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OUT OF SEASON BOOKINGS BOOSTING YOUR CHANCE OF OCCUPANCY OUT OF SEASON

THE HEART OF SCOTLAND We look inside an award-winning guest house in Perthshire

PLUS! BOOST YOUR WI-FI

WE EXAMINE THE BENEFITS OF A WI-FI MESH SYSTEM

UK’S FIRST

LUXURY

B&B MAGAZINE WWW.LUXURYBBMAG.CO.UK • ISSUE 31 • OCTOBER 2018


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Welcome +RZGR\RXGHČ´QHDOX[XU\% %"7KHUHDUHPDQ\ variables, but to including price as one of these is H[FHVVLYHO\UHVWULFWLYH)RUH[DPSOH\RXPLJKWVXJJHVW a broad range of room prices upwards of ÂŁ100 yet WKHUHDUHSOHQW\RXWWKHUHSURYLGLQJDJXHVWH[SHULHQFH FOHDUO\VXSHULRUWRWKDWRÎ?HUHGE\WKHDYHUDJHVHDVLGH WRZQ% %IRUSHUKDSVeRUe 7KHGHČ´QLWLRQZHXVHLVDKLJKVWDQGDUGRIDFFRPmodation accompanied by a committed approach E\WKHKRVWVWRGHOLYHUDZRZIDFWRUDQH[SHULHQFH QRWLFHDEO\DERYHWKHQRUPWRHYHU\JXHVW Now we are launching a membership scheme that ZLOOIRUPDOO\UHFRJQLVHDQGHQGRUVHOX[XU\% %VLGHQWLI\LQJWKHDWWULEXWHVWKDWGHČ´QHWKLVQLFKHVHFWRUDV VXPPDUL]HGLQWKDWGHČ´QLWLRQ VHHSDJH  Associated with this initiative is the launch of our Luxury Bed & BreakfastDZDUGVSURJUDPPH:KHQΖZDV Č´UVWWRRNXSWKHUROHDVWKHHGLWRURIWKHPDJD]LQHRQH \HDUDJRΖKDGP\Č´UVWLQVLJKWLQWRWKHVSHFWDFXODUVHFtor I was going to get to know dedicated to the pursuit RIH[FHOOHQFH %H\RQGWKHOX[XU\% %VHFWRUΖFRXOGVHHDZLGHU hospitality market whose best performers were recognised by various awards, among them the prestigious Eviivo awards, and the esteemed Independent Hotel 6KRZDZDUGV:KDWZDVFRQVSLFXRXVE\LWVDEVHQFH however was an awards programme dedicated to the PHULWVRIWKHOX[XU\% %VHFWRU :HDUHQRZLQYLWLQJRZQHUVRIOX[XU\% %VLQWKH8. WRSDUWLFLSDWHLQRXUDZDUGVSURJUDPPH6HHSDJH DQGORRNRXWIRUIXUWKHUGHWDLOVLQQH[WPRQWKȇVLVVXHRI the magazine!



NEWS

4

12

Industry news from around the UK



14



18



24



28



32

 

COMMENT B&B Association chairman David Weston

OUTDOOR SPEAKERS What considerations must you make for all-weather outdoor speakers?

B&B PROFILE A look inside the highly acclaimed Craigmhor Lodge & Courtyard in Pitlochry, Perthshire

GLASS WASHING Insight from two leading hospitality washer brands on techniques behind washing glasses

OUT OF EDEN Holly Alderson gives tips on optimising occupancy out of season

BOOSTING WI-FI REACH We look at the advantages of a mesh system and trial the LinkSys Velop

36

OTA FIGHTBACK



<YRQQH+DOOLQJRXWOLQHVKRZ\RXFDQČ´JKWEDFNVXFFHVVIXOO\  against the online travel agents



40

INSURANCE RENEWALS Steps you can take to get the best insurance deal when you see your premiums are rising

32

Bill Lumley

Editor

14


- News -

LUXURY BED & BREAKFAST ANNOUNCES MEMBERSHIP SCHEME Luxury Bed & Breakfast magazine is launching a membership scheme for owners of luxury B&Bs. Editor Bill Lumley gives DWDVWHRIWKHSURPRWLRQDOEHQHČ´WVDQG opportunities it promises to deliver The Luxury Bed & Breakfast membership scheme that we are now unveiling will help to encourage direct bookings, share market LQIRUPDWLRQDQGZLOOERRVWWKHSURČ´OHRIWKLV luxury market to wider public appeal. It will help set a standard for the disparate array of exceptional B&Bs across the UK and in the process elevate the opportunities for luxury B&B owners to market themselves more HÎ?HFWLYHO\WRDZLGHUQXPEHURIJXHVWV Eligibility for membership of the scheme will be judged by our team and awarded to successful applicants according to selected criteria demonstrating that they provide a high-quality experience in accommodation, breakfast and individual service. The luxury B&B sector is worthy of a higher and more widely appreciated level of recognition for its outstanding contribution to the premium guest experience, and we are taking on the task of addressing this by raising the SURČ´OHRIWKHVHFWRULQWKHSXEOLFČ&#x2021;VH\H Along the way we intend to generate greater SXEOLFDZDUHQHVVRIWKHEHQHČ´WVRIFRQWDFWLQJ the luxury B&B directly to make bookings. As and when your B&B has been accepted for membership, marketing materials will be provided for your own promotional purposes including an approval logo and other pertinent materials that will endorse your luxury operation.

member of the Luxury Bed & Breakfast team will visit your property to form a judgement accordLQJWRWKHJXHVWH[SHULHQFHRQRÎ?HU 2XURZQGHČ´QLWLRQRIDOX[XU\% %LVDKLJK standard of accommodation accompanied by a committed approach by the hosts to deliver a wow factor - an experience noticeably above the norm - to every guest. Of course, as the most important meal of WKHJXHVWČ&#x2021;VH[SHULHQFHEUHDNIDVWLWVHOIPXVW be of a premium standard, while furnishings DQGGHFRUQHHGWRUHČľHFWWKHOX[XU\DVSLUDtions and goals of the hosts. The criteria we will be considering will include a good standard of repair and decoration throughout the property; high standards of bedroom linen and furnishings; premium quality breakfast; and additional features that deliver a wow factor including individual and pertinent attention to guests on arrival and throughout their stay.

APPROVAL PROCESS We will inspect your B&B and If you pass our approval process, you will be part of the Luxury Bed & Breakfast approved membership programme. We will provide you with marketing material to highlight that you are part of the membership programme and will help with the sales and marketing of your business as part of our approved scheme.

MEMBERSHIP OF THE PROGRAMME WILL FEATURE: â&#x20AC;˘

Listing on our Approved Members page on the Luxury Bed & Breakfast website

â&#x20AC;˘

Subscription to the magazine for 12 months

â&#x20AC;˘

A Q&A interview to feature on the www. luxurybbmag.co.uk website

â&#x20AC;˘

)UHHČ´UVWLPSUHVVLRQDGYLFHVHUYLFHDQG additional marketing and advertising advice on B&B visit

DEFINING LUXURY There are many B&Bs that provide a luxury experience to their guests without feeling the need to resort to mainstream but worthy asVHVVPHQWSURJUDPPHVVXFKDVWKH$$Č&#x2021;VLQVSHFtion and quality assurance star rating system. We will therefore not be excluding properWLHVWKDWKDYHQRWTXDOLČ´HGIRUVXFKVWDUUDWings, but instead will judge each B&B according to the level of accommodation, facilities and service provided on an individual basis. Upon signing up to be assessed as to your eligibility for membership, a member or associate

â&#x20AC;˘

Two individual category entries into our New 2019 Luxury Bed & Breakfast magazine awards Luxury Bed & Breakfast - 4 - October 2018

For an additional charge luxury B&Bs can participate in our Mystery Sleeper programme, whereby we will come and stay DW\RXU% %ZLWKRXWDQ\VWDÎ?NQRZLQJDQG report on our experience. This will include website experience, phone experience, how easy it was for guests to Č´QGLQUHODWLRQWRWKHJLYHQDGGUHVVDQGDQ\ associated instructions, customer service, bedroom, bathroom and breakfast. We will analyse everything and anything on which you want us to focus. We will then provide you with a full and detailed report that will not be for publication (unless you want it to be published) nor DÎ?HFW\RXU$SSURYHG0HPEHUVKLSEXWZKLFK will give you a real insight into your B&B and perspective on just how it is being run. For an additional charge we will produce an annual magazine for your B&B. This will include a write up of attributes of your property and feature updates of details of attractions in and around your area and activities that your visitors may wish to undertake. This publication will of course make your B&B more personal. You can use this personalised magazine to promote breakfast times and other useful information about your B&B. We can also include local paid for advertising or articles to help you subsidize the cost or HYHQPDNHDSURČ´W For further information or to apply for membership of the Luxury Bed & Breakfast scheme please contact Frankie Butler: frankie.butler@jld-media.co.uk or call 01737 852342.


- News -

Luxury Bed & Breakfast Magazine Launches Excellence In Luxury Service Awards Luxury Bed & Breakfast Magazine is proud to announce the launch of the 2019 Excellence in Luxury Service Awards. We will be inviting submissions for the inaugural awards, the purpose of which is to encourage the pursuit of excellence in the GHOLYHU\RIȴUVWFODVVVHUYLFHWRYLVLWRUVWR luxury B&Bs. The winners will be announced at an awards ceremony to be staged in Spring next year before the busy Easter season. Awards categories will cover categories including: • Customer service • Premium booking experience • Use of capital investment in renovation • Premium quality Breakfast • Use of local produce • Bedroom furnishings • Best use of technology • Bathroom standards and facilities • Overall luxury experience • Most tasteful restoration. Technology is an integral part of the overall service you provide your guests and the best use of technology will be judged on whatever practical facility you may provide that ensures the delivery of an extraordinarily positive experience for your guests. There will be additional categories for WKRVHR΍HULQJH[WUDIDFLOLWLHVLQFOXGLQJ wedding reception venues, gyms, spas and saunas, restaurants and a category for unlisted quirk that takes the venue into a luxury league by itself. Summarising the membership evalua-

B R I N G I N G T H E I N D U S T R Y TO G E T H E R

tion process sales manager Frankie Butler SLFWXUHG VDLGȊ:HZLOOEHORRNLQJȴUVW and foremost for a high level of hospitality integral to and representative of the luxury B&B category. High on the agenda will be comfort and cleanliness, an outstanding breakfast, appropriate levels of guest privacy and attention to detail in furniture and furnishings that are in keeping with the style of the property. In addition to providing exceptional service, hosts should demonstrate a helpful manner and a high level of local knowledge.” 7KHȴQDOOLVWRIDZDUGVIRUWKHHYHQW LVEHLQJȴQDOLVHGWKLVPRQWK For further information or details on applying for an award please contact Frankie Butler: frankie.butler@jld-media.co.uk. a.co.uk. co.uk. If you have any particular thoughts on additional categories you feel would UHȵHFWWKHXQLTXHQDWXUHRI the luxury B&B sector please e feel free to contact the editor orr Bill Lumley by email at bill. lumley@jld-media.co.uk or phone 01737 852345. Luxury Bed & Breakfast - 5 - October 2018


- News -

EDITOR

Bill Lumley bill.lumley@jld-media.co.uk 01737 852 345 CONTRIBUTING EDITOR

Caroline Sargent 07076 362082 CONTRIBUTING EDITOR

Matthew Attwood 01737 852 345 NORTHERN IRELAND EDITOR

Francis Higney 01737 852 345 SALES MANAGER

Frankie Butler frankie.butler@jld-media.co.uk 01737 852 342 DESIGN & PRODUCTION

Stuart West stuart.west@jld-media.co.uk 01737 852 343 DESIGN & PRODUCTION

Ryan Goble 01737 852 341 PUBLISHING DIRECTOR

Helen Richmond helen.richmond@jld-media.co.uk 01737 852 344 No part of this publication may be reproduced, or transmitted in any form or by any means, electronic or mechanical including photocopying, recording, or any information storage or retrieval system without the express prior written consent of the publisher. We regret we cannot be liable for the safe custody or return of any solicited or unsolicited material. Contributors are advised to keep copies of all materials submitted. The opinions and views expressed in Luxury Bed & Breakfast are not necessarily those of JLD Media. Being subject to the Advertising Standards Authority guidelines in place at the time of going to press, all data submitted by advertisers and contained in their advertising copy is accepted by JLD Media in good faith. Luxury Bed & Breakfast is available on subscription. UK & Ireland ÂŁ65; Overseas ÂŁ98. Luxury Bed & Breakfast is published monthly. Printed by Stephens & George Ltd

Luxury Bed & Breakfast JLD Media, 25 Clarendon Road, Redhill, Surrey RH1 1QZ www.luxurybbmag.co.uk All rights reserved Š JLD Media 2018

Be My Guest announces new partnerships Be My Guest, a series of one-day, free-to-attend business development events for independent accommodation providers, has announced a partnership with Business Lincolnshire. The regional business group expects the arrangement to help hospitality accommodation-focused SME businesses in their network when the roadshow arrives in Skegness on 13 November. Be My Guest director Jim Curry said: â&#x20AC;&#x153;Business Lincolnshire joins a roster of prestigious partners for our show in Skegness including Google, The AA and Expedia.â&#x20AC;? Talking about the partnership, Samantha Harrison, Head of the Business Lincolnshire Growth Hub said: Č&#x160;:HDUHGHOLJKWHGWREHDEOHWRRÎ?HUORFDOEXVLQHVVHV the opportunity to learn from other businesses in the hospitality sector and gain digital skills from an expert Google team.â&#x20AC;? As mentioned, delegates at Be My Guest events FDQEHQHČ´WIURPIUHHWUDLQLQJDQGVHPLQDUVDQGWKH\ will be able to attend free digital masterclasses held by event partner Google Digital Garage. Google UK & Ireland managing director Ronan Harris said: â&#x20AC;&#x153;In the digital age, a basic understanding of how the online world works is useful and when it FRPHVWREXVLQHVVLWČ&#x2021;VHVVHQWLDO:HDUHGHOLJKWHGWR bring the Google Digital Garage to Torquay, Carlisle and Skegness and ensure everyone has access to free digital skills workshops and 1:1 coaching. We hope you'll pop in and get the skills you need to become PRUHFRQČ´GHQWRQOLQHJURZ\RXUFDUHHURUEXVLQHVV and maybe even launch the next big idea.â&#x20AC;? The events also host a marketplace with international and local businesses showcasing their products and services to help accommodation providers improve their margins. In addition to the new partnership with Business Lincolnshire in Skegness, Be My Guest has struck a deal with Visit Lincs Coast BID company and is working with them for the Lincolnshire Coast edition on the 13 November. Manager of Lincolnshire Coastal Destination BID (Visit Lincs Coast) Lisa Collins said: â&#x20AC;&#x153;We are delighted to be working with Be My Guest to bring this new roadshow to the Lincolnshire Coast, we are seeing continued growth and investment in the area, as well as an increase in higher quality accommodation across the board. â&#x20AC;&#x153;This event allows businesses to come along, meet exhibitors, attend informative seminars as well as network with other local businesses in the tourism LQGXVWU\:HKDYHVXFKDGLYHUVHRÎ?HURIDFFRPPRdation and attractions in the area and we feel the URDGVKRZRÎ?HUVVRPHWKLQJIRUHYHU\RQHČ&#x2039;

In this Autumn series of Be My Guest events AA +RWHODQG+RVSLWDOLW\6HUYLFHVLVRÎ?HULQJGHOHJDWHVD GLVFRXQWRQČ´UVWWLPHDSSOLFDQWWRWKHLU4XDOLW\ Assessment Scheme courtesy of the subsidy invested by the Be My Guest management team. The Be My Guest team have funded a similar discount on the VisitEngland Assessment Scheme and they will be talking to people about the rich depth of business support they can give accommodation owners including a show-only discount on the Pink Book which is a must read for businesses wanting to be on the front foot when it comes to regulations. Expedia, Cottages.com, Interhome, Glampsites.com and Freetobook will be at all the shows looking for new ways for accommodation business to gain more bookings and increase revenues of their business. Be My Guest spokesman Jim Curry added: â&#x20AC;&#x153;We are really pleased to welcome EnviroVent who are booked for all shows. In the rise of self-catering and holiday rentals, this company is leading the way to ensure that the air quality and the integrity of the building is intact through the avoidance of damp and stale conditions. Similarly, Codelocks, will be showcasing their products to ensure that the guest and host safety and security is of the highest standards. â&#x20AC;&#x153;At Skegness, we will be hosting a Farmers Market for the visitor to talk to local food and drink providers and enforce our commitment to support local businesses. Alongside the market will be established food networks like Nestle and Blakemore Foodservices ZKLFKFRYHUDQDUUD\RIRÎ?HULQJV Č&#x160;:HDOVRKDYHDKRVWRIČ´QDQFLDODQGOHJDODGYLVRUV who are there to help businesses push forward including Cumberland Building Society and Sills& Betteridge LLP. â&#x20AC;&#x153;The technology players are also coming to the Be My Guest events. Regalo will be at the Carlisle event and will be showing accommodation businesses how voucher platforms and gifting can bring new revenues and new customers to the property whilst Genius Wi-Fi will be demonstrating how even small properties can take advantage of Wi-Fi solutions for guests which provide an income.â&#x20AC;?

Luxury Bed & Breakfast - 6 - October 2018


- News -

Positive feedback Feedback from many of the delegates at this yearâ&#x20AC;&#x2122;s events so far have been positive. At the South West event in Torquay earlier this month exhibitors reported high levels of interest LQWKHLURÎ?HULQJVZKLFKUDQJHGIURPIUHVKSRUNVDXVDJHVDQG premium jams to direct booking facilities. As with all Be My Guest events there were speaker sessions held alongside the exhibition hall that were packed throughout the day, ZLWKDORFDOČľDYRXUWRWKHRFFDVLRQV7KHČ´UVWSUHVHQWDWLRQDWWKH Torquay event was made by Carolyn Custerson of English Riviera %Î&#x2013;'&RPSDQ\HQWLWOHG(QJODQGČ&#x2021;V6HD)RRG&RDVW7KLVZDVIROORZHG by a presentation by VisitEngland business support manager Vicky Parr, who ran through all the projects and business support initiaWLYHVWKHDJHQF\LVRÎ?HULQJWRKHOSKRVSLWDOLW\EXVLQHVVHVJURZ ([SHGLD*URXSČ&#x2021;V.ULVKDQ.DGRGZDODWKHQGHOYHGLQWRWKHGDWDRI businesses in the region conveying insights and trends in performance of the market. Two presentations were then given by Google Digital Garage on marketing and digital advertising for the UK hospitality sector. This was followed by two sessions on glamping from glamping JXUX.DWH0RUHODQGJODPSVLWHFRPČ&#x2021;V/HRQD0LOOV B&B Business Success Coach Yvonne Halling then made a well-atWHQGHGSUHVHQWDWLRQHQWLWOHG.HUFKLQJWKHFDVKČľRZGHPRQVWUDWLQJ

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to delegates a way of adding at least, she promised, 25% to their UHYHQXHLQRQH\HDUDQGEHDWLQJWKHFDVKČľRZEOXHV B&B Association chairman and Luxury Bed & Breakfast magazine contributor David Weston then delivered a session entitled Bed and Brexit, walking delegates through the opportunities and challenges for accommodation businesses in 2019. Č&#x160;%ULWDLQČ&#x2021;VEULOOLDQW% %VDUHSURXGWRSURYLGHDZDUPSHUVRQDO ZHOFRPHLQGLYLGXDOLW\DQGRIFRXUVHDJUHDW%ULWLVKEUHDNIDVWWR visitors, for over 50 million guest-nights a year. None of that will change next year,â&#x20AC;? he said. As Luxury Bed & Breakfast magazine was going to press, even beIRUHWKHRÉ?FLDORSHQLQJWLPHRIWKH1RUWK:HVW%H0\*XHVWHYHQW in Carlisle, crowds of delegates were turning up to the show in even greater numbers than the previous event in Torquay. The momentum behind the event has grown strongly throughout WKHČ´UVW\HDURI%H0\*XHVWHYHQWVZLWKWKHORFDOIRFXVSURYLQJWR be a remarkable success.

BE MY GUEST EVENTS Lincolnshire coast edition â&#x20AC;&#x201C; 13 November 2018 South Coast edition â&#x20AC;&#x201C; 19 February 2019 Yorkshire & Humber edition â&#x20AC;&#x201C; 5 March 2019 Welsh edition â&#x20AC;&#x201C; 9 April 2019 For your free ticket to attend any of the Be My Guest events click here www.bemyguest.live/attend

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Luxury Bed & Breakfast - 7 - October 2018


- News -

RECIPE TECHNOLOGY DELIVERS ALLERGEN COMPLIANT RECIPES AND MENUS Hospitality market software provider Caternet and digital menu-publishing platform Ten Kites have this month announced a new strategic partnership in a bid to revolutionise menu and recipe deployment for the hospitality and catering industry. The two companies have combined both of their platforms to deliver "cutting edge technology," connecting hospitality businesses with live, allergen and nutrition-compliant recipes and menus and deploying these across all devices, channels and apps in just one click. The partnership crucially aims to improve safety and communication at all stages of the supply. They claim the integration of the two platforms will allow B&B owners to update daily menus and recipes while automatically sharing critical metrics with their own customers via mobile apps, websites and across social media platforms to help remove wasted time spent manually updating websites and other channels when menus change. The issue of allergens and the importance of food labelling have recently been highlighted with news of the fatality of two customers and a number of other cases of severe reactions after suspected allergic reactions have highlighted the importance of food labelling. Î&#x2013;QRQHFDVHDZRPDQQHDUO\GLHGDIWHUVXÎ?HULQJDQDQDSK\ODFWLF reaxction from a baguette in October 2015. Speaking about the partnership Ollie Brand, head of marketing and innovation at Caternet explained: â&#x20AC;&#x153;Our partnership with Ten Kites is a logical step. The platform naturally integrates with our own system but takes it a step further from a deployment perspective. Clients can now store their recipes, which are automated to calculate the nutritional information and allergens per serving, and in just one click the system automatically updates the information that goes onto the menu before simultaneously updating all of the channels a customer may come into contact with, whether via a website, social platform or an app.â&#x20AC;? Alex Marsh, COO at Ten Kites commented: â&#x20AC;&#x153;We are big believers in making technology work harder for catering operations. We want organ-

isations to focus on what really matters, providing a great experience for their guests. An informed customer always enjoys a better experience and our partnership with Caternet further extends the number of RSHUDWLRQVZHDUHDEOHWRVXSSRUWÎ&#x2013;WČ&#x2021;VDOVRJUHDWWREHZRUNLQJDORQJside a company that shares so many of our own ethics and values.â&#x20AC;? Ensuring consistency of allergens updates across multiple channels in real time also gives greater peace of mind to hospitality and FDWHULQJČ´UPV+DYLQJLPPHGLDWHDFFHVVWRFXUUHQWPHQXVDQG nutritional information also means that customers can review food RSWLRQVVSHFLČ´FWRWKHLURZQGLHWDU\UHTXLUHPHQWVZKHWKHUWKH\ are watching their calorie intake and looking for healthier choices or are searching for something more protein heavy after a workout, accurate content is but a click away.

Revenue streams app launched for Hospitality Retail An iPhone and iPad app allowing luxury B&Bs to sell products to guests is being launched at the Independent Hotel Show on 16-17 October. DLAppTap purports to enable hotels to capitalise on new revenue streams, achieve ROI from refurbishments and improve and provide higher levels of â&#x20AC;&#x153;guest-centric servicesâ&#x20AC;?. The hospitality-focused tool is an extension of the soon-to-be-launched DesignLife App, developed to showcase residential products. The developers say the app becomes a platform for individual hospitality venues WKDQNVWRHQFRGHG1HDUČ´HOG&RPPXQLcation (NFC) labels, which are discreetly attached to items available for purchase. After downloading DLAppTap, guests

FDQYLHZWKHVSHFLČ´FDWLRQVPHDVXUHPHQWV costs, lead times, shipping and payment options for any labelled item they â&#x20AC;&#x153;tapâ&#x20AC;? with their mobile devices. Purchases can be added to their guestroom bills. Orders are automatically sent to manufacturers, with the B&B receiving 25% commission. â&#x20AC;&#x153;Hotels are the shopping centres of the future,â&#x20AC;? says Jane Moriarty, founder of DesignLife Associates, Ltd. and marketing director of DLAppTap. â&#x20AC;&#x153;This technology is set to revolutionise the retail aspect of hospitality.â&#x20AC;? Visitors to the Independent Hotel Show can test the app for themselves at the Hotel Room of the Future exhibit conceived by 7ZRČ&#x2021;V&RPSDQ\Î&#x2013;QWHULRU'HVLJQ

Luxury Bed & Breakfast - 8 - October 2018

16 â&#x20AC;&#x201C;17 O C T O B E R 2 0 1 8 O LY M P I A L O N D O N For more information on the Independent Hotel Show 2018 and to register to attend for free, visit www.independenthotelshow.co.uk


- News -

UK tourist spend tops ÂŁ1 billion Visitors spent more than ÂŁ1 billion in Britain last year as a result of activity by national tourism agency VisitBritain/VisitEngland, according to Č´JXUHVSXEOLVKHGHDUOLHUWKLVPRQWKE\ VisitBritain/VisitEngland. 7KHWRXULVPDXWKRULW\FODLPVWKHČ´JXUH means that for every pound invested in the agency, visitors spent ÂŁ25 in Britain. In addition to UK Government investment, the agency said it had attracted ÂŁ13 million of investment in cash and in-kind from commerFLDOSDUWQHUVDQGGHOLYHUHGePLOOLRQSURČ´W from its online shop, which is reinvested into its activities to grow the value of tourism. The results were announced at the agenF\Č&#x2021;VDQQXDOUHYLHZDQGIROORZVWURQJJURZWK in 2017 for inbound tourism. VisitBritain forecasts that it will beat its ambition of 40m inbound visits by 2020 this year. Brits have also been taking more holidays at home with visits and spend up by 6% in 2017. UK Minister for Tourism Michael Ellis said: Č&#x160;%ULWDLQČ&#x2021;VWRXULVPLQGXVWU\LVERRPLQJ/DVW year was a very strong year for domestic and inbound tourism, with tens of billions of pounds going into our economy. The government, alongside VisitBritain/VisitEngland, is working with the sector to build on this success with an emphasis on attracting major business events and investing in local tourism

projects through the Discover England Fund. "Tourism shows the world the best of our nation. As we approach the UK's exit from the European Union, we are absolutely committed to helping the industry continue to grow, promoting the country as a must-visit destination and ensuring that local commuQLWLHVEHQHČ´W British Tourist Authority chairman Steve Ridgway CBE, former chief executive of Virgin Atlantic Airways, said tourism in the UK was one of our growth industries, growing at a rate faster than the digital industries and continuing to attract overseas investment. +HVDLGČ&#x160;7RXULVPLVWKHFRXQWU\Č&#x2021;VVKRS window to the world. A ÂŁ127 billion powerhouse which continues to deliver for the British economy, creating jobs and driving economic growth right across the country. Our third largest service export, tourism needs no trade deals to prosper. Britain is already competing strongly in our most valuable visitor source markets such as the US and in markets that are crucial for our future including China.â&#x20AC;? +HDGGHGČ&#x160;:HIDFHDQXPEHURIVLJQLČ´FDQWFKDOOHQJHVWKHPRVWLPSRUWDQWWKH8.Č&#x2021;V departure from the European Union. Whilst ZHDGGUHVVWKHLQLWLDOČľXFWXDWLRQVLQFXUrency and EU worker concerns, we soon will need to deal with the longer-term realities.

Luxury Bed & Breakfast - 9 - October 2018

We want to ensure that the future relationship keeps our borders as frictionless as possible for visitors, our aviation as connected as ever, and our economic stability on track â&#x20AC;&#x201C; because tourism depends on this.â&#x20AC;? Domestic tourism in England had also seen success from the growth in holidays to more frequent short-breaks. Domestic tourism accounted for almost 80% of all tourism activity and ÂŁ70 billion was spent by domestic tourists in England last year, supporting millions of jobs. â&#x20AC;&#x153;While these are good results we still see DWUDGHGHČ´FLWZLWKPRUHVSHQWRYHUVHDVE\ British tourists than inbound visitors spend in %ULWDLQDQGPDQ\\RXQJSHRSOHČ´QGLQJLWHDVLHUWRMXPSRQDFKHDSČľLJKWDQGKHDGHOVHwhere than discover this country. We want to reverse this, to make our industry more productive and see even stronger growth. â&#x20AC;&#x153;And there are real opportunities to imSURYHWRXULVPČ&#x2021;VSURGXFWLYLW\DQGWRH[WHQG the season year-round. Addressing these would drive additional visitor spending and also help with structural issues faced by small EXVLQHVVHVLQFOXGLQJVWDÎ?UHWHQWLRQČ&#x2039;KHVDLG +HLVOHDGLQJWKHWRXULVPLQGXVWU\Č&#x2021;VELGIRU DVHFWRUGHDOXQGHUWKH8.*RYHUQPHQWČ&#x2021;V Industrial Strategy which would help the industry face Brexit with increased resilience while boosting its productivity.


- News -

Raised music tariffs threaten B&Bs Trade association UKHospitality has warned the independent hotel and B&B sector that proposed increases on recorded music WDULÎ?VXQGHUFRQVXOWDWLRQZRXOGKDYHD VLJQLČ´FDQWHÎ?HFWRQWKHKRVSLWDOLW\VHFWRU The trade body has submitted a response WR3KRQRJUDSKLF3HUIRUPDQFH/LPLWHGČ&#x2021;V (PPL) consultation on proposed changes to the Specially Featured Entertainment (SFE) WDULÎ?DSSOLFDEOHWRSXEVEDUVQLJKWFOXEVDQG hotels. Proposed increases in the fee itself could see PPL bills increasing by as much as 470% for many venues. UKHospitality chief executive Kate Nicholls said: â&#x20AC;&#x153;Under some of the proposed changes, YHQXHVFRXOGH[SHFWWRVKRXOGHUDWKUHHČ´Jure percentage increase on the basic per person fee level at a minimum. Additionally, PPL is also proposing a change in structure WKDWLVEDVHGRQDYHQXHČ&#x2021;VFDSDFLW\UDWKHU than actual attendance. This means that pubs, bars or nightclubs could be charged for a full venue even if they are over half empty, which could raise costs even higher. Č&#x160;6LJQLČ´FDQWIHHLQFUHDVHVZLOOEHFULSSOLQJ for many businesses. The proposed change in fee structure would not just hit large nightclubs and bars, it will also spell trouble

for pubs who want to host a weekly disco or other businesses wishing to play specially featured music,â&#x20AC;? she said. UKHospitality has been liaising with PPL and raising its concerns, she said, and the association is hopeful that it can continue WRZRUNZLWKWKHPWRDYRLGDVLJQLČ´FDQWFRVW increase for the sector. Earlier this year the Performing Rights Society (PRS) and Phonographic Performance Limited (PPL) proposed a merger to form a joint venture, PPL-PRS, which is now contacting B&Bs throughout the UK to enforce payment for music licences. Any B&B owners may be liable to pay an annual licence of ÂŁ105 if their guest bedrooms have TVs or if there are areas on-site where background music is audible. Chairman of the B&B Association David Weston told Luxury Bed & Breakfast magazine: â&#x20AC;&#x153;PRS-PPL have the legal right to charge license fees of all businesses, and have for many years as two separate organisations. They are now merging. We and the BHA QRZ8.KRVSLWDOLW\KDGQHJRWLDWHGWDULÎ?V ZLWKWKHPIRUH[DPSOHDPLQLPXPWDULÎ?IRU up to 15 bedrooms. Now the two are merging we will be seeking a meeting to ensure the previous principles are honoured.â&#x20AC;?

Luxury Bed & Breakfast - 10 - October 2018

Music licensing is an issue for which the association lobbies on behalf of its members, as well as advising them of the legal issues. 2QHVSHFLČ´FLVVXHKHVDLGLVWKHVWDWXVRI so-called public areas, such as a lounge or breakfast room. He said: â&#x20AC;&#x153;PPL-PRS charge a much higher rate for music in such areas including televisions or radios, based on the concept that these are like hotel public areas, whereas for B&Bs of course there are only guests present. â&#x20AC;&#x153;We have therefore always argued that WKLVLVLQHÎ?HFWGRXEOHFKDUJLQJ:HDGYLVH members being charged by PPL-PRS not to have any TVs or radios in their lounges or breakfast rooms - unless they are happy paying these higher license fees,â&#x20AC;? he said. He added that this is yet another way there is unfair competition from peer to peer SODWIRUPVVXFKDV$LUEQEZKRVHKRVWVZRQČ&#x2021;W generally be paying these license fees, even though they ought to given that they have SD\LQJJXHVWVEHFDXVH356SSOFDQRQO\Č´QG B&Bs and hotels to chase them for payment. *For more in-depth comment from the B&B Association on music licensing and the PPL-PRS, see chairman David Westonâ&#x20AC;&#x2122;s comment in the November issue of Luxury Bed & Breakfast


- News -

English wine makers gulp at the UKâ&#x20AC;&#x2122;s excessively high wine duty Chancellor Philip Hammond is being urged to scrap planned tax rises to support the home grown English and Welsh wine industry which is selling increasingly to UK luxury B&Bs. English wine producers have put their conFHUQVRYHUWKHJRYHUQPHQWČ&#x2021;VODFNRIVXSSRUW for the industry in a letter addressed both to the Chancellor and to Environment Secretary Michael Gove calling for a freeze on wine duty. According to the letter signed by 14 of the WSTA English wine members, the tax burden is restricting growth and is damaging to rural communities. The English and Welsh wine industry are FXUUHQWO\UHDSLQJWKHEHQHČ´WVRIWKHUHFRUG heatwave this summer which has provided near-perfect grape growing conditions. In the last ten years the area of planted vines has more than doubled with a record-breaking one million vines planted in each of the last two years and even more due in 2018. But the celebrations surrounding a bumper harvest are set to be overshadowed by bad news from the Chancellor next month if he goes ahead with planned 3.4% duty rise LQOLQHZLWKLQČľDWLRQ 7KDQNVWRWKLV\HDUČ&#x2021;VSOHQWLIXOKDUYHVWWKH Chancellor is already set to receive an extra ERRVWLQ7UHDVXU\FRÎ?HUVZKHQWKH vintage goes on sale. %ULWDLQČ&#x2021;VELJJHVWZLQHSURGXFHUVZDQWWR understand why the Government insists on taxing what we do best most heavily. Miles Beale, chief executive of the Wine and Spirit Trade Association said: â&#x20AC;&#x153;English wine is a great British success story and we are now proudly producing top quality wines which are ULYDOOLQJWKHEHVWČ´]]IURPDURXQGWKHZRUOG 2018 has so far been a vintage year for EngOLVKYLQH\DUGVZKRDUHUHDSLQJWKHEHQHČ´WVRI WKHUHFRUGKHDWZDYH7KHNQRFNRQHÎ?HFWRI near perfect growing conditions in the UK has led to high quality generous grape bunches and many vineyards have experienced their earliest harvests ever. With the good weather continuing into October our English wine makers are reporting a bumper harvest.

But the Chancellor is planning to take WKHČ´]]RXW(QJOLVKZLQHPDNHUVVXFFHVVE\ adding to its already high tax bill this year, hampering the industry's ability to grow, invest export and create â&#x20AC;&#x153; Chris White, CEO of Denbies Wine Estate in Surrey, said: â&#x20AC;&#x153;This action is necessary in order to support the current demand for English wine and the growth of the industry. A duty freeze would also stimulate further our opportunity for export. We would like to see the Government adopt a model employed in all other EU countries where the lower duty rate has helped support the growth of their wine industry.â&#x20AC;? Simon Robinson, chairman of Hattingley Valley in Hampshire said: â&#x20AC;&#x153;The English and Welsh wine industry is a bright spot of the 8.HFRQRP\ZKLFKLVVHWWRČľRXULVKVR long as the Government provides a stable and supportive environment. Growth in WKHLQGXVWU\ZLOOSURYLGHVLJQLČ´FDQWUXUDO employment and development as well as VLJQLČ´FDQWO\XQGHUSLQQLQJGHYHORSPHQWVLQ tourism. Increasing duty on our products is not helpful, especially when one considers the considerable additional revenue which will accrue to Government from increased employment in the industry.â&#x20AC;? In November last year the Chancellor delivered a welcome freeze to alcohol duty leading to an extra ÂŁ380 million windfall from alcohol duty, between February and July, an increase of 6% on the same period last year. Duty is currently so high that 55% of an average priced bottle of wine sold in UK shops and supermarkets is now taken by the

Luxury Bed & Breakfast - 11 - October 2018

Treasury in tax and VAT. A further 3.4% duty rise would add another 7p on a bottle of still wine, 9p on a bottle of sparkling. The UK alcohol industry is one of the most heavily taxed in Europe. The current ChanFHOORUČ&#x2021;VKDUVKGXW\SROLF\LVDVWDUNFRQWUDVW to how other countries treat their vineyards and wine makers. Around two thirds of the wine made in England and Wales is sparkling wine which attracts the most duty, at ÂŁ2.77 on a bottle RIČ´]]8.FRQVXPHUVSD\eIRUDERWWOH of still wine. In France, where the wine industry is heavily supported, consumers pay the equivalent of just 7p a bottle on duty for sparkling and 3p for still. In the EU only Ireland, with no domestic wine industry, has a higher rate of excise duty on sparkling wine. Outside the EU in New Zealand they pay less than half the duty at ÂŁ1.10per bottle of still or sparkling wine. English sparkling wine has been gaining international recognition over the past few years, leading to a trophy cabinet bursting with awards and attracting Champagne houses, such as Taittinger and Pommery, to invest in English vineyards. The latest data shows last year consumers drank 35% more English sparkling wine than they did in 2013. There are more than 500 Vineyards in England and Wales and around 150 wineries currently producing almost 6m bottles of wine a year.


- In Depth / Bed & Breakfast Association Comment -

Is â&#x20AC;&#x153;luxuryâ&#x20AC;? a fixture, or an experience? This is Luxury B&B Magazine â&#x20AC;&#x201C; but what does â&#x20AC;&#x153;luxuryâ&#x20AC;? mean? We tend to think its obvious, but it can be in the eye of the beholder - what a â&#x20AC;&#x153;millennialâ&#x20AC;? may look for as a treat is quite different to what previous generations defined as â&#x20AC;&#x153;luxuryâ&#x20AC;?. In a nutshell, itâ&#x20AC;&#x2122;s no longer so much swags, gold leaf and chandeliers, but more â&#x20AC;&#x153;special experiencesâ&#x20AC;?. David Weston Chairman of the Bed & Breakfast Association, reports.

I

QDSUHYLRXVDJHČ&#x160;OX[XU\Č&#x2039;ZDVDOPRVW SDUWRIWKHČ´[WXUHVDQGČ´WWLQJVČ&#x201A;D PDUEOHFROXPQDVLONEURFDGHSHOPHW DVLOYHUGRPHRYHU\RXUIRRG%XWQRZ LWFRXOGEHDOODERXWWKHLQGLYLGXDOLW\RIWKH

experience: in NY restaurateur Danny Meyerâ&#x20AC;&#x2122;s IDPRXVGHČ´QLWLRQRIKRVSLWDOLW\LWLVČ&#x160;KRZLW PDNHV\RXIHHOČ&#x2039; 7KDWLVIDQWDVWLFQHZVIRU\RXDVWKHRZQHU RID% %JXHVWKRXVHRUVPDOOKRWHOČ&#x201A;EHFDXVH ZKLOH\RXPD\QRWKDYHPDUEOHFROXPQV \RXFDQPDNH\RXUKRVSLWDOLW\H[SHULHQFH XQIRUJHWWDEOH2XUČ&#x160;863Č&#x2039;LVRXULQGLYLGXDOLW\ Č&#x201A;DQGZHVKRXOGPDNHWKHPRVWRILWEHFDXVH LWČ&#x2021;VVRPHWKLQJWKHELJEUDQGHGKRWHOFKDLQV FDQQRWPDWFK 6RPDNHWKHPRVWRI\RXUVWURQJHVWVHOOLQJ SRLQWE\JLYLQJDQLQGLYLGXDOOHYHORIVHUYLFHWKDWQRFKDLQFRXOGPDWFK)ROORZWKH DZDUGZLQQLQJ% %RZQHUVZKRVD\LWLVDOO DERXWDWWHQWLRQWRHYHU\GHWDLOWRPDNH\RXU JXHVWČ&#x2021;VVWD\DVSHFLDORQH 3HRSOHZLOOEHOHVVLPSUHVVHGQRZDGD\V E\JROGPRQRJUDPVRQWRZHOVČ&#x201A;EXWWKH\ ZLOODOZD\VEHLPSUHVVHGE\SOHQW\RIODUJH FOHDQČľXÎ?\ZDUPDQGGU\WRZHOVÎ&#x2013;QGHHG Č&#x2020;JHQHURVLW\Č&#x2021;LVQRZRIWHQSHUFHLYHGWREH PRUHOX[XULRXVWKDQH[SHQVLYHQHVVRUUDULW\$ODUJHVRIWFRPIRUWDEOHVRIDPD\ZLQ RXWRYHUDJLOGHG/RXLV;Î&#x2013;9FKDLU :HČ&#x2021;YHVHHQWKLVWUHQGDVKXVKHGWHPSOHVWR Č&#x160;0LFKHOLQČ&#x2039;FXLVLQHKDYHORVWIDYRXUDQGHYHQ H[SHQVLYHUHVWDXUDQWVKDYHGLVSHQVHGZLWK VWDUFKHGWDEOHFORWKVČ&#x201A;DQGLQWKHSRSXODULW\ RIWKHČ&#x160;VKDEE\FKLFČ&#x2039;UHOD[HGLQIRUPDOLW\RIWKH Č&#x160;3LJČ&#x2039;KRWHOVIRULQVWDQFH $VÎ&#x2013;Č&#x2021;YHVDLGKHUHEHIRUHZKHQÎ&#x2013;PHHW DZDUGZLQQLQJ% %RZQHUVDQGDVNWKHP WKHVHFUHWVRIWKHLUVXFFHVVWKHNH\WKLQJV WKDWDOZD\VFRPHRXWDUHSDVVLRQ DOPRVWWR WKHSRLQWRIREVHVVLRQVRPHWLPHV SHUIHFWLRQLVPDWWHQWLRQWRGHWDLOZDQWLQJWRJREHLuxury Bed & Breakfast - 12 - October 2018

\RQGMXVWPHHWLQJJXHVWVČ&#x2021;H[SHFWDWLRQVČ&#x201A;DQG DZDUPZHOFRPHDQGUHDOFDUHIRUJXHVWV LQDZRUGKRVSLWDOLW\1RJOREDOKRWHOEUDQG FDQULYDOWKDW

)LQDOO\DUHPLQGHUWRFRPHDORQJDQGVHH XVDWWKHÎ&#x2013;QGHSHQGHQW+RWHO6KRZDW2O\PSLD LQ/RQGRQRQ7XHVGD\RU:HGQHVGD\ 2FWREHU UHJLVWHUIUHHDWZZZLQGHSHQGHQWKRWHOVKRZFRXN  The Bed & Breakfast Association is the UK trade association for B&B, guest house and independent hotel owners, and exists to inform, support & represent owners. Membership costs ÂŁ60 a year. The Association is a non-profit organization with no shareholders, dedicated solely to the interests of its members.


- In Depth / Bed & Breakfast Association Comment -

Luxury Bed & Breakfast - 13 - October 2018


- Feature / Technology -

Luxury Bed & Breakfast - 14 - October 2018


- Feature / Technology -

Installing a sound outdoor solution

If you offer space at your venue for outdoor entertainment or dining, you are likely to want to round off your facilities with an option to play music. Bill Lumley looks at the considerations B&B owners should make when choosing outdoor speakers.

S

peaker technology moves as fast as everything else. Youâ&#x20AC;&#x2122;d be forgiven for suspecting that most modern DPSOLČ´HUVDUHQČ&#x2021;WHTXLSSHGZLWKWUDditional audio jacks â&#x20AC;&#x201C; rendering associated KLČ´FRPSRQHQWVUHGXQGDQWIRUWKHVDPH UHDVRQ&'VZHUHGHYHORSHGWRPDNHWKH consumer buy the products all over again. If you cast your mind back to our long, hot summer this year youâ&#x20AC;&#x2122;ll probably recall HYLGHQFHRIW\SLFDO%ULWLVKEHKDYLRXUZKHQ WKHVXQVKLQHVWKHSXEOLFZDQWWRVSHQG most of their available time outside enjoyLQJWKHZDUPZHDWKHUDQGORQJHUHYHQLQJV )RUVRPHWKLVFRXOGLQYROYHČ´ULQJXSWKH barbecue in the back garden, or for those ZKRGRQČ&#x2021;WKDYHVXÉ?FLHQWRXWVLGHVSDFHLW could mean sitting outside a restaurant or FDIÂŤZKLOVWHQMR\LQJDPHDORUKDYLQJDIHZ GULQNVZLWKIULHQGV Whatever your preference, one thing is IRUFHUWDLQČ&#x201A;WKHH[SHULHQFHLVULFKHUZKHQ DFFRPSDQLHGE\VRPHGHFHQWPXVLF+RZHYHUZKHQLWFRPHVWRSOD\LQJKLJKTXDOLW\ music outdoors, businesses such as inns DQG% %VZLWKRXWGRRUVSDFHVPXVWPDNH some key considerations. First of all you have to consider ambient noise, Q Acoustics brand director Alex Munro tells Luxury Bed & Breakfast. â&#x20AC;&#x153;Music from RXWVLGHVSHDNHUVRIWHQKDVWRČ´JKWZLWKEXV\ roads, passers-by and multiple voices. This means you must ensure you are investing LQDQDXGLRVROXWLRQWKDWRÎ?HUVFRQVLVWHQWO\ high performance and clarity,â&#x20AC;? he says. +RZHYHUKHFDXWLRQVWKDWDWWKHVDPHWLPH \RXFDQQRWDÎ?RUGHLWKHUWRGURZQRXWWKH FRQYHUVDWLRQVEHWZHHQ\RXUJXHVWVRUGLVWXUE

DQ\QHLJKERXULQJEXLOGLQJVRURÉ?FHV Î&#x2013;QDGGLWLRQWKHVSHDNHUVZLOOKDYHWREH DEOHWRRSHUDWHLQGLÎ?HUHQWW\SHVRIRIWHQ FKDOOHQJLQJZHDWKHUFRQGLWLRQVDQGFOLPDWHV Č&#x160;%ULWLVKZHDWKHULVH[WUHPHO\WHPSHUDPHQWDOČ&#x201A;RQHZHHNWKHUHPD\EHDKHDWZDYHDQG the next the country could be experiencing VXVWDLQHGUDLQIDOODQGZLQWHUFDQEULQJD FRPELQDWLRQRIVQRZDQGLFHVXFKDVZH encountered early this year. As a result, it is important to ensure you have a speaker VROXWLRQWKDWLVČ´WIRUSXUSRVHGHVSLWHČľXFWXDWLQJZHDWKHUSDWWHUQVČ&#x160;VD\V0XQUR Manufacturers have a responsibility to create outdoor speakers to combat these challenges, and it is important that they OLVWHQWRIHHGEDFNIURPLQVWDOOHUVZLWKVROLG H[SHULHQFHZRUNLQJRQSURMHFWVDFURVVWKH hospitality sector, he says. For instance, Q Acoustics manufactures LQFHLOLQJDQGRXWGRRUZHDWKHUSURRI VSHDNHUVWKDWKDYHEHHQHTXDOLVHGDQGWKH IUHTXHQF\VKDSHGVRWKDWWKHVSHDNHUVQRW only provide a large sound from the smallest possible enclosure size, but also donâ&#x20AC;&#x2122;t RYHUO\LPSHGHYRFDOIUHTXHQFLHV Č&#x160;7KLVPHHWVUHTXLUHPHQWVVXFKWKDW WKHPXVLFFDQEHSOD\HGDWDORZHQRXJK YROXPHZLWKRXWGLVWXUELQJFRQYHUVDWLRQRU QHLJKERXUVZKLOVWDOVRHQVXULQJWKHVRXQG LWVHOILVVWLOORIDKLJKTXDOLW\Č&#x2039;KHVD\V â&#x20AC;&#x153;Furthermore, the speakers have been VSHFLČ´FDOO\GHVLJQHGWRZLWKVWDQGDZLGH YDULHW\RIZHDWKHUFRQGLWLRQVČ&#x2039;%\ZD\RI example, Q Acoustics has recently supplied install speakers to a number of outlets across Egypt including busy cities such as Cairo to holiday destinations such as Luxury Bed & Breakfast - 15 - October 2018

Hurghada. â&#x20AC;&#x153;Across the installations in Egypt ZHVXSSOLHGPDQ\LQFHLOLQJEDFNJURXQG VSHDNHUVDVZHOODVZHDWKHUSURRIRQZDOO speakers,â&#x20AC;? Munro says. 1DWXUDOO\ZKHQ\RXFRQVLGHUWKHWHUP Č&#x2020;ZHDWKHUSURRIČ&#x2021;\RXDVVXPHWKHVSHDNHUV FDQFRQWLQXHWRRSHUDWHZKHQZHWZKLFKLV FHUWDLQO\WKHFDVH%XWZHDWKHUFRQGLWLRQV can vary dramatically, and a manufacturer PXVWEHFRQČ´GHQWWKHRSWLPXPSHUIRUPDQFHRILWVVSHDNHUVZLOOEHPDLQWDLQHG ZKHWKHUWKH\DUHORFDWHGLQDQDSUÂŞVVNL bar in the frozen Alps, or in a roadside FRÎ?HHVKRSRQDKHFWLFPDLQURDGLQ5L\DGK FRQWLQXRXVO\VXEMHFWHGWRKRVWLOHZHDWKHU conditions and temperatures in excess of 35 degrees for several months a year. â&#x20AC;&#x153;One of the greatest joys of summer is listening to music in the sun, but there is a challenge for restaurants, bars and FDIHVWRČ´QGWKHULJKWVSHDNHUVWRHQKDQFH the overall dining experience â&#x20AC;&#x201C; especially WKRVHVLWXDWHGLQKROLGD\KRWVSRWVZKHUH the speakers must perform perfectly for long hours in high temperatures,â&#x20AC;? he says. â&#x20AC;&#x153;Through constant research and developPHQWVSHFLDOLVWPDQXIDFWXUHUVDUHQRZ KHOSLQJEXVLQHVVRZQHUVRSHUDWLQJZLWKLQ the hospitality sector to hit the right note ZLWKWKHLUFXVWRPHUVČ&#x160; He mentions the issues of outdoor VSHDNHUVLQVXPPHUUDLVLQJWKHTXHVWLRQDV WRZKDWWKHFKDOOHQJHVDUHWKDWDQRXWGRRU VSHDNHUPXVWFRQIURQWGXULQJD8.ZLQWHU DQGZKDWGLÎ?HUHQWLDWHVWKRVHGHVLJQHGIRU RXWGRRUVZLWKWKRVHWKDWDUHQČ&#x2021;W" 0XQURVD\VČ&#x160;)URPDQDXGLRSHUVSHFWLYH WKHUHLVQRWPXFKGLÎ?HUHQFHEHWZHHQVXP-


- Feature / Technology PHUDQGZLQWHU7KHXVHDEOHWHPSHUDWXUH range of the Q Install Weatherproof Series of products is -20 to +80 degrees Centigrade. 7KHGLÎ?HUHQFHEHWZHHQLQGRRUDQGRXWGRRU VSHDNHUVLVWKHOHYHOWRZKLFKPRLVWXUHSURRI WKHGHVLJQLV7KLVVWDUWVZLWKWKHGLDSKUDJPV of the moving parts or drive-units. If they are mot moisture-proof and start to deteriorate WKHQWKHVRXQGZLOOFKDQJH7KHQH[WNH\ component is the cabinetry.â&#x20AC;? Most indoor speakers have an MDF FDELQHWZKLFKZRXOGDWWUDFWPRLVWXUHDQG ultimately lose their integrity, he says. â&#x20AC;&#x153;Outdoor speakers are more often conVWUXFWHGXVLQJSODVWLFPRXOGLQJVZKLFKDUH ZDWHUSURRIDQGVHOIČ´QLVKHGVRWKHUHDUH no painted surfaces to degenerate. Ported speaker designs present a particular probOHPDQGRIWHQWKH\DUHVXSSOLHGZLWKSRUW EXQJVZKLFKPXVWEHLQVHUWHGZKHQXVHG outside. This can modify the performance EXWSUHYHQWVPRLVWXUHRUZLOGOLIHLQJUHVVČ&#x2039; Outdoor speakers tend to be more expensive than indoor speakers but DOPRVWDOZD\VLQFOXGHWKHEUDFNHWU\IRU IL[LQJWKHPZKLFKFDQEHDQH[WUDFRVW ZLWKVSHDNHUVGHVLJQHGIRUVKHOIRUVWDQG mounting in the home, in some cases costing as much as the speakers themselves. 0HDQZKLOHVRPHWKLQJWRORRNRXWIRU is the IP (ingress protection) rating of the VSHDNHUVÎ&#x2013;3UDWLQJVSURYLGHDFODVVLČ´FDtion system for the protection of electrical enclosures. IPX4 for example is suitable for outdoor use, and the speakers and packagLQJZLOOEHPDUNHGZLWKWKLV $% %ZLOORIWHQKDYHDOLPLWHGEXGJHW\HW also consider the need outdoor speakers, for example to provide sound at outdoor events VXFKDVZHGGLQJUHFHSWLRQV0XQURFODLPV4 Acoustics has a reputation for providing the best sonic performance and reliability in any

SDUWLFXODUSULFHFDWHJRU\Č&#x160;2QZDOOVSHDNHUV LQEODFNRUZKLWHRUDQRQJURXQGVSHDNHU GLVJXLVHGDVDJDUGHQURFNZLOOSURYLGHJRRG background music coverage at a retail price of ÂŁ200-250,â&#x20AC;? he says. 2QHRIWKHFRQFHUQVRI% %RZQHUV seeking to install outdoor speakers is the TXHVWLRQRIWKHH[WHQWRIVSHFLDOLVWLQVWDOODWLRQWKH\PD\UHTXLUH%XW0XQURSXWVLW PRUHVLPSO\Č&#x160;Î&#x2013;I\RXFDQLQVWDOODQRXWGRRU light, it is easier and safer to install an outdoor speaker. The cable and any conduit and junction boxes also need to be appropriate for outdoor use. The source ampliČ´HUSRZHUHGIURPWKHPDLQVLVQRUPDOO\ installed indoors.â&#x20AC;? 2QHRIWKHEHQHČ´WVRILQGRRUVSHDNHUVLV WKDWWKH\UHTXLUHQH[WWRQRPDLQWHQDQFH once they have been installed. A concern UHJDUGLQJRXWGRRUVSHDNHUVLVZKHWKHUWKH VDPHLVVXHDSSOLHVÎ&#x2013;QIDFW0XQURVD\V Č&#x160;7KH\VKRXOGUHTXLUHQRPDLQWHQDQFH 0RVWVSHDNHUPDNHUVSURYLGHDČ´YH\HDU ZDUUDQW\IRUSDVVLYHRXWGRRUVSHDNHUVDQG you ought to be able to expect a product life-time of more than double this.â&#x20AC;? Something to look out for is that properties located very close to a beach should really have marine grade speakers installed LIWKH\DUHJRLQJWREHH[SRVHGWRVDOWZDWHU ODGHQRQVKRUHZLQGVKHDGGV Finally, the issue of maximizing sound LVVRPHWKLQJWREHDZDUHRIČ&#x160;0D[LPLVLQJ sound can be a real problem for neighERXULQJSURSHUWLHVDQGZHČ&#x2021;GDOZD\VUHFommend positioning the speakers to point EDFNDFURVVWKHRSHQJDUGHQDUHDWRZDUGV WKHEXLOGLQJIURPZKHUHWKH\DUHFRQtrolled. Thick vegetation can help reduce XQZDQWHGQRLVHWUDQVPLVVLRQDQGLWČ&#x2021;VEHVW WRDYRLGYHU\ORZEDVVWKDWFDQFDUU\RYHU long distances,â&#x20AC;? he says.

Luxury Bed & Breakfast - 16 - October 2018

â&#x20AC;&#x153;Mounting the speakers under roof eves or pergolas, out of direct sun and rainfall, is generally recommended. Having a easily accessible volume control in the outdoor space is essential so they can be adjusted ZKLOH\RXDUHDEOHWRKHDUWKHP$WLPHUWR HQVXUHWKDWWKH\DUHVZLWFKHGRÎ?RYHUQLJKW or at a particular time each night can also EHQHČ´WDOOSDUWLHVČ&#x2039;KHFRQFOXGHV

WIRELESS SOUND 7KHHYROXWLRQRIZLUHOHVVWHFKQRORJ\KDV meant the birth of the cable-free loudVSHDNHU+RZHYHUZLUHGVSHDNHUVVWLOO JHQHUDOO\RÎ?HUWKHPRVWGHSHQGDEOHDQG KLJKHVWTXDOLW\VRXQGDVFRPSDUHGWRWKHLU ZLUHOHVVFRXQWHUSDUWV:LUHGVSHDNHUVDUH DOVRUDUHO\DVDÎ?HFWHGE\LQWHUIHUHQFHDV ZLUHOHVVVSHDNHUVDUHWKH\ZLOOQHYHUEH DÎ?HFWHGE\:L)LRXWDJHVDQGWKH\DUHUHODWLYHO\OHVVH[SHQVLYHLQFRPSDULVRQWRZLUHOHVVVSHDNHU$QGRIFRXUVHZLUHGVSHDNHUV GRQRWQHHGFKDUJLQJHYHU\IHZKRXUV Perhaps most pertinently, the sound GHOLYHUHGE\HYHQWKHSULFLHVWZLUHOHVV VSHDNHUVLVPRGHVWFRPSDUHGWRWKHZLUHG VSHDNHUVXVHGWRČ´OODVWDGLXP%XWWKHUH DUHEUDQGVWKDWQRZSURGXFHZLUHOHVVSDUW\ VSHDNHUVWKDWDUHOLJKWDQGSRZHUIXOHQRXJK WRPDNHWKHZDOOVVKDNH For ambient sound Tuom makes a Bluetooth ZDWWVSHDNHUV\VWHPEXWZLWKZDWWVRI WKDWSURGXFHGE\WKHVXEZRRIHU7KLVLVXQOLNHly to have the capacity to excel outdoors. %\FRQWUDVW3\OHPDNHVZLUHOHVVDSRZHUIXOSRUWDEOH%OXHWRRWKVSHDNHUZLWKEDQJV out enough sound to entertain a sizeable party. If you have a maximum capacity for 20 guests, then the speakerâ&#x20AC;&#x2122;s audio needs are not the same as if you may sometimes accommodate 100 guests outdoors. For sizeable outdoor parties you may consider tailgate speakers. Contender for the ORXGHVWSRUWDEOH%OXHWRRWKEDWWHU\SRZHUHG VSHDNHUDWZDWWVLVWKH6RXQGERNV ZKRVHPLOLWDU\JUDGHEDWWHULHVRQO\UHTXLUH charging every 40 hours. 6RXQG$SSHDOČ&#x2021;V%7%ODVW352%OXHWRRWK Î&#x2013;QGRRU2XWGRRUZHDWKHUSURRIVSHDNHUV PHDQZKLOHSXUSRUWWRKDYHWDNHQDOHDS IRUZDUGLQWHFKQRORJ\FDSDEOHRIVWUHDPLQJ PXVLFXSWRIHHWDZD\IURP\RXUDQGURLG iPhone or other Bluetooth enabled device and is ideal for a modest outdoor patio. There are numerous considerations to EHDULQPLQGZKHQEX\LQJDQGLQVWDOOLQJ your outdoor speakers but technological advances and falling prices mean today you KDYHDZLGHUFKRLFHWKDQHYHUEHIRUH


- Feature / Technology -

Luxury Bed & Breakfast - 17 - October 2018


- Feature / % %3URČ´OH-

The heart of Scotland Craigmhor Lodge & Courtyard is an award-winning guesthouse in Pitlochry, Perthshire in Scotland. Bill Lumley takes a peek inside the highly-acclaimed B&B that first opened two decades ago.

Luxury Bed & Breakfast - 18 - October 2018


- Feature / % %3URČ´OH-

C

raigmhor Lodge & Courtyard privately owned by husband and wife team Calum and Jane MacLellan. The luxury % %RÎ?HUVPHWLFXORXVIRXUVWDUVWDQG ards that elevate guestsâ&#x20AC;&#x2122; ratings to outstanding. It has won numerous awards for its breakfast, most recently winning Breakfast Destination of the Year at the Scottish Food Awards. Both Janeâ&#x20AC;&#x2122;s and Calumâ&#x20AC;&#x2122;s families have both long been dedicated to the hospitality indus try, so it came as little surprise that the two of them have followed them into the trade. Jane tells Luxury Bed & Breakfast: â&#x20AC;&#x153;Our younger years were spent helping out at our family ho tels and guest houses and turning our hands to most roles from housekeeping & KPâ&#x20AC;&#x2122;ing to waiting and taking bookings â&#x20AC;&#x201C; plus everything LQEHWZHHQČ&#x2039; In 1998 the couple decided to take the plunge and buy Craigmhor Lodge. Jane says: â&#x20AC;&#x153;Back then it was a rather dilapidated lodge with a cottage in the grounds, and everything needed to be stripped back and completely

remodelled with new wiring, plumbing and heating â&#x20AC;&#x201C; all the while trying to retain the beau WLIXO9LFWRULDQIHDWXUHVZKHUHYHUSRVVLEOHČ&#x2039; 7KH\Č´UVWRSHQHGWKHJXHVWKRXVHWZRGHF ades ago in July 1998. â&#x20AC;&#x153;Following a successful Č´UVW\HDUVZHGHFLGHGWRGHPROLVKWKH cottage and build the courtyard in its place ZLWKVWDWHRIWKHDUWOX[XU\JXHVWURRPVČ&#x2039; she says. 7KH&RXUW\DUGLWVHOIZDVČ´QDOO\RSHQHG LQ0D\DIWHUFRVWLQJDQH\HZDWHULQJ eÎ&#x2013;WKDVKHQFHIRUWKEHHQNQRZQDV Craigmhor Lodge and Courtyard with the lodge the original Victorian building and the courtyard the external development that houses the primary guest accommodation. â&#x20AC;&#x153;When we bought Craigmhor Lodge in 1998 it consisted of the Victorian lodge and an ex WHUQDO/VKDSHGFRWWDJHZLWKDGGLWLRQDOJXHVW accommodation. Our courtyard now stands in the footprint of where the cottage originally VWRRGČ&#x2039;VKHVD\V As just about everybody running a luxury Luxury Bed & Breakfast - 19 - October 2018


- Feature / % %3URČ´OHB&B knows, keeping everyone happy all the time in this business is nigh impossible. How ever, like many UK luxury B&Bs, Craigmhor Lodge & Courtyardâ&#x20AC;&#x2122;s reviews are overwhelm LQJO\Č´YHVWDUUDWHGDQGRIWKHLUVDUH either â&#x20AC;&#x2DC;very goodâ&#x20AC;&#x2122; or â&#x20AC;&#x2DC;excellentâ&#x20AC;&#x2122;. One of the most common pieces of advice concerning best practice when it comes to online reviews whether good or bad is always to respond, but to do so proactively. Meeting the expectations of those guests, particularly those who post enquiries via review websites, FDQEHWLUHVRPHDQGKXJHO\WLPHFRQVXPLQJ Craigmhor Lodge & Courtyard rises to this challenge with impressive attention to detail. 6RMXVWLČ´DEO\FRQČ´GHQWDUHWKHRZQHUVLQWKH consistently high standard of their service WKDWWKH\DUHDEOHWRRÎ?HUDIUDQNUHVSRQVHWR DOOWKHLUUHYLHZVQRWDEO\RQHRIMXVWWZRRQH star reviews that compare in number with WKHRUVRH[FHOOHQWRQHVWKDWZLOORQO\ endear Calum and Jane to anyone reading through the reviews. Č&#x160;2IFRXUVHZHFDQČ&#x2021;WSOHDVHRIRXU

guests all of the time and there have been very occasional less than perfect scores on reviews. We handle each of these instances individually and try to give a balanced and LPSDUWLDOUHVSRQVHČ&#x2039;-DQHVD\V She contends that the delivery of such ZHOODFFODLPHGKRVSLWDOLW\LVPRVWO\GRZQ to attention to detail. â&#x20AC;&#x153;Even before a guest arrives, weâ&#x20AC;&#x2122;re thinking ahead on how we can make their stay extra special. For instance, if WKH\WHOOXVWKH\DUHGDLU\LQWROHUDQWZHKDYH soya milk in their guest fridge for arrival or if they say theyâ&#x20AC;&#x2122;re coming for a special occasion, DFDUGLVDOZD\VYHU\ZHOOUHFHLYHGVKHVD\V â&#x20AC;&#x153;All the way throughout their stay, we have little touches, such as a DVD library for guests to borrow from, umbrellas they can use when LWLVUDLQLQJDQGSDUDÉ?QEXUQHUVIRUVHWWLQJ WKHVFHQHIRUDUHOD[LQJEDWKČ&#x2039; She adds: â&#x20AC;&#x153;We also like to be spontaneous and go that extra mile, for instance picking up JXHVWVIURPWKHWUDLQVWDWLRQRUČ´QGLQJZD\V to help make their stay more special. They also say the way to a personâ&#x20AC;&#x2122;s heart is through their

Luxury Bed & Breakfast - 20 - October 2018

stomach, and for this reason we pay a great deal of attention to our breakfasts. So much so, we have won awards in numerous years for Best Guest House Breakfast in Scotland. Our EUHDNIDVWRÎ?HULQJLVH[WHQVLYHDQGIHDWXUHV locally sourced produce where possible, all of which is detailed on our menu with a prove QDQFHPDSČ&#x2039;VKHVD\V Breakfast at Craigmhor Lodge & Courtyard is served in the recently refurbished, cosy and informal, sunny dining room which blends traditional and contemporary styles that en hance the Victorian features of the property. Jane says: â&#x20AC;&#x153;We work extremely hard to en sure every guest has a wonderful experience when they come to stay with us. We like to gauge how their stay is going by developing a friendly and relaxed rapport with our guests, without being intrusive. Checking in now and again with guests â&#x20AC;&#x201C; over breakfast or when they arrive back in from their daysâ&#x20AC;&#x2122; adventure â&#x20AC;&#x201C; keeps things on track and gives us oppor tunities to act upon feedback to enhance our JXHVWVVWD\VČ&#x2039;VKHVD\V


- Feature / % %3URČ´OH-

â&#x20AC;&#x153;With regards to encouraging reviews, guests are prompted at breakfast with a re minder on our menus to add a review of their star on TripAdvisor or Google. We also send DSRVWVWD\HPDLOWRRXUJXHVWVWKDQNLQJWKHP for their stay, reminding them to review us and also highlighting any relevant forthcom LQJRÎ?HUVRUQHZVČ&#x2039; 3URYLGLQJDFRQVLVWHQWO\ZHOOUHFHLYHG breakfast is an acquired skill. Jane and Calum KDYHDČ´UVWFODVVDSSURDFKWRVSHFWDFXODU GHOLYHU\RIWKHČ´UVWPHDORIWKHGD\ Jane explains: â&#x20AC;&#x153;Breakfast is our main con tact point with our guests and our chance to shine, so we do everything we can to make the experience an excellent one. Č&#x160;2XUEUHDNIDVWRÎ?HULQJLVH[WHQVLYHFDWHU ing for most guest needs with an extensive EXÎ?HWZKLFKZHDGDSWVHDVRQDOO\WRVXLWRXU market at that time. For instance, Northern Europeans tend to like to have meats and cheeses, the Italians like sweet pastries and cakes and so forth. We also always have glu WHQIUHHEUHDGDQGPXÉ?QVDYDLODEOHIRUZKDW seems to be a growing customer require PHQWČ&#x2039;VKHVD\V

7KH&UDLJPKRUČ&#x2021;VEXÎ?HWLVDFFRPSDQLHGE\ the cooked menu, which is cooked fresh to order. Jane says: â&#x20AC;&#x153;None of our breakfast dish HVDUHSUHFRRNHGDQGDVVXFKZHDUHDEOH to adapt any dish to cater for the majority of dietary requirements or allergies. Our dishes are simple but the quality of the produce shines through. Accompany this with metic ulous presentation on top quality crockery

" We also send a post-stay email to guests thanking them for their stay, reminding them to review us and also highlighting any relevant forthcoming offers or news.â&#x20AC;? ZDUPHGRIFRXUVH DQGZHČ´QGRXUJXHVWV DUHWKRURXJKO\GHOLJKWHGZLWKWKHLUEUHDNIDVWČ&#x2039; The dishes featured on the breakfast menu make use of the varied and wonderful local produce available on the propertyâ&#x20AC;&#x2122;s door step, she says. â&#x20AC;&#x153;Our local theme is carried through to our friendly waiting team of local ladies who are on hand to charm our guests Luxury Bed & Breakfast - 21 - October 2018

DQGSURYLGHČ´UVWKDQGORFDONQRZOHGJHDQG UHFRPPHQGDWLRQVRQWKLQJVWRVHHDQGGRČ&#x2039; she says. %HVLGHVWKHEXÎ?HWWDEOHWKH&UDLJPKRU EUHDNIDVWRÎ?HUVPDLQFRXUVHVRIIUHHUDQJH poached eggs on wholemeal toast, boiled eggs with toasted soldiers, creamy scram bled eggs served on toast or a bagel, devilled mushrooms with wholemeal toast, or peat smoked buckie haddoch. :KHQLWFRPHVWRSRDFKHGHJJV-DQHRÎ?HUV DWLSČ&#x160;2QO\IUHVKHJJVZLOOGRČ&#x2039; Breakfast is the only meal the propertyâ&#x20AC;&#x2122;s restaurant serves. However, the Craigmhor /RGJH &RXUW\DUGRÎ?HUVSDFNHGOXQFKHV and hampers for dinners. Jane explains: â&#x20AC;&#x153;Our supper hampers were created to cater for guests who might be arriving late. They have however evolved over the years and we now Č´QGJXHVWVUHTXHVWLQJWKHPIRUDSUHWKHDWUH snack or if they just want to cosy up and have a light meal in their room. â&#x20AC;&#x153;Our range includes a variety of options from homemade soups and freshly baked rolls to local smoked salmon, cream cheese and fruits. We have something to suit every


- Feature / % %3URČ´OHpalate and try to focus on dishes that can be served simply and easily and delivered from our kitchen across to the Courtyard with minimal fuss. â&#x20AC;&#x153;Our guests really do appreciate the option to make use of these hampers and they are UHODWLYHO\SRSXODUZLWKDSSUR[LPDWHO\VROG per week in the summer season and 12 per ZHHNLQWKHZLQWHUPRQWKVČ&#x2039;VKHDGGV &KHHUIXODQGKHOSIXOVWDÎ?SURYLGLQJ helpful service are a core part of a luxury % %Č&#x2021;VRÎ?HULQJDQGHQVXULQJDFRQVLVWHQF\ to such standards can take a long time to achieve reliably, although it helps being in an area where tourism is a prominent local form of business. For example among other attractions, Pitlochry is famous for its Festi val Theatre, a sophisticated venue draw LQJPRUHWKDQYLVLWRUVHDFK\HDU Perthshire itself is the geographic centre of Scotland and is one of the most beautiful parts of the country, with many lochs, glens, rivers and high hills. Jane says: â&#x20AC;&#x153;Weâ&#x20AC;&#x2122;ve been in business for over \HDUVQRZDQGDVVXFKZHČ&#x2021;YHGHYHORSHG DZRQGHUIXOWHDPRIORFDOH[SHULHQFHGVWDÎ? Pitlochry, being a popular tourist location, has its fair share of hospitality businesses, and as such much of the workforce has had some experience in the trade. Our approach with our team is very hands on to start with and we are more like a family than colleagues. We always try to instil the desire to â&#x20AC;&#x2DC;wowâ&#x20AC;&#x2122; our guests with excellent service, so much so that LWKDVEHFRPHVHFRQGQDWXUHČ&#x2039; â&#x20AC;&#x153;Alongside our breakfast and waiting team DQGRXUKRXVHNHHSHUVZHKDYHWZRIURQWRI KRXVHDVVLVWDQWVZKRVXSSRUW-DQHZLWKRÉ?FH and reception duties. Č&#x160;2XUVWDÎ?FHUWDLQO\VHHPWROLNHLWKHUH with many of them having worked here for a ORQJWLPHČ&#x2039; Consistency of standard when it comes to furnishings is certainly an important part of a luxury B&B that accommodate a high number of guests during the course of the \HDU0DQ\KLJKHQGJXHVWKRXVHRZQHUV FKRRVHRQO\WRXVHWRSTXDOLW\VXSSOLHUVIRU their furnishings. Jane says: â&#x20AC;&#x153;We start with a plan which is created in collaboration with Catherine Wilson of Revamp Design and then the items we need are sourced from Select Furnishings in East Kilbride, Coachhouse Î&#x2013;QWHULRUVDQG3DFLČ´F/LIHVW\OH â&#x20AC;&#x153;Smaller items and decorative touches are sourced though our sister business Taste Perthshire at Bankfoot (which we both own and Calum runs) which has a homewares

department and many contacts for wholesale interior ranges. â&#x20AC;&#x153;We use trusted local suppliers for making the plans a reality in terms of decorating, SOXPELQJDQGVRIRUWKČ&#x2039;VKHDGGV $SSUR[LPDWHO\RI&UDLJPKRU/RGJH  Courtyardâ&#x20AC;&#x2122;s bookings are direct. â&#x20AC;&#x153;This is com prised of repeat bookings, bookings by phone & email, through our website and through UHGHPSWLRQRIJLIWYRXFKHUVČ&#x2039;VD\V-DQH 6KHDGGVČ&#x160;$VZHUHYHQXHPDQDJHRXU rooms, we do not always give OTAs all of our inventory on any given date. For instance, they are completely blocked out for weekend

Luxury Bed & Breakfast - 22 - October 2018

availability throughout the main season. We use OTAs to support our business in the TXLHWHUSHULRGVRZHGRČ´QGWKDWWKH\KDYH WKHLUXVHČ&#x2039; Asked what the secrets are behind winning so many industry awards and achieving such consistently high standards of guest reviews, Jane says: â&#x20AC;&#x153;Listen to your customers and give them what they want. We have built our business on listening and responding to guest feedback. As a business we never stand still EXWFRQWLQXDOO\HYROYHRXURÎ?HULQJWRGHOLJKW our guests. If you have happy guests and a EXVLQHVVWKDQLVFRQWLQXDOO\UHLQYHVWHGLQ \RXZRQČ&#x2021;WJRIDUZURQJČ&#x2039; )LQDOO\VKHRÎ?HUVVRPHWLSVWKDWKDYHHYROYHG from the approach of her and her husband to the business that has proved so successful: â&#x20AC;&#x153;Research what others are doing. When time allows, go and stay at accommodation pro viders who inspire you. Learning from others who are doing a great job can really help you shape a business to be proud of. â&#x20AC;&#x153;We also research and keep up to date with industry trends through attending trade shows and reading industry magazines such as your own. â&#x20AC;&#x153;Fortunately, we seem to attract a more mature market at Craigmhor Lodge, many of which come to Pitlochry to visit the Festi YDO7KHDWUH:HDOVREHQHČ´WIURPDKLJK percentage of return visitors whom we know ZHOOČ&#x2039;VKHDGGV Looking at the evidence of exceptionally high standards of accommodation, service not ot mention breakfast delivered by the guesthouse, this is last point is not surprising.


- Feature / % %3URÈ´OH-

Luxury Bed & Breakfast - 23 - October 2018


- Feature / Glasswashing -

The Dirt On Glasswashing Dishwasher technology is improving, energy efficiency becoming ever more important and techniques to the deployment of machines in a busy hospitality environment forever on the rise. Bill Lumley talks to MaidaId Halcyonâ&#x20AC;&#x2122;s James Richardson and Winterhalterâ&#x20AC;&#x2122;s marketing development manager Paul Crowley for a snapshot of what is on offer and how to make the most of it

W

hat are the prime considerations of a guesthouse or independent hotel when it comes to buying a new glass washer: to ensure they get a clean glass every time, to achieve low maintenance UHTXLUHPHQWVRUHQHUJ\HÉ?FLHQF\" James Richardson: Many of the decision criteria to be considered are the same for any type of glass or dish washing. Firstly customers need to identify what they need to clean and the time frame for the cleaning process, do they have a continual through put of product or are there peak times of activity? Do they need to have a machine with the capacity to deal with peak demands or can the site process

at a steady rate? What mix of glass product are they going to wash, traditional pint, tall designer, large wine bowls, or do they have a full cocktail menu with glassware to match? 'HSHQGLQJRQWKHPL[DQGWKHPHQXRÎ?HUing they may require a machine with multiple cycle options or even specialist cycles such DVLQWHQVLYHF\FOHVIRUWKHPRUHGLÉ?FXOW products. Guidance may also be required on the avoidance of mixed product loads. Cocktail menus can present their own problems, with drinks that may rely on extra theatre ingredients such as fruit, sticks, stirrers and XPEUHOODVWKDWEXV\EDUVWDÎ?PD\QRWEH as vigilant as they should be in removing prior to putting in the glasswasher, then a machine with good surface scrap trays may be essential as available from Maidaid. Luxury Bed & Breakfast - 24 - October 2018

Other major considerations are the space and services available, such as water, is there VXÉ?FLHQWSUHVVXUHDQGZLOOWKHPDFKLQHEH connected to a hot or cold supply and power are convenient for installation? The machine must be able to handle both the volume and the physical size of glasses they are looking to wash. If the establishPHQWLVXVLQJH[SHQVLYHČ´QHGLQLQJJODVVware a consideration maybe to use segmented baskets to prevent costly breakages. Paul Crowley: Winterhalter research asked operators if they could have anything they wanted, anything at all, what features would they build into their 'dream machine' warewasher? The answer covered four key areas: ease of


- Feature / Glasswashing operation, quality washing results, ease of maintenance, and low running costs. %DVHGRQ\RXUDQVZHUWRWKHČ´UVWTXHVtion, what do you provide that goes some ZD\WRPHHWLQJWKDWGHPDQG"+DYH\RX PRGLČ´HG\RXUSURGXFWGHYHORSPHQWWR DFFRPPRGDWHWKDWGHPDQG"Î&#x2013;IVRKRZ" James Richardson: Maidaid supplies glasswashers to the market place through a network of countrywide distributors. Maidaid would always recommend seeking the advice of our distributors who will be able to specify the correct machine for your establishment. $VSDUWRIWKHRÎ?HULQJZHDOVRRÎ?HUIUHH site surveys to access sites individual needs, identify potential improvements of the current set up and ensure you will achieve the best results from your new glasswasher. The current Maidaid range provide some of WKHPRVWHQHUJ\HÉ?FLHQWPRGHOVDYDLODEOHZLWK a wide range of model sizes and accessories for the best washing and glass storage results. Paul Crowley: Winterhalter believes its new Total Care initiative represents a revolution in the way service and maintenance is delivered. New technology plays a major part: Winterhalterâ&#x20AC;&#x2122;s Connected Wash lets foodservice operators, and its service provider, monitor warewashers via the internet; it is helping minimise

costs and downtime, and maximise operatLQJHÉ?FLHQF\%XW7RWDO&DUHLVDOVRDERXWD new way of thinking about service. It aims to minimise the â&#x20AC;&#x2DC;hidden costsâ&#x20AC;&#x2122; of machine failure, such as extra labour, and the impact RIEUHDNGRZQRQVWDÎ?7ULDOOLQJWKHVFKHPH with one major high street operator saw call RXWVUHGXFHGE\RYHUSOXVDVLJQLČ´FDQW reduction in their costs and an improvement LQVWDÎ?PRUDOH What in your view are the main challenges when it comes to producing an energy HÉ?FLHQWPDFKLQH" James Richardson: The prime challenge faced when producing an energy efficient machine is reducing water and energy consumption whilst maintaining high levels of performance. Through years of research and product development Maidaid have achieved this throughout our range of machines. In fact We have achieved the impressive milestone of servicing the professional catering industry by supplying quality, cost-effective and energy efficient machines for over 40 years. The wealth of experience gained over the years has established the Maidaid range as leaders within the industry. Our machines have a long standing reputation for durability and reliability. A further challenge is one faced by all principal suppliers, the end user.

Luxury Bed & Breakfast - 25 - October 2018

A second challenge and one beyond the engineering control of any manufacturer is the processes employed by the end user. A machine used inappropriately can wipe out DQ\HQHUJ\HÉ?FLHQF\WKDWKDVEHHQGHVLJQHG into the equipment. Running a machine on repeated cycles when it is only part loaded or switching a machine on and leaving idle for many hours during the working day. Paul Crowley: Choosing energy saving equipment is one WKLQJEXW\RXQHHGWRUXQLWDVHÉ?FLHQWO\DV possible. The right equipment and the right WUDLQLQJZLOOKHOSHQVXUHVWDÎ?DUHIROORZLQJ the best working practices. Incorrect operation will not only lead to breakdowns but will also mean the machine is not ZRUNLQJDWSHDNHÉ?FLHQF\Î&#x2013;IWKHPDFKLQH has self-diagnostics, always respond to alerts instantly to keep it machine operating in the PRVWHQHUJ\HÉ?FLHQWZD\ Our Energy and Energy Plus machines recycle the energy from the machineâ&#x20AC;&#x2122;s steam and waste water, which would normally escape when the door is opened or waste water drained, to heat the incoming cold water. This helps cut energy usage but can also eliminate the need for additional extraction, improving the working environment. Are there any tips you can give to guesthouse owners on ensuring the glass is FOHDQHYHU\WLPH"Î&#x2013;VWKHUHDWHFKQLTXHRU


- Feature / Glasswashing -

SDUWLFXODUW\SHRIGHWHUJHQWRUPDFKLQH" James Richardson: 0DLQWDLQLQJ\RXUPDFKLQHLVFUXFLDO%ORFNDJHVLQČ´OWHUVZDVKULQVHDVVHPEOLHVZLOODÎ?HFW your results, making keeping your machine clean ever more important. All information on how to do this can be found in the user guide supplied with Maidaid Halcyon machines. Training should be given as part of the installation to ensure that the customer knows how to operate and maintain their machine correctly. Another major contributing factor that will help achieve this is the quality of chemical that you are using. Maidaidâ&#x20AC;&#x2122;s range of chemicals will clean your glassware effectively without leaving any residue on the products or machine. 3RRUTXDOLW\ZDWHUZLOODÎ?HFWZDVKLQJ results and in extreme cases can leave a residue on products and within the glasswasher; therefore it is vital that water is of good TXDOLW\DQGVRIWHQHGHÎ?HFWLYHO\ There are a few further simple steps that you can take. These may seem simple but will go a long way in ensuring you get the best results from your glasswasher. Make sure you remove any lipstick marks manually. Discard any drink residues into the sink. Do not interrupt or shorten the wash cycle, this is vital as you canâ&#x20AC;&#x2122;t expect the best results if you not allowing the glasswasher to complete its functions fully. Renovating your glasses bi-monthly will help to ensure you get the best results, caustic detergents visually damage glasses. Renovating will help

to eliminate this. $QGČ´QDOO\ZKHQ\RXUHVWDEOLVKPHQW introduces new glasses it is again extremely important to renovate the glasses before use. Your chemical supplier will be able to advise you further. Paul Crowley: Even the most careful manual clean or most effective self-cleaning programme will leave tiny mineral deposits in glasswashers. Over time these can grow and, as well as potentially damaging the unit, can lead to unpleasant odours. To combat this Winterhalter has developed a cleaning tablet, the A 15 MC, for use with its UC series of undercounter glasswashers. It gets rid of the deposits, leaves a clean, fresh fragrance, delivers a new level of hygienic cleaning and, by removing any trace of mineral deposits and limescale, extends the life of the machine. Î&#x2013;VLWSRVVLEOHWRFUHDWHDQHQHUJ\HÉ?FLHQW and fast machine without compromising on the quality of the wash or the longeviW\RIWKHJODVVHV" James Richardson: Maidaid Halcyon are actively studying new models to further enhance the range either by addition to or by replacing current models ZKHUHUHDOEHQHČ´WVDUHHYLGHQW7KHQHZ models under test will if proven during trials reduce water consumption and therefore HQHUJ\VDYLQJVZLWKDGGLWLRQDOEHQHČ´WVRI improved wash performance by redesigned Luxury Bed & Breakfast - 26 - October 2018

wash and rinse systems and improved serviceability. One of the biggest model improvements on the near horizon is the reduction RIGLÎ?HUHQWFRPSRQHQWVDFURVVWKHUDQJH and in particular the control system. This has the advantage of reducing the number of GLÎ?HUHQWFRPSRQHQWVVHUYLFHHQJLQHHUVKDYH to carry on their vans and improve the ability WRDFKLHYHDČ´UVWWLPHČ´[ Trials including faster cycles and reduced water consumption have gone on to prove for effective results there is little can be done to further improve these elements. Maidaid now tends to concentrate on durability, serviceability and ease of use for the customer. Paul Crowley: Many operators are looking at the Pay Per :DVK 33: Č´QDQFLDOPRGHODVDUHDODOWHUQDtive to machine purchase. With PPW thereâ&#x20AC;&#x2122;s no upfront cost for the machine - itâ&#x20AC;&#x2122;s provided free as part of the scheme - operators only pay as they wash. PPW also covers service and chemicals. This payment system is especially relevant in the current uncertain economic climate. In two or three yearsâ&#x20AC;&#x2122; time, operators can decide whether to purchase their Winterhalter machine or continue with Pay Per Wash. Winterhalter provides a total solution for warewashing, from pre-sales advice to after-sales service, training and maintenance. Alongside its market-leading dish and glasswashers, the companyâ&#x20AC;&#x2122;s range includes utensil washers, advanced water treatment machines, cleaning chemicals and detergents.


- Feature / % %3URÈ´OH-

SUPPLIER OF THE YEAR HEAVY EQUIPMENT

WINNER

Specialists in warewashing

Everything from the smallest undercounter to the largest Q@BJ@MCkHFGSL@BGHMDR

Exclusively from Maidaid distributors For more information 0345 130 8070 maidaid.co.uk Luxury Bed & Breakfast - 30 - October 2018


- In Depth / Autumn occupancy -

Luxury Bed & Breakfast - 28 - October 2018


- In Depth / Autumn occupancy -

Optimising occupancy in autumn As the autumn season creeps in and the nights are getting darker, for a lot of B&Bs bookings can start to cool down just like the weather outside, so what can you do to optimise your bookings in the cooler climes?

i

Holly Alderson, Content Marketing Assistant at Out Of Eden.

tâ&#x20AC;&#x2122;s inevitable that particularly during the autumn season with the post-summer come-down and the pre-festivities period, B&Bs can face something of a booking drought. The children are no longer RÎ?IRUWKHVXPPHUVFKRROKROLGD\VWKHZDONer, rambler and tourist rush has quickly quietened down and the desire for a staycation has been washed away by our typical drizzly British weather. However, if you know how to digitally market yourself during this time, you could have a very successful season.

MASTER SOCIAL MEDIA Too often when we speak to our customers about how they market their business, there seems to be a general consensus, particularly with B&B owners, of a certain uneasiness when it comes to using social media platforms. The majority of the time, B&B owners are apprehensive about the â&#x20AC;&#x2DC;typeâ&#x20AC;&#x2122; of guest marketing via social media can attract, and so boycott Facebook, Instagram and Twitter altogether preferring traditional word-of-mouth and walk-in bookings. Not only that, those that do have social media very rarely maintain DQDFWLYHEXVLQHVVSURČ´OHZKLFKEHOLHYHLWRU not, can in fact discourage potential guests from booking in this digital age. If you too have trepidations when it comes WRVRFLDOPHGLD\RXČ&#x2021;UHGHČ´QLWHO\QRWDORQHÎ&#x2013;Q 2016 it was reported that 62% of B&Bs have no social media presence whatsoever, while more than half of those that do very rarely post. Yet with 76% of travellers posting their holiday pictures and videos online, whether you are an advocate of digital marketing or not, your guests are still very likely to post about your property regardless, good or bad. Every great picture, post or review your guest shares about your business is essentially free publicity â&#x20AC;&#x201C; and who doesnâ&#x20AC;&#x2122;t love a freebie! 8VHÎ&#x2013;QVWDJUDPDVDSODWIRUPWRVKRZRÎ? SLFWXUHVRIWKHVPDOOHUČ´QHUGHWDLOVRI\RXU B&B and its location in the autumn; the cosy RSHQČ´UHWKHIUHVKO\EDNHGVHDVRQDOWUHDWV

or the local autumnal walks, to create a lovely, luxury feel and feed. The more time you WDNHWRFUHDWHDQDWWUDFWLYHDFWLYHSURČ´OH the more people will become invested in your content. Facebook, on the other hand, is a great platform to share local events, last minute room availability, great reviews and even personal achievements. Social media can certainly be daunting, but in this day and age itâ&#x20AC;&#x2122;s essential for staying ahead of the competition and taking control of your online presence. If youâ&#x20AC;&#x2122;re just starting out on social media, try to create a strategy, possibly posting just once or twice a week. Make the most of this free platform, especially during quieter seasons, and see the results FRPHČľRRGLQJLQ

TRY BLOGGING ABOUT YOUR BUSINESS In its most basic form, blogging is essentially a mix of articles and journal entries and, given Luxury Bed & Breakfast - 29 - October 2018

that B&Bs are renowned for their homely feel, can really help to provide a personal side to your business. Aside from the potential set-up cost, creating a blog platform is yet another free digital marketing tool you should absolutely utilise. As a local to the area, you will undoubtedly have a wealth of information that can be priceless for future guests when it comes to planning their visit, and what your % %KDVWRRÎ?HU Perhaps the best thing about having your own blog is the complete creative agency to discuss whatever you like (as long as it is somewhat related to your property!). From a weekendâ&#x20AC;&#x2122;s DIY VHVVLRQWRWKHWRSČ´YHPXVWVHHDWWUDFWLRQVLQ your area, to the recipes for your legendary Victoria sponge â&#x20AC;&#x201C; whatever it may be, people love having an insight of the ins and outs of running a business and seeing all the work that has gone into decorating, running and developing as a B&B in such a competitive market.


- In Depth / Conservation -

TIME FOR SOME TLC If you are experiencing a quieter period despite DOO\RXUHÎ?RUWVWKLVFDQVRPHWLPHVEHDEOHVVing in disguise. Rather than taking time out of your day trying to obtain those last-minute halfprice bookings, really use this time to look after you and your property. Carry out the mainteQDQFHZRUN\RXČ&#x2021;YHEHHQSXWWLQJRÎ?GXULQJ\RXU peak season (and blog about it, too!), refresh your rooms with some season-appropriate soft furnishings (and then take a nice picture for Instagram) and if you are in a position to, take some time for yourself. This way both you and your B&B will be more than ready for your next guests when bookings pick back up again. www.outofeden.co.uk T: 01768 372 939 E: sales@outofeden.co.uk OR FIND US AT: Facebook: @outofedencumbria Twitter: @outofedenuk Instagram: @outofedenuk

01768 372 939

sales@outofeden.co.uk  www.outofeden.co.uk Luxury Bed & Breakfast - 30 - October 2018


- In Depth / Autumn occupancy -

Subscribe today! to receive the UK's best targeted and most informed news and expert advice for owners and managers of bed and breakfasts. ÂŁ65 UK - ÂŁ98 O/SEAS

Contact helen.richmond@jld-media.co.uk

www.facebook.com/luxurybbmag Luxury Bed & Breakfast - 31 - October 2018


Meeting guests’ Wi-Fi expectations Unreliable guest Wi-Fi can be as damaging to your business as a burned breakfast. Bill Lumley explores emerging Wi-Fi technology and tries out a mesh network to see how it can improve your guests’ broadband experience

Luxury L Lu Lux uxury ux urrryy B u Be Bed ed & B Br Breakfast rea eak e akkfa a fas fas fast ast - 32 32 - Oc October Oct O ccttob obe be b er 2 2018 018 0 01 18 1 8


- Feature / Technology -

M

ost Britons consider Wi-Fi an issue when staying away from home for leisure purposes, according to a study carried out by data networking company Linksys. The survey carried out this summer polled 2,000 UK consumers and found that Britons value a seamless Wi-Fi connection more than any other Europeans, especially when they take their kids. An overwhelming 82% of UK holidaymakers rate Wi-Fi availability as a priority when staying away from home compared with the proportion of the rest of Europe at 78.3%. Meanwhile more than 64% of UK residents have admitted they will strongly consider alternative accommodation if Wi-Fi is not available or easily accessible, with almost one LQČ´YHVD\LQJWKH\ZRXOGFRQVLGHULWDGHČ´QLWH deal-breaker. Unsurprisingly, those travelling with kids UHČľHFWHGDKLJKHUQHHGIRUDFFHVVLQJ:L)L on holiday compared with those on vacation without kids under the age of 18, at 77% versus 62%, respectively. The digital generation has an impact on their parentsâ&#x20AC;&#x2122; planning whether itâ&#x20AC;&#x2122;s in a hotel, campground or guesthouse, the survey revealed. When Europeans take a holiday in their own countries, they have the highest need for Wi-Fi at 77.3%, the survey found. The UK and France score higher at 80% while Germany and Netherlands score slightly lower at 75%. The survey concluded that even the availability and size of a mobile data plan is not enough for most people, regardless of whether they are at home or on holiday. Reporting on the survey results, Linksys said: â&#x20AC;&#x153;As we talk about being Zen and switchLQJRÎ?ZKLOHWUDYHOLQJDEURDGPRXWKZDWHULQJ VHOČ´HVVWLOOPDQDJHWRVQHDN their way in. Post it and leave it doesnâ&#x20AC;&#x2122;t work as you must keep watch of incoming likes. As it turns out, saying that youâ&#x20AC;&#x2122;re switchLQJRÎ?GRHVQČ&#x2021;WDFWXDOO\ mean youâ&#x20AC;&#x2122;re switching RÎ?Č&#x201A;DQGQRZWKHUHLV data to support it.â&#x20AC;? The study found the number of holidaymakers in Europe choosing to EHFRPSOHWHO\RÉ&#x17E;LQHGXULQJWKHLUYDFDWLRQČ&#x201A;WDNLQJ

network and troubleshooting a diverse array of associated broadband issues.

MESH NETWORK

DV/LQNV\VSXWVLWDČ&#x2020;GLJLWDOGHWR[Č&#x2021;Č&#x201A;LVYHU\VPDOO Connectivity is therefore clearly an essential aspect of a luxury guest house experience. The problem is that most Wi-Fi tech is hard to set-up and poorly designed, often with big and ugly antenna boxes. Everyday Wi-Fi tech is just not designed to Č´WWKHGHVLJQDHVWKHWLFWKDWJXHVWVH[SHFWWKH survey concludes. Furthermore, guests expect to listen to their Spotify, upload pictures and videos on Instagram, video chat with family back home and conference call work. $VWKHVXUYH\IURP/LQNV\VFRQČ´UPVLI\RX want to ensure an all-round score of excellent in your guest reviews then you need to be certain that you are providing an uninterruptHG:LČ´VHUYLFH You are equipped with professional experWLVHLQ\RXUČ´HOGRISUDFWLFHKRVSLWDOLW\Î&#x2013;WLV just unfortunate that today you are likely to be judged as much by the extent of your exSHUWLVHZKHQLWFRPHVWRLPSOHPHQWLQJD:LČ´

Luxury Bed & Breakfast - 33 - October 2018

The traditional solution when a routerâ&#x20AC;&#x2122;s signal weakened in certain parts of your property was to invest in a range extender and plug it in in a room further away, so the signal from the original source would then be passed on via the range extender. However, what is not commonly known is that the signal is reduced by 50% with each extender, meaning the coverage reach would be extended yet the signal ZRXOGEHVLJQLČ´FDQWO\OHVVVWURQJ 2QHRIWKHPRVWHÎ?HFWLYHDQGHDVLO\ deployed solutions if you are experiencing an inadequate or patchy Wi-Fi service in your % %LVWRLQYHVWLQD:LČ´PHVKV\VWHP7KH suppliers of such systems contend they result in a consistent and reliable Wi-Fi signal. Its extended reach and signal also helps to bypass WKHQHHGIRUDTXDOLČ´FDWLRQLQERÉ?QU\ A key advantage of a mesh system as opposed to the transitional router is that it will cover all areas equally, meaning that the VLJQDOTXDOLW\LVQRWDÎ?HFWHGDVDQGZKHQ more rooms and guests make use of it. This should mean B&B owners are less subject to guests panicking in their inability to access their favourite website, send work documents or make phone calls via Wi-Fi. 7KHUHDUHDYDULHW\RISURYLGHUVRI:LČ´ mesh systems, among them Linksys, Google, Netgear and Zyyxel. The system we tried was Linksys Velop TriBand AC4400 Intelligent Whole Home Mesh Wi-Fi System. It works with Alexa, and purports to cover full-strength Wi-Fi across 4,000sq ft. We put the mesh system through its paces in two locations with building structures that would emulate a range of the kind of environment in which B&B owners would expect to deploy the system: a rural property known for poor broadband signal; and a six-bedroom, semi-rural property with outhouses some distance from the main building. It should be noted that this was not a comparative process, so we do not know how Linksysâ&#x20AC;&#x2122; mesh system


- Feature / Technology performance compares with competitors.

TEST RESULTS 7KHČ´UVWSURSHUW\LQUXUDO6XUUH\ZDVLQVWDOOHG by an experienced IT system administrator, who reported back that every room in the GZHOOLQJVXEVHTXHQWO\KDGLWVČ´UVWH[SHULHQFH of high-speed broadband, thus ticking that particular box. The units moved on to the second property, where the tests were more complicated. The so-called superfast broadband at the property is delivered by a household-name domestic broadband service provider that boasts the highest download speeds in the UK and it does indeed deliver that speed to the router itself. However, experience over the months we have used it has shown us that by moving just a few feet from the router the speed drops, and that on connecting to the Wi-Fi from any of the four large upstairs bedrooms yields slow speeds RIEHWZHHQDQG0ESVQRWVXÉ?FLHQWO\IDVW to meet the needs of many guests. The latest in a string of engineers to visit the property candidly informed us that the company invests in routers of such basic quality that it is to be expected their performance is poor, in a you-get-what-you-pay-for kind of way. In other words, our poor domestic Wi-Fi speed experience is not uncommon. I showed the engineer the still-boxed-up Linksys, and he expressed the view that this ZRXOGČ´[WKHRQJRLQJSUREOHPVWKDWZHKDG been experiencing in our admittedly larger-than-average property. Here it was down to me to install the mesh system. A technophobe who calls on assistance to recharge my mobile phone, I ZDVUHOLHYHGWRČ´QGWKH/LQNV\VV\VWHPWR be a straightforward, consumer-friendly interface, and it was very easy to set up and use straight away, with neither lengthy manuals nor technical jargon. There was simply an easy set-up card with three simple and unambiguous instructions. A colleague downloaded the app to my phone before successfully testing the Wi-Fi in the bedroom at the far end of the house upstairs and then in the furthest outhouse. All areas within the property suddenly saw connections of over 100Mbps. The outhouse had never before even received broadband, let alone a signal this fast, with speeds of in excess of 100Mbps. The same went for the four upstairs bedrooms

and the annex. The ease of installation and subsequent use will probably prove to be a bonus to any B&B owners by reducing the rate of guests calling on them for assistance or, worse still, assuming there is no Wi-Fi and stilting their review accordingly. The system enables any changes to be made remotely via the Linksys app, which means that if any guests have problems there is no need to be physically in the guest room to troubleshoot and enable guest access. As soon as I launched the Linksys app on my phone it displayed both the internet status and the number of devices connected to the network. 7KHUHZDVDEULHISHULRGLQWKHČ´UVWIHZ days when signal strength fell, a situation we were alerted to by a 13-year-old resident, and RQHČ´[HGLPPHGLDWHO\E\UHVHWWLQJWKH9HORS In addition, access to other settings was fast, such as guest access, device prioritisation and parental controls. These for example enable you to create schedules that prevent internet access to certain websites to any

Luxury Bed & Breakfast - 34 - October 2018

device connected to the network. As the manufacturer explained, owing to the fact that it is a mesh Wi-Fi rather than the router that pushes the signal out from a certain point in the property, it covers the entire area with equally high signal strength. This compares favourably to a router, where the further you move from it the weaker the signal. Linksys solves that issue with the mesh system, so the furthest rooms receive just as strong a signal as the location of the router. The units themselves look good as well, and we were actually tempted to conceal the router altogether, which suddenly looked ugly compared to the elegance of the white Velop box. You can mix and match the nodes, which according to Linksys is not possible with certain other mesh systems, with dual and tri band systems combined where necessary to enable you to have as much coverage as you need. For example, if you have a property with multiple rooms and outbuildings you can mix and match the nodes and if for instance you built an extension you would simply need to buy a new node rather than install a new system to increase the reach across your expanded B&B. In conclusion, the device exceeded our expectations at both properties. If it is speed, aesthetics and ease of use you are after then we canâ&#x20AC;&#x2122;t fault the Linksys.


"The ease of installation and subsequent use will probably prove to be a bonus to any B&B owners by reducing the rate of guests calling on them for assistance or, worse still, assuming there is no Wi-Fi and stilting their review accordingly." Bill Lumley


- Feature / Advice -

Luxury Bed & Breakfast - 36 - October 2018


- Feature / Advice -

The death (and re-birth) of the independent B&B

Many B&B owners have been watching their income diminish before their eyes as the online travel agents disrupt the comfort of the traditional hospitality marketplace. Yvonne Halling tells you how you can fight back.

HISTORY Since the rise of the internet, many bed and breakfasts have been in the dark when it comes to using it to their best advantage and have unwittingly become a â&#x20AC;&#x2DC;supplier of bedsâ&#x20AC;&#x2122; to OTA businesses. Letâ&#x20AC;&#x2122;s go back in time to see how this came about. Back in the good old days, before the internet arrived, we used to make a lovely home, keep it spotlessly clean, cook great breakfasts and enjoy chatting to strangers in our homes. :HČ&#x2021;GSD\WKHORFDOWRXULVWRÉ?FHWREH included in their annual directories, and weâ&#x20AC;&#x2122;d hang a sign outside and wait for prospective guests to knock on the door or ring the phone We never made very much money, but the B&B wasnâ&#x20AC;&#x2122;t usually the main source of household income so we didnâ&#x20AC;&#x2122;t worry too much. Marketing was a word we hadnâ&#x20AC;&#x2122;t really heard of back then. Fast forward to 2018 and letâ&#x20AC;&#x2122;s take a look at how this scenario is pretty much dead. The internet opened up the travel market to the world. Prospective guests can now access accommodation from anywhere in the ZRUOGDWWKHWDSRIDČ´QJHU:LWKLQPLQXWHV properties can be drooled over, reviews can be scrutinised, and prices can be compared. This has largely left the traditional B&B owner completely overwhelmed and illequipped. They have no idea how to use the internet to their advantage to get in front of prospective guests.

AND SO ENTERâ&#x20AC;Ś The elephant in the room â&#x20AC;&#x201C; the online travel agents.

With their siren call of the promise of more guests â&#x20AC;&#x201C; lots more guests â&#x20AC;&#x201C; owners saw the opportunity to dramatically increase the secondary household income and boomâ&#x20AC;Ś. Like lambs to the slaughter, with no real EXVLQHVVVNLOOVWKH\ČľRFNHGLQGURYHVWROLVW their properties. And who can blame them?

STATS More than 2 million properties are listed on booking dot com, 4 million on Airbnb, and on Expedia, and with including brands like Hotels.com, VRBO, Home Away and recently bed and breakfast.com there are probably millions more. These companies rank among the biggest in the world, generating enormous amounts of revenue for themselves and their shareholders. Revenue in the online travel booking segment amounts to US$238.142m in 2018. Revenue is expected to show an annual growth rate (CAGR 2018-2022) of 8.0%, resulting in a market volume of US$323.54m by 2022. The market's largest segment is hotels, with a market volume of US$130,834m in 2018. (Source: Statista.com) Where does this money come from? Well largely from YOU, the accommodation owner and your guests. Letâ&#x20AC;&#x2122;s see how that happens by imagining a scenario: Joe books himself and his wife Marge into one of your rooms at your B&B, which costs ÂŁ100 for the night. He does it through booking dot com. You pay the online travel Luxury Bed & Breakfast - 37 - October 2018

agent ÂŁ15 for Joeâ&#x20AC;&#x2122;s booking. Joe and Marge have a wonderful time celebrating their 40th wedding anniversary, and leave you a lovely UHYLHZRQ%RRNLQJGRWFRPDQGRÎ?WKH\JR back to their daily lives. Now letâ&#x20AC;&#x2122;s track that ÂŁ15. In order for them to make the revenue they make, the OTAs now need to take a proportion of your money and give it to Google, in the form of paid advertising so they can buy up every keyword imaginable (search terms that people type into the search engine, LQRWKHUZRUGVVHDUFK*RRJOHWRČ´QGZKDW theyâ&#x20AC;&#x2122;re looking for) so that Google will put them at the top of page one every single time. Does that mean that the travel agents are performing another service for you? Not necessarily, because the truth is, they donâ&#x20AC;&#x2122;t care who makes a booking and for what property, as long as they make bookings via them. Theyâ&#x20AC;&#x2122;ll take your commission and put it to work for their business to get any bookings they can, anywhere in the world, and they pay Google to help them. But hereâ&#x20AC;&#x2122;s the death knell for you: Theyâ&#x20AC;&#x2122;ve got control of Joe and Margeâ&#x20AC;&#x2122;s contact details, along with a gazillion other people. They wonâ&#x20AC;&#x2122;t give them to you because they understand the power of owning the database (list of customers details) and you donâ&#x20AC;&#x2122;t. This means that you have to keep on paying them to get more and more bookings, because you have no way to capture your guestsâ&#x20AC;&#x2122; real details, build a relationship with them and have them coming back without using the OTAs. Youâ&#x20AC;&#x2122;re working for them now. They own


- Feature / Advice -

you. And youâ&#x20AC;&#x2122;re in the global marketplace along with millions of other properties and \RXKDYHOLWWOHRUQRSRLQWRIGLÎ?HUHQWLDWLRQ so people are choosing you mostly on price. How low can you go?

OPPORTUNITIES Worried? You should be. And you didnâ&#x20AC;&#x2122;t see it coming? Come on. But wait. There is a solution. Hereâ&#x20AC;&#x2122;s how you can be re-born as a busiQHVVRZQHUČ´UVW% %RZQHUVHFRQGDQGJHW RÎ?WKHWHDWRIWKHRQOLQHWUDYHODJHQWVIRUHYHU and take back control of your income and your life. )LUVW\RXKDYHWRGLÎ?HUHQWLDWH\RXUVHOI That means deciding on who your ideal guest LVEDVHGRQZKHUH\RXDUHZKDW\RXRÎ?HU and who you are. This means no longer taking anybody and everybody and metaphorically prostituting yourself on the online travel agents just to get bookings. Stop that, right now. Itâ&#x20AC;&#x2122;s demeaning, and it diminishes your value. Once youâ&#x20AC;&#x2122;ve made a decision on who youâ&#x20AC;&#x2122;d most love to welcome and why, move to step two. Set up your website for those guests. Get really clear on the promise and communicate it to your ideal guests, writing words they understand. Stop talking about you, your awards and the features. Focus instead RQWKHEHQHČ´WVWR\RXUORYHO\JXHVWVDQG

draw them in with your evocative language. Now deliver your promise exceptionally well, which you will do, because youâ&#x20AC;&#x2122;re doing it from your heart, not your fear and desperation anymore. Obtain your guest-details, no matter what FKDQQHOWKH\XVHGWRČ´QG\RXWKHČ´UVWWLPH and begin to build a relationship with them that lasts forever, like your life depends on it, because it does. On average 20% of your guests will love you and stay in touch and come back. Let the other 80% go, and make that 20% as big as you can over time. Keep in touch as you would a friend, and ofIHUWKHPVSHFLČ´FUHDVRQVWRFRPHEDFN'LWFK the monthly â&#x20AC;&#x153;newsletterâ&#x20AC;? thing with random VWXÎ?WKDWGRHVQČ&#x2021;WVSHDNWRDQ\RQHLQSDUWLFXlar and start being really focussed on what your guests really want to come back for. Then, create lots of content in the form of blog posts, social media posts, videos and conversations that you can use to gain the attention of more lovely new guests and position yourself as the best source of information around. Take them into your world, and build relationships even before theyâ&#x20AC;&#x2122;ve decided to book with you.

GOING FORWARD This is the recipe for your re-birth. The majority of owners wonâ&#x20AC;&#x2122;t do it, because Luxury Bed & Breakfast - 38 - October 2018

even though their businesses are dying, theyâ&#x20AC;&#x2122;re hanging on to the old ways for dear life, when the world has moved on. Guests want an emotional connection with you and what you know. Thatâ&#x20AC;&#x2122;s why they choose B&Bs over anonymous, sterile hotels. The online travel agents have turned you into a commodity, making everything about the transaction. The emotional, human connection is being lost in the sea of choice, much of it mediocre, and price discounting. Does it sound like a lot work? Well thatâ&#x20AC;&#x2122;s because it is. But not the kind of work youâ&#x20AC;&#x2122;re currently doing. Itâ&#x20AC;&#x2122;s mostly working on your mind and your attitude, so you can embrace the thinking patterns of a real business person to bring your dream back to life. Itâ&#x20AC;&#x2122;s not too late. You can learn new skills, NHHSPRUHSURČ´WIRU\RXUVHOIDQGKDYHIXQ again. The door is wide open for you. Just walk through it. Yvonne Halling is the creator of Bed and Breakfast Coach.com where since 2013 she helps B&B owners worldwide to add at least an extra 25% to their income in one season, reduce FRPPLVVLRQELOOVWR27$VHQGFDVKČľRZZRUULHV of the low season and have more fun, through her proprietary system that gets results fast. Sheâ&#x20AC;&#x2122;s an international award-winning speaker, business coach and online marketer. www.bedandbreakfastcoach.com


- Feature / Advice -

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- Feature / Insurance -

Luxury Bed & Breakfast - 40 - October 2018


- Feature / Insurance -

Insurance premiums under pressure

There are a good number of direct insurers that specialise in providing insurance policies for practitioners in the hospitality sector. They can provide you with your policy quickly and efficiently, and an online portal can help determine which one offers you the cheapest cover without you having to book an appointment with an intermediary to guide you through the process. Bill Lumley looks at associated considerations.

R

ight now insurance premiums are rising for residential properties, DQGWKHVHRIFRXUVHDÎ?HFW% %V Among the reasons for escalating prices is that a higher than normal rate of extreme weather claims were paid out earlier in the year arising from the snow and ice of ODVWZLQWHU It is important to look closely at renewal WHUPVRÎ?HUHGE\\RXUH[LVWLQJLQVXUHUDQGWR shop around at every annual renewal, and it is ZRUWKFRQVLGHULQJXVLQJDQLQVXUDQFHEURNHU Î&#x2013;QVXUDQFHEURNHUVDUHDEOHWRGRWKLVRQ \RXUEHKDOIDQGDWQRH[WUDFRVWDQGDUHDEOH to identify pitfalls or shortcomings in any policy that might leave you exposed to risk in a FHUWDLQW\SHRIHYHQW7KH\ZLOOSD\SDUWLFXODU attention to any increase in premium cost and will have the perspective to assess whether switching to another insurance provider is a VHQVLEOHPRYH %URNHUVFDQJLYHDGYLFHRQQXPHURXVLVVXHVLQFOXGLQJVXSSRUWLQWKHHYHQWRIDFODLP As the agent of you the client, they represent \RXULQWHUHVWV Î&#x2013;I\RXDUHXQVXUHZKHUHWRČ´QGDUHOLDEOH EURNHUDVJRRGDSODFHDVDQ\LVWKH%ULWLVK Î&#x2013;QVXUDQFH%URNHUV$VVRFLDWLRQ %Î&#x2013;%$ %Î&#x2013;%$ PHPEHUVSURYLGHDGYLFHJXLGDQFHDQG choice on a range of risk management servicHVDQGLQVXUDQFHSURGXFWV You are also protected if an insurance Č´UPLVXQDEOHRUOLNHO\WREHXQDEOHWRSD\ FODLPVDJDLQVWLW

INSURANCE PREMIUM TAX 7KHFRVWRILQVXUDQFHSROLFLHVDOVRULVHV periodically when the government of the day GHFLGHVWRXVHLQVXUDQFHSUHPLXPWD[ Î&#x2013;37 DV DFDVKFRZ 7KHWD[ZDVČ´UVWLQWURGXFHGLQWKH8.LQ &KDQFHOORU.HQQHWK&ODUNHČ&#x2021;V%XGJHW ZKHQLWZDVVHWDWDVWDQGDUGUDWHRIÎ&#x2013;W ZDVWKHQUDLVHGWRLQWRLQ LQLQLQDQG VLQFH-XQHWKHVWDQGDUGLQVXUDQFHSUHPLXPWD[UDWHKDVVWRRGDW7KHODVWWKUHH ULVHVZHUHEURXJKWLQE\IRUPHU&KDQFHOORU *HRUJH2VERUQH $KHDGRIQH[WPRQWK V%XGJHWVWDWHPHQW8.DFFRXQWDQWVDQGEXVLQHVV DGYLVRU8+<+DFNHU<RXQJFDOFXODWHGWKLV PRQWKWKDWWKDWÎ&#x2013;37\LHOGHGeEQLQWKH \HDU 7KHČ´UPVDLGČ&#x160;7KHJRYHUQPHQWČ&#x2021;VLQFRPH IURPÎ&#x2013;QVXUDQFH3UHPLXP7D[LQFUHDVHGWR eEQLQXSRQeEQFROOHFWHG WKHSUHYLRXV\HDUČ&#x201A;DIDUELJJHULPSDFWRQ EXVLQHVVHVDQGFRQVXPHUVWKDQKDGEHHQ SUHGLFWHGE\WKHJRYHUQPHQWČ&#x2039; 7KHČ´UPZHQWRQWRDGGČ&#x160;7KHJRYHUQPHQW IRUHFDVWWKDWÎ&#x2013;37LQFUHDVHZRXOGJHQHUDWHDQ H[WUDePLQWD[UDLVHG+RZHYHUWKHDGGHGWD[UDLVHGIURPEXVLQHVVHVDQGFRQVXPHUV ZDVePODVW\HDUČ&#x201A;PRUHWKDQWKH RULJLQDOSUHGLFWLRQČ&#x2039; 7KHQHHGWRWDNHRXWH[WUDLQVXUDQFH SROLFLHVFRPELQHGZLWKWKHÎ&#x2013;37LQFUHDVHKDV OHGWREXVLQHVVHVEHLQJGRXEO\DÎ?HFWHG7KH Luxury Bed & Breakfast - 41 - October 2018

OLNHVRIHPSOR\HHVČ&#x2021;OLDELOLW\LQVXUDQFHDUH FRPSXOVRU\IRUDQ\FRPSDQ\EXWHYHUHYROYing technology means that there are constant QHZWKUHDWVEXVLQHVVHVQHHGWRSURWHFW WKHPVHOYHVDJDLQVW One strong growth area in the insurance VHFWRUKDVEHHQF\EHUDWWDFNFRYHU:LWK % %VLQFUHDVLQJO\GHSHQGHQWRQRQOLQH IDFLOLWLHVWRHQJDJHZLWKFXVWRPHUVERWKIRU ERRNLQJDQGUHYLHZVWKLVVHFWRULWVHOILVXQGHUVWRRGWREHVSHQGLQJPRUHRQLQVXUDQFH LQWKLVDUHDWKDQSUHYLRXV\HDUV $FFRUGLQJWR8+<+DFNHU<RXQJWKHUH ZHUHDURXQGPF\EHUFULPHVLQWKH8. LQEXWRQO\SURVHFXWLRQVUHODWHGWR FRPSXWHUKDFNLQJLQWKHVDPH\HDU $VWKHJRYHUQPHQWKDVVRIDUEHHQ XQDEOHWRWDFNOHWKHJURZLQJSUREOHPRI F\EHUFULPHVEXVLQHVVHVKDYHQRFKRLFHEXW to protect themselves through increasing OHYHOVRILQVXUDQFH Recent research has concluded that nine RXWRIWHQEXVLQHVVHVLQWKH8.KDYHVRPH IRUPRIF\EHULQVXUDQFH 5LFKDUG/OR\G:DUQHSDUWQHUDW8+< +DFNHU<RXQJVDLGČ&#x160;7KH7UHDVXU\LVEHQHČ´WLQJIURPWKHQHFHVVLW\RILQVXUDQFHE\ PRUHWKDQWKH\KDGRULJLQDOO\H[SHFWHG Č&#x160;7KHIDFWLVWKDWEXVLQHVVHVDUHQRZ facing more threats than ever, all of which PXVWEHLQVXUHGDJDLQVW-XVWDVWKHULVNRID F\EHUDWWDFNKDVEDOORRQHGRYHUWKHODVWIHZ years, new threats are likely to spring up in WKHIXWXUHČ&#x2039;


ON THE MARKET Welcome to "ON THE MARKET", the new section of Luxury Bed & BreakfastPDJD]LQHVSHFLÈ´FDOO\GHVLJQHGWRVKRZFDVHWKHEHVW % %VIRUVDOHDFURVVWKHFRXQWU\ (DFKLVVXHZHDLPWRKLJKOLJKWVRPHRIWKHODWHVWDQGJUHDWHVW % %VFXUUHQWO\DYDLODEOHÎ&#x2013;QDGGLWLRQWRWKLVRXUQHZ% %IRUVDOH VHFWLRQLVDOVRXSDQGUXQQLQJDWwww.luxurybbmag.co.uk, which ZLOOKDYHIXUWKHUUHJXODUO\XSGDWHGSURSHUWLHVIRU\RXWRYLHZ Î&#x2013;I\RXZRXOGOLNHWRUHFHLYHWKHODWHVWSURSHUWLHVIRUVDOHVWUDLJKW WR\RXULQER[VLPSO\KHDGRYHUWRwww.luxurybbmag.co.uk DQGVLJQXSWRRXUQHZZHHNO\HQHZVOHWWHUIRUWKHODWHVWQHZV IHDWXUHVDQGSURSHUWLHVIRUVDOH$OWHUQDWLYHO\FRQWDFWRQHRIRXU VXEVFULSWLRQVWHDPRQ01737 852 342 W Î&#x2013;I\RXDUHORRNLQJIRUD% %IRUVDOHLQ\RXUORFDODUHDEXWFDQ W È´QGZKDW\RX UHORRNLQJIRUKHUHRURQRXUZHEVLWHGURSWKH Luxury Bed & BreakfastWHDPDQHPDLOZLWK\RXUUHTXLUHPHQWV R DQGZHFDQJHWLQFRQWDFWZLWKRXUQHWZRUNRIHVWDWHDJHQWVWR VHHLIZHFDQÈ´QG\RX\RXUQH[WGUHDP% %

LOOKING TO SE LL YOUR CURREN T B&B? WHY NOT CONTACT US ON 01737 852 342. WE WILL BE MORE THAN HAP PY TO DISCUSS AVAILABLE OPTIO NS WITH YOU.

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       @ :12,14/8@@ 549-498@ @ :814-88@ 49-77:69154@ 5;-7@ @:*21+@@3625>-78@1)*1219>@ @ :814-88@-/)2@ =6-48-8@ 5;-7@ ? 5<@ =+-88@ 57@ 2)138 ? &@$0-.9@@++1,-49)2 )3)/-@ >@:-898 ? @"-+:719>@ 54,191548 Running a B&B or guest house is hard work and ringing around for days on end getting insurance quotes can be hassle and stress you donâ&#x20AC;&#x2122;t really need. Hodgson Insurance Services are an independent family run insurance broker based in Bude, Cornwall. We have been insuring guest houses all over the UK for over 40 years and understand the needs and insurance requirements of the modern-day B&B owner. You wonâ&#x20AC;&#x2122;t ever be dealing with a call centre, you will always be speaking ZLWKWKHVDPHRUWUDLQHGVWDÎ?PHPEHUV (YHU\EXVLQHVVLVGLÎ?HUHQWVRPHRÎ?HUDIXOOEUHDNIDVWRWKHUV allow guests access to cooking facilities. Some provide an element RIKROLGD\OHWWLQJPD\EHXVHRIDKRWWXEVRPHHPSOR\VWDÎ?:H take time to understand how you run your business, as independent brokers we donâ&#x20AC;&#x2122;t just use one insurer, we have access to a number of specialist guest house insurance schemes and will search the market

WRČ´QGWKHEHVWPDWFK for your business, so you donâ&#x20AC;&#x2122;t have to. We donâ&#x20AC;&#x2122;t just sell on price, we make sure the covers are adequate for your needs. All guest house schemes have GLÎ?HUHQWWHUPVVRPH require security on doors & windows, some donâ&#x20AC;&#x2122;t, some include full Theft By Guests and some RQO\RÎ?HUWKHIWFRYHU by forcible or violent entry. What excess do you have to pay in the event of a claim? All policies vary!! A burst pipe causes water damages to rooms which you canâ&#x20AC;&#x2122;t now rent for 6 months, will the policy compensate you for lost business?? An insurance broker should always fully explain the main conditions of a policy to ensure it meets your requirements. As general insurance brokers we donâ&#x20AC;&#x2122;t just do guest house insurance, although hospitality is a large part of our operation and we can look at quotes for holiday homes, restaurants, public houses etc, we also insure many landlords, shopkeepers and private motor vehicles. For more information or advice on your insurance needs please contact our brokerage.

            



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Luxury B&B Magazine - October 2018  
Luxury B&B Magazine - October 2018  
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