Nicky Bin Sadoon is a Sri Lankan entrepreneur operating an award winning bed and breakfast property overlooking the picturesque Niagara Falls in Canada. She has won many Trip Advisor’s awards for best B&B. Nicky shared her thoughts on how she rose to the top and how she is above others in running this competitive business.
Tell us about how you got into the business of becoming B&B?
We were introduced by a close friend to this concept to utilize our talents, diverse and professional experience in the industry. We were lucky to get this It also gave us the opportunity to operate a business from the confines of our home…
How do you ensure you stand out from the others amongst competition?
The cutting edge is to provide service excellence consistently and deliver our promise above and beyond. We also never say “no” to a customer until we find an alternative. To quote, “in the quest for excellence there is no finishing line”
Since you have been in the hospitality industry do you feel the guests expectations are high in Bread and Breakfasts?
Of course,our guests always want the best and they expect full value for their money. They want to experience the best comfort and Graystone. Guests forget what we have offered but will never forget how we made them feel. So, it takes a major effort to ensure their arrival and departure is a memorable journey. After all at Graystone we live by the adage that hospitality is part of our business.
A little bit background, about Graystone and what made you to run a B and B?
Bin and Nicky
Nicky and Bin have been in the hospitality industry for innumerable years in Sri Lanka, we both worked for international brands in many countries as well. We can proudly boast of over 62 years in the industry. We were inculcated from the very onset that the cornerstone of this industry is “Guest Care” which we closely nurture…
You definitely hit the ground running by winning awards every year. What type of personality would you say it takes to run a successful bed and breakfast?
You need to be intuitive, savvy, transparent, socially and emotionally intelligent,friendly and always anticipate guests needs. We firmly believe our guests are special and make sure we give them a home away from home
Who would you say are your main customers?
We have a mix of baby boomers from the US (we live close to the US border the closest city being Buffalo) our guests are avid fans of the Shaw Theatre and wineries, domestic tourist’s comprising mainly of millennials who are lured by wine tasting, Casino’s, and bike trails. We also have international travellers from UK and other continents.
Nicky’s daughter Aaliah
Give me an example of when you thought outside of the box?
When the pandemic hit us unexpectedly we had to think quick since the business landscape changed overnight. For a couple of months our occupancies took a “nose dive” but domestic tourism started to pick up. However we made ways and means to attract numbers by giving them the much needed confidence to return. We took drastic measures towards their personal health and safety. We promoted Graystone as a safe haven and made it compulsory that all guests complete a COVID questionnaire prior to their arrival in order to protect all of our patrons. All guests were compelled to wear face masks in public areas of the property, hand sanitizers were placed in all rooms, body temperatures were checked upon arrival and social distancing during breakfast etc. These pro- active preventive measures went viral on social media and guests were enticed by rave reviews in social media and newspapers. Personal health and safety of our property went viral and our rooms were full always.
What is the most challenging part of your job?
To maintain consistency, and give our guests the best always and meet thier needs and challenges at all times.
Is owning a bed and breakfast was your dream?
It never was a dream until we migrated to the Great White North 20 years back and then by chance, got this opportunity. We have not looked back since then and we have grown from strength to strength. .
You have a unique style at Graystone. What influenced your design?
Ours was a turnkey operation when we purchased this property. We give credit to the previous operators for maintaining high standards, and of course the architect for his unique ambience. All bedrooms are in the ground floor and there is a large patio for guests to relax and unwind. Weather permitting we serve breakfast in the patio which is well received by our guests against the tranquil and scenic surroundings…
How does the self service work for you. Do you work around the clock to make your guests happy?
Yes ,I enjoy what I do. I love my guests and I am a firm believer of the cliche “do what you do, do well”. It has obviously paid rich dividends and the journey so far is nothing short of being enriching and fulfilling in the lens of an operator.
What is your B&B best known for?
My attention for impeccable cleanliness in all areas especially bedrooms, my home cooked gourmet, the flexibility we exercise to make our guests feel at home. Our ultimate satisfaction is when our guests arrive as strangers and leave as friends. We always create a memorable experiences for our guests to come back.
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