Management & Operations
The Magic of S.I.L.KTM
Tuesday, January 24, 10:45am – 12:00pm
Holly Steil, Thank You Very Much, INC.
Fulton Room, State House Convention Center
Holly will expound on the Magic of S.I.L.K in this Super Session corresponding with her keynote kick-off and offer specific details and techniques to create the S.I.L.K. customer experience. This super session will be especially helpful for innkeepers with staff because she will expound upon how to create high-level, distinctive and memorable experiences that create guest loyalty and keep them coming back again and again.
Good Night, Sleep Tight, Don’t Let the Bed Bugs Bite
Tuesday, January 24, 3:00pm – 4:10pm
SH Caraway Room 3
Ron Blake – Global Interiors
There has been a continuous stream of news reports in recent years regarding bed bugs. If you do a search on popular review sites, you’ll see information and photos that reveal more. The small inns of America are the most vulnerable to the spread of bed bugs. Studies show that Bed Bugs can transmit staph, HIV and Hepatitus B. Join us for this important discussion focused on being proactive versus keeping your head in the sand.
Providing a Warm Welcome for Guests with Physical Impairments
Tuesday, January 24, 3:00pm – 4:10pm
SH Ballroom A
Moderator: Ellen Cheneaux-Birchwood Inn (MA) Panelists: Gwen Eyer –Blessings On State (IL), SeRonna Rodgers-Disability Rights of Arkansas, Legal Counsel-DisabilityRights of Arkansas
As you consider all of your guests needs sometimes it can be difficult to know just what to do when someone with physical disabilities seeks lodging with you. Join our professional panel to explore issues and suggestions to become more welcoming to this often underserved population of travelers. As the baby boomer generation ages, and a population of people with special needs seeking hospitality and accommodations as they travel you’ll want to explore the attitudes, acceptance and accommodations that will bring a sense of hospitality to all who seek it.
Navigating the Potholes of Insurance
Tuesday, January 24, 4:20pm – 5:30pm
SH Pope Room
Mike McFarlin – McFarlin Insurance
Inns are commercial accounts and all too often policies are written as personal lines. Imagine a guest slipping on ice and the insurance company denying the claim because of the wrong form of coverage being written. In addition, the owners need personal coverage to protect them when traveling with luggage, for example. If your mind reels as you hear words like hard and soft markets, cycles of insurance, public adjuster, understanding claims and ordering loss information, workers compensation and the experience modification, this is the session for you.
The Truth about Credit Card Processing
Wednesday, January 25, 8:30am – 9:50am
SH Pope Room
Cheryl Heldt – International Payment Solutions
Statistics show that 73% of all merchants are now taking credit cards. That statistic is probably higher for innkeepers . Learn about PCI Compliance and analyzing your statement. What are all those fees and what do the abbreviations mean? What is my rate, really? And what aren’t they telling me? Renewals and termination fees, contract language, best practices for processing (terminal, the Internet, or software) what does it all mean? Come to learn more and ask your questions.
Accidents Happen, But They Don’t Have to Happen at Your Inn
Wednesday, January 25, 8:30am – 9:40pm
SH Fulton Room
Michael Swain – Markel Insurance Company
Slips, trip and falls, fires, water and electrical damages to business can be costly. These events can have a devastating effect on a guest’s stay, drive up worker’s compensation costs, cause you to incur unnecessary business expenses, damage your reputation and be a potential catalyst for litigation against you. In this workshop, we will discuss concepts to proactively help identify these hazards before they occur and learn strategies to help reduce their likelihood of occurring at an inn.
Hosting Weddings
Wednesday, January 25, 9:50am – 11:00am
SH Ballroom A
Moderator: Cathy Leitch – Inn on Lake Granbury (TX)
Panelists: Kristie Rosset – Lookout Point Lakeside Inn (AR), Paul Cowell – Whitestone Inn (TN), Dee Fegan – Pheasant Field B&B (PA)
Having a wedding at a B&B has become a popular option for many couples moving from engagement to wedded bliss. Weddings can be a rewarding experience for innkeepers both financially and personally. Join representatives from small to large inns as they share their experience with the pressures and delights of working with couples to produce lasting memories through these beautiful and personal events.
Cutting Edge Rooms
Wednesday, January 25, 11:10am – 12:15am
SH Pope Room
Carol Edmondson – Innkeeping Specialists
How about updating your tired, old, or totally out-of-date rooms in order to bring a new generation of guests to your inn? Or impress your beloved repeat guests who are secretly hoping you will get with the program? This workshop will help you visualize and implement a plan for an inn face lift including how to prioritize, cost, time and materials on any budget from a few hundred dollars to a few thousand dollars. Repurpose your treasures, declutter your guest rooms and create a bright new image on a budget. Lots of great tips and success stories to share.
Power Your Way to Profits with an Inn Tune-Up
Wednesday, January 25, 11:10am – 12:15pm
SH Miller Room
Peter Scherman & Rick Wolf – The B&B Team
Are you satisfied with your business? Do you suffer from “inn envy?” Do you represent “A Better Way To Stay?” We will explain what an Inn Tune-up entails from physical plant, marketing, brand development, operations and procedures to guest experience. We will highlight key points that innkeepers should consider and refine with specific examples and action items.
How DOES She Do It?
Wednesday, January 25, 4:45pm – 6:00pm
SH Ballroom C
Monique Greenwood – Akwaaba Bed and Breakfast Inns (NY) and Jo Ann Bell – PAII Co-Founder
“How does someone eager to balance her life manage to get so busy? And how does someone so busy manage to have so much fun?” This is how Fast Company describes Monique Greenwood, former Editor-in-Chief of Essence magazine. How does she run four Akwaaba inns (Brooklyn, Cape May and Washington, DC), while restoring a luxury resort/spa in the Poconos? Monique’s motto is “Make it happen.” How Does She Do It? Take away practical ideas to increase your operations/management skill set, as you spend time with Monique in an interview with PAII’s co-founder, Jo Ann Bell, for an informative session.
