Читать книгу Start & Run a Bed & Breakfast - Richard Taylor - Страница 30

When you make your trial visit, imagine that you are an inspector for a B&B booking agency. You are there to look at every facet of the operation (without the knowledge of the owner).

Begin your inspection by doing a survey of the facilities and services. Use a copy of the competitor survey that you used in Chapter 3 and fill in as much as you can by reading the description in the guide book. Take the worksheet with you when you visit the home so that you can complete your survey.

To complete the inspection, you must document the level of hospitality that you receive. We define hospitality as the open and friendly reception of guests, followed by a high level of continuous care and attention, given in pleasant surroundings. This means that a hospitable B&B will have hosts who are friendly and approachable and that the level of care will not deteriorate during your stay. As well, the surroundings will be comfortable, clean, and pleasant.

Create a form allowing you to apply a rating of poor, fair, or good to specific features of the home. The bottom of the form allows you to document your personal observations and to suggest how you would improve the hospitality.

Note the following during your visit:

(a) Exterior: What are your impressions of the exterior of the house? Was it easy to locate? Note if parking is a problem, and rate the general condition of the structure, landscaping, and neighborhood. What exterior guest areas are provided (e.g., patios or gardens)? Was trash or garbage in view?

(b) Check-in: Did you feel welcome and did the hosts help with your baggage? How efficient was the check-in routine and tariff payment? Did the hosts show you all the guest areas and did they explain the house rules? Did they offer advice on places to eat or visit and was their general attitude friendly and helpful?

(c) Bedroom: Rate the layout, cleanliness, and decoration in the bedroom. Look for comfortable surroundings and functional furniture. What extra features and services are there, and how would you rate privacy and security?

(d) Bathroom: Rate the overall cleanliness and decoration. Are the fixtures, lighting, ventilation, and towels of good quality? How private and convenient is it?

(e) Breakfast: How welcome do you feel? Rate the overall presentation and cleanliness of the eating area. How convenient is the breakfast time? Rate the food quality and variety and the host’s attitude and hygiene.

(f) Check-out: Was the check-out time convenient? How efficient was their check-out routine? Did the hosts help with the baggage, and what was their general attitude? Would you stay there again?

(g) Hospitality rating: Give an overall hospitality rating to the home.

As you do your own rating, think about things that could be changed to improve the level of service you are receiving. Try to think both as a guest and as a host.

Don’t forget to ask the host for a receipt for payment, and keep track of any transportation costs, etc.