Completed [The Protea Inn] How To Improve The Experience

[Tazrae]

Timestamp: 70th of Spring, 522 A.V.

The longer Tazrae was an Innkeeper the more she realized certain things were important. With the season change coming, she had hopes that the curses would soon be solved and not linger into the Summer. It was probably a dead hope, a stupid hope, but one thing Tazrae happened to be was positive. And the changes in seasons meant often that there were big changes in the world. The turning of the seasons were Mizahar’s water and sand clocks draining out and refilling. It was the sundials swirling about marking time.

Summer in Syka was beautiful and one of the things that made life worth living. She wanted to be the best hostess she could be for her patrons, and oh there should be patrons. The Inn business boomed during Spring. Taz hoped it would be so for Summer too. And with that in mind, Taz set about making some notes on Hostessing and what was important as far as she’d learned. Then, her job would be to try and apply each and every aspect of what she’d learned to the new season to make all the guest experiences the best they could be.

The idea was to decide what was important and then stick to it. Taz opened up a fresh blank journal and looked thoughtfully at it as she pulled out her new quill that wrote for itself. Was it still writing if something did the work for you? She decided it was since she was the one composing the notes. She opened a jar of ink and released the Listener quill from its case. It dipped itself into the ink, headed over to the open journal, and seemed to pause as if waiting for her to make a decision.

“On Hostessing” She dictated, then smiled to herself. The listener, a magical quill, danced and twirled, copying down her words in her own handwriting.

“All good hostesses start by making a great first impression. You only get one chance at this. The physical act of meeting your guests really sets the stage for the entire guest experience, so you’ll want to make sure it’s a memorable positive time.” She said, thinking out loud for the quill to take notes.

"In various places, that could mean a whole host of things. But here it means welcoming your guests at the docks or at the door if they come any other way other than The Veronica. Offer to help carry luggage to their room, and give them a quick tour if they’re up to it so they can see the Inn, its grounds, and all the amenities you have to offer. This lets your guests know that you welcome them with open arms each time they walk through your doors.” She added, then tilted her head, tapping her chin.

“It also sets boundaries. Do you welcome your guests to invade your kitchen and use it as their own whenever they get hungry outside of mealtimes? Or is the Icebox completely off-limits? If it is, be sure to provide your guests with a special area that is stocked full of treats and snacks the guests can access any time of day to cover unexpected hunger or boredom. A game cupboard or place where guests can find writing or art supplies is also not unwelcomed.” Taz said, smiling. The quill kept writing automatically. She was starting to love it.

So far the notes were going to help tremendously.

Words: 576

[Tazrae]

“Listener… start a to-do list on the last page of this journal. And add to it whenever I say ‘to-do’ please.” She instructed the quill, who paused, and flipped the journal to the last page which it dutifully marked ‘to-do’ for Tazrae.

“To-Do. Get all those games organized and place them in an empty cupboard in the gathering room along with writing supplies, ink, quills, and art supplies.” She added, noting this would be part of a shopping trip as well. “To-Do. Shopping Trip to the Outpost to get Art Supplies and Writing Materials. Invite Ialari?” She added, then went back to her writing.

She walked into the gathering room and picked out the cupboard she’d use. It was a wardrobe-type set of cabinets behind one of the couches. It contained a few throws for the couch and some miscellaneous stuff she could easily clean out. Tazrae started with that, unloading the numerous uncatalogued items, including a lost-and-found basket and either finding a place for them or setting them aside to take to the Syka Commons to donate to anyone in need.

Once that was done, she reloaded half the cabinet with the games she still had stored in her backpack from the first time she’d met Alric at The Outpost. Once those were neatly stowed, she decided she needed a neat little wooden sign reading ‘Guest Activities’ and ‘Guest Snacks’ on the other side. Taz decided she needed some beach and sand games to go with that, maybe a set of buckets for a child to make a sandcastle or something similar.

“To-Do” She started, getting the listener’s attention, and added to the to-do list. “Find beach toys, beach games, and things to do like maybe horseshoes or something similar to add to the Guest Activities cabinet.” She dictated, smiling as the listener actually wrote out the next thing, adding it as a bullet point in her ongoing shopping and to-do list.

What else might the guests need? “I need to make sure I anticipate guests needing things that might not be easily accessible at the mercantile. Maybe they forgot something for their trip, especially the tourists. Maybe they didn’t know they needed things. I should keep things like sunscreen, bug repellant, sun hats, hairbrushes, and things like that on hand. I already keep soap, shampoo, towels, and all kinds of beauty items in the bathing rooms so they don’t need to worry about forgetting that kind of thing. But not having bug repellent here is a crime.” She laughed.

“Know your environment. Your guests might not so be sure you anticipate their needs for them… especially needs they have no context in which to anticipate. Soothing cream for sunburns might be another unanticipated situation. Have aloe on hand.” She added, smiling her thanks at the listener, as the animated quill hurriedly took her notes down on paper. She was getting quite the list.

Taz paced back and forth in front of the cupboard, muttering a moment and gesturing with her hands as if she were talking to an imaginary friend. This was the time she missed people like Bree… those who had forgotten her. Bree was always there to listen and always there to provide feedback.

Sadness overwhelmed her for a moment. She'd only caught glimpses of Bree recently. She knew the Ixam was around, but hiding. Taz had no idea what would happen if the curse ever got broken. Would Bree forgive her for being so distant? For night fighting for their friendship hard enough? Taz had no idea... she only knew how much it hurt.

Words: 604

[Tazrae]

“You know your immediate area around your Inn. Your guests might not. Prepare a little ‘what to do’ packet for each room. Include a map of the area highlighting beautiful places to visit and interesting things to see. Make sure you give them a list of places they can eat outside of their accommodations and include a menu so they know what to expect when with set times. That way they can decide where and when to go eat." Tazrae dictated to The Listener. She gestured briefly, a sort of 'continuing on' and made another pace of the room.

"Maybe include a menu of the other places to eat, like The Tidepool Bar. Also, make a list of portable food you are willing to send with them… things that pack well in the eat like sandwiches and fruit. “ She gestured again, half talking with her hands. “Include a little card they can fill out with what they might need and when they need it for snacks on excursions. Include a list of snacks found in the snack cabinet.” She added, then pointed at the listener.

“To-Do.” She gestured, pointing back at the new guest cabinet. “Add a snack list to the guest packet and start designing a snack cabinet menu.” She added, then tilted her head, off on a tangent.

“Listener, start a second list in the back before the To-Do list. Title it ‘Snack-Ideas’ then add to the list every time I preface a sentence with ‘Snack-Ideas’” She added, then tapped her chin again, making a circuit of the room. While she was thinking of it and watching The Listener flip to the second to the last page of the book and title it ‘Snack-Ideas’ she started thinking of snacks. Licking her lips and trying to decide how to best approach portable snacks for the guests, she began the list as soon as The Listener paused.

“Snack-Ideas.” Tazrae started, then waited for The Listener to get on the right page of the journal. Then, she resumed her pacing and worked through ideas. “Jerked meat… pig, chicken, turkey, any fish.” She said, then smiled. “Dried Exotic Fruits.” She glanced at the listener. “Sublist under Exotic fruits.” She ordered, leaned over to make sure the quill was doing the right thing and listed off her favorites.

“Banana, Lemon, Papaya, Mango, Dragon Fruit, Kiwi.” Then she tapped the journal back on the main list. “Snack Ideas.” She said, to get the listener back on her main list. Jarred Tuna. Fresh Fruit. Granola. Nuts. Seeds. A mixture of dried fruit, granola, seeds, nuts… in a pathway mix.” She said, doing a lap of the common area and pausing again. “Chocolate. Make and add chocolate to the Mix. Send chocolate on its own.” She elaborated.

“Okay… enough of that… we need to move on.” She stated, then got back to the point.

“What I really want to do is exceed their expectations. If guests want tea, don’t give them the usual types. Give them exotic rich mixes sourced locally that they can also buy a supply of to take home or bring to others – say their friends and family – as a ‘thinking of you’ present. Guests may expect a simple light breakfast, but feed them like it’s a holiday and roll out all the stops. Make them drop their jaws with the mouthwatering selections. When you exceed expectations, you’re the host that makes a real mark on your travelers and will make them come back.” She added.

Words: 583

[Tazrae]

The Listener danced across the blank journal, taking thorough notes for Tazrae as the girl walked about. It was just finishing writing down her initial thoughts on exceeding expectations. Tazrae wasn’t done though, not about exceeding expectations. “No matter what you do, exceed their expectations with a lovely, comfortable accommodation and excellent service. You want to treat your guests like they are beloved family, spoil them, and that gets to my next point.” Tazrae said, pausing so the quill could keep up with her.

The Listener caught up, re-dipped itself, and flipped a page. “The best way to exceed expectations and treat them like family is..” Taz paused then, trying to decide for herself the best way to …. Oh! “…to get to know them and make sure they get to know you.” Tazrae mused, making another lap of the common room. Taz knew there was a multitude of ways to do this, but she decided almost immediately that the best way to do it was to show some sort of interest in them.

“You need to be sincere. You need to take an interest in them. You need to set aside personal time for just chatting by the fire or over a glass of wine. Be vulnerable to them. Open yourself up. Let them feel they know who you are and what you are about. If you act like you like them, they will like you back. That’s basic human nature. And it shouldn’t be hard to do. Everyone has very likable qualities usually.” She added, then paused so The Listener could keep up. When the little quill was caught up, Taz continued.

“You can also personalize the interior of the Inn. Add your little touches everywhere. Let those little things be for sale as well, so folks can take them home and remember their trip by.” She added, then paused in her thinking to continue. “But that’s not the total extent. You have to let your patrons know that you want a happy relationship with them. You have to take an interest in them, ask them questions about their lives, get to know their family and ask about their hobbies and introduce them to similar things that they might not otherwise experience.” She added, looking thoughtfully at the Listener as it kept writing.

She needed to go back to the gift-giving. “Having things for sale isn’t enough. People might not have extra coins. Everyone loves a great deal. Free is about the best deal you can get. So give them a present when they are departing. It needs to be something that they can travel with. Along with sending them off with a little snack pack or a lunch, get them something they can take all the way home with them. A small handmade gift would be lovely. Dried flowers from the jungle, maybe a little starter plant that might survive in their climate would be good.

A jar of sand from the beach in front of the Protea would be lovely as well. And something consumable… like a jar of mango salsa or jelly would go a long way. Stu could even be contracted to provide some sort of specialty brew bottled up to send home with guests.” She added, then paused, letting the little listener catch up in its writing.

Words: 555

[Tazrae]

“The best way to gain more guests is by word of mouth. People will tell others if they have a good time. So make sure the guest book collects such information as addresses and the birthdays of people involved. And for years after people have visited, make sure they sign the guest book and then send them greetings on their birthdays. It’s a thoughtful reminder… and it will give your clerk or hired hands something to do – addressing notes – when they are having slower business times.” Taz added, making another trip around the seating area in the Common Room.

She paused then, thoughtful. “Your guests are your customers. Treat them all, while they are at your Inn, as if they are the most important people in the world. That is what we used to call VIP – Very Important Person – in Riverfall. To make them the most important people in the world, Innkeepers needs to put them first and appreciate them. Innkeepers need to find out what they celebrate and celebrate with them. If one can make the same celebration extraordinary, they won’t ever forget it. Check up with them, find out their interests, and introduce them to things that might fit along that same vein. Have conversations with them. Let them give their opinions, and always take those thoughts into consideration. Include your guests in your life. Help them. Offer an ear to listen. Make sure they understand how much their presence means to your life and how they change you with every visit.” Taz listed, then looked thoughtful.

Once more she paused and decided she needed to wrap this up. “Never ignore them. Never ridicule them. Play up their strengths and downplay their weaknesses. Show gratitude in as many different ways as you can. And finally, the most basic and important thing about being an Innkeeper is to Thank Your Guests. Make sure they understand how grateful you are for their business and how much getting to know them has meant to you.” Taz finished with a flourish.

She grinned at the Listener who also finished the document with a flourish that matched her own little smile and twirl. Taz reached over plucked the Listener from its duties and carefully wiped the nib. Then she thanked it graciously for its service and replaced it in its case. “So… next project… shopping with Ialari at the Outpost for activities. Make snacks and stock the snack cupboard. And finally… decide on some guest presents and pass them out. I’m definitely thinking jam and seeds.” She added to herself, laughing because she was addressing no one in particular and the listener was already to bed.

“That’s a lot to get started on. Better late than never, though, figuring this stuff out.” She added to herself, blew the last page dry on the journal, and closed it to set it aside until she had more things to add into it.


Words: 486

Thread Total: 2804

[Tazrae]

Grading!

Tazrae –
Writing +5, Hostessing +5, Philosophy +4, Organization +5, Teaching +3, Psychology +5, Arcanology +1, Leadership +2, Planning +5, Business +4

Teaching: Teaching Oneself To Be Better At One’s Job, Writing: Composing A Teaching Book, Philosophy: Putting Oneself In Other’s Shoes, Philosophy: Looking At An Experience From Someone Else’s Prospective, Psychology: The Art Of Getting Into A Guest’s Head/Perspective, Organization: Organizing The Parts Of A Book, Organizing: Organizing Thoughts To Dictate Ideas, Organization: Getting Concepts On Paper In A Way That Instructs, Philosphy: Understanding You Only Get One Chance At First Impressions, Writing: Using The Listener To Dictate Notes, Arcanology: The Everyday Use Of Magic Items, Leadership: Directing Magic Items, Hostessing: Giving First Great Impressions, Hostessing: Welcoming Your Guests – Treating Them Like Family, Hostessing: Empowering Your Guests By Giving Them A Toolbox of Tools To Enjoy Their Stay, Hostessing: Carry Their Luggage, Hostessing: Give A Thorough Tour, Hostessing: Stress Your Amenities, Hostessing: Set Boundaries, Hostessing: Supply Round-The-Clock Treats, Games, Writing Supplies, Art Supplies, Hostessing: Provide Beach Toys & Guest Activities, Hostessing, Anticipate The Needs Of Guests (Toiletries, Toothpaste, Bug Repellent), Hostessing: Know Your Environment, Teaching: Provide Many Examples Of Taught Concepts, Hostessing: What To Do Packets, Planning: Games For Your Guests, Planning: Snacks For Your Guests, Hostessing: Exceed Expectations, Hostessing: Exceed Food Expectations, Be Inventive, Philosophy: Spoil Guests, Hostessing: Get To Know Your Guests, Let Them Know You, Hostessing: Be Sincere, Philosophy: Honesty Is The Best Policy, Psychology: Be Vulnerable To Your Guests, Let Them Know Who You Are, Hostessing: Like Your Guests – Let Them Know You Like Them, Psychology: People Tend To Like People Who Like Them, Psychology, Hostessing: Personalize Your Inn, Fill It With Knick-Knacks, Business: Sell Memories – Knick-Knacks To Take Home To Remember Trips With, Psychology: Gift Give. Make Things Free As Well – Handmade Gifts Are The Best, Hostessing: Jars Of Sand From Beach In Front Of Protea, Business: Gain More Guests By Word Of Mouth, Business: Collect Addresses, Birthdays, etc And Send Reminders On Those Occasions, Psychology: Thoughtful Reminders Often Bring Back Repeat Customers, Psychology: Guests Are The Most Important People In Your World, Psychology: Check Up With Guests, Find Out Their Interests, Unite Them With Activities That Fit Them, Psychology: Converse With Guests – Ask Thoughts/Opinions, Look For Space To Improve, Psychology: Play Up Strengths Of Others, Downplay Weaknesses, Hostessing: Show Gratitude, Planning: Future Improvements To Provide For The Guests – Gifts & Take Home Items