Five Essential Insights: Blending Charm, Tech, and Talent in New England’s Independent Hospitality
The words “New England inns and resorts” may evoke images of cozy fireplaces, winding coastlines, and historic charm—but behind the scenes, these properties are also embracing technology, sustainability, and workforce innovation to stay competitive and authentic in today’s hospitality landscape.
In this warm and thoughtful episode of the Distinguished Podcast, Deborah Burns, Executive Director of the New England Inns & Resorts, shares how over 300 independent properties across the region are honoring tradition while preparing boldly for the future. Learn how tradition and transformation coexist across the inns and resorts that define New England’s most memorable stays.
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Deborah Burns is the Executive Director of New England Inns & Resorts Association or NEIRA. The association has represented over 300 New England resorts, inns, bed and breakfasts, hotels, and motor inns since 1907.
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1. Modernization Happens Behind the Scenes—Never at the Expense of Charm
“Our members innovate where it matters—operations, marketing, recruiting—so the guest experience remains beautifully timeless.”
Many NEIRA properties have integrated mobile check-ins, text-based communication, and even AI chatbots for common guest FAQs—all while maintaining personal touches like escorted room check-ins and live phone support. The guest sees warmth and heritage; behind the curtain, it’s modern and efficient.
2. Tech-Fueled Personalization Enhances—Not Replaces—Hospitality
“You might book a stay, text your dinner reservation, and still be welcomed like family at the front door.”
By using smart systems for reservations, activity planning, and digital concierge tools, NEIRA members ensure guests arrive fully prepared and cared for—without losing the human connection that defines independent hospitality.
3. Retaining Talent Means Appreciating People—Not Just Hiring Them
“Retention is the new recruitment. Appreciation, bonuses, and rapid follow-up make all the difference.”
With intense competition for seasonal and year-round labor, NEIRA properties are implementing sign-on bonuses, end-of-season incentives, and text-to-apply systems. But the biggest shift is cultural: making workers feel valued, seen, and supported in long, guest-facing shifts.
4. Sustainability Isn’t Just Expected—It’s a Business Advantage
“From glass water stations to QR-code menus, our members balance eco-responsibility with guest comfort.”
Guests want sustainable practices—but not at the expense of a luxury feel. NEIRA members are removing plastic, using refillable containers, reducing paper, and streamlining operations to save resources while enhancing the guest experience.
5. Independent Properties Thrive by Offering a Sense of Place
“You’re not just staying at a hotel—you’re staying in New England.”
Whether it’s a coastal B&B or a 1,000-room urban resort, each NEIRA member offers a deeply local experience—from farm-to-table maple syrup to authentic architectural details. In a world of sameness, individuality is their superpower.
NEIRA’s 300+ properties prove that you don’t have to choose between history and innovation, or between comfort and sustainability.
Their approach is a model for how independent hospitality can honor the past, embrace the future, and center the guest at every step.
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