Waking up our business to a new dawn

Travel industry PR Sam Marsh runs Ellenboro House B&B with her husband in the Lake District. After months of uncertainty, the couple reopened to guests at the weekend. Socially distanced greetings and temperature checks on arrival are in, ‘homely’ extras are out – but they’ve strived to make the welcome just as inviting.

"Like many businesses, when coronavirus struck the UK and the country went into lockdown, our entire Lake District bed and breakfast business was forced to shut down indefinitely with immediate effect.

While this was obviously not an ideal situation, we chose to look on the bright side and set ourselves the task of a complete redecoration.  We painted the walls, shampooed the carpets and cleaned absolutely everything, down to the minutest detail, not quite realising at the time that this would be the shape of things to come.

When it was announced that B&Bs, amongst other hospitality businesses, could re-open, we researched all the guidelines and requirements, ready for opening early July.  In the end we opted to open a week later than the official date given, to have a look at how other businesses were doing things before jumping back in ourselves.

The biggest change we felt immediately noticeable was how much we had to clear from the rooms. 

Guidelines stated that we were to remove all unnecessary items.  Gone are the scatter cushions, candles and other ornaments that ‘dressed’ the room before and made it look more homely. 

Now guests are greeted by a still stylish, but somewhat more clinical, space.  Same for the in-room refreshments.  Tea, coffee and our homemade shortbread is now ‘available on request’ rather than being there for guests to have to hand.

We also used to have a mini decanter of port for guests to help themselves to.  This, also, is now by request. Books and magazines are still available, but we ask guests to leave out the ones they have touched so the item can be quarantined for a week or two after each use.

Our entire new cleaning regime means the communal areas are cleaned multiple times per day, to provide added safety and protection for ourselves and our guests.  Dettol is our new best friend and can be used to clean any surface from bathrooms and floors to light switches, bannister rails and door handles.  Nothing is left to chance. 

If it might have been touched, it’s cleaned with an antibacterial product. Furniture polish is a thing of the past.

Guests are made to feel safe from the moment they arrive.  We take our own temperatures every day and for guests, we take their temperature on arrival, using an infra-red thermometer. 

Only then, will those with a safe reading be allowed entry into the property.  Hand sanitiser is available throughout the B&B with guests, and ourselves being encouraged to sanitise regularly.

It’s a challenging and new way of running the business but if it means we can remain open and free of any viruses it’s 100% worth the effort.  We’re informing guests when they book of the new changes so they are not surprised by it all on arrival.

We’re also requesting they complete a health declaration form which can be used for track and trace purposes if required. Payment too is taken differently, via a virtual terminal, the day prior to arrival – it’s all about keeping as contactless as possible.

Our friendly rescue dog, Brock, loves to give as warm a welcome to guests as we do. We cannot stop guests from patting him. They love him! But – amid concerns coronavirus can linger on pet’s fur – we advise washing hands afterwards.

Our guests this weekend had him sitting next to them in the guest lounge while they played dominoes – lent by us and now in quarantine, having also been washed in a Dettol solution.

All this said, we’re still working hard to keep our usual friendly, convivial service and have managed to continue to offer our whole great menu for breakfast, which is one of the highlights for many visitors. 

The food waste has risen sharply though, as anything that has been open and out near guests but not used, still has to be binned – sugar cubes for example.

From our perspective, this is not a short term measure, but more of a new way to conduct business going forward and to be honest, I personally embrace a cleaner, socially distanced way of living as it can only be beneficial for general health.  I cannot see this changing for at least 12 months, especially given no-one knows what the winter may bring.

We’re still positive and excited for the future and have seen a huge up-tick in bookings since lockdown was eased.  The British public, who make up the majority of our visitors, are a resilient bunch and if people keep on spending in travel and hospitality, the industry will rise again strong."