“FTW!” is a new expression that I have learned on Twitter.  It used to mean something bad, but on the Internet and especially in Social Media like Facebook and Twitter, it means “For the Win!”  People say it derives from Gamers on the Web, and is an expression of utter enthusiasm.  “FTW!” is what I would like to talk about in relation to hospitality at Bed and Breakfast Inns. 

We can all agree that marketing, particularly modern web-based electronic marketing is essential for any successful Inn Business.  This is a real given.  However, let’s talk about old fashioned hospitality as well.  Providing superior services to your guests is truly the essence of what differentiates Bed and Breakfasts from the average chain hotel.  Innkeepers providing personal service to their guests is what makes this all work.  Yet Innkeeping is getting to be a very complex 24/7 occupation, with little time left from operations for Innkeepers to actually do marketing, let alone all of the various guest services which are necessary for success.  TripAdvisor commented at the last PAII Conference that most of the adverse reviews on this site were in some way connected to the Innkeepers.  Either because they were not present when needed or, more critically, were rigid, grouchy, overworked or just plain rude to their guests. 

My thought is that in order to provide excellent guest service and hospitality, Innkeepers must find a way to stay healthy both physically and emotionally despite the tremendous demands on their time.  We made sure that every week, from the day we became Innkeepers, we took some time away from the Inn together.  This was essential.  Burned out, tired or plain grouchy Innkeepers will kill their business faster than they would believe.  It costs so much these days to market to new guests, and retention of existing guests via superior service is essential to success today. 

Here is where “FTW!” comes into play.  Providing great hospitality is all about enthusiasm. Do you truly love your Inn and the area where you live and work?  If you cannot say yes to this, then you will surely miss the zeal that you need to convince your guests and prospective guests to come to your Inn.  It is as simple as that!  Enthusiasm is the real key to success in the hospitality world.  So here you go, FTW!

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