It's getting into our busy EVENT season...personally, I want to know as much as possible about the event, so I can properly greet the guests.Simple things, like...what's the bride's name & what's the groom's name...

Continue reading "Interactions between departments" »

Posted by Kit Cassingham at 06:00 AM | Comments (0)

From "Ask Kit!":
Q: The most important experience I want in my B&B along with extra ordinary service, is to make sure my guest have a Great night SLEEP!! An experience that will inspire them to come back for more and tell ALL their friends...

Continue reading "How Hospitable Are You?" »

Posted by Kit Cassingham at 08:25 AM | Comments (0)

From "Ask Kit!":
Q: If other guests give another in the inn problems and at check out he demands his money back because of the problems you say.........yes immeadiately? offer them another chance to stay? or give them just a discount after all they still spent the entire night without complaining about the other guests. What would you do?

Continue reading "How to handle problems between guests..." »

Posted by Kit Cassingham at 04:12 PM | Comments (1)

An article about self-service kiosks in hotels for guest check-in just came across my desk. My first reaction was "It's about time! I'm tired of waiting to check into my room." My second reaction was "But that's the time you set the tone and start the relationship with yor guests. B&Bs really have the edge on hotels -- again."

Continue reading "First Contact -- Guest Check-in" »

Posted by Kit Cassingham at 06:00 AM | Comments (2)

From "Ask Kit!":
Q: What can we offer guests that they might have forgotten to pack, such as a razor or toothbrush?

Continue reading "Filling In The Gaps For Guests" »

Posted by Kit Cassingham at 01:56 PM | Comments (2)

From "Ask Kit!":
Q: I believe "guest services" encompasses everything that makes a guest feel welcome, comfortable and secure. Why do I not find that in B&Bs all the time?

Continue reading "One Opinion About What "Guest Services" Is" »

Posted by Kit Cassingham at 01:44 PM | Comments (2)