Setting House Rules

Every business which operates smoothly does so as the result of established guidelines. It is important that your guests know what is acceptable to you. A written copy of your "house rules" will clearly define your expectations of your guests.

When determining your house rules and regulations, keep in mind that your guests may be overwhelmed by a lengthy list. Focus on the rules that you feel are most important for your business. State your rules in a positive manner. A long list of negative rules will often irritate or anger your guests. Post your policies in the rooms and at the front desk; they will be respected if you make them clear. Important or unusual items should be mentioned in your advertising and reservation material.

Items to Consider When Developing House Rules:

Pets	Children
Smoking	Alcohol
Check-in/check-out times	Keys
Breakfast hours	Kitchen privileges
Housekeeping	Visitors
Telephone usage	Laundry facilities
Tourist information	Credit cards/personal checks
Reservations/cancellations	Deposits or advanced payment
Provisions for handicapped guests	Equipment rentals
Use of house and ground areas	Emergencies

Developing an Operations Plan

• Front desk operations and Housekeeping
• Food Preparation and Service

To develop an operations plan, you should begin by deciding the following:

• What activities need to be carried out in the operation of the business?
• Who will carry out these activities? This decision is very important.
• Families should work out individual responsibilities in advance.
• What talents are necessary to make the business operate smoothly?
• How will any inadequacies be handled?
• What are the objectives for major activities, and the policies and procedures
  for reaching them?

In a small B&B business, you are both manager and employee. As a manager, you plan, implement, direct policies and procedures, and evaluate the effectiveness of the business operation. However, as an employee, you are also responsible for carrying out the following activities involved in running the B&B business:

• Front Desk Operation: taking reservations, registering guests, receiving
  payment, and handling complaints.
• Housekeeping: scheduling and hiring cleaning services for guests' rooms and
  public areas; purchasing cleaning materials, guest supplies and laundry
  supplies; and maintaining room furnishings, building facilities and grounds.
• Food Preparation and Service: developing menu, food preparation and
  storage; maintaining kitchen supply inventory and equipment; determining
  meal hours; and following sanitation policies and health regulations.
• Selling Your Area: promoting area attractions for the entertainment of your
  guests.
• Extras: guest relations and amenities.

Front Desk Operation

Before your guests arrive, make sure everything is in place. Welcome your guests upon their arrival and inquire about your brochure and other information to get feedback as to whether it was helpful. Escort your guests to their bedroom and provide assistance with their luggage. Invite your guests into your living room following their "settling-in period," and offer them a complimentary beverage such as coffee or tea. This casual meeting will allow you to:

• Answer any questions regarding directions, attractions, events, etc., in your
  area.
• Discuss breakfast hours. (If you provide a choice of breakfast items, this will
  be a good time to ask your guests what they prefer.)
• Discuss house rules (smoking, parking, etc.).
• Find out about your guests' plans. Knowing their plans will allow you to plan your own time.

Make suggestions about what to see. (Literature, maps and brochures about your area should be readily available from your local chamber of commerce, the parks and recreations department, state visitor centers, and convention and visitor bureaus.) Always have someone available while guests are in your home.

Explain your key policy. Provide a key to the front door to the guests for the duration for their stay. This allows freedom of movement at minimum inconvenience. Register your guest. For the protection of the host, all guests should register upon arrival. Registration should include name and address of party, car license number and dates of stay. A simple guest register can be a guest book like those commonly used at social functions. These books are available at most card or gift stores.

Housekeeping

Standard house cleaning procedures should be followed in cleaning bedrooms and making-up beds. Fresh bedding and linens should always be provided after guest check out or every few days if the guests' stay is for an extended period of time. Basic housekeeping should always be provided daily. This includes, but is not limited to:

Making the Bed

• Strip and shake-out all bed linens to ensure no valuables are left behind by
  guests.
• Replace mattress pad if badly soiled or stained.
• Spread bottom sheet over pad and smooth it out, tucking both sides under mattress.
  If fitted sheets are not being used, allow bottoms of the sheet to hang free over the
  foot of the bed.
• Spread top sheet, making sure it is centered and that you will have at least 8
  inches to overlap the blankets at head.
• Tuck sheet and blankets together under mattress at foot of bed only, making neat
  "hospital" corners, letting the sides hang free. (Do not tuck top sheet under mattress
  at sides because the bottom sheet will come loose when the guest pulls down the top sheet
  and blanket to get into bed.)
• Replace pillow cases and place pillows on bed with open ends toward the outside.
• Cover bed with clean bedspread or comforter, which should hang evenly around the bed.

Dusting

Dust build-up can become a serious problem. Dust all woodwork and furniture, picture frames, window sills, clothes racks and shelving, heating/air conditioning units, vents and other furnishings.

Vacuuming

Vacuum all carpeted areas. Hardwood floors should be dry-mopped.

Furnishings

• Wash all ashtrays.
• Empty waste basket.
• Discard disposable items.
• Replenish glasses.
• Replace burned-out light bulbs.
• Arrange any literature/stationery supplied in drawers.
• Adjust curtains/drapes.
• Check for proper mechanical function of any equipment or small appliances,
  such as hair dryers, alarm clocks or radios, fans, etc.
• Replace all used linens.
• Check heating/cooling system in room.
• Check furniture to make sure it is in working order (i.e. chair legs, etc.).

Extending Mattress Life

To ensure a longer mattress life, turn mattresses over two or three times per year.

Personal Belongings Left Behind

In order to ensure that no personal belongings were left behind by departing guests, check under beds, inside all drawers, bathroom cabinets, and closets, and behind the bathroom door. Make arrangements to return all such items to the guest.

One Last Look

After the room is cleaned, stand at the door for a second, and take a good look around. Correct any imperfections. Deodorize each room.

Cleaning the Bathroom

It is an important health policy to keep bathrooms clean and sanitary at all times. Due to humidity, unsanitary bathrooms quickly become a breeding ground for germs and other harmful bacteria. The following cleaning procedures should be followed on a regular basis:

• Clean and sanitize toilet bowl and seat. Make sure seat is not loose and toilet is flushing properly
• Bathtubs/showers, washbasins and tiles should be cleaned and wiped dry with a sanitized cloth.
• All chrome should be polished.
• Check and wipe dry inside shower curtain to remove any buildup of soap and stains.
• Clean and polish mirrors, vanity top and under rim of washbasin.
• Check and refill facial tissue and toilet tissue dispensers.
• Mop bathroom floor.

Next must be food preparation