Small serviced accommodation best practice guide

Pre-arrival

From pre-arrival to departure, personal and human interaction is the first and last impression a visitor will have of a business. During this stage, efficient and effective communication is key.

Examples of best practice:

• Provide a high quality, secure and accessible website. This is fundamental to the visitor experience.
• Your website is a window into your property. Use high quality images of all aspects of the property, including your breakfast offering.
• Link to your social media channels. Make sure you update them regularly, engage with users and reflect your business in the best possible light.
• Answer telephone calls, email or online enquiries promptly, and deal with all enquires in a professional, polite and friendly manner.
• An online booking will generate an automated confirmation email. This should be followed up promptly by a personal email from the business (even if this comes via the online travel agent). A personal "thanks for the booking, look forward to seeing you" with additional information is expected.
• Check and record dietary requirements and other allergies.
• Send a text or email a couple of days prior to the arrival. Inform visitors that you’re looking forward to welcoming them.
• Ask if there’s anything that visitors might need to make their stay more comfortable.
• Kindly request visitors to get in touch if their anticipated time of arrival might change. This can be useful in times of bad weather, with mention made of snowy access roads or any other current situation.
• For inns and restaurants with rooms, offer a dinner reservation and include requested time in confirmation.

You may also find our following pages useful when creating and maintaining content on your website:

• A beginner's guide to on-page SEO
• How to create good content to promote your business
• Six tips on improving your social media presence
• Promoting the accessiblity provision of your business
• How to create great imagery for your business website / social media

Arrival

Creating a strong first impression when your visitors arrive starts with attentive service along with a warm welcome. You want your visitors to be able to relax as soon as they enter so understanding their needs is key to ultimate hospitality.

Examples of best practice:

• Meet visitors at the car (if appropriate) and offer assistance with luggage.
• Proactivity is key. As the host, lead the conversation, introduce yourself and use the visitors’ names.
• Provide orientation of the property in an efficient manner, bearing in mind visitors may want to just settle in after their journey.
• If pre-ordering breakfast is required, leave a form in the room for visitors to fill out in their own time. This can be less intrusive than having to complete at check-in; you can ask for the completed form to be left in reception that evening.
• Have the rooms ready for their arrival, pre-heated with lamps on in the winter, or well-ventilated with open windows and flowers from the garden in the summer.
• Provide fresh milk for the in-room hospitality tray (a small thermal flask can be used to keep fresh for the following morning).
• If applicable, offer refreshments and home baking in the lounge (by the fire in the winter) or to the bedroom if the visitor prefers.

General services

Whether your business is a small B&B providing personalised advice on hidden gems in the local area, or an inn or restaurant with rooms offering dinner service in the evening, there are always ways to further enhance your visitor experience.

Examples of best practice:

• If serving dinner onsite, attend to visitors immediately and escort them to their table.
• Provide an efficient and well-paced service, with satisfaction checks carried out regularly.
• Train staff to have extensive menu knowledge and to be comfortable talking proudly and passionately about your dishes and produce used.
• Offer an efficient billing service at the table, whether charged to the room or paid at the time.
• For in-room visitor information, provide a comprehensive and well-compiled branded folder. Make sure information is kept up to date and list any additional services on offer, such as use of ironing facilities.
• Where dinner is not offered onsite, give suggestions on where to eat with sample menus if available. You could also offer to reserve a table at one of the local restaurants on behalf of visitors, offer a lift to the local restaurants and / or provide taxi information.
• Another service could be to offer to bring food back to the B&B and set up crockery, cutlery, carafe of water, etc. in the dining room.

Breakfast service

Whether your vistitors are bright and breezy early risers or sleepyheads in search of caffeine, everyone appreciates a smile greeting them in the morning. Reading your visitors to determine the level of interaction they’re looking for is the key to ultimate hospitality, along with efficient service.

Examples of best practice:

• Offer a warm welcome to the breakfast room, personalising the approach by use of visitors’ names and a little conversation to put visitors at ease.
• Escort visitors to their table or provide a choice of table if applicable.
• Give a full explanation of the breakfast offering, including any self-serve elements.
• Clear starters before main courses are served.
• Carry out satisfaction checks and offer top-ups of tea / coffee / toast.
• Show a genuine interest in your visitors, offering suggestions of things to see and do in the local area.

Departure

This is your opportunity to leave a positive, lasting impression on visitors, which can lead to repeat business and word-of-mouth recommendations.

Examples of best practice:

• Be aware of visitors’ departure, with any invoices / receipts pre-prepared.
• Show genuine interest in your visitors, checking if they have enjoyed their stay and offering advice for onward travel.
• If appropriate, offer of assistance with luggage to the car.
• A parting gift can be the final surprise element, be it a branded pen or small packet of homemade tablet, for example.

Exterior

First impressions are important. How your property is presented on the outside can give an indication of the quality and standards your visitors can expect to find on the inside.

Examples of best practice:

• Ensure high standards of external maintenance and paintwork.
• Have a regular schedule of tasks such as window and gutter cleaning, chimney sweeping, leaf clearance, etc.
• Ensure any grounds or gardens are well maintained. A freshly cut lawn looks great and smells amazing.
• If access roads, drives, and parking areas are not in good condition, let your visitors know in advance that they will need to drive accordingly.
• Match decorative features, garden furniture and any outbuildings to the style and quality of your accommodation, giving a cohesive look that adds to the overall experience.
• Pay attention to how your external property appears at night. Is it well lit and signposted where necessary?
• Hide or screen bin and storage areas.
• Provide ample car parking spaces for the number of rooms / expected visitors, and spacious bays with turning space.

Décor and flooring

Style and taste are of course subjective. What works in a rural, farmhouse B&B may be very different to a modern, city centre restaurant with rooms.

Whatever the style of your property, you should always try to invest in the highest quality and standards you can afford.

Examples of best practice:

• Apply wallpaper and paint to a professional standard.
• Install tiling or wet panelling for bathrooms to a professional standard with pristine grouting / sealant.
• Original artwork, especially with a local theme, is a great way to connect to your local community or region.
• Photographs depicting the origins and story of your property can add to the personalised experience you want your visitors to enjoy.
• Install professionally fitted flooring, whether 80/20 wool carpet with substantial underlay, solid, engineered wood, or luxury vinyl tile. The key is comfort underfoot and durability.

Furniture, furnishings and fittings

A cohesive design and the overall look are important when selecting your furniture, furnishings and fittings. Investing in high quality items will likely mean they hold their condition longer.

Examples of best practice:

• Provide an overall high standard of finish and coordination for maximum comfort and presentation.
• Consider the amount of furniture in each bedroom. A well-planned layout will give a sense of spaciousness and comfort.
• Substantial curtains or blinds will help to protect the room against weather, noise and light, enhancing comfort.
• Choose radiators and light fittings that are both functional and also add to the décor of the room.

Lighting, heating and ventilation

It goes without saying that all rooms should be well-lit and heated - with appropriate ventilation. Paying attention to controllability and variation is key to creating a comfortable environment for your visitors to spend time in.

Examples of best practice:

• Provide a range of lighting options in bedrooms (e.g. tall bedside lamps which provide light for reading in bed, task lighting by the mirror, and overhead lighting on dimmers for creating a pleasant ambience). Easily accessible switches enhance comfort.
• In public rooms, layers of lighting can create a welcoming, relaxing ambience.
• Ensure visitors have control over heat and temperature levels, particularly in bedrooms and bathrooms. What's considered comfortable will change from one party to the next, and of course changeable weather will affect this too.
• Underfloor heating for hard tiled floors can add to comfort in the bathroom, as can heated ladder rails for drying / warming towels.
• Provide cooling fans (in lieu of air conditioning), especially for hot summer months.
• Windows should be easily operated (with vents for airflow).
• If necessary in rural areas, provide midge screens for the windows.

Bedrooms

You'll want to offer the best beds and bedding possible, but don’t forget to pay equal attention to other details such as window coverings and available plug points provided in your bedrooms.

Examples of best practice:

• Whether divan base or bed frame, invest in sturdy construction with upholstered or solid wood headboards to coordinate with the base.
• Provide mattresses of an exceptional quality, support and construction (e.g. pocket sprung of over 1000 springs or memory foam).
• Provide high quality bedding such as additional mattress toppers of foam or feather, a choice of soft and firm pillows, duvets of variable togs for different seasons, and 100% cotton linen with a high thread count.
• Use mattress and pillow protectors for hygiene.
• Fit all rooms with curtains / blinds that provide adequate blackout, especially for the lighter summer months.
• Provide some storage for clothes (folded and hanging), taking into consideration average length of stay.
• Each bedroom should have a mirror, with plug points available nearby.
• Provide a bedside table / shelf and light for each visitor. Where possible, make light switches easily accessible from the bed.
• Provide comfortable seating for maximum occupancy of room, placed for maximum comfort (e.g. viewing television).
• Give the hospitality tray a “wow factor” by including real coffee or a pod coffee machine, a selection of (herbal) teas, and home baking.
• Ensure good technology provision such as strong Wi-Fi connection, large smart televisions, or Bluetooth speakers.
• Bedroom accessories should enhance your visitor experience with your target market in mind (e.g. hair dryer and hair straighteners, in-room ironing facilities, safe, books, fresh flowers, complimentary drinks, etc.).
• Present your in-room visitor information in an easy-to-understand way, including Wi-Fi password and breakfast times, as well as information such as the history of the property and suggestions on where to eat.
• Where possible, install plug points that are easily accessible by bedsides (without moving furniture), and by dressing tables / desks. USB ports can also be helpful for international visitors in place of adaptors. Table-top plug points or lamps with integrated USB ports are often seen.

Bathrooms

A bright, well lit bathroom adds to the perception of cleanliness and hygiene. An ensuite is generally expected, although private bathrooms can still be provided as long as clearly advertised upfront. Providing both bath and shower offers your visitors a choice in terms of comfort and accessibility.

Examples of best practice:

• Cover all wet areas in tiling or wet panelling.
• Consider non-slip flooring, or the provision of a non-slip mat.
• Invest in high-quality fittings, combining design and function, including dual shower heads, feature baths and large wash basins, or his-and-hers in larger ensuites.
• Ensure mirrors above basins are well-lit and may have a demisting function.
• Ensure provision for hanging wet towels (rails by radiators, or heated ladder rails).
• Install an efficient extractor fan to help reduce condensation build-up and maintain the condition of the décor.
• Provide storage space for toiletries and hooks on doors.
• Go the extra mile by sourcing luxurious Egyptian cotton for face cloths, hand towels, bath sheets, robes, and slippers.
• Provide a full range of matching toiletries from a luxury, local brand including solid soap, liquid hand wash, shower gel, shampoo, conditioner, bubble bath (where bath provided), and hand and body lotion.

Dining and public rooms

You want your visitors to feel comfortable and relaxed, not just in their bedrooms but also in the shared spaces such as the dining room and visitor lounge.

Examples of best practice:

• The reception should be an easy-to-use area for visitors to check-in / out, with sufficient flat space to complete any paperwork and easy access to a card machine.
• The dining room should have ample space to seat visitors comfortably, either all in one sitting, or staggered sittings. This can be individual tables or a large communal table, depending on the style of your business.
• If possible, have the following on each table: coordinated crockery (e.g. porcelain, bone China, custom pottery), 18/10 stainless steel cutlery, crystal glassware, high-quality accessories (e.g. salt and pepper mills), thick linen or cotton napkins, and decorative features (e.g. fresh flowers / a candle in winter).
• Ensure the visitor lounge is a warm, welcoming space. Consider installing a fireplace or wood stove, or adding luxurious settees and armchairs, ambient lighting, or even some books and board games.
• If you provide public toilets, ensure the quality of fittings are in-keeping with the rest of the property. Consider using high-quality hand soap and moisturiser.

Cleanliness

Levels of cleanliness have always been important, but now more than ever businesses cannot afford to have an off-day. Attention to detail in all areas is paramount. The perception of cleanliness is powerful and will help visitors to relax upon arrival.

Examples of best practice:

• High and low-level dusting to include light fittings and skirting boards.
• Floor cleaning to include under furniture and beds, into corners and edges.
• Check all cupboards and drawers to ensure they're tidy and clean.
• Vacuum behind cushions, under settee cushions, and down the sides of chairs.
• Clean sanitaryware thoroughly, including edges around fittings and plug holes and all chrome and mirrors streak-free and polished.
• Extractor fans regularly cleaned out.
• Do a final check for stray hairs on all bathroom sanitaryware and fitments and on bed linen before leaving the room.
• On the hospitality tray, ensure kettle is empty and cleaned inside out. Also ensure biscuits are also in-date and not near or past expiry.