Bed, Breakfast & Business

Gerry MacPherson
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  • Entrepreneurship
  • Updated Weekly

Beds, Breakfast & Business is the practical podcast for current and aspiring B&B owners who want to build a successful bed and breakfast without becoming overwhelmed by the business behind it. Hosted by hospitality professional Gerry MacPherson, each episode answers a real question faced by people running or starting a bed and breakfast. You'll discover practical strategies for bed and breakfast management, B&B marketing, pricing, direct bookings, guest experience, daily operations, reviews, housekeeping, technology, profitability and growing your B&B business. If you're already a B&B owner, you'll learn how to improve your systems, attract more of the right guests, increase revenue, strengthen your guest experience and make the day-to-day operation of your property easier to manage. If you're dreaming about opening a B&B, planning your property or getting ready to welcome your first guests, you'll learn what to consider before opening the doors—from choosing your concept and understanding your ideal guest to pricing, marketing, operations and avoiding expensive mistakes. Because running a great B&B takes more than comfortable beds and a memorable breakfast. It takes heart and systems. Beds, Breakfast & Business brings the two together with straightforward, practical advice you can adapt to your own property. No corporate theory. No unnecessary jargon. Just useful B&B advice from someone who understands independent hospitality. New episodes each week. Follow Beds, Breakfast & Business and start building a more profitable, organised and guest-focused B&B—without the chaos.

  1. 6d ago

    Preventive Maintenance Checklist for B&B Owners: Stop Costly Repairs

    Join us for free on Patreon https://www.patreon.com/cw/BedsBreakfastBusiness (Members can find all weekly downloads)  Practical advice for current and aspiring B&B owners.  Preventive Maintenance Checklist for B&B Owners: Stop Costly Repairs  What if the next expensive repair at your B&B is already giving you a warning?  A dripping tap, sticking door, slow drain, strange boiler noise, or flickering light can seem harmless — until a guest discovers the problem first.  In this week's Beds, Breakfast & Business episode, Gerry MacPherson looks at how a simple preventive maintenance checklist can help B&B owners reduce guest complaints, catch small property problems earlier, and avoid some of those unpleasant emergency repairs that have a remarkable habit of happening on busy weekends.  What You'll Learn  Preventive maintenance isn't about becoming an expert at fixing everything yourself.  It's about noticing problems early and creating a system for dealing with them.  In this practical solo episode, Gerry walks you through a simple four-level B&B maintenance rhythm:  Everyday guest-room checksMonthly property walksSeasonal maintenance preparationAnnual professional servicingYou'll learn how to look at your property through a guest's eyes, identify small signs of wear before they become failures, and move recurring maintenance jobs from your memory onto a calendar. Gerry also explains why good maintenance often goes unnoticed. Nobody writes a glowing review because the toilet flushed, the bedside lamp switched on, and hot water came out of the shower. Guests expect those things. But when one of them doesn't work? Suddenly, it's memorable. That's why preventive maintenance isn't separate from the guest experience. It's hospitality before the guest needs it. Try the 20-Minute Maintenance Walk After listening, take 20 minutes and walk around your property. Don't ask only: “What's broken?” Ask: “What's changing?” Look for the tap that's beginning to drip. The door that's becoming harder to close. The carpet starting to lift. The sealant beginning to separate. The toilet taking longer to refill. The lock that's becoming temperamental. Those small changes are your early-warning system. Catch them early and you have a maintenance job. Wait until your guest finds them and you may have a hospitality problem as well. Free Resource: Your B&B Starter Blueprint If you want to build stronger systems throughout your B&B, download Your B&B Starter Blueprint: https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-download The Blueprint gives you practical steps for building stronger foundations, organising your ideas, improving guest experiences, and avoiding expensive beginner mistakes. You'll also find this week's Annual Maintenance Planner in the episode resources/show notes to help you schedule recurring maintenance throughout the year. Who Is Beds, Breakfast & Business For? Beds, Breakfast & Business is for current and aspiring B&B owners, independent innkeepers, small accommodation operators, and hospitality entrepreneurs who want a profitable business without losing the personal hospitality that makes an independent property special. Episodes focus on practical topics including: B&B operations, preventive maintenance, guest experience, direct bookings, pricing, revenue, housekeeping, standard operating procedures, marketing, business systems, and running a bed and breakfast without letting it take over your entire life. The tone is practical, conversational, and based on the realities of independent hospitality. No corporate b&b theory. Just ideas you can actually use.  ABOUT BEDS, BREAKFAST & BUSINESSBeds, Breakfast & Business is the practical podcast for current and aspiring B&B owners who want more bookings, stronger profits, better systems and memorable guest experiences—without the chaos. Hosted by hospitality professional Gerry MacPherson, each episode offers straightforward advice you can put to work in your B&B.  FOLLOW THE PODCAST  Follow Beds, Breakfast & Business in your favourite podcast app so you don't miss the next practical B&B management episode.  And if you know another b&b owner who could use this episode, please share it with them.  MORE PRACTICAL BED & BREAKFAST HELP  Visit Beds, Breakfast & Business for free tools, guides, articles, videos, and resources for bed & breakfast owners:  https://bedsbreakfastsbusiness.com/ NEXT EPISODE  [One-sentence teaser based on next week's cornerstone question.]  CHAPTERS

    Preventive Maintenance Checklist for B&B Owners: Stop Costly Repairs

  2. Sep 22

    Hotel Housekeeping Checklist: 5 Steps to a Guest-Ready Room Every Time

    Join us for free on Patreonhttps://www.patreon.com/cw/BedsBreakfastBusiness(Members can find all weekly downloads) Practical advice for current and aspiring B&B owners.  In this episode of Beds, Breakfast & Business, Gerry MacPherson answers:    B&B Housekeeping Checklist: The Simple System for Happier Guests and Less Stress  Is your guest room clean — or is it truly guest ready?  A practical B&B housekeeping checklist can help B&Bowners create more consistent rooms, improve guest satisfaction, catch small problems before guests do, and reduce the daily stress of trying to remember everything yourself.  In this episode of Beds, Breakfast & Business, Gerry MacPherson looks at housekeeping systems for independent B&Bs and shares a straightforward five-stage approach:  Reset → Clean → Restock → Check → Release.  Because there’s a big difference between saying:  “I think the room is ready.”  and:  “The room is ready.”  What You'll Learn in This Episode  Running a B&Bmeans juggling breakfast, departures, laundry, guest questions, room turnovers, maintenance issues, and new arrivals — sometimes before lunch.  Housekeeping can easily become a mental checklist that follows you around the property.  Did I replace the towels?  Did somebody check the remote?  Was the coffee restocked?  Did we look under the bed?  Is that room actually ready?  This episode shows you how to move those details out of your head and into a simple, repeatable B&Bhousekeeping system.  Gerry explains why “clean the room” isn’t really an instruction. A guest room contains dozens of individual jobs, and relying on memory becomes increasingly risky on busy turnover days.  You'll learn why cleaning rooms in the same sequence each time can improve consistency and why every B&Bshould define exactly what guest ready means.  You'll also discover the five-stage housekeeping framework:  RESET Strip the room, remove rubbish and used linen, look for damage, and identify maintenance issues before cleaning begins.  CLEAN Follow the same route through the guest room every time. Pay attention to obvious surfaces, high-touch areas, corners, behind doors, and under furniture.  RESTOCK Create clear standards for towels, toilet rolls, toiletries, tea, coffee, water, and other room supplies so nobody has to guess.  CHECK Step out of the room and return as though you were the arriving guest. Look at the room again from their point of view.  RELEASE Don't mark a room ready until the final inspection is complete.  Gerry also explains the Guest-Eye Test — a simple final inspection that helps you look beyond whether a room has technically been cleaned.  Does it feel welcoming?  Is everything complete?  Would you happily hand the guest their key right now?  The goal isn't complicated housekeeping software or an enormous operations manual.  It's a repeatable standard.  One room.  One checklist.  One process.  Then repeat it.  ABOUT BEDS, BREAKFAST & BUSINESSBeds, Breakfast & Business is the practical podcast for current and aspiring B&B owners who want more bookings, stronger profits, better systems and memorable guest experiences—without the chaos. Hosted by hospitality professional Gerry MacPherson, each episode offers straightforward advice you can put to work in your B&B.  FOLLOW THE PODCAST  Follow Beds, Breakfast & Business in your favourite podcast app so you don't miss the next practical B&B management episode.  And if you know another b&b owner who could use this episode, please share it with them.  MORE PRACTICAL BED & BREAKFAST HELP  Visit Beds, Breakfast & Business for free tools, guides, articles, videos, and resources for bed & breakfast owners:  https://bedsbreakfastsbusiness.com/ NEXT EPISODE  Next episode, we’ll talk about Preventive Maintenance and answer the Cornerstone Question:  How can preventive maintenance prevent guest complaints and expensive repairs?  CHAPTERS

    Hotel Housekeeping Checklist: 5 Steps to a Guest-Ready Room Every Time

  3. Sep 15

    How to Respond to Google Reviews Without Losing Bookings

    How to Respond to Google Reviews Without Losing Bookings  One negative guest review can feel louder than fifty good ones. In this episode of Beds, Breakfast & Business, Gerry MacPherson explains how to respond to Google reviews and negative guest reviews without sounding defensive, damaging your confidence or frightening away future guests.  Running a Bed & Breakfast makes reviews personal. Guests may be commenting on the breakfast you prepared, the room you decorated or the welcome you personally gave them. But not every negative comment means your B&B has a problem. You'll learn how to separate Praise, Preference and Pattern, recognise when repeated feedback deserves attention and stop treating every individual opinion as a reason to change your business.  You'll also learn a simple four-step negative review response: thank the guest, acknowledge their experience, explain briefly when necessary and finish positively. Most importantly, you'll discover why your response isn't only for the unhappy guest. Future guests are reading it too, and the way you handle a difficult situation can quietly build trust before they've ever walked through your door.  What You'll Learn  • Why one negative review can feel bigger than dozens of positive ones • How Praise, Preference and Pattern helps you judge guest feedback • Why your public review response is part of your marketing • How to respond to a negative review calmly and professionally  One Practical Action  Read your last ten guest reviews and look for one comment or issue that appears repeatedly.  Don't try to fix everything.  Choose one pattern and ask:  “Is there a simple change that could prevent this from happening again?”  That's how reviews stop being criticism and start becoming useful business information.  📥 This Week's Free Resource  The Your B&B Starter Blueprint gives current and aspiring B&B owners a practical foundation for building stronger guest experiences, smoother operations and a B&B that's easier to manage.  Get the resource here: https://bedsbreakfastsbusiness.com/free-resources  🎧 Keep Learning  If this episode helped, listen to these related episodes of Beds, Breakfast & Business:  The Secret to Creating Memorable Guest Experiences That Keep Guests Coming Back – Episode 133  Discover why guests remember how your B&B made them feel and how small, thoughtful improvements can lead to stronger reviews, repeat bookings and recommendations.  https://bedbreakfastbusiness.transistor.fm/episodes/the-secret-to-creating-memorable-guest-experiences-that-keep-guests-coming-back-133  How to Handle the Overwhelm of Running a Bed & Breakfast Without Burning Out – Episode 118  If guest expectations, reviews and the constant pressure of running your property are starting to feel heavy, this episode explores why B&B ownership can become overwhelming and how to approach that pressure more calmly.  https://bedbreakfastbusiness.transistor.fm/episodes/how-to-handle-the-overwhelm-of-running-a-bed-breakfast-without-burning-out-118  Explore all episodes:  https://bedbreakfastbusinesscom/podcast 🔔 Subscribe to Beds, Breakfast & Business  New episodes bring practical conversations for independent B&B owners about guest experience, operations, marketing, pricing, bookings and running a hospitality business with less unnecessary stress.  Make sure to subscribe so you don't miss the next episode.  And if today's conversation helped, share it with another B&B owner who has ever stared at a bad review and wondered what on earth to write back.  #BedAndBreakfast #GuestReviews #HospitalityBusiness

    How to Respond to Google Reviews Without Losing Bookings

  4. Sep 8

    The Guest Complaint Formula That Builds Loyalty (Instead of Bad Reviews)-139

    How to Handle Guest Complaints at Your B&B  How to handle guest complaints without taking them personally, becoming defensive, or worrying that every problem will turn into a bad review? For independent B&B owners, complaints can feel especially uncomfortable because guests aren't complaining to a distant corporation. They're often speaking directly to the person who cooked breakfast, prepared the room, answered their messages, and welcomed them through the door.  In this episode of Beds, Breakfast & Business, Gerry MacPherson explains why a guest complaint isn't necessarily a sign that you've failed. You'll discover how to recognise the practical and emotional sides of a complaint, why guests often want to feel heard before they want an explanation, and how a calm response can change the way the entire stay is remembered.  You'll also learn a practical five-step Guest Recovery Formula for listening, acknowledging, solving, adding a thoughtful touch, and following up. Gerry explains how recurring complaints can reveal weak systems, why a simple Complaint and Recovery Log can improve your operation, and how one better checkout question can give you the chance to solve a concern before it becomes an online review.  Four Key Takeaways  1. Listen before you explain Guests don't always need agreement. They need to know you've genuinely heard them.  2. Look for the problem behind the complaint A complaint about a room, delay, or check-in may actually be about exhaustion, disappointment, uncertainty, or feeling ignored.  3. Follow a consistent recovery process Listen, acknowledge, solve, add a thoughtful touch, and follow up.  4. Treat recurring complaints as business information If several guests mention the same problem, stop treating it as an isolated complaint and look at the system behind it.  One Practical Action  Start a simple Complaint and Recovery Log.  For every guest concern, record:  Date | Problem | Cause | Resolution | Prevention  Over time, you'll start seeing patterns that can help you prevent future complaints rather than repeatedly solving the same problem.  📥 Free Resource  Guest Recovery Playbook  This week's free resource gives independent B&B owners a practical complaint-recovery workflow, conversation prompts, follow-up ideas, and a straightforward way to approach difficult guest situations more calmly.  Get the resource here: https://bedsbreakfastsbusiness.com/free-resources  🎧 Keep Learning  Explore all episodes of the Beds, Breakfast & Business Podcast: https://bedbreakfastbusiness.transistor.fm/  Then continue with these two related episodes:  The Secret to Creating Memorable Guest Experiences That Keep Guests Coming Back - Episode 133  A useful companion to this episode because it looks at why guests remember how a B&B makes them feel, how small friction points affect the stay, and how thoughtful touches can encourage stronger reviews, recommendations, and repeat bookings.  https://bedbreakfastbusiness.transistor.fm/episodes/the-secret-to-creating-memorable-guest-experiences-that-keep-guests-coming-back-133  How to Handle the Overwhelm of Running a Bed & Breakfast Without Burning Out - Episode 118  Guest complaints become harder to handle when you're already overloaded. This episode explores the hidden workload of B&B ownership and offers a practical way to reduce some of the pressure behind reactive decision-making.  https://bedbreakfastbusiness.transistor.fm/episodes/how-to-handle-the-overwhelm-of-running-a-bed-breakfast-without-burning-out-118  Make sure to subscribe to Beds, Breakfast & Business so you don't miss it.

    The Guest Complaint Formula That Builds Loyalty (Instead of Bad Reviews)-139

  5. Sep 1

    How to Ask for Five-Star Reviews (Without Feeling Pushy)

    Welcome to Beds, Breakfast & Business. Don't forget to subscribe. Your B&B Starter Blueprinthttps://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-download Free Resource: 👉 Five-Star Review Action Plan: https://bedsbreakfastsbusiness.com/free-resources How to Ask for Reviews Without Being Pushy | B&B Guest Review Strategy Do you know your guests loved their stay—but still feel awkward asking them to leave a review? For many bed and breakfast owners, asking for guest reviews can feel uncomfortable. You don't want to sound pushy, desperate, or as though you're fishing for five stars. The good news? You don't have to. In this episode of Beds, Breakfast & Business, Gerry MacPherson explains how to ask guests for reviews in a way that feels natural, personal, and completely in keeping with great hospitality. You'll discover why the best review request isn't really about asking for a favour. It's about giving a happy guest an easy opportunity to help the next traveller make a confident decision. And there's a big difference between the two. What You'll Learn in This EpisodeGerry walks you through a simple guest review system you can build into your B&B operations, including:• Why many happy guests never get around to leaving a review• When to ask guests for a review• Why the 24–48 hours after checkout window can work so well• How to mention reviews naturally during checkout• What to include in your guest follow-up email• Why you should ask for an honest review, rather than a five-star review• How one personal sentence can transform a generic email• Why a direct review link matters• What not to say when asking for a review• How to turn review requests into a simple, repeatable B&B system You'll also hear a straightforward five-step formula: Thank → Personalise → Invite → Link → Wish Them Well No complicated marketing funnel. No chasing guests. No waving a QR code under someone's nose while they're trying to put their suitcase in the car. Just a simple process that extends the hospitality you've already provided. Download the Five-Star Review Action Plan, a simple checklist designed to help you build review requests naturally into your guest journey.👉 Five-Star Review Action Plan: https://bedsbreakfastsbusiness.com/free-resources 👉 Your B&B Starter Blueprint:https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-download New Episodes Every Week Beds, Breakfast & Business brings you a new episode every week with practical advice for starting, running, marketing, and growing an independent bed and breakfast. Explore More B&B ResourcesLooking for practical tools to help you start, run, and grow your B&B? 👉 Beds, Breakfast & Business — Toolkits, Resources & More:https://bedsbreakfastsbusiness.com/ Watch More B&B Videos Keep Your B&B Running Smoothly: Essential Maintenance Tipshttps://www.youtube.com/playlist?list=PLHXCkuaJYfASAeJtLt8bM2YyVDzowGLwH Boost B&B Profits: Finance & Revenue Strategies for Innkeepershttps://www.youtube.com/playlist?list=PLHXCkuaJYfAQyo5wsNrPpslWpXZtIPtVe Managing B&B Staff: Build a Team That Shineshttps://www.youtube.com/playlist?list=PLHXCkuaJYfAT3k4ESQ_xU8V4fQ1XrsogK Bed & Breakfast Videoshttps://www.youtube.com/playlist?list=PLHXCkuaJYfATMbpRcvWVY59QqBLUHeAgK More Bed & Breakfast Contenthttps://www.youtube.com/playlist?list=PLHXCkuaJYfATGHXlv99ngI_T8IbVf0s6e Topics & KeywordsBed and breakfast marketing, how to ask for reviews, how to ask guests for reviews, B&B guest reviews, Google reviews for B&Bs, bed and breakfast reviews, innkeeper marketing, B&B marketing strategy, guest experience, hospitality marketing, B&B management, bed and breakfast owner, online reputation management, direct bookings, guest follow-up email, B&B business, independent accommodation, how to run a bed and breakfast, Beds Breakfast & Business. Link to Beds, Breakfast & Business website: https://bedsbreakfastsbusiness.com/ Link social media profiles.Facebook Group https://www.facebook.com/groups/bedbreakfastbusiness Gerry MacPherson LinkedIn Profile https://www.linkedin.com/in/gerrymacpherson/ Instagram Beds, Breakfast & Business https://www.instagram.com/bedsbreakfastsandbusiness/” Gerry MacPherson is the creator of Beds, Breakfast & Businesst and a hospitality professional with 30+ years of experience in tourism and hotel operations. After thousands of hotel stays, site visits, and years working with hospitality businesses, Gerry now helps B&B owners simplify operations, improve bookings, and reduce overwhelm through practical systems, straightforward advice, and real-world hospitality experience.

    How to Ask for Five-Star Reviews (Without Feeling Pushy)

  6. Aug 25

    Why Some Bed & Breakfasts Always Get Five-Star Reviews (And How Yours Can Too)-137

    Why do some Bed & Breakfasts collect hundreds of five-star reviews while others struggle to receive even a handful?  In this week's episode of the Bed, Breakfast & Business Podcast, you'll discover the simple guest experience systems that naturally generate more five-star reviews, stronger guest loyalty, and more direct bookings—without expensive renovations or gimmicks.  If you're an independent Bed & Breakfast owner, aspiring innkeeper, guest house owner, or small hospitality operator looking to improve your online reputation, this episode will show you how thoughtful, repeatable hospitality creates memorable guest experiences that people can't wait to share.  You'll learn:  • Why your guest's review begins long before check-in  • The small moments guests remember for years  • Why guests review emotions—not rooms  • How to build simple hospitality systems that encourage glowing reviews  • Why consistency creates trust—and trust creates bookings  This is a practical, solo episode packed with real-world examples, actionable ideas, and easy-to-implement strategies that help independent accommodation businesses grow through exceptional guest experiences instead of expensive marketing.  About Gerry MacPherson  Gerry MacPherson knows hotel ownership is not always glamorous.  Years ago, he helped operate a small hotel in Halifax, Nova Scotia, where he experienced first-hand the pressure, unpredictability, and daily chaos that many independent hotel owners still face today.  Since then, Gerry has spent decades working in hospitality, tourism, and hotel operations, visiting properties across the world and learning what truly makes independent hotels succeed.  Today, through Beds, Breakfast & Business, he helps B&B owners create calmer operations, stronger guest experiences, more direct bookings, and less stress through practical systems and honest hospitality conversations.  New Episodes Every Week  Subscribe and join us each week as we explore practical ways to build a calmer, more profitable Bed & Breakfast business.  Free Resource  📥 Download your Your B&B Starter Blueprint  https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-download  Explore More Resources  🌐 Website  https://bedsbreakfastsbusiness.com/  Discover practical toolkits, resources, courses, and hospitality strategies designed specifically for independent Bed & Breakfast owners.  Connect with Gerry  Facebook Community  https://www.facebook.com/groups/bedbreakfastbusiness  LinkedIn  https://www.linkedin.com/in/gerrymacpherson/  Instagram  https://www.instagram.com/bedsbreakfastsandbusiness/

    Why Some Bed & Breakfasts Always Get Five-Star Reviews (And How Yours Can Too)-137

  7. Aug 18

    Guest Messaging for B&B Owners: The Five Conversations That Turn First-Time Guests into Loyal Fans-136

    Download your free Your B&B Starter Blueprint: https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-download It’s a practical starting point for current and aspiring B&B owners who want clearer systems, better guest experiences, and a stronger foundation for growth. Free Guest Communication Templates  https://bedsbreakfastsbusiness.com/free-resources    Hotel Guest Communication Tips: 5 Ways to Get More 5-Star Reviews  What if better guest communication could create happier guests, fewer interruptions, and stronger reviews without adding more work to your day?  In this week's episode of Beds, Breakfast & Business, Gerry MacPherson explores five practical hotel guest communication tips that independent B&B owners can use to build confidence before arrival, improve the guest experience during the stay, and maintain the relationship after checkout.  Because great hospitality isn't only about the room.  It's about how you make people feel.  Why Guest Communication Matters  A guest can start forming an opinion about your B&B long before they arrive.  They've booked their room.  Now they're wondering:  Where do we park?  What time can we arrive?  What happens if we're late?  What time is breakfast?  Those may sound like small questions.  But uncertainty creates questions, questions create interruptions, and interruptions add pressure to an already busy day.  That's why good communication isn't about sending more messages.  It's about giving guests the right information at the right time.  In this solo episode, Gerry explains how simple communication habits can help guests feel more confident while making your B&B easier to operate.  In This Episode  You'll discover:  • Why the guest experience begins before check-in • How clear pre-arrival communication reduces uncertainty • Why poor communication can create more work for owners • Five guest communication habits that make guests feel looked after • Why greeting guests personally still matters • How small conversations can prevent larger complaints • Why problems should be addressed while guests are still with you • How post-stay communication supports feedback and repeat visits • Why repeated guest questions are valuable clues • How to map your guest communication journey • One communication improvement you can make this week  You'll also hear Gerry share the story of arriving at a small B&B in pouring rain and being met at the door with an umbrella and an invitation to come inside and put the kettle on.  The interaction lasted less than thirty seconds.  Years later, he still remembers it.  That's the power of hospitality.  Who Is This Episode For?  This episode is for:  • Current B&B owners • Aspiring bed and breakfast owners • Independent innkeepers • Small hotel owners • Boutique accommodation operators • Hospitality professionals who want stronger guest experiences • Owners who feel they're answering the same guest questions every day  If you want to create better guest experiences without turning your hospitality into something scripted or impersonal, this episode is for you.  About Gerry MacPherson  Gerry MacPherson knows hotel ownership is not always glamorous.  Years ago, he helped operate a small hotel in Halifax, Nova Scotia, where he experienced first-hand the pressure, unpredictability, and daily chaos that many independent hotel owners still face today.  Since then, Gerry has spent decades working in hospitality, tourism, and hotel operations, visiting properties across the world and learning what truly makes independent hotels succeed.  Today, through Beds, Breakfast & Business, he helps B&B owners create calmer operations, stronger guest experiences, more direct bookings, and less stress through practical systems and honest hospitality conversations.  📥 Your Free B&B Resource  Download your free Your B&B Starter Blueprint: https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-download It’s a practical starting point for current and aspiring B&B owners who want clearer systems, better guest experiences, and a stronger foundation for growth.  Free Guest Communication Templates  https://bedsbreakfastsbusiness.com/free-resources    Make Sure to Subscribe  Make sure to subscribe to Beds, Breakfast & Business so you don't miss the next episode.  If today's conversation helped, please leave a review and share the episode with another B&B owner.  Those small actions help more independent hospitality owners discover the show.  Stay Connected  Beds, Breakfast & Business Website & Toolkits https://bedsbreakfastsbusiness.com/  Your B&B Starter Blueprint https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-download  Facebook Group https://www.facebook.com/groups/bedbreakfastbusiness  Gerry MacPherson on LinkedIn https://www.linkedin.com/in/gerrymacpherson/  Beds, Breakfast & Business on Instagram https://www.instagram.com/bedsbreakfastsandbusiness/  Search Keywords  hotel guest communication tips, guest communication tips, B&B guest communication, hotel guest communication, guest experience, B&B guest experience, guest satisfaction, five-star reviews, pre-arrival communication, guest messaging, independent B&B, B&B owner tips, hospitality podcast, bed and breakfast podcast, innkeeper tips, repeat bookings, hospitality operations, Beds Breakfast Business, Gerry MacPherson  Remember, you don't need to have it all figured out. You just need the next right step.

    Guest Messaging for B&B Owners: The Five Conversations That Turn First-Time Guests into Loyal Fans-136

  8. Aug 11

    Guest Communication Tips: 5 Ways to Get More 5-Star Reviews-135

    Download your free Your B&B Starter Blueprint:https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-downloadIt’s a practical starting point for current and aspiring B&B owners who want clearer systems, better guest experiences, and a stronger foundation for growth. Free Guest Communication Templates https://bedsbreakfastsbusiness.com/free-resources Guest Communication Tips: 5 Ways to Get More 5-Star Reviews  What if the difference between an average stay and a five-star review has less to do with your rooms and more to do with how you communicate?  In this week’s episode of the Beds, Breakfast & Business Podcast, Gerry MacPherson explores how better guest communication can improve the B&B guest experience, reduce repeated questions, create more confidence before arrival, and help encourage stronger reviews and repeat bookings.  Guests may forget the colour of the curtains.  They may forget the thread count.  But they rarely forget how you made them feel.  That feeling starts long before check-in.  Why This Episode Matters  Independent B&B owners often spend time and money improving rooms, breakfasts, décor, and amenities.  Those things matter.  But every guest also experiences something else from beginning to end.  Your communication.  A clear arrival email can reduce uncertainty.  A warm welcome can change the mood of an entire stay.  A simple conversation can catch a problem before it becomes a complaint.  And a thoughtful follow-up can keep the relationship going long after checkout.  In this solo episode, Gerry breaks down five practical communication habits you can use without creating more work or turning your hospitality into something scripted.  In This Episode  You’ll learn:  Why the guest experience begins before check-inHow clear communication can save timeWhy guests buy confidence before comfortFive simple guest communication habitsHow to make arrival feel more personalWhy small conversations can prevent bigger problemsHow post-stay communication supports reviews and repeat bookingsHow to map your guest communication journeyOne simple communication improvement you can make this weekThis episode is for current and aspiring B&B owners, innkeepers, independent hotel owners, and small hospitality operators who want happier guests, calmer operations, fewer repeated questions, and stronger guest loyalty. About Gerry MacPherson Gerry MacPherson knows hotel ownership is not always glamorous. Years ago, he helped operate a small hotel in Halifax, Nova Scotia, where he experienced first-hand the pressure, unpredictability, and daily chaos that many independent hotel owners still face today. Since then, Gerry has spent decades working in hospitality, tourism, and hotel operations, visiting properties across the world and learning what truly makes independent hotels succeed. Today, through Beds, Breakfast & Business, he helps B&B owners create calmer operations, stronger guest experiences, more direct bookings, and less stress through practical systems and honest hospitality conversations. Free Resource Download your free Your B&B Starter Blueprint:https://bedsbreakfastsbusiness.com/your-bb-starter-blueprint-pdf-downloadIt’s a practical starting point for current and aspiring B&B owners who want clearer systems, better guest experiences, and a stronger foundation for growth.   Free Guest Communication Templates https://bedsbreakfastsbusiness.com/free-resources   New Episodes Every Week The Beds, Breakfast & Business Podcast publishes new episodes weekly. Each episode focuses on practical topics including: B&B operationsGuest experienceDirect bookingsHospitality marketingHousekeeping systemsStandard operating proceduresRevenue and profitabilityTime-saving systemsBuilding a calmer hospitality business Make Sure to Subscribe Make sure to subscribe so you never miss a weekly episode. If this episode helped, please leave a review and share it with another B&B owner. Connect With Beds, Breakfast & Business Website: https://bedsbreakfastsbusiness.com/ Facebook Group: https://www.facebook.com/groups/bedbreakfastbusiness Gerry MacPherson on LinkedIn: https://www.linkedin.com/in/gerrymacpherson/ Instagram: https://www.instagram.com/bedsbreakfastsandbusiness/ Podcast Keywords guest communication, guest communication tips, B&B guest experience, bed and breakfast podcast, hospitality podcast, five-star reviews, guest satisfaction, repeat bookings, hospitality communication, independent B&B, bed and breakfast owner, innkeeper tips, B&B operations, guest journey, direct bookings, hospitality management, Beds Breakfast Business, Gerry MacPherson

    Guest Communication Tips: 5 Ways to Get More 5-Star Reviews-135
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Beds, Breakfast & Business is the practical podcast for current and aspiring B&B owners who want to build a successful bed and breakfast without becoming overwhelmed by the business behind it. Hosted by hospitality professional Gerry MacPherson, each episode answers a real question faced by people running or starting a bed and breakfast. You'll discover practical strategies for bed and breakfast management, B&B marketing, pricing, direct bookings, guest experience, daily operations, reviews, housekeeping, technology, profitability and growing your B&B business. If you're already a B&B owner, you'll learn how to improve your systems, attract more of the right guests, increase revenue, strengthen your guest experience and make the day-to-day operation of your property easier to manage. If you're dreaming about opening a B&B, planning your property or getting ready to welcome your first guests, you'll learn what to consider before opening the doors—from choosing your concept and understanding your ideal guest to pricing, marketing, operations and avoiding expensive mistakes. Because running a great B&B takes more than comfortable beds and a memorable breakfast. It takes heart and systems. Beds, Breakfast & Business brings the two together with straightforward, practical advice you can adapt to your own property. No corporate theory. No unnecessary jargon. Just useful B&B advice from someone who understands independent hospitality. New episodes each week. Follow Beds, Breakfast & Business and start building a more profitable, organised and guest-focused B&B—without the chaos.

Information

  • Creator
    Gerry MacPherson
  • Years Active
    2023 - 2026
  • Episodes
    141
  • Rating
    Clean
  • Copyright
    © 2026 Beds, Breakfast & Business / Keystone Hospitality Property Development. All Rights Reserved.
  • Show Website
    Bed, Breakfast & Business

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