Running a B&B? Here’s how to build a positive rapport with your guests

bed & breakfast
Written by Nigel Simpkins

To run a successful B&B or hotel, you’ll need to be a good host. While your guests might appreciate being left to their own devices, the best hosts need to overtly and truly enjoy sharing their space.

We’ve outlined some of the best tips and tricks for hosting and entertaining your guests, boosting your scores and the chance that your guests will return.

  1. First impressions count

From the moment when your guests arrive at your accommodation, they deserve to feel welcomed and valued. Keep the outside area clean and clear of litter, adding hanging floral baskets or other tasteful decorative features.

It’s also up to you to provide a warm welcome at reception, with a smile as the bare minimum. Ensure that all bedrooms are cleaned and prepared in advance of arrival so that you’ll never leave a guest waiting.

You could even go the extra mile and keep a supply of freshly baked cookies at reception.

  1. Prioritise safety

Ensuring the safety of your guests is one of your most important responsibilities as a host.

It’s not just a legal requirement but having clearly signposted fire escape routes will also help to put your guests at ease – especially those who might be feeling anxious.

If you choose to hang up your safety and hygiene certificates, we’d recommend picking a subtle spot near your reception area. You might also want to display proof that you’ve taken out insurance for your hotel or B&B to give your guests extra peace of mind.

  1. Be attentive

Building trust and rapport with your guests starts with being visible.

This doesn’t mean following your guests’ every move or micromanaging their stay, though. We recommend helping in unobtrusive, thoughtful ways instead.

If you can, try to pre-empt your guests’ needs. For instance, if they’re staying with young children, you could leave a small supply of toys or books ready to be taken to the room. Take note of any special requests or dietary requirements to ensure that you can cater specifically to each guest.

  1. Take feedback on board

You’ll need to have an open-minded, constructive view of the feedback that you receive from guests. Being able to turn a negative review on Tripadvisor into a refined, reviewed and improved process within your business is a strength that should never be overlooked. 

Feedback isn’t just an opportunity to see where your strengths lie. Responding appropriately will help you to make realistic plans to improve guest experience and shape the future of your business.

  1. Entertain

Lastly, spending time with your guests could be a fantastic way to build rapport.

Whether you choose a weekly quiz, cooking classes or live gigs from local artists, there are plenty of ways to relax with your guests and leave a memorable impression.