FIRST IMPRESSIONS COUNT

The first glance your guests have of your B&B will be the impression they will take with them. It won’t matter what they find on the inside of your establishment, that first look of your unkempt gardens and a dilapidated fence will stay with them throughout their whole stay. That is, if they bother to come in at all.

The truth is, first impressions count. What you can get away with in your own home you cannot get away with as a proprietor of a Bed & Breakfast. The outside appearance of your establishment helps to set the tone of your business. Use the following checklist to help ensure that your first impression is a good one.

• The lawn is mown regularly.
• The path to the front door is free from overgrown bushes and hedges.
• The path is free from cracks and weeds.
• If the house is made of bricks then be sure they are clean.
• Repaint when necessary. When you do repaint, don’t paint over a problem. It will recur. Cure the problem first, then paint.
• The fence is in good condition.
• The entrance is free from spider webs.
• Letterboxes, door handles and windows are clean and polished.
• Light bulbs are changed as soon as necessary.
• The outside is well lit at night.
• The garden is regularly attended, with no dead plants.
• Any steps or tiling are swept and cleaned regularly – and checked for slipperiness.
• Signage to car parking and reception is clearly visible.

As for your garden, you need it to be as attractive as you can make it. When planning your garden think about the time you can realistically afford to spend maintaining it and design it accordingly.

In the summer months, it is a good idea to have some garden furniture so your guests can enjoy the sunshine and have some outdoor privacy. The advantage of this is it is also a great place for you and your family to also enjoy the sunshine and some privacy.

Think about the addition of a water feature of some sort. Not only are they aesthetically pleasing, but the sound is very soothing – just what you need in a Bed & Breakfast. Not to mention the fact that it is very good feng shui. The Chinese believe that water is the symbol of money. A water feature will help attract more money into your home. (They say!)

YOUR ENTRANCE

Your entrance is the first thing your guests will see on arrival at your establishment. It is your chance to impress them from the word go. You want touches that will exude warmth and friendliness. Go for a huge bunch of fresh flowers, a feature wall in a bright colour or an original piece of artwork. If your hall is narrow it might be a good idea to add a large mirror to help convey a sense of spaciousness.

It is a good idea not to go overboard with furniture in an entrance as it can create an obstacle course when carrying luggage. An umbrella stand and a coat rack or cupboard are ideal additions. You don’t want guests traipsing water throughout the house. They will be pleased with your thoughtfulness.

Flooring deserves special consideration in your porch and hallway. You want a surface that is easy to keep clean and is hard wearing. Tiles need to be non-slip, or if you have floorboards you must ensure any polish is not slippery. If you choose carpet you should investigate commercial carpet – it is more durable and easier to keep clean than domestic grade carpets.

Heating or cooling is another consideration. If you are surrounded by snow you want your entry to feel like a warm cocoon. Likewise, if it happens to be hot and humid you want your guests first impression to be one of coolness and freshness.

LIVING ROOMS

As we stated in the last chapter, it is important, if at all possible, for both your sanity and your guests’ to have some separate space, other than your respective bedrooms. We would suggest that the best option would be a lounge room, or similar type of room. For some properties, it might be your old family room, conservatory or former children’s playroom. This room will give your guests space and allow them to feel more at home. The fact that you will have a separate lounge room gives you a place to escape that feels all yours, not the property of the general public.

Research indicates that guests don’t mind sharing living room areas with each other, providing they can identify where they can sit. For example, if you have a living area available for two guest bedrooms then rearrange your furniture so as you have two settings. You don’t want people trapped in their bedroom. Guests generally don’t mind if other guests share their space, or even if it is possible to overhear their conversation.

You need entertainment facilities, particularly music. An assortment of books is a great idea, covering all genres.

Board games are essential – people love to challenge their friends to a game. Television is another thing you will need to consider. Many people go to Bed & Breakfasts to escape from television, but others find it relaxing. My suggestion would be that if you are going to have televisions place them in the guest bedrooms (preferably in a cupboard) where they can make the choice to use them, or have a separate TV room. If, because of space limitations, you have to put a TV in the lounge room, don’t arrange all your seating to face it and, preferably, hide it in a cupboard.

Be sure to contact the TV Licensing Authority, as extra TVs may not be covered by your home licence.

One of our concerns is that of ‘amenity creep’. Some B&Bs are emulating the atmosphere found in hotels from the lower end of the market. Don’t do this, because people who choose to stay in Bed & Breakfasts do so for the homely comforts and to avoid the impersonal atmosphere of a hotel. For example, avoid a TV in a guest bedroom that swivels out from the wall.

People love to sit around an open lire, so if you have one, be sure to light it, particularly on dull or cold days. This would be a memorable feature of your lounge room and will be a source of good publicity for you. If you have it, flaunt it.

Likewise, if you have a view of the ocean or mountains, exploit it. These things are what guests go away for – the romantic ideal of home.

DINING ROOMS

As the name suggests, a vitally important part of a B&B is one meal – breakfast. This meal needs to be taken in a place that characterises the ambience of your establishment. As much care should be taken with the dining room as with the bedrooms.

In the United Kingdom and Ireland, B&Bs have taken many different approaches to dining. Many places follow the European tradition of one large table around which all guests sit. This works very well for dinner, if you are planning to offer this as an option. People will occasionally bring their own wine and, over a few glasses, feel happy talking with strangers.

One large, communal table, however, can present some problems at breakfast. Some people are a little shy in the mornings and tend to keep to themselves. A number of establishments have found that they needed to introduce a breakfast area made up of a few tables of two and/or four settings, or a large and a small table.

It is a statutory requirement in some areas to have a separate breakfast table for each guest bedroom.

As for style, you need to create a room that both looks good and is practical. Remember you will be serving breakfast, so you want to be able to access all the seats. The table or tables can become a feature in the dining room, with an interesting centrepiece. Chairs should be comfortable. People on holidays won’t want to rush meals so you want them to feel comfortable sitting for as long as they desire.

When buying furniture be aware of the upkeep. If your table is wood it will require work because you will need to protect it from moisture and heat.

When replacing furniture, you should consider new furnishings that meet higher fire resistance standards. Ask your local fire authority if in doubt.

You can get some great buys at places such as second-hand shops. You also have the option of buying from a manufacturer or supplier of commercial catering furniture. For chairs, particularly, this may provide the best option for a larger establishment, as they will be comfortable, practical and hardwearing.

Ensure your dining room has a sideboard or bench of some kind. It makes it much easier when clearing tables and serving meals. It also has the added advantage of holding your dinner sets and cutlery. The only word of caution would be not to clutter the top with too many decorative items – keep it simple. If you have too much on it you will find it difficult to use it.

The crockery you use can demonstrate to your guests the style of your B&B. Remember it is the small things that your guests will describe to their friends.

Your everyday dinner set, with its scratches, chips and cracks will not do for paying guests. That doesn’t mean I’m suggesting you run out and buy Wedgwood or Royal Doulton, although for some of you that might be appropriate.

We would suggest crockery is of commercial quality. Any patterns should be under a thick glaze and able to withstand dishwashers at high temperatures. Tapered edges are more prone to chipping, so if you or your partner are clumsy, we suggest choosing crockery with a rolled edge. Enquire in a retail outlet if there is a piece of china that could be tested for durability. Ask if the retailer has a discarded piece of the china of the type you are interested in purchasing in order to test the glazing, or enquire about guarantees for the durability of the surface. The glazing can be assessed by running a knife across a glazed surface and seeing if it marks. If you see a flaw, keep looking. Do not scrimp on china by buying the cheapest and, whatever you do, don’t buy end of line china. Pieces will chip and break and you need a set for which you can easily purchase replacements or additions as required.

Remember you want china that is ovenproof, particularly if you are planning to offer dinner, and any china with a metal embossing, such as a gold rim, may not be suitable to be put in a microwave or a dishwasher.

Commercial sets might be a good option for the larger Bed & Breakfasts and guest houses as your crockery may get quite a beating. This doesn’t mean you still can’t demonstrate personal style. Buy some beautiful serving plates and dishes. Use beautiful cutlery and glasses. Use the best linen napkins you can afford.

Choose a style of china and glassware and linen that reflect the style of your home, and which may be a feature of your region.

Your glasses should complement your china. In some cases, where a B&B does not have a liquor licence, guests may be able to bring alcohol, with your permission, whether you provide an evening meal or not. At the very least you will need glasses for red and white wine, sherry, port, champagne, mixed drinks, and water, soft drink or cordial.

Cutlery needs special consideration for your Bed & Breakfast. Again, I would suggest easy care. Stainless steel is much easier to look after than silver, not least because you will be able to put it in the dishwasher. It will still stain and smear, however. To minimise this a good tip is to use boiling hot water and vinegar and wipe it with a linen tea towel once a week after it has been cleaned in a dishwasher.

Ornate designs can look wonderful, but are more difficult to keep clean. Choose cutlery made in one piece as grease and bacteria tend to accumulate between the blade and the handle. Plastic, bone and wooden handles are not always a good idea, as they will not withstand the dishwasher. As you can see, you need to balance style considerations with practical ones. Do you want to be cleaning that beautiful silver cutlery every day? Remember that you do want the table to look special when set, so choose wisely.

THE KITCHEN

While design and size of kitchen will vary tremendously in Bed & Breakfasts this is still a main cog in the machine. Your kitchen may be used for cooking only or may have an eat-in function, which, while unsuitable or unlawful for guests, will be great for your family’s privacy.

The main thing you need to ensure is cleanliness. You are now serving food to the general public and you need to treat this with the seriousness it deserves. The last thing you want is to risk food poisoning. You will need to contact your local authority to see what restrictions will affect you in your kitchen, eg, larger B&Bs must have a separate refrigerator for the guests’ food. Increasingly, there is a legal requirement for those preparing food for the general public to obtain a recognised qualification. This will cover all aspects of food handling, storage and preparation. Your local Environmental Health Officer will have all the details.

The larger your establishment, the more likely you will be affected by commercial laws of some kind or another.

Make sure that all of your electrical equipment is safe as you have the responsibility to comply with the regulations set down.

See your local authority about regulations and inspection requirements.

For health reasons, cutting boards should be labelled. For example, green for vegetables, red for meat, with matching colour-coded wiping cloths. Once again, it’s a good idea to obtain a copy of the relevant health and safety legislation to be sure that your equipment complies with the relevant standards.

When it comes to design you need to remember preparing meals for a number of guests will require significant workspace such as a large bench and or table.

As the minimum you will want a dishwasher, a microwave and an extractor fan. You might also need to consider a bigger fridge, and a pantry.

The other thing you must consider is safety. Kitchens need to be safe places in which to work. Kitchens and bathrooms are the most dangerous places in a home. Flooring needs special attention, for example, any tiles need to be the non-slip variety.

When it comes to kitchens, local government requirements tend to vary depending on the number of guest rooms applied for by the property owner. The best advice is to contact your local authority before making any drastic changes to your kitchen. Research shows that there may be changes regarding requirements for kitchens in the near future.

The average residential B&B would require a double sink and dishwasher. High quality detergent must be used because the average dishwasher bought for the home does not heat to 60° Celsius.

For B&Bs that offer an evening meal, they would require all the above, but the dishwasher might need to be semi-industrial.

B&Bs that have an attached dining room with a restaurant will need to comply with standard restaurant regulations.

BATHROOMS AND TOILETS

The days of expecting your guests to share the family bathroom are gone. That is not to say you can’t be a B&B if you don’t have separate bathrooms or en suites for each guest room. However, it means that you may not be able to have a room rate that is viable or an occupancy rate that is acceptable.

Another area to watch is the new Star Grading format that requires minium standards example, bathrooms for guests only.

If you do elect to run with the family bathroom proposition then be sure you have sufficient cabinets that hide the family’s gear. If it’s a grand and elegant B&B you have in mind, and the room rate reflects this, then the guest’s expectation will be to access a fully equipped bathroom. This may include a spa bath.

To en suite or not to en suite, that is the question? If you can only afford to do one major thing to convert your family home into a Bed & Breakfast, installing en suites is what you should spend your money on. More bookings are lost for not having en suites than for any other reason, especially with international travellers. Guests will happily pay more for this option.

If you intend to accommodate people with disabilities then the bathroom and toilet facilities will need special consideration. You will need to consider safety rails, a hand-held showerhead and widened doorways. Again, floor tiles need to be non-slip. The relevant authorities will supply you with all the necessary details.

Given that you have heating in your bathroom, you will also need an extractor fan to eradicate all the condensation that occurs. Opening a window is not sufficient to maintain the controlled ventilation required to keep condensation, and in the long term, mould, at bay in bathrooms. If you have sufficient room between your bathroom ceiling and the roof, the most efficient way to cover heating, ventilation and lighting is by installing a three-in-one heater, fan and light. For a little extra expenditure you will have a bathroom that is well lit, warm and well ventilated.

We would suggest that you replace shower curtains with doors, as there is less chance for errant water, and thus accidents. Likewise, as another safety precaution, we would suggest that showers are not over your bath. This is another safety nightmare.

If you must use shower curtains ensure that you wash them regularly. Nothing puts off a guest more than mould. Also ensure they are weighted at the bottom, so they do not wrap around your guests’ legs when they are having a shower.

It is important to have efficient, easy to operate showers. Taps with a simple single action are the best. The flow of water from the showerhead also needs to be adequate. It is very hard to rinse long hair with a trickle of water.

You need to ensure you have a copious supply of hot water. This is not an area where one can economise. Guests will always remember the B&B where they had a cold shower, bath or shave, and it will not be looked on favourably when telling their friends of their holiday break.

All the doors should be fitted with locks, and windows should be made of opaque glass or fitted with blinds. Your guests want to feel as if their stay is a retreat and not a peep show. The locks are particularly important if guests are sharing a bathroom.

You also may need to consider adding power points to large bathrooms. Special waterproof points are available and are a legal requirement. At the very least you need sufficient power points for two appliances, a shaver and a hairdryer.

Ideally the bathroom area is self-contained, with the hand basin in the bathroom. This gives a classier atmosphere to the room. A separate toilet with a wash hand basin is also a valuable facility if you have the room.

When it comes to furniture in your bathroom, it should be kept to a minimum. However, you might like to consider a chair or stool. Ensure it won’t be affected adversely by the dampness.

With bathrooms and en suites it is the extras that will win you brownie points with your guests. We suggest that you consider providing the following:

• Two good quality, generously sized towels per person, which you change daily. You also need to provide a hand towel and two face cloths.
• Mini soaps, preferably from a place like Bodyshop or another aromatherapy retailer. You might even be lucky enough to find a local person who makes natural products. These will need to be changed after each guest. The provision of a soap dispenser is a good alternative.
• Make-up remover pads. This is a great idea, as it will prevent your guests using your towels for this purpose.
• Plenty of thick, luxurious-feeling, toilet paper. OK, so it’s a hidden luxury. So many Bed & Breakfasts get this wrong. Don’t scrimp and buy the cheap brand. Your guests will notice and will not be impressed. Ensure your spare rolls are in an easy-to-find place.
• Candles, and some matches. These are particularly recommended if you have a spa. Nothing is more relaxing or romantic than candlelight, and isn’t romance one of the main reasons your guests have chosen the Bed & Breakfast experience?
• Fresh flowers, preferably from your garden, or a small plant, will brighten up the room and reinforce the impression that you are the nurturing type. Be aware that some guests may be allergic to fresh flowers, so you may want to advise them beforehand or be prepared to remove them.
• A hair dryer: forgetful guests will love you for this.
• A waste bin with a lid: the more bins you provide the less mess you will need to tidy up later.
• Complimentary bath oils, shower caps, shampoos and conditioners. These are a real treat and everyone loves them.

THE BEDROOMS

If you are going after the luxury romantic getaway market you might consider having spa baths for each guest bedroom. At the high end of the market, they are a definite draw card. You can, of course, get a higher room rate for the privilege.

There are now minimum bedroom size and spaciousness requirements that are as follows:

• single rooms 5.6sq m/60sq ft
• double rooms 8.4sq m/90sq ft
• twin rooms 10.2sq m/ll0sq ft.

Now to the ‘bed’ part of your B&B, the place where your guests will spend at least one third of their stay with you.

The first points of call are the beds. This is the most important investment in furniture you will make – and you really must consider buying new ones. It is your guests’ opinion of the quality of your bed you will most be recommended for.

One of the most common questions we are asked is what should you look for when purchasing a bed. Firstly – buy wholesale. As soon as you register your business you will gain allowances with a wide range of wholesalers, from bed linen and bed manufacturers, to hospitality suppliers. Take advantage of these and shop around.

We also suggest you buy contract quality. These beds have the added advantage of being built for multiple and varied sleepers – so they will last longer in the long run. Most importantly they are reinforced around the sides – the first place your guests will sit when entering their guest room.

If you have a number of guest rooms, purchase queen beds, doubles are too small for most couples, and have at least one room with two single beds that will zip up into a queen- or king-size bed. With more and more friends travelling together, along with mothers and daughters and colleagues, the ability to offer twin beds will give your potential guests another reason to stay with you.

The Star Grading system calls for minimum bed sizes. For example, a single bed must not be smaller than: 190 × 90cm/6ft 3in × 4ft. A double bed should be: 190 × 137cm/6ft 3in × 4ft 6in.

Beds of 183 × 75cm/6ft × 2ft 6in will only be acceptable for children in a family room. Beds of 190 × 122cm/6ft 3in × 4ft are acceptable for single occupancy only.

Bunk beds that cannot be used by adults must have a 75cm/2ft 6in clear space between the mattress of the bottom bed and the underside of the top bed (Bunk Bed Regulations 1997).

Note: It’s advisable to download the Star Grading program from your preferred tourism authority in order to be sure that you have met all minimum requirements.

As for brands, we recommend Sealy. Why? They understand the needs of the hospitality industry, including B&Bs. The coverings all meet the UK furniture industry’s stringent regulations. The single zip up model has the option of an all-over covering. All their commercial beds are Healthshield protected, which protects against the build up of mould, mildew, bacteria and dust mites. The coverings are fire retardant. Sealy also provide a service that will show you how to care for the bed in the longer term. Their contract division, which will deal directly with you, can provide you with substantial savings.

A rack or suitable place for luggage in the guest bedroom is important. This prevents suitcases ending up on the bed, bringing with them dust or dirt from outside.

You will need to supply electric blankets during the colder months. You need two pillows per person. You need at least two sets of bed linen per bed – more if you don’t want to wash every day.

Think seriously about domestic linen if you are a larger Bed & Breakfast. It won’t be able to withstand the daily washes and will fade very quickly.

Normal household bed sheets have an average life expectancy of 300 washes as against those used in hospitality able to last for 500 washes – they tend to be 50% polyester and 50% cotton. There are a number of linen suppliers to the hospitality industry. Look them up in the telephone directory. Ensure that you have spares of everything (blankets, pillows, sheets) in a cupboard in the guest room in case the guest’s preference is for something different from the bedding provided. It is important to have a sheet and a light blanket as an alternative to a continental quilt. Many guests find even light quilts too hot.

When it comes to decor it needs to be neither too feminine nor too masculine. What it cannot be is childlike. You hear ’horror’ stories from guests who have gone to a Bed & Breakfast only to find themselves sleeping with pictures of fairies, and ‘Miranda’s Room’ on the door. Guests want to feel that the room they are staying in is theirs for the duration, so unless their name is Miranda and they are eight years old this room won’t achieve it for them.

Floors should be carpeted or have rugs to help absorb noise and keep the room warmer in winter. It is very important that your window coverings, whether they are curtains or blinds, give total darkness in daylight. Your guests will probably want to sleep in and you need to ensure they can do so with ease.

You need bedside lights on both sides of the bed and plenty of accessible power points to cater for everything people travel with. Don’t hide power points under the bed or behind furniture. What you don’t want is double adaptors – they are extremely dangerous (see Chapter 9). All guest bedrooms should have a source of heating, with clear directions if needed.

Guest bedrooms must have locks on their doors. If your guests are staying for more than one night then they will want to keep personal effects in their room. They may feel they can’t if there is no lock on the door and other guests can have access their space.

As for furniture, the most important piece, other than a bed, is a wardrobe – for those of you without fitted robes.

You should supply at least five, good quality hangers per guest, definitely not the bent-wire variety.

Bedside tables are important, with a tallboy or shelves for folded items. We would recommend a chair, and a desk is often appreciated – pens and notepaper are a nice addition. Don’t forget the waste paper basket in every room. An adequate mirror is also essential.

When it comes to extras – think of everything you would like in the perfect bedroom and try to provide it. A jug and glasses is always appreciated. Mints are good. Tissues are essential.

Candles are a good idea – a great way to help create a romantic mood. Mini-CD players are also appreciated. If you wanted to go all out you could provide guest robes, a must when guests have to go out of their room to access the bathroom. Some people also appreciate facilities to make their own coffee and tea in their room.