From Silicon Valley to Napa Valley: The Kites' Journey in Hospitality

In the heart of Calistoga, nestled in California's renowned Napa Valley, two charming inns stand as testaments to a couple's journey from the fast-paced world of tech to the warm, personal realm of hospitality. Nick and Gillian Kite, owners of the Craftsman Inn and the Calistoga Wine Way Inn, share their story of transformation, adaptation, and the art of creating a home away from home for countless visitors.

A Silicon Valley Exodus

Nick and Gillian Kite's path to innkeeping wasn't a straight line. With Nick's background as a former VP at AT&T and consultant with an MBA from INSEAD in France, and Gillian's expertise in hospitality and cooking (she even wrote her own cookbook), the couple found themselves at a crossroads during the tumultuous times of the dot-com bust.

The volatility of the tech industry, coupled with visa constraints, led the Kites to reassess their future. "We said, hey, we're not having much fun. We're not really enjoying the work. And now we can go do something different," Nick explains. Their combined skills and Gillian's passion for hospitality influenced their decision to look into the lodging industry.

Finding a New Home in Hospitality

The search for an independent business led the Kites to Calistoga, a choice driven by their shared appreciation for the area as a great place to do business and to raise their family. They purchased the Wine Way Inn in 2003, followed by the Craftsman Inn around 2005. The Craftsman Inn required extensive renovations and opened its doors in 2007. Today, the Craftsman Inn boasts five rooms, while the Wine Way Inn offers eight.

The Kites note that acquiring and expanding their business was challenging due to the difficulty in raising capital as small, independent business owners. "The venture capital system works well in this country, but capital for conventional businesses like this is very difficult to raise," Nick explains. Many B&B owners across the country can empathize with these challenges.

Continuous Evolution

Over the years, Nick and Gillian have learned that running an inn is a constant process of updating and improving. "It's like painting the Golden Gate bridge," Nick muses. "By the time you get to one end, you have to go back and start at the other."

Recent improvements include a complete repaint inside and out, new windows, shutters, beds, artwork, photographs, and a new website. The Kites have invested significantly in the properties. "We're pleased with the properties. We think they're looking about as nice now as they've ever looked," Nick says proudly.

Adapting to Changing Tastes

One of the biggest changes the Kites have observed is the shift in guest preferences. "People of our generation are aging and traveling less," Nick notes. "Our newer customers, the millennials and people in their thirties and forties, some in their twenties... the last thing they want is Victorian chintz and six layers of fluffy pillows and a stuffed teddy bear."

This insight has guided the inns' design choices. The Craftsman style of both properties has proven advantageous, offering a timeless, clean, and simple aesthetic that can be both traditional and modern. In the common areas, guests can still enjoy original features like tea tray ceilings and wainscoting, while the rooms offer a clean, modern style that appeals to younger travelers.

Embracing Technology

The COVID-19 pandemic accelerated some changes that have since become permanent features of the inns' operations. The Kites have moved to self-check-in systems and partnered with a local coffee shop for breakfast service. While some older guests miss the personal touch, younger visitors appreciate the convenience.

"We're text messaging with all our guests," Nick explains. "I would say the majority of our communication is by text now. And people love it because they get all their instructions and they just go, 'hey, I need this.' And it comes straight through to our phones, which are obviously fused to us, and we respond within minutes, usually."

Lessons Learned

When asked what advice they'd give their younger selves, the Kites emphasize the importance of long-term planning. "Probably have a long-term business strategy as well as a short-term one," Nick reflects. "We tended to be opportunity-driven, which at the end of the day, opportunities are opportunities, you can't create them. But I think if we'd actually said, 'all right, the plan is we've got these rooms now, we want to have more by this date, we want to add a property here, add another property there,' we could have actually started thinking about what we need to do to create those opportunities."

This insight carries significant implications for inn owners and managers:

Strategic Growth: The Kites' advice underscores the importance of setting concrete, long-term goals. For inn owners, this might mean planning for expansion, whether that's adding rooms to an existing property or acquiring new properties.
Creating Opportunities: While the Kites acknowledge that opportunities often arise unexpectedly, they also suggest that long-term planning can help create opportunities. This might mean networking with other property owners, building relationships with local businesses, or investing in marketing efforts that could lead to future expansion or partnership opportunities.
Adaptability: Despite advocating for long-term planning, the Kites also recognize the unpredictability of the hospitality industry. This serves as a reminder that while long-term planning is crucial, it's equally important to remain flexible and adaptable to unforeseen circumstances.
Sustainable Growth: By focusing on long-term goals, inn owners can ensure more sustainable growth. Instead of making reactive decisions based on short-term opportunities, a long-term strategy allows for more thoughtful, measured expansion that aligns with the overall vision for the business.
Succession Planning: For many inn owners, their business is not just a source of income but a significant part of their life's work. Long-term planning should include considerations for succession - whether that means passing the business to family members, selling to new owners, or finding other exit strategies.

The Kites' reflection on their journey serves as a valuable lesson for current and aspiring inn owners. While seizing opportunities as they arise can lead to success, having a clear long-term vision and strategy can help create a more stable, sustainable, and ultimately more successful business in the competitive world of hospitality.

Challenges and Adaptations

Like many in the hospitality industry, the Kites' inns have faced significant challenges in recent years. The changing landscape of Napa Valley tourism, coupled with broader economic factors, has necessitated constant adaptation and innovation.

Despite the current challenges, the Kites remain cautiously optimistic. They recognize that the hospitality industry, particularly in a desirable location like Napa Valley, is resilient. Nick reflects on their years of experience, noting that the market has consistently weathered external events, from the financial crisis to COVID-19, and including wildfires. Each time, the region has reemerged stronger and more popular.

The Kites' approach to these challenges exemplifies the resilience and adaptability required in the hospitality industry. By staying alert to market trends, continuously improving their properties, and being willing to adapt their business model, they're positioning their inns to navigate current challenges and thrive in the long term.

The Most Valuable Lesson

When asked about the most valuable lesson they've learned from guests over the years, the Kites' answer is simple yet profound: "Listen." Nick elaborates, "As we learned in marketing, the customer is not always right, but the customer is always powerful. And in this day and age, the customer is even more powerful. So listen to what people say. Try and respond to it."

This philosophy of attentive listening has led to continuous improvements in the inns' services and amenities. Even small details have come from guest feedback.

The Kites emphasize that their guests have reinforced their faith in people. "The vast majority are wonderful," Nick notes. However, they've also learned the importance of not letting difficult guests affect them personally. "There's a tiny minority who come with problems and leave with problems," Nick explains. "The lesson is not to take it personally and always seek to exceed even the unreasonable demands because you know that to the person you are dealing with, it doesn't seem unreasonable."

Looking to the Future

Despite the challenges, Nick and Gillian remain passionate about hospitality and committed to providing excellent experiences for their guests. Their journey from Silicon Valley to Napa Valley is a testament to the power of reinvention and the rewards of pursuing one's passions together.

As the Kites continue to navigate the ever-changing landscape of the hospitality industry, they do so with the wisdom gained from years of experience and a genuine love for the business. Their story serves as an inspiration for anyone considering a major career change or dreaming of running their own inn.

To experience the charm and hospitality of the Kites' properties for yourself, visit the Craftsman Inn and Calistoga Wine Way Inn website at https://www.lodginginnapavalley.com/. Both the Craftsman Inn and the Calistoga Wine Way Inn are consistently rated among the most popular bed and breakfasts in Calistoga, known for their exceptional service and unique charm.