Concierge

I am chewing on just what level of concierge (recommendations, etc.) to provide. There have been some horror stories recently on 30 phone calls, try
The following are a couple examples how two B&Bs do it. How do you handle the requests for recommendations and additional services, without living on the phone?
On one hand, this B&B actually has a Concierge page, which records their recommendations, and may reduce the load on the innkeeper while being useful to the guest:
http://www.maugerbb.com/concierge.cfm
On the other, this B&B seems to offer doing everything for the guest. And only a couple have charges:
For your convenience, The Trumpeter Inn offers a concierge service to make your visit to the islands special and carefree.
Upon request we can:
•Arrange on-island transportation such as renting cars, scooters, mopeds or bicycles.
•Make dining reservations at one of our superb restaurants including Downriggers, The Place Bar & Grill, Duck Soup Inn, Coho Restaurant, Backdoor Kitchen, or one of several restaurants located in Roche Harbor.
•Reserve tickets for the San Juan Community Theatre, tee times at San Juan Golf & Country Club or workouts at our state of the art health club, San Juan Island Fitness.
•Assist with reservations at any of our fine local spas.
•Arrange for box lunch picnics (additional charges apply).
•Have flowers and/or gift baskets ready for special occasions (additional charges apply).
•Set up whale watching or kayaking excursions and boating charters.
•Arrange Inter-Island day trips.
•Assist with coordinating flights to San Juan Island from Seattle with Kenmore Air and San Juan Airlines.
•Help with understanding ferry schedules.
We will make every attempt to handle any additional special requests you may have.

Hey if it works for them...and they want to do it all...then why not. May not be your cup of tea but others thrive on this sort of stuff. We did comparable when we were open.

What you can offer depends on how many people you have working for you.
I make reservations for guests for all kinds of things. If tickets are required I add $5 on for my time. Restaurant reservations I make sure they know who is calling.
I used to print boarding passes but we put the printer where the guests can use it now.
Directions, ideas of things to do, times it's better to go somewhere or routes to take to avoid festivals if the guest isn't interested in seeing the potato queen are all part of the day.
Keep in mind that just because it's on that inn's website does not mean a single guest looks at it.
The reason some guests select a bnb is exactly for this service. They know they have to tip for it a hotel if the hotel even has a concierge other than the front desk clerk who is also doing check in, check out and answering the phone.
Think about how much help you want to be and then figure out how to provide guests with more.
Every morning I put the guest computer on a page of things to do. Pretty pictures! Guests look and then ask how far is that and I hand them a map, draw a circle for that place and tell them how far. I also suggest places to eat and other things on that road.
Even tho everyone has gps or maps on their phones I hand out paper maps. I get them by the bundle at the tourist info. I keep a supply of attractions brochures in the living room for guests to take.
A lot of people come here who have no idea what there is to do. I want them to leave having seen some great stuff but knowing there's a lot more they missed. Even things they can't stay here to do. I give them biz cards from other bnbs around the state.

undersea said:

I am chewing on just what level of concierge (recommendations, etc.) to provide. There have been some horror stories recently on 30 phone calls, try
The following are a couple examples how two B&Bs do it. How do you handle the requests for recommendations and additional services, without living on the phone?
On one hand, this B&B actually has a Concierge page, which records their recommendations, and may reduce the load on the innkeeper while being useful to the guest:
http://www.maugerbb.com/concierge.cfm
On the other, this B&B seems to offer doing everything for the guest. And only a couple have charges:
For your convenience, The Trumpeter Inn offers a concierge service to make your visit to the islands special and carefree.
Upon request we can:
•Arrange on-island transportation such as renting cars, scooters, mopeds or bicycles.
•Make dining reservations at one of our superb restaurants including Downriggers, The Place Bar & Grill, Duck Soup Inn, Coho Restaurant, Backdoor Kitchen, or one of several restaurants located in Roche Harbor.
•Reserve tickets for the San Juan Community Theatre, tee times at San Juan Golf & Country Club or workouts at our state of the art health club, San Juan Island Fitness.
•Assist with reservations at any of our fine local spas.
•Arrange for box lunch picnics (additional charges apply).
•Have flowers and/or gift baskets ready for special occasions (additional charges apply).
•Set up whale watching or kayaking excursions and boating charters.
•Arrange Inter-Island day trips.
•Assist with coordinating flights to San Juan Island from Seattle with Kenmore Air and San Juan Airlines.
•Help with understanding ferry schedules.
We will make every attempt to handle any additional special requests you may have.

Click to expand...

If they are doing all this I hope they are getting kick backs!

I'm never going to put that down on a page that the public can see. That's why people stay HERE, they know that I can rattle off at least a few hundred restaurants based on individual preferences.

We answer questions when asked. We also have a shelf full of brochures of things to do in the area.
We don't call it consierge, we call it, "hosting." people expect a B&B to be more human and friendly than a hotel.

Jon Sable said:

I'm never going to put that down on a page that the public can see. That's why people stay HERE, they know that I can rattle off at least a few hundred restaurants based on individual preferences..

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Crossed my mind. Publishing this stuff enables the whole world to see it. Perhaps an email with a link, or with the content, is less visible to others...

undersea said:

Jon Sable said:

I'm never going to put that down on a page that the public can see. That's why people stay HERE, they know that I can rattle off at least a few hundred restaurants based on individual preferences..

Click to expand...

Crossed my mind. Publishing this stuff enables the whole world to see it. Perhaps an email with a link, or with the content, is less visible to others...
.

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password to the secret local info when you book?

Joey Camb said:

undersea said:

Jon Sable said:

I'm never going to put that down on a page that the public can see. That's why people stay HERE, they know that I can rattle off at least a few hundred restaurants based on individual preferences..

Click to expand...

Crossed my mind. Publishing this stuff enables the whole world to see it. Perhaps an email with a link, or with the content, is less visible to others...
.

Click to expand...

password to the secret local info when you book?
.

Click to expand...

That is good. People like to be in any form of insiders club, VIP, whatever. In our case, that would be anyone who is a repeat, I guess.
My goal, as for many businesses, is to make self-service available to reduce the load, while being available for good prospects/guests who have questions. That is the purpose of online booking, but there are still people who need assistance.

Well now, I enjoy making people's trip seamless and completely enjoyable.
I offer to fill their fridges if they send me a list of groceries 2 days before arrival, I charge a small fee for that.
I also make reservations for restaurants, fishing charters; I order and deliver celebration cakes, supply firewood - no fee.
Also no fee for decorating rooms for celebrations to the guest's specifications.
I guess it all depends on the individual innkeepers?

I'm always very wary about booking things for people, what happens if something goes wrong like you book them on a trip and the transport doesn't turn up. You'll be the one getting it in the neck.
I'll happily tell people what to see and do and make recommendations, but I draw the line at making arrangements for people.

Highlands John said:

I'm always very wary about booking things for people, what happens if something goes wrong like you book them on a trip and the transport doesn't turn up. You'll be the one getting it in the neck.
I'll happily tell people what to see and do and make recommendations, but I draw the line at making arrangements for people..

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in the EU you have to watch as if you are accommodation + activity you become a travel agent and have to have the right insurance to cover you for that.
I wouldn't touch it with a barge pole! Id put a link to the info on Bedposts as people were chatting about putting things together for guests - really does put you out on a limb if it goes pear shaped.

Highlands John said:

I'm always very wary about booking things for people, what happens if something goes wrong like you book them on a trip and the transport doesn't turn up. You'll be the one getting it in the neck.
I'll happily tell people what to see and do and make recommendations, but I draw the line at making arrangements for people..

Click to expand...

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).

undersea said:

Highlands John said:

I'm always very wary about booking things for people, what happens if something goes wrong like you book them on a trip and the transport doesn't turn up. You'll be the one getting it in the neck.
I'll happily tell people what to see and do and make recommendations, but I draw the line at making arrangements for people..

Click to expand...

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).
.

Click to expand...

undersea said:

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).

Click to expand...

The lawyer will name you in the lawsuit if you have a brochure rack and the guest found the info there. I you so much as mention what there is to do you're in the lawsuit.
Luckily, our ins company understands how this biz operates and it's ok for us to have bikes, kayaks, canoes and tell guests what there is to do and connect them with the provider.

Morticia said:

undersea said:

Highlands John said:

I'm always very wary about booking things for people, what happens if something goes wrong like you book them on a trip and the transport doesn't turn up. You'll be the one getting it in the neck.
I'll happily tell people what to see and do and make recommendations, but I draw the line at making arrangements for people..

Click to expand...

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).
.

Click to expand...

undersea said:

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).

Click to expand...

The lawyer will name you in the lawsuit if you have a brochure rack and the guest found the info there. I you so much as mention what there is to do you're in the lawsuit.
Luckily, our ins company understands how this biz operates and it's ok for us to have bikes, kayaks, canoes and tell guests what there is to do and connect them with the provider.
.

Click to expand...

One reason I'm happy I don't live in a lawsuit crazy country.

Jon Sable said:

Morticia said:

undersea said:

Highlands John said:

I'm always very wary about booking things for people, what happens if something goes wrong like you book them on a trip and the transport doesn't turn up. You'll be the one getting it in the neck.
I'll happily tell people what to see and do and make recommendations, but I draw the line at making arrangements for people..

Click to expand...

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).
.

Click to expand...

undersea said:

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).

Click to expand...

The lawyer will name you in the lawsuit if you have a brochure rack and the guest found the info there. I you so much as mention what there is to do you're in the lawsuit.
Luckily, our ins company understands how this biz operates and it's ok for us to have bikes, kayaks, canoes and tell guests what there is to do and connect them with the provider.
.

Click to expand...

One reason I'm happy I don't live in a lawsuit crazy country.
.

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I read awhile back, that the US has 67% of the world's lawyers.
And of course, there is a gulf between the places (like NYC) where people are downright litigious vs. less so (like TN).

Jon Sable said:

Morticia said:

undersea said:

Highlands John said:

I'm always very wary about booking things for people, what happens if something goes wrong like you book them on a trip and the transport doesn't turn up. You'll be the one getting it in the neck.
I'll happily tell people what to see and do and make recommendations, but I draw the line at making arrangements for people..

Click to expand...

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).
.

Click to expand...

undersea said:

I also have a bit of concern if something goes wrong or someone gets hurt. The negative review possibility or legal liability (if someone is hurt, their lawyer will name EVERYBODY on the lawsuit).

Click to expand...

The lawyer will name you in the lawsuit if you have a brochure rack and the guest found the info there. I you so much as mention what there is to do you're in the lawsuit.
Luckily, our ins company understands how this biz operates and it's ok for us to have bikes, kayaks, canoes and tell guests what there is to do and connect them with the provider.
.

Click to expand...

One reason I'm happy I don't live in a lawsuit crazy country.
.

Click to expand...

We recently went to a restaurant we haven't been to in quite some time. It's the kind that serves peanuts in the shell and you shell them and throw the shells on the floor. Rustic roadhouse theme. When we went in this time we were disappointed that they didn't the the peanuts. I asked the waitress and she said they had to stop serving them because they had been sued twice. One from someone who had a peanut allergy (they had a sign on the entrance door saying there were peanuts) and the other person fell.
I'm gonna miss those peanuts