Customer Service
Customer Service
Good customer service is an integral part of any successful business but especially for a Guesthouse or Bed and Breakfast. It is first and foremost a people business and making sure that you offer exceptional customer service at all times should be at the heart of everything you do. However wonderful your location, property and food – unless your customers feel they have been treated well by you and your staff they won’t come back or recommend you to friends and relatives.
Customer Service has always been important in the hospitality industry but even more so now with the growth of Ratings sites such as TripAdvisor where guests can instantly comment if service is not good enough – or alternatively praise a business that has gone the extra mile.
Do you know how long it takes to create a first impression?
Do you know how important body language is?
Do you have a customer service policy?
Does your staff undergo customer service training?
To find out how to ensure you and your staff always offer excellent customer service click below.
Employing People
Employing People
Some guesthouse are operated by sole traders or couples and do not employ any staff . For many employees to help with serving breakfast, cleaning rooms or promoting the business are essential to their operation.
Are you aware of the responsibilities you have as an employer or has the fear of regulations put you off employing anyone?
Have you thought about the advantages of taking on someone to help out in busy periods?
In this section you can find out more about:
The law in relation to employing people
Discrimination in employment
Migrant workers
Advice on recruitment
Training and staff development
Click below to learn more about employing people
Financial Management
Financial Management
You may have the most beautiful property in a perfect location and a really good rapport with customers but without good financial management your business is bound to have difficulties.
Do you know about the tax status of your business?
Do you know the legal requirements?
Do you understand the basics of accounting and cash flow?
Are you registered for VAT?
Whether you choose to employ an accountant or manage the books yourself there are a few basics you must be aware of. Click below to find out more.
Legislation and Trading Standards
Legislation and Trading Standards
Once upon a time a new guest house owner could simply open their doors and invite the public in. This is no longer the case – there are a myriad rules and regulations that any business which serves the public must be aware of and comply with.
Are you confident that your business is compliant in terms of planning permission, building regulations signage?
Do you have the right licences for alcohol, TV and copyright?
Are you aware of Health and Safety Legislation which applies to Bed and Breakfast establishments?
Are you aware of Unfair Trading Practices that might be relevant to you?
Have you thought about Equality and Disability and how this might affect your business?
Click below to find out which legislation and trading standards you need to be aware of and how to make sure you comply with them.
Marketing
Marketing
Do you have enough customers – or are you always hoping for more?
Do you have customers all year round or is your business more seasonal than you would like?
How good is your website? Is it working as a marketing tool for your business?
Are you frustrated with your reliance on Online Travel Agencies?
Do you use Social Media or is it all a bit beyond you?
You could do a degree in marketing and still have more to learn but for the basics on how to market a guesthouse successfully just click below.
Quality of Facilities
Quality of Facilities
Before making a booking at a Guest House or B&B, one of the first things a potential customer wants to know is – are the facilities good enough for me? How can customers decide between the various options and how can they be confident that it will live up to expectations.
Standards have risen significantly in recent years. Customers are no longer prepared to’ make do’ on holiday and expect to have facilities at least as good as they have at home and preferably better. Although they’re essential,, provision of a clean bedroom and a standard breakfast is not enough to keep customers satisfied – en suite bathrooms are now all but compulsory as is a choice of breakfast and free Wifi. Do you know what customers want and what other businesses are offering?
Does your business belong to an official star rating scheme such as AA or VisitEngland? These schemes offer customers confidence in terms of services and facilities, quality of welcome, service and hospitality, food and cleanliness.
Increasingly customers are looking at review site such as Trip Advisor to check whether the facilities and services offered live up to expectations.
Click below to find out more about the benefits of joining a Star Rating Scheme and the importance of review sites.
Understanding Tourism Locally
Understanding Tourism Locally
Unless you are offering a unique product it is unlikely that all your guests will travel from across the UK or overseas simply to stay at your B&B. It is more likely they will have a reason to visit your area or stay in your town - for business, to visit friends or family or to have a holiday in your destination and need somewhere to stay.
In terms of product development, operations and marketing it is useful to know as much as possible about your potential visitors – in other words, those who visit your locality.
Do you know how many visitors there are annually, why they come, where they come from, what they expect to do?
Do you know what the competition is in your area?
Do you know how the market for your business is changing? What are the emerging trends and what does the future look like? This information is vital if you are to make the right decisions in terms of product and development and marketing.
Click below to find out how to get information on your local tourism economy as well as insights into the national picture.
Vision and Planning
Vision and Planning
It’s not essential to have qualifications to open a Guest House or B&B or even previous experience in the hospitality industry. Some proprietors are simply looking for a lifestyle change perhaps in a different location. But, as many guest house owners have discovered, it’s not all plain sailing and good planning could make all the difference.
A clear vision and a sound business plan are fundamental to the success of any business. Not only will the bank require a plan if you want to borrow money but it will help you set out your goals, spot potential problems and measure your progress.
Do you have a mission statement? Do you share it with customers and staff? Do you have a business plan with measurable objectives and a clear idea of how you will reach them?
To help, we’ve put together a series of straight-forward templates outlining the key elements that should be considered either to help you get started or to run your existing business more smoothly. This check-list is designed to be dipped into, helping you to build your own plan, rather than read from start-to-finish! Click below to get started.
Your Customers
Your Customers
Do you know who your customers are, where they are from, what they do while they are staying with you, what they think of you and if they will come again? It is a legal requirement for accommodation premises to keep records on all guests staying with them but these records can also provide a useful marketing tool.
The easiest way to get more business is to persuade an existing customer to come again, stay longer or recommend you to friends and families.
Feedback from your visitors will help determine whether your customers are satisfied or if it is time to make some changes.
To find out more about why you need to know about your customers and how to collect the information click below.