How to Start & Run a B&B BandBED2eBook-1 | Page 113

Ten dos and don’ts
If you are in a hurry, here is a quick list of ten dos and ten don’ts:
DOS
DO make sure the first impression is always favourable for every arrival – especially
your own welcome. The first few minutes can set the tone for your guest’s whole stay.
Set the scene with lighting, a log fire, flowers and some well-placed glossy magazines –
and perhaps offer tea and biscuits or a cold drink on the house?
DO ask bookers for a deposit, and their home address, contact numbers (including
mobile), and expected arrival times.
DO sleep in each guest room occasionally, and look at it critically from a paying guest’s
point of view, paying attention to every detail. You can then make improvements
before having to react to complaints.
DO be clear and specific about practicalities like breakfast times, checkout times,
payment methods and house “rules”: you have no hope of enforcing them if the guests
do not know them.
DO be methodical to the point of obsession about accurate and up-to-date record
keeping – especially your bookings book! A small slip can cause you huge problems.
DO go the extra mile with thoughtful “extras” – particularly where they cost you next
to nothing. A couple of home-made biscuits or a glass of iced water may make more
impression on your guest than that designer wallpaper that cost you thousands.
DO put lots of careful thought into your annual budget, use sensible assumptions, and
regularly compare actual results against the budget. Your budget will be the financial
basis for your management of the business, and poor budgeting often leads to business
failure. You don’t need to be a mathematician or accountant, but you do need to apply
a disciplined and common-sense approach.
DO network locally with those who run attractions, wedding venues, the tourist office,
restaurants – even other hotels and B&Bs – and make sure they know about your B&B
and why they should recommend you to visitors.
DO set up a simple but effective website, and promote it to search engines and using
keyword advertising (we tell you how later in this book). You don’t have to spend
much, but do spend it wisely.
DO smile and be unfailingly friendly, courteous, thoughtful and helpful. Too easy? It’s
so rarely done, it’ll put you miles ahead of most of the British “hospitality industry”
even if you slip up in other areas.