Interview with Erin Murphy

Erin Murphy: Always Prepared to Exceed Expectations

Winvian Manager, Erin Murphy, loves a challenge and thrives in an environment that changes every day. Her unique “ready for anything” skill set is on full display when guests come to her hoping to personalize their stay with that little something extra. Erin credits her staff’s excellent training with the ability to answer guests’ questions and make sure that special requests lead to an extra-special Winvian experience.

Q: How do you and your team counsel guests about which cottage to stay in, given so many great choices?

A: Our staff has been trained for this. In fact, when you start working at Winvian as a Guest Assistant, your homework turns out to be a job perk. When staff stay overnight to answer guest calls or attend to last minute needs, we encourage them to stay in a cottage whenever available. This practice means that all of us know the cottages inside and out, making us resident experts, ready to answer questions, no matter how small.

            A few of our go-to suggestions are Woodlands, Beaver Lodge, and Camping, for an intimate birthday or anniversary celebration, Stable, Maritime or Greenhouse, for a spontaneous girl’s trip, or Treehouse, Helicopter and Charter Oak for anyone traveling with kids or looking to spoil their inner child.

Q: Are there any guests who have stayed in every cottage over the years?

A: We call it our Cottage Collection for a reason. Since each of our cottages has its own distinct appeal, we definitely have repeat guests who want to “collect” the experience of staying in every one. When our first couple achieved their goal of staying in all 19 accommodations, we presented them with a specially designed Winvian “trophy,” celebrating them as our biggest fans. That said, many guests initially try 2-4 cottages before completely falling in love with one of them and then continuing to re-book that same cottage each time, as each stay truly feels like they are “returning home.”

Q: What is your favorite spot on property? Is it indoors or outdoors, and what do you most love about it?

A: I love the meadow area outside of the Seth Bird patio. We serve dinner outdoors there sometimes. At night, lit up by string lights, it feels enchanted. During the day, it’s the perfect spot to appreciate Winvian’s natural beauty. Our landscaper Claudia has established a beautiful garden with some antique plantings, like Winvian’s answer to an English garden, that really make it feel extra special.

            In terms of cottages, Stone has a screened-in porch and patio that are an ideal place to enjoy a relaxing morning coffee. It overlooks the meadow, the Spa and the main house—a gorgeous view that captures the beauty of the Winvian estate.

Q: What kinds of unusual requests do you get from guests before and during their stay?

A: First-time guests are always pleasantly surprised that many of the special add-ons they request upon arrival are a Winvian standard. As a team dedicated to exceeding expectations, we live for special requests. In the past, we have decorated cottages with personal photographs and “inside joke” decorations provided by guests prior to arrival. We’ve transformed a cottage with candles, rose petals, and hidden cameras to capture a romantic proposal. And on one memorable occasion we even rearranged furniture to accommodate flamenco dancers. We are always happy to work with our guests to curate their stay and make their Winvian experience amazing.  

Q: How do you accommodate guests who bring their canine companions?

A: We love when guests bring dogs. Everybody in the office has pets so we always get really excited. We have some repeat guests that we remember by their dogs, with one dog, Mrs. Pants, considered something of a celebrity here at Winvian. We truly see dogs as family, so when you arrive at Winvian with your canine companion, their name will be on the welcome envelope.

            We have five dog-friendly cottages. Add your special guest at time of booking and we will have a crate, a dog bed, bowls, and a designated trash can ready at your cottage. Also, unlike many other hotels, we don’t have a weight limit. In fact, we have had a repeat guest come with three Great Danes. Also, though dogs are not permitted in the Spa, we have been known to welcome an extra set of paws here in the office during your spa treatment.

Q: Tell me about some of your most frequent guest feedback.

A: The best feedback is the smiles on guest’s faces when they tell us about their stay. Time and again, our guests tell me about the ways that our staff goes above and beyond in every department, every time. I feel lucky to work in a space like this.