The 14 Stages of Operations The 14 Stages of Operations (for Guest Interaction) (for Guest Interaction) with Bill Bullard with Bill Bullard Inn at Occidental of Sonoma Wine Inn at Occidental of Sonoma Wine Country Country CABBI CABBI Bullard Partners Bullard Partners [email protected][email protected]707-823-0350 707-823-0350 Slides available at Slides available at www.bullardpartners.com www.bullardpartners.com
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The 14 Stages of Operations (for Guest Interaction) with Bill Bullard Inn at Occidental of Sonoma Wine Country Inn at Occidental of Sonoma Wine Country.
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The 14 Stages of OperationsThe 14 Stages of Operations (for Guest Interaction)(for Guest Interaction)
with Bill Bullardwith Bill Bullard
Inn at Occidental of Sonoma Wine CountryInn at Occidental of Sonoma Wine Country
Hand Guest all Reservation Hand Guest all Reservation
CardsCards
– include Directions, Phone, include Directions, Phone,
AddressAddress
Late Check-in BoxesLate Check-in Boxes
Paper SuppliesPaper Supplies
Find your local paper wholesalerFind your local paper wholesaler– Select paper, cover stock, and envelopes that are Select paper, cover stock, and envelopes that are
stock items… no special ordersstock items… no special orders
Have local printer cut cover stock into ¼ Have local printer cut cover stock into ¼ sizessizes
Have your logo designer make a mastheadHave your logo designer make a masthead Use MS Word to create cardsUse MS Word to create cards Use a standard dot matrix or laser printer Use a standard dot matrix or laser printer
(Costco), consider color laser(Costco), consider color laser
Need Help? Find a 15-year old whiz kidNeed Help? Find a 15-year old whiz kid
Late Check-inLate Check-in
www.GESecurity.com(formerly Supra)
1) www.homedepot.com2) www.lvsales.com
Key Safe Pro (big)Key Safe Original (small)
Room InformationRoom Information 66thth Guest Interaction Guest Interaction
Inspect Rooms before Check-in TimeInspect Rooms before Check-in Time Welcome Note (by hand)Welcome Note (by hand)
Guests don’t listen during check-inGuests don’t listen during check-in Guest DirectoryGuest Directory Signs (pros/cons)Signs (pros/cons)
– Place Info Card visible with Important DetailsPlace Info Card visible with Important Details
e.g. Breakfast, Smoking, Check-out, Turn-downe.g. Breakfast, Smoking, Check-out, Turn-down Comment CardComment Card PostcardsPostcards LetterheadLetterhead Forgotten AmenitiesForgotten Amenities Note Under the Bed/Over ArmoireNote Under the Bed/Over Armoire
Use check off sheets
Have templates
Use word processor to create directory, signs, cards, letterhead, etc.