Congratulations to Heather, our Account Manager, on her 10-year work anniversary! 

If you’ve had a freetobook demo call, you’ll have met Heather. A former B&B owner herself, it’s this past hospitality experience that makes Heather so understanding of our customer’s needs.  

We sat down with Heather to discuss what’s changed in hospitality in the past decade and how she’s helping freetobook (ftb) customers thrive in uncertainty.  

How Heather’s hospitality experience helps our customers  

So how did Heather get started at ftb?  

“It was all an accident,” she admits. “My husband and I moved to Scotland (where ftb’s based) and opened a B&B. We ran that for 9 years, during which I met lots of property owners who taught me so much. I was also a ftb customer so when I sold up, Directors Craig and Iain asked if I would come and work with them. 

I love to share what I’ve learnt over the years so working at ftb is a perfect fit. I get to talk about hospitality, but I don’t have to make the breakfasts!” 

Heather’s genuine enthusiasm for hospitality shines through on customer calls. “I talk to interesting people all over the world and it’s so rewarding to help them, whether they’re setting up for the first time or taking over an existing property,” she beams.  

In the age of AI, we all know the importance of human contact: “My job is to support properties with 1:1 help and training on the ftb system,” says Heather. “It’s almost impossible now to speak to a human anywhere – my properties know they can contact me and I’m always here for them. 

I think customers appreciate my practical hospitality experience and that I’ve been through the same dilemmas. My advice covers everything from technical solutions on ftb to hollandaise sauce!” 

Boosting direct bookings for a decade  

Since COVID and the successive cost of living crisis, hospitality’s never been tougher. “I really do understand the pressure of the bottom line,” says Heather. “I’m always looking for ways to save our customers money and get them more direct bookings. 

My best advice for properties now is to automate. As a busy host, your time has value. Things like room allocation, messaging, pricing, and review requests can all be automated without losing that human touch that independents are known for.” 

It’s this that makes Heather’s role so rewarding: “It’s the best when a property says what a difference ftb’s made to them and their business. I’ve known some properties since my first day – when they call, it’s like speaking to an old friend.” 

How’s hospitality changed over Heather’s tenure? “The challenge now is helping customers understand that they can control the online travel agents (OTAs) and reduce their commission. It’s still possible for independent properties to have power.”