with Bill Bullard Inn at Occidental of Sonoma Wine Country CABBI Marketing Director

1. 14 Stages of Guest Interaction with Bill Bullard Inn at Occidental of Sonoma Wine Country CABBI Marketing Director Bullard Partners bill@bullardpartners.com 707-823-0350 Slides available at www.bullardpartners.com

3. Proactive Approach ? ? • The Rule of Fives • Time vs. Money ? ? ? $ $ $ 6 6 $ 6 6 6 $

4. Rule of Fives ? ? When you are asked the same question five times OR You repeat the same guest task five times ? ? ?

5. Time vs. Money $ People’s Free Time is now more valuable 6 6

6. Website 1st Guest Interaction • Specials • Activities • Room Amenities • Availability

7. Phone/Online Reservations2nd Guest Interaction • Arrival Time • Special Needs • Dinner Reservations • Activity Reservations • Extras (e.g. Spa, Wine, Flowers)

10. Confirmation3rd Guest Interaction Written or Email • Confirmation • Mention Activities requiring Reservations • Extras – Separate Enclosure

12. Pre-Arrival Email4th Guest Interaction Looking forward to your stay • Reminder about Dinner Reservations with Links • Reminder about Activities requiring Reservations with Links • Links to Weather website • Things not to Pack (e.g. Hairdryer, Robe, Slippers) • Things to Pack (e.g. Laptop, Cell Phone, Light Jacket) • Extras Available

13. Arrival5th Guest Interaction • Hand Guest all Reservation Cards • include Directions, Phone, Address • Late Check-in Boxes

18. Late Check-in www.Supra-Products.com 1) www.homedepot.com 2) www.lvsales.com

19. Room Information6th Guest Interaction • Inspect Rooms before Check-in Time • Welcome Note (by hand) Guests don’t listen during check-in • Guest Directory • Signs (pros/cons) • Place Info Card visible with Important Details e.g. Breakfast, Smoking, Check-out, Turn-down • Commend Card • Postcards • Letterhead • Forgotten Amenities • Note Under the Bed/Over Armoire

30. Guest Resources7th Guest Interaction • Internet Access, wired/wireless • Guest Computer • Press Binder • Brochure Rack

31. Evening Reception8th Guest Interaction • Interaction • Hosted Event • Offer Dinner Menus and Recommendations • Discuss Plans for next day(s) • Provide Map and Activity Pamphlets • Offer Personal Touch and Insight

35. Return from Dinner9th Guest Interaction • Provide Place to Deposit Comment Cards • Sweet Dreams • Tomorrow’s Weather info Posted or Slipped under Room Door

36. Breakfast10th Guest Interaction • Confirm Plans • Answer Additional Questions • Fail-Safe for Missed Guests • Provide Recipes

41. Check Out11th Guest Interaction • Ask about Stay • Ask about any Questions • Hand out Association Material

43. Thank You12th Guest Interaction • Approximately Two Weeks Later • Send Card and Gift • Picture Magnet • Tea Bag • Repeat Guest Program • Response to Comment Card

44. Survey13th Guest Interaction • Send Guests Online Survey • Ask Questions about the stay • Ask Questions about improvements that you are considering • Include links to online reviews • Include Contest for Free Stay (e.g. TripAdvisor.com, Yelp.com, B&B.com)

45. Emails and Postcards14th Guest Interaction • “Touch” Guests on a Regular Basis • Provide Value within the Email Newsletter (Quality over Quantity) • Offer Spur-of-the-Moment Specials to Driving-distance Guests only

46. Reading Sources • Ultimate Service – The Complete Handbook to the World of the Concierge, Holly Stiel • Thank You Very Much – A book for anyone who has ever said “May I help You?”, Holly Stiel • Positively Outrageous Service, T. Scott Gross • The Diamond Cutter – The Buddha on Strategies for Managing Your Business and Your Life, Geshe Michael Roach

47. Go Implement!(but take small bites)

48. “All I do is put out fires all day long”

49. That’s My (other) Job!

50. 14 Stages of Guest Interaction with Bill Bullard Inn at Occidental of Sonoma Wine Country CABBI Marketing Director Bullard Partners bill@bullardpartners.com 707-823-0350 Slides available at www.bullardpartners.com