Spring 2008 Innkeeping Quarterly (IQ)

in this issue

Spring 2008 • Volume 2, Issue 2

IQsmart reading for smart innkeeping

innkeeping quarterly

Greening Your Inn

How one inn is making an impact one step at a time

21Black, green, white, red, yellow?

Serving specialty teas at your inn

27The Key to Attracting Your Perfect Guest

Professional Association of Innkeepers International

5




cover story

5 Greening Your Inn: How one inn is making an impact one step at a time

feature article

15 Using Psychology to Encourage Guests to Reuse Towels

departments

3 Key Notes

13 Association Spotlight

18 Innkeeper 2 Innkeeper

21 Food Glorious Food

27 Marketing Matters

31 PAII News and Information Center

35 Inn Sales

30 Advertisers’ Index

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

IQ: smart reading for smart innkeeping

Professional Association of Innkeepers International www.paii.org • 800.468.PAII

Spring 2008 • Volume 2, Issue 2

Cover Photo: Don Trueman

NEW!

About IQ:IQ is published quarterly. Subscrip-tion is included in the price of PAII membership. Editorial comments and suggestions are welcomed. To contribute, please contact Ingrid Thorson, 856-310-1102, [email protected].

Editorial Office:PAII, 207 White Horse Pike Haddon Heights, NJ 08035

IQ Staff:Contributing Editors: John Felton Laura Middleton Ingrid Thorson Jeanine Zeman

Contributing Writers: John Felton Samantha Hartley Marti Mayne Deborah Mosimann Alan Scherner Maria Sparsis Ingrid Thorson

Design: Imbue Creative

Advertising Sales: Marlene Sapir

PAII Staff:Jay Karen President and CEO

Karen Hudgeons Director of Membership & Member Services

Jeanine Zeman Director of Meetings & Events

Marty DeLuca Bookkeeper

Laura Middleton Communications Coordinator

Marlene Sapir Vendor Services & Sales

Ingrid Thorson Marketing & Communications Manager


Key NotesGlobal Warming or Not

What can one say about the en-vironment and “being green” that hasn’t already been said?

I don’t claim to be an authority on en-vironmental matters, but I was a junior member of Greenpeace way back in the late 80s! While my motivation to join the high school Greenpeace club had more to do with a certain young lady than my desire to save the whales, I nevertheless joined and learned a little something.

My point with that little anecdote? No matter what your motivation to be “green,” or if you believe in Global Warming or not, it’s a good decision. Let’s review some of the reasons you should consider following environmen-tally-friendly practices at your inn:

Using less energy saves you money.Who wants to spend more money run-ning their inn than necessary?

It’s wrong to be wasteful. We live in one of the most privileged societies in the world, which (in my opinion) breeds a bit of laziness and superfluous consumption. If there is no need to keep the water running, then turn it off. If your thermostats can be programmed to change tempera-tures during times guests might be away, you should consider taking the time to program them.

There’s a great marketing angle.Research is showing that consumers are more likely to go with a product or service that is labeled “environmen-tally-friendly,” even though there is little evidence that they’re willing to spend more for it. Nevertheless, you should get the right light bulbs, serve organic foods, use organic inputs in your garden and yard, etc. Seek out a legitimate environmental certifica-tion for your property, and wear it on your sleeve.

It’s our responsibility to love Mother Nature.Plain and simple — as inhabitants of a fragile ecosystem, it is our moral obli-

gation to be kind to our environment and immoral to have a net-destructive impact on our world. Do you compost waste from the kitchen? Do you avoid harmful chemi-cals when alternatives are available?

So, take your pick! Which reason fits best with you today? I’m not going to preach to you which one trumps the others, because in the end, the result is hopefully the same — having a net-positive impact on our environment.

I believe innkeepers are in a unique position within the greater lodging industry to be allies with our environ-ment. I think guests see B&Bs as woven into the fabric of the environ-ment — probably more than a big-box hotel. Maybe it’s because our build-ings have been around longer and have been preserved with great care. Because each individual inn is on a much smaller scale than a 500-room hotel, it might be easier for an inn-keeper to implement some responsi-ble practices. There are only two water heaters on which to moderate the tem-perature. There are 20, not 2,000, in-candescent light bulbs in the building to change to fluorescent. There are six thermostats to program, not 500. You get the point.

Even at our comparatively small scale, making these changes can be burdensome. But, how much of life is in some form burdensome? We all take on burdens each day based on what will come for having taken on those burdens. Are any of the argu-ments above worthy of making some changes? I hope so. What goes around comes around, right?

I welcome your ideas, comments and suggestions at my blog: www.innkeepingblog.blogspot.com

Jay KarenPresident & CEO

4429 SBA_HotelAd_PAII_8.5x11.indd 1 7/13/07 10:50:33 AM


5

Since the emergence of the environ-mental movement in the 1970s, Americans increasingly have be-

come aware of their impact on the environ-ment of what they do every day, from driving cars to throwing away empty cans.

Many businesses are just catching up with the public, for example a major oil company now advertises itself as “part of the solution.” Some innkeepers have been part of the solution for years, using envi-ronmentally friendly practices in their inns and, as a byproduct, passing on the message to their guests.

For Pam and Dick Thorsen, being “green” is a philosophy that they live by and have incorporated into their inn, the Classic Rosewood Inn located in Hastings, Minnesota, southeast of Minneapolis-St. Paul. Their philosophy of “reduce, reuse, recycle” entered their lives when the cou-ple began restoring old buildings. “Find-ing an adaptive reuse of an old church, hospital, mansion, even train car is in-deed being green,” Pam said. “No matter

how idealistic we are about saving and preserving, it really doesn’t work unless we have a productive practical use for it.”

The Thorsens believe that the bed and breakfast industry has played a role by adapting many older buildings and homes. “Just think of all the properties that have been saved, invested in, and put

on tax rolls that may not have been if not for the B&B industry,” Pam said.

The Thorsens are a perfect example. They started in 1983 with the Thorwood Inn, in Hastings, which is now being con-verted into three condos. Six years later, the Thorsens opened their second inn, the Classic Rosewood, also in Hastings. In this case, they saved a beautiful old build-ing from certain demolition. Both proper-ties were built in the 1880s and are on the National Register of Historic Places, which is the nation’s official list of build-ings and sites worthy of preservation.

“We are humbled by the opportunity to have saved this building. As we had

to remove some plaster and exposed the structural components of this 1880 Queen Anne, we were in awe of its origi-nal framework, we felt obligated and honored to match their work,” said Pam.

To incorporate green practices in their bed and breakfast flowed naturally from their beliefs in recycling and conserving the Earth’s natural resources. Recycling is a big part of what the Thorsens do every day. “We save all of the plastic fruit bas-kets from our farmer’s market and reuse them again and again,” Pam said. They also put attractive baskets in the halls for recycling glass and plastic. Pam noted: “The guests are more conscientious about using the recycle bins, where they used to throw recyclables away in the wastebasket in their room.”

The Thorsens incorporate recycled items into their inn, as well: A copper soaking tub, a double pedestal sink from an old barber shop, several light fixtures that have been rewired and reworked, marble from the Sheraton Ritz Hotel in Minneapolis, and of course, dozens of pieces of antique furniture.

“I don’t know if I have any influence on guests [and their eco-consciousness], but I believe that we all learn from each other and the sharing of a philosophy is an open door to a very personal connec-tion,” Pam said. She also noted that the personal connection cements the relation-ship with the guests. Repeat guests return because they are in touch with the Classic

Greening Your Inn:How one inn is making an impact one step at a timeby Ingrid Thorson

“I don’t know if I have any influence on guests [and

their eco-consciousness], but I believe that we all learn from each other and the sharing of a philosophy is

an open door to a very personal connection.”


6

Rosewood Inn philosophies and because they are comfortable inside the inn.

Getting the staff on board with the Classic Rosewood Inn’s green policy (noted below) takes place almost imme-diately. “We truly think of ourselves as caretakers of these buildings. When new staff members are hired, we give a full history on the building and share our preservation philosophies with staff from day one,” Pam said.

She gives the entire staff the same ti-tle “Keeper of the Inn” and they receive personal business cards with their name and title so that the staff is invested in the success of the business, while keep-ing in mind the philosophies and prin-ciples that the business is based upon.

The Thorsens also take the staff on an-nual field trips and often include historic properties. Doing this shows the staff the personal goals and interests of the Thorsens and reinforces their philoso-phy of preservation.

Being an integral part of the Classic Rosewood, the staff appreciates and com-municates the green policy and philoso-phy to guests. It is a requirement that all staff abide by the green policy while at the Classic Rosewood, and one staff member said they are “more conscious of ‘green’ in other parts of their life.”

Every room at the Classic Rosewood Inn has a notebook for the guests stating the inn’s green policy, which is (in an abridged version):

Not sure how to market your green policies to your guests

and prospective guests? Use some of these ideas

to pass on your philosophy and take part in

being eco-friendly.

Give each guest an ENERGY ■

STAR compact fluorescent bulb along with information about how 400 pounds of greenhouse gas emissions can be saved if each person changes just one bulb.

To offset your carbon ■

footprint, donate $3 from each guest booking to eco-friendly community organizations.

Develop guest travel ■

packages that feature eco-adventure activities including wind-powered boat rides, hiking, kayaking and a peak into local vacations, like pulling traps with a local lobsterman.

Promote the fact that ■

your inn has enabled the preservation of an historic and architecturally significant building.

Ideas from Historic Inns of Rockland, Maine, submitted by Marti Mayne, Maynely Marketing

Marketing your Green Inn

(continued on page 9)

goGREEN!

“Stonehurst Place is being remodeled to take ◆

into consideration environmentally-friendly enhancements. For example: recycled grey water, solar energy, energy efficient HVAC (heating, ventilation, and air conditioning), individual heating and cooling controls and low Volatile Organic Compound (VOC) paints.” —Rose Marie Ray, Stonehurst Place, Atlanta, Georgia

“We have a 5 acre Northeast Organic Farming ◆

Association (NOFA) certified garden on premise, and May through October we either grow our own or purchase over 90 percent of our food from farmers and specialty producers that are within 100 miles of the inn. We have successfully eliminated any and all products that are delivered by tractor trailer to decrease wear and tear on our road as well as transporta-tion costs. We have a goal that by 2010, 100 percent of all products and supplies needed to house and feed our guests and staff will either be a Vermont product or a sustainable product such as bamboo sheets and supplies from companies like Seventh Generation.” —AnneMarie DeFreest, The Inn at the Round Barn Farm, Waitsfield, Vermont

“In our luxury fireplace suites, we provide ◆

eco-friendly fire logs made with all natural ingredients instead of wood.” —Dwight and Lisa Hostvedt, Lost Mountain Lodge, Sequim, Washington

“I compost using four different methods— ◆

vermiculture, hot (box) compost, cold compost, and sheet compost. Hot requires a plastic box to put the garbage in. It must be turned periodi-cally in order to have enough air. Everything organic composts, but folks usually don’t do meat and dairy because of smells and rodents. I use sheet composting for meat and dairy. This is simply a deep trench I dig and put that stuff in it and cover it. The cool composting is simply a pile of leaves etc. that is not turned or worked over in any manner. It takes quite awhile, but can produce gorgeous composting. Some folks use a semi-cool, which is simply a contractor grade black plastic bag, full of leaves, clippings set in a warm spot. Vermiculture is the most fun.

It is a bin of red worms that munch the garbage. I started a bin because so many of my B&B folks live in condos and think they can’t compost. A bin can be put under the sink or in the garage.” —Victoria Freeman, House on Cherry B&B, Jacksonville, Florida

Also consider these methods for greening your inn from the Historic Inns of Rockland, submitted by Marti Mayne, owner of Maynely Marketing.

Consider widespread use of compact ◆

fluorescent bulbs and LED emergency lights, and put lights on dimmer switches and timers throughout guest and common areas.

Use zoned heat and group contract for bio-fuel ◆

heating oil.

Use storm windows and doors to improve ◆

energy efficiency.

Recycle old telephone books and donate ◆

old furniture, china, and linens to local charities.

Donate old linens and towels for re-use at ◆

Animal Shelters, old bathrobes for local Women’s Domestic Violence Shelter, unused shampoos/conditioners to homeless shelter and unclaimed guest clothing to Salvation Army.

Post placards to announce waste reduction ◆

options and available guest participation in being “green.”

Use Green Seal Certified cleaning products. ◆

Purchase concentrated cleaning supplies in bulk and use refillable bottles.

Use paper liners in trash cans instead of plastic. ◆

Use environmentally-friendly packaging ◆

for guest room amenities.

Open windows, window shades, and fans ◆

provide comfort to guests and minimize the need for air-conditioning.


What Other Inns Are Doing

8


Use washable cups in place of disposable cups ◆

in guest bathrooms.

Use paper products for “to go” requests. ◆

Use reusable cups for coffee and beverages in ◆

common areas.

Commit to using eco-friendly non-plastic cutlery ◆

made of corn starch at upcoming events.

Use all-natural lawn care and gardening ◆

products containing no pesticides.

Install solar path lighting. ◆

What Other Inns Are Doing (continued)


9

With respect for Mother EarthWe love that you have chosen to stay here and we thought we should share our con-cerns and issues as caretakers of this grand old place we call Classic Rosewood.

Products like our toil1. et paper, clean-ing products and tools have been chosen, because they do not have any harsh chemicals added.

Sheets are changed every third or 2. fourth day for our extended stay guests. You must request it after one day.

If you put towels in your tub or 3. shower, we will replace. If you hang them up, we will not.

The recycling bins in the hall are 4. for glass and cans only.

We recycle newspapers and maga-5. zines in the flat baskets in the pan-try. Feel free to add your materials to our basket.

We buy only fair trade shade grown 6. coffee from European Roasterie.

We buy from local farmers who 7. have achieved their organic certifi-cation. And of course we buy as much as we possibly can from the local co-op and the local dairy.

We are striving for zero waste.8.

On occasion, Classic Rosewood Inn guests let the Thorsens know that they appreciate the green policy, and some-times they offer even more suggestions. Pam believes that the guests participate in all of the inn’s green efforts, including using the recycling bins.

Green Outside the InnFor Pam, being green doesn’t stop at the inn. Pam is a steering committee member of a nonprofit called Renewing the Coun-tryside. The group has started a program called Green Routes, which is an easy-to-use website to help people find places to


10

eat, play, shop, sleep, and learn in Min-nesota. Thorsen finds other bed and breakfast properties that are practicing the “green life” to add to the locations on the GreenRoutes.org website.

Pam is involved with Friends of LeDuc, a nonprofit organization in Hastings. The group supports the LeDuc Mansion, which is now owned by the city of Hast-ings. The building has a story rich in his-toric facts and the Friends of LeDuc supports the Dakota County Historical Society in managing the property by planning various events. The Thorsens sponsor events at the LeDuc Mansion with respect for sustainable agriculture and have started a subgroup nonprofit called the North Heartland Food and Wine Learning Center. The event gives the Thorsens a platform for their philos-ophy as well as supporting a historic

work of art. Pam said, “One of our goals with some of the events is to unite local businesses with local farmers and perpet-uate buying locally.” To see more on sus-tainable agriculture, see the box on page 11 about SlowFoodUSA.

Green MarketingThe marketing plan for the Classic Rose-wood Inn has changed to incorporate the Thorsens’ philosophy as well as green practices.

Marketing to eco-friendly guests re-quires amenities or excursions that put the Earth first. The Thorsens put togeth-er a Birds and Brownie package that en-courages guests to walk out and observe the landscape in the Hastings communi-ty. The group shares binoculars, brownies and bird books. The goal of this package is to put guests in touch with nature,

without disturbing the natural environ-ment. The Thorsens also hire a local bird guide to lead the tours and help guests in what could be their first bird watching experience.

Pam also works with several non-profits in the state including the Minne-sota Ornithological Society, Minnesota Audubon, the Minnesota Department of Natural Resources, as well as the of-fice of tourism. “Birders are about the most ‘green’ individuals you will find,” she said. “They frequent bed and break-fasts and we have started a statewide campaign to connect to this market.”

Advice from Innkeeper to InnkeeperPam believes being “green” is a personal-ity trait of many people who choose to

(continued on page 12)


11

Develop a relationship ◆

with your local growers and producers. Meet the farmers in your area and visit them. See how they raise their animals and grow their fruits and vegetables. Buy from them. The food you get from them will be seasonal, delicious, and will have traveled a much shorter distance than most commercial food. That means that in addition to having a smaller carbon footprint, it is fresher and more nutritious. In addition, you’ve supported your local economy.

Invite a farmer to breakfast. Your ◆

guests might enjoy getting to know the person who grew their food.

Give your guests the confidence ◆

that the food they’re eating is safe. Consumers have many concerns these days about what’s in their food: is it

genetically modified? Full of pesticides? When you

buy your food from local, small producers, you can ask them how the food was grown and

feel confident in telling your guests what is, and

what isn’t, in their food.

Buy food directly from the Slow ◆

Food USA Ark of Taste (http://www. slowfoodusa.org/ark/create_a_meal.html), a list of endangered heirloom and heritage foods. Producing a meal or dish with endangered ingredients has great rewards—the ingredients are extraordinary in flavor, color, smell, feel, and taste.

Check out the Slow Food USA Web ◆

site at http://www.slowfoodusa.org.Another resource for finding local food in your area is: http://www.glynwood.org/resource/guidelocalmenu.pdf

The “slow food” movement has been growing in popularity in many parts of the country. Organic farmers, food cooperatives and specialty grocery stores, and even high-priced restaurants in urban areas have embraced a concept emphasizing what Slow Food USA calls “good, clean and fair food.”

Here are some ideas for how innkeepers can join the slow food movement, for the benefit of their guests and the environment.

Going Slowwhile going green


12

travel to bed and breakfasts. “I believe B&B’ers already have a respect for nature, a spirit of adventure and an understand-ing and respect of the nature of small business,” she said. Guests choose bed and breakfasts as their accommodations

in part because of the philosophies, she added, and so it’s natural for them to un-derstand and appreciate the “green” phi-losophy when they find it at an inn.

There is quite simply no better exam-ple in America of an industry that has done more for historic preservation than the bed and breakfast industry. Thou-

sands of properties have been upgraded and often saved from demolition. As a result, adaptive reuse is another form of recycling, in this case of a building. Inn-keepers such as the Thorsens say that adaptive reuse works best when it honors the building’s historic integrity. In B&Bs, innkeepers share the history of their build-ings with their guests, who have increas-ingly come to appreciate the work that innkeepers have done to save their build-ings and the environment as well. ■

Visit the Classic Rosewood Inn at www.thorwoodinn.com

Photography by Don Trueman.

“I believe B&B’ers already have a respect for nature, a spirit of adventure and an

understanding and respect of the nature of small

business.”

association sp tlight


Historic Inns of Rockland, Maine On tHe Same Page

A rising tide may float all boats, but when it comes to inn-keepers putting agendas and marketing budgets aside for the good of all, it’s a tough sell. The Historic Inns of Rock-land have faced the challenges of establishing trust, iden-tifying mutual goals and melding their talents together to create a lean, mean, and effective marketing machine dedi-cated to floating not only their own, but all Rockland boats. You can sum up the reason for their success in one phrase—Same Page Effect. The partici-pating innkeepers are on the same page with commitment, investment, consensus and trust. The association dues and marketing assessments are the highest marketing ex-penditure for each of the three participating inns, making Historic Inns of Rockland each inn’s highest marketing priority. The result: in a year when Maine tourism was down, each of the participating inns posted revenue increases, some in double digits.

Success wasn’t always in the cards for this group, though. When I started working with the Historic Inns of Rockland as a consul-tant, the group included six diverse inns, ranging from AAA four-diamond rated inns to vintage, “hobby” B&Bs. It was abundantly clear that the six members were divided on their target audiences, commitment, dedication and trust in the good of the group. Arguing, mistrust and negativism ruled, making progress virtually impossible. In an effort to salvage the organization, the three luxury inn members formed a separate PR group, while all six original members still main-tained a website with an availability calendar. Now, the His-toric Inns of Rockland is a two-tiered organization with three members carrying the bulk of the expense and time com-mitment, while sharing the bulk of the success. The smaller properties still appear on the website, in cooperative ads and can participate in some of the association events on an ad hoc basis.

A few high profile events and packages have put the Historic Inns of Rockland on the map. Their most notable event, Pies on Parade, an Inn to Inn Pie Tour takes place each January to boost off-season bookings while celebrating National Pie Day. Early on, the group developed a photography portfo-lio for media including a humorous photo of three of the innkeepers’ moms creating pie while dressed in mop hats and wielding rolling pins. This photo not only put the event on the map, but continues to garner media attention for the event four years later. The photo, along with the event, caught the eye of the Food Network, and in 2007 Bobby Flay declared Rockland, Maine, “Pie Town” when he challenged

the “Pie Moms” to a Throw Down which aired 20 times in September on the Food Network.

Another key to success is the group’s community orienta-tion. All proceeds from Historic Inns of Rockland’s events are donated to community organizations. The pie tour has raised enough money to feed 100 hungry Midcoast Maine families for a year for four years now; their holiday inn tour has collected hundreds of coats, mittens and thousands of dollars for Coats for Kids over the past few years. All three premier Historic Inns of Rockland are Certified Maine Hos-pitality Environmental Leaders, making them the first New

England B&B association dedicated to green tourism. However, they’ve ratcheted the green theme up a

few notches beyond their recycling and buying locally initiatives, giving an ENERGY STAR

compact fluorescent light bulb to each guest with a message about how to take the eco-pledge. In addition, each inn dedicates $3 per reservation to a different eco-friendly non-profit organization each quarter to off-set their own carbon footprint. The generos-

ity of Historic Inns of Rockland has not only helped to capture the me-

dia’s attention for their programs, but has endeared them to the community, which in turn means restaurants, attractions, museums and retailers are on board to help

them when they ask.

Understanding they are a small asso-ciation with big aspirations, the His-

toric Inns of Rockland created a PR Partners Program in 2006 to enlist help from the local stores, attractions, restaurants and museums to support travel writer visits. The PR Partners are called upon when travel writers and media visit the area, offering writers not only a glimpse into three historic inns,

by Marti Mayne Owner of Maynely Marketing

association sp tlightcontinued

but a total picture of Rockland’s dining, adventure and cul-tural scene. The PR Partners benefit from inclusion in travel stories about Rockland, and the Historic Inns of Rockland gain from destination stories that attract travelers to the re-gion. While the inns may not be the sole focus of the stories that have resulted from well over 50 travel journalists visit-ing the region, the infrastructure from PR Partners allows the Historic Inns of Rockland to sell the whole region while positioning their inns as luxury accommodations.

Never willing to accept the status quo, Historic Inns of Rock-land are moving on to establish new partnerships with the Maine Windjammers and Whole Foods. Overall, however, the key to this association’s success is the willingness to put aside the individual inns’ good for the greatness of the group. This has resulted in the commitment of time and re-sources that drives success for Historic Inns of Rockland. Visit www.HistoricInnsofRockland.com to see examples of their packages, online press room and photo library, media results, itineraries, and more.

Five Secrets to Success from Historic Inns of RocklandThe Same Page Effect—an all for one ➤

and one for all attitude.Willingness to pursue new ideas, continuing flexibility. ➤

Trust in one another’s intentions and the ➤

groups priorities.Establishment of a budget that allows flexibility ➤

and contingency for new ideas.Similar ideologies, products and target audiences. ➤

Key Marketing ActivitiesActive PR Program including Maynely Marketing on ➤

retainer to maintain consistent PR presence, Press FAM tours and targeted media outreach.Online press kit, photo library, photography, and B-roll ➤

portfolio with constant updates.Creative packages to attract baby boomer and niche ➤

populations.Attractive website with availability calendar for all six ➤

inns (means no secrets on who’s selling rooms) with constant updates and SEO campaign.Cooperative advertising program. ➤

Attendance at key travel shows, including New York ➤

Times Travel Show.877-number for information fulfillment. ➤

Historic Inns of Rockland brochures placed ➤

in all participating inn rooms; quarterly electronic newsletters. PR Partners Program and new corporate and ➤

association partnerships.

Marti Mayne, owner of Maynely Marketing, provides public relations and marketing services to inns, inn associations, and B&B directories including BedandBreakfast.com. Based in Maine, Maynely Marketing serves the B&B industry by promoting the B&B experience and teaching media outreach strategies to innkeepers.

15

Giving guests the option of reus-ing their bathroom towels might seem like a simple thing: Place a

card or sign in the bathroom explaining how a guest can help save the environment, and some of your guests will cooperate.

Recent research from a team of psy-chologists suggests, however, that guests react differently depending on how that card or sign is worded. Some messages are more effective than others, according to this research. The most effective ones are those that appeal to basic human instincts.

A team of experts placed towel-reuse cards of varying messages in a Phoenix-area hotel and then tabulated the results, based on what housekeepers found. The least effective message was one that asked guests to help the hotel reduce its energy, labor, and other costs. Fewer than 16 per-cent of guests responded to this appeal.

Messages based on a general appeal to help save the environment drew partici-pation rates in the mid-30 percent range.

The most effective messages, accord-ing to the research, were those that ap-

pealed to what the psychologists called “descriptive norms”—messages that de-scribe common behavior and suggest that an individual can or should act the same way other people do.

The top-ranked message, according to the study, was this one:

“Join Your Fellow Guests in Helping to Save the Environment. 75% of the guests who stayed in this room participated in our new resource savings program by us-ing their towels more than once. You can join your fellow guests in this program to

Using Psychology to Encourage Guests to Reuse Towels


16

help save the environment by reusing your towels during your stay.”

Just under 50 percent of hotel guests responded positively to that message.

A similar message, suggesting that guests could join the hotel in protecting the environment, drew a 45 percent par-ticipation rate. It said:

“We’re Doing Our Part for the Envi-ronment. Can We Count On You? Because we are committed to preserving the environ-ment, we have made a financial contribution to a nonprofit environmental protection or-ganization on behalf of the hotel and its guests. If you would like to help us in recov-ering the expense, while conserving natural resources, please reuse your towels during your stay.”

The bottom line, according to the study: Guests are more likely to respond to towel-reuse messages that are carefully

worded to appeal to basic human in-stincts, such as being part of an exclusive group or giving concrete help to a noble cause, than to vague injunctions to save the environment.

The research was published in May 2007 in the Cornell Hotel and Restaurant Administration Quarterly, the professional journal of the Cornell University School of Hotel Administration. “Invoking Social Norms: A Social Psychology Perspective on Improving Hotels’ Linen-Reuse Pro-grams,” was authored by Arizona State University psychology professor Robert B. Cialdini and two doctoral students at the university, Noah J. Goldstein and Vladas Griskevicius.

The full text of the research article is avail-able for purchase at: http://cqx.sagepub.com/cgi/reprint/48/2/145.pdf ■


I hate opening mail. Who knows why, probably because that is where most bills arrive. Oh dear.

Recently, there was a letter from the Lancaster Tax office. I won-dered if I had forgotten to pay that (pesky) 1.1% marketing tax that the county added several years ago. As I opened the letter my mind was grumbling about the constant addition of paperwork that I have experienced in the past 20 years.

I was not, however, prepared for the letter inside informing me um…, congratulating me on my newly elected status as Township Tax Collector. Oh man, I thought. How in the world did this happen. I didn’t RUN for tax collector.

I’ll admit that I am the queen of extra-curricular activities. Not only do I like to stay busy, I like to be involved in any number of organizations and have extreme difficulty saying “no.” My hus-band suffers as a result of my mounting pile of projects, so it made

sense that my first thought went to him and what his reaction would be. He was going to be furious if he thought I had added yet one more thing.

When I showed him the letter, he laughed. Laughed. Amazing, that is, until I learned the following. Werner had gone to vote, and the tax collector position was vacant. He takes his voting respon-sibilities seriously and doesn’t like blank spots, so he wrote me in. The vote turned out to be a tie, and I won by the flip of a coin—all before I realized I had even “run.”

I now have a nice sign that declares me the rightful winner of the election. If you ever wondered if one vote counts, I can now con-firm that it does.

I tell this story as a reminder that our lives as innkeepers run par-allel to our lives as husbands, wives, partners, sons, daughters or parents. It is those relationships that stay when the guests we

innkeeperinnkeeper

by Debrah Mosimann—Chair, PAII Board of Directors and Innkeeper, Swiss Woods B&B, Lititz, Pennsylvania2


19serve go home, that truly count. In the long run I need to be able to look at my family and know that I have done the best I could for them, all the while meeting the very unique challenges of running an inn. So much of it is blurred. We live at the inn and have raised all four of our children right here on the property. I cannot count the times that I left the dinner table to answer a doorbell, or the number of reservations that I took via cell phone while watching a soccer or football game or while waiting for a concert to start.

Guests taught our youngest to tie his shoes, took pictures of the kids going to prom, and have totally enjoyed the tax collector story. Every inn has its own dynamic, but our connections to our guests and our attention to their wants and needs are what sets us apart from a large hotel. It is what makes us real people, not a corporation, certainly in the eyes of our guests.

So, yes, today the guests are laughing at me and my new status as an elected “official.” It all melds together and makes this lifestyle so very wonderful and rewarding. ◆


21

It wasn’t too many years ago that a cup of instant coffee at a good hotel or restaurant did not come as a surprise. How times have changed! Even mom and pop establishments

now offer espresso, cappuccino and, increasingly, specialty coffee drinks. And it seems that finally, the stale, limp tea bag that used to pass as an alternative to coffee has met a well-deserved end.

Black, oolong, green, white and chai tea have become every-day words for most of us. Both science and the media have been exalting the health benefits of tea drinking. Imports of high quality, rare and often previously unavailable teas can now be found on the web, at health food stores, coffee and tea hous-es. The hospitality industry is tentatively exploring the new trends, but how is one to decide which of the thousands of teas available to choose, how to brew them, serve them and what exactly is chai?!

First a few basics. All true teas come from one type of plant; camellia sinensis, a rela-tive of the ornamental camellia plant. Herbal, fruit and floral brews should rightly be called tisanes. Much like wine, the country of origin, the climate, soil, time of harvest, process-ing and storage all combine to determine the type and quality of the resulting tea. The major types of teas available are black, oolong, green, white, puer and tisanes. You are also likely to come across yellow teas and dis-play teas. Briefly, here is the information you need to know about each category to determine which tea to buy and serve for different occasions.

Blacks: Examples in this category are teas like English Break-fast, Assam, Darjeeling, Lapsang Souchong, and Earl Grey. These are teas that are fully oxidized, have significant body, and comprise the majority of what is drunk in the western world, both hot and iced. Lapsang and Earl Grey black teas are fla-voured or scented after production to give their characteristic

Food Glorious Food

Black, Green, White, Red, Yellow?by Maria Sparsis, Tea and Chi


22

smoky and perfumy quality to each. Teas drunk in the English style with milk are almost always the stronger black teas such as Assam, Kenya or other strong, black blends. If you are choosing a black tea to ice consider a lighter black tea such as a Nilgiri, Iyerpadi, or even a flavoured or scented black such as Lychee or Rose Congou, all of which make bright, refreshing iced teas and have less of a tendency to cloud. Black teas should be steeped at near boil (212 F) for 3–5 minutes.

Greens: Gunpowder, sencha, young hyson, chun mee, the toasted hojicha, the popped rice decorated genmaicha and an endless assortment of flavoured green teas comprise this cate-gory. To produce green tea, leaves are harvested, bruised (me-chanically or by hand), and immediately dried to prevent the oxidative step that would eventually result in a black tea. Green teas are the fastest growing sector of the tea market and also the trickiest. They are lighter bodied than black teas and higher in antioxidants and other health giving phytochemicals, but have a tendency to quickly get bitter if not brewed correctly. A well prepared green tea is a joy and most are excellently suited to making refreshing and elegant iced beverages. Green teas are at their best when steeped for no more than 1–3 minutes at a temperature of 170–175 F.

Oolongs: Oolongs are all the “shades” of tea between green and black although you may hear the greener oolongs referred to as “pouchongs.” Semi-oxidized, at their simplest, oolongs are what you get at your average Chinese restaurant when you ask for tea. At their finest they are poetry in a cup. “Oriental Beau-ty” oolongs often exhibit notes of summer fruit and honey while pouchongs, Jin Xuan and Dong Ding can range from vegetal to cream, butter, lemon, and floral. Oolongs can be iced, if necessary, but top grade teas are probably best enjoyed hot.

�e Innkeeper’s Helper

iRobot® Roomba® 560 Vacuum Cleaning Robot

Visit http://store.irobot.com today and enter Innkeeper’s Code INNRBT to receive FREE Shipping* on any iRobot order.

*O�er valid December 1, 2007 through February 29, 2008 at store.irobot.com for free economy ground shipping within the continental U.S. iRobot and Roomba are registered trademarks of iRobot Corporation. All rights reserved.

FREEShipping

First impressions are everything when welcoming guests.

Now it’s easier than ever to maintain clean �oors every day. iRobot Roomba cleans on its own to help you stay ahead of tracked-in dirt, sand, crumbs, and debris in lobbies, hallways, common areas, guestrooms and your o�ce.

Cleans both carpets and hard �oors, transitions easily Detects dirtier areas and spends more time cleaning them Schedule up to seven times per week for Roomba to make its rounds Automatically docks and recharges between cleanings Cleans under furniture, along wall edges and into corners Avoids o�-limit areas, stairs and drop-o�s

Roomba cleans routinely so you don’t have to.

1207_irobot_paii_ad.indd 1 11/5/07 3:39:39 PM


23

Oolongs are typically steeped at 185–195 F for 3–5 minutes and the same leaves can often be steeped multiple times yield-ing different characteristics with each brew.

Whites: White teas are relatively new to the west. They are similar to the green teas in that they are not oxidized but in this case the “bruising” step is also missing. Often they contain a lot of tips: the fuzzy, unfurled leaves that give the tea its whitish appearance. A bit more rare and exclusive than other teas, some people consider them the most healthful teas. Very light bod-ied, often too light for some, but for the connoisseur they are exquisitely delicate and often sweet and floral. Try offering a carefully scented white tea either hot or iced to tea newcomers. White teas are usually steeped at 175 F for 2–5 minutes.

Puer: These are definitely not for the faint of heart. Think of puers in terms of a cask of aged single-malt whiskey. Puer teas are available in loose form or in tea-bricks or tea cakes. They can be aged or young, but what makes puer is a fermen-tation step after the tea is oxidized. Puers are described by fans as earthy, complex, elemental, with flavours ranging from ma-rine, to wood, barnyard, cave and forest floor. Although not a beginners tea by itself our most popular tea by far is a blend of young puer, South American yerba mate, ginger and lemon. Puer teas are steeped at near boil and can often be steeped for extended periods of time.

Teas can be used as a marketing tool as well as a profit center. Be discerning about the quality of tea you serve and start thinking of it as a marketing tool not a cost. Here are some marketing tips to utilize your tea. Begin by developing custom designed tea envelopes that depict your inn.

Include tea in guest packets. ● When guests make reservations, a confirmation packet is sent with cus-tom made tea envelopes included. After the guests leave, teas are also included in a brief “Thank You” note, as well as any Wedding Inquiry Packets.

Use tea in your turn-down service. ● Using both a nightly tea and a breakfast tea in your turn-down ser-vice is another way to use tea in your inn. Placing the two envelopes on the pillows is roughly the same cost as the common chocolate.

Have your teas available for purchase at your Afternoon Tea. ● It’s amazing how many impulse sales hap-pen by having the item handy while guests are relaxed.

There are few items you can sell to guests that are as inexpensive as tea, especially products that will market your property continually. If you are not using customized tea products, you should be using an upscale tea that is not necessarily found in consumer cupboards. Good tea should be integral to not only gaining new guests but having them come back.

Tea Works offers custom designed teas in mesh tea bags and loose leaf tins. Alan Scherner of Tea Works can be reached at [email protected].

Marketing with Tea(continues, next page)


24

Yellow teas: Yellow teas are much like a green tea with a slower drying phase sometimes involving straw. Rare even among the tea fanatics this tea was, until recently, almost a myth. They are carefully crafted, exquisite teas with very low astringency and should be brewed like green or white teas.

Ornamental teas: Very popular with owners of clear, glass teapots as they are meant both for drinking and for a show. They are bundles of long tea leaves clustered around flowers and tied in mushroom, heart, ball, champagne cork and other shapes. When steeped in hot water they “bloom” into flower baskets and other designs and release a fragrant, mild white type tea. These teas are often served in individual stemware and are great non-alcoholic alternatives for cocktail parties. Steep at 165–170 F for as long as you wish.

Reds: Red tea or rooibos comes from a South African plant and has rightly gained a huge following in both the United States and Europe. It has a similar taste profile and body to black teas but is milder tasting, sweeter and with no trace of as-tringency. Rooibos is naturally caffeine free with lots of antioxi-dants. An endless variety of flavors available make it a favorite of adults and children. It ices perfectly, holds milk well, and can be brewed carelessly, at any temperature without becoming unpal-atable! Brew at near boil for 46 minutes or longer.


25

Tisanes: Anything that is brewed like a tea but is not made of camellia sinensis, this category includes rooibos, chamomile, peppermint, and blended herbal and fruit teas as well as func-tional teas such as “Good Evening”, “Feel Better” and “Detoxic-itea”. Most tisanes are brewed at 212 F for 4–6 minutes.

So what’s chai? I’m often asked what chai is and there are two different answers. Chai is the word for tea in many different languages. What most Americans refer to as chai is chai masala an Indian tea concoction prepared with milk, spices and sugar, which is rapidly becoming the cappuccino of the tea world.

Including specialty teas into your life and your inn does not have to be complicated. Teas can be chosen to reflect the style of your inn and can be served hot or iced, table side or at a buffet. They can be prepared at a special function, served in cocktails, at high tea or at a simplified afternoon tea ceremony. A sleep aid tea can be offered late at night or an invigorating tea can be served after lunch. Your best source for tea information should always be your tea merchant. As with a wine merchant you should be able to get information on the types of teas suited to your event, storage and brewing information as well as serving suggestions and other tea tips. ■

Tea and Chi offers loose leaf teas, tisanes and tea accessories. Maria Sparsis of Tea and Chi can be contacted via their website www.teaandchi.com.


27

Every innkeeper I meet has a story about the Nightmare Guest. The one who walked through every door, includ-ing the ones clearly marked “Private.” The one who took

out his wedding jitters on every staff member who tried to help. The one who was great on the phone but brought along her rude, unreasonable husband.

Nightmare Guests are expensive. They take too much time, effort, and patience. They take more than their share of ameni-ties, snacks and complimentary offerings. They’re never satis-fied, even with your best efforts, and sometimes spread the word about their dissatisfaction. They complain about policies and fees, and usually end up costing more than they’re worth. It’s a downward spiral.

Perfect Guests are a dream! They just love everything: the inn, the staff, breakfast, their amenities, your suggestions, the

gift shop…everything. They re-turn year after year, (sometimes more frequently) and request to stay in “their” room. They tip gen-erously and appreciate everyone’s efforts. They take advantage of special offers, add-ons and pack-ages. Best of all, they are “evange-lists” for your brand, referring other Perfect Guests to your inn.

Knowing the impact of Night-mare Guests on your property, profits and people, why would anyone ever tolerate them? Isn’t it clear that Perfect Guests lead to a more profitable and joyful experience?

“It’s not that easy,” some innkeepers have told me. “Since we opened the inn, we’ve had a mix. Sometimes our guests are okay, and sometimes they’re Nightmares. You can’t always tell the difference. And even when you can, you can’t always do any-thing about it.”

Limiting Beliefs like these have an implied hopelessness in them. (I’ve put the “hopeless” part in parentheses below. Even

The Key to Attracting Your Perfect Guestby Samantha Hartley, Enlightened Marketing

Marketing Matters


28

though people don’t always voice this part, they almost always believe it.)

“It’s always been this way (and always will be).” ●●

“You can’t do anything about it (so why even try).”●●

“Nightmare Guests are just a cost of doing business ●●

(so we might as well get used to it).”

Limiting Beliefs turn us into victims of circumstances and prevent us from taking charge. Just because it’s not clear how to change a situation doesn’t mean it can’t be done. Create a busi-ness you love. Then you won’t put up with anything less than exactly what you want, and will strive intentionally to attract and serve only Perfect Guests.

Before that can happen at your inn, you must be willing to turn down those Nightmare Guests when you see them coming and put in place strict boundaries (such as policies and rules) that clearly communicate your expectations of those you’re serv-ing. When you do this, you’ll find many problems clear up im-mediately and the rest of the Nightmares fade away over time.

The key to attracting your Perfect Guest is knowing what makes someone perfect for you. The exercise we’re embarking on here is intended to help us “clone” those Perfect Guests. Now I’m no scientist, but I think the cloning process involves repli-cating the DNA of an organism. So, if we want to clone our Perfect Guests, we must understand their DNA—the distin-guishing qualities that make them who and what they are.

Since many travelers are couples, let’s start with a specific pair in mind—your current, most Perfect Guests. Visualize them during a particular stay with you. How would you charac-terize them? What are their lives like? What are their values? How do they behave? During this phase, don’t bother filtering out any quirky idiosyncrasies that wouldn’t apply to others. Simply brainstorm a long list that describes your current model for the Perfect Guests.

Once you’re done, extract the qualities of the couple that you’d like to replicate. The extraction can read in a general way, such as “They appreciate many aspects of fine living, from luxuri-ous linens and gourmet food to cultural events and intelligent conversation.” You might specifically describe demographic qual-ities; for example, “They are well-educated young professionals traveling without their small children.” You can even refer to at-titudes of your Perfect Guests by saying something like, “They expect us to be expensive, but worth it.”

After that, feel free to review and add in those idiosyncrasies that might be desirable in all your Perfect Guests, such as strip-ping the bed or traveling with their own sweetener (or other-wise accommodating their own special requests). Cross off anything that isn’t desirable or important.

the best source for: • ornamental beds• bedding support• adjustable beds• top of bed

lphospitality.com


29

Next, review the list and think about ways this particular couple could be more perfect. Maybe they are your all-time fa-vorite guests, but they only visited once. So, to be more perfect, guests need to visit at least annually. Dream big when you imag-ine what you’d like every single guest to be like from now on.

For a moment, I’d like you to consider the particular quali-ties of your Nightmare Guests that you’d never like to see again. If you can, try to state the quality you’re looking for in a positive way. That way, if you’ve had issues with late arrivals, noise or rudeness, you might invite more positive experiences from Per-fect Guests by writing “They arrive on time and respect the oth-er guests and staff.” Of course, if that’s glossing over an issue too much, feel free to specify, as one of my clients did, “They don’t dye their hair onsite.”

Skeptics may wonder how making a list can influence in any way their ability to attract Perfect Guests or keep out those Night-mares. Surprisingly, just doing this simple exercise helps many people to realize how many Perfect Guests they already have and how a few Nightmares have been taking joy out of their business.

Nightmare Guests often telegraph their presence with unac-ceptable behaviors early on, like not filling out forms properly or

the ECRU New York amenities collection

essentialamenities.com/ecru-ny.asp973.882.8441

an exclusive collection

AVAILIABLE IN EXCLUSIVE PLACES


30

asking revealing questions on the phone. You might see, during this process, how you’ve missed, excused or ignored such obvi-ous red flags.

A list like this contains valuable information for marketers, since it’s a rich description of your target market. It helps us find your Perfect Guests more easily and communicate your brand in ways that will resonate with them. What attracted your orig-inal Perfect Guests will likely work to fill your inn night after night with others who will value exactly what you have to offer. When that happens, your business will be thriving and profit-able as well as a joy to own.

For more strategies you can use to identify and attract your Perfect Guests, plan on attending the workshop, “Attract-ing Your Perfect Guests” at the 2008 PAII Conference and Trade Show. ■

1st Travelers Choice ..............................................24

B&B Team, The ........................................................8

BedandBreakfastFinancing.com ...........................20

Beth Brown Photography ......................................23

Bob Hope Insurance ................................................2

Bushnell & Bushnell ..............................................29

Calling Inn ..............................................................27

Comerica Bank .........................................................4

dnj specialities .......................................................16

Essential Amenities ...............................................29

Essentials Design Group .......................................18

FLBed-BreakfastForSale.com ................................36

Fullers’ Soaps .........................................................21

George W. Gardner Associates ............................19

Greene & Associates .............................................25

Guest Tracker .........................................................19

Inn Consulting Partners .........................................24

Inn2 Your Shoes .....................................................22

innSPAration ..........................................................25

InnStyle ...................................................................30

InnPayment ............................................................10

iRobot .....................................................................22

James Wolf Insurance .............................................6

Lanier, Pamela ...................................................... IFC

Leggett & Platt .......................................................28

LodgingResources.com .........................................16

Markel Insurance ...................................................12

Merriam Insurance ..................................................9

NPC .........................................................................17

Quantum Hospitality Group ..................................28

PAII ...................................................................... OBC

RezOvation ...............................................................8

Sky V Spa ...............................................................15

Smith, Bell & Thompson .......................................14

Suite Repose ..........................................................26

TMG, Inc.— Virginia Inn Brokers ......................... IBC

Turkish Towel Company, The ................................13

AdvERTISERS’ INdEx

Samantha Hartley of Enlightened Marketing helps successful so-

cially responsible business owners to leverage their brands so they

consistently attract perfect clients, deliver their value and increase

profits. [email protected].

APRIL 20082008 PAII Conference & TradeshowApril 7-10 • Location: The Disneyland® Resort in Anaheim, CA • Contacts: www.paiiconference.org 1-800-468-7244

2008 Oregon Bed and Breakfast Guild Regional Conference and Trade ShowApril 14-17 • Location: Best Western Hood River Inn in Hood River, Oregon • Contact: [email protected] or call Mary Pellegrini at 541-352-5551

2008 Montana Bed and Breakfast Association April 20-22 • Location: Helena, Montana Contact: Nancy Dawson at 406-582-8440 or email [email protected] • www.MTBBA.com

Minnesota Bed and Breakfast AssociationApril 20-22 • Location: Red Wing, Minnesota Contact: 651-438-7499 or email [email protected]

May 2008New Mexico Bed and Breakfast AssociationMay 6-7 • Location: Albuquerque, New Mexico Contact: Mindy Mills, NMBBA President, 505- 984-1193 or email [email protected]

JULY 2008 2008 Louisiana/Mississippi Bed and Breakfast Associations July 20-23 • Location: New Orleans, LA Contact: Sharon Vennen at LBBA 225-590-3084 or by email at [email protected]

SEPTEMBER 2008Florida Bed & Breakfast Inns (FBBI)September 21-22 Contact: Chalet Suzanne at 800-524-1880

OCTOBER 20086th Annual Interim Innkeepers Network (IIN) ConferenceOctober 26-28 • Location: Carlton Hotel in Oak Park, Illinois • Contact: [email protected]

NOVEMBER 2008Empire State Bed and Breakfast AssociationNovember 11-13 • Location: The Thayer Hotel, Westpoint, NY

MARCH 2009PAII Conference and Trade ShowMarch 30-April 2 • Location: Atlanta, GA Contact: 800-468-7244 or www.paiiconference.org

PAII has partnered with HD Supply (formerly Home Depot’s Hospitality Division), to bring PAII members discounts on over 18,000 maintenance, housekeeping and operational products. They are your one-stop shop for reliable, quality products. Their vast distribution network ensures you’ll get fast, on-time FREE delivery from coast to coast.

PAII members will receive their lowest published catalog price on every item with no need to reach minimum thresholds on your purchases. This means you can buy a quantity of one and automatically receive the case price break. Just look for the check-marked price online and that is the discounted PAII price. This adds up to an average savings of over 14 percent off their everyday low prices.

In addition to the products you would normally associate with Home Depot, you may be surprised to learn that HD Supply offers such merchandise as flat screen televisions, bamboo and other linens, more than 10 amenity product lines, furni-ture, mattresses, environmentally safe cleaning products, guest room supplies and much more!

Contact [email protected] for additional details on the program or to join PAII and begin taking advantage of this great benefit program!

Industry Events

MEMBER BENEFIT SPOTLIGHTHD Supply Benefit Program

To add your event to the calendar, contact Laura Middleton at [email protected] or call 800-468-7244.


Ten Myths of PAII Association Membership

You’ve heard them all before—the myths of association membership. You might have even believed them. Let us take this opportunity to dispel whatever association myth you may happen to believe.

Myth #1: “It takes too much time.” Leaders in many industries say that if you spend 5 percent of your work time engaged in professional development, you’ll be well on the way toward long-term success. For most people, 5 percent means 100 to 150 hours a year. And guess what? As-sociation involvement —including PAII’s national conference, the online Forum discussion group, taking time to read the ar-ticles in our newsletter, and attending a few regional or state tourism or B&B association meetings—will probably consume much less than that. But the benefits and ROI will be tenfold.

Myth #2: “Membership costs too much.” Membership costs less than a room night at many of your inns. More importantly, just one good idea gleaned from your mem-bership can be worth thousands—or tens of thousands— of dollars.

Myth #3: “I already know the people in my industry.”Sure you do…locally at least. But innkeeping can be so isolat-ing that you don’t have exposure to the ideas, knowledge and enthusiasm of innkeepers from across the country. A member-ship in PAII will put you in touch with those “in the know” and keep you at the top of your game.

Myth #4: “I’m just one person I don’t really make a difference.” All it takes is one person to set PAII on an aggressive new course of legislative advocacy. All it takes is one person to orga-nize a group to deal with new industry standards. All it takes is one person to energize a group with new ideas and enthusi-asm. Yes, one person can be lost in the crowd. But one person can also be the impetus for exciting new initiatives.

Myth #5: “I’ve already learned what I need to know in my profession.” Even if you have full command of the knowledge of innkeeping, in this day and age it changes constantly. There is no finer re-source than PAII to keep you abreast of research, news and in-dustry trends. And just as important, if you’re brimming over with knowledge, you should share what you know with your peers and aspiring innkeepers. The more knowledge your peers possess, the stronger your industry. The more prepared new-comers are, the brighter the future of professional innkeeping.

Myth #6: “Association issues don’t concern me.” Just about everything your association does concerns you in some way. The tax dis-pute raging in another community today might affect you to-morrow. The new technology being developed in another part of the nation by association vendor members might help you five years from now. Or the sales trends in a nearby community might well be on their way toward you. Association membership alerts you to what’s going on around the nation and the world.

Myth #7: “Members have to attend too many meetings.” Sure, PAII and other innkeeping groups schedule meetings—an annual conference, state meetings, regional meetings, special events. But ultimately, you decide what you’re going to attend and how deeply you’ll participate. And when you’re not able to attend a PAII conference, you can still take advantage of the education through the post-conference CD collection, our pub-lications, or your colleagues. And whenever you can’t attend a meeting, you can be certain that great work is still being done.

Myth #8: “PAII just helps the large inns (or the small inns).”Innkeepers have common interests. These include standards, industry trends, training and education, legislative advocacy, and more. Only by working together could individuals pursue those interests and aggressively insure the health and future of our industry. We don’t just represent large or small inns—we represent them all.

Myth #9: “The association’s not really interested in me.”Most associations are first and foremost membership organi-zations. On your behalf, the board and officers and the PAII Advisory Council set the industry agenda and establishes the programs that help you become better at what you do. No-where else can you call, write or email with a question or con-cern and be welcomed with such undivided attention.

Myth #10: “It’s just all too tiring.” Trade and professional associations are one of the greatest en-ergy builders of our age. Just sit in a lively seminar or walk the trade show floor at a PAII conference. You’ll feel the air thick with energy, excitement and ideas—always enough to recharge your batteries for weeks or months to come!

PAII is the only trade association dedicated exclusively to serving the keepers of inns of all shapes and sizes. Our aim is to help your business be more successful. Join the association that works for you by calling 800-468-7244.

w w w. p a i i . o r g

WELCOME NEW MEMBERS! (October 2007– February 2008)INN MEMBERS

CANADALeo Maxwell Coutts Crossing Horse n Hound Hotel Coutts, AB

GERMANYJohn Black Altes Brauhaus Gangelt-Langbroich, GE

ALASKADeborah Woodruff Blue Heron Bed & Breakfast at Glacier Bay Gustavus, AKClaire Mueller Voyager Hotel, The Anchorage, AK

ARIZONAAnnette Fallaha Fall Inn to Nature B&B Flagstaff, AZJim Langan Full Circle Ranch Bed & Breakfast Cave Creek, AZ

CALIFORNIALani & Richard Eklund Inn at Locke House Lockeford, CADick & Ulli White Tahoma Meadows B&B Homewood, CABrooke Boyer Napa Inn Napa, CABob & Lee Jones Harkey House Yuba City, CAJulia Whitman Blue Iguana Ojai, CAJoe Hensley Aurora Park Cottages Calistoga, CAJan Robert de Gier Inn on Castro San Francisco, CARita Timewell Albert Shafsky House B&B Placerville, CATina Wolsborn Inn at Occidental of Sonoma Wine Country Occidental, CACindi Hinds Deer Crossing Inn Castro Valley, CABarbara Bowers Rose Mountain Manor Colfax, CABen Baltic Keating House Inn San Diego, CAAndrew Cardenas Three Thirty Three B&B Palm Springs, CAMargaret Frisbee Vista B&B Vista, CA

Lee Stanley Wikiup B&B Inn Julian, CAWendy Cox Delta Daze B&B Isleton, CAValerie Ashley Villa De Valor Julian, CAFelicity & William Kirsch Carriage House B&B Point Reyes Station, CAJulia Whitman Emerald Iguana Cottages Ojai, CAKaren Baker Zane Grey Pueblo Hotel Avalon, CAPat Wright Arroyo Vista Inn South Pasadena, CAXimena Ortiz Pearson Kit Carson Lodge Shingle Springs, CALucinda Sullivan Lucinda’s Country Inn Somerset, CA

COLORADODiane Harlan Taharaa Mountain Lodge Estes Park, CO

CONNECTICUTLinnea Rufo Bee and Thistle Inn Old Lyme, CTFrank Whitman Silvermine Tavern, The Norwalk, CT

DELAWAREJane Vincenti Woodsong Country Inn Frankford, DE

FLORIDACaroline Maddren Apalachicola River Inn Apalachicola, FLSuzye Lawson Villa Alegre B&B on the Beach Playa Tamarindo, FL

GEORGIAJudith Chosewood Lodge on Apple Pie Ridge Alto, GA

IDAHOJulie Boisseau Fox Creek Inn Victor, ID

ILLINOISTyra Taylor Abode Ltd. Chicago, IL

KENTUCKYHerb Warren DuPont Mansion Louisville, KYLiz Huffman Blue Heron Retreat Ctr & B&B Richmond, KY

MASSACHUSETTSSteve & Karen Waller Egremont Inn S Egremont, MAPatricia Keefe CasaMar Lynn, MADeborah Bergeron Sleigh Maker Inn Bed and Breakfast Westborough, MA

MARYLANDWarren Munroe Inn at 2920 Baltimore, MDCindy Curran Whitehaven Hotel Whitehaven, MDBonnie Booth Five Gables Inn & Spa St. Michaels, MD

MAINEJeffrey & Catherine Shaw Primrose Inn Bar Harbor, ME

MINNESOTACynthia Kneisl James Mulvey Inn Stillwater, MNMikel Waulk Moondance Inn Red Wing, MN

NORTH CAROLINAJim & Christina Muth Beaufort House Inn Asheville, NCMartha Taylor Cutawhiskey Bed and Breakfast Woodland, NCSuzanne Murphy The Duck Smith House Bed & Breakfast Seagrove, NCCarmen Forrester Simply Divine B&B Dunn, NCShell Isenberg Oak Hill on Love Lane Waynesville, NC

NEW HAMPSHIRESusan Forsman Brookhill Bed and Breakfast North Conway, NH

NEW JERSEYLynne & Alan Kaplan Victoria House Spring Lake, NJNancy & Dennis Kaloostian Ocean House Spring Lake, NJSally & Philip Gauntt Cottage on the River Island Heights, NJArt & Libby Christensen Les Saisons Maplewood, NJValerie Hegarty Majestic Hotel Ocean Grove, NJ

Robert Royle Inn at Rivers Edge Marina Forked River, NJSara Blivaiss Laurie House Princeton, NJEmma Lapsansky Minerva’s Beds Breakfasts and Books by the Sea Barnegat Light, NJ

NEW YORKClayton Sauer The Stirling House Bed & Breakfast Greenport, NYCheryl Barber 10 Fitch Auburn, NY

OHIOMel Fraley Fraley House Bed and Breakfast Granville, OH

OREGONWinston Laszlo Old Wheeler Hotel Wheeler, OR

PENNSYLVANIALeslie Nagy The Shepard House Delaware Water Gap, PAKimberley Hanlin Fallen Tree Farm Bed and Breakfast Carlisle, PA

SOUTH CAROLINATerry & Debra Flowers King George IV Inn Charleston, SCHadassah Rothenberg Broad Street Guest House Charleston, SC

TEXASHugh Lewis McKay House B&B Inn Jefferson, TXJohn Casey O’Casey’s Bed and Breakfast San Antonio, TX

VIRGINIAKathy & Tom Conkey Killahevlin B&B Inn Front Royal, VAPhil & Ann Ripley Federal Crest Inn Lynchburg, VASuzie Blanchard Inn at Meander Plantation Locust Dale, VARita Duncan Rocks & Rills Farm Berryville, VAAnita & Tom Potts South Court Inn Luray, VAJim & Christine Hasbrouck Grey Swan Inn Bed and Breakfast (The) Blackstone, VA

(continues, next page)

Michael Bedsworth Carriage House Inn Bed and Breakfast Lynchburg, VASuzann Moebes Church Point Manor Virginia Beach, VACaroline Keller Ashton Country House Bed & Breakfast Staunton, VA

VERMONTChuck & Edie Janisse October Country Inn Bridgewater Corners, VTAlexandra Adler The Parker House Inn Quechee, VT

WASHINGTONDavid & Dianne Binder Anchorage Inn B&B Coupeville, WACindy Lonn A Harbor View Bed and Breakfast Aberdeen, WAAshley Kitos IvyWild Inn Bed and Breakfast, The Wenatchee, WABrandi Westerhausen Angels of the Sea B&B Vashon, WA

WEST VIRGINIAJean Bridwell Shenandoah Oaks Charles Town, WVJeanne Muir Thomas Shepherd Inn Shepherdstown, WV

VENDOR MEMBERSLodging Property Brokers, Inc Dick Lopez 603 Cabot Way Napa, CA 94559 Ph: 707-257-2759Daily’s Premium Meats Robert Lawson 3535 South 500 West Salt Lake City, ut 84115 Ph: 800-328-7695iRobot Corporation Liz Rosberg 63 South Avenue Burlington, MA 1803 Ph: 781-418-3110Auberge au Pair Brigette Quinn 930 3rd Ave McBride, BC V0J 2E0 Ph: 520 400 9648Leggett & Platt, Inc. Phillip Herrin 361 Treetop Dr Bremen, GA 30110 Ph: 770-537-0941Vermont Lodging Properties Christine Fraioli 66 Court St Middlebury, VT 5443 Ph: 802-385-1112

Innkeeper Direct Charlie Noonan 714 Spirit 40 Park Drive, Suite 100 Chesterfield, MO 63005 Ph: 636-736-4000Inn2 Your Shoes Interim Innkeeping Service Denise Couey 40 Mallory Ct. Hiram, GA 30141 Ph: 678-391-2578A. Dilworth Mortgage Christopher Guiney 1409 East Blvd Charlotte, NC 28277 Ph: 704-604-8547Electronic Transaction Systems Corp Edward Vaughn 10 Pidgeon Hill Dr, Suite 200 Sterling, VA 20165 Ph: 703-421-9101InnPayment Matt Golis 505 Sansome St Suite 800 San Francisco, CA 94111 Ph: 866-289-5977Sage Blossom Consulting Kit Cassingham PO Box 668 Ridgway, CO 81432 Ph: 970-626-2277Essentials Design Group, LLC Shelley Salmons POB 4 Lockport, NY 14095 Ph: 716-434-4209The Waters at Waugh, LLC Nathan Norris 55 Bridge Street Pike Road, AL 36064 Ph: 334-272-32001st HomeState Mortgage Inc. Douglas Smith 919 W State Road 436 #220 Altamonte Springs, FL 32714 Ph: 866-788-0515Rentalo.com Alfredo Purrinos 8004 NW 154th St, #401 Miami Lakes, FL 33016 Ph: 305-558-5577Angels Innkeeping Services Pamela Hatch 444 Hilltop Estates Drive Copperopolis, CA 95228 Ph: 209-352-6601Guest Supply, LLC Nancy Miller 4301 US Highway 1 PO Box 902 Monmouth Junction, NJ 08852-0902 Ph: 609-514-9696Victorian Heart Co, Inc Ken Kline PO Box 6280 Branson, MO 65615 Ph: 417-334-3099United First Financial-Agent 872393 Rick Cavin PO Box 2390 Oakhurst, CA 93644 Ph: 559-683-2693

Skyline Flower Growers Kelli Anderson 2425 Bonita School Road Nipomo, CA 93444 Ph: 805-929-7162

ASPIRING INNKEEPERS

ALASKADarlene Wolcott Chickaloon, AK

ARIZONAEarl Zeller Goodyear, AZ

CALIFORNIARoger Remedios Sacramento, CATony Barthel El Segundo, CAJohn Gallant Norwalk, CAChris & Larry Parker Cupertino, CAMichael & Linda Balon San Diego, CAJill Stroope Irvine, CAStan Smith Burbank, CAMark Hamlin Placerville, CAJeanie Taylor Alamo, CA

COLORADOShirley Dodd Silt, CO

CONNECTICUTAudrey Bennett Terryville, CT

DISTRICT OF COLUMBIALouis Steadwell Washington, DC

FLORIDAJoyce Bell Fruitland Park, FLPhil Igney Pensacola, FL

GEORGIAAlicia Kuhn Atlanta, GA

HAWAIICharles Ashman Hilo, Hi

IOWADebra Habr Cumming, IA

IDAHOAmanda Campbell Caldwell, ID

ILLINOISGregory Wellman Elk Grove Village, IL

KENTUCKYGreg Whitaker Lexington, KY

MASSACHUSETTSAmy Stroope Hudson, MA

MARYLANDGay Neven Leonardtown, MDDon Jacobs Silver Spring, MD

MISSOURIElvester Connie Lee Nicholson Kansas City, MO

NORTH CAROLINAEd Kivett Winston-Salem, NC

NEVADASheri Spurlock Las Vegas, NV

NEW YORKBill Perro New York, NYLouise Vacco Eden, NY

OREGONKai Williams Eugene, ORLoni Parrish Newberg, ORLela DeCock Medford, ORBob Pitman Hillsboro, OR

PENNSYLVANIAKenneth Brams Doylestown, PAConnie Robinson West Chester, PAPat Horstman North Wales, PA

TEXASTricia Kurtz Kyle, TXSusan Gardner Mansfield, TXJane & Bruce Tischler Flower Mound, TX

VIRGINIASharon Bates Mont Alto, VAGraham Aston Richmond, VAAnne Herring Natural Bridge, VAJulia Vaughn Nokesville, VA

WASHINGTONKatherine Carroll Mossyrock, WA

WISCONSINKarla Stewart-Martin River Hills, WI

INN EMERITUSBob & Janet Davis Creola, OH Phyllis Hall www.hillcreststjohn.com St. John, U.S


35Inn Sales

Nine Guestrooms and Suites in New Hope, PA$1,399,000 – 100% Turnkey. New Hope, PA, B&B has been operating for 13 years and enjoys a great clientele and lifestyle, along with high occupancy and six-figure net income. Five rooms, three two-room suites, and a one-bedroom apartment suite in the main building. Separate two-story home, plus pool, workshop. Country ambiance. Outdoor activities, fine dining, strong art community, excellent theatre, great shopping, two world class cities within 1.5 hours. A lovely place to live, work and play!

Contact Kathryn Triolo, Owner, (and licensed PA Realtor)Home: 215-862-4817 • Cell: [email protected]

Please do not contact inn directly. Thank you.

Visit www.innsales.com for more listings.do you have an inn for sale? You can reach smart innkeeping professionals by advertising your inn for sale here in the next issue of Innkeeping Quarterly (IQ).

For this and other advertising placements in IQ, please contact Marlene Sapir at 800-468-PAII or [email protected].

Popular Inn Wants “Adoptive Parents”Well-established, well-known, award-winning inn in prime Midwest vacation area may be for sale to energetic, hands-on, caring “adoptive parents.” Very well maintained and decorated. Major 2008 advertising in place. Superior staff. Owners want to retire, but will provide transition and continuity.

Large innkeeper quarters. 20 rooms and cabins, restaurant, bar, and 20 acres of woods. Great wedding destination.

Very realistic price. Owner will ask interested parties to sign a confidentiality agreement. Serious inquiries only.

Reply to: Inn Opportunity P.O. Box 2853 Westerville, OH 43186-2853


36

Your Ad Here!Reach 5,000 inns with a

classified ad in the next issue of IQ. Contact Marlene Sapir for details at 800-468-PAII or [email protected].

Documents

Spring 2008 Innkeeping Quarterly (IQ)