, Property Details and other Similar Businesses in the area.

These Listings may also include coupons and notes that can be defined on an ongoing basis by the business owner.

Business owners may find and claim their Local Places data in various search engines. For this article, we are focusing on Google.

In order to update and maintain your Google Places data, you must first obtain (or already have established) a master Google Account.

Go to http://www.acorn-is.com/education-lbl-101.html for Step-by-Step instructions on how to claim a Local Google Places Listing.

GetListed.org is a helpful resource for identifying and claiming other Local Places data on the Web. ●● USA http://www.getlisted.org ●● Canada http://ca.getlisted.org

Now that you know what a Google Places Page looks like, let’s move on to where Web surfers find Local Places data on the Web. Google Search Results on a PC or Laptop In October 2010, Google began shaking up their Web search everything results. Google Places listings denoted by red balloons with an alpha designation of A thru G (also known as the 7-pack) used to be separated out and were seen above the Organic Listings with no balloons. After October 2010, Google began to combine Organic with Local Results. We refer to these results as blended or merged listings.

When denoted by a red balloon, these Google Places listings are free. When denoted by a blue balloon, these Google Places listings are paid listings via a program called Google Boost.

When you do a default search on Google, this is called an everything search.

Everything results contain all types of results regarding the topic you are searching for: Local Results, Organic Results, Video Results, Blog Results, etc.

Currently there are 2 types of Google Places EVERYTHING results. 1) There are blended (merged) listings. 2) There are also pure listings. A Pure listing is when the Google Places listings are seen one right after the other and are not blended or merged with the organic results. (continues, next page) summer 2011 • innkeeping quarterly

24

Traditional Local Places Data Local Places data typically found on a PC or Laptop is as follows: 1. Google Everything is the first place Web surfers may encounter a Google Places listing. When the Web surfer clicks on one of these balloon listings Reviews or Place page link, they will see the Google Places Page associated with the business.

2. Google Places is another way Web surfers are able to locate and select a Google Places listing. To view only Places listings, click on the Places Icon with the red balloon on the left-hand side of the Google Search screen.

innkeeping quarterly • summer 2011

3. Google Maps is yet another way for Web surfers to locate Google Places data. You may access this data by clicking the maps link below the address bar in Google. You may also access these listings directly at http://maps.google.com Each of these searches provides the Web surfer a list of local businesses when location criteria is used as part of the search phrase. Example: city + state + bed and breakfast. Once a Google Places listings link is clicked, the Google Places Page will be displayed. All roads may lead to Rome, but all these searches lead directly to the businesses’ Google Places Page!

25 NEW! Google City Pages Google is always looking for new and different ways for Google Places data to be delivered to the public. Google has been testing their new City Page feature in four cities: Austin, Madison, Portland, and San Diego.

Many believe that these will be the future “Google Yellow Pages” or “Google City Guides.” Their impact on your business will be something to watch in the upcoming months, as these City Pages grow beyond their initial testing cities. And again, remember that this information all links back to the businesses’ Local Places Individual Listing Page.

“Discover New Local Gems with Our New City Pages” Read more from the Google Places Blog: http://bit.ly/itE8OK

Smart Phones, Tablets and other Mobile Devices Local Places Data Many Innkeepers do not realize that their Local Places data is being served up daily on Smart Phones, Tablets and other Mobile Devices. Below we will discuss a few of the different ways your guests are viewing your Local Places data on something other than a PC or Laptop. In order to market to this type of returning or potential guest, it’s important to understand how these Smart Phone savvy travelers search for information on a mobile device.

Google Maps is often installed as a default application on devices such as iPads, iPods and iPhones, Android, etc. This application may also be installed separately by downloading from the device App Store. The Google

Maps Application is a unique combination of GPS, Search and Directions finder. Moving left to right on the example below, notice that the user of this application begins by typing in a search phrase. For this example, we used Manitou springs bed and breakfast. It returns red push-pins of all bed and breakfasts in Manitou.

When a push-pin is clicked, a pop-up box appears that indicates the business name. For this example, we are going to chose Two Sisters Inn. Notice the Directions box at the bottom of the screen.

When the Directions link is clicked, the application returns mileage and drive time. The green pin indicates where the user is physically located when they request the search. The blue dot acts as the GPS finder. As the user drives toward their destination, so does the blue dot on the map. And here’s the most important part of this App, when the blue arrow to the right of the Inn’s name is clicked from the pop-up box, it goes to that Inn’s Google Places Page. So if your Local Places data isn’t correct, then this App is going to deliver incorrect information to the user.

Google Places from a Browser Search on a Smart Phone, Tablet or Mobile Device is very similar to a Browser Search on any PC or Laptop. Just as Web surfers are able to search Places on a PC or Laptop by clicking the red places link on the left, mobile device users are also able to choose to search Places on these devices.

The one major difference is that the delivery of the Local Places information has been organized and shortened for use on a mobile device. Moving from left to right in the example on the next page, notice the first screen looks almost like a browser screen you would find on a PC or Laptop. At the top of this screen, the user would begin by clicking Places. The second screen is the new places search screen. This is very different than what would be seen on a PC or Laptop. From here the user can click an icon or type in a search phrase. For this example, we are searching: Manitou springs bed and breakfast. The third screen is the initial Local Places results screen. Notice the map at the top with red Balloons indicating multiple results, summer 2011 • innkeeping quarterly

26

just like in a traditional search. The difference is that as the user scrolls through the listings below the map, the red Balloon for each individual listing will appear alone on the map. Should an image be stored in the Google Places Page data, it will show in the lower left-hand corner of the map as seen on screen four. Once the user clicks on a business, the resulting page is the Google Places Page for that business, formatted for the mobile device.

Google Places as an Application. Google Places is an application that will allow the user to discover, locate and rate any Local Business based on the current GPS location of the mobile device. Users may click on an established search such as Restaurants, Hotels or Attractions, or they may also type in any search phrase such as Bed and Breakfast. Note that Bed and Breakfast is currently not available as a default search ICON in the application. Moving from left to right in the example below, notice that the App knows via GPS where the user is when they do the search. The Blue Dot indicating the current GPS location can be seen directly below the search box. Example: Near 1685 Briargate Pkwy, Colorado Springs. Though the App offers a variety of default searches, we choose to type in Bed

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and Breakfast in the search box on the second screen. The App returns the Lennox House, Avenue Hotel and Two Sisters Inn as the first three results. If we continue to scroll, we will find all the other inns in the area that are included in Google Places listings. We clicked on Two Sisters Inn, which leads us to the third screen to the right. Notice that this information is coming from the Google Places Page for Two Sisters Inn. When we click “More Info” we are directed to the fourth and final screen with detailed Google Places Page data for Two Sisters Inn. If we click “Call” or the Phone Number link, the smart phone will place the call directly from this screen. We may also read reviews, view a map, get directions and rate this business. Think about the power this App is giving your returning and potential guests!

Google Search is an Application that allows easy access to Web data via the use of Voice Search and Google Goggles. It also provides easy access to Google Maps. This is a very useful App if the user has difficulty typing on a smaller touch screen. The Voice Search allows the user to SPEAK the search phrase. And the Google Goggles allows the user to take a photo of a sign, logo or object, and

27 Google will connect that image to whatever data it has on file.

Many times, the connection is to a Google Places Page!

The Bottom Line So what do you do as a business owner to make sure your Local Places data is working at optimum levels to gain business visibility and increased bookings in both traditional and new mobile device markets?

1. Search the Web for all mentions and citations of your business. Make sure any place your business information is found online has a matching (NAP+W) IE: Name + Address + Phone + Website. If you spell your name or address in a variety of ways on the Web, you will lose power to support your Local Places listing placement.

2. Claim, Update and Complete all sections of your Google Places Page for your business.

3. Keep your Google Places Page data current by updating your notes section every 30 days, and posting a coupon when appropriate.

4. Claim, Maintain and Make Accurate All Places data beyond Google using tools such as GetListed.org 5. Get involved with Ongoing Education regarding Local Places and learn how to maintain a high placement in Local

Place listings everywhere on the Web and in the growing mobile world. Local is constantly growing and changing. You need to know how those changes impact your business.

Local Places Is Not a One Time Task!

It’s like planting a garden. You have to keep your Local Places data current on an ongoing basis. You can do this by participating in Ongoing Education or learning it on your own by following, reading and studying the topic.

Maintaining your Local Places data is of the utmost importance. As more and more applications find use for this data, if maintained and updated properly, it will help grow your business. If ignored, you take the risk of being left behind.

Online Resources: Local Search Ranking Factors http://bit. ly/9GjLsP Blended vs. Pure Local Search http://bit.ly/iBrR3x Want to Learn More? Attend the August 30, 2011 PAII Lunchtime Learning Webinar at 2:00pm Eastern presented by Lisa Kolb of Acorn Internet Services, Inc. Not able to attend? All webinars are recorded and placed online at www.innkeeping. org/store. (continues, next page)

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28 FREE Google Placement!—Blended? Pure? Organic?

Can you spot the difference in Google? Are you tracking how much traffic is coming from these different listings? Almost 50% of our customers’ bookings come for one of these types of free listings. Being able to recognize these listings and keeping an eye on your placement in the SERPs, allows you to stay one step ahead of the game. And that’s important because Google keeps changing the game. A winning game plan from a year ago is now overshadowed by Google Places’ role for today’s consumer.

Come learn the difference, and get in the game! ■

Lisa owned and operated a bed and breakfast in Colorado Springs for 9 years with her husband Mark. In 2002 they formed Acorn Internet Services, Inc. which provides quality Hosting, Design, SEO and Local Marketing, Social Media and Ongoing Education via Acorn University for Bed and Breakfast Inns, Boutique Hotels and Small Businesses throughout the US and Canada.

www.shultsagency.com

innkeeping quarterly • summer 2011

Food Glorious Food Pears Abound

by The Eight Broads in the Kitchen

A

s autumn rolls into the northern half of the country, a harvest of apples and pears abounds. Both are versatile fruits, keep well and can be used in a myriad of creative ways.

Pears are showing up in farmers’ markets in ever-increasing varieties. While some varieties have shorter seasons, fresh pears are in season and available from August through March. Bartletts have been top of the list popular for years, but they ripen, soften and spoil more quickly than some of the other varieties though it is hard to beat the flavor of a perfect ripe Bartlett. As with all fruit, the flavor is best at the peak of ripeness.

Anjou pears can be found in green and red varieties and work equally well fresh or cooked. These are really good for poaching as they hold their shape and have a nice smooth texture when cooked.

When buying pears, look for those that are firm to the touch.

If they are not quite ripe, the old trick of putting them in a paper bag overnight works well to speed the ripening process.

29 Bosc pears are a firm crisp pear wonderful for using fresh.

Baked or poached, they will hold their shape and be firmer than the other varieties. One of my favorites, they hold up well to inn use and do not ripen or spoil as quickly as some of the others. If you do find them getting overripe, pear butter is a way to use them up.

Poaching is usually considered immersing something completely in a liquid. I find for pears it is more practical Photo by Christian Giannelli Photography to steam them in about an inch of liquid. If you want to leave the pear whole with the stem in tact, peel the pear from the stem down, then with a melon baller remove the core from the bottom, leaving you with a cavity that you can fill.

Baking pears works beautifully as well. These can be prepared and baked the day before and refrigerated. This allows the

summer 2011 • innkeeping quarterly

30 flavors to pull their way through the fruit. Heating them in the morning for serving becomes an easy thing.

Not to be forgotten is using pears fresh. A pear mango salsa served alongside an omelet or on croustini is a wonderful taste experience. Pears wrapped in bacon and broiled make a fabulous afternoon appetizer.

The 8 broads thought we would like to share some of our favorite pear recipes with you. Enjoy!

Birchwood Inn Pear Cranapple Crumble Topping

• 1 cup brown sugar • 1 cup all-purpose flour • 1 cup rolled oats • ¼ pound butter, very cold • Fresh nutmeg

Filling

Pear Pecan Cardamom Bread —The Birchwood Inn

• 1 cup vegetable oil • 2 cups sugar • 3 eggs • 2 ½ cups chopped fresh Bosc pears, • 1 cup sour cream • 2 tsp. vanilla • 1 cup pecans, chopped (not too small)

• 1 tsp. baking soda • 3 cups flour • 1 tsp. cinnamon • ½ tsp. salt • ½ tsp. orange zest • ½ tsp. nutmeg • ½ tsp. ground cardamom

Preheat oven to 350F. In a medium mixing bowl combine oil, sugar, eggs, and sour cream, blending well. Stir in pears, pecans, orange zest, and vanilla. In another bowl, combine remaining ingredients. Stir dry ingredients into pear mixture. Spoon the batter into 2 greased loaf pans. (You may wish to sprinkle some sugar mixed with nutmeg on the top.)

Bake for 1 hour or until toothpick inserted in center comes out clean. Cool for 10 minutes and then remove the breads from the pans and cool on a wire rack.

Ellen Chenaux, Birchwood Inn, Lenox, MA

Kristie Rosset, Lookout Point Lakeside Inn, Hot Springs, AR

Danielle Hanscom, Brampton Inn, Chestertown, MD

Joyce Schulte, Chambered Nautilus Bed and Breakfast Inn, Seattle, WA

Yvonne Martin, White Oak Inn, Danville, OH Debrah Mosimann, Swiss Woods Inn, Lititz, PA

Lynnette Scofield, William Henry Miller Inn, Ithaca, NY Kathryn White, Beechmont Inn Bed and Breakfast, Hanover, PA

innkeeping quarterly • summer 2011

• 2–3 firm tart apples (Northern Spys, Macouns) • 2–3 firm but ripe Bosc pears • 1 cup cranberries (fresh or frozen) • ½ lemon • 3 tbs. honey Preheat oven to 375F. Grease a 6-cup deep baking dish or 6 medium-sized crème brulée dishes.

Mix the apples, pears, and cranberries together and place in the baking dish. Very lightly drizzle with honey. Squeeze the lemon over the fruit.

For the topping, combine brown sugar, flour and cold butter in a food processor. Pulse until the mixture is combined. In a medium-sized bowl, combine the mixture with the oats. Spoon the topping over the fruit mixture. Grate the nutmeg on top. Bake for 45 minutes. Serve warm. If you are using individual dishes, bake for 30 minutes.

For those with little time and limited space, Joyce at the Chambered Nautilus in Seattle WA, gave us a microwaved poached pear recipe. She serves the hot pears with a wide variety of sauces, including drizzled with caramel sauce or a vanilla yogurt cream sauce.

31 To poach pears in the microwave: Peel pears, cut in half and core. Place about an inch of water in the bottom of a glass pan/dish that you can microwave. Adding cloves or cinnamon sticks to the water gives added flavor. Place the pears cut side down in the dish and cover tightly with plastic wrap. Microwave, 2–4 minutes depending on how soft/ripe the pears were. Wait for 2 minutes, then lift a corner of the plastic wrap, (careful when you lift it because steam can pour out), poke the pears with a knife point, and if it is still firm, re-close the plastic wrap and microwave a bit longer. These can then be plated on or under the sauce of your choice and serve warm.

Check in with the Eight Broads blog for more wonderful pear recipes that will keep you and your guests loving pears all winter long (www.bedandbreakfastfoodies.com). ■ The Eight Broads in the Kitchen are innkeepers from across the U.S. who have become great friends over the years. All of us run small inns where breakfast, desserts, and dinners are all part of what we do. Our inn recipes define us, are eclectic, practical, and just downright fun. We strive to make the travel experience truly something wonderful to remember, highlighted by the wonderful creations coming from our kitchens, the signature of what we do.

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summer 2011 • innkeeping quarterly

Industry Events SEPTEMBER 2011

JANUARY 2012

Texas Bed and Breakfast Association Dates: September 11–13 Location: Austin, TX Contact: info@texasbb.org

InnSpire Conference & Trade Show Dates: January 22–24 Location: Sacramento, California Contact: http://innspireconference.com/

North Carolina Bed & Breakfast Inns Aspiring Innkeeping Workshop Dates: September 21 Location: Fuquay-Varina, North Carolina Contact: http://www.ncbbi.org/workshops.htm

OCTOBER 2011 Nebraska Association of Bed and Breakfast Fall Conference Dates: October 17–18 Location: Walton, Nebraska (outside of Lincoln) Contact: info@nebraskabb.com Michigan Bed and Breakfast Innkeeping Conference Dates: October 24–25 Location: Muskegon, Michigan Contact: http://www.laketolake.com/annual_conference.php

NOVEMBER 2011 Wisconsin Bed & Breakfast Association’s 23rd Annual Meeting, Conference & Trade Show Dates: November 6–8 Location: Elkhart Lake, Wisconsin Contact: http://www.wbba.org/conferences.php Maine Innkeepers Association Annual Meeting Dates: November 7–8 Location: Portland, Maine Federation of Ontario Bed & Breakfast Accommodation Conference Dates: November 7–10 Location: Waterloo Region Contact: http://www.fobba.com/index.cfm?page=confprog2011 Pennsylvania Tourism and Lodging Association’s 2011 InnTouch Conference Date: November 10 Location: Camp Hill, PA Contact: www.patourism.org OH&LA Annual Conference Date: November 21 Location: Cleveland, OH Contact: www.ohiolodging.com

32 • innkeeping quarterly • summer 2011

2012 Innkeeping Conference & Trade Show Dates: January 23–26, 2012 Location: Little Rock, Arkansas Contact: www.innkeepingshow.com

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.

Welcome New and Welcome Back Former Members!

Aspiring Innkeepers CONNECTICUT Maria Lovera Stratford, CT Robin Smith Branford, CT GEORGIA Bill Lott Duluth, GA ILLINOIS Susan Steffan Marengo, IL Maggie McKenna Brookfield, IL Janet Broesch Chicago, IL Heather Charapata Plano, IL LOUISIANA Michell Thornton New Iberia, LA MASSACHUSETTS Jarvis Coffin Sudbury, MA MONTANA Anne Little Missoula, MT NEW YORK Lindsay Wolff New York, NY VIRGINIA Paul Teja Chesapeake, VA Cynthia Hummer Roanoke, VA

Innkeepers CANADA Jacquie Gordon B&B Jacquie Gordon 2231 Quamichan Park Place BC V9L 5E9 Canada www.jacquiegordon.com Phone: 250-746-7736

Lakeview BnB Westt Kelowna Carol Kilgour 1222-2440 Old Okanagan Hwy West Kelowna, BC V4T1X6 Canada www.lakeviebnbwestkelowna.com Phone: 250-7683911 Moose River Guesthouse Candice Tourville 51 Gardiner Road, Box 852 Moosonee, ON P0L1Y0 Canada www.mooseriverguesthouse.com Phone: 705-3361555 Bed and Breakfast Downtown Montreal Bob Finkelstein 3458 Avenue Montreal, QC H2X3C8 Canada www.bbmontreal.ca Phone: 514-289-9749 ALASKA Beaver Creek B&B Sue Isaacs PO Box 563 Dillingham, AK 99576-0563 www.dillinghamalaska.com Phone: 907-842-7335 ALABAMA Red Bluff Cottage Bonnie Ponstein 551 Clay St Montgomery, AL 36104-3366 www.redbluffcottage.com Phone: 334-264-0056 ARKANSAS Alpine Inn Eric Wilson 741 Park Ave Hot Springs, AR 71901-3039 www.alpineinnhotsprings.com Phone: 501-624 9164 Apple Crest Inn B&B Gary Affolter 12758 S Highway 59 Gentry, AR 72734-8728 www.applecrestinn.com Phone: 479-736-8201 The Lake Estate Bed and Breakfast Cris Salazar 550 Long Island Dr Hot Springs, AR 71913-9638 Phone: 501-6096363

Shady River Getaway Linda Bowlin 1700 Stoney Point Road Pocahontas, AR 72650 Phone: 555-555-5555 Palace Hotel & Bath House Tim Adams 135 Spring St Eureka Springs, AR 72632-3106 www.palacehotelbathhouse.com Phone: 501-253-7474 ARIZONA Full Circle Ranch Bed & Breakfast Sherrie Sheldon 40205 N 26th St Cave Creek, AZ 85331-4318 www.fullcircleranch.com Phone: 623-742-0390 CALIFORNIA Ace & Joyces The Ashworth House Joyce Alvernaz 4953 Ashworth Rd Mariposa, CA 95338-9706 www.yosemitelinks.com/ashworthhouse/ Phone: 209-966-5504

Victorian Mansion Rod Rigole 326 Bell Street Los Alamos, CA 93440 ww.thevick.com Phone: 805-3441300 Inn on Randolph Deborah Coffee 411 Randolph St Napa, CA 94559-3374 www.innonrandolph.com Phone: 800-670-6886 James House Santa Barbara Bed & Breakfast John Bahura 1632 Chapala St Santa Barbara, CA 93101-2912 www.jameshousesantabarbara.com Phone: 805-569-5853 Hennessey House Bed and Breakfast Kevin Walsh 1727 Main St Napa, CA 94559-1844 www.hennesseyhouse.com Phone: 707-226-3774

Terra Cotta Inn Clothing Optional Resort and Spa Thomas Mulhall 2388 E Racquet Club Rd Palm Springs, CA 92262-2629 sunnyfun.com Phone: 760-322-6059

COLORADO Two Sisters Inn - a bed and breakfast Sharon Smith 10 Otoe Pl Manitou Springs, CO 80829-2014 www.twosisinn.com Phone: 719-685-9684

Historic Hartman House Tamara O’Kelly 13025 Pine St Boulder Creek, CA 95006-9101 Hartmaninn.com Phone: 831-431-3933

Gilded Pine Meadows Bed and Breakfast Eric Frawley 861 Big Horn Dr Estes Park, CO 80517-9027 Phone: 970-586-2124

Flora Vista Inn Deanna Boos 1258 San Andreas Rd La Selva Beach, CA 95076-9637 www.floravistainn.com Phone: 831-724-8663

Edgar Olin House B&B Gary Adrian 727 W 13th St Pueblo, CO 81003-2152 Phone: 719-544-5727

Mill Rose Inn Terry Baldwin 615 Mill St Half Moon Bay, CA 94019-1726 www.millroseinn.com Phone: 650-726-8750

Old Town GuestHouse Donald Wick 115 S 26th St Colorado Springs, CO 80904-3010 www.oldtown-guesthouse.com Phone: 719-632-9194

MEMBER BENEFIT SPOTLIGHT INNKEEPING FORUM DIGEST NEWSLETTER GOES TO ALL MEMBERS! Every day PAII members on our Innkeeping Forum share ideas and help each other solve problems — as well as engage in some very interesting and meaningful conversation. In the daily forum digest email, you will see new forum posts and responses to active discussions. If you find something compelling, to which you want to respond or about which you want to read more, you simply click on the link in the email, and you’ll be directed straight to that forum discussion.

Abbett Placer Inn Emma Hagen PO Box 556 Breckenridge, CO 80424-0556 www.abbettplacer.com Phone: 970-4536489 FLORIDA Saragossa Inn Gibbs Moore 34 Saragossa St St Augustine, FL 32084-3569 www.saragossainn.com Phone: 904-808-7384 Curry Mansion Inn Albert Amsterdam 511 Caroline St Key West, FL 33040-6604 currymansion.com/curry/index.html Phone: 305-294-5349 Josephine’s Bruce Albert PO Box 4767 Santa Rosa Beach, FL 32459-4767 www.josephinesinn.com Phone: 850-231-1940 GEORGIA Triple T Bed and Breakfast Andrea Sumner 86 Young Pl Dawsonville, GA 30534-3203 www..tttbnb.com Phone: 706-216-6860 HAWAII Belle Vue Cottage Viviane Baker PO Box 1295 Kamuela, HI 96743-1295 www.hawaii-bellevue.com Phone: 808-885-7732 IOWA Trimble-Parker Guest House/ Bed & Breakfast Glenn & Ann-Marie Baughman 23981 Otter Trail Drive mailing address: 692 Polk Blvd. Des Moines 50312 Bloomfield, IA 52537 trimble-parker.com Phone: 515-360-9813 ILLINOIS Corner George Inn Bed & Breakfast David Braswell PO Box 103 Maeystown, IL 62256-0103 www.cornergeorgeinn.com Phone: 618-458-6660 Bernadine’s Stillman Inn Bernadine Anderson 513 Bouthillier St Galena, IL 61036-2703 www.stillmaninn.com Phone: 815-777-0557 Market Street Inn Bed and Breakfast Myrna Hauser 220 E Market St Taylorville, IL 62568-2212 www.marketstreetinn.com Phone: 217-824-7220

INDIANA DreamWeavers B&B Bill Weaver 11430 County Road 10 Middlebury, IN 46540-8927 www.dreamweaverbb.com Phone: 866-393-0217 Scottish Bed & Breakfast Brenda Miller 2180 Miami Trl Bremen, IN 46506-9670 www.scottishbb.com Phone: 574-220-6672 KANSAS Courtland Hotel Frank Adamson 121 E 1st St Fort Scott, KS 66701-1406 www.courtlandhotel.com Phone: 620-223-0098 House of Seven Porches Neva Anderson 1321 5th St Clay Center, KS 67432-2025 www.sevenporches.com Phone: 785-632-2665 KENTUCKY Maple Hill B&B Sherri Rickard 13 Maple Hl Eddyville, KY 42038-7635 www.maplehillbb.com Phone: 270-388-4963 LOUISIANA Nottoway Plantation Neil Castaldi 30970 Highway 405 White Castle, LA 70788-3603 www.nottaway.com Phone: 225-545-2730 Bocage Plantation Irina Asnes 39050 Highway 943 Darrow, LA 70725 Phone: 225-588-8000 Ducote-Williams House Dianna Ducote 401 N St Charles Ave Abbeville, LA 70501 Phone: 337-898-0048 Au Bayou Teche Bed and Breakfast Mary Lynn Chauffe 205 Washington St Breaux Bridge, LA 70517-5143 Phone: 337-332-1049 1896 O’Malley House Larry Watts 120 S Pierce St New Orleans, LA 70119-6033 www.1896omalleyhouse.com Phone: 504-488-5896 Twelve Oaks Plantation Barbara Cenac PO Box 9151 Houma, LA 70361-9151 www.TwelveOaksPlantation.com Phone: 985-876-0034

34 • innkeeping quarterly • summer 2011

Auberge Du Chene Vert B&B Mary Klibert 2768 La 44 Paulina, LA 70763-2602 www.aubergeduchenevert.com Phone: 225-869-4064

Maple Hill Farm Inn Scott Cowger 11 Inn Rd Hallowell, ME 04347-3241 www.MapleBB.com Phone: 207-622-2708

HH Whitney House Glen Miller 1923 Esplanade Ave New Orleans, LA 70116-1706 www.whitneyhouse.com Phone: 504-948-9448

Peacock House Sue Baker 27 Summer St Lubec, ME 04652-1134 www.peacockhouse.com Phone: 207-733-2403

MASSACHUSETTS Canterbury Farm Linda Bacon 1986 Fred Snow Rd Becket, MA 01223-9776 www.canterbury-farms.com Phone: 413-623-0100

Old Fort Inn David Aldrich PO Box M Kennebunkport, ME 04046-1688 www.oldfortinn.com Phone: 207-967-5353

Birch Hill B&B Wendy Advocate 254 S Undermountain Rd Sheffield, MA 01257-9639 www.birchhillbb.com Phone: 413-229-2143 Christopher’s by the Bay B&B Jim Rizzo 8 Johnson St Provincetown, MA 02657-2312 www.christophersbythebay.com Phone: 508-487-9263 Captain Freeman Inn Donna Amadeo 15 Breakwater Rd Brewster, MA 02631-1311 www.captainfreemaninn.com Phone: 508-896-7481 Carruth House Heidi Kieffer-Higgins 30 Beaumont St Dorchester Center, MA 02124-5008 www.carruthhouse.com Phone: 617-436-8260

MICHIGAN Witt’s Inn & Cafe LLC Kathryn Wittenbach 2534 Alden Nash Ave NE Lowell, MI 49331-8578 Hackley-Holt House Bed & Breakfast Michelle Archambault 523 W Clay Ave Muskegon, MI 49440-1032 www.bbonline.com/mi/hhhbb/ Phone: 231-725-7303 White Swan Inn B&B Cathleen Russell 303 S Mears Ave Whitehall, MI 49461-1323 www.whiteswaninn.com Phone: 231-894-5169 MINNESOTA Olcott House David Vipond 2316 E 1st St Duluth, MN 55812-1807 www.olcotthouse.com Phone: 218-728-1339

Inn at The Oaks Pam Andersen PO Box 771 Eastham, MA 02642-0771 www.innattheoaks.com Phone: 508-255-1886

MISSOURI University Avenue Bed & Breakfast Brian Slind 1315 University Ave Columbia, MO 65201-5906 www.universityavenuebnb.com Phone: 573-499-1920

Cranberry Gardens Inn Meg Albert 105 High St Wareham, MA 02571-2053 www.bbonline.com/ma/cranberrygardens Phone: 508-295-9475

Ye Olde English Inn Janet Dailey 24 Downing St Hollister, MO 65672-5568 www.oldenglishinnhollister.com Phone: 417-544-9056

MARYLAND Tavern House Harvey Altergott PO Box 98 Vienna, MD 21869-0098 www.tavernhouse.com Phone: 310-376-3347

Walnut Street Inn Gary Blankenship 900 E Walnut St Springfield, MO 65806-2603 Phone: 417-864-6346

MAINE Wings Hill Inn Tracey Anderson PO Box 386 Belgrade Lakes, ME 04918-0386 www.wingshillinn.com Phone: 207-495-2400

MISSISSIPPI The Inn on Whitworth John Lynch 210 S Whitworth Ave Brookhaven, MS 39601-3343 www.innonwhitworth.com Phone: 601-9905097

Petals Bed and Breakfast LLC BJ Alston PO Box 1464 Kosciusko, MS 39090-1464 Phone: 662-744-2431 MONTANA Outlook Inn Bed & Breakfast Michelle Ahern PO Box 177 Somers, MT 59932-0177 Phone: 406-857-2060 NORTH CAROLINA Inn at South Harbour Village Garrett Albertson 5005 O’Quinn Boulevard Southport, NC 28461 www.southharbourvillageinn.com Phone: 910-454-7500

NEW MEXICO Cinnamon Morning B&B Sue Percilick 2700 Rio Grande Blvd NW Albuquerque, NM 87104-3228 www.cinnamonmorning.com Phone: 505-345-3541 Brittania & W. E. Estate Tammy Walden 701 Roma Ave NW Albuquerque, NM 87102-2038 www.maugerbb.com Phone: 505-242-8755 Parlor Car B&B Wendy Johnson PO Box 967 Chama, NM 87520-0967 Phone: 575-756-1946

West Oak B&B Mercedith Bacon 948 Richmond St Bryson City, NC 28713 www.smokeymountaincomputers.com/westoak Phone: 828-488-2438

Lazy K Ranch Lisa Kwas 27 Autumnwood Ct Edgewood, NM 87015-7866 www.geocities.com/lazykranchbandb Phone: 505-281-2072

Inn at Old Fort Dr. Chuck Aldridge PO Box 1116 Old Fort, NC 28762-1116 www.aldridgeforhouse.com Phone: 828-460-3438

Casa Del Gavilan Robyn Parris PO Box 518 Cimarron, NM 87714-0518 www.casadelgavilan.com Phone: 575-376-2246

NEW HAMPSHIRE Sunset Hill House Nancy Henderson 231 Sunset Hill Rd Sugar Hill, NH 03586-4233 www.sunsethillhouse.com Phone: 603-8235522

Casa Escondida Bed & Breakfast Belinda Bowling PO Box 142 Chimayo, NM 87522-0142 www.casaescondida.com Phone: 505-351-4805

Sun Valley Cottages Ava Doyle 686 Endicott St. North (Rt. 3) Laconia, NH www.sunvally.com Kancamagus Swift River Inn Joseph Beckenbach PO Box 1650 Albany, NH 03818-1650 www.swiftriverinn.com Phone: 603-447-2332 NEW JERSEY The Inn on Holly Bed and Breakfast Yvonne Giovannitti 120 W Holly Ave Pitman, NJ 08071-1407 theinnonholly.com Phone: 856-582 2251 Billmae Cottage Robert & Linda Steenrod 1015 Washington St Cape May, NJ 08204-1777 www.billmae.com Phone: 609-8988558 Asbury Ocean Beach Inn Chip Burroughs 404 Asbury Ave Asbury Park, NJ 07712-6103 www.asburyoceanbeachinn.com Phone: 732-539-8440

Cottonwood Inn Brantly Goodwin HC 74 Box 24609 El Prado, NM 87529-9548 Phone: 575-776-5826 NEW YORK 102 Brownstone Lizette Agosto 102 West 118th St, Suite 1 New York, NY 10026 Phone: 212-662-4223 East Village Bed & Coffee Anne Edris 110 Avenue C New York, NY 10009-5350 www.bedandcoffee.com Phone: 917-816-0071 Hamptons Brazil Guest House Heloisa Brandao 26 Royal St East Hampton, NY 11937-5011 www.hamptonsbrazilguesthouse.com Phone: 631-3245132 Tinkering Alton Alexander 774 Peru Rd Groton, NY 13073-8735 www.bbonline.com Phone: 607-898-3864

Inn at Silver Maple Farm Jodie Paris 1871 State Route 295 East Chatham, NY 12060-3409 www.silvermaplefarm.com Phone: 518-781-3600

The Inn at Table Rock B&B Karen Barton 117 Hiawatha Trl Pickens, SC 29671-9548 www.theinnattablerock.com Phone: 864-878-0078

PENNSYLVANIA Fox and Hound Inn Bed and Breakfast of New Hope PA Lisa Menz 246 W Bridge St New Hope, PA 18938-1425 www.foxhoundinn.com Phone: 215-862-5082

TENNESSEE End Othe Bend Lodge & Landing Rachelle Anthony 2523 Miami Ave Nashville, TN 37214-1007 Phone: 615-884-8090

Ellmaker House Bed and Breakfast Verna Fisher 5380 Lincoln Hwy Gap, PA 17527-9619 www.ellmakerhouse.com Phone: 717-442-1142 Kanga House B&B Mary Jane Kretzing 6940 Carlisle Pike Mechanicsburg, PA 17050-8236 www.kanagahouse.com Phone: 717-766-8654 Christopher Kratzer House Bruce Baggett 101 E Cherry St Clearfield, PA 16830-2315 www.travelguides.com/bb/kratzerhouse Phone: 814-765-5024 Stone Manse Inn Myra Leonard 204 Limekiln Rd New Cumberland, PA 17070-2429 www.stonemanseinn.com Phone: 717-774-0999 The Railroad House Raphael Aguon 280 W Front St Marietta, PA 17547-1405 www.therailroadhouse.com Phone: 717-426-4141 Trade Winds Bed & Breakfast Marjorie Amrom 943 Lombard St Philadelphia, PA 19147-1239 www.tradewindsbedandbreakfast.com Phone: 215-592-8644 RHODE ISLAND Bradford-Dimond-Norris House B&B Suzanne Adams 474 Hope St Bristol, RI 02809-1808 www.bdnhouse.com Phone: 401-253-6338 SOUTH CAROLINA The Amethyst Inn Ellen Evans 4870 Highway 11 Pickens, SC 29671-9563 www.theamethystinn.com Phone: 864-878-6771 Rice Hope Plantation Inn Lou Edens 206 Rice Hope Dr Moncks Corner, SC 29461-9781 www.ricehope.com Phone: 800-569-4038

River Piece Inn Bob Allen PO Box 6872 Pigeon Forge, TN 37864-6872 Phone: 423-Pigeon Forge TEXAS Victorian Bed and Breakfast Genie Alfano 705 Teague St Navasota, TX 77868-3935 Phone: 936-825-1011 White Oak Manor Bed and Breakfast Tammy Doriot 502 E Benners St Jefferson, TX 75657-2438 www.bedandbreakfastjeffersontx.com Phone: 903-665-8185 VIRGINIA Greene Mountain Inn Michelle DiGruttolo 3625 Spotswood Trl Stanardsville, VA 22973-2634 www.greenemountaininn.com Phone: 434-985-1121 Williamsburg Sampler B&B Inn Ike Sisane 922 Jamestown Rd Williamsburg, VA 23185-3917 www.williamsburgsampler.com Phone: 757-253-0398 The Inn at Tabbs Creek Lori Dusenberry PO Box 165 Port Haywood, VA 23138-0165 www.innattabbscreek.com Phone: 804-725-5136 Bella La Vita Inn LLC Lisal Kayati 582 New Haven Rd SE Floyd, VA 24091-3896 www.bellalavitainn.com Phone: 540-745-2541 VERMONT Moose Meadow Lodge Willie Docto 607 Crossett Hl Waterbury, VT 05676-9598 www.moosemeadowlodge.com Phone: 802-244-5378 Weathertop Mountain Inn Lisa Lang PO Box 1540 Waitsfield, VT 05673-1540 www.weathertopmountain.com Phone: 802-496-4909

summer 2011 • innkeeping quarterly • 35

Deerhill Inn Ariane Burgess PO Box 136 West Dover, VT 05356-0136 deerhillinn.com Phone: 802-464 3100

Elmwood Guest House Sandy Lathem 42 Elmwood Ave Burlington, VT 5401 www.elmwoodguesthouse.com Phone: 802-540-0466

Brandon Inn Sarah Pattis 20 Park St Brandon, VT 05733-1122 www.brandoninn.com Phone: 802-247-5766

Magnolia House B&B Joan Adkins 757 Maple Ave New Martinsville, WV 26155-1464 www.magnoliahousebnb.com Phone: 304-455-4440

The Parker House Inn and Bistro Alexandra La Noue-Adler PO Box 780 Quechee, VT 05059-0780 www.theparkerhouseinn.com Phone: 802-295-6077

Spirit Hill Farm Virginia Vogel 137 Hale Rd Brattleboro, VT 05301-9375 www.spirithillfarm.com Phone: 802-254-6829

Vendors

Bears Lair Inn Carolyn Cook 4583 Mountain Rd Stowe, VT 05672-4802 bearslairinn.com Phone: 802-253-4846

Henry House B&B Nancy Lively RR 1, Box 214 Murphy Road North Bennington, VT 5257 www.henryhouseinn.com Phone: 802-442-7045

WASHINGTON Stone Creek Lodge Sandy Altman 38624 State Route 706 E Ashford, WA 98304-9742 www.stonecreeklodge.net Phone: 306-569-2355

Waitsfield Inn Vickie Walluck PO Box 969 Waitsfield, VT 05673-0969 www.waitsfieldinn.com Phone: 802-494-3979

The Inn At Sawmill Farm Jill Byarm 7 Crosstown Road West Dover, VT 5356 www.theinnatsawmillfarm.com Phone: 802-4648131

Hob Knob Inn & Restaurant Barbara Fisher PO Box 3363 Stowe, VT 05672-3363 www.hobknobinn.com Phone: 802-253-8549

Henry House Inn Frank Lento 1338 Murphy Rd North Bennington, VT 05257-9651 www.henryhouseinn.com Phone: 802-442-7045

Fair Haven Guest House Gisela Baumann 1 4th St Fair Haven, VT 05743-1109 Phone: 802-265-8882

Taraden B&B Nannette Lowary 183 Park St North Bennington, VT 05257-9533 www.taraden.com Phone: 802-447-3434

innkeeping 36 • innkeeping quarterly quarterly • summer • summer 2011 2011

Stone Creek Inn Christine Beito 756 Bryant Ave Walla Walla, WA 99362-9322 www.stonecreekmanor.com Phone: 509-593-4770 Trumpeter Inn B&B Geoff Andres 318 Trumpeter Way Friday Harbor, WA 98250-7203 www.trumpeterinn.com Phone: 360-378-3884 WISCONSIN At The Waters Edge B&B Kari Anderson N7136 State Highway 42 Algoma, WI 54201-9702 www.atthewatersedgebnb.com Phone: 920-203-9584 WEST VIRGINIA Sleepy Creek Mountain Inn Dale Winstead 877 Winstead Rd Berkeley Springs, WV 25411-3827 www.sleepycreekmountaininn.com Phone: 304-258-0234

Exchange Bank Sherill Stockton PO Box 403 Santa Rosa, CA 95402-0403 stocktons@exchangebank.com www.exchangebank.com Phone: 707-521-3753 Third Millenium Marketing George Newman 639 Park Rd West Hartford, CT 06107-3443 paii2011@inns.net www.inns.net Phone: 860-521-5151 Sobel Westex Customer Service 2670 Western Ave Las Vegas, NV 89109-1112 csc@sobelwestex.com www.sobelwestex.com Phone: 702-836-2348 BedInABox.com Janet Ketron 414 Industrial Park Rd Piney Flats, TN 37686-4419 jketron@bedinabox.com www.bedinabox.com Phone: 423-431-8212

LIFETIME MEMBER

Bright Morning Inn West Virginia Mountains 8 Rooms – Restaurant Skiing and Outdoor Recreation For Sale By Owner New Price – $595,000

Barclay Cottage Virginia Beach, Virginia 5 Guest Rooms Exceptional Beach Location 2 Blocks from Everything! $900,000 Turnkey

The Watson House Chincoteague Island, Virginia 2 suites & 3 rooms Enchanting Resort Island National Seashore/Wildlife Refuge $619,000 Turnkey

The Hummingbird Inn Virginia's Shenandoah Valley 5 Guest Rooms Spacious Owner's Quarters 30 Minutes to Lexington, VA $599,000 Turnkey

Maple Hall Historic Lexington, Virginia Full Service Country Inn 20 Guest Rooms / Suites Location! Location! Location! $1,550,000 Turnkey

White Fence B&B Shenandoah Valley of VA 2 Suites and 2 Cottages 3+ Park-like Acres Skyline Drive – Luray Caverns New Price – $525,000 Turnkey

Summerfield Inn Historic Abingdon, Virginia 7 Guest Rooms Wonderful Innkeeper’s Quarters Walk to Theater & Restaurants Reduced – $950,000

Thomas Shepherd Inn Shepherdstown, West Virginia 6 Room Select Registry Inn Spacious Owner’s Quarters For Sale By Owner $995,000 Turnkey

Dragon Run B&B Virginia’s Tidewater Region 5 Guest Rooms 1913 Farm House, 5+ acres Commercial Kitchen $525,000

TMG, Inc. ~ Virginia Inn Brokers Bed & Breakfast Consultants “Pete” Holladay 540-463-6688 599 Fox Hunt Rd, The Lost Dog Berryville, Virginia 3 Guest Rooms Expansion Possibilities An hour from Washington New Price – $599,000

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The Highland Inn Virginia’s Western Highlands 17+ Guest Rooms / Suites Historic Country Inn Priced To Sell! $795,000